CISCO Unified Contact Center Enterprise User Guide

Unified Contact Center Enterprise

Product Information: Outbound Option

The Outbound Option is a component of the Unified CCE system
that allows for outbound calling capabilities. It provides features
such as configuring dialers, port mapping, network VRUs, media
routing, skill groups, dialed numbers, translation routes, system
options, and ECC variables.

Outbound Option Installation

To install the Outbound Option, follow the steps below:

1. Configure the Unified CCE PG. (See detailed
   instructions)

2. Configure the Dialer component. (See detailed
   instructions)

3. Configure the port map. (See detailed
   instructions)

4. Create a Network VRU. (See detailed
   instructions)

5. Configure the Media Routing PG. (See detailed
   instructions)

6. Configure a skill group. (See detailed
   instructions)

7. Create a dialed number. (See detailed
   instructions)

8. Create a translation route to a VRU. (See detailed
   instructions)

9. Configure system options. (See detailed
   instructions)

10. Enable ECC variables. (See detailed
    instructions)

11. Enable packet capture. (See detailed
    instructions)

Configure the Dialer Component

To configure the Dialer component, follow the steps below:

1. Deploy the Dialer as a single redundant pair for each Agent PG
   with agents who handle Outbound Option calls.

2. Follow the specific configuration steps provided in the user
   manual.

Create a Network VRU

To create a Network VRU, follow the steps below:

1. Open the Configuration Manager and navigate to the Explorer
   tools.

2. Open the Network VRU Explorer tool.

3. Click “Retrieve” and then click “Add Network VRU”.

4. In the Network VRU dialog, enter a name for the VRU and set the
   Type to Type 2.

5. Save the configuration.

Note: For more detailed information about the Unified CCE
Configuration Manager tools, refer to the
Configuration Guide for Cisco Unified ICM/Contact Center
Enterprise.

Configure Media Routing PG (MR PG)

To configure the Media Routing PG, follow the steps below:

1. In the Configuration Manager, open the PG Explorer tool.

2. Click “Retrieve” and then click “Add PG”.

3. Enter a name for the PG and select a Client Type of Media
   Routing.

4. Follow any additional configuration steps provided in the user
   manual.

Outbound Option Installation

· Unified CCE Configuration for Outbound Option, on page 1 · Unified Communications Manager and Gateway Configuration, on page 6 · Outbound Option Software Installation Steps, on page 14 · Verification, on page 24

Unified CCE Configuration for Outbound Option
This section provides procedures for configuring Unified CCE for Outbound Option.

Unified CCE System Configuration for Outbound Option
The following table lists the steps required to set up your Unified CCE system to handle the optional Outbound Option components.
Table 1: Configure Unified CCE for Outbound Option

Step

Task

See

1

Configure the Unified CCE PG. Configure the PG

2

Configure the Dialer component. Configure Dialer Component

3

Configure the port map.

Configure Port Map

4

Create a Network VRU.

Create a Network VRU

5

Configure the Media Routing PG. Configure Media Routing PG (MR PG)

6

Configure a skill group.

Configure Skill Group

7

Create a dialed number.

Create Dialed Number

8

Create a translation route to a VRU. Unified CCE Documentation

9

Configure system options.

Configure System Options

10

Enable ECC variables.

Enable Expanded Call Variables

Outbound Option Installation 1

Configure the PG

Outbound Option Installation

Step

Task

See

11

Enable packet capture.

Packet Capture for Troubleshooting

Configure the PG
Procedure

Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Step 11 Step 12

In ICM Configuration Manager, open Tools > Explorer Tools > PG Explorer. Click Retrieve, and then click Add PG. Enter the name (for example, PG1). Select the Client Type, either Call Manager, CUCM, or Generic. Click Add Peripheral. Enter the name (for example, PG1_PIM1). On the Peripheral tab, check Enable post routing. Select the Default Desk Setting from the drop-down list. On the Routing Client tab, enter the routing client name (for example, PIM1_Voice). Click Save. Record the assigned Logical Controller ID for later use: ____. Record the assigned Peripheral ID for later use: ____.

