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Outbound Option Guide for Cisco Unified Contact Center Enterprise, Release 11.0(1)

Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

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Book Title

Outbound Option Guide for Cisco Unified Contact Center Enterprise, Release 11.0(1)

Chapter Title

Outbound Option Installation: SIP Dialer

Results

Updated:
August 29, 2019

Chapter: Outbound Option Installation: SIP Dialer

Outbound Option Installation: SIP Dialer

Installation Task Maps

Unified CCE System Configuration for Outbound Option

The following table lists the steps required to set up your Unified CCE system to handle the optional Outbound Option components.

Table 1. Configure Unified CCE for Outbound Option

Step

Task

See

1

Configure the Unified CCE PG.

Configure the PG

2

Configure the Dialer component.

Configure Dialer Component

3

Configure the port map.

Configure Port Map

4

Create a Network VRU.

Create a Network VRU

5

Configure the Media Routing PG.

Configure Media Routing PG (MR PG)

6

Configure a skill group.

Configure Skill Group

7

Create a dialed number.

Create Dialed Number

8

Create a translation route to a VRU.

Unified CCE Documentation

9

Configure system options.

Configure System Options

10

Enable ECC variables.

Enable Expanded Call Variables

11

Enable packet capture.

Packet Capture for Troubleshooting

Software Installation and Database Creation

In the next phase, you install the Outbound Option component software and create its database. The following table lists the steps that comprise software installation and database creation.

Table 2. Software Installation and Database Creation Steps

Step

Task

See the topic that describes

1

Install the Outbound Option private database on the Logger platform.

How to create an Outbound Option private database.

2

Install the Dialer component on the PG platform.

Install Dialer Component on the PG Platform

4

Install the MR PG on the PG platform.

How to install the MR PG on the PG platform.

Unified CCE Configuration for Outbound Option

This section provides procedures for configuring Unified CCE for Outbound Option.

Configure the PG

Procedure

Step 1

In ICM Configuration Manager, open Tools > Explorer Tools > PG Explorer.

Step 2

Click Retrieve, and then click Add PG.

Step 3

Enter the name (for example, PG1).

Step 4

Select the Client Type, either Call Manager, CUCM, or Generic.

Step 5

Click Add Peripheral.

Step 6

Enter the name (for example, PG1_PIM1).

Step 7

On the Peripheral tab, check Enable post routing.

Step 8

Select the Default Desk Setting from the drop-down list.

Step 9

On the Routing Client tab, enter the routing client name (for example, PIM1_Voice).

Step 10

Click Save.

Step 11

Record the assigned Logical Controller ID for later use: ____________________.

Step 12

Record the assigned Peripheral ID for later use: ____________________.

Configure Dialer Component

Procedure

Step 1

Make sure that all CCE services are running.

Step 2

Open the Unified CCE Configuration Manager.

Step 3

Expand Outbound Option, and double-click Dialer to display the Outbound Option Dialer configuration window.

Step 4

Click Retrieve.

Step 5

Click Add to add a new dialer.

Step 6

Enter the following information in the Dialer General Tab fields.

Table 3. Dialer General Tab Fields

Field

Description

SIP Dialer Name (required)

The name of the system where the dialer is located. Maximum 32-character string, including alphanumeric characters, periods (.), and underscores (_). Alphabetic characters can be uppercase or lowercase. The name must begin with an alphanumeric character, and cannot contain spaces.

Note 
When you install the dialer component, enter the Dialer Name in the Peripheral Gateway Setup exactly as you enter the name here. Otherwise, the dialer cannot register with Campaign Manager.

Enable

This check box enables the dialer for all campaigns.

ICM Peripheral Name (required)

Select a preconfigured Call Manager PG peripheral name. This field is a drop-down list and is not editable.

Dialer Type

Select SIP (Session Initiation Protocol)

Description

Maximum 255 characters. This description appears only on this tab page.

General Telephony Section

Include Area Code when Dialing

When this option is enabled, the dialer uses the area code to reach local telephone numbers. The default is Disabled.

Dial prefix

Enter any dialing prefix required by your location or by your campaigns. For example, some locations require the prefix 9 to reach an outside telephone line.

Long distance prefix

Enter the long distance prefix. The dialer checks the local area codes against the contact number. The dialer appends the prefix for any contact number in an area code outside the configured local area codes.

Note 
For dialers in contact centers outside the United States, either enter the locally specific long distance prefix in the Long distance prefix field or leave the field blank.

Local area code (comma delimited)

Enter the area/city codes for your location. Enter multiple local area codes separated by commas; for example, "508,617,978" represents three local area codes.

Hangup Delay (1-10)

Enter the number of seconds that the dialer waits before reusing a port after a hangup event. The default is 1 second.

Port Throttle

The maximum calls-per-second (CPS) rate at which the dialer dials outbound calls. For example, a port throttle count=5 indicates that no more than 5 calls are started during a 1 second period. If 5 calls are ready to dial, they are spaced evenly over that period. The range is 0.5 to 60. The default is 15 CPS for SIP dialer.

Step 7

Click Save.

Configure Port Map

Perform the following steps to configure the port map for each dialer.

Procedure

Step 1

In the Unified CCE Configuration Manager Outbound Option Dialer configuration window, select the Port Map Selection tab to display the port map configuration.

Step 2

To begin adding ports to this dialer, click Add.

Step 3

Configure a set of ports and their associated extensions.

A Dialer can support 1500 ports. The allowed Telephony Port range is from 0 to 1499.

Step 4

Click OK. The port mappings appear on the Port Map Selection tab.

Step 5

Click Save to save all the configuration information.

