Outbound Option Guide for Cisco Unified Contact Center Enterprise

Outbound Option Guide for Cisco Unified Contact Center Enterprise
Outbound Option Guide
for Cisco Unified Contact Center Enterprise and Hosted
8.0(1)
August 2012
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Table of Contents
Preface ...........................................................................................................................................................1
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................2
Related Documentation..............................................................................................................................3
Product Naming Conventions.....................................................................................................................4
Conventions................................................................................................................................................4
Obtaining Documentation and Submitting a Service Request...................................................................5
Documentation Feedback...........................................................................................................................5
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.............................................................................................................................................16
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.............................................................................................................................24
Smaller Skill Groups............................................................................................................................25
Blended Campaigns/Skill Groups........................................................................................................25
Agents Skilled for Multiple Active Campaigns......................................................................................25
Campaign Skill Group Reporting.........................................................................................................26
What Time Is It? Customer Time Versus System Time.............................................................................26
Customer Time....................................................................................................................................26
System Time........................................................................................................................................27
Call Progress Analysis (Answering Machine Detection)...........................................................................27
2. Architectural Overview..............................................................................................................................29
Unified CCE Software Overview...............................................................................................................29
Outbound Option Software Components..................................................................................................30
Outbound Option Component Relationships.......................................................................................31
About the Outbound Option Campaign Manager Component.............................................................32
About the Outbound Option Import Component..................................................................................33
About the Outbound Option Dialer Component...................................................................................34
Peripheral Gateway (PG).....................................................................................................................41
Agent PG.............................................................................................................................................41
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Media Routing PG...............................................................................................................................41
IVR.......................................................................................................................................................42
Administration & Data Server — Configuration...................................................................................42
WebView..............................................................................................................................................42
Dialer Reporting...................................................................................................................................42
Outbound Option Agent Desktops.......................................................................................................43
Outbound Option Extended Call Context Variables.............................................................................44
Desktop Button Performance...............................................................................................................47
Outbound Option Scripting.......................................................................................................................48
Outbound Option Admin Scripts..........................................................................................................48
Outbound Option Agent Reservation Scripts.......................................................................................49
Fault Recovery..........................................................................................................................................49
Campaign Manager Fault Recovery....................................................................................................49
Dialer Fault Recovery..........................................................................................................................49
3. Installing Outbound Option - Preliminary Steps........................................................................................51
Before You Begin......................................................................................................................................51
Optimizing Dialer Component Performance........................................................................................51
Auto-Answer Settings..........................................................................................................................51
Outbound Option Database Sizing......................................................................................................52
IVR Integration.....................................................................................................................................52
System Requirements.........................................................................................................................52
Where to Find Installation Procedures.....................................................................................................53
4. Installing Outbound Option: SIP Dialer......................................................................................................55
Installation Task Maps..............................................................................................................................55
Unified CCE Outbound Configuration..................................................................................................55
Cisco Unified Communications Manager/Gateway Configuration.......................................................56
Software Installation and Database Creation......................................................................................57
Unified CCE Outbound Configuration.......................................................................................................57
Configure the IPCC PG.......................................................................................................................57
Configuring the Dialer Component......................................................................................................58
Configuring the Port Map.....................................................................................................................60
Creating a Network VRU......................................................................................................................60
Configuring the Media Routing PG (MR PG).......................................................................................61
Configuring a Skill Group.....................................................................................................................61
Creating a Dialed Number...................................................................................................................62
Configuring System Options................................................................................................................63
Enabling ECC Variables.......................................................................................................................63
Configuring and Scheduling the Personal Callback Feature....................................................................63
How to Configure Personal Callbacks..................................................................................................64
Creating an Enterprise Skill Group......................................................................................................67
Creating an Enterprise Route..............................................................................................................67
Configure Queue to Agent Node.........................................................................................................67
Enabling Packet Capture..........................................................................................................................68
Cisco Unified Communications Manager/Gateway Configuration............................................................70
Disabling Ringback During Transfer To Agent......................................................................................70
Disabling Ringback During Transfer To Agent for SIP..........................................................................70
Configuring Voice Gateways or SIP Proxy for Outbound Option.........................................................73
Configuring SIP Trunks........................................................................................................................74
Outbound Option Software Installation Steps...........................................................................................74
Creating the Outbound Option Private Database................................................................................74
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Upgrading an Outbound Option Database from a Previous Release..................................................76
Installing the Dialer Component...........................................................................................................76
Edit the Local Static Route File............................................................................................................77
Dialer Post-Install Configuration..........................................................................................................78
Installing the MR PG............................................................................................................................78
Installing the Cisco CTI Controls..............................................................................................................79
Outbound Option Integration with CTI OS...........................................................................................79
Setting Up Outbound Option in Cisco Desktop Administrator..................................................................81
Outbound Option Enterprise Data.......................................................................................................81
Verification................................................................................................................................................82
Check the Dialer Component Status Bar.............................................................................................82
Verify the Critical Configuration Steps.................................................................................................84
Verify the Database Configuration.......................................................................................................84
Verify the Router Registry Key.............................................................................................................85
5. Installing Outbound Option - SCCP Dialer................................................................................................87
Installation Task Maps..............................................................................................................................87
Unified CCE Outbound Configuration..................................................................................................87
Cisco Unified Communications Manager/Gateway Configuration.......................................................88
Software Installation and Database Creation......................................................................................89
Unified CCE Outbound Configuration.......................................................................................................89
Configure the IPCC PG.......................................................................................................................90
Configuring the Dialer Component......................................................................................................90
Configuring the Port Map.....................................................................................................................92
Creating a Network VRU......................................................................................................................93
Configuring the Media Routing PG (MR PG).......................................................................................93
Configuring a Skill Group.....................................................................................................................94
Creating a Dialed Number...................................................................................................................94
Configuring System Options................................................................................................................95
Enabling ECC Variables.......................................................................................................................95
Configuring and Scheduling the Personal Callback Feature....................................................................96
How to Configure Personal Callbacks..................................................................................................96
Cisco Unified Communications Manager/Gateway Configuration............................................................99
Importing and Assigning Dialer Ports..................................................................................................99
Disabling Ringback During Transfer To Agent....................................................................................100
Configuring Auto Answer on Agent Phones.......................................................................................101
Outbound Option Software Installation Steps.........................................................................................101
Creating the Outbound Option Private Database..............................................................................101
Upgrading an Outbound Option Database from a Previous Release................................................103
Installing the Dialer Component.........................................................................................................103
Dialer Post-Install Registry Configuration..........................................................................................104
Modifying JTAPI for Calls to Invalid Numbers....................................................................................105
Installing the MR PG..........................................................................................................................105
Installing the Cisco CTI Controls............................................................................................................106
Outbound Option Integration with CTI OS.........................................................................................106
Setting Up Outbound Option in Cisco Desktop Administrator................................................................107
Outbound Option Enterprise Data.....................................................................................................107
Verification..............................................................................................................................................109
Check the Dialer Component Status Bar...........................................................................................109
Verify the Critical Configuration Steps...............................................................................................111
Verify the Unified CM Connectivity....................................................................................................111
Verify the Dialer Port Map Configuration............................................................................................113
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Verify the Database Configuration.....................................................................................................114
Verify the Router Registry Key...........................................................................................................115
6. Configuring Campaigns and Imports......................................................................................................117
Overview of the Outbound Option Configuration Process......................................................................118
Understanding Dialing Modes................................................................................................................119
Predictive Dialing...............................................................................................................................119
Preview Dialing..................................................................................................................................119
Progressive Dialing............................................................................................................................120
Configuration Process Task Maps..........................................................................................................120
Agent Campaign Tasks......................................................................................................................120
Transfer to IVR Campaign Tasks........................................................................................................121
Creating Dialed Numbers.......................................................................................................................122
Creating an Import Rule.........................................................................................................................123
Import Rule General Tab Page..........................................................................................................124
Import Rule Definition Tab Page........................................................................................................125
Import Rule Schedule Tab Page........................................................................................................126
Creating a Query Rule............................................................................................................................127
Creating a Campaign..............................................................................................................................128
Campaign General Tab Page.............................................................................................................129
Campaign Purpose Tab Page............................................................................................................132
Query Rule Selection Tab Page.........................................................................................................134
Skill Group Selection Tab Page..........................................................................................................134
Call Target Tab Page..........................................................................................................................136
Notes on Editing a Campaign in Progress..............................................................................................137
Creating a Call Type...............................................................................................................................137
Setting Up the Reservation Script..........................................................................................................137
Configure a Transfer to IVR Script..........................................................................................................138
Setting Up the Administrative Script.......................................................................................................141
Sample Administrative Scripts................................................................................................................144
Administrative Script 1: TimeBasedControl........................................................................................144
Administrative Script 2: ServiceLevelControl.....................................................................................145
Mapping Scripts and Call Types and Dialed Numbers...........................................................................146
Single Dialer Options (SCCP Dialer Only)..............................................................................................146
Configuring a Translation Route for Use with SIP Dialer........................................................................148
Configuring Outbound Option Multi-Tenant Customer Instances...........................................................149
Using the ConfigLimit Tool to Change Multi-Tenant Parameter Limits...............................................149
Configuring SIP Dialer Recording Parameters.......................................................................................150
Verifying the DN/Script Selector Configuration.......................................................................................151
How to Verify DN/Script Selector Configuration.................................................................................151
Verifying Your Campaign Configuration..................................................................................................151
7. Administrative/Supervisory Tasks............................................................................................................153
Reading Reports....................................................................................................................................153
Outbound Option Reports..................................................................................................................153
Working with Agents...............................................................................................................................157
Adding Agents...................................................................................................................................157
Dedicating a Particular Agent to Only Perform Outbound Activity.....................................................158
What Happens if an Agent Does Not Accept or Refuse a Contact during a Certain Time Period while
in Preview Mode?..............................................................................................................................158
Agent Re-skilling................................................................................................................................158
Working with Imports..............................................................................................................................158
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Running Imports................................................................................................................................159
Creating a Do Not Call List................................................................................................................159
Adding Attributes to a Contact List....................................................................................................160
Running and Managing Effective Campaigns.........................................................................................161
Running a Single Campaign Versus Multiple Campaigns..................................................................161
Getting Results for Individual Customers...........................................................................................161
Changing the Maximum Number of Attempts in a Campaign............................................................162
Managing Predictive Campaigns.......................................................................................................162
Managing Agent Idle Time.................................................................................................................164
Ensuring Adherence to FCC/FTC/UK Ofcom Requirements.................................................................166
United States Considerations............................................................................................................167
United Kingdom Considerations........................................................................................................168
Monitoring SIP Dialer Voice Gateway Capacity......................................................................................169
Using the Regional Prefix Update Tool (RPUT)......................................................................................169
Appendix A. Registry Settings....................................................................................................................171
Campaign Manager Registry Settings....................................................................................................171
Dialer Registry Settings..........................................................................................................................175
Appendix B. Long Distance Digit Prefix Logic.............................................................................................183
How Imported Numbers Are Transformed..............................................................................................183
Dialer Configuration Fields and Registry Settings..................................................................................185
Appendix C. Dialer_Detail Table..................................................................................................................187
About the Dialer_Detail Table.................................................................................................................187
Advantages........................................................................................................................................187
Data Flow...........................................................................................................................................188
Fault Tolerance...................................................................................................................................188
Dialer_Detail Table Database Fields and Descriptions...........................................................................188
CallResult Codes and Values............................................................................................................188
CallStatusZone Values.......................................................................................................................189
DialingMode Values...........................................................................................................................190
CallResults Table...............................................................................................................................191
Appendix D. Termination_Call_Detail Table.................................................................................................193
Peripheral Call Types..............................................................................................................................193
Mapping of Release 8.x to Release 6.0(0) and Earlier Peripheral Call Types...................................193
Call Disposition Values Used in the Termination_Call_Detail Table...................................................194
CED Column Values..........................................................................................................................194
TCD Column Descriptions......................................................................................................................195
Reservation Calls...............................................................................................................................195
Customer Calls..................................................................................................................................196
Transfer to IVR TCD Records.................................................................................................................197
Initial Customer Call on Unified CM PIM Transferred to Route Point.................................................198
Transferred Customer Call on Unified CM PIM Redirected to IVR....................................................199
IVR Playing a Message on VRU Pim to a Customer.........................................................................199
Appendix E. Dialing List Table.....................................................................................................................201
Dialing List Table Columns.....................................................................................................................201
Appendix F. Scheduling Contacts Between Customers and Specific Agents.............................................203
Personal Callback List............................................................................................................................203
Appendix G. CTI OS Outbound Option ECC Variable Settings...................................................................205
ECC Variables for Outbound Call Centers..............................................................................................205
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ECC Variables in Mixed Inbound and Outbound Call Centers...............................................................206
Appendix H. Mapping of PSTN Cause Codes to SIP Events .....................................................................207
PSTN Cause Codes and SIP Events.....................................................................................................207
Index ...........................................................................................................................................................211
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List of Figures
Figure 1: Outbound Option Component Relationships ...................................................................................................13
Figure 2: Outbound Option Network Component Relationship (SIP Dialer) .................................................................31
Figure 3: Diagram of Outbound Option network component relationship (SCCP Dialer).............................................32
Figure 4: Agent-Based Campaign Call Flow...................................................................................................................36
Figure 5: IVR-Based Campaign Call Flow......................................................................................................................37
Figure 6: Transfer to Agent Call Flow - SIP Dialer with SIP Proxy ...............................................................................38
Figure 7: Transfer to IVR Call Flow - SIP Dialer with SIP Proxy..................................................................................39
Figure 8: Transfer to Agent - SIP Dialer with no SIP Proxy ...........................................................................................40
Figure 9: Personal Callback Reserv ation Script..............................................................................................................66
Figure 10: Scheduling Script ...........................................................................................................................................68
Figure 11: SIP Security Profile........................................................................................................................................71
Figure 12: Create a new SIP trunk...................................................................................................................................71
Figure 13: Add Normalization Script ..............................................................................................................................72
Figure 14: Associate Script with Trunk...........................................................................................................................72
Figure 15: SIP Dialer Dialer Component Status Bar.......................................................................................................83
Figure 16: Personal Callback Reserv ation Script............................................................................................................99
Figure 17: Dialer Component Status Bar.......................................................................................................................109
Figure 18: Sample Routing Script .................................................................................................................................138
Figure 19: Sample CVP routing script...........................................................................................................................139
Figure 20: System IPCC Example.................................................................................................................................140
Figure 21: Exanoke BAResponse If Node.....................................................................................................................141
Figure 22: Sample Administrative Script.......................................................................................................................142
Figure 23: TimeBasedControl Script.............................................................................................................................144
Figure 24: ServiceLevelControl Script..........................................................................................................................145
Figure 25: How Imported Numbers Are Transformed...................................................................................................184
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Preface
Purpose
This manual provides conceptual, installation, and configuration information about the Cisco
Unified Contact Center Enterprise (Unified CCE) 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 8.x(y) available in addition to this manual in order to successfully complete
the Outbound Option installation. See http://www.cisco.com/web/psa/products/index.html
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 xperts,
e
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.
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Preface
Organization
• Sales – A secondary audience, interested primarily in conceptual information.
Organization
The following table describes the information contained in each chapter of this guide.
Chapter
Description
Chapter 1, "Outbound Business Concepts (page
7)"
Provides a high-level overview of Outbound Option and its
components.
Intended Audience: all audiences
Chapter 2, "Architectural Overview (page 29)"
Intended Audience: System
Administrators/Administrators
Chapter 3, "Installing Outbound Option Preliminary Steps (page 51)"
Provides a high-level overview of Unified CCE software, Outbound
Option component relationships, scripting, and fault recovery.
Provides prerequisite information users need to know before
installing Outbound Option.
Intended Audience: System Administrators
Chapter 4, "Installing Outbound Option: SIP Dialer Provides all the information users need to install Outbound Option
(page 51)"
with a SIP Dialer.
Intended Audience: System Administrators
Chapter 5, "Installing Outbound Option: SCCP
Dialer (page 87)"
Provides all the information users need to install Outbound Option
with an SCCP Dialer.
Intended Audience: System Administrators
Chapter 6, "Configuring Campaigns and Imports Provides all the information users need to configure Outbound
(page 117)"
Option.
Intended Audience: Administrators
Chapter 7, "Administrative/Supervisory Tasks (page Provides information on reading reports, agent desktops, adding
153)"
and reskilling agents, running imports, and running and managing
effective campaigns,
Intended Audience: Administrators/Supervisors
who may or may not have administrative
permission
Appendix A, "Registry Settings (page 171)"
Contains information about registry settings for Outbound Option
server processes.
Appendix B, "Long Distance Digit Prefix Logic
(page 183)"
Provides information about outbound call routing.
Appendix C, "Dialer_Detail Table (page 187)"
Provides information on the Dialer_Detail table, an historical table
that was incorporated into the IPCC database in Release 7.2(1). Its
purpose is to allow detailed dialer records to be written to the Logger
databases and replicated to each HDS database.
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 8.0(1)
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Preface
Related Documentation
Chapter
Description
Appendix D, "Termination_Call_Detail Table (page Describes the PeripheralCallType and CallDisposition column values
193)"
used in the Termination_Call_Detail table. It also provides the CED
column values for Outbound Option reservation or personal callback
calls.
Appendix E, "Dialing List Table (page 201)"
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 F, "Scheduling Contacts Between
Customers and Specific Agents (page 203)"
Documents all the columns in the personal callback table.
Appendix G, "CTI OS Outbound Option ECC
Variable Settings (page 205)"
Contains a sample .REGfile, which creates the applicable Outbound
Option ECC registry entries for CTI OS.
Related Documentation
Documentation for Cisco Unified ICM/Contact Center Enterprise & Hosted, as well as related
documentation, is accessible from Cisco.com at: http://www.cisco.com/cisco/web/psa/
default.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 Unified
IP IVR, Cisco Unified Intelligence Center. The following list provides more information.
• For documentation for the Cisco Unified Contact Center products mentioned above, go to
http://www.cisco.com/cisco/web/psa/default.html, click Voice and Unified
Communications, then click Customer Collaboration, and then clickCisco Unified Contact
Center Products or Cisco Unified Voice Self-Service Products, then click the product or
option you are interested in.
• For troubleshooting tips for the Cisco Unified Contact Center Products mentioned above, go
to http://docwiki.cisco.com/wiki/Category:Troubleshooting, and then click the product
or option you are interested in.
• Documentation for Cisco Unified Communications Manager is accessible from: http://
www.cisco.com/cisco/web/psa/default.html.
• Technical Support documentation and tools are accessible from: http://www.cisco.com/en/
US/support/index.html.
• The Product Alert tool is accessible from (login required): http://www.cisco.com/cgi-bin/
Support/FieldNoticeTool/field-notice.
• For information about the Cisco software support methodology, see Software Release and
Support Methodology: ICM/IPCC available at (login required): http://www.cisco.com/en/
US/partner/products/sw/custcosw/ps1844/prod_bulletins_list.html.
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Preface
Product Naming Conventions
• For a detailed list of language localizations, see the Cisco Unified ICM/Contact Center
Product and System Localization Matrix available at the bottom of the following page: http:/
/www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_reference_list.html.
Product Naming Conventions
In this release, the product names listed in the table below have changed. The New Name (long
version) is reserved for the first instance of that product name and in all headings. The New
Name (short version) is used for subsequent instances of the product name.
Note: This document uses the naming conventions provided in each GUI, which means that in
some cases the old product name is in use.
Old Product Name
New Name (long version)
New Name (short version)
Cisco IPCC Enterprise Edition
Cisco Unified Contact Center
Enterprise
Unified CCE
Cisco IPCC Hosted Edition
Cisco Unified Contact Center Hosted Unified CCH
Cisco Intelligent Contact Management Cisco Unified Intelligent Contact
(ICM) Enterprise Edition
Management Enterprise
Unified ICME
Cisco Intelligent Contact Management Cisco Unified Intelligent Contact
(ICM) Hosted Edition
Management Hosted
Unified ICMH
Cisco Call Manager/Cisco Unified Call Cisco Unified Communications
Manager
Manager
Unified CM
Conventions
This manual uses the following conventions:
Convention
Description
boldface font
Boldface font is used to indicate commands, such as user
entries, keys, buttons, and folder and submenu names. For
example:
• Choose Edit > Find.
• Click Finish.
italic font
Italic font is used to indicate the following:
• To introduce a new term; for example: A skill group is a
collection of agents who share similar skills
• For emphasis; for example: Do not use the numerical naming
convention
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 8.0(1)
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Preface
Obtaining Documentation and Submitting a Service Request
Convention
Description
• A syntax value that the user must replace; for example: IF
(condition, true-value, false-value)
• A book title; for example: Refer to the Cisco CRS
Installation Guide
window font
Window font, such as Courier, is used for the following:
• Text as it appears in code or that the window displays; for
example: <html><title>Cisco Systems,Inc. </
title></html>
• Navigational text when selecting menu options; for example:
ICM Configuration Manager > Tools> Explorer
Tools > Agent Explorer
< >
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 about 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 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 an email message to the following
address:
[email protected] (mailto:[email protected])
We appreciate your comments.
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 8.0(1)
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Preface
Documentation Feedback
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 8.0(1)
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Chapter 1
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 16
Campaigns, page 17
Campaign Skill Groups, page 24
What Time Is It? Customer Time Versus System Time, page 26
Call Progress Analysis (Answering Machine Detection), page 27
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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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,formerly
known as "IPCC Enterprise"). 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 (Unified CCE) 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)
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• Outbound ECC variables support in Siebel 7.5.3 and 7.7 (page 12)
About the Cisco Unified CCE 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 Unified CCE include intelligent call
routing, ACD functionality, network-to-desktop computer telephony integration (CTI), IVR
integration, call queueing, and consolidated reporting.
With Unified CCE integration, customer calls are placed using the Cisco Voice Gateway, using
the Cisco Unified Communications Manager for call control.
Outbound Option on Unified CCE provides a native multi-site outbound dialing solution.
About Campaign Management
Outbound Option supports advanced list management, which provides for the following features:
• 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.
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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 7,
"Administrative/Supervisory Tasks (page 153)," 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 personal
a
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 27)" section for more
details.
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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 Unified CCE 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 158)" section in Chapter 7, "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.
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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 (page128)" section in Chapter 6, "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 Unified Contact Center Hosted
Outbound Option support on Cisco Unified Contact Center Hosted (Unified CCH) 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 Unified CCH 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.
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Figure 1: Outbound Option Component Relationships
Note: Items outlined in blue in Figure 1 indicate they are configured by the user.
Table 1: Relationships Between Outbound Option Component Concepts
Concept
Description
Import
Defines when and how Outbound Option reads in a user-generated list of customers to
call and customers who should not be called.
Note: See the "Imports (page 15)" section for more details.
Query Rule
Set of criteria for selecting customer contacts from a customer list.
Note: See the "Query Rules (page 16)" section for more details.
Campaign
Defines the collection of query rule-generated dialing lists associated with agent skill
groups, and maps the contacts to a call with the agent skill groups.
Users create the agent skill groups and associate them with one or more dialing lists by
assigning them to a campaign.
With Outbound Option, you can configure an agent-based campaign or a transfer to IVR
campaign:
• Agent-based campaign: This type of campaign uses an outbound mode that causes the
Dialer to transfer every customer call associated with a specific skill group to an agent.
• Transfer to IVR campaign: This type of campaign uses an outbound mode that causes
the Dialer to transfer every customer call associated with aTransfer to IVR Campaign
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 IVR.
Note: See the "Campaigns (page 17)" section for more details.
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Concept
Description
Skill Group
Defines a selection of agents to be used in a campaign. Each skill group can only have
one campaign assignment, but a campaign can service multiple skill groups.
Outbound agents are tied to the campaign by their skill group association. Agents might
belong to multiple skill groups and thus be part of multiple campaigns.
The campaign associates dialing lists with specific skill groups, but the campaign cannot
associate a specific dialing list to a specific skill group unless there is only one dialing
list and one skill group in the campaign.
Note: See the "Campaign Skill Groups (page 24)" section for more details.
Agent Peripheral
Gateway(PG)
A collection of agents and skill groups that are bound to a specific Cisco Unified
Communications Manager (Unified CM). The Dialer is bound to serve the group of agents
in a specific call center site. (For experienced Unified CCE users, this document uses the
term agent controller as another way to convey agent peripheral.)
Note: See the "Agent PG (page 41)" section in Chapter 2, "Architectural Overview," for
more details.
