Cisco Cisco Outbound Option 7.5 User guide

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Cisco Outbound Option 7.5
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Software
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User guide

This manual is also suitable for

Outbound Option Guide
for Cisco Unified Contact Center Enterprise and Hosted
7.5(1)
July 2012
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Table of Contents
Preface ...........................................................................................................................................................1
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................2
Related Documentation .............................................................................................................................3
Conventions................................................................................................................................................3
Obtaining Documentation and Submitting a Service Request...................................................................4
Documentation Feedback...........................................................................................................................4
1. Outbound Business Concepts.....................................................................................................................7
Overview.....................................................................................................................................................7
What Are Automatic Dialers?.................................................................................................................7
Cisco Outbound Solution.......................................................................................................................8
High-Level Overview of Cisco Outbound Option...................................................................................8
Outbound Option Features....................................................................................................................8
How the Concepts Presented in This Chapter Relate to Each Other..................................................12
Imports.....................................................................................................................................................15
Do Not Call List Imports.......................................................................................................................15
Contact List Imports.............................................................................................................................15
Import Rule Reporting.........................................................................................................................16
Query Rules.............................................................................................................................................17
Campaigns...............................................................................................................................................17
Dialing Modes......................................................................................................................................17
Masking Caller ID by Campaign..........................................................................................................19
Agent Campaigns................................................................................................................................20
Callbacks.............................................................................................................................................20
Transfer to IVR Campaigns..................................................................................................................22
Dialing Order........................................................................................................................................22
Campaign Reporting............................................................................................................................23
Campaign Skill Groups.............................................................................................................................26
Smaller Skill Groups............................................................................................................................26
Blended Campaigns/Skill Groups........................................................................................................27
Agents Skilled for Multiple Active Campaigns......................................................................................27
Campaign Skill Group Reporting.........................................................................................................27
What Time Is It? Customer Time Versus System Time.............................................................................28
Customer Time....................................................................................................................................28
System Time........................................................................................................................................29
Call Progress Analysis (Answering Machine Detection)...........................................................................29
2. Architectural Overview..............................................................................................................................31
Unified CCE Software Overview...............................................................................................................31
Outbound Option Software Components..................................................................................................32
Outbound Option Component Relationships.......................................................................................33
About Outbound Option Campaign Manager Component...................................................................33
About Outbound Option Import Component........................................................................................34
About Outbound Option Dialer Component.........................................................................................35
Peripheral Gateway (PG).....................................................................................................................38
Agent PG.............................................................................................................................................38
Media Routing PG...............................................................................................................................39
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IVR.......................................................................................................................................................39
Admin Workstation — Configuration....................................................................................................39
Admin Workstation — WebView..........................................................................................................40
Dialer Reporting...................................................................................................................................40
Outbound Option Agent Desktops.......................................................................................................40
Outbound Option Extended Call Context Variables.............................................................................42
Desktop Button Performance...............................................................................................................45
Outbound Option Scripting.......................................................................................................................46
Outbound Option Admin Scripts..........................................................................................................46
Outbound Option Agent Reservation Scripts.......................................................................................47
Fault Recovery..........................................................................................................................................47
Campaign Manager Fault Recovery....................................................................................................47
Dialer Fault Recovery..........................................................................................................................48
Outbound Option Standby and Recovery Model.................................................................................48
3. Installing Outbound Option........................................................................................................................49
Before You Begin......................................................................................................................................49
Optimizing Dialer Component Performance........................................................................................49
Auto-Answer Settings..........................................................................................................................50