Configure the Dialer Component
You deploy the Dialer as a single redundant pair for each Agent PG with agents who handle Outbound Option calls.
Procedure

Step 1 Step 2
Step 3 Step 4 Step 5
Step 6 Step 7
Step 8 Step 9

Make sure that all CCE services are running. In the Unified CCE Configuration Manager, expand Outbound Option Option and double-click Dialer to display the Outbound Option Option Dialer configuration window. Click Retrieve. Click Add to add a new dialer. Enter the required information on the Dialer General Tab. See the Configuration Manager Online Help for details of these fields. Click Save. Select the Port Map Selection tab to display the port map configuration. See the Configuration Manager Online Help for details of configuring these mappings. Click Add Configure a set of ports and their associated extensions.

Outbound Option Installation 2

Outbound Option Installation

Create a Network VRU

Step 10 Step 11

A Dialer can support 3000 ports. The allowed Telephony Port range is from 0 to 2999.
Click OK. The port mappings appear on the Port Map Selection tab. Click Save to save all the configuration information.

Related Topics Dialer Port Allocation Install Dialer Component on the PG Virtual Machine, on page 20 Outbound Option Dialer Component

Create a Network VRU
Create a Type 2 VRU to use during the Media Routing (MR) PIM setup.
Procedure

Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8

In the Configuration Manager, open the Explorer tools. Open the Network VRU Explorer tool. Click Retrieve Click Add Network VRU In the Network VRU dialog, enter a Name for the VRU. Set the Type drop-down list to Type 2. Record the VRU name: __. Click Save.

Note See the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/ en/us/support/customer-collaboration /unified-contact-center-enterprise/ products-installation-and-configuration- guides-list.html for detailed information about the Unified CCE Configuration Manager tools.

Configure Media Routing PG (MR PG)
Perform the following steps to configure the MR PG (for example, PG3).
Procedure

Step 1 Step 2 Step 3 Step 4

In Configuration Manager, open the Tools > Explorer Tools > PG Explorer. Click Retrieve, then click Add PG. Enter the Name (for example, PG3_MR). Select a Client Type of Media Routing.

Outbound Option Installation 3

Configuration for Send to VRU Campaign

Outbound Option Installation

Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Step 11
Step 12 Step 13
Step 14

Click Add Peripheral. Enter the Name (for example, PG3_MR_PIM1). On the Peripheral tab, check Enable post routing. On the Routing Client tab, enter the routing client name (for example, MR_PIM1_Voice). Set the Routing Type dropdown to None. Set the Default call type to None. On the Advanced tab, select the Network VRU from the drop-down list that you created during Unified CCE configuration for Outbound Option. Click Save. Record the assigned Logical Controller ID displayed on the Logical Controller panel for later use: ____. Record the assigned Peripheral ID displayed on the Peripheral tab, for later use: ____.

Related Topics Create a Network VRU, on page 3

Configuration for Send to VRU Campaign
Follow these procedures to create and configure the VRU.

Note See Configuring Network VRUs and VRU Scripts in the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact- center-enterprise/products-installation-and-configuration-guides-list.html for detailed information about the Unified CCE Configuration Manager tools.
Configure Network VRU Type 10
Create a Unified CVP Type 10 VRU.
Procedure

Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8

In the Configuration Manager, open the Explorer tools. Open the Network VRU Explorer tool. Click Retrieve Click Add Network VRU In the Network VRU dialog, enter a Name for the VRU. Set the Type drop-down list to Type 10. Record the VRU name: __. Click Save.

Outbound Option Installation 4

Outbound Option Installation

Assign Type 10 Network VRU to VRU-PG

Note See the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/ en/us/support/customer-collaboration /unified-contact-center-enterprise/ products-installation-and-configuration- guides-list.html for detailed information about the Unified CCE Configuration Manager tools.
Assign Type 10 Network VRU to VRU-PG
Procedure

Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Step 11
Step 12 Step 13
Step 14

In Configuration Manager, open the Tools > Explorer Tools > PG Explorer. Click Retrieve, then click Add PG. Enter the Name (for example, PG_VRU). Select a Client Type of VRU. Click Add Peripheral. Enter the Name (for example, CVP_PIM). On the Peripheral tab, check Enable post routing. On the Routing Client tab, enter the routing client name (for example, CVP_PIM_Voice). Set the Routing Type dropdown to None. Set the Default call type to None. On the Advanced tab, select the Type 10Network VRU from the drop-down list that you created during Unified CCE configuration for Outbound Option. Click Save. Record the assigned Logical Controller ID displayed on the Logical Controller panel for later use: ____. Record the assigned Peripheral ID displayed on the Peripheral tab, for later use: ____.

