Configuring OCS

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Outbound Contact is an automated system for creating, modifying, running, and reporting on outbound campaigns for proactive customer contact. Outbound Contact Server (OCS) provides automated dialing and call-progress detection, so that an agent is required only when a customer is connected. OCS also intelligently uses customer data to ensure that campaigns are contacting the right customers, not just a large number of customers.

OCS supports all the dialing modes when using a SIP Server in the SIP Cluster environment. But take note of the following points when configuring OCS in this scenario:

• Only one SIP Server associated with each SIP Cluster switch can be configured in the Connections tab of the OCS Application object. Set the Port ID field of this connection to the TController port.
• For all switches used by OCS, including SIP Cluster and Virtual Queue (VQ) switches, set the T-Server field in the General tab of the Switch object to None.
• For all Trunk Group DNs used by OCS, set the following options in the Annex tab:
  • Set [OCServer].outbound_contact_server to true.
  • Set [TServer].geo-location to the name of the server to which the DN belongs.

Communication DN

OCS reports on outbound activities and supports Communication DN API requests for a SIP Cluster switch in each tenant through a Communication DN configured on a different SIP Switch type, such as SIP Cluster, in the same tenant. However, in the SIP Cluster environment, Communication DNs cannot be configured on a SIP Cluster switch.

To work around this constraint, configure a SIP Server associated with that switch in the Connections tab of the OCS Application object. Set [default].outbound_contact_server in the Annex tab of this Communication DN to true.