OCC IVG technical overview (8.12 or later)
OCC extends support of third party IVR platform connections to include Interactive Voice Gateway (IVG) for Avaya, Cisco UCCE, and Genesys, and is installed as a fully integrated component of Callback. During installation, the IVR Peripheral Configuration Screen includes an option to select OCC as an IVR Peripheral option.
The On-Premise Callback installation process performs the initial installation and configuration of OCC. Modification of the roundrobin.seed and the vht_outbound_contact_client section of the Peripheral Monitor site.config file allows for additional configuration post-installation.
For more information on the installation of OCC, please see the IVR Peripheral Configuration Screen and the Outbound Contact Client Setup Screen sections of the On-Premise Callback Installation Guide.
IVG Deployment models
The Outbound Contact Client (OCC) supports a variety of deployment models including standalone and high availability (HA) Virtual Hold solutions. The following deployment models represent the various deployment models supported by OCC.
Standalone deployment models
Standalone Deployment Models include a single QueueManager deployed within a standalone Virtual Hold Core Instance.
Standalone On-Premise Callback deployment, single OCC, single IVG
This deployment model consists of:
- OCC configured to connect to a single QueueManager
- OCC configured to issue and receive HTTP requests to and from a single IVG platform
Standalone On-Premise Callback deployment, single OCC, multiple IVG
This deployment model consists of:
- OCC configured to connect to a single QueueManager
- OCC configured to issue and receive HTTP requests to and from multiple IVG platforms
- Multiple IVG platform connections can be configured for load balanced and directed callback modes
High availability deployment models
High Availability Deployment Models include a QueueManager deployed within a primary and backup Virtual Hold Core Instance.
High availability On-Premise Callback deployment, single OCC, single IVG
This deployment model consists of:
- OCC configured to connect to a primary and backup QueueManager
- Upon failure of the primary QueueManager connection, OCC automatically uses the backup connection in its roundrobin.seed file.
- OCC configured to issue and receive HTTP requests to and from a single IVG platform
High availability On-Premise Callback deployment, single OCC, multiple IVG
- OCC configured to connect to a primary and backup QueueManager
- Upon failure of the primary QueueManager connection, OCC automatically uses the backup connection in its roundrobin.seed file.
- OCC configured to issue and receive HTTP requests to and from multiple IVG platforms
- Multiple IVG platform connections can be configured for load balanced and directed callback modes
High availability On-Premise Callback deployment, dual OCC, multiple IVG
- Each OCC is configured to connect to the active QueueManager
- Upon failure of the primary QueueManager connection, OCC automatically uses the backup connection in its roundrobin.seed file.
- OCC configured to issue and receive HTTP requests to and from multiple IVG platforms
- Multiple IVG platform connections can be configured for load balanced and directed callback modes
PureConnect Deployment Models
The Outbound Contact Client (OCC) supports a variety of deployment models including standalone and high availability (HA) Virtual Hold solutions. The following deployment models represent the various deployment models supported by OCC.
Standalone deployment models
Standalone Deployment Models include a single QueueManager deployed within a standalone Virtual Hold Core Instance.
Standalone On-Premise Callback deployment, single OCC, single PureConnect
This deployment model consists of:
- OCC configured to connect to a single QueueManager
- OCC configured to issue and receive HTTP requests to and from a single PureConnect platform
Standalone On-Premise Callback deployment, single OCC, multiple PureConnect
This deployment model consists of:
- OCC configured to connect to a single QueueManager
- OCC configured to issue and receive HTTP requests to and from multiple PureConnect platforms
- Two PureConnect platform connections can be configured for platform redundancy and to support failover
High availability deployment models
High Availability Deployment Models include a QueueManager deployed within a primary and backup Virtual Hold Core Instance.
High availability On-Premise Callback deployment, single OCC, single PureConnect
This deployment model consists of:
- OCC configured to connect to a primary and backup QueueManager
- Upon failure of the primary QueueManager connection, OCC automatically uses the backup connection in its roundrobin.seed file.
- OCC configured to issue and receive HTTP requests to and from a single PureConnect platform
High availability On-Premise Callback deployment, single OCC, multiple PureConnect
- OCC configured to connect to a primary and backup QueueManager
- Upon failure of the primary QueueManager connection, OCC automatically uses the backup connection in its roundrobin.seed file.
- OCC configured to issue and receive HTTP requests to and from multiple PureConnect platforms
- Two PureConnect platform connections can be configured for platform redundancy and to support failover
High availability On-Premise Callback deployment, dual OCC, multiple PureConnect
- Each OCC is configured to connect to the active QueueManager
- Upon failure of the primary QueueManager connection, OCC automatically uses the backup connection in its roundrobin.seed file.
