implementation ID For Outband Calls

[mightyking]

Hello Experts,

Our UCCX is integrated with Salesforce. For incoming calls, I get the CUCM Call ID in a script by looking for implementation ID in the Get Contact Info and send it to Salesforce via the Expanded Call Variable. 

As mentioned this works for incoming calls. Now, we need to do the same for outbound calls made by agents. 

Is there a way to accomplish this task using UCCX? Is there any solution for this demand at all? We need to get the Call ID for outbound calls and send it to Salesforce. The Call ID is required for recording (Nice Recording) purposes.

Thanks,

MK

[david.macias]

Is this for manual outbound calls? If you were using a campaign you would be able to get the ANI, but I don't see how you would get it via a manual dialing unless you create some sort of custom gadget where the agent enters the number to dial manually.

david

[mightyking]

Hi David,

Yes this is manual dialing. Do you have any examples of the gadgets that you can share?

Thanks,

MK

[Marek (gaman-gt.com)]

@mightyking 
I think that @david.macias 's idea with the gadget might work if you place the outbound call via IVR script using Place a Call step. In the doc - Link - I see that there are some variables/objects that might have the CUCM call ID as their property. But needs to be checked.

If so, i think this gadget might help you - in the gadget UI you enter the number passed as DTMF to UCCX IVR script.

• Gadget video: https://youtu.be/fW_3rb8PmKc
• Gadget doc: link (seek for chapter: Make Call Input Field)
  
   

[mightyking]

Hi Marek,

I am interested to know more about this solution. Coud you please contact me on my email btajkarimi@arctossystems.com?

Thanks,

MK

[Marek (gaman-gt.com) · Accepted solution]

A short update on this topic - validation via dCloud. Here are the screens taken from React Debug Session and from CUCM's CDR's. The outbound call was made through IVR. As you can see, the ID is the same in UCCX IVR Script and in CUCM's CDR's

[Thomas G. Johannesen]

Maybee it is possible to get the callId directly from the CDR records (if you export the cdr files and look in them).

They should have the agent phone ext. etc and the callId. And then match on calledNumber in Salesforce

Im just thinking out loud here...

[Thomas G. Johannesen]

or setup PLAR on your agent phones to an IVR.

Then every outbound call goes thrue the IVR

[david.macias]

PLAR is an interesting idea.

david

[Thomas G. Johannesen]

@mightyking Have you tried PLAR on the agent phones.

Have done a small test, and I think this could be a solution for you. You are  getting full stats on every call (Outbound), and you can get the implementation Id from every call.

[mightyking]

Hello Thomas,

Could you please let me know how I can do the PLAE on the agent phone? Need some details. Could you please share the details or point me to a document where I can find the instructions?

Regards,

MK

[Thomas G. Johannesen · Accepted solution]

Hey

The PLAR is made on the CUCM

Configure CUCM Private Line Automatic Ring-down (PLAR) - Cisco

The PLAR target number should then hit your ccx trigger with an script with the Collect Digit step, and a forward after that. (and offcourse your stats )

[mightyking]

Thank you Thomas,

I normally use the PLAR for the phones in elavators or similar places to ring a number as soon as the phone goes off hook but I am trying to understand how PLAR will help the agents to make outbound calls.

Thanks,

MK

[mightyking]

Hello Thomas and Happy New Year,

Our agents have a list of more than 200 numbers to which they make outbound calls. I am trying to figure out how the PLAN would help us to make outbound calls. Do we have to creat PLAR for each number? I understand very well the UCCX and scripting part but what I have hard time to understand is the CUCM PLAR side. Could you please shade some lights and help me to understand the PLAR side?

Thanks,

MK

[Thomas G. Johannesen]

Hey.

The PLAR target number could be a CCX trigger. The application on that trigger could then have an collect digit where you agents could dial the number  they will call, and then make a transfer after that.

So all Phones a calling the same ccx app. on the PLAR

The PLAR is just an autodial when the agent makes a dial out. So the autodial is the ccx app.