Cisco Cisco IPCC Web Option Guida Alla Progettazione
C H A P T E R
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Cisco Unified Outbound Option
The Cisco Unified Outbound Option, formerly Outbound Option and Blended Agent, was introduced on
the Unified CCE platform in Unified CCE 5.0. This product allows Unified CCE agents to participate in
outbound campaigns in addition to handling inbound calls. Version 6.0 of the Unified Outbound Option
adds several important features, including software based Call Progress Analysis (including answering
machine detection), Transfer to IVR mode, and Direct Preview mode. Version 7.0 provides
enhancements, including sequential dialing and in-memory support of the Do-Not-Call list.
the Unified CCE platform in Unified CCE 5.0. This product allows Unified CCE agents to participate in
outbound campaigns in addition to handling inbound calls. Version 6.0 of the Unified Outbound Option
adds several important features, including software based Call Progress Analysis (including answering
machine detection), Transfer to IVR mode, and Direct Preview mode. Version 7.0 provides
enhancements, including sequential dialing and in-memory support of the Do-Not-Call list.
This chapter provides guidelines on deploying the Unified Outbound Option in the context of Cisco
Unified Communications Manager (Unified CM) and the PG.
Unified Communications Manager (Unified CM) and the PG.
What's New in This Chapter
releases of this document.
High-Level Components
The Unified Outbound Option uses virtual Unified IP phones to place outbound calls through a voice
gateway configured in Unified CM. The dialer is a software solution that does not require telephony
cards for tone generation or tone/voice detection.
gateway configured in Unified CM. The dialer is a software solution that does not require telephony
cards for tone generation or tone/voice detection.
The Outbound solution involves the following processes:
•
The Campaign Manager process is responsible for sending configuration and customer records to
all the Dialers in the enterprise. It is always installed on the Side-A Logger, and it services only one
customer instance.
all the Dialers in the enterprise. It is always installed on the Side-A Logger, and it services only one
customer instance.
•
The Import process is responsible for importing customer records. It runs on the Side-A Logger.
•
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.
Table 5-1
New or Changed Information Since the Previous Release of This Document
New or Revised Topic
Described in:
Removed references to tested gateways.