Create a Network VRU

Create a Type 2 VRU to use during the Media Routing (MR) PIM setup.

Procedure

Step 1

In the Configuration Manager, open the Explorer tools.

Step 2

Open the Network VRU Explorer tool.

Step 3

Click Retrieve
Step 4

Click Add Network VRU
Step 5

In the Network VRU dialog, enter a Name for the VRU.

Step 6

Set the Type drop-down list to Type 2.

Step 7

Record the VRU name: ______________.

Step 8

Click Save.


Note
See the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html for detailed information about the Unified CCE Configuration Manager tools.

Configure Media Routing PG (MR PG)

Perform the following steps to configure the MR PG (PG2).

Procedure

Step 1

In Configuration Manager, open the Tools > Explorer Tools > PG Explorer.

Step 2

Click Retrieve, then click Add PG.

Step 3

Enter the Name (for example, PG2_MR).

Step 4

Select a Client Type of Media Routing.

Step 5

Click Add Peripheral.

Step 6

Enter the Name (for example, PG2_MR_PIM1).

Step 7

On the Peripheral tab, check Enable post routing.

Step 8

On the Routing Client tab, enter the routing client name (for example, MR_PIM1_Voice).

Step 9

Set the Routing Type dropdown to None.

Step 10

Set the Default call type to None.

Step 11

On the Advanced tab, select the Network VRU from the drop-down list that you created during Unified CCE configuration for Outbound Option.

See, Create a Network VRU.

Step 12

Click Save.

Step 13

Record the assigned Logical Controller ID displayed on the Logical Controller panel for later use: ____________________.

Step 14

Record the assigned Peripheral ID displayed on the Peripheral tab, for later use: ____________________.

Configure System Options

Procedure

Step 1

In Unified CCE Configuration Manager, expand Outbound Option, and then select System Options.

Step 2

Click the General Options tab and define the dialing time range to use for all your Outbound Option campaigns, and then click OK.

Note 

Remember to select AM or PM for your start and end times.

What to do next


Note

If you have previously configured campaigns, you can update them now. Click the Bulk Update tab page and define specific dialing time ranges for phone numbers, and then click Update All Campaigns.

Enable Expanded Call Context Variables

Perform the following steps to enable the expanded call context variables.

Procedure

Step 1

In the Configuration Manager, open Miscellaneous Tools > System Information.

Step 2

Check Expanded call context enabled and save your change.

Step 3

In the List tools, open the Expanded Call Variable List tool and click Retrieve.

Step 4

Enable all BAxxxx variables (BAAccountNumber, BABuddyName, BACampaign, BADialedListID, BAResponse, BAStatus, and BATimezone).

Step 5

Select each variable, and, in the Attributes tab, check Enabled.

Step 6

Click Save.

What to do next

By default, the solution includes the predefined BAxxxx ECC variables in the "Default" ECC payload. You can also create a custom ECC payload for your Outbound Option call flows. Always remember that you cannot use an ECC variable unless it exists in one of the ECC payloads that you use for a call flow.

Packet Capture for Troubleshooting

For the SIP Dialer to capture data, ensure that the dialer on the Unified CCE PG machine uses the active interface from the Ethernet Interface list. You can determine the active interface with a network protocol analyzer tool such as Wireshark, which you can download from www.wireshark.org. The interface with network packets is the active interface.

You can change the SIP Dialer packet capture parameters to use the active interface from the Windows Registry Editor. Change the interface name option (-i) in the CaptureOptions key to the number of the active interface. For example, to use the third interface, set the value for -i to -i 3.

Capture files are in the HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<customer instance>\Dialer registry key location.

  • From a command prompt window, enter a procmon ba_capture command to specify that the SIP Dialer uses the active interface. In this command, specify the number of the active interface to use in the /options -i parameter.

The syntax of the procmon ba_capture command is as follows: 

ba_capture [/on] [/off] [/options] [/type]

where

/on, /off

/on turns on packet capture, /off turns off packet capture. The default is off. Turn it on.

/options

  • -i <ifname>: Specifies the interface name on which to capture.

  • -w <filename>: Captures directly to a file in pcap format. You can open the file with Wireshark or another tool.

  • -C <file_size>: Specifies the maximum size of a capture file in millions of bytes (1,000,000 bytes, not 1,048,576 bytes).

  • -W <filecount>: Specifies the number of files to create. The capture files are overwritten from the beginning, thus creating a rotating buffer. The first capture file uses the name specified with the -w flag. Subsequent capture files append a number to that name, starting at 1 and continuing upward.

  • -tt: Prints an unformatted timestamp on each dump line.

  • -s: Snarfssnaplen 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.

/type

/type 1 captures SIP packets only. /type 2 captures the entire data payload on the dialer host machine.

For example, the command 

capture /on /options -i 2 -tt -C 20 –s 0 -W 20 -w DialerCapture

Captures the network packets on interface 3 with capture files: DialerCapture00 to DialerCapture19. The maximum number of capture files stored is 20. After 20 files are created, the oldest capture file is overwritten with the new data. Maximum file size is 20 MB.

Unified Communications Manager and Gateway Configuration

In the next phase of Outbound Option installation, you set up Unified Communications Manager and its related gateway.

The following table lists the steps that comprise Unified CM setup.

Table 4. Unified CM Configuration Steps for Deployments with SIP Dialer

Step Number

Task

Procedure

1

Disable Ring Tone for Dialer Transfer

Disable Ringback During Transfer to Agent for SIP

2

Configure SIP Trunks

Configure SIP Trunks

Disable Ringback During Transfer to Agent for SIP

The voice gateway generates a ringback tone to the customer. To prevent the gateway from generating a ringback, apply a SIP normalization script to the Unified Communications Manager SIP trunk.