Outbound Option Database Sizing......................................................................................................50
IVR Integration.....................................................................................................................................50
System Requirements.........................................................................................................................50
IPCC Enterprise Outbound Configuration...........................................................................................51
Cisco Unified Communications Manager/Gateway Configuration.......................................................52
Software Installation and Database Creation......................................................................................53
IPCC Enterprise Outbound Configuration................................................................................................53
Enabling Outbound Option tool in Admin Workstation Configuration...................................................53
Configuring the Dialer Component......................................................................................................53
Configuring the Port Map.....................................................................................................................54
Creating a Network VRU......................................................................................................................55
Configuring the Media Routing PG (MR PG).......................................................................................55
Configuring System Options................................................................................................................56
Enabling ECC Variables.......................................................................................................................56
Configuring and Scheduling the Personal Callback Feature....................................................................57
How to Configure Personal Callbacks..................................................................................................57
Creating an Enterprise Skill Group......................................................................................................60
Creating an Enterprise Route..............................................................................................................60
Configure Queue to Agent Node.........................................................................................................61
Cisco Unified Communications Manager/Gateway Configuration............................................................62
Importing and Assigning Dialer Ports..................................................................................................62
Disabling Ringback During Transfer To Agent......................................................................................63
Configuring Auto Answer on Agent Phones.........................................................................................64
Configuring Voice Gateways for Outbound Option...............................................................................64
Outbound Option Software Installation Steps...........................................................................................67
Creating the Outbound Option Private Database................................................................................68
Installing the Dialer Component...........................................................................................................69
Dialer Post-Install Registry Configuration............................................................................................70
Modifying JTAPI for Calls to Invalid Numbers......................................................................................70
Installing the MR PG............................................................................................................................71
Installing the Cisco CTI Controls..............................................................................................................71
Outbound Option Integration with CTI OS...........................................................................................72
Setting Up Outbound Option in Cisco Desktop Administrator..................................................................73
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Outbound Option Enterprise Data.......................................................................................................73
Verification and Troubleshooting...............................................................................................................74
Check the Dialer Component Status Bar.............................................................................................75
Verify the Critical Configuration Steps.................................................................................................77
Verify the Unified CM Connectivity......................................................................................................77
Verify the Dialer Port Map Configuration..............................................................................................79
Verify the Database Configuration.......................................................................................................80
Verify the Router Registry Key.............................................................................................................81
4. Configuring Campaigns and Imports........................................................................................................83
Overview of the Outbound Option Configuration Process........................................................................84
Understanding Dialing Modes..................................................................................................................85
Predictive Dialing.................................................................................................................................85
Preview Dialing....................................................................................................................................85
Progressive Dialing..............................................................................................................................86
Configuration Process Task Maps............................................................................................................86
Agent Campaign Tasks........................................................................................................................86
Transfer to IVR Campaign Tasks..........................................................................................................87
Creating Dialed Numbers.........................................................................................................................88
Creating an Import Rule...........................................................................................................................89
Creating a Query Rule..............................................................................................................................93
Creating a Campaign................................................................................................................................94
Notes on Editing a Campaign in Progress..............................................................................................103
Creating a Call Type...............................................................................................................................103
Setting Up the Reservation Script..........................................................................................................103
Configure a Transfer to IVR Script..........................................................................................................104
Setting Up the Administrative Script.......................................................................................................107
Sample Administrative Scripts................................................................................................................110
Administrative Script 1:TimeBasedControl........................................................................................110
Administrative Script 2: ServiceLevelControl.....................................................................................111
Mapping Scripts and Call Types and Dialed Numbers...........................................................................112
Single Dialer Options..............................................................................................................................112
Verifying the DN/Script Selector Configuration.......................................................................................114
How to Verify DN/Script Selector Configuration.................................................................................114
Verifying Reservation Call Answering.....................................................................................................114
