AnswerTransferUsingAgentPhone
|
1
|
When enabled (1), dialer automatically answers customer
calls transferred to agent phones.
|
AutoAnswerCall
|
1
|
This registry key is not created until the process starts
up. It controls whether the Dialer auto-answers the call or not. The
recommendation is to disable this and use the auto-answer in
Unified CM if you want zip tone.
|
Ca_cnosig
|
20 seconds
|
Amount of silence before no ringback is returned, in
seconds. If ringback is not detected within this time limit, the call is
dropped.
Note
| Changes made to this setting take effect after the Outbound Option Dialer is cycled.
|
|
CancelDialingCalls
|
0
|
Controls behavior when started call attempts can be cancelled once all agents are occupied and abandon to IVR is not
configured. Setting to 0 never cancels calls after they have been started.
Setting to 1 always cancels calls after they have been started once no
agents are available. A value of 100 cancels all ringing calls that are
less than 100 milliseconds after the dialing was started (that is, line went
off hook).
|
CaptureEnabled
|
0
|
When set to 0, packet capturing is disabled; when set to 1,
packet capturing is enabled.
|
CaptureOptions
|
-i 2 -tt -C 20 -s 0 -W 20 -w DialerCapture
|
Options associated with packet capture:
-
-i <ifname>: Interface name to capture on
-
-tt : Print an unformatted timestamp on each dump line.
-
-w <filename>: Capture directly to file in pcap
format, file can be opened with Wireshark.
-
-C <file_size>: The maximum size of a capture
file. The units of file_size are millions of bytes (1,000,000 bytes, not
1,048,576 bytes).
-
-W <filecount>: The number of files created. The
capture files are overwritten from the beginning, thus creating a rotating
buffer. Capture files after the first capture file have the name specified with
the -w flag, with a number after it, starting at 1 and continuing upward.
-
-s : Snarf
snaplen bytes of data from each packet
rather than the default of 68 . Setting
snaplen to 0 means use the required
length to catch whole packets.
|
CaptureType
|
1
|
When set to 1, capture SIP packets only. When set to 2,
capture the entire data payload on the Dialer host machine.
|
CCMTransferDelay
|
0
|
Not used.
|
ConsecutiveNoDialToneEvents
|
3
|
Not used.
|
CPAActiveThreshold
|
32
|
Signal must exceed CPAActiveThreshold*noiseThreshold to be
considered active. For example, 32 is 10 * log(32) = 15 dB.
|
CPAAnalysisPeriod
|
2500
|
Maximum amount of time (from the moment the system first
detects speech) that analysis is performed on the input audio.
|
CPAJitterBufferDelay
|
150
|
The jitter buffer delay (in mS).
|
CPAMinSilencePeriod
|
375
|
Amount of time that the signal must be silent after speech
detection to declare a live voice (in mS).
|
CPAMaxNoiseFloor
|
10000
|
Maximum Noise floor possible. Used to restrict noise floor
measurement.
|
CPAMinNoiseFloor
|
1000
|
Minimum Noise floor possible. Used to restrict noise floor
measurement.
|
CPAMaxTermToneAnalysis
|
15000
|
The amount of time to wait for the beep of an answering
machine before the dialer connects the agent with the machine to leave a
message.
|
CPAMaxTimeAnalysis
|
3000
|
The amount of time to wait when the dialer has difficulty
determining voice or answering machine.
|
CPAMaxToneSTDEV
|
0.600000
|
Standard deviation of zero crossing rate per block. Values
lower than this and CPAMaxEnergySTDev are considered tones.
|
CPANoiseThresholdPeriod
|
100ms
|
The amount of time to wait for initial voice. The
CPAAnalysisPeriod starts once the system detects speech.
|
CPARecordWaveFile
|
0 (off)
|
Setting this entry to 1 enables recording of the CPA period
to assist in troubleshooting. The key must be added to be enabled.
|
CTIServerA
|
""
|
The machine name where CTI Server Side A resides.
|
CTIServerB
|
""
|
The machine name where CTI Server Side B resides.
|
CTIServerPortA
|
""
|
The TCP port number where CTI Server Side A listens.
|
CTIServerPortB
|
""
|
The TCP port number where CTI Server Side B listens.
|
CustRecReadyRequestToServer
|
30 seconds
|
Describes the polling interval when the campaign
is enabled, agents are available, and the Dialer needs more records from the
Campaign Manager. The first request is sent as soon as the Dialer notices
that it is low on records. Subsequent requests are sent after the
TimeToWaitForRecord times out, based on this polling interval until more
records are received.
|
DirectAgentDial
|
0
|
Not used.
|
DisableIPCPA
|
0
|
Disables call progress analysis for this Dialer.
|
EMTHeartBeat
|
500 milliseconds
|
Dialer sends a heartbeat message to the Campaign Manager
every n milliseconds to indicate that it is still alive.
|
EnableAutoAcceptFeature
|
0
|
Normally, an agent must respond to the Preview dialog when a reservation call is placed. With the implementation of the Auto Accept feature, the Outbound Option Dialer implements the Auto-Accept functionality. It causes the Dialer to Auto-ACCEPT the preview call in n seconds (instead of skipping) if the agent fails to respond to the preview dialog. The same applies to Personal Callback calls.