Apply this SIP normalization script only to the SIP trunk that handles the inbound call from the voice gateway for agent transfer.

  • If your deployment uses the same gateway for both PSTN calls and the dialer, complete all steps, 1 to 13, to create a dedicated SIP trunk and apply the normalization script.


    Note

    The trunk for PSTN calls still needs a 180 RINGING SIP message for inbound calls to trigger the gateway to play ringback to the PSTN.

  • If your deployment has a dedicated SIP trunk to handle the agent transfer dialer, complete steps 1 to 2 and 8 to 13 to apply the normalization script to your SIP trunk.

Procedure

Step 1

Navigate to https://<IP_address>:8443 where <IP_address> identifies the Unified Communications Manager server.

Step 2

Sign in to Unified Communications Manager.

Step 3

To create a SIP trunk security profile in Unified Communications Manager, select Communications Manager GUI > System > Security > SIP Trunk Security Profile > [Add New].

The default port is 5060.
Figure 1. SIP Security Profile
Step 4

Click Save.

Step 5

Create a new SIP trunk and add the new SIP Trunk Security Profile.

Figure 2. Create a New SIP Trunk
Step 6

Click Save.

Step 7

Click Reset.

Step 8

In Communications Manager GUI > Devices > Device Settings > SIP Normalization Scripts > [Create New], enter the following SIP normalization script into the content field. All other values remain set to default. 

M = {}
function M.outbound_180_INVITE(msg) 
msg:setResponseCode(183, "Session in Progress") 
end
return M
Figure 3. Add Normalization Script
Step 9

Click Save.

Step 10

Click Reset.

Step 11

Associate the new normalization script with the SIP trunk.

Figure 4. Associate Script with Trunk
Step 12

Click Save.

Step 13

Click Reset.

Configuration of Voice Gateways

In an Outbound Option deployment that uses the SIP Dialer, you can have these configuration types:

  • The SIP Dialer connects to a SIP Proxy, such as Cisco Unified SIP Proxy. The SIP Proxy, in turn, connects to a voice gateway. A SIP Proxy can connect to more than one voice gateway. A configuration with multiple voice gateways is known as a server group.

  • Alternately, the SIP Dialer connects directly to a voice gateway without a SIP Proxy. The voice gateway uses a standard dial peer configuration. This setup enables the gateway to know how to direct traffic to agent extensions or to a VRU.

Specify your configuration when you install the Dialer component.

When you configure the voice gateway, you can keep most of the default configuration values. You do set some of the configuration values. If you do not know these values, request the information from your voice network administrator.

  • Enable 100rel for Outbound Option. Otherwise, Outbound calls from the SIP Dialer fail. 100rel is enabled globally on the gateway by default. However, if you also route Unified CVP calls with the gateway, you cannot have 100rel enabled globally. In this case, disable 100rel globally with the command rel1xx disable. Then, enable 100rel on the Outbound dial peer with the example dial-peer command: voice-class sip rel1xx supported "100rel".

  • The SIP Dialer does not support signaling forward unconditional under voice service voip. When configuring a voice gateway for use with the SIP Dialer, specify signaling forward none.

Telecom carriers sometimes send an ISDN alerting message without a progress indicator. This situation causes the voice gateway to send a SIP 180 Ringing message, instead of a SIP 183 Session In Progress message, to the SIP dialer. The SIP dialer can process provisional messages such as 180, 181, 182, and 183 with or without Session Description Protocol (SDP). When the SIP dialer receives these provisional messages without SDP, the dialer does not perform Call Progress Analysis (CPA) and the Record CPA feature is disabled.

To enable the SIP dialer to perform CPA, add the following configuration to the POTS dial-peer of the voice gateway: "progress_ind alert enable 8". This code sends a SIP 183 message to the SIP dialer.

Telecom carriers sometimes send an ISDN alerting message without a progress indicator. This situation causes the voice gateway to send a SIP 180 Ringing message, instead of a SIP 183 Session In Progress message, to the SIP dialer. The SIP dialer can process provisional messages such as 180, 181, 182, and 183 with or without Session Description Protocol (SDP). The SIP Dialer processes the CPA information along with the SDP information because the SDP information is part of these provisional messages. But if the dialer receives these provisional messages without SDP, the dialer does not perform Call Progress Analysis (CPA) and the Record CPA feature is disabled. If the next provisional message changes the SDP information, the dialer processes the SDP information.


Note

In a SIP Dialer with Unified CVP VRU deployment, dialer-related call flows do not invoke call-survivability scripts that are enabled on an incoming POTS dial-peer in the Ingress gateway. However, enabling a call-survivability script on an Inbound POTS dial-peer does not negatively affect dialer-related call flows.

Configure Transcoding Profile for Cisco Unified Border Element

The following example shows the transcoding profile for Cisco UBE.


Note

Transcoding impacts port density. 

dspfarm profile 4 transcode universal
     codec g729r8
     codec g711ulaw
     codec g711alaw
     codec g729ar8
     codec g729abr8
     maximum sessions 250
     associate application CUBE
     !

If you use a SIP Proxy, perform the following configuration on the SIP Proxy:

  • Enable the SIP Dialer to reach the correct voice gateway for outbound calls.

  • Enable the voice gateway to reach all the applicable Unified CM and CVP nodes for calls transferred to an agent, a VRU, or to CVP.

  • If your SIP proxy connects to more than one voice gateway, you can optionally load balance between the voice gateways.

