Cisco Cisco IPCC Web Option Design Guide
5-10
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 5 Cisco Unified Outbound Option
Unified Outbound Option Configuration
Note
The use of re-negotiation is not recommended when the voice gateway is located remotely over a WAN,
due to the added delay in the call transfer. In these configurations the G.711 codec is recommended.
due to the added delay in the call transfer. In these configurations the G.711 codec is recommended.
Unified Outbound Option Configuration
This section describes configuration considerations for Unified Outbound Option.
Blended Configuration
The Unified Outbound Option option is capable of running campaigns in a fully blended fashion. Agents
can handle inbound calls alternately with outbound calls. See
can handle inbound calls alternately with outbound calls. See
.
System Unified CCE Configuration
System Unified CCE is a deployment model that provides a simplified installation and configuration of
Enterprise Unified CCE. The Unified Outbound Option option is installed on a separate machine that
includes the Dialer and Media Routing PG components. Only one Dialer process is supported with
System Unified CCE; therefore, high availability is not supported.
Enterprise Unified CCE. The Unified Outbound Option option is installed on a separate machine that
includes the Dialer and Media Routing PG components. Only one Dialer process is supported with
System Unified CCE; therefore, high availability is not supported.
Unified Outbound Option Sizing
When sizing your deployment, do not use the maximum number of outbound agents allowed on a PG
without also looking at the other key factors of expected hit rate, lines dialed per agent, and average
handle times. An outbound campaign with a 10 second average handle time and dialing 10 lines per agent
will be able to support only about 20 agents while fully occupying 192 ports on 2 dialers. However, a
campaign with an average 2 minute handle time dialing 3 lines per agent for a 30% hit rate is likely to
keep the maximum number of agents allowed on the PG busy.
without also looking at the other key factors of expected hit rate, lines dialed per agent, and average
handle times. An outbound campaign with a 10 second average handle time and dialing 10 lines per agent
will be able to support only about 20 agents while fully occupying 192 ports on 2 dialers. However, a
campaign with an average 2 minute handle time dialing 3 lines per agent for a 30% hit rate is likely to
keep the maximum number of agents allowed on the PG busy.
For sizing Unified Outbound Option, use the Cisco Solution Sizing Tool (accessible to Cisco internal
employees and Cisco partners with proper login authentication), available at
employees and Cisco partners with proper login authentication), available at
The output of this tool is also used as input to assess the capacity requirements of Unified CM.
Dialer Throttling and Unified CM Considerations
Throttling is controlled by a pair of registry keys at the Dialer level (/icm/<custname>/Dialer),
PortThrottleCount and PortThrottleTime. PortThrottleCount indicates the number of ports to throttle,
and PortThrottleTime indicates the amount of time (in seconds) to throttle them. For Cisco MCS-7845
and MCS-7835 servers, Cisco recommends that you set these values to count = 10 and time = 2 seconds.
With these settings, the Dialer will initiate calls on only ten ports during the first two seconds of the
campaign, and then the next ten ports for the next two seconds, and so forth, until all 96 ports are utilized.
PortThrottleCount and PortThrottleTime. PortThrottleCount indicates the number of ports to throttle,
and PortThrottleTime indicates the amount of time (in seconds) to throttle them. For Cisco MCS-7845
and MCS-7835 servers, Cisco recommends that you set these values to count = 10 and time = 2 seconds.
With these settings, the Dialer will initiate calls on only ten ports during the first two seconds of the
campaign, and then the next ten ports for the next two seconds, and so forth, until all 96 ports are utilized.