Configuring OCS

[Updated]

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:

• Configure an OCS Application object:
  • Connections tab—Add a primary SIP Server associated with the SIP Cluster switch.
  • Server Info tab—Set the Port ID field to the TCport (T-Controller port).
  • Options tab: [any specific options???]

• Configure a Switch dedicated to Outbound and Communication DN(s).
• Configure Trunk Group DNs to be used by OCS.

Configuring Switch and Communication DNs for Outbound Functionality

1. Configure a standalone (non-cluster) SIP Server application with the name, for example, SIPS_CommDN. [This SIP Server application, just a dummy object, or real executable?]
   • In the Tenant tab, specify the tenant name to which this SIP Server application belongs.
   • In the Switches tab, add the Switch object you will create in Step 2, SIP_CommDN.
   • In the Connections tab:
     • Add Outbound Contact Server (OCS) applications (HA pair) that will be run in this particular tenant.(?)
     • Add Stat Server applications that will be run in this particular tenant.(?)
2. Create a Switch object of type SIP Switch dedicated to Outbound with the name, for example, SIP_CommDN.
   • In the General tab, set the T-Server field to None.
   • In the Dependency tab, add the standalone SIP Server application dedicated to Outbound, for example, SIPS_CommDN.
3. In the Outbound Switch folder, create a Communication DN(s). At least one Communication DN should be configured in each data center. (?)
   • In the Annex tab, create the default section. In the default section, create the outbound_contact_server option and set it to true.

Trunk Group DNs

1. Under the SIP Cluster Switch -> Tenant, create a DN of type Trunk Group for each data center configured for a particular tenant.
2. In the Annex > TServer section, configure the following configuration options:

Name	Value
contact	::msml
geo-location	<A string identifying the data center to which this DN belongs>
cpd-capability	mediaserver
make-call-rfc3725-flow	1
refer-enabled	false
request-uri	sip:msml@<RM-SRV-FQDN>;gvp-tenant-id=<Tenant name>
ring-tone-on-make-call	false
subscription-id	<Tenant name>

3. In the Options > OCServer section, set the outbound_contact_server to true to enable a Trunk Group DN for use by OCS.