Cisco Cisco Unified Contact Center Enterprise 9.0(1) User Guide

determine which mode each skill group uses. One script can be used to control all Outbound
Option skill groups, or multiple scripts can control multiple Outbound Option skill groups.

This administrative script is comprised of Start, Set, If , and End nodes. Use the Set node to set
skill group variables (OutboundControl and OutboundPercent).

Set the OutboundControl variable by entering it in the Value field of the Set Properties window:

•

INBOUND: Indicates that this skill group is disabled for outbound use and only takes inbound
calls.

•

PREDICTIVE_ONLY: Dials several customers per agent. After reaching a live contact, the
Predictive Dialer transfers the customer to a live agent along with a screen pop to the agent’s
desk. The predictive algorithm is designed to calculate the number of lines to dial per available
agent to keep agent wait time to a minimum.

•

PREDICTIVE_BLENDED: Agents receive inbound calls, but could be used for an outbound
call when available.

•

PREVIEW_ONLY: Reserves an agent prior to initiating an outbound call and presents the
agent with a screen pop. The agent might then:

Accept the call:

–

Dials the customer and transfers the call to the agent.

Skip the call:

–

Agent receives another customer call.

Skip-Close the call:

–

Skips the current preview call and closes the record so it will not be called again.

Reject the call:

–

Releases the agent. At this point, the system might deliver the agent another preview
outbound call or a new inbound call.

Reject-Close the call:

–

Rejects the current preview call and closes the record so it will not be called again.

•

PREVIEW_BLENDED: Agents receive inbound calls, but could be used for an outbound
preview call when available.

•

PREVIEW_DIRECT_ONLY: Agents can only place outbound calls and hear ring tones,
such as phone ringing or busy signal.

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)