Cisco Bug: CSCvt53798 - Option to disbale cpa for UCCX outbound Dialer calls
Sep 02, 2020
- Cisco Unified Contact Center Express
Known Affected Releases
Symptom: Currently it is not possible to disbale cpa for outbound dialer calls. Certain customers would require to disbale cpa (IVR detection) and quickly connect all kind of calls to Agent. Sample requirement: We have an outbound option predictive campaign but the business wants to basically disable answering machine detection and have voicemails transferred to agents so they can leave messages. We have tried to do this by trying to get the dialer to register false positives as much as it can (answering machine as voice) by using the following settings: Handle Low Volume as Voice = Yes Min Silence Period = 100 Analysis Period = 1000 Maximum Time Analysis = 1000 Minimum Speech Time = 50 Maximum Term Tone Analysis = 1000 However when the campaign runs, the dialer is still transferring calls to agents and missing the start of the call (almost like the Maximum Term Tone Analysis isn't working and it still waits until it detects the beep), evm Conditions: Currently outbound dialer calls in UCCX require cpa to be enabled. No provision to disable cpa under UCCX.
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