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Cisco Bug: CSCuj29279 - UCCX OB Skip Next feature is documented incorrectly in Cisco Admin guide

Last Modified

Feb 05, 2015

Products (5)

  • Cisco Unified Contact Center Express
  • Cisco Unified IP Interactive Voice Response (IVR) 10.0(1)
  • Cisco Unified Contact Center Express 10.0(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 9.0(2)
  • Cisco Unified Contact Center Express 9.0(2)

Known Affected Releases

9.0(2)

Description (partial)

Symptom:
Developer Confirmation:
Currently the UCCX guides stated the following:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/configuration/guide/UCCX_BK_U6CE8C22_00_uccx-admin-guide-902.pdf
Page 238
Skip-next behavior
"When an agent on an Outbound call with a customer selects the skip-next button on CAD, two options (wrongnumberornothome) are made available to this agent.
The behavior for both options is the same, the agent continue store main on the call with the customer, while the Outbound subsystem updates the phone number to be dialed to the next available number (with up to three phone number possibilities —phone01, phone02m and phone03).
If the record is imported with only one phone number, and phone02 and phone03 are empty ,this record is closed after the agent drops the call.
If phone02 is empty, but phone03 is present, then phone03 is used as the next number to dial."

Conditions:
But, this description was incorrect and will be corrected in the upcoming Cisco documentation.
The Development team stated that the true function of the Skip-next is to drop to the next contact, and not to the phone02 of the previous contact.
See below for design intent of this feature:
1) Contact will be imported every 15 seconds from database for dialing
2) Number of contacts Depend on the Buffer size in campaign.
3) When Agent press Skip-Next for Phone01 in contact1  and if contact1 has phone02 , phone02 will NOT be dialed immediately , but it will be retried during next time the Dialer picks up contact from database (Every 15 seconds )
4) When Agent does Skip , entire contact will be skipped and agent will be given new contact

With this information, the site is running to design intent and the Cisco documentation will be correct via the BUG I will open on this "Documentation Correction".
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