IVR Campaign - Distinction Between Live & Answer Machine Pickup

[limingq2010]

In IVR campaign configuration, there seems to be only one configurable DN for "After AMD and for transfer to IVR campaign". (in Skill Group Selection property dialog). Is there a way to tell if the connected call is a live pickup or answer machine pickup? Is there a run-time call variable that flags that distinction?

[Vaijanath Sonvane]

Hi,

In UCCX IVR Outbound CCDR Report, you will see Call Result column with the codes. Below are the details of those codes:

Call Result

• 1—Customer answers and is connected to an agent.

• 2— Fax machine or modem is detected.

• 3— Answering machine is detected.

• 4— Network reports an invalid number.

• 5—Customer does not want to be called again.

• 6—Call connected, but wrong number.

• 7—Call connected, but reached the wrong person.

• 8—Customer requests callback. This is not applicable for IVR-based outbound campaigns.

• 11—Busy tone is detected.

• 15—Customer phone timed out because either the customer did not answer or there is a gateway failure.

• 16—Call is abandoned because of the following reasons:
  • The Interactive Voice Response (IVR) port is not available or Unified CCX fails to transfer the call to the IVR port.
  • The agent is not available or Unified CCX fails to transfer the call to the agent.
• 17— Call failed due any one of the following reasons:

  • Dialer asked the Gateway to cancel a call that has not yet been placed

  • Gateway has declined the call

  • Gateway is down or Gateway has timed out while placing the call

  • Gateway failure or configuration issues at the Gateway.

• 18—Customer or agent abandons the call. The customer or the agent disconnects the call within the Abandoned Call Wait Time that is configured in the Unified CCX Application Administration web interface.

[piyush aghera]

UCCE DB schema is different for CallResult field in Dialer_Detail table:

System Type Values Meaning
2 Error condition while dialing.
3 Number reported not in service by network.
4 No ringback from network when dial attempted.
5 Operator intercept returned from network when dial attempted.
6 No dial tone when dialer port went off hook.
7 Number reported as invalid by the network.
8 Customer phone did not answer.
9 Customer phone was busy.
10 Customer answered and was connected to agent.
11 Fax machine detected.
12 Answering machine detected.

13 Dialer stopped dialing customer due to lack of agents or network stopped
dialing before it was complete.
14 Customer requested callback.
15 Answering machine requested callback.
16 Call was abandoned by the dialer due to lack of agents.
17 Failed to reserve agent for personal callback.
18 Agent has skipped or rejected a preview call.
19 Agent has skipped or rejected a preview call with the close option.
20 Customer has been abandoned to an IVR.

21 Customer dropped call within configured abandoned time.
22 Mostly used with TDM switches - network answering machine, such as
a network voicemail.
23 Number successfully contacted but wrong number.
24 Number successfully contacted but reached the wrong person.
25 Dialer has flushed this record because there is a change in the skillgroup,
or a change in the campaign, or there are no agents available.
26 The number was on the do not call list.
27 Call disconnected by the carrier or the network while ringing.
28 Dead air or low voice volume call.
29 Received message is not supported by voice gateway.
30 Received message is not authorized by voice gateway.
31 Invalid message received by voice gateway.
32 Call cancelled because the dialer lost connection with the Campaign
Manager.

[Omar Deen · Accepted solution]

Yes, but this only works if you're using CPA. I've attached some screen shots. BAResponse is what you're looking for.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_6_1/User/Guide/b_ucce_outbound_option_Release_11_6_1/b_ucce_outbound_option_Release_11_6_1_chapter_010.html?bookSearch=true

[limingq2010]

Thank you, BAResponse it is.