Verifying Your Campaign Configuration..................................................................................................114
5. Administrative/Supervisory Tasks............................................................................................................115
Reading Reports....................................................................................................................................115
Reporting Information for Administrators/Call Center Supervisors....................................................115
Outbound Option Reports..................................................................................................................115
Working with Agents...............................................................................................................................120
Adding Agents...................................................................................................................................120
Dedicating a Particular Agent to Only Perform Outbound Activity.....................................................120
What Happens If an Agent Does Not Accept or Refuse a Contact During a Certain Time Period While
in Preview Mode................................................................................................................................121
Agent Re-skilling................................................................................................................................121
Working with Imports..............................................................................................................................121
Running Imports................................................................................................................................121
Creating a Do Not Call List................................................................................................................122
Adding Attributes to a Contact List....................................................................................................123
Running and Managing Effective Campaigns.........................................................................................123
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Running a Single Campaign Versus Multiple Campaigns..................................................................124
Getting Results for Individual Customers...........................................................................................124
Changing the Maximum Number of Attempts in a Campaign............................................................125
Managing Predictive Campaigns.......................................................................................................125
Managing Agent Idle Time.................................................................................................................127
6. Troubleshooting.......................................................................................................................................131
Guidelines to Assist in Isolating Problems..............................................................................................131
When Opening a TAC Case....................................................................................................................132
Setting Trace Levels to Troubleshoot Outbound Option Problems..........................................................133
Symptoms and Troubleshooting Actions.................................................................................................134
Installation Problems..............................................................................................................................134
Dialer will not connect to Campaign Manager...................................................................................134
Dialer is not able to connect to CTI Server........................................................................................135
Personal callbacks are not taking place.............................................................................................135
Customer is called multiple times in a short time span if the customer does not pick up..................137
Outbound Option Dialer stops dialing personal callback records after cycling..................................137
Active personal callback records are lost if the Outbound Option Dialer is cycled (remain pending in the
database, but are not being dialed)...................................................................................................137
Configuration Problems..........................................................................................................................138
Administrative script which sets the OutboundControl variable or reservation percentage is running, but
the modes/percentages are not being updated at the Dialer.............................................................138
Outbound Option Dialer Does Not Make Any Customer Calls...........................................................139
Campaign Manager is not providing customer records for a campaign.............................................140
Dialer is unable to reserve an agent with a G.729 phone..................................................................141
Excessive "No Default Label Configured" Errors in Router Log Viewer ............................................142
Customers Hear Ringback Before Transfer........................................................................................142
Call Context Not Being Transferred During a Transfer to IVR Call Flow.............................................143
"Maximum integer value exceeded" Campaign Error........................................................................143
Import Problems.....................................................................................................................................144
Import is not reading customer data file............................................................................................144
Dialing Problems....................................................................................................................................145
Customer records in the Do-Not-Call list are being dialed.................................................................145
Small skill groups not being dialed....................................................................................................145
Predictive Dialing - Abandon Rate of 0 with a Long Idle Time...........................................................146
Many Calls Result in "No Dial Tone"..................................................................................................147
Dialers Have Low Idle Times/High Busy Times.................................................................................147
Many Retries at Start of Append Campaign......................................................................................148
Uneven Distribution of Calls Between Dialers...................................................................................148
Transferring Customer Calls to Agents are Failing.............................................................................149
Administrative Problems.........................................................................................................................149
Call Progress Analysis Problems...........................................................................................................149
Fax Detection Problems.....................................................................................................................149
Basic Troubleshooting Tools...................................................................................................................150
Event Management System (EMS) Logs...............................................................................................152
Outbound Option Dialer Title Bar...........................................................................................................153
Procmon Tool..........................................................................................................................................153
Enabling WebView Reporting on the Outbound Option Dialer...............................................................157
Appendix A. Registry Settings....................................................................................................................159
Campaign Manager Registry Settings....................................................................................................159
Dialer Registry Settings..........................................................................................................................163
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Appendix B. Long Distance Digit Prefix Logic.............................................................................................169
How Imported Numbers Are Transformed..............................................................................................169
Dialer Configuration Fields and Registry Settings..................................................................................171
