Cisco Cisco IP Contact Center Release 4.6.1 Design Guide

The Cisco Unified Outbound Option, formerly Outbound Option and Blended Agent, was introduced on 
the Unified CCE platform in Unified CCE 5.0. This product allows Unified CCE agents to participate in 
outbound campaigns in addition to handling inbound calls. Version 6.0 of the Unified Outbound Option 
adds several important features, including software based Call Progress Analysis (including answering 
machine detection), Transfer to IVR mode, and Direct Preview mode. Version 7.0 provides 
enhancements, including sequential dialing and in-memory support of the Do-Not-Call list.

This chapter provides guidelines on deploying the Unified Outbound Option in the context of Cisco 
Unified Communications Manager (Unified CM) and the PG. 

 lists the topics that are new in this chapter or that have changed significantly from previous 

releases of this document.

 

The Unified Outbound Option uses virtual Unified IP phones to place outbound calls through a voice 
gateway configured in Unified CM. The dialer is a software solution that does not require telephony 
cards for tone generation or tone/voice detection.

The Outbound solution involves the following processes:

The Campaign Manager process is responsible for sending configuration and customer records to 
all the Dialers in the enterprise. It is always installed on the Side-A Logger, and it services only one 
customer instance.

The Import process is responsible for importing customer records. It runs on the Side-A Logger.

The Dialer process is responsible for dialing customers and connecting them with properly skilled 
agents or available IVRs. It reports the results of all contact attempts back to the Campaign Manager. 
All Dialer processes are managed by the central Campaign Manager. The Dialer is installed on the 
same platform as the Agent PG.

Removed references to tested gateways.