Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
5-6
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 5 Cisco Unified Outbound Option
Functional Description
Figure 5-2
Call Flow for IVR-Based Campaigns
Campaign Manager
The Campaign Manager, which resides on the Side-A Logger, is responsible for the following tasks:
•
Managing the campaign schedule
•
Maintaining system and dialer configurations
•
Deciding which contact records to retrieve from a campaign based upon configurable query rules,
and delivering contact records to dialers
and delivering contact records to dialers
•
Distributing configuration data to the import process and all available dialers in the system
•
Collecting real-time and historical data and sending it to the Unified ICM Call Router
•
Maintaining an in-memory copy of the Do-Not-Call list and refreshing it when it has changed
•
Marking customer records found in the Do-Not-Call list in the database so that no further action is
taken on those records
taken on those records
Because the Campaign Manager runs on the same system as the Side-A Logger, it is important to
schedule large imports of the contact list and Do-Not-Call list during off-hours.
schedule large imports of the contact list and Do-Not-Call list during off-hours.
Customer call placed
Unified
CM
Gateway
Route request
4
Route response
RTP
5
3
1
2
6
DLR
Inline xfer to
route point
route point
CM PG
Translation route
IPIVR
Sent to IVR
7
M
153327
CTI RP
Unified ICM
Router