For detailed instructions on how to perform SIP Proxy configuration, see the Cisco Unified SIP Proxy documentation website at https://www.cisco.com/en/US/partner/products/ps10475/products_installation_and_configuration_guides_list.html.

Configure Cisco Unified Border Element

For full details on configuring the Cisco Unified Border Element (Cisco UBE) to support Outbound dialing, see Cisco Unified Border Element Configuration Guide at https://www.cisco.com/c/en/us/support/unified-communications/unified-border-element/tsd-products-support-configure.html

When configuring Cisco UBE with Outbound Option, ensure that you:

  • Configure three dial-peers in the Cisco UBE.

    The dial-peers are used for:

    • Incoming calls from the dialer.

    • Outgoing calls to the terminating network from the Cisco UBE.

    • Calls to be routed to the Cisco Unified Communications Manager.

  • When configuring REFER consumption, issue the following commands in global VoIP configuration mode:

    • no supplementary-service sip refer

    • supplementary-service media-renegotiate

Configure Cisco UBE for G.711 A-Law

By default the SIP Dialer always dials out calls using the U-law codec.

For full details on understanding and configuring codec support, see Cisco Unified Border Element Configuration Guide at https://www.cisco.com/c/en/us/support/unified-communications/unified-border-element/tsd-products-support-configure.html


Note

The Cisco Unified Call Manager enables A-law by default.

You must have DSP cards to support the A-Law protocol.

To enable the G.711 A-law codec, make the following changes in the Cisco UBE/Egress Gateways.

  1. Set Transcode to "Universal".

    Setting Transcode to "Universal" converts between A-law codec and U-law codec for incoming and outgoing messages, as needed.

    Example:
    dspfarm profile 3 transcode universal
codec g729abr8
codec g729ar8
codec g711alaw
codec g711ulaw
codec g729br8
call-progress-analysis
maximum sessions 360
associate application CUBE

  2. Set the Outgoing dial peer codec to "g711alaw".

    Specifies that the SDP sent out from Cisco UBE to the customer end point should use the g711alaw codec.

    Example:
    
dial-peer voice 2613 voip
destination-pattern 244T
session protocol sipv2
session target ipv4:10.77.58.33 
 session transport udp
codec g711alaw
no vad

  3. Set the Incoming dial peer codec to "g711ulaw"

    Specifies that the SDP sent out from Cisco UBE to the Dialer should use g711ulaw codec.

    Example:
    dial-peer voice 2614 voip
description sipp_SIP_Incoming_DialPeer_from_dialer
session protocol sipv2
session transport udp
incoming called-number 244T
codec g711ulaw
no vad

Configure SIP Trunks

Unified CM is connected to the voice gateway or the SIP Proxy by SIP Trunks, which you configure on Unified CM. Set up route patterns for the Dialer which are appropriate for your dial pattern.

Procedure

Step 1

Configure these trunks as follows:

Option Description
If you are using a SIP Proxy Configure two SIP trunks on Unified CM for making the transfer to agents. Configure one trunk between Unified CM and the SIP Proxy. Specify the IP address of the SIP Proxy in the Destination field. Then, configure a second trunk from Unified CM to the voice gateways. Specify the IP address of the voice gateways in the Destination field.
Note 
Incoming transport time accepts TCP and UDP. The trunk accepts traffic from the Gateway in TCP or UDP.
If you are not using a SIP Proxy

Configure a SIP trunk on Unified CM from Unified CM to the voice gateway. Specify the IP address of the voice gateway in the Destination field.

If you are using Cisco UBE

Configure a SIP trunk between the Unified CM and Cisco UBE. Specify the IP address of the Cisco UBE in the Destination field.

Step 2

In Unified CM clusters with more than two nodes, both the voice gateway and Cisco Unified SIP Proxy might connect to each node. To enable those connections, add the SIP trunk to a device pool that points to the Communications Manager Publisher. This configuration ensures that calls go to the agent if a subscriber node fails over. See the following configuration example:

Example:

dial-peer voice 617 voip
description catch all for refer 
destination-pattern 617T 
session protocol sipv2 
session target ipv4:10.86.227.107 (CUCM Publisher) 
codec g711ulaw
! 
dial-peer voice 508 voip 
description catch all for refer 
destination-pattern 508T 
session protocol sipv2 
session target ipv4:10.86.227.107 (CUCM Publisher) 
codec g711ulaw
!

Configure E1 R2 Signaling

The Outbound Option Dialer may be configured with systems using the E1 R2 signaling protocol. E1 R2 signaling is a channel associated signaling (CAS) international standard that is used with E1 networks in Europe, Latin America, Australia, and Asia. For more information, see E1 R2 Signaling Theory

The high-level procedure for configuring an E1 R2 controller for use with the Outbound dialer is summarized below. For full configuration details, see E1 R2 Signaling Configuration and Troubleshooting.

Procedure

Step 1

Set up an E1 controller connected to the private automatic branch exchange (PBX) or switch. Ensure that the framing and linecoding of the E1 are properly set for your environment.

Step 2

For E1 framing, choose either CRC or non-CRC.

Step 3

For E1 linecoding, choose either HDB3 or AMI.

Step 4

For the E1 clock source, choose either internal or line. Keep in mind that different PBX's may have different requirements for their clock source.

Step 5

Configure line signaling.
Step 6

Configure interregister signaling.
Step 7

Customize the configuration with the cas-custom command.

