Release Note для Cisco Cisco Unified Contact Center Management Portal 8.5(2)
Chapter 5 Outbound Option for Cisco Unified Contact Center Enterprise and Hosted
Cisco Unified Contact Center Enterprise 8.x SRND
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SIP Dialer
SCCP Dialer
Only connected outbound calls, which are
transferred to agents or IVR, go through Agent PG
and Unified CM.
transferred to agents or IVR, go through Agent PG
and Unified CM.
All the outbound calls go through Agent PG and
Unified CM.
Unified CM.
Best Practices for Outbound Option
Follow these guidelines and best practices when implementing Outbound Option:
• Configure abandon to IVR in agent-based campaigns. This is often required to comply with
telemarketing laws (for example, FTC/FCC regulations in the US and OfCom regulations in the
UK).
UK).
• Schedule large imports of the contact list and Do-Not-Call list during off-hours because the
Campaign Manager runs on the same system as the Side-A Logger.
• Do not use Cisco IP Communicator soft phone for agents configured for Outbound Option. IP
Communicator can introduce an additional delay in transferring customer calls to the agent.
Best Practices for SCCP Dialer
The following guidelines and best practices are specific to implementing the SCCP Dialer:
Use a media routing PG and a media routing PIM for each SCCP Dialer. The Media Routing PG can be
configured for multiple PIMs to support multiple SCCP dialers.
configured for multiple PIMs to support multiple SCCP dialers.
. Deploy SCCP dialers in close proximity to the Unified CM cluster where the
SCCP Dialers are registered.
Configure the Unified CM node to keep SCCP Dialer traffic localized to one subscriber as much as
possible. See
possible. See
Configure the same number of ports for SCCP Dialers at a specific peripheral.
Ensure proper Unified CM server sizing when installing SCCP Dialers. Unified SCCP Dialer places a large
strain on Unified CM. See
strain on Unified CM. See
The Unified CM routing and dial plans are used for SCCP Dialer to place outbound calls. This allows calls
to be placed using gateways that are deployed to leverage toll-bypass and lower local calling rates.
to be placed using gateways that are deployed to leverage toll-bypass and lower local calling rates.
Note
The SCCP dialer does not support CUBE for all releases of Unified CCE.
Best Practices for SIP Dialer
The following guidelines and best practices are specific to implementing the SIP Dialer:
• Only T1 PRI and E1 PRI interfaces to the PSTN are supported for Outbound SIP Dialers.