Contents

Registry Settings

This appendix contains information about registry settings for Outbound Option server processes.


Note
Registry settings are located in /Cisco Systems, Inc./ICM/<instance name>/LoggerA(B)/BlendedAgent/CurrentVersion.

Campaign Manager Registry Settings

The following registry settings modify the behavior of the Campaign Manager:

Registry Setting

Default Setting

Description

CallbackTimeLimit (Campaign Manager only)

15 minutes

Calculates the callback time range for each personal callback in minutes. The Campaign Manager queries the Personal Callback List for callback records, where the CallbackDateTime database column value is between the current time and current time minus the CallbackTimeLimit. For example, if the current time is 3:00 PM and the CallbackTimeLimit is 15 minutes, the query to retrieve Personal Callback records is "where CallbackDateTime >= 2:45 PM and CallbackDateTime <= 3:00 PM." This column is also used to control how long a Personal Callback is retried after it is sent to a dialer. If the CallbackTimeLimit is set to 15 minutes, the Dialer keeps reserving the agent and calling the customer for 15 minutes before giving up for that day. The Dialer re-reserves the agent based on the PersonalCallbackTimeToRetryReservation registry entry.

DialerDetailBufferSize

20

Describes how many dialer detail records should be buffered before sending to the Central Controller database.

DialerDetailBufferTimeout

5

Describes how long to wait before sending dialer detail records to the Central Controller database when the DialerDetailBufferSize is not reached.

DialerDetailEnabled

TRUE

When set to 0, dialer detail records are not sent from campaign manager. All Dialer Detail records are disabled.

EMTHeartBeat (Outbound Option Import only)

500 milliseconds

Outbound Option Import sends a heartbeat message to Campaign Manager every n milliseconds to indicate that it is still alive.

ImportAreaCodeProcDisable (Outbound Option Import only)

0, enabled

When set to 0, this setting performs standard region_prefix matching. When set to 1, the GMT time zones are always set to the local time zone of the ICM Logger.

If there is a prefix match, the GMT time zones for each customer record are retrieved from the Region_Prefix table.

Note    Time zones are selected based on the data in the Region_Prefix database. When contacts are imported, the phone number is assigned a time zone based on the information in the region prefix table. Each prefix has settings for the time zone and daylight savings observation. If the prefix of the contact number does not match any of the prefixes listed in the region prefix table, then the contact number is assigned the time zone listed in the campaign configuration tool Call Target Tab.
Note    If this registry setting changes, the ICM Logger must be restarted before the new values take affect. Alternatively, restart the Outbound Option Import process by closing its console window.

ImportRegLocalNumberSize (Outbound Option Import only)

7 digits

The number of digits in a phone number must be greater than this registry entry to perform a search of the region_prefix table.

Note    If this registry setting changes, the ICM Logger must be restarted before the new values take affect. Alternatively, restart the Outbound Option Import process by closing its console window.

MinimumCallsForHitRate (Campaign Manager only)

30 calls

Specifies the minimum number of calls that have to be attempted before the hit-rate percentage calculation begins for a campaign query rule.

PendingOverRetryEnabled

0

When set to 1, pending records get priority over retry records for all campaigns.

PersonalCallbackNoAnswerRingLimit (Campaign Manager only)

Minimum value is 2; maximum value is 10; default is 4 rings

The number of times a customer phone rings before being classified as an unanswered call.

PersonalCallbackCallStatusToPurge (Campaign Manager only)

If the registry entry is missing, the default values are C,M

String containing the call status types to consider when purging old personal callback records. For example, if the string contains "C,M,F,L,I," all calls with these call statuses are purged from the database.

Note    This registry setting is not added by default; it must be added manually.
Note    The call status values can optionally be delimited using a comma, a hyphen, a semi-colon, or a colon.

PersonalCallbackDaysToPurgeOldRecords (Campaign Manager only)

Minimum value is 1; maximum value is 30; default is 5 days

The number of days after the personal callback has been scheduled to keep the record before it is purged.