Appendix C. Dialer_Detail Table..................................................................................................................175
About the Dialer_Detail Table.................................................................................................................175
Advantages........................................................................................................................................175
Data Flow...........................................................................................................................................176
Fault Tolerance...................................................................................................................................176
Dialer_Detail Table Database Fields and Descriptions...........................................................................176
CallResult Codes and Values............................................................................................................176
CallStatusZone Values.......................................................................................................................177
DialingMode Values...........................................................................................................................178
CallResults Table...............................................................................................................................179
Appendix D.Termination_Call_Detail Table.................................................................................................181
Peripheral Call Types..............................................................................................................................181
Mapping of Release 7.x to Release 6.0(0) and Earlier Peripheral Call Types...................................181
Call Disposition Values Used in the Termination_Call_Detail Table...................................................182
CED Column Values..........................................................................................................................182
TCD Column Descriptions......................................................................................................................183
Reservation Calls...............................................................................................................................183
Customer Calls..................................................................................................................................184
Transfer to IVR TCD Records.................................................................................................................185
Initial Customer Call on Unified CM PIM Transferred to Route Point.................................................186
Transferred Customer Call on Unified CM PIM Redirected to IVR....................................................186
IVR Playing a Message on VRU Pim to a Customer.........................................................................186
Appendix E. Dialing List Table.....................................................................................................................189
Dialing List Table Columns.....................................................................................................................189
Appendix F. Scheduling Contacts Between Customers and Specific Agents.............................................191
Personal Callback List............................................................................................................................191
Appendix G. CTI OS Outbound Option ECC Variable Settings...................................................................193
ECC Variables for Outbound Call Centers..............................................................................................193
ECC Variables in Mixed Inbound and Outbound Call Centers...............................................................195
Glossary .....................................................................................................................................................197
Index ...........................................................................................................................................................203
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List of Figures
Figure 1: Outbound Option Component Relationships...................................................................................................13
Figure 2: Import Rule Report Example...........................................................................................................................16
Figure 3: Campaign Consolidated Half Hour Report......................................................................................................24
Figure 4: Breakdown of Attempts (%) per Campaign Half Hour Report........................................................................24
Figure 5: Breakdown of Attempts (%) per Campaign Daily Report...............................................................................24
Figure 6: IVR Ports Performance Half Hour Report - IVR Example..............................................................................25
Figure 7: Call Type Half Hour Report Example..............................................................................................................26
Figure 8: Campaign Consolidated Half Hour Report - Blended Example......................................................................28
Figure 9: Outbound Option Network Component Relationship......................................................................................33
Figure 10: Agent-Based Campaign Call Flow.................................................................................................................37
Figure 11: IVR-Based Campaign Call Flow....................................................................................................................38
Figure 12: Dialer12: Dialer Capacity Daily Report.........................................................................................................40
Figure 13: Personal Callback Reservation Script............................................................................................................60
Figure 14: Scheduling Script...........................................................................................................................................61
Figure 15: Voice Dial Peers / Call Legs Toll-bypass Scenario........................................................................................65
Figure 16: Voice Dial Peers / Call Legs: CallManager System with IOS Gateway Scenario.........................................66
Figure 17: Dialer Component Status Bar.........................................................................................................................75
Figure 18: Sample Routing Script.................................................................................................................................104
Figure 19: Sample CVP routing script...........................................................................................................................105
Figure 20: System IPCC Example.................................................................................................................................106
Figure 21: Exanoke BAResponse If Node.....................................................................................................................107
Figure 22: Sample Administrative Script.......................................................................................................................108
Figure 23: TimeBasedControl Script.............................................................................................................................110
Figure 24: ServiceLevelControl Script..........................................................................................................................111
Figure 25: Outbound Option Dialer Title Bar Indicators...............................................................................................153
Figure 26: Dumpalloc Command Example...................................................................................................................154
Figure 27: Dumprt Command Example........................................................................................................................156
Figure 28: Dialer Port Real-Time Report......................................................................................................................157
Figure 29: How Imported Numbers Are Transformed...................................................................................................170
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Preface
Purpose
This manual provides conceptual, installation, and configuration information about the Cisco
IP Contact Center (IPCC) Outbound Option application (formerly called "Blended Agent"). It
also provides verification checklists and troubleshooting information to ensure the Outbound
Option installation and configuration setup is successful.
For detailed Outbound Option Components field descriptions, refer to the online help.