Dialer
An Outbound Option component that places Outbound Option calls. It is associated with
the agent peripheral at a call center site. Outbound Option sends calls to a dialer based
on the campaign skill group relationship for the agent controller at that site. The Dialer
monitors campaign skill groups and is mapped to an agent peripheral.
Note: See the "About Outbound Option Dialer Component (page34)" section in Chapter
2, "Architectural Overview," for more details.
Customer List
List of contact information that you provide during import.
Contact List
An internal table, to which an import applies a query rule to determine which records to
insert in the dialing list. There is one Contact List for each import.
Note: See the "Contact List Imports (page 15)" section for more details.
Dialing List
The list of customer contacts that Outbound Option dials to make outbound calls. There
is one dialing list for each campaign query rule.
Each campaign query rule combination results in a unique dialing list.
Only one dialing list will be active at a time for a particular campaign.Whenever a dialing
list is active, it will be distributed to all skill groups in the campaign. A specific dialing
list cannot be mapped to a specific skill group in a campaign.
Note: See the "Dialing List (page 162)" section in Chapter 7, "Administrative/Supervisory
Tasks," for more details.
Using some of the terms listed above, the following example demonstrates what happens during
an Outbound Option import:
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Imports
1. Outbound Option imports the user's customer list into an internal table of customer contacts.
2. While the import process continues, data is selected from the customer contact into dialing
a dialing list using a query rule filter.
3. Outbound Option reads in records from the dialing list for the campaign, and sends records
to dial to dialers co-located on peripherals where associated skill groups are configured.
Note: See the "Creating a Campaign (page128)" section in Chapter 6, "Configuring Campaigns
and Imports," for details on the sequence of events that occur during a campaign creation.
Imports
You can import a list of customer contact information and a list of customers who should not
be called. You can configure Outbound Option to import both types of lists either by continuously
polling or at scheduled intervals. You can also specify that imported lists should replace xeisting
lists or be appended to them.
Do Not Call List Imports
United States federal law requires telephone solicitors to maintain do not call lists. A Do Not
Call (DNC) list ensures that those customers who request not to be contacted will not be contacted
regardless of the calling list imported into the system.
The Do Not Call list is a list of numbers that have been identified as off-limits for outbound
calling. This list may include numbers from the federal DNC list, as well as numbers from
customers who have specifically requested not to be contacted. Entries in the Do Not Call list
will not be dialed even though they are included in a contact list. The DNC list is shared across
all campaigns, and only contains phone numbers. The campaign validates that a number in the
dialing list is not in the Do Not Call list before sending it to a Dialer, which the solution checks
at the last minute before actually placing the call. You can update a Do Not Call list while a
campaign is running, which will immediately take effect on records that have not been sent to
a Dialer. Records already sent from the Campaign Manager to the Dialer will not be affected,
as those records are beyond the Campaign Manager's control.
Do Not Call imports are validated for improper formatting and field lengths during the import
process. Invalid records are flagged and written to an error file.
See Also
See the "Creating a Do Not Call List (page 159)" section in Chapter 7,
"Administrative/Supervisory Tasks."
Contact List Imports
The contact list import reads in a user-generated text file of customer contacts and associated
phone numbers and places it in an internal contact table. Like Do Not Call imports, there is a
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Query Rules
validation step where improperly formatted records areflagged and written to an error file. The
error files are written to the \icm\<instance>\la\logfiles directory on LoggerA. The name of the
files are based on the name of the Target Table Name and the date/time the import occurred.
Phone numbers without prefix matches are not placed in a file.
You can add additional business-specific attributes to the contact list import file before the
import occurs. This allows for segmentation of the campaign using a query rule. In this way, a
single import can contain records for multiple dialing lists for the same campaign; however, do
not include the campaign customer contacts in multiple dialing lists because this might dial the
same customer twice.
Note: See the "Adding Attributes to a Contact List (page 160)" section in Chapter 7,
"Administrative/Supervisory Tasks," for more details.
The U.S. area code mappings are provided along with the product. International customers must
provide their own data and add it to the database.
During the contact list import process, time zone and daylight sa
ving time information is assigned
to each contact. This is done by matching phone numbers to region prefix strings. If any of the
phone numbers for a contact does not match a configured region prefix, it will use the default
time zone data configured for the campaign.
Import Rule Reporting
The same import rule reports are used for Do Not Call and Contact List imports. The reports
display an historical view of when imports were done, the number of records imported, and the
number of records that were considered invalid due to length constraints or improper formatting.
For contact list imports, the reports also provide insight into the number of contacts that were
assigned with the default time zone information for the campaign, as well as the number of
contacts that were actually imported into the dialing list after the query rule and formatalidation
v
was performed.
See Also
See Chapter 7, "Administrative/Supervisory Tasks (page 153)," for detailed information about
Outbound Option reports.
