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
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If a reservation call has been accepted by the agent and the call is ringing on the customer phone,
there is no effect on the call. However, the agent is logged off and will be able to invoke call control
capabilities only through the phone.
there is no effect on the call. However, the agent is logged off and will be able to invoke call control
capabilities only through the phone.
When deploying Outbound in a high availability environment, only the dialer in the master node is
active. Therefore, even though you have two dialers in the system, outbound calls cannot be distributed
or load balanced between the Dialers.
active. Therefore, even though you have two dialers in the system, outbound calls cannot be distributed
or load balanced between the Dialers.
Scalability
Outbound supports different capacities and limits when compared to inbound agents. Refer the Cisco
Unified Communications Sizing Tool for more details.
Unified Communications Sizing Tool for more details.
Call Flow Description—Direct Preview Mode
In the direct preview mode, the agent hears the ring-out on the agent phone. The direct preview call flow
proceeds as illustrated in
proceeds as illustrated in
and the description that follows.
Figure 2-4
Call Flow for Direct Preview Mode
1.
An agent in READY state is available and the Dialer has retrieved contact records from the
Campaign Manager. The Dialer requests the Resource Manager to reserve the agent.
Campaign Manager. The Dialer requests the Resource Manager to reserve the agent.
2.
The Resource Manager reserves the agent by moving the agent to Reserved state.
3.
The Dialer sends a reservation call to the agent desktop and at the same time, a screen pops that
contains the customer information is presented to the agent. The agent reviews the customer data
and decides whether to take the call.
contains the customer information is presented to the agent. The agent reviews the customer data
and decides whether to take the call.