This feature is disabled by default and the registry key must be set to one (1) to enable the feature.
The PreviewReservationTimeout registry key is used to configure the auto-accept timer value.
|
EnableHeartbeat
|
1 (enabled)
|
EnableHeartbeat registry is used to enable heartbeats on the dialer. When this flag is enabled, the dialer will send heartbeats (SIP OPTIONS request message) to the SIP server - Proxy or Gateway.
If there is no response from the SIP server, the dialer will mark itself as not ready and inform the same to the campaign manager.
If this registry is disabled, there will be no indication if the SIP server goes down.
|
HBInterval
|
5 seconds
|
The time between heartbeats.
|
HBNumTries
|
1
|
The number of times a timeout occurs before the SIP Dialer
identifies the SIP Gateway or SIP Proxy as down.
|
LongDistancePrefix
|
"1"
|
Not used.
|
MaxAllRecordFiles
|
500,000,000
|
The maximum recording file size (in bytes) per SIP Dialer.
|
MaxMediaTerminationSessions
|
200
|
The maximum number of media termination sessions per SIP
Dialer if recording is enabled in the Campaign configuration.
|
MaxPurgeRecordFiles
|
100,000,000
|
The maximum recording file size (in bytes) that the SIP
Dialer deletes when the total recording file size, MaxAllRecordFiles, is
reached.
|
MaxRecordingSessions
|
100
|
The maximum number of recording sessions per SIP Dialer if
recording is enabled in the Campaign configuration.
|
MRPort
|
38001
|
The connection port for the MR PIM.
|
OptimizeAgentAvailability
|
0
|
This registry entry is reserved for future use. Leave the
value of this parameter at 0.
|
OverrideNetworkTones
|
0
|
Not used.
|
PersonalCallbackDN
|
"PersonalCallback"
|
Contains a script name that the MR PIM receives as a dialed
number when personal callback calls need to reserve agents.
|
PreviewReservationTimeout
|
600
|
Number of seconds to wait before canceling a preview agent’s
reservation call. This key is automatically created when the Dialer starts. If
a preview agent does not accept/reject/skip a call within this time period, the
agent’s reservation call is dropped and the record is marked as rejected.
Note
| This registry setting also works with Direct Preview
mode, and applies to the regular callback calls in both Preview mode and Direct
Preview mode.
|
|
ReclassifyTransferFailures
|
0
|
Not used.
|
RTPortFeedDisable
|
1
|
When set, real-time dialer port messages are disabled for
this dialer. Enabling the Real Time Port Feed by setting to 0 causes the
dialpr01 report to populate, but this can cause impacts to the Outbound
Campaign in delays in getting records.
|
Server
|
""
|
The machine name of the Campaign Manager.
|
SetAgentsReadyOnResvDrop
|
1
|
When set to 1, the Outbound Option Dialer automatically sets
manual IN agents to the Ready state, if the reservation call is dropped due to
any reason other than transfer of a live customer call.
If this value is set to 0, then manual IN agents assume the
After Call Work (ACW) state at the end of each reservation call and manually
become ready to receive another call.
|
SIPDialerPortBaseNumber
|
58800
|
This key specifies the port number used by the dialer to communicate with the SIP server. This registry is created by default when the dialer machine is installed. |
SIPServerAddress
|
NULL
|
The IP address or DNS hostname of the SIP Proxy or SIP
Gateway that this Dialer connects to, as specified during setup.
|
SIPServerPortNumber
|
5060
|
The port number that the SIP Dialer uses to communicate with
the server.
|
SIPServerTransportType
|
1
|
The transport type used to communicate with the gateway/CUSP.
