Cisco Cisco Outbound Option 7.5 User guide

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

Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)

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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

Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)

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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.

Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)

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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)

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)

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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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