Configure System Options
Procedure

Step 1 Step 2

In Unified CCE Configuration Manager, expand Outbound Option, and then select System Options.
Click the General Options tab and define the dialing time range to use for all your Outbound Option campaigns, and then click OK.

Note

Remember to select AM or PM for your start and end times.

Outbound Option Installation 5

Enable Expanded Call Context Variables

Outbound Option Installation

What to do next

Note If you have previously configured campaigns, you can update them now. Click the Bulk Update tab page and define specific dialing time ranges for phone numbers, and then click Update All Campaigns.

Enable Expanded Call Context Variables
Perform the following steps to enable the expanded call context variables.
Procedure

Step 1 Step 2 Step 3 Step 4
Step 5 Step 6

In the Configuration Manager, open Miscellaneous Tools > System Information. Check Expanded call context enabled and save your change. In the List tools, open the Expanded Call Variable List tool and click Retrieve. Enable all BAxxxx variables (BAAccountNumber, BABuddyName, BACampaign, BADialedListID, BAResponse, BAStatus, and BATimezone). Select each variable, and, in the Attributes tab, check Enabled. Click Save.

What to do next
By default, the solution includes the predefined BAxxxx ECC variables in the “Default” ECC payload. You can also create a custom ECC payload for your Outbound Option call flows. Always remember that you cannot use an ECC variable unless it exists in one of the ECC payloads that you use for a call flow.

Unified Communications Manager and Gateway Configuration

In the next phase of Outbound Option installation, you set up Unified Communications Manager and its related gateway. The following table lists the steps that comprise Unified CM setup.
Table 2: Unified CM Configuration Steps for Deployments with SIP Dialer

Step Number 1
2

Task
Disable Ring Tone for Dialer Transfer
Configure SIP Trunks

Procedure
Disable Ringback During Transfer to Agent for SIP, on page 7
Configure SIP Trunks, on page 12

Outbound Option Installation 6

Outbound Option Installation

Disable Ringback During Transfer to Agent for SIP

Disable Ringback During Transfer to Agent for SIP
The voice gateway generates a ringback tone to the customer. To prevent the gateway from generating a ringback, apply a SIP normalization script to the Unified Communications Manager SIP trunk.
Apply this SIP normalization script only to the SIP trunk that handles the inbound call from the voice gateway for agent transfer.
· If your deployment uses the same gateway for both PSTN calls and the dialer, complete all steps, 1 to 13, to create a dedicated SIP trunk and apply the normalization script.

Step 1
Step 2 Step 3

Note The trunk for PSTN calls still needs a 180 RINGING SIP message for inbound calls to trigger the gateway to play ringback to the PSTN.
· If your deployment has a dedicated SIP trunk to handle the agent transfer dialer, complete steps 1 to 2 and 8 to 13 to apply the normalization script to your SIP trunk.
Procedure
Navigate to https://:8443 where identifies the Unified Communications Manager server. Sign in to Unified Communications Manager. To create a SIP trunk security profile in Unified Communications Manager, select Communications Manager GUI > System > Security > SIP Trunk Security Profile > [Add New]. The default port is 5060.

Outbound Option Installation 7

Disable Ringback During Transfer to Agent for SIP Figure 1: SIP Security Profile

Outbound Option Installation

Step 4 Step 5

Click Save. Create a new SIP trunk and add the new SIP Trunk Security Profile.
Figure 2: Create a New SIP Trunk

Step 6 Step 7 Step 8

Click Save.
Click Reset.
In Communications Manager GUI > Devices > Device Settings > SIP Normalization Scripts > [Create New], enter the following SIP normalization script into the content field. All other values remain set to default.
M = {} function M.outbound_180_INVITE(msg) msg:setResponseCode(183, “Session in Progress”) end return M

Outbound Option Installation 8

Outbound Option Installation Figure 3: Add Normalization Script

Disable Ringback During Transfer to Agent for SIP

Step 9 Step 10 Step 11

Click Save. Click Reset. Associate the new normalization script with the SIP trunk.
Figure 4: Associate Script with Trunk

Step 12 Step 13

Click Save. Click Reset.

