This document describes the procedure to record CPA with Unified Contect Center Enterprise (UCCE) SIP dialer.
Cisco recommends that you have knowledge of these topics:
This document is not restricted to specific software and hardware versions.
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.
UCCE badialer process initiates the call through the IOS gateway when outbound campaign starts. Once the call is connected, badialer process instructs the IOS gateway in SIP signaling to do CPA. Based on the CPA result, the call is processed according to the outbound campaign configuration. Details of the IOS gateway CPA overview can be found here. The IOS gateway returns a CPA result in Special Information Tone (SIT) in SIP signaling back to the badialer.
List of SIT :
Start of CPA algorithm
Answer Machine Terminate Tone.
Live human speech.
Low voice signal
SIT tone IC - Intercept - Vacant No. or AIS or etc.
SIT tone NC - No Circuit, Emergency or Trunk Blockage
SIT tone VC - Vacant Code
SIT tone RO - Reorder Announcement
SIT tone Miscellaneous
When unsure of the CPA, there must be a way to review the actual voice information received from the service provider to determine if the CPA result is correct or not.
Record CPA must be configured in the outbound campaign under the campaign purpose.
The wav file is saved on the dialer server under the folder \icm\<instance>\dialer. The file name is in the format <dialer port>_<call ID>_<date>_<time>.wav.
The mechanism behind this feature in sip dialer scenario is explained below.
IP of the SIP dialer : 10.201.226.119
IP of the IOS gateway : 10.201.162.138
With record CPA set in the campaign, dialer instructs the gateway to send the media to the dialer (recvonly) after the gateway sends a SIP 183 session progress message, in the PRACK message. Below is the message sent to the gateway by the dialer process: