Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
5-3
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 5 Cisco Unified Outbound Option
Functional Description
•
Ensure proper Unified CM server sizing when installing Unified Outbound Options. Unified
Outbound Option places a large strain on Unified CM. See
Outbound Option places a large strain on Unified CM. See
, for more details.
•
Enable Dialer call throttling to prevent overloading the Unified CM server. See
The Unified CM routing and dial plans are used for outbound calls. This allows calls to be placed using
gateways that are deployed to leverage toll-bypass and lower local calling rates.
gateways that are deployed to leverage toll-bypass and lower local calling rates.
Functional Description
The Unified Outbound Option Dialer is a software-only process that is co-located on the Unified CM
PG. The Dialer process has communication sessions with Unified CM, Outbound Option Campaign
Manager, CTI Server, and MR PIM. The Dialer process communicates with the Outbound Option
Campaign Manager to retrieve outbound customer contact records and to report outbound call
disposition (including live answer, answering machine, RNA, and busy). The Dialer process
communicates with Unified CM to place outbound customer calls and agent reservation calls from the
dialer ports and thus has an impact on the Unified CM cluster. The Dialer process communicates with
the CTI Server to monitor skill group activity and to perform third-party call control for agent phones.
The Dialer process communicates with the MR PIM to submit route requests to select an available agent.
PG. The Dialer process has communication sessions with Unified CM, Outbound Option Campaign
Manager, CTI Server, and MR PIM. The Dialer process communicates with the Outbound Option
Campaign Manager to retrieve outbound customer contact records and to report outbound call
disposition (including live answer, answering machine, RNA, and busy). The Dialer process
communicates with Unified CM to place outbound customer calls and agent reservation calls from the
dialer ports and thus has an impact on the Unified CM cluster. The Dialer process communicates with
the CTI Server to monitor skill group activity and to perform third-party call control for agent phones.
The Dialer process communicates with the MR PIM to submit route requests to select an available agent.
The Unified Outbound Option Dialer can dial customers on behalf of all agents located on its peripheral.
The Dialer is configured with routing scripts that enable it to run in full blended mode (an agent can
handle inbound and outbound calls alternately), in scheduled modes (e.g. 8:00am to 12:00pm in inbound
mode and 12:01pm to 5:00pm in outbound mode), or completely in outbound mode. If blended mode is
enabled, the Dialer competes with inbound calls for agents. The Dialer does not reserve more agents than
are configured in the administrative script Outbound Percent variable. If all agents are busy, then the
Dialer does not attempt to reserve any additional agents.
The Dialer is configured with routing scripts that enable it to run in full blended mode (an agent can
handle inbound and outbound calls alternately), in scheduled modes (e.g. 8:00am to 12:00pm in inbound
mode and 12:01pm to 5:00pm in outbound mode), or completely in outbound mode. If blended mode is
enabled, the Dialer competes with inbound calls for agents. The Dialer does not reserve more agents than
are configured in the administrative script Outbound Percent variable. If all agents are busy, then the
Dialer does not attempt to reserve any additional agents.
Multiple dialers are used to achieve high availability. See
.
The Unified Outbound Option supports Call Progress Analysis configuration on a campaign basis.
When this feature is enabled, the dialer analyzes the media stream to determine the nature of the call
(such as voice, answering machine, modem, or fax detection).
When this feature is enabled, the dialer analyzes the media stream to determine the nature of the call
(such as voice, answering machine, modem, or fax detection).
Campaigns are run as agent-based campaigns or IVR based campaigns. An IVR is generally configured
in an agent-based campaign to allow for handling of overflow calls when all agents are busy. Including
an IVR in an agent based campaign permits compliance with the FTC/FCC telemarketing regulations.
If an IVR is not configured, over-dialed calls are cancelled, unless you configure overflow agents.
Overflow agents are agents that are available to receive outbound calls but are not considered when
calculating the number of lines to dial per agent. In a transfer to IVR based campaign, all of the calls are
transferred to an IVR application after the outbound call is answered.
in an agent-based campaign to allow for handling of overflow calls when all agents are busy. Including
an IVR in an agent based campaign permits compliance with the FTC/FCC telemarketing regulations.
If an IVR is not configured, over-dialed calls are cancelled, unless you configure overflow agents.
Overflow agents are agents that are available to receive outbound calls but are not considered when
calculating the number of lines to dial per agent. In a transfer to IVR based campaign, all of the calls are
transferred to an IVR application after the outbound call is answered.
Outbound Dialing Modes
The Unified Outbound Option initiates calls using any of several modes, depending on the skill group:
•
Predictive Mode—Dynamically calculates the number of lines to dial per agent
•
Progressive Mode—Uses a fixed number of lines per agent set by administrator
•
Preview Mode—Agent manually accepts, rejects or skips customer calls (through enabled desktop
buttons). Dials one line per agent.
buttons). Dials one line per agent.