Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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PREVIEW_DIRECT_BLENDED: Agents can receive inbound calls, place outbound calls,
and hear ring tones, such as phone ringing or busy signal.
and hear ring tones, such as phone ringing or busy signal.
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PROGRESSIVE_ONLY: Similar to PREDICTIVE_ONLY; however, lines to dial per agent
is not calculated—users configure a fixed number of lines that will always be dialed per
available agent.
is not calculated—users configure a fixed number of lines that will always be dialed per
available agent.
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PROGRESSIVE_BLENDED: Similar to PREDICTIVE_BLENDED, but a fixed number of
lines will always be dialed per available agent.
lines will always be dialed per available agent.
Note: If the administrative script (where the OutboundControl variable or reservation percentage
is set) is running, but the modes/percentages are not being updated at the Dialer, do the following:
– Make sure that the skill group being controlled is the base skill group, and not the primary or
secondary skill groups. Although agents may be logged into just the primary or secondary skill
group, the outbound control variable must always be set on the base skill group. – Verify that
the outbound control variable mode is spelled correctly.
is set) is running, but the modes/percentages are not being updated at the Dialer, do the following:
– Make sure that the skill group being controlled is the base skill group, and not the primary or
secondary skill groups. Although agents may be logged into just the primary or secondary skill
group, the outbound control variable must always be set on the base skill group. – Verify that
the outbound control variable mode is spelled correctly.
Set the OutboundPercent variable in the same administrative script. Select the OutboundPercent
variable in the Set Properties window and enter the agent percentage in the Value field. This
variable controls the percentage of agents, which are logged into a particular skill group, which
should be used for outbound dialing. For example, if there are 100 agents logged into skill group
N, and the OutboundPercent variable is set to 50%, 50 agents would be allocated for outbound
dialing.
variable in the Set Properties window and enter the agent percentage in the Value field. This
variable controls the percentage of agents, which are logged into a particular skill group, which
should be used for outbound dialing. For example, if there are 100 agents logged into skill group
N, and the OutboundPercent variable is set to 50%, 50 agents would be allocated for outbound
dialing.
Note: This variable does not allocate specific agents for outbound dialing, just a total percentage.
The following diagram displays a very simple administrative script where both the
OutboundControl variable and the outbound percentage are set for a skill group. A script in a
production call center would typically be more complex, perhaps changing these variables due
to time of day or service level.
OutboundControl variable and the outbound percentage are set for a skill group. A script in a
production call center would typically be more complex, perhaps changing these variables due
to time of day or service level.
Figure 141: Setting the OutboundControl Variable and Skill Group Reservation Percentage
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 13: Example Scripts
Additional Example Outbound Option Scripts