Outbound Option Installation 9

Configuration of Voice Gateways

Outbound Option Installation

Configuration of Voice Gateways
In an Outbound Option deployment that uses the SIP Dialer, you can have these configuration types:
· The SIP Dialer connects to a SIP Proxy, such as Cisco Unified SIP Proxy. The SIP Proxy, in turn, connects to a voice gateway. A SIP Proxy can connect to more than one voice gateway. A configuration with multiple voice gateways is known as a server group.
· Alternately, the SIP Dialer connects directly to a voice gateway without a SIP Proxy. The voice gateway uses a standard dial peer configuration. This setup enables the gateway to know how to direct traffic to agent extensions or to a VRU.
Specify your configuration when you install the Dialer component.
When you configure the voice gateway, you can keep most of the default configuration values. You do set some of the configuration values. If you do not know these values, request the information from your voice network administrator.
· Enable 100rel for Outbound Option. Otherwise, Outbound calls from the SIP Dialer fail. 100rel is enabled globally on the gateway by default. However, if you also route Unified CVP calls with the gateway, you cannot have 100rel enabled globally. In this case, disable 100rel globally with the command rel1xx disable. Then, enable 100rel on the Outbound dial peer with the example dial-peer command: voice-class sip rel1xx supported “100rel”.
· The SIP Dialer does not support signaling forward unconditional under voice service voip. When configuring a voice gateway for use with the SIP Dialer, specify signaling forward none.
Telecom carriers sometimes send an ISDN alerting message without a progress indicator. This situation causes the voice gateway to send a SIP 180 Ringing message, instead of a SIP 183 Session In Progress message, to the SIP dialer. The SIP dialer can process provisional messages such as 180, 181, 182, and 183 with or without Session Description Protocol (SDP). When the SIP dialer receives these provisional messages without SDP, the dialer does not perform Call Progress Analysis (CPA) and the Record CPA feature is disabled.
To enable the SIP dialer to perform CPA, add the following configuration to the POTS dial-peer of the voice gateway: “progress_ind alert enable 8”. This code sends a SIP 183 message to the SIP dialer.
Telecom carriers sometimes send an ISDN alerting message without a progress indicator. This situation causes the voice gateway to send a SIP 180 Ringing message, instead of a SIP 183 Session In Progress message, to the SIP dialer. The SIP dialer can process provisional messages such as 180, 181, 182, and 183 with or without Session Description Protocol (SDP). The SIP Dialer processes the CPA information along with the SDP information because the SDP information is part of these provisional messages. But if the dialer receives these provisional messages without SDP, the dialer does not perform Call Progress Analysis (CPA) and the Record CPA feature is disabled. If the next provisional message changes the SDP information, the dialer processes the SDP information.
Note In a SIP Dialer with Unified CVP VRU deployment, dialer-related call flows do not invoke call-survivability scripts that are enabled on an incoming POTS dial-peer in the Ingress gateway. However, enabling a call-survivability script on an Inbound POTS dial-peer does not negatively affect dialer-related call flows.
Configure Transcoding Profile for Cisco Unified Border Element
The following example shows the transcoding profile for Cisco UBE.