Note: You must have a copy of the Staging Guide Cisco Unified ICM/Contact Center Enterprise
& Hosted, Release 7.x(y) available in addition to this manual in order to successfully complete
the Outbound Option installation. See http://www.cisco.com for the complete set of Cisco
Unified ICM/Contact Center Enterprise and Hosted software manuals.
Audience
This document is intended for contact center supervisors and contact center technology experts,
who will perform the following functions using Outbound Option:
•System Administrators – The installer/partner, who needs to know how to install and
configure the Dialer and hook it up to Cisco Unified Communications Manager (abbreviated
as Unified CM and formerly known as "CallManager").
•Administrator – The administrator responsible for configuration tasks, such as adding agents,
skill groups, campaigns, and scripts necessary for ongoing activity.
•Supervisors/Business users – These users might need to perform such tasks as modifying
a query rule, adjusting the lines per agent, or enabling/disabling a campaign. This group of
users need to know how read and interpret reports in order to help them run their business.
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)
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•Sales – A secondary audience, interested primarily in conceptual information.
Organization
The following table describes the information contained in each chapter of this guide.
DescriptionChapter
Provides a high-level overview of Outbound Option and its
components.
Chapter 1, "Outbound Business Concepts (page
7)"
Intended Audience: all audiences
Provides a high-level overview of Unified CCE software, Outbound
Option component relationships, scripting, and fault recovery.
Chapter 2, "Architectural Overview (page 31)"
Intended Audience: System
Administrators/Administrators
Provides all the information users need to install Outbound Option.Chapter 3, "Installing Outbound Option (page 49)"
Intended Audience: System Administrators
Provides all the information users need to configure Outbound
Option.
Chapter 4, "Configuring Campaigns and Imports
(page 83)"
Intended Audience: Administrators
Provides information on reading reports, agent desktops, adding
and reskilling agents, running imports, and running and managing
effective campaigns,
Chapter 5, "Administrative/Supervisory Tasks (page
115)"
Intended Audience: Administrators/Supervisors
who may or may not have administrative
permission
Contains information to help users involved with troubleshooting
systems integration, implementation, and installation of the
Chapter 6, "Troubleshooting (page 131)"
Intended Audience: System
Administrators/Administrators Outbound Option application. It also provides a discussion of Event
Management System (EMS) alarms and discusses how the Outbound
Option Dialer detects answering machines and human voices.
Contains information about registry settings for Outbound Option
server processes.
Appendix A, "Registry Settings (page 159)"
Provides information about outbound call routing.Appendix B, "Long Distance Digit Prefix Logic
(page 169)"
Provides information on the Dialer_Detail table, an historical table
that was incorporated into the IPCC database in Release 7.2(1). Its
Appendix C, "Dialer_Detail Table (page 175)"
purpose is to allow detailed dialer records to be written to the Logger
databases and replicated to each HDS database.
Describes the PeripheralCallType and CallDisposition column values
used in the Termination_Call_Detail table. It also provides the CED
Appendix D, "Termination_Call_Detail Table (page
181)"column values for Outbound Option reservation or personal callback
calls.
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Preface
Organization
DescriptionChapter
Provides information about the Dialing List table, which is used for
the Outbound Option application only. Other applications are not
allowed to access it for reading, writing, or using triggers.
Appendix E, "Dialing List Table (page 189)"
Documents all the columns in the personal callback table.Appendix F, "Scheduling Contacts Between
Customers and Specific Agents (page 191)"
Contains a sample .REG file, which creates the appropriate Outbound
Option ECC registry entries for CTI OS.
Appendix G, "CTI OS Outbound Option ECC
Variable Settings (page 193)"
Provides a glossary of Outbound Option terms.Glossary (page 197)
Related Documentation
Documentation for Cisco Unified ICM/Unified Contact Center (IPCC) Enterprise & Hosted,
as well as related documentation, is accessible from Cisco.com at http://www.cisco.com/web/
psa/products/index.html.
