Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Cisco Outbound Option (COO) is an IPCC feature that enables automated 
outbound dialing to customers. These outbound calls appear as inbound calls to 
the agent, and information about the call appears in the Enterprise Data window.

When a COO call is present, work flows that involve Ringing or 

Answered events may not function as expected. Due to the nature of how 
COO calls are delivered, Ringing and Answered events are not triggered.

The ports used by the outbound dialer must be monitored in order 

for enterprise data to be available. See "Devices" on page 2-16 for more 
information on adding devices to the monitored device list.

A supervisor or administrator sets up a calling campaign in ICM that consists of 
various elements that will present calls to agents and provide information so the 
agent can handle the call successfully. (See Cisco ICM Software Blended Agent 
Setup and Configuration Guide for information on setting up calling campaigns.)

COO has three modes that determine what type of dialing is done to make the 
outbound calls:

■

Predictive Dialing Mode. In this mode, agents are reserved and a number 
of customers are dialed simultaneously. When a customer is contacted, 
the call is transferred to an available reserved agent. The customer’s data 
is displayed in the agent’s Enterprise Data window. Predictive dialing 
mode optimizes agent usage by calculating the average time an agent 
waits to receive a call and their average call handling time to determine the 
number of lines to dial per agent so that wait time is kept to a minimum.

■

Preview Dialing Mode. In this mode, an agent is reserved and then 
presented with a customer call along with customer information in the 
Enterprise Data window. Based on this information, the agent can decide 
to accept, skip, or reject the call. 

■

Progressive Dialing Mode. This mode is similar to predictive dialing 
mode, except that the system does not calculate the number of lines to dial 
per agent. Rather, the user configures a fixed number of lines to be dialed 
per agent.

All three dialing modes use the callback feature. This features enables an agent to 
reschedule a customer call at the customer’s request for a more convenient time. 
Callbacks can be configured so that, when the call is redialed, the call is directed 
to any agent (regular callback) or the call is directed to the agent who made the 
callback reservation (personal callback). This is configured at the campaign level 
and is not controlled by the agent.