The SIP Dialer architecture supports a single active dialer per peripheral. Only one SIP
Dialer needs to be configured. Two Dialers are installed on separate PG platforms, but each is
installed using the same Dialer Name.
When the Dialer state changes from ready to not ready, it updates the status to the
Campaign Manager. The Campaign Manager activates the standby Dialer if there is a standby
Dialer in ready state. The same process applies if the Campaign Manager detects that the connection
from the active Dialer is lost.
The Dialer returns all active and pending records to the Campaign Manager (dialer flush),
or closes them internally if the link to the Campaign Manager is not available. Active calls
are canceled if the call is not connected, abandoned if the call is connected but not
transferred to agent/IVR, or continued if the call is already transferred and the PG/CG does
not fail during that time. If the Dialer goes down or is disconnected from the Campaign Manager
and the Campaign Manager detects the disconnection, the Campaign Manager marks all
outstanding records with an Unknown status and returns them to Pending status if the Dialer does not respond within a certain time period.
The Dialers run in a peer mode for a given Peripheral Gateway and Agent Controller. The
Dialer asks the Campaign Manager for records for a given active campaign skill group, and the
Campaign Manager distributes records to each Dialer equally as the Dialers request them.
When a Dialer shuts down, the Campaign Manager marks its records with
a "U" to indicate that the Dialer has an unknown state. After an hour, the
Campaign Manager sets the records back to a pending state ("P"), so that the records can be
retried. The active agent PG continues to track and report on existing Outbound Option
agent calls in the campaign’s skill group. Tracking and reporting is reflected in the Campaign Consolidated reports.
For example, assume that two dialers are running for an agent skill group. When one Dialer shuts down, the other Dialer continues to dial records for the active campaigns. Dialing capacity is reduced.
If the Agent PG becomes unavailable, or is reported as out of service, the Dialer's memory flushes calls that have not been dialed and cancels calls in progress.
If Unified CM fails, the
Dialer ports unregister and calls in progress end. The Dialer component stays
offline until the Unified CM subscriber
recovers. To avoid overloading any subscriber with traffic from multiple Dialers, Cisco recommends that no Dialer port has backup Unified CM subscribers.
Outbound Option implements a load balancing paradigm at the Outbound Option Dialer
component level. If a dialer process terminates for any reason, other dialers at the same
location become aware of this information and attempt to take over the failed dialer’s
load, resources permitting. The Outbound Option Campaign component marks records contained in
the failed dialer with a status of "U" for unknown. These records are reset every hour to a
Pending ("P") state. If the disconnected dialer is offline due to a network outage, the disconnected dialer caches
call results and updates its records to the correct call result.