Contents

Introduction

Prerequisites

Requirements

Components Used

Background Information

Configure

Network Diagram

Configurations

UCCX Configuration

CUBE Configuration

Verify

Troubleshoot

Related Information

Introduction

This document describes how to configure an Outbound Campaign for Agent-based Progressive for Unified Contact Center Express (UCCX).

Prerequisites

Requirements

Cisco recommends knowledge of these topics:

- Cisco Unified Border Element (CUBE) configuration

- Unified Contact Center Express (UCCX) configuration

Components Used

The information in this document is based on these hardware and software versions:

- UCCX version 12.5.1.11002-481

- CUCM version 12.5.1.11900-146

- ISR4451 version 17.03.04a

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.

Background Information

Specific requirements for this document include:

- Finesse Agent on Ready mode.

- ISR4451 with CUBE basic configuration and PVDM for Call Progress Analysis (CPA) functionality.

- Internet Telephony Service Provider (ITSP) integrated with CUBE.

- Unified CCX Outbound license

On UCCX Outbound Dialer feature, there are five types of campaigns:

Agent-based:

- Agent Direct Preview

- Agent Progressive

- Agent Predictive

IVR Based:

- Progressive

- Predictive

Note: This document focuses on the configuration for Agent-based Progressive.

There are some services on UCCX that must be in service:

- Outbound subsystem

- Unified CM Telephony subsystem

- RmCm subsystem

- Unified CCX Database

Note: Navigate to Cisco Unified CCX Serviceability > Tools > Control Center Network Services.

Configure

Network Diagram

This topology diagram shows the interaction of UCCX, Finesse, CUCM, and CUBE for outbound campaigns:

Configurations

UCCX Configuration

1.    Log into the CCX Administration:

2.    Then click on Subsystems > CM Telephony > Call Control Group:

Then Click on Add New:

3.    Fill out the mandatory fields marked with asterisks such as the Description, Number of CTI ports, Group Type, Device Name Prefix, and Directory Number, and click Add:

Notes:

- On Group Type select Outbound.

- Once you click Add the Status changes to In Progress, UCCX begins to create the CTI Ports.

This is the expected output after you click Add:

4.    Navigate to Subsystems > RMCM > Contact Service Queues to create the Progressive CSQ:

Then click Add New:

5.   Fill out the mandatory fields marked with an asterisk such as Contact Service Queue Name, and select the most appropriate options for your specific environment, then click Next:

This is the expected output:

6.    Then click Next, select the required skills, and add them, and finally click Add:

7.   Now configure the Outbound section, so navigate to Subsystems > Outbound > General:

Note: Here you need to add the Progressive CSQ created in the previous step to the Available CSQs section and click update.

8.   Navigate to Subsystems > Outbound > Campaigns to create the Agent-based Progressive campaign:

Click on Add New

9.    Then select the Agent-based Campaign Type, and also select the Dialer Type of Progressive, and then click Next:

10.    Then fill out the mandatory values marked with an asterisk like Campaign Name, Start and End Time, Campaign Calling Number, and other desired values according to your specific needs.

Configuration Continues:

Note: Just click yes on Enable.

This is the expected result:

11.    Add the proper Progressive CSQ on Assigned CSQs and click Add.

12.    Finally, navigate to Subsystems > Outbound > SIP Gateway Configuration, and type the specific IP Address of the CUBE that handles the outbound calls:

CUBE Configuration

Add global configuration on CUBE under voice service voip and add the cpa global parameters:

voice service voip

ip address trusted list

ipv4 0.0.0.0 0.0.0.0

mode border-element

no supplementary-service sip refer    ---->This command avoids to send Refer SIP message to ITSP

allow-connections sip to sip

cpa timing live-person 2501

cpa timing term-tone 15500

cpa threshold active-signal 18db

Note: Make sure you do not need to configure allow trusted list, otherwise you need to configure each ip address of the UCCX and CUCM here.

Configure dspfarm services on the voice card:

voice-card 0/1

dsp services dspfarm

Configure the dspfarm profile and enable Call Progress Analysis (CPA):

dsp services dspfarm

dspfarm profile 1 transcode

description dialer-lab

codec g729abr8

codec g729ar8

codec g711alaw

codec g711ulaw

call-progress-analysis          <-- This line enables CPA on the dspfarm

maximum sessions 10

associate application CUBE       <--Remeber to use CUBE application here

Note: On the cube router for this lab the PVDM is installed on the slot 0/1:

#sh inventory

---Output omitted

NAME: "subslot 0/1 db module 0", DESCR: "PVDM4-64 Voice DSP Module" PID: PVDM4-64

---Output omitted

Configure the inbound dial peer:

dial-peer voice 10 voip

description dialer IncomingDP

session protocol sipv2

incoming called-number .    <--This dot means that the dial peer receives any digit

dtmf-relay rtp-nte

codec g711ulaw

no vad

Note: There are so many ways to receive a call on a dial peer, this is only an example for this lab using incoming called-number command.

