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Cisco Bug: CSCvt53798 - Option to disbale cpa for UCCX outbound Dialer calls

Last Modified

Sep 02, 2020

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

12.0(1)SU0.1

Description (partial)

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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