This document describes some common issues seen in Outbound Dialer feature of Cisco Unified Contact Center Express (UCCX).
Cisco recommends that you have knowledge of these topics:
UCCX Outbound Dialer
The information in this document is based on these software and hardware versions:
Cisco Unified Border Element (CUBE)
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.
The information is gathered from different scenarios where UCCX sends a Session Initiation Protocol (SIP) BYE or CANCEL to the Outbound gateway.
UCCX Sent BYE to CUBE And MIVR Logs Display "Disconnecting due to timeout"
You see the ITSP sends DTMF capability along with audio codecs in the 183 Session Progress and since UCCX did not send the 101 payload for RTP-NTE, the capability was stripped off in the 183 that was send to UCCX:
This shows as if the call was connected properly at 14:00:37.765. The call seems to be connected for 10 seconds approx. and at 14:00:47.769 CUBE receives a BYE from the UCCX. However there is this problem of DTMF negotiation that you saw in the second leg, where the second leg negotiates DTMF RTP-NTE(payload 101) and the first leg does not.
From CUBE's configuration guide, CPA event cannot be detected if DTMF interworking is required. You can refer to Restrictions for Call Progress Analysis Over IP-to-IP Media Session section of this URL.
You can apply this on incoming and outgoing dial-peers:
Dial-peer voice <incoming-tag> voip
Dial-peer voice <outgoing-tag> voip
This helps in the DTMF internetworking to detect the CPA event, which seems to be cause the problem right now. No DTMF would mean implicit in-band to in-band (DTMF within RTP without special payload).
No Available Outbound Agents to Make Calls in Out Dialer Iteration. Agent Based Predictive Dialing Does Not Work.
From the MIVR logs you will see this:
178209748: Feb 03 21:53:48.546 AEST %MIVR-SS_OB-7-UNK:AgentCampaignRunningInfo:totalNumOfAgentsInCurrentIteration() for campaignID: 12 - 0 178209749: Feb 03 21:53:48.546 AEST %MIVR-SS_OB-7-UNK:AgentCampaignRunningInfo:numOfAgentsReservedInCurrentIteration() for campaignID: 12 - 0 178209750: Feb 03 21:53:48.546 AEST %MIVR-SS_OB-7-UNK:AgentDialer:beginNewDialOutIteration.. END
Set the "% of logged in agents for outbound" value to 100 and check if the issue is present.
Also, change this on CUBE:
sip-ua connection-reuse via-port
CPA Not Detected on CUBE and UCCX Sends CANCEL to CUBE. Direct Preview Campaign Affected.
UCCX disconnects the call if CPA is disabled on gateway. Verify if CUBE has been used for dialer. Configure CUBE to use CPA under transcoder.
Double the "minimum silence period" timer from 375 to 750 on UCCX . CUBE best practice is that the CPA timer on gateway varies as per the Service Provider. You have to fine tune these values as per the service provider.