IPCC Enterprise Outbound Option Question (with Siebel)

[Amine-K]

Dear All,

We have deployed IPCC Enterprise 7 with CallManager Cluster. Since we are using 2 different Agent options (CAD + Siebel), We have 2 CallManager PGs pointing to the same cluster but using 2 different CMPG users :

- PG1 : CM PG + CG + CTIOS + CAD => For Agents using CAD

- PG2 : CM PG + CG + CTIOS + Cisco DataStore => For Agents using Siebel Client

We have also installed a Dialer on PG1. We are using Outbound Campaigns based on CAD Agents.

Now, we need to enable some Outbound Campaigns for Siebel Agents. We used the same Dialer, on Campaign configuration, we changed only the Skill Group from a Skill Group (associated to the Peripheral of PG1) used by CAD Agents to a Skill Group (associated to the Peripheral of PG2) used by Siebel Agents.

Once we make this change, the Campaign changes its state to * deleted * on the Dialer.

Can someone help us to understand what happens.

Thanks in advance.

[Abu Hadee · Accepted solution]

Hi

You wont be able to use same dialer for this purpose.

Dialer is tightly integrated with CTI Server to query the SkillGroup Status and Dialer port status. Now CTI Server is also rely on its own PG.

So on Campaign manager when you added the Siebel Skill Group which is part of PG2, dialer will query the CG1 for this skill group. And for sure, this skill group doesn't exist in PG1/CG1.

You can use two different dialer pointing to two different CG. Please check the SRND and config guide how to deploy them.

Hope this helps.

Thank you

- abu

[Amine-K]

Hi,

Yes, you're right. We also checked SRND and it mentions that Dialer should be colocated with the Agent PG.

Thanks a lot.