A setting of 1 indicates that the transport type is UDP, and a setting of 2 indicates that the transport type is TCP. Currently, only UDP is supported.
|
SkillGroupQueryDelay
|
1 second
|
The amount of time, in seconds, to wait between CTI Server
skill group query requests.
|
SwitchPrefix
|
""
|
Dialing prefix pre-pended to every phone number; for
example, this entry could be used to dial an outside line access number, such
as 9.
|
TalkTimeAvg
|
60 seconds
|
The amount of time an average customer call takes. (Seed
value for talk time, which is adjusted as a moving average as the system is
used.)
|
TestNumberMaxDigits
|
5
|
Maximum length for test phone numbers. Test phone numbers do
not receive any prefixes added by the Dialer.
|
TFTPServer
|
""
|
The name of the
Unified CM TFTP server. This server is usually located
on the Publisher
Unified CM.
|
TimeToCTIBeginCall
|
7 seconds
|
The amount of time, in seconds, to wait for the CTI begin
call event before canceling call.
|
TimeToFreeStuckCall
|
7200 seconds, which is 2 hours
|
The amount of time, in seconds, before a customer call is
declared stuck and dropped.
|
TimeToFreeStuckPort
|
7200 seconds, which is 2 hours
|
The amount of time, in seconds, to wait before releasing a
stuck port.
|
TimeToHoldCustomer
|
1 second
|
The amount of time, in seconds, to wait before abandoning a
customer call due to lack of agents. If abandon to IVR is enabled for
campaigns, this value should be set to 0 to reduce transfer delays.
|
TimeToReserve
|
10 seconds
|
The amount of time, in seconds, to wait before dropping a
reservation call.
|
TimeToRetryCustomerRequest
|
30 seconds
|
The amount of time, in seconds, to wait before retrying a
close customer record request to the Campaign Manager.
When the Outbound Option Dialer finishes with a customer
record, it sends a close customer record request message to the Campaign
Manager. If this message is not sent, the Outbound Option Dialer retries the
call based on the configured timeout.
|
TimeToRingCustomer
|
8 seconds
|
The amount of time, in seconds, each customer ring takes.
For example, if this entry is set to 8 and the no-answer configuration in the
campaign is set to 3 rings, then the Dialer classifies the call as no-answer
within 3*8 (24) seconds.
|
TimeToTransfer
|
7 seconds
|
The amount of time, in seconds, to wait before dropping a
call being transferred.
|
TimeToWaitForCTIResp
|
3 seconds
|
The amount of time, in seconds, to wait for the CTI Server
to respond to a request before dropping the call.
|
TimeToWaitForIPDialTone
|
4 seconds
|
The amount of time, in seconds, to wait for the
Unified CM dial tone.
|
TimeToWaitForMRIResponse
|
600 seconds (10 minutes)
|
The amount of time, in seconds, to wait for the MR PIM to
respond to a new task request before cancelling the request.
|
TimeToWaitForRecord
|
5 seconds
|
The amount of time, in seconds, to wait for customer records
from the Campaign Manager before declaring the skill group disabled.
Once a skill group has been disabled, the Dialer begins
polling the Campaign Manager every <CustRecReadyRequestToServer> seconds
for additional records.
|
TOS
|
0 (off)
|
Sets the type of Service field in the IP Header on SCCP
packets from the Dialer to the Campaign Manager for Quality of Service (QoS).
Note
| This setting
does not control the TOS settings on SCCP packets from
the Campaign Manager to the Dialer. These settings are controlled by the DSCP
parameters. See the
Cisco Unified Communications Manager Administration
Guide
for detailed information about how to set the DSCP
Unified CM service parameters.
|
For Release 7.0(0) of Outbound Option, the Dialer was
enhanced to support the marking of SCCP ("Skinny") packets with
"Type of Service" (TOS). This support allows for preferential
treatment (for example, class AF31 for assured forwarding) of call signaling
traffic, if the network is configured to support this QoS scheme.
By default, the Dialer does not mark packets, which means
traffic is sent
"best effort" (TOS = 0).
The Dialer sets TOS markings for outgoing packets only.
Setting TOS on signaling packets from
Unified CM to the Dialer requires configuring
Unified CM properly using the DSCP parameters (see the
Cisco Unified Communications Manager Administration
Guide). If only the Dialer side is configured, then TOS will be
uni-directional and will not behave correctly.
Configuring Bi-directional Communications:
To turn on TOS with AF31 for bi-directional communications,
configure the following registry keys for the Dialer:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\<customer>\Dialer\ "TOS"=dword:00000068
Note
| Note that the dword value listed above is in hex format
(decimal 104).
|
|
|
|
Important additional configuration instructions:
This type of TOS marking requires the setting of a special
system registry key in Windows 2000 and Windows 2003 as follows:
HKEY_LOCAL_MACHINE\SYSTEM\
CurrentControlSet\Services\TcpIp\Parameters
"DisableUserTOSSetting"=dword:00000000
DisableUserTOSSetting defaults to 1 (and is not present by
default); therefore, TOS markings are disabled without setting this key. After
this registry key is set, restart the system for this change to
become effective. Because this key is a system registry key, then setting it
has an impact on all the applications running on the system. Hence, if
the Dialer is co-resident with other applications (that is, CTI Server, router,
and so on), then setting it changes the behavior of other applications.
For additional information, see:
Note
| Important! In order for TOS to become effective, the
network (specifically the routers) needs to be configured to treat packets with
TOS markings preferential.
|
|