Using an outbound dialer for collection calls

[george.ingles]

Currently we have a outbound dialer that is fed a list of accounts the are in collection stats. The dialer places the call and plays a pre recorded message it also gathers how the call was answered - answering machine, fax, modem, busy, human ... then updates a SQL database using an api with the captured information. 

We are currently running UCCX7.0(1)SR5 Build504 and Call Manager 6.1.3.3215-1 and were told by our Cisco vendor that we cannot do what I described.  I'm seeking a second opinion. Also, if it cannot be done at our current release levels can we update to a release that will enable this functionality?

Thanks.

[Chad Stachowicz]

Hi George,

   Your Cisco rep is correct.  You need UCCX 8.5 which also requires CUCM 8.5.  The uccx changes from Windows to linux in that upgrade and is not too much fun doing the process, but not terrible.  depends on custom code.

Sounds like a good time for a new UCS C Series chasis and an upgrade to 8.5.  UCCX is much more fully featured in 8.5 then in 7.0.

You will need to do more research on the licensing end for 8.5 and outbound, I don't remember off the top of my head.

HTH,

Chad

[Chad Stachowicz]

Check out the outbound section here... you just must make sure you have premium licenses.

In UCCX 7 there was only preview dialing, no outbound IVR predictive or any of that nice stuff.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/design/uccx851srnd.pdf

[Graham Old]

Hi George

Its not impossible but it is messy.

You can trigger a UCCX script via a http access in premium. So an external application could trigger your UCCX script and probably pass in the number to dial.

You could then do a consult call or a place call with a timeout. If the call is answered then you would have to loop on a menu step playing a message like "We have an important message for you please press 1 to listen to it".

If you get a 1 you know someone is there and can then play the message. If you don't get a 1 then after a couple of loops you could play the message anyhow and hope its the answer phone.

But you can't do Fax detect. At the end of the call you could pass back an XML document with the results in it.

You would need to write a Windows Application to trigger your script via a http access and collect the results to file in your SQL table.

How successful this is probably depends if the person being called wants to listen to your message. If its you have won the lottery come and collect you prize then it could work well. If its more pay your bill, then.

Graham