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New Member

UCCX 7 outbound dialing, problem with area codes

Hello all,

I'm just testing the outbound dialing feature in a lab, and have run into the following problem:

I have following:

outbound configuration:

general:

Customer dialing time: start (9:00) end (21:00)

dialing prefix - 9

international prefix - 00

Local Area Code: 44

Area Codes:

44 -> Europe/London

34 -> Europe/Madrid

86 -> GMT-10 (for testing purposes, does not correspond to real China time).

Then, I upload a .CSV file into a campaign with the following information:

Jane,Smith,00447111113007

Jacky,Chan,0086611115002

Juan,Pablo,0034611114001

---------------

The dialing works, the agent receives the call, accepts it, and then the call is made.

if anyone is interested, although it has nothing to do with the question itself, the calls are translated to other extension on CUCM to be able to make a call.

The problem is that, they are all treated as in the same AREA CODE, although I have clearly defined area codes for each of those countries.

when the call appears it shows on the CAD as BAAreaCode: +00060

Therefore the calls are made through to China even when it's midnight there!!!???

I know I must be doing something wrong, but I don't know what?

Many thanks for your help,

Cheers,

1 ACCEPTED SOLUTION

Accepted Solutions
Super Bronze

Re: UCCX 7 outbound dialing, problem with area codes

Hi George

Certainly looks like a bug - I have to say I've hit a lot of defects with the new subsystems on 7.x (Outbound/Agent Mail).

One thing I would try is using the 'named' zones (i.e. like Europe/Madrid rather than Etc/GMT+1), though either should work of course.

I'd probably raise a case at this point...


Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
5 REPLIES
New Member

Re: UCCX 7 outbound dialing, problem with area codes

Hi,

Nobody has ever implemented this? Can anybody tell me if you were able to correctly classify customer's phone numbers with area codes???

Thanks,

George

Super Bronze

Re: UCCX 7 outbound dialing, problem with area codes

Hi

I'm fortunate enough to be in the UK, with one time zone, and no customers using Outbound internationally :-)

This probably won't be much help, but since no one else has responded...

I had a TAC case a while back where the time zone feature raised it's head as the system threw an error when checking the timezone of an empty number. I do recall seeing entries in the log where it tested the timezone, and looked at (I think) a 3-digit code. In my case I'm pretty sure I saw some codes being matched against the wrong place (i.e. some UK mobile numbers were matched against NYC, US).

In your case it looks like your codes are not being matched, so they're getting the servers' time zone (GMT+1).

I did have a quick look at the admin guide just now, and saw this nice little paragraph:

The Area Codes Management page allows users to find, add, delete, and modify the mapping of area codes and time zones. The Outbound subsystem uses the area code of a contact’s phone number to determine the time zone of the contact’s calling area. This page can also be used for adding international area codes. International area codes must include the country code and the city code.

Now - Cisco have helpfully preconfigured all the US time zones, but the above suggests that if you are international, then you need to include more than just the country code. To me, adding a potentially large number of Country/City codes to the system even where a country has only one time zone seems fairly ridiculous...

I'd probably do two things if I were you (well, assuming you've tried deleteing the contacts and reimporting, as the settings for existing contacts aren't updated when you reconfig the general or other Outbound pages):

1) Whack on debugging (all the way up to xdebug 5 since you are in a lab) and see if you can see the timezone matching stuff in the logs

2) Speak to TAC to clarify the required configuration, or at least the process that UCCX uses to match timezones so you can work with it.

Hope this is of some use...


Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
New Member

Re: UCCX 7 outbound dialing, problem with area codes

Hi Aaron,

Thanks a lot for your answer.

I had read the paragraph that you've mentioned from admin guide as well, and have put the international code with city code as well, just in case if that was an issue, but same result.

And yes, I have re-imported the contacts.

Unfortunately I don't have much time today to do debugging, hopefully tomorrow, otherwise I might have to wait until the weekend as I'm having quite hectic days at work recently.

I'll get back after I do some debugs, hopefully it will throw up something interesting.

Regards,

George

New Member

Re: UCCX 7 outbound dialing, problem with area codes

Hi Aaron,

Sorry for being so late to answer you. But I've done quite a few tests last weekend and have couple traces as well.