Query Rules
The query rule determines which customer contacts to use from the import for a campaign.You
can associate multiple query rules with a campaign; therefore, you can use them to segment a
campaign by query rule for prioritization or other logical groupings. For example, if your
campaign requires dialing customers between the hours of 9:00AM and 11:00AM, you could
set up a query rule to only dial during those times, then configure the campaign to switch to
another query rule after that time when the sequence has ended.
When dialing, only one query rule is active at any time for each campaign.
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Campaigns
You can change query rules based on different conditions, including configured time limit, or
a number of records attempted (referred to as penetration), time of day
, or current hit rate across
the query rule. The query rule will also automatically switch to another available query rule if
it runs out of numbers that are ready to be dialed now.
Campaigns
A campaign is made up of one or more query rule-generated dialing lists and one or more
campaign skill groups. Outbound Option reads in contacts from the dialing list associated with
the active query rule for the campaign, and directs dialers to place calls to customers.
The Dialer
then directs contacted customers to agents (agent campaigns (page 20)) or IVRs (unassisted
tranfser to IVR campaigns (page 22)) in the campaign skill group for applicable customer
treatment.
You can create or modify campaigns using the Outbound Option Campaign component, where
you define or modify the settings that apply to a campaign.You can also add or delete a campaign
using the Campaign component.
You can define two types of campaigns, agent-based and transfer to IVR; however, only one
campaign type can be configured per campaign.
Note: See the "Creating a Campaign (page128)" section in Chapter 6, "Configuring Campaigns
and Imports," for more details.
Dialing Modes
Outbound Option supports the following dialing modes:
• Preview: Agent previews the contact information on the desktop before deciding whether
this contact should be dialed or not, then the agent can decide to skip to the next contact.
Once the agent accepts a contact, the call is placed by the Dialer so that the agent gets the
benefit of Call Progress Analysis (CPA), but the agent does not hear the ringing.
Note: Agents cannot place calls from their desktop (phone); only the Dialer can place calls.
During a personal callback, the Dialer places the call and the assigned agent recei
ves a screen
pop on their desktop before the number is dialed, so the agent can decide if the call can be
placed at that time.
In Preview mode, if the call is skipped or rejected by the agent, the record is marked "R" for
retry and is sent to another agent based on the No answer setting in the Campaign
configuration. For example, if the No answer parameter is two hours, then the skipped or
rejected record is presented to another agent after two hours.
Note: The Preview and Direct Preview dialing modes only apply to agent campaigns as they
require agent interaction, and only dial one line per agent.
• Direct Preview: Direct Preview is similar to the Preview mode, except that the call is placed
from the agent’s phone once the agent accepts. This dialing mode also avoids the possibility
of abandoning calls and answering machine detection af lse positives. After initiating the call,
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the agent hears the ringing so that there is no delay when the customer answers, ut
b the agent
has to deal with answering machines and other results that the dialer’s CPA would normally
handle while in other dialing modes.
• Progressive: The campaign is configured to dial a specific number of lines per agent (not
based on expected hit rate, which is the percentage of customers that have been successfully
contacted); therefore, if you configure the campaign to dial two lines per agent, when an
agent is available the dialer will dial two contacts at the same time expecting only one of
them to answer.
Note: The Progressive and Predictive dialing modes apply to agent campaigns as well as
unattended transfer to IVR campaigns. Progressive and Predictive dialing modes are focused
on keeping the agent/IVR resources busy. Also, agents cannot preview the contact information
on their desktops using these dialing modes.
• Predictive: The dialer adjusts the number of customers to dial per available agent (or IVR
port for a transfer to IVR campaign).
As in Progressive mode, when multiple customers answer the calls placed for a single agent,
secondary answers could be transferred to another associated agent in the campaign, or sent
to the configured IVR for abandon treatment and possible queuing if no agents are available.
If no agents or IVR is available, the call will be dropped without treatment.
A Predictive dialer is designed to increase agent utilization in a call center. To increase the
chances of reaching a customer, a Predictive dialer dials several phone lines per available
agent. The goal is to dial enough lines to keep the agents busy while not exceeding the
configured maximum abandoned call rate.An abandoned call occurs when a customer answers
the phone, but no agent is available to talk to them. In some cases, the abandoned call rate
is limited by government regulations (typically, less than 3% for telemarketing calls). In
Predictive mode, the dialer increases the number of lines used per agent until the Abandon
Rate is close to the preconfigured maximum Abandon Rate. At this point, the dialer stabilizes
the Lines Per Agent to keep the Abandon Rate below the preconfigured maximum. If the
Abandon Rate goes above the maximum, the dialer will lower the Lines Per Agent.
If the hit rate spikes upward very sharply during the campaign, it can cause the Abandon
Rate to exceed the daily Abandon Rate target. An example would be the hit rate changing
from 10% to 30% in a few minutes. It is very diffcult for the Predicitve dialer to cope with
hit rate changes of this magnitude and still keep the Abandon Rate under the daily Abandon
Rate target.
Note: As there is a wide variation in how long each phone call lasts, this mode determines
the proper number of customers to call for each agent gi
ven the current hit rate and configured
abandon limit.
