Outboud campaign problems

[vladcbv]

Hy guys,

I am trying to configure my IPOCC 9.1.2 demo to make a Dialer Campaign.
The problem is that I am new to this, I don't understand how it works, I have read the documents from Avaya, I have read/followed all the steps in the Dialer Based Guide but my system is not making any calls..

Since I am not especting a resolution from you guys based on what I said about let me start with a question :

I see that I have configured Access Codes for Dialer "9" .. what is an access code? if the system automatically calls the customer and then transfers the call to an agent, what is this code used for ?

Thank you,

Vlad C.

 

[janni78]

Have you even done the IPOCC training?

"Trying is the first step to failure..." - Homer

 

[vladcbv]

Yes,

One year ago.. but I had to actually start working on the system 1 month ago..

 

[janni78]

Well then you'll get to go the new 13 day training soon =)

Access code is used for line prefix, if you need to dial for example 9 before the number for an outgoing call.

"Trying is the first step to failure..." - Homer

 

[vladcbv]

Fair enough

Ok, thank you for your information...

May I ask another question, this time regarding the privileges one can assign to a profile :

So there are 2 radio boxes.. I understand that the one in the left, if checked, enables the options, but what is the deal with the one on the right? where the option is "P" ?

Regards,
Vlad C.

 

[vladcbv]

I have played and played with the system..
There was a problem in my taskflow editor.. the condition of free agents wasn't good.. I simply connected the Topic - > AG and the call went through..

 

[Alfalis]

The two checkboxes you mentioned are:
1: Can the user use the feature
2(P): Can the user pass this right to other users

That way you can have for example a supervisor that can edit agents, agent groups,.... but (without P checked) can't give another user those configuration rights.

 

[vladcbv]

Oook,

Thank you for your answer Aflalis

I have noticed that If I use the diret dialer, the outbound works fine.
But when I use mechanical Dialer and follow the documentation, adding the condition to verify that the agent is free, the call flow is not working. When I remove the condition and simply Link the Telephony Outbound to the AG then it works .. So there must be something IPOCC can't do in that Logic element..

Getting back to you with updates

 

[vladcbv]

Coming back..

I have configured the system to use Mechanical Dialer with Power Dialer - Dial Factore 2.0 .. that means that CHAP should make 2 calls/free agent and then connect the call to the agent only when the customer has answered.. correct ?

This is not happening.. I created jobs in campaing and the system calls the 1st nr, then calls the second nr and so on.. no simultaneous calls .. Any ideeas on how to troubleshoot this?

Thank you !

Vlad C.

 

[janni78]

Have you made the dialer settings for the system or the specific campaign?

I had an issue using Topic Dialer that it didn't take the default setting from System, I had to enter the specific settings on each Topic.

"Trying is the first step to failure..." - Homer

 

[vladcbv]

Hmm, let me try, it's a good ideea...

Thing is I had to change the PBX ip addr.. i can make calls but my dialer won't call any jobs now..

I changed the IPO ip address under Configuration-> PBX and restart watchdog and ipo syn service.. are there any other modifications i have to do ?

Update: Found this settings -

trying again

 

[janni78]

You can check TTrace under Optional -> Dialer to see what it's doing.

"Trying is the first step to failure..." - Homer

 

[vladcbv]

I have this from TTrace :

IPO-IPOSyncService :

K9964d 13:40:20.234 TC_General ORB initialized
K9965d 13:40:20.234 TC_General Initialize database connection
K9967d 13:40:20.282 ISS_Service DB connected
L0019d 13:40:21.326 TC_General Database connection initialized
L0020d 13:40:21.326 TC_General ISS Initializing finished
L0021d 13:40:21.327 TC_General IPOCC Sync Operation Started
L0022d 13:40:21.327 TC_General Started sync service thread
L0023d 13:40:21.328 TC_General HeartBeat thread Started
L0024d 13:40:21.346 TC_General IP Office details : IP Address: 192.168.0.2 Port No: 8443 IPO User Name: Administrator
L0025d 13:40:21.346 TC_General **********Getting device for syncing whether its IPO V2 or IPOL *****
L0164d 13:40:28.443 TC_Error connect timed out


So it's remembering 0.2 .. ther's something else..

 

[janni78]

IPOSyncService is for syncing configuration between IPOCC and IPO.
I usually disable this, it's set in the PBX Configuration.

"Trying is the first step to failure..." - Homer

 

[vladcbv]

ok ..

So its calling the jobs but only for Agent Jobs.. campaign jobs are not called .. :-/
so i will investigate it and come back

 

[vladcbv]

So we have fixed the problem, we had to do a couple things to do :

- Performed system overall configuration check – applied techtip 277, 284 and Ring Timeout (Techincal Buletins from Avaya Support website ).
- Performed system check on Ipv6 setting and disable it in registry setting.
- Increased Dialer Number Types from default 0:20 to 0:59 secs
- Reactivated Taskflow with Dialer. Re-imported call jobs.