UCCX Outbound Dialer does not trigger the script.

[cristian.ionica]

Hello,

I have implemented a outbound IVR solution,but I m facing problems with the script.The outbound calls are made but then you answer there is only silence and nothing plays.After 20 seconds the call drops.

Did anyone faced this issue? I m using the generic script from UCCX for outbound calls in which i added 2 prompts to be played.

[Mark Swanson]

Are you licensed for Outbound Dialer? Login to UCCX Administration and look under System > License Information > Display License(s). Outbound Dialer requires additional licensing. Why do you need it?

[cristian.ionica]

Hello,

Yes I have one outbound license.I need it to do an outbound campaign for a client,where he calls customers to annouce different things.

[Mark Swanson]

Verify the licensing requirements and prerequisites for Outbound Dialer, here;

https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118924-technote-uccx-00.html

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/configuration/guide/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10-0/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10-0_chapter_01100.html

The Outbound feature is not supported in the following Unified CCX packages:

• Unified CCX Standard version

• Unified CCX Enhanced version

• Unified IP IVR

If you have one outbound license, then I can assume you have an UCCX Premium license? Go through the configuration document for step-by-step instructions.

[cristian.ionica]

Hello,

I found the solution.

Call flow : CUBE -> UCCX

CUBE sends an invite to UCCX using port 5060 and UCCX should respond to that invite using port 5065 BUT,UCCX was using a random port for this response.

Solved it using connection-reuse via-port under sip-ua.