Outbound Option Installation 10

Outbound Option Installation

Configure Cisco Unified Border Element

Note Transcoding impacts port density.
dspfarm profile 4 transcode universal codec g729r8 codec g711ulaw codec g711alaw codec g729ar8 codec g729abr8 maximum sessions 250 associate application CUBE !
If you use a SIP Proxy, perform the following configuration on the SIP Proxy: · Enable the SIP Dialer to reach the correct voice gateway for outbound calls. · Enable the voice gateway to reach all the applicable Unified CM and CVP nodes for calls transferred to an agent, a VRU, or to CVP. · If your SIP proxy connects to more than one voice gateway, you can optionally load balance between the voice gateways.
For detailed instructions on how to perform SIP Proxy configuration, see the Cisco Unified SIP Proxy documentation website at https://www.cisco.com/en/US/partner/products/ps10475/products_installation_and_configuration_guides_list.html.
Configure Cisco Unified Border Element
For full details on configuring the Cisco Unified Border Element (Cisco UBE) to support Outbound dialing, see Cisco Unified Border Element Configuration Guide at https://www.cisco.com/c/en/us/support/ unified-communications /unified-border-element/tsd-products-support-configure.html When configuring Cisco UBE with Outbound Option, ensure that you:
· Configure three dial-peers in the Cisco UBE. The dial-peers are used for: · Incoming calls from the dialer. · Outgoing calls to the terminating network from the Cisco UBE. · Calls to be routed to the Cisco Unified Communications Manager.
· When configuring REFER consumption, issue the following commands in global VoIP configuration mode: · no supplementary-service sip refer · supplementary- service media-renegotiate
Configure Cisco UBE for G.711 A-Law
By default the SIP Dialer always dials out calls using the U-law and A-law codec.
Outbound Option Installation 11

Configure SIP Trunks

Outbound Option Installation

For full details on understanding and configuring codec support, see Cisco Unified Border Element Configuration Guide at https://www.cisco.com/c/en/us/support/unified-communications/unified-border- element/ tsd-products-support-configure.html

Note The Cisco Unified Call Manager enables A-law by default.
To enable the G.711 A-law codec, make the following changes in the Cisco UBE/Egress Gateways.
1. Set the Outgoing dial peer codec to “g711alaw”.
Specifies that the SDP sent out from Cisco UBE to the customer end point should use the g711alaw codec.
Example:
dial-peer voice 2613 voip destination-pattern 244T session protocol sipv2 session target ipv4:10.77.58.33
session transport udp codec g711alaw no vad
2. Set the Incoming dial peer codec to “g711alaw”
Specifies that the SDP sent out from Cisco UBE to the Dialer should use g711alaw codec.
Example:
dial-peer voice 2614 voip description sipp_SIP_Incoming_DialPeer_from_dialer session protocol sipv2 session transport udp incoming called-number 244T codec g711alaw no vad

Configure SIP Trunks
Unified CM is connected to the voice gateway or the SIP Proxy by SIP Trunks, which you configure on Unified CM. Set up route patterns for the Dialer which are appropriate for your dial pattern.
Procedure

Step 1

Configure these trunks as follows:

Option

Description

If you are using a SIP Proxy

Configure two SIP trunks on Unified CM for making the transfer to agents. Configure one trunk between Unified CM and the SIP Proxy. Specify the IP address of the SIP Proxy in the Destination field. Then, configure a second trunk from Unified CM to the voice gateways. Specify the IP address of the voice gateways in the Destination field.

Note

Incoming transport time accepts TCP and UDP. The trunk accepts

traffic from the Gateway in TCP or UDP.

Outbound Option Installation 12

Outbound Option Installation

Configure E1 R2 Signaling

Option

Description

If you are not using a SIP Configure a SIP trunk on Unified CM from Unified CM to the voice gateway.

Proxy

Specify the IP address of the voice gateway in the Destination field.

If you are using Cisco UBE Configure a SIP trunk between the Unified CM and Cisco UBE. Specify the IP address of the Cisco UBE in the Destination field.

Step 2

In Unified CM clusters with more than two nodes, both the voice gateway and Cisco Unified SIP Proxy might connect to each node. To enable those connections, add the SIP trunk to a device pool that points to the Communications Manager Publisher. This configuration ensures that calls go to the agent if a subscriber node fails over. See the following configuration example:
Example:
dial-peer voice 617 voip description catch all for refer destination-pattern 617T session protocol sipv2 session target ipv4:10.86.227.107 (CUCM Publisher) codec g711ulaw !
dial-peer voice 508 voip description catch all for refer destination-pattern 508T session protocol sipv2 session target ipv4:10.86.227.107 (CUCM Publisher) codec g711ulaw !