Configure the outbound dial peer pointing to the ITSP:

dial-peer voice 400 voip

description ** DIALER ITSP SIDE **

destination-pattern 9001$

session protocol sipv2

session target ipv4:10.4.14.4          <--ITSP IP Address

dtmf-relay rtp-nte

codec g711ulaw

no vad

Note:  You must to point to the ITSP IP Address and create the proper destination pattern for your specific dial plan.

Configure the dial peer that points to the CUCM agent:

dial-peer voice 2000 voip

description ** DIALER UCCX agents on CUCM**

destination-pattern 2000             <--Agent Extension, this can be a range of extensions.

session protocol sipv2

session target ipv4:10.2.10.30       <--IP Address of the Call Manager

dtmf-relay rtp-nte

codec g711ulaw

no vad

Note: This dial peer is only an example for this lab and it is being sent to a specific agent extension registered on the CUCM.

Note: Unified CCX does not support the translation or modification of the phone number that it uses to dial out outbound calls. Any voice translation rule configured in the gateway that modifies the phone number are not supported.

Verify

Verify the dspfarm is up, active and associated and also the CPA is enabled:

#show dspfarm profile 1

Dspfarm Profile Configuration

Profile ID = 1, Service = TRANSCODING, Resource ID = 1

Profile Description : dialer-lab

Profile Service Mode : Non Secure

Profile Admin State : UP

Profile Operation State : ACTIVE

Application : CUBE Status : ASSOCIATED

Resource Provider : FLEX_DSPRM Status : UP

Total Number of Resources Configured : 10

Total Number of Resources Available : 10

Total Number of Resources Out of Service : 0

Total Number of Resources Active : 0

Codec Configuration: num_of_codecs:4

Codec : g711ulaw, Maximum Packetization Period : 30

Codec : g711alaw, Maximum Packetization Period : 30

Codec : g729ar8, Maximum Packetization Period : 60

Codec : g729abr8, Maximum Packetization Period : 60

Call Progress Analysis : ENABLED

Verify the agent goes to Talking State on Finesse and the BA Campaign is the Agent-basedProgressive:

Troubleshoot

The easiest way to troubleshoot is to collect debugs on CUBE with this configuration:

conf t

service timestamps debug datetime localtime msec

service timestamps log datetime msec

service sequence-numbers

logging buffered 10000000 debug

no logging console

no logging monitor

default logging rate-limit

default logging queue-limit

voice iec syslog

exit

Debug voice ccapi inout           <-- CCAPI debug allows to verify the dial peers matched.

Debug ccsip messages              <--Enables SIP messages logs

Debug ccsip error                 <--Enables SIP Errors logs

Note: Another way to collect logs is by enabling traces on the UCCX side, for this refer to the Tech Note on UCCX Tracing Levels on the Outbound voice calls section for more information.

Once you collect the CUBE logs you need to validate you are matching the correct dial peers for three legs:

Incoming Dial-peer=10       <--First Leg

Outgoing Dial-peer=400      <--Second Leg

Outgoing Dial-peer=2000     <--Third Leg

There are three legs:

- the first leg comes from UCCX,

- the second leg goes to ITSP,

- and the third leg goes to the CUCM

Note: The Analysis described in this section describes only specific segments of the SIP messages that you need to troubleshoot.

On the first leg, it is important to check that CPA is sent with the correct CPA parameters configured on UCCX on the SIP Invite message:

---Output omitted

Content-Type: application/x-cisco-cpa

Content-Disposition: signal;handling=optional

Events=FT,Asm,AsmT,Sit

CPAMinSilencePeriod=375

CPAAnalysisPeriod=2500

CPAMaxTimeAnalysis=3000

CPAMinValidSpeechTime=112

CPAMaxTermToneAnalysis=15000

--unique_boundary--

---Output omitted

The 200 ok SIP message on the first leg also needs to say that the CPA is enabled:

---Output omitted

--uniqueBoundary

Content-Type: application/x-cisco-cpa

Content-Disposition: signal;handling=optional

event=enabled

--uniqueBoundary--

The first Update SIP message on the first leg indicates that the CPA event has been detected:

---Output omitted

Content-Type: application/x-cisco-cpa

Content-Disposition: signal;handling=optional

Content-Length: 26

event=detected

status=CpaS

The second Update SIP message also on the first leg indicates that the CPA event is Live Human Speech:

---Output omitted

Content-Type: application/x-cisco-cpa

Content-Disposition: signal;handling=optional

Content-Length: 167

event=detected

status=LS        <-- This indicates it is Human speech

pickupT=2510

maxActGlitchT=0

numActGlitch=0

valSpeechT=190

maxPSSGlitchT=0

numPSSGlitch=0

silenceP=380

termToneDetT=0

noiseTH=35

actTh=2097164

The Refer SIP message on first leg indicates where to send the call to on the Refer-To header:

---Output omitted

Refer-To: <sip:2000@10.2.10.70>

Note: If the issue persists, open a Cisco TAC Case, and attach the CUBE logs collected for further troubleshooting along with sh tech of your CUBE. For the UCCX side, you need to collect UCCX Engine traces and Finesse agent side logs.

Related Information

Understand Inbound/Outbound Dial Peers that Match on Cisco IOS® Platforms

Call Progress Analysis Overview

Tech Note on UCCX Tracing Levels

Cisco Unified Contact Center Express Design Guide