Example E1 R2 Settings

controller E1 0/0/0
  framing NO-CRC4
  ds0-group 1 timeslots 1-15,17-31 type r2-digital r2-compelled ani
  cas-custom 1
  country telmex
  category 2
  answer-signal group-b 1
  caller-digits 4
  dnis-digits min 4 max 13
  dnis-complete
  timer interdigit incoming 1000
  groupa-callerid-end

Outbound Option Software Installation Steps

This section discusses the tasks that are associated with installing Outbound Option and related components. Before proceeding, navigate to the Side A data server and stop all ICM services there. Then perform the steps in the following sections.

Software Installation and Database Creation

In the next phase, you install the Outbound Option component software and create its database. The following table lists the steps that comprise software installation and database creation.

Table 5. Software Installation and Database Creation Steps

Step

Task

See the topic that describes

1

Install the Outbound Option private database on the Logger platform.

How to create an Outbound Option private database.

2

Install the Dialer component on the PG platform.

Install Dialer Component on the PG Platform

4

Install the MR PG on the PG platform.

How to install the MR PG on the PG platform.

Create Outbound Option Private Database

Before you use Outbound Option, estimate the size for the Outbound Option private database. Then, create the private database on the Logger Side A platform with the ICM ICMDBA utility.


Important

Create the Outbound Option private database on Side A only.

Procedure

Step 1

Collect the following information:

  • The size, in bytes, of each customer record in the import file. If the size is less than 128 bytes, use 128. (RecordSize)

  • The number of records that are imported. (RecordCount)

  • Do the records from new imports replace or append to records that are already in the database?

Step 2

Estimate the contact table size as follows:

  • If imports overwrite existing records: Do not change record count.

  • If imports append to existing records: RecordCount = total number of rows kept in a customer table at a time.

  • contact-table-size = RecordSize * RecordCount * 1.18

Step 3

Estimate the dialing list table size as follows:

  • If imports overwrite existing records: RecordCount = number of rows imported * 1.5. (50% more rows are inserted into the dialing list than are imported.)

  • If imports append existing records: RecordCount = total number of rows kept in customer table at a time * 1.5

  • dialing-list-table-size = rows in dialing list * 128 bytes * 4.63

Step 4

Calculate the database size using this formula: 

(Number of rows in all DL tables * (size of one row + size of index) ) + 
(Number of rows in personal call back table * (size of one row + size of index) ) +  
(Number of rows in Contact List table * (size of one row + size of index))
Step 5

Start ICMDBA by entering ICMDBA in the Microsoft Windows Run dialog box or command window.

Step 6

Select the Logger. Then, select Database > Create.

Step 7

In the Create Database window, specify the Outbound Option database type.

Note 

Enable autogrow on the database.

Step 8

Click Add. The Add Device window appears.

Use this window to create a new data device and log device for the Outbound Option database. Specify the disk drive letter and size in megabytes for each new device.

Step 9

Click OK to create the device.

Step 10

Click Create, and then click Start.

Step 11

Click Close.

If necessary, you can later edit the device to change storage size, or remove a device, using the Database > Expand option.


Caution
You cannot make manual changes to the contents of the Outbound database. Do not use triggers in the Outbound database. Do not add or modify triggers for the dialing lists or personal callback list. The Dialer_Detail table in the logger or HDS contains the information that custom applications require. Extract that information from the historical database server (HDS) to a separate server where the custom application can process the data without impacting the HDS.

Configure the Logger for Outbound Option

Use this procedure to configure the Logger for Outbound Option.

Procedure

Step 1

Open the Web Setup tool.

Step 2

Choose Component Management > Loggers.

Step 3

Choose the Logger that you want to configure, and click Edit.

Step 4

Click Next twice.

Step 5

On the Additional Options page, click the Enable Outbound Option check box.

Step 6

Select the Syslog box to enable the Syslog event feed process (cw2kfeed.exe).

Note 
The event feed is processed and sent to the Syslog collector only if the Syslog collector is configured. For more information about the Syslog event feed process, see the Serviceability Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.
Step 7

Click Next.

Step 8

Review the Summary page, and click Finish.

Upgrade Outbound Option from a Previous Release

If you are upgrading from a previous CCE/CCH release, run the Enhanced Database Migration Tool (EDMT) to upgrade your Outbound Option database. Otherwise, Campaign Manager does not start, and an alarm for an incorrect private database version triggers. See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_installation_guides_list.html for instructions on running EDMT.

Install Dialer Component on the PG Platform

Procedure

Step 1

Stop all ICM Services.

Step 2

On both the Side A and Side B PGs, run Peripheral Gateway Setup. Select Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 3

In the Cisco Unified ICM/Contact Center Enterprise & Hosted Setup dialog, select an instance from the left column under Instances.

Step 4

Click Add in the Instance Components section.

The ICM Component Selection dialog opens.

Step 5

Click Outbound Option Dialer.

The Outbound Option Dialer Properties dialog opens.

Step 6

Check Production mode and Auto start at system startup, unless your Unified ICM support provider specifically tells you otherwise. These options set the Dialer Service startup type to Automatic, so the dialer starts automatically when the machine starts up.

Step 7

For Dialer Type, select the radio button for SIP (Session Initiation Protocol).

Step 8

Click Next.

Note 
After you create a dialer, you cannot change the Dialer Type. To switch dialer types, delete the existing dialer and create a new dialer.
Step 9

An Outbound Option SIP Dialer Properties dialog appears if you selected SIP as your Dialer Type. Supply the following information on this page:

  • In the SIP Dialer Name field, enter the name of the SIP dialer, for example, Dialer_for_Premium_Calling_List. There is a 32-character limit. The name entered here must match the name that is configured in Configuration Manager.

  • For SIP Server Type, select either Cisco voice gateway or CUSP/CUBE (Cisco Unified SIP Proxy or Cisco Unified Border Element.

