Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Unified Outbound Dialer
January 16, 2013
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Cisco Unified Outbound Dialer
Cisco Unified Outbound Dialer is a Unified 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.
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.
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 Unified 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.)
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 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 call along with customer information in the Enterprise Data window.
Based on this information, the agent can accept, skip, or reject the call.
with a call along with customer information in the Enterprise Data window.
Based on this information, the agent can 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. 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.
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.