Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
5-10
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 5 Cisco Unified Outbound Option
Configuration of Unified Outbound Option
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 CCE Hosted Deployment
In a Unified CCE Hosted environment, Outbound Option can be deployed on only one of the CICM
Customer instances within a CICM Complex. This means that Outbound Option cannot be used or
deployed by customers in the other CICM Customer instances within that CICM Complex.
Customer instances within a CICM Complex. This means that Outbound Option cannot be used or
deployed by customers in the other CICM Customer instances within that CICM Complex.
Configuration of Unified Outbound Option
This section describes configuration considerations for Unified Outbound Option.
Blended Configuration
The Unified Outbound Option is capable of running campaigns in a fully blended fashion. Agents can
handle inbound calls alternately with outbound calls. See
handle inbound calls alternately with outbound calls. See
for information regarding the MCS inbound capacity. See
.
Unified System CCE Configuration
Unified System CCE (Unified SCCE) is a deployment model that provides a simplified installation and
configuration of Enterprise Unified CCE. The Unified Outbound Option Dialer may be co-located with
the Agent PG or may be installed on a separate machine that includes the Dialer and Media Routing PG
components. If not co-located with the Agent PG, only one Dialer process is supported with
Unified SCCE; therefore, high availability is not supported in the dialer off-board scenario.
configuration of Enterprise Unified CCE. The Unified Outbound Option Dialer may be co-located with
the Agent PG or may be installed on a separate machine that includes the Dialer and Media Routing PG
components. If not co-located with the Agent PG, only one Dialer process is supported with
Unified SCCE; therefore, high availability is not supported in the dialer off-board scenario.
Sizing Unified Outbound Option
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 the 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.