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 Interaction Manager
4.
The agent can choose to accept, skip, reject, or cancel this reservation call. If the agent chooses to
accept it, the agent clicks Accept button on the desktop.
accept it, the agent clicks Accept button on the desktop.
5.
The Dialer instructs the Resource Manager to place an outbound call1 from the agent phone via
Cisco Unified CM out to the voice gateway. Because this call is a direct preview call, the agent
immediately hears the ringback of the customer phone.
Cisco Unified CM out to the voice gateway. Because this call is a direct preview call, the agent
immediately hears the ringback of the customer phone.
Note
Note that no CTI Port is needed to place the outbound call.
6.
As soon as the call is answered, the Dialer closes the contact, classifies it as a voice call and sends
the result to the Campaign Manager. If an answering machine answers the call, the number is
invalid, or the customer requests a callback, and the agent can reclassify the call from the desktop
accordingly. If the customer requests a callback and the agent reclassifies the call, the customer is
called back using the same number, an alternate number, or a callback number specified by the
customer.
the result to the Campaign Manager. If an answering machine answers the call, the number is
invalid, or the customer requests a callback, and the agent can reclassify the call from the desktop
accordingly. If the customer requests a callback and the agent reclassifies the call, the customer is
called back using the same number, an alternate number, or a callback number specified by the
customer.
Deployment Guidelines
The following guidelines should be followed when deploying Outbound:
•
Outbound supports a maximum of 15 campaigns, a maximum of 10 CSQs for each campaign, and a
maximum of 10,000 active outbound records for each campaign. When some or all of these
outbound records for a campaign are processed, you can import additional outbound records to add
up to a total of 10,000 at any given time.
maximum of 10,000 active outbound records for each campaign. When some or all of these
outbound records for a campaign are processed, you can import additional outbound records to add
up to a total of 10,000 at any given time.
•
Only CAD agents are supported. IPPA are not supported.
•
Outbound cannot detect an answering machine, fax, or modem. The agent should manually
reclassify the call to “answer machine” or “fax” from the desktop. The contact will be called again
using the same number in the case of “answer machine” or using an alternate number in the case of
“fax.”.
reclassify the call to “answer machine” or “fax” from the desktop. The contact will be called again
using the same number in the case of “answer machine” or using an alternate number in the case of
“fax.”.
•
Agent should not transfer or conference the outbound call if the call is answered by the media other
than a person, such as an answering machine or fax machine.
than a person, such as an answering machine or fax machine.
•
All macros and automatically invoked workflows configured for the agent desktop are disabled
during and outbound call.
during and outbound call.
•
Outbound does not come pre-installed with any US National Do Not Call lists. The system
administrator should manually filter the contact list against the Do Not Call list prior to importing
contacts.
administrator should manually filter the contact list against the Do Not Call list prior to importing
contacts.
Cisco Interaction Manager
Cisco Unified CCX can be integrated with Cisco Interaction Manager to provide multichannel
capabilities and allow agents to handle e-mail, chat, and basic web collaboration sessions in addition to
voice calls. Cisco Interaction Manager is a shared platform that contains Cisco Unified E-mail
Interaction Manager (Cisco Unified EIM) and Cisco Unified Web Interaction Manager (Cisco Unified
WIM). Cisco Unified EIM provides sophisticated e-mail management capabilities and Cisco Unified
WIM provides high-value live assistance to online customers and prospects through text chat and web
collaboration (page-pushing through URL sharing).
capabilities and allow agents to handle e-mail, chat, and basic web collaboration sessions in addition to
voice calls. Cisco Interaction Manager is a shared platform that contains Cisco Unified E-mail
Interaction Manager (Cisco Unified EIM) and Cisco Unified Web Interaction Manager (Cisco Unified
WIM). Cisco Unified EIM provides sophisticated e-mail management capabilities and Cisco Unified
WIM provides high-value live assistance to online customers and prospects through text chat and web
collaboration (page-pushing through URL sharing).