It had been years, maybe 10 years, since I had done dialer campaigns on Cisco Contact Center Express (UCCX). I recently got a chance to do a deep dive to some SFDC integration I did and I wanted to capture how to track a call via the UCCX logs. What we will be coving is an UCCX outbound campaign that is agent based and preview. Next you need a CSV or use the API to load a new call list. Login the agent to Finesse and a preview call will be presented to the agent. If the agent accepts the preview and the customer is then dialed out. Otherwise the agent could end the call or schedule a callback if it was accepted. The steps below walk you through every single step.
You’re going to need RTMT and Notepad++.
125439796: Sep 07 13:53:16.034 CST %MIVR-CFG_MGR-7-UNK: [MIVR_SS_OB_ReadContactsThread-750-0-ReadContactsThread] com.cisco.config.impl.ConfigManagerImpl ConfigManagerImpl-getAll():CIR[0]=ConfigImportRecord[schema=DialingListConfig#4,time=2024-03-05 13:53:13.0,recordId=15541,implClass=class com.cisco.crs.outbound.DialingListConfig,desc=,values=[15541, 30, 5008DM, Other.wav, Agent, 912145551234, , , 92, true, -1, true, -1, true, , 2024-03-05 19:53:13.0, 1, 0, 0, 0, 0, 0, 0, 0, 0, 0, false, 0, null, null, null],evalues=null]125439797: Sep 07 13:53:16.034 CST %MIVR-CFG_MGR-7-UNK: [MIVR_SS_OB_ReadContactsThread-750-0-ReadContactsThread] com.cisco.config.impl.ConfigManagerImpl ConfigManagerImpl-getAll():configObjs[0]=DialingListConfig[schema=DialingListConfig#4,time=2024-03-05 13:53:13.0,recordId=15541,desc=,recordID=0,dialingListID=15541,campaignID=30,accountNumber=5008DM,firstName=Other.wav,lastName=Agent,phone01=912145551234,phone02=,phone03=,gmtZonePhone01=92,dstPhone01=true,gmtZonePhone02=-1,dstPhone02=true,gmtZonePhone03=-1,dstPhone03=true,callbackNumber=,callbackDateTime=2024-03-05 19:53:13.0,callStatus=1,callResult=0,callResult01=0,callResult02=0,callResult03=0,lastNumberDialed=0,callsMadeToPhone01=0,callsMadeToPhone02=0,callsMadeToPhone03=0,numMissedCallback=0,retry=false,callsMadeToCallbackNum=0]
As you saw in the JTAPI logs and above, the same record was called multiple times. One likely reason is that an agent scheduled a callback, but how do we confirm this? This part is not as clean as I would like, but the following process should give you a decent idea if a callback was rescheduled or not.
#This is the original record being set. Notice the callbackDateTime.
125445090: Sep 07 13:53:43.726 CST %MIVR-CFG_MGR-7-UNK: [MIVR_SS_OB_SaveContactsMsgProcessor-198-0-SaveContactsMsgProcessor] com.cisco.config.impl.ConfigStubImpl configStubImpl-replace() exporting object: DialingListConfig[schema=DialingListConfig#4,time=2024-03-05 13:53:13.0,recordId=15541,desc=,recordID=0,dialingListID=15541,campaignID=30,accountNumber=5008DM,firstName=Other.wav,lastName=Agent,phone01=912145551234,phone02=,phone03=,gmtZonePhone01=92,dstPhone01=true,gmtZonePhone02=-1,dstPhone02=true,gmtZonePhone03=-1,dstPhone03=true,callbackNumber=,callbackDateTime=2024-03-05 19:53:13.0,callStatus=3,callResult=1,callResult01=1,callResult02=0,callResult03=0,lastNumberDialed=1,callsMadeToPhone01=1,callsMadeToPhone02=0,callsMadeToPhone03=0,numMissedCallback=0,retry=false,callsMadeToCallbackNum=0]
#Notice that the callbackDateTime is now set to 20:15:33. One thing to note is that while the time stamp says the server’s time zone it’s actually UTC and the callback will happen at 20:15:33 UTC.
125451126: Sep 07 13:54:33.558 CST %MIVR-CFG_MGR-7-UNK: [MIVR_SS_OB_SaveContactsMsgProcessor-198-0-SaveContactsMsgProcessor] com.cisco.config.impl.ConfigStubImpl configStubImpl-replace() exporting object: DialingListConfig[schema=DialingListConfig#4,time=2024-03-05 13:53:13.0,recordId=15541,desc=,recordID=0,dialingListID=15541,campaignID=30,accountNumber=5008DM,firstName=Other.wav,lastName=Agent,phone01=912145551234,phone02=,phone03=,gmtZonePhone01=92,dstPhone01=true,gmtZonePhone02=-1,dstPhone02=true,gmtZonePhone03=-1,dstPhone03=true,callbackNumber=,callbackDateTime=Tue Mar 05 20:15:33 CST 2024,callStatus=4,callResult=8,callResult01=8,callResult02=0,callResult03=0,lastNumberDialed=1,callsMadeToPhone01=1,callsMadeToPhone02=0,callsMadeToPhone03=0,numMissedCallback=0,retry=false,callsMadeToCallbackNum=0]
#Repeat of the above change.