Related Topics Disable Ringback During Transfer to Agent for SIP, on page 7
Configure E1 R2 Signaling
The Outbound Option Dialer may be configured with systems using the E1 R2 signaling protocol. E1 R2 signaling is a channel associated signaling (CAS) international standard that is used with E1 networks in Europe, Latin America, Australia, and Asia. For more information, see E1 R2 Signaling Theory The high-level procedure for configuring an E1 R2 controller for use with the Outbound dialer is summarized below. For full configuration details, see E1 R2 Signaling Configuration and Troubleshooting.
Procedure

Step 1
Step 2 Step 3 Step 4

Set up an E1 controller connected to the private automatic branch exchange (PBX) or switch. Ensure that the framing and linecoding of the E1 are properly set for your environment.
For E1 framing, choose either CRC or non-CRC.
For E1 linecoding, choose either HDB3 or AMI.
For the E1 clock source, choose either internal or line. Keep in mind that different PBX’s may have different requirements for their clock source.

Outbound Option Installation 13

Outbound Option Software Installation Steps

Outbound Option Installation

Step 5 Step 6 Step 7

Configure line signaling. Configure interregister signaling. Customize the configuration with the cas-custom command.

Example E1 R2 Settings
controller E1 0/0/0 framing NO-CRC4 ds0-group 1 timeslots 1-15,17-31 type r2-digital r2-compelled ani cas-custom 1 country telmex category 2 answer- signal group-b 1 caller-digits 4 dnis-digits min 4 max 13 dnis-complete timer interdigit incoming 1000 groupa-callerid-end

Outbound Option Software Installation Steps
This section discusses the tasks that are associated with installing Outbound Option and related components. Before proceeding, navigate to Logger Side A and Logger Side B and stop all ICM services there. Then perform the steps in the following sections.

Software Installation and Database Creation
Install the Outbound Option component software and create its database. If you want to enable Outbound Option High Availability, perform Step 1 on both Logger Side A and Logger Side B.
Table 3: Software Installation and Database Creation Steps

Step

Task

See the topic that describes

1

Install the Outbound Option private How to create an Outbound Option private database.

database on the Logger platform.

2

Install the Dialer component on the How to install the Dialer component on the PG.

PG platform.

3

Install the MR PG on the PG

How to install the MR PG on the PG platform.

platform.

Outbound Option Installation 14

Outbound Option Installation

Outbound Option for High Availability: Preliminary Two-Way Replication Requirements

Outbound Option for High Availability: Preliminary Two-Way Replication Requirements
If you plan to set up Outbound Option for High Availability two-way replication, there are several preliminary requirements.
Create an Outbound Option Database on Logger Side A and Side B If you have enabled Outbound Option on Logger Side A in a previous release, you must:
· Stop all Logger services on Logger Side A. · Perform a full database backup for the Outbound Option database on Logger Side A and restore it to
Logger Side B. Use SQL Server Management Studio (SSMS) to complete this task.
If you have not enabled Outbound Option in a previous release, you must create an Outbound Option database on Logger Side A and Logger Side B. Use the ICMDBA utility to complete this task.

Note If the database replication fails and it is resolved, the Outbound Option HA must be enabled again. In such a case, you must again synchronize the databases on the Active and Standby sides. Perform a full database backup for the Outbound Option database on Active side and restore it to the Standby side.
Define Logger Public Interface Hostname on Logger Side A and Logger Side B As you configure Outbound Option for High Availability, you must define the Logger Public Interface Hostname on both sides of the Logger. IP addresses are not allowed.
Make Campaign Manager and Dialer Registry Setting Customizations on Both Side A and Side B If you customize any Campaign Manager and Dialer registry settings on one side, you must make the same updates for the registry settings on the other side.
Stop the Logger Service Before Enabling or Disabling Outbound Option High Availability Before you enable or disable Outbound Option High Availability, stop the Logger service on the applicable side or sides. Related Topics
Configure the Logger for Outbound Option, on page 17 Create Outbound Option Database, on page 15
Create Outbound Option Database
Before you use Outbound Option, estimate the size for the Outbound Option database.
Procedure

Step 1

Collect the following information:

Outbound Option Installation 15

Create Outbound Option Database

Outbound Option Installation

Step 2
Step 3
Step 4
Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Step 11

