Got a scenario with IPCC Enteprise 6X with Outbound Dialing and IPIVR. Campaign will be set to leave prerecorded messages with appt times and name/address. Calls answered by live person will hear a different message than calls answered by a machine. Trying to figure out how to configure the system so that I can route calls differently to the IVR based on calls answered by an actual person and the ones answered by an answering machine (all within one campaign). Is there a way to route these two calls differently? Might be a simple solution but I've never done outbound before so any help would be appreciated.
Yes, I got some answers. On 7.1.1 and higher version of UCCE, you can do this with Call Progress Analysis (CPA) enabled and by utilizing the ICM Script Editor to route based on call classification. Check out the cisco doc below on page 66 step 9. Hope this helps.
If you have a lower version, according to Cisco there is no way to do this except to re-iniiate another campaign that looks at the results of the initial campaign after the first one and based on that call out the ones designated as answered by a machine. In essence, it will require two campaigns to handle the answering machines - pretty hokey if you ask me.
Technically, all the options for configuring it in 7.1.1 the ideal way is also available on the lower version (at least in 6.X) so it might work but I haven't tested it yet.
There is a way to do this. When a call is transferred to the IVR for playing messages, use the BAResponse variable to determine if the call is an answering machine or a live voice. If BAResponse = "CPA_Voice" it's a voice. If BAResponse = "CPA_AnswerMachine" it is an answering machine.
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The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
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proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...