Configuring Outbound Contact

[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.

Configure OCS application

• Follow the standard deployment procedure [we can add a link here] for deploying OCS.
• Add a primary SIP Server that is associated with the SIP Switch for Communication DNs (see below, SIPS_CommDN) in the Connections tab.

[How many OCS apps do we need? recommend?]

Configure SIP Server application

1. Configure a standalone (non-cluster) SIP Server application with the name, for example, SIPS_CommDN. Follow the standard procedure for configuring your SIP Server Application object. Refer to the SIP Server Deployment Guide for instructions.
   • 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 the step that follows (SIP_CommDN).
2. Add this created SIP Server in the Connections tab of the OCS and Stat Server applications.

Configure Switch object

1. Create a Switch object of type SIP Switch with the name, for example, SIP_CommDN.
   • In the General tab, set the T-Server field to None.

Configure Communication DNs

1. In the Switch > DNs folder, create a Communication DN(s). At least one Communication DN should be configured in each tenant.
   • In the Annex tab of the DN, create the default section. In the default section, create the outbound_contact_server option and set it to true.

OCS communicates through a registered Communication DN with the outbound_contact_server option set to true if this Communication DN is configured in the same tenant as the SIP Cluster switch. If there are more than one such Communication DN, OCS communicates through the Communication DN with the lowest DBID.

Configure Trunk Group DNs

1. In multi-tenant environment within your Tenant, under SIP Cluster Switch object, 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 Annex > OCServer section, set the outbound_contact_server to true to enable a Trunk Group DN for use by OCS.