Configuring Outbound Contact

[Updated]

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.

Complete the following configuration to enable outbound functionality in your SIP Cluster environment:

• Configure the OCS application
• Configure the Stat Server application
• Configure Switch objects
• Configure Communication DNs
• Configure Trunk Group DNs

Configure the OCS application

• Follow the standard deployment procedure for deploying OCS. OCS is connected to only one SIP Cluster Node in the data center.
• On the Connections tab, add the following connections:
  • The primary SIP Server deployed in the same data center. (OCS will be connected to TController port)
  • The VQ SIP Server deployed in the same data center
  • Stat Server deployed in the same data center

Configure the Stat Server application

• Follow instructions in Configuring Stat Server.
• On the Connections tab', add the following connections:
  • The primary SIP Server deployed in the same data center.
  • The VQ SIP Server deployed in the environment.

Configure Switch objects

In the SIP Cluster Switch and VQ Switch, in the General tab, set the T-Server field to None.

Configure Communication DNs

1. In the VQ Switch > DNs folder, create a Communication DN(s). At least one Communication DN should be configured in each data center.
   • In the Annex tab of the Communication 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 the SIP Cluster Switch >DNs folder, create a DN of type Trunk Group for each data center.
2. In the Annex > OCServer section, set the outbound_contact_server to true.
3. 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=Environment (FQDN of the active-active RM pair resolved in SRV records)
ring-tone-on-make-call	false
subscription-id	Environment

Running Campaign Groups

• Active-backup mode:
  • Only one OCS is used at a time.
  • All campaign groups run on this OCS.
  • OCS in another data center is used only in a disaster recovery scenario.
• Active-active mode:
  • Campaigns run on the OCS in both data centers.

Limitation: If multiple OCS instances are running campaign groups in parallel in the same environment, one OCS will not be aware what campaign groups have been already run on the other OCS.