Some of the contacts are not dialed out after Unified CCX engine failover occurs

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Problem Summary Some of the contacts are not dialed out after Unified CCX engine failover occurs.
Error Message N/A
Possible Cause

If a contact is imported for a campaign and failover occurs before the contact is dialed out, but after the dialer fetches it from the database, then the contact is retried the next day.

The maximum number of contacts that can be impacted due to a failover for each campaign type is as mentioned below:

  • For direct preview campaigns, the count is equal to the maximum value that is configured for Contact Records Cache Size field.
  • For IVR-based progressive and predictive campaigns, the count is equal to the Number of Dedicated Ports multiplied with the Lines Per Port (LPP) values configured.
  • For agent-based progressive and predictive campaigns, the count is equal to 45 for medium or large VM profiles and is equal to 15 for small VM profiles.
Release Release 10.5(1)
Associated CDETS # N/A

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