PersonalCallbackDisableViaQueryRule (Campaign Manager only)

0

This registry key determines if the Callback has to be enabled if the query rule is disabled.

PersonalCallbackMaxAttemptsDefault (Campaign Manager only)

5

Sets the maximum number of times a personal callback is attempted (minimum value is 1; maximum value is 20). When the number of maximum attempts reaches 0, the record is not tried again and the status is set to M (max-ed out).

PersonalCallbackMode

1

Not used.

PersonalCallbackRecordsToCache (Campaign Manager only)

Minimum value is 5; maximum value is 100; default is 20

The number of personal callback records to send to the Outbound Option Dialer at one time.

PersonalCallbackSaturdayAllowed (Campaign Manager only)

0

Indicates whether personal callbacks are allowed on Saturdays.

  • 0: Personal callbacks are not allowed on Saturdays and will be scheduled for the next allowable day. For example, a personal callback which fails to reach the customer on a Friday will be rescheduled for the following Monday.
  • 1: Personal callbacks are allowed on Saturdays.

PersonalCallbackSundayAllowed (Campaign Manager only)

0

Indicates whether personal callbacks are allowed on Sundays.

  • 0: Personal callbacks are not allowed on Sundays and will be scheduled for the next allowable day. For example, a personal callback which fails to reach the customer on a Friday or Saturday will be rescheduled for the following Monday.
  • 1: Personal callbacks are allowed on Sundays.

PersonalCallbackTimeToCheckForRecords (Campaign Manager only)

Minimum value is 1; maximum value is 30; default is 1 minute

The interval time, in minutes, at which the Outbound Option Dialer checks the Campaign Manager for personal callback records.

PersonalCallbackTimeToRetryBusy (Campaign Manager only)

Minimum value is 1; maximum value is 10; default is 1 minute

Sets the amount of time, in minutes, that the Outbound Option Dialer waits before retrying a personal callback when the customer’s phone is busy.

PersonalCallbackTimeToRetryNoAnswer (Campaign Manager only)

Minimum value is 5; maximum value is 60; default is 20 minutes

Sets the amount of time, in minutes, that the Outbound Option Dialer waits before retrying a personal callback when the customer does not answer the phone.

PersonalCallbackTimeToRetryReservation (Campaign Manager only)

Minimum value is 1; maximum value is 10; default is 1 minute

Sets the amount of time, in minutes, that the Outbound Option Dialer waits before retrying to reserve an agent if the agent is not available.

RescheduleCallbacks (Campaign Manager only)

1

Boolean value. Controls how to handle contacts that were requested to be called back at a particular time, but were unreachable at that time for whatever reason.

  • 0: Unreachable records are not rescheduled or purged.
  • 1: Unreachable records will be scheduled for retry at the next valid time.

SQLServer (Campaign Manager and Outbound Option Import)

null

Not used.

TCD_DBComputerName_A

""

Not used.

TCD_DBComputerName_B

""

Not used.

TCD_DBDatabaseName_A

""

Not used.

TCD_DBDatabaseName_B

""

Not used.

TCDCopyPendingEnabled

0

Not used.

TCDEnabled

0

Not used.

TCDKeepDays

30

Not used.

TimeToResetDailyStats (Campaign Manager only)

30 minutes after midnight ("00:30")

Specifies the time of day (in 24-hour format: hh:mm) when the real-time statistics for DialerRealTime and DialerPortRealTime are reset.

UnknownCallStatusResetTime (Campaign Manager only)

60 minutes

The interval time, in minutes, at which the Campaign Manager resets the contact records in Unknown status to Pending status (available for re-use).

Note    Contact records are marked Unknown if they are in the Active state when the Campaign Manager is initialized or if the Outbound Option Dialer dialing those (Active) records disconnects from the Campaign Manager due to network or Outbound Option Dialer failure.

Dialer Registry Settings

The following registry settings modify the behavior of the Outbound Option Dialer. To specify the exact path, modify the registry path for the dialer to HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\Dialer instead of HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\\Dialer.