•Related documentation includes the documentation sets for Cisco CTI Object Server (CTI
OS), Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser Edition (CAD-BE), Cisco
Unified Contact Center Management Portal, Cisco Unified Customer Voice Portal (CVP),
Cisco IP IVR, Cisco Support Tools, and Cisco Remote Monitoring Suite (RMS).
For documentation for these Cisco Unified Contact Center Products, go to http://
www.cisco.com/web/psa/products/index.html, click on Voice and Unified
Communications, then click on Cisco Unified Contact Center Products or Cisco Unified
Voice Self-Service Products, then click on the product/option you are interested in.
•Also related is the documentation for Cisco Unified Communications Manager, which can
also be accessed from http://www.cisco.com/web/psa/products/index.html.
•Technical Support documentation and tools can be accessed from http://www.cisco.com/
en/US/support/index.html.
•The Product Alert tool can be accessed through (login required) http://www.cisco.com/
cgi-bin/Support/FieldNoticeTool/field-notice.
Conventions
This manual uses the following conventions:
DescriptionConvention
Boldface font is used to indicate commands, such as user entries,
keys, buttons, and folder and submenu names. For example:
boldface font
•Choose Edit > Find.
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Preface
Related Documentation
DescriptionConvention
•Click Finish.
Italic font is used to indicate the following:italic font
•To introduce a new term. Example: A skill group is a
collection of agents who share similar skills.
•For emphasis. Example: Do not use the numerical naming
convention.
•A syntax value that the user must replace. Example: IF
(condition, true-value, false-value)
•A book title. Example: See the Cisco CRS Installation Guide.
Window font, such as Courier, is used for the following:window font
•Text as it appears in code or that the window displays.
Example: <html><title>Cisco Systems,Inc. </
title></html>
Angle brackets are used to indicate the following:< >
•For arguments where the context does not allow italic, such
as ASCII output.
•A character string that the user enters but that does not appear
on the window such as a password.
Obtaining Documentation and Submitting a Service Request
For information on obtaining documentation, submitting a service request, and gathering
additional information, see the monthly What’s New in Cisco Product Documentation, which
also lists all new and revised Cisco technical documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication
(RSS) feed and set content to be delivered directly to your desktop using a reader application.
The RSS feeds are a free service and Cisco currently supports RSS Version 2.0.
Documentation Feedback
You can provide comments about this document by sending email to the following address:
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)
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Preface
Obtaining Documentation and Submitting a Service Request
mailto:[email protected]
We appreciate your comments.
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)
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Preface
Documentation Feedback
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)
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Preface
Documentation Feedback
Outbound Business Concepts
This chapter, intended for all audiences, discusses the outbound business concepts you need to
know before planning and configuring your outbound system. Review this chapter in its entirety
before moving on to installing and configuring your outbound system.
This chapter contains the following topics:
•Overview, page 7
•Imports, page 15
•Query Rules, page 17
•Campaigns, page 17
•Campaign Skill Groups, page 26
•What Time Is It? Customer Time Versus System Time, page 28
•Call Progress Analysis (Answering Machine Detection), page 29
Overview
This section provides a high-level overview of automatic dialers and the Cisco Outbound Option
solution, which includes a description of what it does and why you would want to use it.
What Are Automatic Dialers?
Automatic dialers increase contact center efficiency because they eliminate the possibility of
reaching a wrong number, save time, and make contact center agents more productive. By
automatically dialing and screening for busy signals, no answer, and answering machines, dialers
ensure that agent time is not wasted in non-value-added mechanical and routine tasks. Only
when the dialer reaches a live contact will the solution transfer the call to the next available
agent.
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Chapter 1
Cisco Outbound Solution
Cisco Unified Intelligent Contact Management Enterprise and Cisco Unified Contact Center
Enterprise help companies distribute inbound calls to a variety of termination points, including
automatic call distributors (ACDs), interactive voice response (IVR) systems, home agents, and
network terminations. The Cisco Outbound Option application, with its combination of outbound
dialing modes, enables call centers to manage outbound calls. The ability for agents to handle
both inbound and outbound contacts offers a way to optimize contact center resources.