  • In the SIP Server field, enter the hostname or IP address of the Cisco voice gateway.

  • In the SIP Server Port field, enter the port number of the SIP Server port. Default is 5060.

Click Next.

Step 10

On the Outbound Option Dialer Properties dialog, specify the following information:

  • Campaign Manager—The hostname or IP address of the Side A Logger. You must supply a value in this field.

  • CTI server A—The hostname or IP address of the VM with CTI server Side A. This server is typically the same VM where the PG is located.

  • CTI server port A—The port number that the dialer uses to create an interface with CTI server Side A. The default is 42027. Make sure the CTI server port matches with the CG configuration. Locate the CTI OS Server port number by running the Diagnostic Framework Portico page from the call server machine, and selecting ListProcesses.

  • CTI server B—The hostname or IP address of the VM with CTI server Side B. This server is typically the same VM where the PG is located.

  • CTI server port B—The port number that the dialer uses to create an interface with CTI server Side B. The default is 43027.

  • Heart beat—The interval between dialer checks for the connection to the CTI server, in milliseconds. The default value is 500.

  • Media routing port—The port number that the dialer uses to create an interface with the Media Routing PIM on the Media Routing PG. The default is 38001. Make sure the Media routing port matches that of the MR PG configuration. Access this registry key: Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\mango\PG2A\PG\CurrentVersion\PIMS\pim1\MRData\Config\ApplicationTcpServiceName1.

Step 11

Click Next. A Summary screen appears.

Step 12

Click Next to begin the dialer installation.

Optional - Edit Dialer Registry Value for AutoAnswer

If you enable auto answer in the CallManager with a zip tone, you must disable auto answer in the Dialer. A zip tone is a tone sent to the agent's phone to signal that a customer is about to be connected.

To disable auto answer in the Dialer, after the Dialer process runs for the first time, change the value of the Dialer registry entry, AutoAnswerCall, to 0.

For information on other Dialer registry settings see, Dialer Registry Settings.

See Auto Answer Configuration on Agent Phones for details about other options for auto answer that support agent notification of an incoming call.

Modification of Local Static Route File

The SIP Dialer installation process installs an empty template file named DNPHost in the \icm\customerInstanceName\Dialer directory. This file defines the static route mappings of a dialed number wildcard pattern to the IP address or host name with which an agent phone or CTI Route point is registered. For each static route you define, add a row in the following format: 

 wildcard pattern, IP address or host name, description

Examples:

 7?????, 10.86.227.144, transferring outbound calls to agent extensions 
86! , 10.86.227.186, for CTI Route Points on CUCM node1 
4?????, gambino.cisco.com, transfer to IVR campaign

For single gateway deployments, the SIP Dialer reads the static routing info from DNPHost and uses the information to construct the SIP REFER message. If the SIP Dialer supports a voice gateway, the SIP Dialer loads DNPHost, validates the routing entries, and sends an alarm if the file does not exist or is invalid.

See the installed DNPHost file template for additional information about its use.

Auto Answer Configuration on Agent Phones

The dialer component is preconfigured during installation to auto answer Outbound Option related calls to the Outbound Option agent. However, this default configuration does not provide a zip tone to the agent (which notifies of incoming calls), so agents must monitor the agent application for incoming customer calls.

To enable zip tone, enable auto-answer on the agent’s phone configuration in Unified CM. This solution adds about a second onto the transfer time. This solution is identical to the solution that is used for Unified CCE.

For Mobile Agents using the nailed connection, the Unified CM auto answer setting does not provide a zip tone, but contact center enterprise does provide an option for playing a notification tone to the agent using the agent desk settings.

Enabling auto answer in the agent desk settings or in the dialer component in conjunction with the Unified CM can be problematic. Therefore, disable the auto answer option in the dialer component, and enable it either in the agent desk settings or in Unified CM.

Install MR PG

Perform the following steps to install the MR PG on the Side A platform.

Procedure

Step 1

Run ICM Setup to install a PG that corresponds with PG2, which was configured earlier.

Step 2

In the Peripheral Gateway Properties window, select the PG2 PG Node ID and the MediaRouting Client Type.

Step 3

Click Next.

Step 4

Add a PIM, PIM1.

Step 5

In the MediaRouting Configuration window, enable the PIM.
Step 6

Enter the peripheral name and the peripheral ID (recorded at the end of the procedure described in Configure Media Routing PG (MR PG)) of the MR_PIM.

Step 7

Set the Application Hostname fields:

  • For simplex deployments, set both of the Application Hostname fields to the computer name of the Outbound Option Dialer.
  • For duplex Sip Dialers with duplex MR PG deployments,

    • Specify the local Dialer HostName in ApplicationHostName1.

    • Specify the remote, duplex Dialer HostName in ApplicationHostName2.
Step 8

Set the Application Connection Port to the port number used by the Outbound Option Dialer (usually 38001).

Step 9

Click Next until Setup finishes. When Setup finishes, click Finish.

Step 10

Repeat the preceding steps to install the MR PG on the Side B PG platform.

What to do next

When you add new PG make sure that PG ID is provided in the Router configuration. Provide the number that is assigned to the PG in the Enable Peripheral Gateway field in Web Setup. See chapter: Installation in https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html

Installation of Cisco CTI Controls

This section describes the installation process for the Cisco CTI controls. It also describes how to install the Cisco CTI Toolkit Outbound Desktop (Win32) for Unified CCE.

Perform the following procedures to install CTI controls to support Outbound Option on the desktop.

See the CTI documentation available online at http://www.cisco.com.

Integrate Outbound Option with CTI OS

Outbound Option works with CTI OS, which provides an object-based interface to the CTI Server using the COM and C++ interfaces. These interfaces permit development of agent desktop applications that interface with Unified ICM software.

