Cisco Cisco IP Contact Center Release 4.6.1 Leaflet

The Cisco Unified Outbound Option 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.

Removed references to tested gateways.