DN for Outbound campaign

[cpoon]

I've setup predictive outbound campaign on OCS 7.6 integrating to a SIP server for outbound calls.

I've the following setup
- a Communication DN
- a ACD queue which contains the agents extension
- On the Voice Transfer Destination of Campaign group, I've set it to the ACD queue.

After starting the campaign, the agent desktop shows the campaign is running. However, no calls were made.

Is there any steps I've missed out?

Thanks in advance,
cp

[cavagnaro]

Hokus Pockus! Outboundsus Functiontus! Nop...magic ball broken again.
Mayybe some logs?

[René]

Cpoon,

check that ACD queue is specified as Origination DN on agent's group. If it is there check OCS log to find out why OCS doesn't see the agents.

As Cavagnaro wrote - if you post here logs of SIP Server and OCS we can have a look...

R.

[cpoon]

Sorrie about the logs...

OCS logs only shows:
09:47:30.766 Std 04503 Connected to DBServer 'OutboundContactServerDBServer for 04 RBS Calling List (420)' at host 'cmcvirtual', port 4056
09:47:30.766 Std 04503 Connected to StatServer 'StatServer' at host 'cmcvirtual', port 3030
09:47:30.766 Std 90000 Request to open DataStream: StatServer 'StatServer', StatExtension 'OCCStatExtension.jar'
09:47:30.766 Std 90001 DataStream opened: StatServer 'StatServer', StatExtension 'OCCStatExtension.jar'

Still not sure how to interpret the SIP server logs. Have attached a copy.

Have a feeling blur me must have missed out some configuration steps...

thanks in advance,
-cp

[cavagnaro]

There is an error in your calling list:
[quote]
@09:49:12.0110 [0] 7.6.000.40 send_to_client: message EventError
(Invalid Called Dn)
AttributeEventSequenceNumber 000000000000009b
AttributeTimeinuSecs 11000
AttributeTimeinSecs 1252028952 (09:49:12)
AttributeErrorCode 71
AttributeErrorMessage 'Invalid Called Dn'
AttributeReferenceID 9
AttributeExtensions [28] 00 01 00 00..
'VoiceDest' 'Outbound ACD'
AttributeUserData [780] 00 1D 01 00..
'GSW_TZ_OFFSET' -25200
'GSW_PHONE' '98248944'
'ClientCode' 'RBS'
'AccountNum' '54367VVVV3013'
'CurrentDue' ''
'LastPaymentDate' ''
'LastPromiseDate' ''
'Balance' ''
'HomePhone' 'x'
'OfficePhone' 'x6XX6667'
'MobilePhone' '82682394'
'GSW_CALLING_LIST' '04 RBS Calling List'
'GSW_CAMPAIGN_NAME' 'RBS Campaign'
'InteractionType' 'Outbound'
'InteractionSubtype' 'OutboundNew'
'GSW_RECORD_HANDLE' 3
'GSW_APPLICATION_ID' 116
'GSW_CAMPAIGN_GROUP_DBID' 102
'GSW_CALLING_LIST_DBID' 103
'GSW_SWITCH_DBID' 101
'GSW_CAMPAIGN_GROUP_NAME' 'RBS Campaign@Outbound Agents'
'GSW_CAMPAIGN_GROUP_DESCRIPTION' ''
'GSW_CHAIN_ID' 7
'GSW_ATTEMPTS' 0
'GSW_AGENT_ID' ''
'GSW_CALL_RESULT' 0
'GSW_TZ_NAME' 'PST'
'GSW_CONTACT_MEDIA_TYPE' 'voice'
'GSW_CALL_ATTEMPT_GUID' 'NOVMOO8HD96P79K6CNKF8G1O70000002'
AttributeTimeout 120
AttributeOtherDN '98248944'
AttributeThisDN 'Outbound ACD'
AttributeClientID 4
09:49:12.011 Int 04545 Interaction message "EventError" sent to 320 ("OutboundContactServer")
[/quote]

Check the format of the contact_info, are you sure your SIP Gateway can dial such number? To test open a SIP Softphone like SJPhone and dial sip:98248944@ip.gateway and see if you can make the call out

[René]

Hi,

I don't agree with Cav this time Based on provided log the call is rejected because the call is initiated on DN of type "ACD Queue".

[quote]09:49:13.013 REQ:VERIFY/DESTTYPE:REJECTED(71):ACD
  Response (71): for CRequest@018C5AE0 RequestMakePredictiveCall-OutboundContactServer[320]/10
09:49:13.013 Trc 36002 Request rejected: error code 71(Invalid Called Dn)[/quote]

I would recommend you to create Routing Point associated with that particular ACD queue and initiate call on that RP.

R.

PS. My recommendation is to use numbers instead of text for names of ACD Queues, Routing Point etc. You'll find it is good idea to use numbers when you try to integrate your SIP-based environment with standard TDM telephony

PPS. Are you a colleague of the user "Optimizer"? The logs provided by him and you are from the same system...

[cavagnaro]

Yay! True... Missed that part...sorry

[cpoon]

I've created a routing point (1901) and re-named the ACD queue to 7100. Added both 1901 and 7100 as Origination DN for agent group. Now the call result i'm getting is "Abandoned". *scratch head*

I noticed in the logs:
    --- Pre-event ---
    +++ Dialing +++
      SetContext: for party 1901.01565790-00E36738:1
15:12:15.540 internal call originator not found

what does this imply?

thanks in advance,
-cp @_@

PS If I did not guess wrong, Optimizer should be my colleague. Hehe.. never got around asking what nick they used. =p

[cpoon]

Thanks, guys. Got the outbound dialing works now.

cheers,
-cp

[cavagnaro]

What was it because the logs doesn't show anything related...

[cpoon]

Missed out the prefix "9" for outbound calls. *sigh*

[cavagnaro]

So...I was right too?