High-Level Overview of Cisco Outbound Option
The Cisco Outbound Option application provides outbound dialing functionality along with the
existing inbound capabilities of Cisco Unified Contact Center Enterprise (Unified CCE, which
is documented as "IPCC Enterprise" in this guide). This application enables the contact center
to dial customer contacts and direct contacted customers to agents or IVRs.
With Outbound Option, you can configure a contact center for automated outbound activities.
Outbound Option Features
Outbound Option features include:
•Cisco Internet Protocol Contact Center (IPCC Enterprise) compatible dialer (page 9)
•Campaign management (page 9)
•Inbound/outbound blending (page 9)
•Predictive, Progressive, and Preview dialing modes (page 9)
•Real-time and historical reports (page 10)
•Personal callback (page 10)
•Call Progress Analysis (CPA) for answering machine, fax/modem, and answering machine
terminating tone detection (page 10)
•Transfer to Interactive Voice Response (IVR) (page 10)
•Sequential dialing (page 11)
•Cisco IP Contact Center Agent re-skilling (page 11)
•Abandoned and Retry call settings (page 11)
•Campaign Prefix Digits for dialed numbers (page 11)
•Outbound Option support on Cisco IPCC Hosted (page 12)
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)
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Chapter 1: Outbound Business Concepts
Overview
•Outbound ECC variables support in Siebel 7.5.3 and 7.7 (page 12)
About Cisco Internet Protocol Contact Center (IPCC Enterprise) Compatible Dialer
Cisco IP Contact Center can be implemented in a single-site environment or integrated into a
multisite contact center enterprise. Some capabilities of IPCC Enterprise include intelligent call
routing, ACD functionality, network-to-desktop computer telephony integration (CTI), IVR
integration, call queueing, and consolidated reporting.
With IPCC Enterprise integration, customer calls are placed using the Cisco Voice Gateway,
using the Cisco Unified Communications Manager for call control.
Outbound Option on IPCC Enterprise provides a native multi-site outbound dialing solution.
About Campaign Management
Outbound Option supports advanced list management.
•Customer records can be assigned to multiple lists, which can be merged into a single
campaign.
•Pre-configured rules decide when the various lists are called.
•Agents are assigned to campaigns using skill groups.
About Unified Contact Center Software Management of Skill Groups
The Script Editor application controls the outbound mode of every skill group.
Dedicated and Blended Dialing Modes
•Dedicated mode: Designed for agents who will only make outbound calls.
•Blended mode: Allows agents to receive inbound calls and make outbound calls without
switching between Inbound/Outbound skill groups. (In Blended mode, inbound calls receive
precedence over outbound calls.)
Outbound Option maximizes performance in both pure outbound and blended modes.
Note: The skill group mode variable is only a setting and has no impact on how the Router
routes calls. If a skill group is set to Dedicated mode, you must also create a corresponding
routing script that uses the IF node to enforce the Dedicated mode. In other words, the IF node
must state that if the OutboundControl skill group setting is set to Dedicated, inbound calls must
not be routed to that skill group.
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)
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Chapter 1: Outbound Business Concepts
Overview
About Outbound Option Dialing Modes
Outbound Option supports the following dialing modes:
•Preview
•Direct Preview
•Progressive
•Predictive
See Also
See the "Dialing Modes (page 17)" section for detailed information.
About Outbound Option Activity Reports
Outbound Option uses Unified CCE software reporting features provided by the WebView
application, including agent, campaign, dialer, and skill groups report templates created especially
for Outbound Option customers.
See Also
The reporting types are documented throughout this chapter, plus Chapter 5,
"Administrative/Supervisory Tasks (page 115)," provides details about how to read the reports.
Refer to the WebView documentation for detailed information about using this application.
About Callbacks
Depending on the Outbound Option campaign settings, a callback can be scheduled as a personal
callback or a regular callback.
See Also
See the "Callbacks (page 20)" section for more details.
