Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
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Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 2 Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager
Cisco Unified CCX Outbound Preview Dialer
Figure 2-3
Cisco Unified OUTDX Components
Functional Description
There are typically four types of dialing modes in today’s outbound ACDs: predictive, progressive,
preview, and direct preview. Outbound supports only the direct preview dialing mode.
preview, and direct preview. Outbound supports only the direct preview dialing mode.
Outbound uses a 3-stage process for making outbound call. The first stage is to find an available agent
and retrieve the customer information for making the outbound call. The second stage is the reservation
call and its purpose is to reserve an agent and send customer data to the agent desktop. During this stage,
the agent is reserved and the data appears on the desktop so that the agent can review the data and decide
whether to accept the call by pressing the corresponding button on the CAD. If the agent does not accept
the call, the call is handled by other outbound agents or closed for the campaign. If the agent does accept
the call, Outbound kicks in the last stage where Cisco Unified CM is instructed to place the outbound
call using the CAD agent’s phone. When the outbound call is answered, Outbound updates the customer
contact in the database with the call status and call result.
and retrieve the customer information for making the outbound call. The second stage is the reservation
call and its purpose is to reserve an agent and send customer data to the agent desktop. During this stage,
the agent is reserved and the data appears on the desktop so that the agent can review the data and decide
whether to accept the call by pressing the corresponding button on the CAD. If the agent does not accept
the call, the call is handled by other outbound agents or closed for the campaign. If the agent does accept
the call, Outbound kicks in the last stage where Cisco Unified CM is instructed to place the outbound
call using the CAD agent’s phone. When the outbound call is answered, Outbound updates the customer
contact in the database with the call status and call result.
When the outbound call connects with the customer, the agent can perform all call control operations
that are normally supported on inbound calls (transfer, conference, hold, retrieve, and so on). Cisco
recommends that the agent transfers or conferences the outbound call only if the call is answered by a
person but not through other media such as and answering machine or a fax machine.
that are normally supported on inbound calls (transfer, conference, hold, retrieve, and so on). Cisco
recommends that the agent transfers or conferences the outbound call only if the call is answered by a
person but not through other media such as and answering machine or a fax machine.
Behavior under High Availability
The CDS is required for normal operation of Outbound for call status and call result updates of contact
records. When deploying in a 2 node high availability system, as long as the publisher CDS is up, the
Outbound subsystem will be operational.
records. When deploying in a 2 node high availability system, as long as the publisher CDS is up, the
Outbound subsystem will be operational.
The following events occur during a failover:
•
If a reservation call is at the agent desktop waiting for the agent to accept the call, when the master
engine goes down, the agent is automatically logged out and the reservation call disappears from the
agent desktop. If the master engine restarts during failover, the call status for that contact record is
be set to unknown. If the master engine does not restart during failover, the contact is called when
the campaign starts and there are available agents.
engine goes down, the agent is automatically logged out and the reservation call disappears from the
agent desktop. If the master engine restarts during failover, the call status for that contact record is
be set to unknown. If the master engine does not restart during failover, the contact is called when
the campaign starts and there are available agents.