Apparently, the first time I added area codes, I did something incorrect, although I do not know what exactly, because now I've added area codes and it partially worked.

Area code: 4420 - Europe/London with Daylight saving

Area code: 3498 - Europe/Madrid with Daylight saving

Area code: 8661 - GMT/+7 NO Daylight saving

The first two Area codes (Spain and London) were correctly identified, In traces I could even see:

this one is for Spain:

-----------------------------------------------------------

type=com.cisco.executor.QueuedExecutor,Thread=MIVR_CFG_MGR_INVOKE_NOTIFICATION-33-189,Thread priority=7,Original Thread=null,Original thread priority=5,Time=null,Exception=null 358035:

Jul 03 10:56:40.390 BST %MIVR-CFG_MGR-7-UNK:configStubImpl-replace() notified with DialingListConfig,time=2010-07-03 10:56:40.373,recordId=0,impl=class com.cisco.crs.outbound.DialingListConfig,desc=,key[137],columns[137,1,,Jacky,Chan,0086611115002,,,377,0,424,1,424,1,,1278150825843,6,0,0,0,0,0,0,0,0] 358036:

Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getPhoneNumber: callStatus=2callResult=0lastNumDialed=0 358037:

Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getUnformattedPhoneNumber: dlcID:138 358038:

Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getFormattedPhoneNumber: phoneNum=0034981114001 0034981114001 358039:

Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getFormattedPhoneNumber: intPrefix=00 localAreaCode=004420 lenAreaCode=6 include lac=true 358040:

Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:numToDial=0034981114001 0034981114001 358041:

Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getUnformattedPhoneNumber: dlcID:138 358042:

Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: timezone=sun.util.calendar.ZoneInfo[id="Europe/Madrid",offset=3600000,dstSavings=3600000,useDaylight=true,transitions=165,lastRule=java.util.SimpleTimeZone[id=Europe/Madrid,offset=3600000,dstSavings=3600000,useDaylight=true,startYear=0,startMode=2,startMonth=2,startDay=-1,startDayOfWeek=1,startTime=3600000,startTimeMode=2,endMode=2,endMonth=9,endDay=-1,endDayOfWeek=1,endTime=3600000,endTimeMode=2]] 358043:

Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: DST observed=true 358044:

Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: localTimeMins=716 globalStartTime=480 globalEndTime=1410 358045:

Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: isValidTime=true 358046:

Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CampaignMgr.getContactsFromMemory: no more in-memory contacts left for campaignID 1 358047:

-----------------------------------------------------------
As we can see, localTimeMins is 716 which is: 11:56AM.  That was correct time, and in between min/max globalstart times.
And this one is for London:
-----------------------------------------------------------
getPhoneNumber: callStatus=2callResult=0lastNumDialed=0 276065:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getUnformattedPhoneNumber: dlcID:130 276066:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getFormattedPhoneNumber: phoneNum=00442081114002 276067:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getFormattedPhoneNumber: intPrefix=00 localAreaCode=004420 lenAreaCode=6 include lac=true 276068:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:numToDial=00442081114002 276069:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getUnformattedPhoneNumber: dlcID:130 276070:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: timezone=sun.util.calendar.ZoneInfo[id="Europe/London",offset=0,dstSavings=3600000,useDaylight=true,transitions=242,lastRule=java.util.SimpleTimeZone[id=Europe/London,offset=0,dstSavings=3600000,useDaylight=true,startYear=0,startMode=2,startMonth=2,startDay=-1,startDayOfWeek=1,startTime=3600000,startTimeMode=2,endMode=2,endMonth=9,endDay=-1,endDayOfWeek=1,endTime=3600000,endTimeMode=2]] 276071:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: DST observed=true 276072:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: localTimeMins=627 globalStartTime=480 globalEndTime=1410 276073:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: isValidTime=true 276074:
-----------------------------------------------------------
As we see, localTimeMins is 627 which is: 10:27AM which is correctly between min/max globalstart times too.
But the problem started with GMT+7.
-----------------------------------------------------------
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CampaignMgr.getContactsFromMemory: for campaignID=1 280255:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CampaignMgr.getContactsFromMemory: campaignID=1;#of DLC=2 280256:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getPhoneNumber: callStatus=2callResult=0lastNumDialed=0 280257:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getUnformattedPhoneNumber: dlcID:131 280258:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getFormattedPhoneNumber: phoneNum=0086611115002 280259:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getFormattedPhoneNumber: intPrefix=00 localAreaCode=004420 lenAreaCode=6 include lac=true 280260:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:numToDial=0086611115002 280261:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getUnformattedPhoneNumber: dlcID:131 280262:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: timezone=sun.util.calendar.ZoneInfo[id="Etc/GMT+7",offset=-25200000,dstSavings=0,useDaylight=false,transitions=0,lastRule=null] 280263:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: DST observed=false 280264:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: localTimeMins=148 globalStartTime=480 globalEndTime=1410 280265:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: isValidTime=false 280266:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CampaignMgr.getContactsFromMemory: cannot dial at this time, will be marked RETRY
-----------------------------------------------------------
It correctly identifies Etc/GMT+7 but then it calculates the localtime wrongly... It came up with 148 which is 2:28AM... and the time I was making a call GMT+0 time was around 9:28AM so GMT+7 should've been 4:28PM...
Then I tried GMT-7 too:
-----------------------------------------------------------
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:CampaignMgr.getContactsFromMemory: for campaignID=1 433346:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:CampaignMgr.getContactsFromMemory: campaignID=1;#of DLC=2 433347:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getPhoneNumber: callStatus=2callResult=0lastNumDialed=0 433348:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getUnformattedPhoneNumber: dlcID:140 433349:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getFormattedPhoneNumber: phoneNum=0086611115002 433350:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getFormattedPhoneNumber: intPrefix=00 localAreaCode=004420 lenAreaCode=6 include lac=true 433351:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:numToDial=0086611115002 433352:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getUnformattedPhoneNumber: dlcID:140 433353:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:OutboundContactInfo:isRequestingContacts() for CSQ 2 returns true 433354:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:OutboundContactInfo:setNrGetContactsReqSent() for CSQ 2 to 1 433355:
Jul 03 11:25:40.859 BST %MIVR-SS_OB-7-UNK:OutboundContactsRequestor before sleep 433356:
Jul 03 11:25:40.859 BST %MIVR-SS_OB-7-UNK:Dialer:printLicenses() working_resources for CSQ:2 is 0 433357:
Jul 03 11:25:40.859 BST %MIVR-SS_OB-7-UNK:Dialer:printLicenses() total_working_resources:0, OB_contacts_in_progress:0 433358:
Jul 03 11:25:40.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: timezone=sun.util.calendar.ZoneInfo[id="Etc/GMT-7",offset=25200000,dstSavings=0,useDaylight=false,transitions=0,lastRule=null] 433359:
Jul 03 11:25:40.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: DST observed=false 433360:
Jul 03 11:25:40.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: localTimeMins=1045 globalStartTime=480 globalEndTime=1410 433361:
Jul 03 11:25:40.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: isValidTime=true 433362:
Jul 03 11:25:40.859 BST %MIVR-SS_OB-7-UNK:CampaignMgr.getContactsFromMemory: remaining # of in-memory contacts for campaignID 1:1 433363:
-----------------------------------------------------------
and this time it did all the way around, instead of early morning, it was 1045: 5:25PM...
I do not understand what am I doing bad... but I'm starting to think it's some kind of a bug...
------------------------------------------------------
and the other problem is: outbound dialer does not even take contacts out of the campaign for calling if the server's local time is not between global start time and global end time. which should not be the case, as I understand campaign times should be applied to area code local time not to server local time.
Many thanks to all,
Cheers,
George
Super Bronze

Re: UCCX 7 outbound dialing, problem with area codes

Hi George

Certainly looks like a bug - I have to say I've hit a lot of defects with the new subsystems on 7.x (Outbound/Agent Mail).

One thing I would try is using the 'named' zones (i.e. like Europe/Madrid rather than Etc/GMT+1), though either should work of course.

I'd probably raise a case at this point...


Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
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