I'm trying to set up an Outbound Campaign (Agent Progressive) with CCX + CUBE but CCX does not recognize mobile calls.
Context:
In the contact list I have both Italian national numbers starting with prefixes in the range 010-099 (such as 011XXXXXXX) and numbers following the pattern 3XXXXXXXXX (Italian mobile phones). In the campaign settings, I added an extra 0 as a dialing prefix in order to tell the Call Manager System that campaign calls must be sent outbound. Of course, I omit such a prefix when I load the contact list.
Problem:
On Finesse, when a national number answers, all works smoothly: an available agent is automatically put in contact with the callee without any further action. In this case, call variables such as "BA Buddy Name" are correctly displayed. The displayed number in Finesse follows the format "0011XXXXXXX".
However, when a mobile phone is called, the agent just sees an incoming call in Finesse coming from 3XXXXXXXXX (this time the dialing prefix is omitted). No call variables are available this time. Moreover, the agent must explicitly press the button "answer" to accept the call. It looks like that call does not match any entry in the contact list.
In the CUIC:
Strangely enough, in the CUIC report Agent Outbound CCDR Report, I cannot see calls to mobile phones, even if the agent pressed "Answer" to start a call.
Expected behavior:
The machinery should manage mobile contacts in the same way it manages national numbers i.e.,: call variable detection, auto answers, entries in CUIC logs.
More details (logs):
According to the logs, for the outbound call to the mobile number, CCX does not recognize the call ringing on the agent 'Agent01' line as being the same connection for the outbound call. For the working scenario, AgentOutboundContactKey includes the prefix '0' + the contact number. But in the non-working case AgentOutboundContactKey does not include the prefix.
++ WORKING CASE:
===========
## Following the REFER from CCX, the ResourceManager associates the agent 'Agent01' for this call:
- 8033538: Feb 08 17:43:55.206 CET %MIVR-SS_RM-7-UNK:classifyCall 3339741/2 Rsrc: Agent01 CallingAddr: 0011XXXXX LRAddr:null Type:NonIAQ(Else)
- 8033540: Feb 08 17:43:55.206 CET %MIVR-SS_RM-7-UNK:Called Address returned from JTAPI :YYYY
- 8033542: Feb 08 17:43:55.207 CET %MIVR-SS_RM-7-UNK:handleAgentOutboundCall Checking whether the call is agent outbound. Key is AgentOutboundContactKey [agentPhoneNumber=YYYY, contactPhoneNumber=0011XXXXX]
- 8033543: Feb 08 17:43:55.207 CET %MIVR-SS_RM-7-UNK:Processing msg: SessionOfferedMsg (Rsrc:Agent01 ID:3339741/2 Type:NON IAQ)
## Here, ResourceManager recognizes this resource as an Outbound resource for this particular call - AgentOutboundResourceRingingMsg:
- 8033544: Feb 08 17:43:55.207 CET %MIVR-SS_RM-7-UNK:handleAgentOutboundCall AgentOutboundResourceRingingMsg-- AgentOutboundResourceRingingMsg (Call Id: 3339741/2OutboundContactKey: AgentOutboundContactKey [agentPhoneNumber=YYYY, contactPhoneNumber=0011XXXXX])
- 8033545: Feb 08 17:43:55.207 CET %MIVR-SS_RM-7-UNK:Agent Agent01 processSessionOfferedMsg(SessionOfferedMsg (Rsrc:Agent01 ID:3339741/2 Type:NON IAQ))
- 8033546: Feb 08 17:43:55.207 CET %MIVR-SS_RM-7-UNK:Agent Agent01 .addActiveCall(3339741/2)
- 8033547: Feb 08 17:43:55.207 CET %MIVR-SS_RM-7-UNK:Agent Agent01 .setDeviceState(DEVICE_TALKING) from DEVICE_IDLE