Registry Setting

Default Setting

Description

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.
Registry Settings

Registry Settings

This appendix contains information about registry settings for Outbound Option server processes.


Note
Registry settings are located in /Cisco Systems, Inc./ICM/<instance name>/LoggerA(B)/BlendedAgent/CurrentVersion.

Campaign Manager Registry Settings

The following registry settings modify the behavior of the Campaign Manager:

Registry Setting

Default Setting

Description

CallbackTimeLimit (Campaign Manager only)

15 minutes

Calculates the callback time range for each personal callback in minutes. The Campaign Manager queries the Personal Callback List for callback records, where the CallbackDateTime database column value is between the current time and current time minus the CallbackTimeLimit. For example, if the current time is 3:00 PM and the CallbackTimeLimit is 15 minutes, the query to retrieve Personal Callback records is "where CallbackDateTime >= 2:45 PM and CallbackDateTime <= 3:00 PM." This column is also used to control how long a Personal Callback is retried after it is sent to a dialer. If the CallbackTimeLimit is set to 15 minutes, the Dialer keeps reserving the agent and calling the customer for 15 minutes before giving up for that day. The Dialer re-reserves the agent based on the PersonalCallbackTimeToRetryReservation registry entry.

DialerDetailBufferSize

20

Describes how many dialer detail records should be buffered before sending to the Central Controller database.

DialerDetailBufferTimeout

5

Describes how long to wait before sending dialer detail records to the Central Controller database when the DialerDetailBufferSize is not reached.

DialerDetailEnabled

TRUE

When set to 0, dialer detail records are not sent from campaign manager. All Dialer Detail records are disabled.

EMTHeartBeat (Outbound Option Import only)

500 milliseconds

Outbound Option Import sends a heartbeat message to Campaign Manager every n milliseconds to indicate that it is still alive.

ImportAreaCodeProcDisable (Outbound Option Import only)

0, enabled

When set to 0, this setting performs standard region_prefix matching. When set to 1, the GMT time zones are always set to the local time zone of the ICM Logger.

If there is a prefix match, the GMT time zones for each customer record are retrieved from the Region_Prefix table.

Note    Time zones are selected based on the data in the Region_Prefix database. When contacts are imported, the phone number is assigned a time zone based on the information in the region prefix table. Each prefix has settings for the time zone and daylight savings observation. If the prefix of the contact number does not match any of the prefixes listed in the region prefix table, then the contact number is assigned the time zone listed in the campaign configuration tool Call Target Tab.
Note    If this registry setting changes, the ICM Logger must be restarted before the new values take affect. Alternatively, restart the Outbound Option Import process by closing its console window.

ImportRegLocalNumberSize (Outbound Option Import only)

7 digits

The number of digits in a phone number must be greater than this registry entry to perform a search of the region_prefix table.

Note    If this registry setting changes, the ICM Logger must be restarted before the new values take affect. Alternatively, restart the Outbound Option Import process by closing its console window.

MinimumCallsForHitRate (Campaign Manager only)

30 calls

Specifies the minimum number of calls that have to be attempted before the hit-rate percentage calculation begins for a campaign query rule.

PendingOverRetryEnabled

0

When set to 1, pending records get priority over retry records for all campaigns.

PersonalCallbackNoAnswerRingLimit (Campaign Manager only)

Minimum value is 2; maximum value is 10; default is 4 rings

The number of times a customer phone rings before being classified as an unanswered call.

PersonalCallbackCallStatusToPurge (Campaign Manager only)

If the registry entry is missing, the default values are C,M

String containing the call status types to consider when purging old personal callback records. For example, if the string contains "C,M,F,L,I," all calls with these call statuses are purged from the database.

Note    This registry setting is not added by default; it must be added manually.
Note    The call status values can optionally be delimited using a comma, a hyphen, a semi-colon, or a colon.

PersonalCallbackDaysToPurgeOldRecords (Campaign Manager only)

Minimum value is 1; maximum value is 30; default is 5 days

The number of days after the personal callback has been scheduled to keep the record before it is purged.

