sip dialer call flow

[aashishk1]

hello

can someone explain how call flow for sip dialer? we have ucce 904 and ipivr 9

- aashish

[Omar Deen]

agent based or ivr based? cusp or no cusp? 

[aashishk1]

i guess both. we are not sure if agent or ivr based yet for our envorinment

we do not have sip proxy only gateway

- aashish

[Omar Deen · Accepted solution]

For IVR based

1. Scheduled import runs and contacts are added to the dialing list table 
2. Dailer is delivered records from the Campaign Manager and monitors CTI server for an available agent in the campaign skill group
3. The dialer uses its configured dialer ports in Call Manager to initiate an outbound call via voice gateway
4. The dialer will use CPA to analyze the RTP stream in order to detect whether a live voice is connected
5. Assuming a live voice is detected, the dialer now transfers the call from its dialer port on a CTI route point in Call Manager associated with ICM. ICM uses translation routing to associate the call with IPIVR and provides it instructions for treatment. The call is terminated on a CTI port
6. Upon call completion, the dialer detail records are passed from the Campaign Manager  to the router
7. The router passes this historical data to the logger database
8. The historical data is committed to the loggers database
9. Historical data is replicated to the HDS in intervals. The data is eventually committed to the HDS database for reporting purposes

[aashishk1]

what if we want 2 dialer in environment. how do 2 dialers setup in icm?

- aashish

[Omar Deen]

I've setup environments with two dialers before, but I only know of one way of doing it - so anybody reading this, if I'm wrong, please correct me. 

This is assuming you're not using a generic PG setup

I have four VM guests and each guest has the dialer component, CTI server, CUCM PG, and MRPG. 

PG1A - Dialer 1 component

PG1B - Dialer 1 component

PG2A - Dialer 2 component

PG2B - Dialer 2 component

The MRPG PIM on PG1A and PG1B will both point to Dialer 1

The MRPG PIM on PG2A and PG2B will both point to Dialer 2

When that's all setup, you can go into Portico and list the processes. for Outbound Option Dialer, one dialer should have MR-A and the other MR-X. Then for your MRPG PIMs, one side should say ACTIVE and the other CONFIGURED. So if the Dialer that has MR-A status craps out, the other dialer should go from MR-X to MR-A. The A means active and the X is disconnected. For instance:

PG1A: Dialer1 Active

PG1B: Dialer1 Configured

PG2A: Dialer2 Active

PG2B: Dialer2 Configured

Attached is a diagram

[aashishk1]

thanks you. i will discuss with my team

- aashish

[Omar Deen · Accepted solution]

For agent based, here's the basics 

1. Import runs and records are added to the dialing list table. This table is in the dialer database
2. Dialer component on the PG is delivered records from the Campaign Manager and monitors CTI server for an available agent in the skill group defined during the campaign setup.
3. Dialer identifies an available agent and sends a route request to the MRPG which then forwards the request to the Router where a reservation script executes
4. Router finds an available agent and returns a label to the MRPG which forwards the label to the dialer. The dialer places a reservation call to the agent and once delivered, automatically places the call on hold via CTI server
5. The dialer uses its configured dialer ports in Call Manager to initiate an outbound call via voice gateway
6. The dialer can use CPA to analyze RTP audio stream in order to detect where a human voice is connected
7. Assuming a live voice is detected, the dialer now transfers the call from its dialer port to a reserved agent which appears as a second call to the agent. The dialers uses CTI server to auto-answer the call and disconnects its reservation call, also updating the Campaign Manager
8. Upon call completion, dialer detail records are passed from the Campaign Manager to the router
9. The router passes this historical data to the logger
10. The historical data is committed to the loggers database
11. Historical data is repliced to the HDS in intervals. The data is eventually commited to the HDS database for repoting purposes

This is all assuming that you have some basic knowledge of the dialer, its setup process, the components and MRPG(s) that are involved.