Outbound Option is fully compatible with the CTI OS CIL library and the CTI Toolkit Agent Desktop (Win32). While there are no Outbound Option-specific controls available for the CTI Toolkit Agent Desktop (Win32), a sample CTI OS Desktop (known as the "Cisco CTI Toolkit Outbound Desktop (Win32)"), which supports Outbound Option, is shipped with the product (located in <Drive Letter>:\Program Files\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32 CIL\Samples\CTI Toolkit Outbound Desktop). In addition, the standard CTI Toolkit Agent Desktop (Win32) can be modified to display all Outbound Option ECC variables in the call variable grid.


Note
Be aware that CTI OS Release 7.0(0) and greater uses CTI Protocol 11. As a result, there are more CTI fields available in CTI OS (for example, call type, CampaignID, and QueryRuleID).

When installing, install the CTI OS Client, select the CTI Toolkit SDK and the Win32 check boxes to access the CTI Toolkit Outbound Desktop (Win32) sample. (See the "Install CTI Toolkit Outbound Desktop (Win32)" section for more details.)

If you are running Outbound Option with CTI OS, perform the following procedure to add Outbound Option ECC variables to CTI OS Server:
Procedure
Step 1

Log in to the CTI OS server.

Step 2

Rename the <Drive Letter>:\ICM\CTIOS_bin\blendedagent_addecc.reg.txt file to blendedagent_addecc.reg.

Step 3

Save the blendedagent_addecc.reg read-only file. Right-click the file, select Properties, and then uncheck the Read Only check box.

Step 4

Edit the blendedagent_addecc.reg file and globally change "InstanceName" to the real system instance name and save it.

Step 5

Double-click on theblendedagent_addecc.reg file to add the Outbound Option ECC variables to CTI OS.

Step 6

In the Node Manager, restart the CTI OS service on the call server.

Step 7

Restart all CTI OS Desktop clients to download the new ECC variables.

What to do next

See the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for more information.

After the Outbound Option ECC variables have been added to the standard CTI Toolkit Agent Desktop (Win32), the values can be set through the grid. (See the "Outbound Option Extended Call Context Variables" section for a description of each ECC variable.)

Configure CTI OS Server for Outbound Option

If you are running Outbound Option with CTI OS, perform the following procedure to add Outbound Option expanded call variables to CTI OS Server:

Procedure
Step 1

Log in to the CTI OS server.
Step 2

Rename the <Drive Letter>:\ICM\CTIOS_bin\blendedagent_addecc.reg.txt file to blendedagent_addecc.reg.

Step 3

Right-click the file, select Properties, and then uncheck the read-only check box.

Step 4

Edit the blendedagent_addecc.reg file and globally change "InstanceName" to the system instance name from your Unified ICM setup.

Step 5

Save the file.
Step 6

Double-click the blendedagent_addecc.reg file to add the Outbound Option expanded call variables to CTI OS.

Step 7

In the Node Manager, restart the CTI OS service on the call server.
Step 8

Restart all CTI OS Desktop clients to automatically download the new expanded call variables.

Install CTI Toolkit Outbound Desktop (Win32)

A sample CTI OS Desktop (known as the “Cisco CTI Toolkit Outbound Desktop (Win32)”), which supports Outbound Option, is shipped with the product. It is located in <Drive Letter>:\Program Files\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32 CIL\Samples\CTI Toolkit Outbound Desktop.

Procedure
Step 1

Install CTI OS Client and confirm that the CTI Toolkit SDK and Win32 check boxes are checked.

Note 
See the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for detailed information about installing the CTI Toolkit SDK.
Step 2

Access the CTI Toolkit Outbound Desktop (Win32) from the following location:

<Drive Letter>:\Program Files\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32 CIL\Samples\CTI Toolkit Outbound Desktop
Step 3

Double-click the CTIOSOutOptSSoftphone.exe file. The CTI Toolkit Outbound Desktop (Win32) displays.

Integrate Outbound Option with Standard CTI Toolkit Agent Desktop

Outbound Option is fully compatible with the CTI OS CIL library and the CTI Toolkit Agent Desktop (Win32). While there are no Outbound Option-specific controls available for the CTI Toolkit Agent Desktop (Win32), the standard CTI Toolkit Agent Desktop (Win32) can be modified to display all Outbound Option expanded call variables in the call variable grid.

Set Outbound Option Expanded Call Variables

After you add the Outbound Option expanded call variables to the standard CTI Toolkit Agent Desktop (Win32), you can set the values through the grid on the Agent Desktop with Outbound Option. When the agent logs in, the Outbound Option-related expanded call variables are visible. The agent can then change values for those variables.

Setup of Outbound Option in Cisco Desktop Administrator

This section provides information about setting up Outbound Option with Cisco Desktop Administrator. When using Outbound Option with Cisco Agent Desktop, outbound calls appear as inbound calls to the agent, and information about the call appears in the Enterprise Data pane.

See the CAD documentation available online at http://www.cisco.com for more information.

Outbound Option Enterprise Data

To enable Outbound Option enterprise data to appear in the Cisco Agent Desktop Enterprise Data window, the administrator must edit the Default layout to include some or all Outbound Option variables. These variables are prefixed with "BA." (Edit the default enterprise data layout in the Cisco Desktop Administrator.)

  • BAAccountNumber [200]

  • BABuddyName [201]

  • BACampaign [202]

  • BADialedListID [203]

  • BAResponse [204]

  • BAStatus [205]

  • BATimeZone [206]


Note

  • The BAStatus field is required. All other BA fields are optional for Progressive and Predictive modes. In Preview mode, the Skip button will not work if BADialedListID is not enabled.

