Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note

Cisco Unified CCX Outbound Preview Dailer (Outbound) allows Outbound agents to participate in 
outbound campaigns in addition to handling inbound calls. This feature selects those agents who are not 
busy with inbound calls to handle outbound calls, thereby maintaining a high level of agent productivity.

The following sections explain the solution architecture for Outbound in the context of Cisco Unified 
CM:

Outbound uses CAD agent IP phone to place outbound calls through a voice gateway configured in Cisco 
Unified CM. The dialer software is IP based and does not require any telephony cards for making 
outbound calls.

Outbound involves the following components, which are illustrated in 

Campaign Manager—Responsible for starting and stopping each campaign and retrieving and 
updating contact records from and to the database.

Dialer—Receives contacts from the Campaign Manager and initiates the outbound calls. Notifies 
the Campaign Manager of the call status and call result after the call is answered.

Resource Manager—Monitors agent states, reserves agents and receives instructions from the Dialer 
to place the outbound call.

CTI Server—Handles requests and responses from and to the CAD and passes the customer data to 
the CAD for screen pop.

Config Datastore (CDS)—Database that contains the customer contacts information.

All of these components are running as part of the Cisco Unified CCX Engine and cannot be installed 
separately. The Dialer communicates only with the Campaign Manager and other components within the 
engine process but not outside of the engine process. It does not communicate with other processes.