- 8033548: Feb 08 17:43:55.207 CET %MIVR-SS_RM-7-UNK:callId is: 3339741/2 callIDInt is:36894173callerID is:0011XXXXX
- 8033549: Feb 08 17:43:55.207 CET %MIVR-SS_CM-7-UNK:ContactMgr.getRmCmContact(3339741/2) returns null
- 8033550: Feb 08 17:43:55.207 CET %MIVR-SS_RM-7-UNK:RIMgr.checkAndGetOutboundContactInfo() CallingDevice:0011XXXXX , CalledDevice: YYYY
- 8033551: Feb 08 17:43:55.207 CET %MIVR-SS_OB-7-UNK:OutboundMgrMsgProcessor:Processing msg: AgentOutboundResourceRingingMsg (Call Id: 3339741/2OutboundContactKey: AgentOutboundContactKey [agentPhoneNumber=YYYY, contactPhoneNumber=0011XXXXX])
- 8033552: Feb 08 17:43:55.207 CET %MIVR-SS_OB-7-UNK:AgentDialer::processAgentOutboundResourceRingingMsg() callID=3339741/2, key=AgentOutboundContactKey [agentPhoneNumber=YYYY, contactPhoneNumber=0011XXXXX]
- 8033553: Feb 08 17:43:55.207 CET %MIVR-SS_OB-7-UNK:OutboundContactState:getOBContactInfoFromOutboundCallData Getting Key = AgentOutboundContactKey [agentPhoneNumber=YYYY, contactPhoneNumber=0011XXXXX]
- 8033554: Feb 08 17:43:55.207 CET %MIVR-SS_RM-7-UNK:RIMACO.createContactForCall(ciscoCall, 131000007176, false, 36894173, Agent01, IAQ, CONTACT_RECEIVED, true)
++ NON-WORKING:
===============
## Following the REFER from CCX, the ResourceManager associates the agent 'Agent01' for this call:
- 8040074: Feb 08 17:44:42.583 CET %MIVR-SS_RM-7-UNK:classifyCall 3339745/2 Rsrc: Agent01 CallingAddr: 335XXXXXXX LRAddr:null Type:NonIAQ(Else)
- 8040076: Feb 08 17:44:42.583 CET %MIVR-SS_RM-7-UNK:Called Address returned from JTAPI :YYYY
- 8040077: Feb 08 17:44:42.583 CET %MIVR-SS_RM-7-UNK:Current Called Address returned from JTAPI :YYYY
- 8040078: Feb 08 17:44:42.583 CET %MIVR-SS_RM-7-UNK:handleAgentOutboundCall Checking whether the call is agent outbound. Key is AgentOutboundContactKey [agentPhoneNumber=YYYY, contactPhoneNumber=335XXXXXXX]
- 8040079: Feb 08 17:44:42.583 CET %MIVR-SS_RM-7-UNK:Exiting callChangedEvent
- 8040080: Feb 08 17:44:42.583 CET %MIVR-SS_RM-7-UNK:Processing msg: SessionOfferedMsg (Rsrc:Agent01 ID:3339745/2 Type:NON IAQ)
## ## Here, ResourceManager DOES NOT recognize this resource as the Outbound resource associated for this outbound contact - We DO NOT see an 'AgentOutboundResourceRingingMsg' here:
- 8040081: Feb 08 17:44:42.583 CET %MIVR-SS_RM-7-UNK:Agent Agent01 processSessionOfferedMsg(SessionOfferedMsg (Rsrc:Agent01 ID:3339745/2 Type:NON IAQ))
- 8040082: Feb 08 17:44:42.583 CET %MIVR-SS_RM-7-UNK:Agent Agent01 .addActiveCall(3339745/2)
- 8040083: Feb 08 17:44:42.583 CET %MIVR-SS_RM-7-UNK:Agent Agent01 .setDeviceState(DEVICE_TALKING) from DEVICE_IDLE
- 8040084: Feb 08 17:44:42.583 CET %MIVR-SS_RM-7-UNK:callId is: 3339745/2 callIDInt is:36894177 callerID is:335XXXXXXX
- 8040085: Feb 08 17:44:42.583 CET %MIVR-SS_CM-7-UNK:ContactMgr.getRmCmContact(3339745/2) returns null
- 8040086: Feb 08 17:44:42.583 CET %MIVR-SS_RM-7-UNK:RIMgr.checkAndGetOutboundContactInfo() CallingDevice:335XXXXXXX , CalledDevice: YYYY
- 8040087: Feb 08 17:44:42.583 CET %MIVR-SS_RM-7-UNK:RIMACO.createContactForCall(ciscoCall, 131000007179, false, 36894177, Agent01, NON IAQ, CONTACT_RECEIVED, true)
- 8040088: Feb 08 17:44:42.583 CET %MIVR-SS_RM-7-UNK:Agent.createGenericAgentCallContact(3339745/2, CONTACT_RECEIVED)
How can I fix this?
