Cisco Cisco IPCC Web Option 设计指南

The Cisco Unified Outbound Option provides the ability for Unified CCE to place calls on behalf of 
agents to customers based upon a predefined campaign. The major components of the Unified Outbound 
Option are (see 

):

Outbound Option Campaign Manager — A software module that manages the dialing lists and rules 
associated with the calls to be placed. This software is loaded on the Logger Side A platform and is 
not redundant; it can be loaded and active on only one server of the duplex pair of Loggers in the 
Unified CCE system.

Outbound Option Dialer — A software module that performs the dialing tasks on behalf of the 
Campaign Manager. In Unified CCE, the Outbound Option Dialer emulates a set of IP phones for 
Unified CM to make the outbound calls, and it detects the called party and manages the interaction 
tasks with the CTI OS server to transfer the call to an agent. It also interfaces with the Media 
Routing Peripheral Gateway, and each Dialer has its own peripheral interface manager (PIM) on the 
Media Routing Peripheral Gateway.

126036

Caller
requests for
a Call Back
or for Web
Collaboration
with Chat
(SSC, MSC),
or Web
Collaboration
with a Phone
Call (BC)

Note:  Arrow indicates the direction in
          which the connection is initiated.

ICM Administration
Connection (aka
Conapi Connection)

ARM

MRI

BAPI

ICM

Queue

DCA Connection

Unified CM

MR PIM

CMS_jserver

CTI

SVR

ARM

CTI

MRI

Agents

Workstation CTI

Desktop Phone

HTTP Agent Connection