Outbound dialer in uccx

In case of UCCX outbound dialing are of two type : Direct preview and IVR mode (IVR mode is further divided in progressive and predictive)

Direct preview:

In case of direct preview dialing

1. when a agent is in ready state and the dialer has selected a contact from the campaign manager the dialer ask the resource manager to reserve the resources

2. The resource manager change the agent to reserve state

3.  The dialer send a call to the Agent and same time initiate a popup in the agent desktop with the details of the contact, The agent either chooses to accept the call or reject the call if the Agent accept the call the call is connected , The dialer instruct the resource manager to place a outbound call from the Agent phone

4. Once the call is answered the the contact is closed by the dialer and marked as a voice call and send the details to the campain manager

IVR Mode:

In case of outbound dialer in IVR mode below  steps occurs;

1. The dialer chooses a contact  and as per the dialing mode (predictive or progressive based on algorithm ) dial the contact using the SIP via voice gateway

2. If the contact is not a live contcat which the SIP gateway can determine by using the CPA capability ,the dialer update the status accordingly in the configuration database

3. if the contact is a live contact then the dialer update the configuration database accordingly and send a SIP refer message to the SIP gateway which in turn transfer the call to the CTI route point associated with the IVR application which in turn choosea a IVR port and trigger the IVR application associated with the campaign .


The difference between these two is that in case of preview dialer the call is dialer from the Agent Phone while in IVR mode the acll is handled by a IVR application associated with the campaign.