Cisco Cisco IP Contact Center Release 4.6.2 Design Guide
5-4
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 5 Cisco Unified Outbound Option
Functional Description
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Personal Callback Mode —The agent can specify that a callback at a later time will be directed to
the same agent. Agent calls the customer back at a pre-arranged time established between the agent
and the customer.
the same agent. Agent calls the customer back at a pre-arranged time established between the agent
and the customer.
Call Flow Description - Agent Based Campaign
In an agent-based campaign, completed Dialer calls are routed to a live agent using a Unified IP phone
and desktop. The call flow for predictive/progressive dialing proceeds as follows (
and desktop. The call flow for predictive/progressive dialing proceeds as follows (
1.
The dialer process continually monitors peripheral skill group statistics from the CTI server for an
available agent. Concurrently the campaign manager monitors the database for customer records
and forwards active records to the dialer. When the dialer identifies an available agent for use in an
outbound campaign, it sends a route request to the MR PIM.
available agent. Concurrently the campaign manager monitors the database for customer records
and forwards active records to the dialer. When the dialer identifies an available agent for use in an
outbound campaign, it sends a route request to the MR PIM.
2.
The MR PIM forwards the route request to the router.
3.
The Unified ICM router executes a routing script, selects an available agent, reserves that agent, and
then returns a routing label (phone extension) identifying the reserved agent.
then returns a routing label (phone extension) identifying the reserved agent.
4.
The MR PG returns the label for an available agent to the dialer.
5.
The dialer then places a reservation phone call to the agent’s phone extension. The dialer
auto-answers the reservation call for the agent via the CTI server and then automatically places that
reservation call on hold.
auto-answers the reservation call for the agent via the CTI server and then automatically places that
reservation call on hold.
6.
The dialer initiates the customer call via Unified CM and the voice gateway.
7.
If call progress analysis is configured the dialer process will analyze the RTP stream to detect a live
answer (or answering machine detection). When a live answer is detected, the dialer immediately
initiates a transfer of the call (along with call context for screen pop) to the next reserved agent
extension from the list maintained by the dialer. Similarly, if answering machine detection is
enabled, the call can be transferred to the agent, to an IVR or dropped. The transferred call will
arrive on a second line appearance on the agent IP phone (thus call-waiting and a second line
appearance for the Unified CCE extension in Unified CM must be enabled for Unified Outbound
Options).
answer (or answering machine detection). When a live answer is detected, the dialer immediately
initiates a transfer of the call (along with call context for screen pop) to the next reserved agent
extension from the list maintained by the dialer. Similarly, if answering machine detection is
enabled, the call can be transferred to the agent, to an IVR or dropped. The transferred call will
arrive on a second line appearance on the agent IP phone (thus call-waiting and a second line
appearance for the Unified CCE extension in Unified CM must be enabled for Unified Outbound
Options).
8.
The dialer auto-answers the transferred call for the agent via the CTI server so that the voice path
between the customer and the agent can be quickly established. This releases the dialer port used
to call the customer. The dialer then hangs up the reservation call to this agent. The dialer also
updates the Campaign Manager to indicate a live answer was detected for this call. After the agent
completes handling the outbound call, the agent can be reserved for another outbound call via the
same message flow.
between the customer and the agent can be quickly established. This releases the dialer port used
to call the customer. The dialer then hangs up the reservation call to this agent. The dialer also
updates the Campaign Manager to indicate a live answer was detected for this call. After the agent
completes handling the outbound call, the agent can be reserved for another outbound call via the
same message flow.
The message flow above describes the flow for predictive or progressive mode dialing. The only
difference in these two dialing modes is how the dialer determines its outdial rate (dynamic or fixed).
For preview dialing, the agent will receive a customer record screen pop. If the agent wishes to place
this call, the agent must click accept on the agent desktop. This generates a CTI event, which triggers
the dialer to make a call to this customer.
difference in these two dialing modes is how the dialer determines its outdial rate (dynamic or fixed).
For preview dialing, the agent will receive a customer record screen pop. If the agent wishes to place
this call, the agent must click accept on the agent desktop. This generates a CTI event, which triggers
the dialer to make a call to this customer.