· The size, in bytes, of each customer record in the import file. If the size is less than 128 bytes, use 128. (RecordSize)
· The number of records that are imported. (RecordCount)
· Do the records from new imports replace or append to records that are already in the database?
Estimate the contact table size as follows: · If imports overwrite existing records: Do not change record count.
· If imports append to existing records: RecordCount = total number of rows kept in a customer table at a time.
· contact-table-size = RecordSize RecordCount 1.18
Estimate the dialing list table size as follows: · If imports overwrite existing records: RecordCount = number of rows imported 1.5. (50% more rows are inserted into the dialing list than are imported.)
· If imports append existing records: RecordCount = total number of rows kept in customer table at a time 1.5
· dialing-list-table-size = rows in dialing list 128 bytes 4.63
Calculate the database size using this formula:
(Number of rows in all DL tables (size of one row + size of index) ) + (Number of rows in personal call back table (size of one row + size of index) ) + (Number of rows in Contact List table * (size of one row + size of index))
Start ICMDBA by entering ICMDBA in the Microsoft Windows Run dialog box or command window. Select the Logger. Then, select Database > Create. In the Create Database window, specify the Outbound Option database type. Click Add. The Add Device window appears. Use this window to create a new data device and log device for the Outbound Option database. Specify the disk drive letter and size in megabytes for each new device.
Click OK to create the device. Click Create, and then click Start. Click Close.

If necessary, you can later edit the device to change storage size, or remove a device, using the Database > Expand option.

Caution

You cannot make manual changes to the contents of the Outbound Option database. Do not use triggers in the Outbound Option database. Do not add or modify triggers for the dialing lists or personal callback list. The Dialer_Detail table in the logger or HDS contains the information that custom applications require. Extract that information from the historical database server (HDS) to a separate server where the custom application can process the data without impacting the HDS.

Outbound Option Installation 16

Outbound Option Installation

Configure the Logger for Outbound Option

Note If you have used the ICMDBA tool to create an Outbound Option database on Logger Side B and you later want to uninstall the release, you can manually delete the database. Use SQL Server Management Studio (SSMS) to delete the database. If you have enabled Outbound Option two-way replication, you must disable replication from both Logger Side A and Logger Side B before you can delete the database.

Note When you use the Append option to import records to the Outbound Contact Table, the size of the Blended Agent (BA) database keeps increasing and it occupies all the available space in the disk. Hence, you must manually purge the Outbound Contact Table to create more space on the disk.
What to do next
You must enable autogrowth on the Outbound Option database. For details, refer to the section on verifying database configurations. Related Topics
Outbound Option Database Verify Database Configuration, on page 27
Configure the Logger for Outbound Option
Use this procedure to configure the Logger for Outbound Option. You can (optionally) configure the Logger to enable Outbound Option and Outbound Option High Availability. Outbound Option High Availability facilitates two- way replication between the Outbound Option database on Logger Side A and the Outbound Option database on Logger Side B. Use the ICMDBA tool to create an outbound database on Side A and Side B; then set up the replication by using Web Setup. Perform the following procedure on both the Side A and Side B Loggers to configure Outbound Option or Outbound Option High Availability. Both Logger machines must be up and operational.

Important Before you configure the Logger for Outbound Option High Availability: · Confirm that an Outbound Option database exists on Logger Side A and Logger Side B.

Step 1 Step 2 Step 3 Step 4 Step 5

Procedure
Open the Web Setup tool. Choose Component Management > Loggers. Choose the Logger that you want to configure, and click Edit. Click Next twice. On the Additional Options page, click the Enable Outbound Option check box.

Outbound Option Installation 17

Additional Two-Way Outbound Option Database Replication Consideration

Outbound Option Installation

Step 6
Step 7 Step 8
Step 9
Step 10 Step 11

Click the Enable High Availability check box to enable Outbound Option High Availability on the Logger. Checking this check box enables High Availability two-way replication between the Outbound Option database on Logger Side A and the Outbound Option database on Logger Side B. Two-way replication requires that you check this check box on the Additional Options page for both Logger Side A and Side B. If you disable two-way replication on one side, you must also disable it on the other side.
You must enable Outbound Option in order to enable Outbound Option High Availability. Similarly, if you have enabled High Availability, you must disable High Availability (uncheck the Enable High Availability check box) before you can disable Outbound Option (uncheck the Enable Outbound Option check box).

