Cisco Cisco Unified Contact Center Express 9.0(1) Troubleshooting Guide
IVR−Based Outbound Dialer Troubleshooting
Document ID: 116084
Contributed by Ryan LaFountain, Abhiram Kramadhati, and Dave
Bicknell, Cisco TAC Engineers.
Sep 24, 2013
Bicknell, Cisco TAC Engineers.
Sep 24, 2013
Contents
Introduction
Feature Information
IVR−Based Outbound Call Flow
IVR−Based Dialer Types
Dialer Components with UCCX
Gateway Feature Information
Troubleshoot
Data Analysis
Sample SIP Gateway Configuration
Sample IVR−Based Outbound Call Trace Analysis
Sample MIVR Log Analysis
Common Problems
No CPA Is Sent from Gateway to UCCX
Call is Not Redirected to UCCX After Live Voice Detected
Retries are Not Dialed
DTMF Does Not Work When Connected to IVR Script
Related Information
Feature Information
IVR−Based Outbound Call Flow
IVR−Based Dialer Types
Dialer Components with UCCX
Gateway Feature Information
Troubleshoot
Data Analysis
Sample SIP Gateway Configuration
Sample IVR−Based Outbound Call Trace Analysis
Sample MIVR Log Analysis
Common Problems
No CPA Is Sent from Gateway to UCCX
Call is Not Redirected to UCCX After Live Voice Detected
Retries are Not Dialed
DTMF Does Not Work When Connected to IVR Script
Related Information
Introduction
This document describes the IVR−Based Outbound Dialer and includes a sample SIP gateway configuration,
log analyses from both the SIP gateway and the Cisco Unified Contact Center Express (UCCX) engine, and
the limitations of the IVR−Based Outbound Dialer.
log analyses from both the SIP gateway and the Cisco Unified Contact Center Express (UCCX) engine, and
the limitations of the IVR−Based Outbound Dialer.
In UCCX 8.5, a new type of outbound dialer was introduced: the Interactive Voice Response (IVR)−Based
Outbound Dialer. Unlike the older Preview Outbound Dialer, no agent is used to make the outbound call.
UCCX connects directly to a Session Initiation Protocol (SIP) gateway in the customer enterprise to dial the
outbound contacts. When the gateway detects a live voice or answering machine, the call is redirected to a
UCCX trigger bound to an outbound call control group. Once terminated on the outbound computer telephony
integration (CTI) port, the application associated with the trigger is executed as normal.
Outbound Dialer. Unlike the older Preview Outbound Dialer, no agent is used to make the outbound call.
UCCX connects directly to a Session Initiation Protocol (SIP) gateway in the customer enterprise to dial the
outbound contacts. When the gateway detects a live voice or answering machine, the call is redirected to a
UCCX trigger bound to an outbound call control group. Once terminated on the outbound computer telephony
integration (CTI) port, the application associated with the trigger is executed as normal.
Feature Information
In UCCX versions earlier than 8.5, only the Preview Outbound Dialer existed. This dialer used third−party
call control via Java Telephony Application Programming Interface (JTAPI)/CTI to instruct the agent's phone
to make the call. The call was made after an agent accepted an outbound reservation. The interaction between
the client and server for outbound reservations was accomplished via CTI.
call control via Java Telephony Application Programming Interface (JTAPI)/CTI to instruct the agent's phone
to make the call. The call was made after an agent accepted an outbound reservation. The interaction between
the client and server for outbound reservations was accomplished via CTI.
For certain use cases (such as appointment reminders and self−service IVR applications), the Preview
Outbound Dialer was not a good fit. To make a call to a number in the DialingList, an agent was tied up while
the call was placed. That meant the agent was occupied for each and every outbound call, even if the Public
Switched Telephony Network (PSTN) number was invalid, busy or resulted in an answering machine. This
Outbound Dialer was not a good fit. To make a call to a number in the DialingList, an agent was tied up while
the call was placed. That meant the agent was occupied for each and every outbound call, even if the Public
Switched Telephony Network (PSTN) number was invalid, busy or resulted in an answering machine. This