Hello,
I have an issue where my Agent Based Progressive Outbound Campaign is working, but is not putting the agents in a "TALKING" state when connected. They are shown as "NOT READY" and also it is not putting them in automatic wrap-up. (which I enabled on the CSQ).
1. Campaign starts and external number is dialed - Agent goes into Reserved(Outbound) state
2. UCCX detects a voice and calls the agent, external number is show as the calling number
3. Call is connected and agent is show as Not Ready instead of Talking
4. Call ends and the agent immediately goes into Ready state instead of wrap-up
Does anyone have any suggestions what may be causing this? I opened a case with TAC but I think the technician does not know and has basically started stonewalling me. He said it is being caused because the incoming call is being marked as Internal. But when I do a packet capture I see the call coming into the agent as a full number. Here is a part of the pcap. I changed fields for privacy.
SIP/2.0 200 OK
Via: SIP/2.0/UDP [CUBE Gateway]:5060;branch=z9hG4bK1F86522E4
From: "16162389765" <sip:16162389765@[CUBE Gateway]>;tag=AFFF6FC2-AAF
To: <sip:4295@[Call Manager]>;tag=18370790~e43bb9f1-e562-49d9-9ff3-b4fb796b550c-35708470
Date: Thu, 30 Jun 2022 12:00:37 GMT
Call-ID: 16A1B7BD-F7A311EC-A492CD92-7C617D0@172.29.248.21
CSeq: 101 INVITE
Allow: INVITE, OPTIONS, INFO, BYE, CANCEL, ACK, PRACK, UPDATE, REFER, SUBSCRIBE, NOTIFY
Allow-Events: presence, kpml
Supported: replaces
Server: Cisco-CUCM12.5
Call-Info: <urn:x-cisco-remotecc:callinfo>;x-cisco-video-traffic-class=DESKTOP
Supported: X-cisco-srtp-fallback
Supported: Geolocation
Session-Expires: 1800;refresher=uas
Require: timer
Session-ID: 000061a300105000a000ec63d778842c;remote=d5d48802b84c5decbae4fafc06b25d71
P-Asserted-Identity: "[My Name]" <sip:4295@[Call Manager]>
Remote-Party-ID: "[Removed for Privacy]" <sip:4295@[Call Manager]>;party=called;screen=yes;privacy=off
Contact: <sip:4295@[Call Manager]:5060>;+u.sip!devicename.ccm.cisco.com="CSF[removed]";video;bfcp
Content-Type: application/sdp
Content-Length: 327
The call flow is UCCX > CUBE > CUCM > Jabber
Here is the dial peer on the CUBE that sends the call from UCCX to CUCM:
description UCCX Agent Based Outbound Dialer - Inbound
destination-pattern 4295
session protocol sipv2
session server-group 1
voice-class codec 1
voice-class sip bind control source-interface GigabitEthernet0/0/1
voice-class sip bind media source-interface GigabitEthernet0/0/1
dtmf-relay rtp-nte sip-kpml
no vad
I will add screenshots of the campaign and CSQ to the discussion.
