Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
158
June 2007
Cisco Unified Outbound Dialer
Cisco Unified Outbound Dialer is an ICM/Unified Contact Center Enterprise 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 pane.
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 pane.
NOTE: Unified Outbound Dialer is available only for Agent Desktop.
NOTE: Cisco Unified Mobile Agent call-by-call mode does not support
Outbound Dialer. Nailed mode does support Outbound Dialer.
Outbound Dialer. Nailed mode does support Outbound Dialer.
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 the Cisco ICM/IP Contact Center
Enterprise Edition Setup and Configuration Guide for information on setting up calling
campaigns.)
various elements that will present calls to agents and provide information so the
agent can handle the call successfully. (See the Cisco ICM/IP Contact Center
Enterprise Edition Setup and Configuration Guide for information on setting up calling
campaigns.)
Outbound Dialer has four modes that determine what type of dialing is done to make
the outbound calls:
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.
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.
■
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.
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.
■
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.
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.
■
Direct Preview Dialing Mode. This mode is similar to Preview Dialing mode,
except that the agent can categorize the phone call presented as Voice,
Answering Machine, Invalid, and Fax Modem.
except that the agent can categorize the phone call presented as Voice,
Answering Machine, Invalid, and Fax Modem.
All four dialing modes use the personal callback feature. This features enables an
agent to reschedule a customer call at the customer’s request for a more convenient
time.
agent to reschedule a customer call at the customer’s request for a more convenient
time.