Contact Center: Outbound option : connection between Agent and Customer fai

prakashj · ‎10-13-2008

Dialer has list of calls. Agent gets notification to accept call on phone (soft key?).

After accepting the call, call should get established however this is failing. Once

a phone is in this status it keeps on failing.

Administrator moves the phone to different device pool and back to recover from this or reseting the phoen helps but after some times this issue keeps repeating-

Intermittend issue, no pattern seen.

All 7940 phones. Firmware 8.0(4)

CallManager 4.1(3)SR4b

prakashj · ‎10-13-2008

followed all the below steps but still the problem persists and randomly happening.

you follow the correct procedure to do Cisco Outbound Option Installation

1. Joining the IPCCDialer to the Domain

2. Installing the Outbound Dialer

3. Machine Wizard/Deployment Wizard (for IPCCDialer)

4. Configure Outbound Call Types

5. Configure Outbound Dialed Numbers

6. Configure the Outbound Skill Group

7. Enable the Outbound Option Call Variables

8. Outbound Option System Options Configuration

9. Outbound Option Dialer Configuration

10. Outbound Option Import Rule Configuration

11. Outbound Option Query Rule Configuration

12. Outbound Option Campaign Configuration

13. Enable Outbound Mode for Cisco Agent Desktop

14. Configure CallManager Device Pool

15. CallManager Bulk Administration Tool (BAT)

16. Adding a CTI Route Point for Outbound Abandon

17. Create an Outbound Administrative Script

18. Create an Outbound Reservation Script

19. Create an Outbound Abandon Script

20. Create the xx_Survey.txt Data File

21. Testing the Outbound Option

prakashj · ‎10-13-2008

I have got the exeact logs when the problem happens from the Dialer PG.

it is due to the MR Reservation timout , Pls advive how to change this parameter in dialer..

Below are the logs..(taken during the issue time)

16:27:01 Trace: (DD) Media Routing Reservation Timed out for port: 000

16:27:02 Trace: MRTask::ProcessNewTaskFailureEvent: Received NACK for NEW_TASK

DialogueID=506, SendSeqNo=-1, ReasonCode=ICM media routing has been disabled

16:27:03 Trace: (DD) Media Routing Reservation Timed out for port: 001

16:27:05 Trace: (DD) Media Routing Reservation Timed out for port: 002

Best Rgds,Abraham

974-5824202

shayonasul · ‎10-14-2008

Did you configure the dialer ports on CM with appropriate CSS permissions for outbound dialing?

HTH,

Sulabh