UCCE Outbound

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/outbound_option/outboundoption9_0/installation/guide/UCCE_BK_O4A87BBC_00_outbound-option-guide-for-cisco/UCCE_BK_O4A87BBC_00_outbound-option-guide-for-cisco_appendix_01010.html

• UCCE Outbound Campaign Creation Checklist
• UCCE Outbound HA Campaign Managers
• UCCE Outbound - Campaign Types
• UCCE Outbound - Creating Campaign
• UCCE Outbound - IVR Campaigns and Routing to IVR when no Agent is Available
• UCCE Outbound - CallResult Codes
• UCCE Outbound - CallStatusZone Values
• UCCE Outbound - Processes
• UCCE Outbound - Registry Setting
• UCCE Outbound - Personal Callbacks
• https://www.cisco.com/c/en/us/support/docs/contact-center/outbound-option/214104-ucce-outbound-option-high-availability-q.html
• SQL - Transactional Replication

SIP Dialer - Caller ID
http://www.cisco.com/c/en/us/support/docs/customer-collaboration/outbound-option/116526-configure-sip-00.html

UCCE Outbound Option Documentation
http://www.cisco.com/en/US/products/sw/custcosw/ps524/tsd_products_support_series_home.html

ICM 7.2 Outbound Option User Guide
http://www.cisco.com/en/US/products/sw/custcosw/ps524/products_user_guide_list.html

Note although you set the Skillgroup OutboundControl variable value to be a string such as “PREVIEW_DIRECT_BLENDED”
If you query the value of this variable it will return the integer value below
e.g. PREVIEW_DIRECT_BLENDED will return teh integer value “8”

• 1 = Predictive only
• 2 = Predictive blended
• 3 = Preview only
• 4 = Preview blended
• 5 = Progressive only
• 6 = Progressive blended
• 7 = Direct preview only
• 8 = Direct preview blended

Reference

• https://www.cisco.com/c/en/us/support/docs/customer-collaboration/outbound-option/41720-dialer.html
• https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/outbound_option/outboundoption7_2/user/guide/ba72user.pdf

• Campaign: Campaign name associated with the skill group
• Skill: Peripheral skill group number
• ID: ICM skill group ID
• E: Enabled (Y or N)
• M: Mode (N=None, P=Preview, R=Predictive/Progressive, A=Callback, D=Direct)
• T: Type or direction ((N=None, I=Inbound, O=Outbound, B=Blended)
• H-RT: Call hit rate
• Err: Call error rate
• Abnd: Call abandon rate
• R-Idle: Cached records available for dialing
• Used: Cached records being used for dialing
• PreR: Records reserved for future calls (0 most of the time)
• PPA: Ports allocated per agent in current skill group
• SG-Ports: Ports allocated for skill group
• LogIn: Logged in agents
• Av-Skl: “Available” agents in skill group
• Av-Dlr: Agents the Dialer considers available to receive reservation call
• Rsrve: Active reservation calls
• Rsrvd: Reserved agents
• Max: Maximum number of agents the Dialer reserves at any one time
• Dial: Customer calls in progress
• Talk: Agents talking with customers dialed by the Dialer
• Agnt %: Configured using the ICM Script Editor that indicates which percentage of agents within the current skill group are available for outbound dialing

10:29:14 baDialer Trace: Campaign name                     Skill ID    E M T H-RT Err  Abnd Cncl R-Idle/Used PreR PPA   SG-Ports   LogIn Av-Skl Av-Dlr Rsrve Rsrvd/Max Dial Talk Agnt %
==============================================================================================================================================================================
10:29:14 baDialer Trace: PreviewDemo                       27173 05113 N N I   0%   0%   0%   0%     0/    0    0  1.50    0 (  0%)     1     0     0      0     0/   0    0    1   0%
10:29:14 baDialer Trace: Campaign1                         78156 06130 Y D B   0%   0%   0%   0%     1/    0    0  1.50    0 (  0%)     1     0     0      0     0/   0    0    1 100%
10:29:14 baDialer Trace: Campaign2                         71185 06127 N D B   0%   0%   0%   0%     0/    1    0  1.50    0 (  0%)     1     0     0      0     1/   2    0    0 100%
10:29:14 baDialer Trace: Callback                          00000 -0001 N A O   0%   0%   0%   0%     0/    0    0  1.50    0 (  0%)     0     0     0      0     0/   0    0    0 100%

• https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_6_1/User/guide/ucce_b_ucce_b_outbound-option-guide-for-unified_1261/ucce_b_ucce_b_outbound-option-guide-for-unified_1261_chapter_0100.html
• https://www.cisco.com/c/en/us/support/docs/contact-center/outbound-option/214104-ucce-outbound-option-high-availability-q.html
  • The Troubleshooting Guide above (based on 11.6) is NOT valid. SQL Replication is NOT used any more (since 12.0) - a custom Replication by the application is used instead (as the SQL replication was not fast enough apparently). So ignore this doc!

The install / config script uses this method (I think - I did this ages ago) This means the Loggers need to have TCP access to the Ad servers on port 9389 - Active Directory Web Services”

Get-ADUser -LDAPFilter '(SAMAccountName=MY-LOGGERA-USER-123)'