- OCC configured to issue and receive HTTP requests to and from two PureConnect platforms
- Two PureConnect platform connections can be configured for platform redundancy and to support failover
UCCX Deployment Models
The Outbound Contact Client (OCC) supports a variety of deployment models including standalone and high availability (HA) Virtual Hold solutions. The following deployment models represent the various deployment models supported by OCC.
Standalone deployment models
Standalone Deployment Models include a single QueueManager deployed within a standalone Virtual Hold Core Instance.
Standalone On-Premise Callback deployment, single OCC, single UCCX
This deployment model consists of:
- OCC configured to connect to a single QueueManager
- OCC configured to issue and receive HTTP requests to and from a single UCCX platform
Standalone On-Premise Callback deployment, single OCC, multiple UCCX
This deployment model consists of:
- OCC configured to connect to a single QueueManager
- OCC configured to issue and receive HTTP requests to and from multiple UCCX platforms
- Two UCCX platform connections can be configured for platform redundancy and to support failover
High availability deployment models
High Availability Deployment Models include a QueueManager deployed within a primary and backup Virtual Hold Core Instance.
High availability On-Premise Callback deployment, single OCC, single UCCX
This deployment model consists of:
- OCC configured to connect to a primary and backup QueueManager
- Upon failure of the primary QueueManager connection, OCC automatically uses the backup connection in its roundrobin.seed file.
- OCC configured to issue and receive HTTP requests to and from a single UCCX platform
High availability On-Premise Callback deployment, single OCC, multiple UCCX
- OCC configured to connect to a primary and backup QueueManager
- Upon failure of the primary QueueManager connection, OCC automatically uses the backup connection in its roundrobin.seed file.
- OCC configured to issue and receive HTTP requests to and from multiple UCCX platforms
- Two UCCX platform connections can be configured for platform redundancy and to support failover
High availability On-Premise Callback deployment, dual OCC, multiple UCCX
- Each OCC is configured to connect to the active QueueManager
- Upon failure of the primary QueueManager connection, OCC automatically uses the backup connection in its roundrobin.seed file.
- OCC configured to issue and receive HTTP requests to and from two UCCX platforms
- Two UCCX platform connections can be configured for platform redundancy and to support failover
Connection list
IVR platform connection lists group multiple IVR platform connections together. Each type of connection list provides a different means of using the connections within. The dialer type plugin selected during On-Premise Callback installation determines the type of connection lists available for configuration.
Configuration of connection lists post-installation occurs by modifying the vht_outbound_contact_client section of the Peripheral Monitor site.config file.
Load balanced connections
OCC evenly distributes HTTP requests to trigger outbound voice callbacks across all IVR platform connections defined in a Load Balanced Connection List. This list reorders for every new callback request to ensure an even distribution of IVR platform connection usage, and serves as the default connection list.By default, a Load Balanced Connection is written to the Peripheral Monitor site.config file during installation.Adding or modifying Load Balanced Connections occurs post installation by modifying the vht_outbound_contact_client section of the Peripheral Monitor site.config file.
Directed connections
OCC issues HTTP requests to trigger outbound voice callbacks using IVR platform connections defined in a Directed Connection List. This list contains IVR platform connections designated for callbacks requested from specific segments or queues. OCC defaults to the load balanced connection list if a connection matching the segment or queue for the callback is not found.
Configuration of Directed Connections occurs post-installation by modifying the vht_outbound_contact_client section of the Peripheral Monitor site.config file.
Connection list selection for load balanced and directed connections
The following illustration represents the process followed by OCC to select a Load Balanced or Directed Connections list, and use the configured connections:
PureConnect and UCCX connection lists
IVR platform connection lists group multiple IVR platform connections together. Each type of connection list provides a different means of using the connections within. The dialer type plugin selected during On-Premise Callback installation determines the type of connection lists available for configuration.
Configuration of connection lists post-installation occurs by modifying the vht_outbound_contact_client section of the Peripheral Monitor site.config file.
Redundant connections
OCC issues HTTP requests to trigger outbound voice callbacks using the first of two IVR platform connections defined in a Redundant Connection List. Given an HTTP request fails on the first connection, OCC automatically uses the second connection until an HTTP failure is encountered. Given both connections fail consecutively, the call will be marked as "Callback Failed". The next callback attempt retries these connections.
Configuration of Redundant Connections occurs post-installation by modifying the vht_outbound_contact_client section of the Peripheral Monitor site.config file.
Connection list selection for redundant connections
The following illustration represents the process followed by OCC to select a Redundant Connection list and use the configured connections:
