Unable to make Agent Based Outbound Call in UCCX 10.0 using Finesse

[durraze khan]

Dears,

I am not able to make Agent Based Outbound Call using Finesse (in UCCX 10), while for IVR Based Campaign the OB calls can be dialed. I have enabled ccsip messages Debugs on the Gateway for Agent Based OB call i cannot see any sip messages in logs (The trunk and Route Pattern is configured in CUCM). How I can sort the issue?

Looking forward for the response.

Best Regards,

Durraze Khan 

[durraze khan]

Dears,

The issue was sorted out, it turns out that Finesse is supported for inbound calls only in UCCX 10.0, once switched to the CAD I was able to make the Outbound calls using CAD. Thanks.

Best Regards,

Durraze Khan

[lohjintiam]

You shouldnt need to use separate tool for inbound and outbound. Finesse supports Preview Outbound call. Which method were trying to use?

Thanks!

-JT-

[Deepak Rawat]

JT, what Durraze is saying in context to Outbound Dialer with regards to Finesse in v10 is absolutely correct. Outbound Dialer functionality with Finesse is only applicable starting version 10.5 UCCX, check below:

http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118099-technote-cucm-00.html#anc8

Regards

Deepak