If you enable High Availability, enter a valid public server hostname address for Logger Side A and Logger Side B. Entering a server IP address instead of a server name is not allowed.
If you enable High Availability, enter the Active Directory Account Name that the opposite side Logger runs under or a security group that includes that account.

Note

While using Outbound Option High Availability, if you want to change the Logger Public

Interface or Active Directory Account Name, you must disable Outbound Option High

Availability using logger setup. Only after disabling Outbound Option HA, change the Logger

Public Interfaces or Active Directory Account Name, then re-enable Outbound Option High

Availability to update the new Logger Public Interface or Active Directory Account Name.

Select the Syslog box to enable the Syslog event feed process (cw2kfeed.exe).

Note

The event feed is processed and sent to the Syslog collector only if the Syslog collector is

configured. For more information about the Syslog event feed process, see the Serviceability

Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/

customer-collaboration/unified-contact-center-enterprise/

products-installation-and-configuration-guides-list.html.

Click Next. Review the Summary page, and click Finish.

Related Topics Outbound Option for High Availability: Preliminary Two-Way Replication Requirements, on page 15 Two-Way Outbound Option Database Replication Upgrade Outbound Option for High Availability in an Existing Deployment, on page 19
Additional Two-Way Outbound Option Database Replication Consideration
Keep in mind the following consideration when setting up two-way replication.
Import to Active Side
Importing a local file succeeds only if you import it to the active side. To avoid having to identify which side is active, you can use any of the following methods:
· Create a Microsoft Windows file share that is accessible to both sides with the same mapping; for example, ///drive/file, viewable from both sides.
· Use Microsoft Windows Distributed File System (DFS). With DFS, you can set up a local drive that DFS updates for you. DFS also makes sure that operations are replicated. For more information, see your Microsoft documentation.

Outbound Option Installation 18

Outbound Option Installation

Upgrade Outbound Option from a Previous Release

· For campaigns created by using the Outbound API, you can use the Import API to import contacts without identifying the active side. For more information, see the Cisco Unified Contact Center Enterprise Developer Reference Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact- center-enterprise/products-programming-reference-guides-list.html.
Upgrade Outbound Option from a Previous Release
Outbound Option Database
If you are upgrading from a previous CCE release, run the Enhanced Database Migration Tool (EDMT) to upgrade your Outbound Option database. Otherwise, Campaign Manager does not start, and an alarm for an incorrect private database version triggers. See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_installation_guides_ list.html for instructions on running EDMT.
Do Not Call Data
To support Outbound Option High Availability and replication between Logger Side A and Logger Side B, Do Not Call data now resides in a Do_Not_Call database table. Previously, the DoNotCall data was stored in the DoNotCall.restore file on Logger Side A. The DoNotCall.restore file is a text file that contains a comma-delimited list of phone numbers and extensions (if extensions exist).
When you upgrade to the current release and enable Outbound Option (whether or not you enable High Availability), the Do_Not_Call table is initially empty, as it is newly created on each Logger side. Populate the Do_Not_Call table on Side A and Side B by importing the DoNotCall.restore file, just as you would perform any other import of customer contact information. You do this only once, when you perform an upgrade.
Upgrade Outbound Option for High Availability in an Existing Deployment
Outbound Option High Availability facilitates two-way replication between the Outbound Option database on Logger Side A and the Outbound Option database on Logger Side B. If you have enabled Outbound Option on Logger Side A in an existing deployment and want to enable Outbound Option High Availability, perform the following steps using SQL Server Management Studio (SSMS).

Note Note that you need not perform the following procedure if the baA and baB databases are already in synch. Procedure

Step 1 Step 2

On the Logger Side A server, start SSMS and perform a full database backup of the _baA database. (Refer to your SQL Server Management Studio documentation if you require further details about database backup.)
Restore the _baA database backup on the Logger Side B server, and rename it as _baB.
a) In SSMS, select Databases in the tree in the left pane, and right-click. b) Choose Restore database. c) Choose Device, and browse to the backed-up