Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Cisco Outbound Option is an ICM/IP 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.

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.)

Outbound Option has four 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.

■

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.

■

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. 

■

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.

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. 

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). The callback type is configured at the campaign level 
and is not controlled by the agent.