About Call Progress Analysis (CPA)
Call Progress Analysis (CPA) uses a combination of call signalling and media stream analysis
to differentiate different types of calls.
See Also
See the "Call Progress Analysis (Answering Machine Detection) (page 29)" section for more
details.
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)
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Chapter 1: Outbound Business Concepts
Overview
About Transfer to IVR
The transfer to IVR feature provides Outbound Option with another outbound mode. This mode
causes the Dialer to transfer every customer call associated with a specific skill group to a service
control-based IVR instead of an agent. This feature allows a contact center to run unassisted
outbound campaigns using pre-recorded messages in the Cisco Unified IP-IVR and Cisco Unified
Customer Voice Portal products.
See Also
See the "Transfer to IVR Campaigns (page 22)" section for more details.
About Sequential Dialing
The sequential dialing feature, accessed through the Campaign Call Target tab, allows you to
associate up to ten phone numbers per customer record.
See Also
See the "Sequential Dialing (page 22)" section for more details.
About Cisco IP Contact Center Agent Re-skilling
Cisco IP Contact Center agent re-skilling is an optional feature that allows IPCC call center
supervisors to login and change the skill groups for agents they manage. You can access this
feature using the IPCC Enterprise Agent Re-skilling Tool. It lets you change the skill group
designations of agents on your team, and quickly view skill group members and details on
individual agents. Changes you make to an agent’s skill group membership take place
immediately without need for the agent to exit and re-enter the system.
See Also
See the "Agent Re-skilling (page 121)" section in Chapter 5, "Administrative/Supervisory Tasks,"
for more details. Refer to the Agent Re-skilling Tool online help for information about using
the agent re-skilling feature.
About Abandoned and Retry Call Settings
The Campaign component contains fields to support abandoned and retry calls.
See Also
For detailed instructions on how to configure abandoned and retry call settings, see the Outbound
Option online help.
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)
11
Chapter 1: Outbound Business Concepts
Overview
Campaign Prefix Digits for Dialed Numbers
The Campaign prefix digits field, which is available on the Campaign General tab in the
Campaign component, allows you to configure prefix digits for dialed numbers in campaigns.
If you configure a prefix, it will be inserted before the Dial prefix for all numbers dialed in a
campaign. This prefix allows an administrator to create campaign-specific Unified CM translation
patterns, which you can use to tailor the Automatic Number Identification (ANI) seen by a
customer. For example, all customers dialed from Campaign A will see a caller ID of
“1-800-333-4444,” while all customers dialed from Campaign B will see a caller ID of
“1-800-555-1212.”
See Also
See the online help for more information about the Campaign prefix digits field. See the
"Creating a Campaign (page 94)" section in Chapter 4, "Configuring Campaigns and Imports,"
for more details about using this field when creating a campaign. Refer to the Unified CM
documentation for detailed information about translation patterns.
About Outbound Option Support on Cisco IPCC Hosted
Outbound Option support on Cisco IPCC Hosted Edition is available, but this release still
requires Outbound Option to be deployed on a distinct CICM instance platform (meaning that
Outbound Option will not be shared among customers—each needs to have their own dialer,
etc.).
See Also
Refer to the Cisco IPCC Hosted Edition documentation set for more details.
About Outbound ECC Variables Support in Siebel 7.5.3 and Later
Releases 7.5.3 and later of the Cisco Unified CRM Connector for Siebel (formerly called the
CTI Driver for Siebel) provide support for Outbound Option.
See Also
Refer to the Cisco Unified CRM Connector for Siebel guide for detailed information about the
ECC variables support for Outbound Option.
How the Concepts Presented in This Chapter Relate to Each Other
The following figure shows the component relationships within Outbound Option.
Note: The following figure and table only describe Outbound Option Components and concepts;
they do not describe the Outbound Option process.
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)
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Chapter 1: Outbound Business Concepts
Overview
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Cisco Cisco Outbound Option 7.5 User guide

Cisco
Brand
Cisco
Model
Cisco Outbound Option 7.5
Category
Software
Type
User guide
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