  • The BABuddyName field is required, to see the customer’s name being called.

  • If a call is part of a Preview dialing mode campaign, the first letter in the BAStatus field entry is P. If a call is part of a Direct Preview dialing mode campaign, the first letter in the BAStatus field entry is D.

Add Enterprise Data Fields to Layout List

Use the following procedure to add the Outbound Option variables.

Procedure
Step 1

Start Cisco Desktop Administrator.
Step 2

In the navigation tree, navigate to the Layout Editor in the Enterprise Data window: Location > (logical contact center name) > Enterprise Data Configuration > Enterprise Data. Click Edit.

Step 3

Add the following fields to the Layout List by selecting the field from the Available Fields List, and then clicking the left arrow button:

  • BAAccountNumber

  • BABuddyName

  • BACampaign

  • BADialedListID

  • BAResponse

  • BAStatus

  • BATimeZone
Step 4

Click OK.

Step 5

Click Apply to save your changes.

Verification

This section provides a series of verification steps to determine if the system has been installed properly. These steps are designed to pinpoint problems that might exist in the setup before actually attempting to deploy the Dialer. If problems occur while using this product, please see this section before contacting Cisco Technical Support (TAC).


Note

This section assumes that the Outbound Option application is installed and at least one Dialer has been configured along with its associated port map. This section also assumes that the Dialer port map has been exported and configured on Unified CM using the BAT tool.

Dialer Component Status

Customer Instance Name

The customer instance name shows the dialer’s customer instance, node name, and process name. This can be used if TAC asks you to interrogate the system while debugging a problem for a case.

Campaign Manager

The Campaign Manager shows the Campaign Manager connectivity status. This status is either A for active or X for disconnected. If the Campaign Manager connectivity status is X, the dialer is not connected to the Campaign Manager.

Try pinging from the dialer to the active Campaign Manager by hostname and by IP Address.

  • If the ping fails for the IP address, recheck that the IP address is correct and troubleshoot network connectivity.

    Check to verify whether Outbound Option has been enabled, and the Campaign Manager process is running.

  • If the ping is successful for the IP address but not for the DNS hostname, check that the DNS hostname is correct and that it is properly configured in the system’s DNS server.

  • If the ping is successful, then recheck the dialer component setup to see if the dialer component setup contains the wrong address or port number for the Logger.

  • Check to see if the name of the Dialer configured in Configuration Manager matches the name entered during PG setup.

CTI Server

The third block shows CTI Server connectivity status. This status is either A for active or X for disconnected. If the status is X, then the dialer cannot connect to either CTI Server on side A or side B.

Try pinging from the dialer to the CTI Server/PG machines by hostname and by IP address.

  • If the ping fails for the IP address:

    • Recheck that the IP address is correct, and troubleshoot network connectivity.

    • Check to see whether the CTI Server processes are running.

  • If the ping is successful for the IP address but not for the DNS hostname, check that the DNS hostname is correct and whether it is properly configured in the system’s DNS server.

  • If the ping is successful, then recheck the dialer component set up to see if the dialer component set up contains the wrong address or port number for the CTI Server.

  • Check that the PG is online. Check that the PG has been enabled properly in the ICM Router setup.

Ports

The fourth block shows the state of all dialer ports. The first value, C, shows the total number of configured ports. The second value, R, shows the total number of ready ports. Finally, the third value, B, reports the number of dialer ports that are blocked. (This is runtime activity; it is unusual for ports to be blocked.)

If the number of ports Configured is zero, then the dialer is not receiving port configuration from the Campaign Manager component. Check to verify that ports are configured properly.

If the number of Ready ports is zero, confirm that the PG has been started.

MR PIM

The next block shows connectivity status with the MR PIM. This status is either A for active, X for disconnected, or NR which means connected but not yet able to route. (The U status is rarely seen and indicates that a particular connectivity object within the dialer has not been created yet.)

- If the MR Status is X, check the connectivity by verifying the MR PG address and port configured in the dialer component setup.

If the MR PG status is NR, then the Media Routing connection is established. Check to see if the MR PG is online by looking at its status window.

SIP Dialer

The final block shows connectivity status with the SIP Proxy or Voice Gateway that is connected to the SIP dialer. This status is either A for active, X for disconnected, or D for heartbeat disabled.

Verify Critical Configuration Steps

In the Dialer Configuration Component, click the Port Map Selection tab and ensure the Dialer is assigned to a Unified CM PG.

Verify Database Configuration

For SQL Server 2008 R2, perform the following steps:

Procedure

Step 1

Open the SQL Server Management Studio.
Step 2

Expand the databases.
Step 3

Select the <cust instance_baA> Outbound Option database. Right click and select Properties.

Step 4

Select the Files page.

Step 5

In the database file row, click the button in the Autogrowth column. A Change Autogrowth dialog box appear.

Step 6

Ensure that the Enable Autogrowth box is checked. Click OK.

Step 7

In the log file row, click the button in the Autogrowth column. A Change Autogrowth dialog box appears.

Step 8

Ensure that the Enable Autogrowth box is checked. Click OK.

Step 9

Select the Options page.

Step 10

On the Recovery Model drop-down menu, select Simple.

Step 11

Click OK.

Verify Router Registry Key

If you are using the Transfer to IVR feature, verify that the following router registry key on Side A and Side B of the Router has a value of 2. 
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<customer
      instance>\RouterA/B\Router\
      CurrentVersion\Configuration\Global\SkillGroupCallsInQTimerInterval = 2

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