Cisco Cisco IPCC Web Option Leaflet
5-2
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 5 Cisco Unified Outbound Option
High-Level Components
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The Dialer process is responsible for dialing customers and connecting them with properly skilled
agents or available IVRs. It reports the results of all contact attempts back to the Campaign Manager.
All Dialer processes are managed by the central Campaign Manager. The Dialer is installed on the
same platform as the Agent PG.
agents or available IVRs. It reports the results of all contact attempts back to the Campaign Manager.
All Dialer processes are managed by the central Campaign Manager. The Dialer is installed on the
same platform as the Agent PG.
A Media Routing Peripheral Gateway and PIM are required for each Dialer to reserve agents for
outbound use. The Media Routing PG can be shared with other media routing applications, such as the
Web Collaboration/e-Mail Option, or the E-mail Interaction Manager/Web Interaction Manager Option.
It can also be co-loaded on other servers in a Unified CCE deployment. See
outbound use. The Media Routing PG can be shared with other media routing applications, such as the
Web Collaboration/e-Mail Option, or the E-mail Interaction Manager/Web Interaction Manager Option.
It can also be co-loaded on other servers in a Unified CCE deployment. See
Characteristics
The Unified Outbound Option solution allows an agent to participate in outbound campaigns and
inbound calls through a software IP-based dialer.
inbound calls through a software IP-based dialer.
The Unified Outbound Option provides the following benefits:
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Enterprise-wide dialing, with IP Dialers placed at multiple call center sites. The Campaign Manager
server is located at the central site.
server is located at the central site.
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Centralized management and configuration via the Unified ICM Admin workstation.
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Call-by-call blending of inbound and outbound calls.
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Flexible outbound mode control by using the Unified ICM script editor to control type of outbound
mode and percentage of agents within a skill to use for outbound activity.
mode and percentage of agents within a skill to use for outbound activity.
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Integrated WebView reporting with outbound specific reporting templates.
Best Practices
Follow these guidelines and best practices when implementing the Unified Outbound Option:
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Use a media routing PG and a media routing PIM for each Dialer. The Media Routing PG can be
configured for multiple PIMs to support multiple dialers.
configured for multiple PIMs to support multiple dialers.
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For high availability, deploy multiple dialers at a single Unified CM cluster. See
.
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Deploy dialers in close proximity to the Unified CM cluster where the Dialers are registered.
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Do not use the G.729 codec in cases where transfer times of one second or less are required. IP
Dialers support only the G.711 audio codec for customer calls. Although Unified Outbound Options
may be placed within a region that uses the G.729 codec, the codec switchover lengthens the transfer
time between customer and agent.
Dialers support only the G.711 audio codec for customer calls. Although Unified Outbound Options
may be placed within a region that uses the G.729 codec, the codec switchover lengthens the transfer
time between customer and agent.
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Be aware that using IP Communicator softphone for the Unified Outbound Option agents can
introduce an additional delay in transferring customer calls to the agent.
introduce an additional delay in transferring customer calls to the agent.
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Do not use more than two Dialers per Unified CM PG pair.
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Configure each Dialer in its own device pool, and register all ports for that dialer in a single
Unified CM node.
Unified CM node.
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Configure the Unified CM node to keep Unified Outbound Option traffic localized to one subscriber
as much as possible. See
as much as possible. See
details.
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Configure the same number of ports for Unified Outbound Options at a specific peripheral.