125451194: Sep 07 13:54:33.853 CST %MIVR-CFG_MGR-7-UNK: [MIVR_SS_OB_SaveContactsMsgProcessor-198-0-SaveContactsMsgProcessor] com.cisco.config.impl.ConfigStubImpl configStubImpl-replace() exporting object: DialingListConfig[schema=DialingListConfig#4,time=2024-03-05 13:53:13.0,recordId=15541,desc=,recordID=0,dialingListID=15541,campaignID=30,accountNumber=5008DM,firstName=Other.wav,lastName=Agent,phone01=912145551234,phone02=,phone03=,gmtZonePhone01=92,dstPhone01=true,gmtZonePhone02=-1,dstPhone02=true,gmtZonePhone03=-1,dstPhone03=true,callbackNumber=912145551234,callbackDateTime=Tue Mar 05 20:15:33 CST 2024,callStatus=4,callResult=8,callResult01=8,callResult02=0,callResult03=0,lastNumberDialed=1,callsMadeToPhone01=1,callsMadeToPhone02=0,callsMadeToPhone03=0,numMissedCallback=0,retry=false,callsMadeToCallbackNum=0]
#Repeat of the above change.
125508618: Sep 07 14:01:06.354 CST %MIVR-CFG_MGR-7-UNK: [MIVR_SS_OB_SaveContactsMsgProcessor-198-0-SaveContactsMsgProcessor] com.cisco.config.impl.ConfigStubImpl configStubImpl-replace() exporting object: DialingListConfig[schema=DialingListConfig#4,time=2024-03-05 13:53:13.0,recordId=15541,desc=,recordID=0,dialingListID=15541,campaignID=30,accountNumber=5008DM,firstName=Other.wav,lastName=Agent,phone01=912145551234,phone02=,phone03=,gmtZonePhone01=92,dstPhone01=true,gmtZonePhone02=-1,dstPhone02=true,gmtZonePhone03=-1,dstPhone03=true,callbackNumber=912145551234,callbackDateTime=2024-03-05 20:15:33.0,callStatus=3,callResult=1,callResult01=8,callResult02=0,callResult03=0,lastNumberDialed=4,callsMadeToPhone01=1,callsMadeToPhone02=0,callsMadeToPhone03=0,numMissedCallback=0,retry=false,callsMadeToCallbackNum=1]
#New callbackDateTime set.
125514552: Sep 07 14:01:30.954 CST %MIVR-CFG_MGR-7-UNK: [MIVR_SS_OB_SaveContactsMsgProcessor-198-0-SaveContactsMsgProcessor] com.cisco.config.impl.ConfigStubImpl configStubImpl-replace() exporting object: DialingListConfig[schema=DialingListConfig#4,time=2024-03-05 13:53:13.0,recordId=15541,desc=,recordID=0,dialingListID=15541,campaignID=30,accountNumber=5008DM,firstName=Other.wav,lastName=Agent,phone01=912145551234,phone02=,phone03=,gmtZonePhone01=92,dstPhone01=true,gmtZonePhone02=-1,dstPhone02=true,gmtZonePhone03=-1,dstPhone03=true,callbackNumber=912145551234,callbackDateTime=Tue Mar 05 20:30:30 CST 2024,callStatus=4,callResult=8,callResult01=8,callResult02=0,callResult03=0,lastNumberDialed=4,callsMadeToPhone01=1,callsMadeToPhone02=0,callsMadeToPhone03=0,numMissedCallback=0,retry=false,callsMadeToCallbackNum=2]
#Repeat of the above change.
125514631: Sep 07 14:01:31.247 CST %MIVR-CFG_MGR-7-UNK: [MIVR_SS_OB_SaveContactsMsgProcessor-198-0-SaveContactsMsgProcessor] com.cisco.config.impl.ConfigStubImpl configStubImpl-replace() exporting object: DialingListConfig[schema=DialingListConfig#4,time=2024-03-05 13:53:13.0,recordId=15541,desc=,recordID=0,dialingListID=15541,campaignID=30,accountNumber=5008DM,firstName=Other.wav,lastName=Agent,phone01=912145551234,phone02=,phone03=,gmtZonePhone01=92,dstPhone01=true,gmtZonePhone02=-1,dstPhone02=true,gmtZonePhone03=-1,dstPhone03=true,callbackNumber=912145551234,callbackDateTime=Tue Mar 05 20:30:30 CST 2024,callStatus=4,callResult=8,callResult01=8,callResult02=0,callResult03=0,lastNumberDialed=4,callsMadeToPhone01=1,callsMadeToPhone02=0,callsMadeToPhone03=0,numMissedCallback=0,retry=false,callsMadeToCallbackNum=0]
#Repeat of the above change.
125635076: Sep 07 14:15:54.719 CST %MIVR-CFG_MGR-7-UNK: [MIVR_SS_OB_SaveContactsMsgProcessor-198-0-SaveContactsMsgProcessor] com.cisco.config.impl.ConfigStubImpl configStubImpl-replace() exporting object: DialingListConfig[schema=DialingListConfig#4,time=2024-03-05 13:53:13.0,recordId=15541,desc=,recordID=0,dialingListID=15541,campaignID=30,accountNumber=5008DM,firstName=Other.wav,lastName=Agent,phone01=912145551234,phone02=,phone03=,gmtZonePhone01=92,dstPhone01=true,gmtZonePhone02=-1,dstPhone02=true,gmtZonePhone03=-1,dstPhone03=true,callbackNumber=912145551234,callbackDateTime=2024-03-05 20:30:30.0,callStatus=3,callResult=1,callResult01=8,callResult02=0,callResult03=0,lastNumberDialed=4,callsMadeToPhone01=1,callsMadeToPhone02=0,callsMadeToPhone03=0,numMissedCallback=0,retry=false,callsMadeToCallbackNum=1]
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