PersonalCallbackDisableViaQueryRule (Campaign Manager only)

0

This registry key determines if the Callback has to be enabled if the query rule is disabled.

PersonalCallbackMaxAttemptsDefault (Campaign Manager only)

5

Sets the maximum number of times a personal callback is attempted (minimum value is 1; maximum value is 20). When the number of maximum attempts reaches 0, the record is not tried again and the status is set to M (max-ed out).

PersonalCallbackMode

1

Not used.

PersonalCallbackRecordsToCache (Campaign Manager only)

Minimum value is 5; maximum value is 100; default is 20

The number of personal callback records to send to the Outbound Option Dialer at one time.

PersonalCallbackSaturdayAllowed (Campaign Manager only)

0

Indicates whether personal callbacks are allowed on Saturdays.

  • 0: Personal callbacks are not allowed on Saturdays and will be scheduled for the next allowable day. For example, a personal callback which fails to reach the customer on a Friday will be rescheduled for the following Monday.
  • 1: Personal callbacks are allowed on Saturdays.

PersonalCallbackSundayAllowed (Campaign Manager only)

0

Indicates whether personal callbacks are allowed on Sundays.

  • 0: Personal callbacks are not allowed on Sundays and will be scheduled for the next allowable day. For example, a personal callback which fails to reach the customer on a Friday or Saturday will be rescheduled for the following Monday.
  • 1: Personal callbacks are allowed on Sundays.

PersonalCallbackTimeToCheckForRecords (Campaign Manager only)

Minimum value is 1; maximum value is 30; default is 1 minute

The interval time, in minutes, at which the Outbound Option Dialer checks the Campaign Manager for personal callback records.

PersonalCallbackTimeToRetryBusy (Campaign Manager only)

Minimum value is 1; maximum value is 10; default is 1 minute

Sets the amount of time, in minutes, that the Outbound Option Dialer waits before retrying a personal callback when the customer’s phone is busy.

PersonalCallbackTimeToRetryNoAnswer (Campaign Manager only)

Minimum value is 5; maximum value is 60; default is 20 minutes

Sets the amount of time, in minutes, that the Outbound Option Dialer waits before retrying a personal callback when the customer does not answer the phone.

PersonalCallbackTimeToRetryReservation (Campaign Manager only)

Minimum value is 1; maximum value is 10; default is 1 minute

Sets the amount of time, in minutes, that the Outbound Option Dialer waits before retrying to reserve an agent if the agent is not available.

RescheduleCallbacks (Campaign Manager only)

1

Boolean value. Controls how to handle contacts that were requested to be called back at a particular time, but were unreachable at that time for whatever reason.

  • 0: Unreachable records are not rescheduled or purged.
  • 1: Unreachable records will be scheduled for retry at the next valid time.

SQLServer (Campaign Manager and Outbound Option Import)

null

Not used.

TCD_DBComputerName_A

""

Not used.

TCD_DBComputerName_B

""

Not used.

TCD_DBDatabaseName_A

""

Not used.

TCD_DBDatabaseName_B

""

Not used.

TCDCopyPendingEnabled

0

Not used.

TCDEnabled

0

Not used.

TCDKeepDays

30

Not used.

TimeToResetDailyStats (Campaign Manager only)

30 minutes after midnight ("00:30")

Specifies the time of day (in 24-hour format: hh:mm) when the real-time statistics for DialerRealTime and DialerPortRealTime are reset.

UnknownCallStatusResetTime (Campaign Manager only)

60 minutes

The interval time, in minutes, at which the Campaign Manager resets the contact records in Unknown status to Pending status (available for re-use).

Note    Contact records are marked Unknown if they are in the Active state when the Campaign Manager is initialized or if the Outbound Option Dialer dialing those (Active) records disconnects from the Campaign Manager due to network or Outbound Option Dialer failure.

Dialer Registry Settings

The following registry settings modify the behavior of the Outbound Option Dialer. To specify the exact path, modify the registry path for the dialer to HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\Dialer instead of HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\\Dialer.

Registry Setting

Default Setting

Description

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.