In Predictive and Progressive mode, agents that are reserved remain reserved until there is a
successful live call. They are not immediately released if a live call is not available. On campaign
completion (that is, if the dialing list for the campaign runs out of records), agents who remain
reserved are released. The same action occurs if the skill group mode is switched to "Inbound."
In Predictive or Progressive mode, agents are released when the following conditions occur:
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• A successful live call was transferred to the agent (the reservation call will be dropped).
• There are no more records in the Contact List for the campaign that the agent is working on.
• The agent’s skill group mode changes from Predictive/Progressive mode to Inbound mode.
Once the reservation call is dropped, the agent goes into wrap-up or available mode depending
on the Unified CCE Agent Desk Setting configuration.
In Preview mode, each preview call is associated with the agent who accepted the call. In this
mode, agents are released when the following conditions occur:
• The agent rejected the preview call (if the agent decides to skip the call, that agent remains
reserved).
• A successful live call was transferred to the agent (the reservation call will be dropped).
• The contact number was busy, was not answered, or an answering machine was detected and
answering machine detection was enabled.
• The outbound call could not be successfully transferred to the agent (this might be due to
any failure on the switch or to an Unified CCE software problem).
Once the reservation call is dropped, the agent might go into wrap-up mode (after call work),
if the agent is a manualIN agent. (The Outbound Option dialer does not automatically set the
agent to ready mode.)
As soon as an agent goes into the Ready state, that agent might receive another call if there are
more records.
Masking Caller ID by Campaign
Outbound Option allows you to configure up to 15 prefix digits for dialed numbers in a campaign.
If you configure a prefix, it will be inserted before the Dial prefix for all numbers dialed in a
campaign.
In Outbound Option deployments that use the SCCP Dialer, this prefix allows an administrator
to create campaign-specific Unified CM translation patterns, which you can use to tailor the
ANI seen by a customer by campaign. For example, all customers dialed from CampaignA 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." The prefix digits are always prepended to the beginning of the
number, so that they can easily be stripped using translation patterns.
Note: This translation pattern function is not applicable for the SIP Dialer. In a SIP Dialer
deployment, the SIP Dialer uses the SIP message to make outbound calls directly to the gateway.
The SIP interface allows the SIP Dialer to set the ANI directly.
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Agent Campaigns
In an agent campaign, Outbound Option dials customers and transfers them to agents in tar
geted
skill groups. The dialer monitors for available agents. When the Dialer sees that an agent is
available, the PG places a virtual reservation call to the agent so that the contact center knows
that this agent is reserved. The physical phone does not actually ring, but the agent desktop is
updated with the data so that the desktop believes that there is a call in progress. Once the agent
is reserved, the dialer places outbound calls to customer contacts using the dialing mode that
was set for the campaign skill group. Once the dialer identi
fies a customer, the call is transferred
to the agent. The agent is expected to stay on the reservation call until a customer call is reached
to avoid the possibility of abandoned calls. Once a customer call is reached, the agent must
disconnect the reservation call from the agent desktop.
The agent still has the opportunity to mark the call as a wrong number, wrong party, or to
schedule a callback for later which would not close this record out. If more than one line was
dialed for the agent, and more than one of those calls are answered by customers, the first call
will be assigned to the agent.Then the dialer needs to decide what to do with the second answered
call. If another agent is reserved in the campaign, it will be transferred there. Otherwise, the
call will be transferred to the IVR(s) configured in the Abandon to IVR setting for the campaign
skill group. If no IVR was configured, then the call is dropped with no treatment. It is strongly
recommended that the Abandon to IVR setting be set up to avoid dialer abandons. Once calls
are sent to the IVR, prompts can be played, data collected, and the customer can be redirected
to a properly skilled agent anywhere in the enterprise contact center.
Callbacks
When the system contacts a customer and transfers the call to an agent, the customer has the
option to request being called back at a later date and time. The agent enters the date and time
the customer would like to be called into their agent application, and the call is scheduled for
callback.
Note: The callback number can be different from the number originally dialed.
If an agent is skilled for a predictive campaign and schedules a callback for that campaign, the
callback for that campaign will be handled in Predictive mode as well (callbacks are handled
in the same mode as the campaign type).
Depending on the Outbound Option campaign settings, a callback can be scheduled as a re
gular
callback or a personal callback.
• Regular (page 20) callbacks can be handled by any agent assigned to the campaign, where
the customer is called back using the configured campaign mode.
• Personal (page 21) callbacks allow the customer to receive a callback from the agent they
spoke to when they were first contacted, and the customer is called back using a similar mode
to the Preview dialing mode.
Callbacks on personal callbacks are handled in the associated campaign mode.
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About Regular Callbacks
Regular callbacks can be handled by any agent assigned to the campaign.
The callback time is not constrained by the campaign dialing times. CallbackTimeLimit (15
minutes by default and configurable in the registry) determines the time range when the callback
can occur.
The callback time will be rescheduled for a later time if the dialer is unable to reach the customer
because of a busy signal or ring no answer, for example.
The CallbackTime limit might be exceeded if no agents are available. If the CallbackTimeLimit
has been exceeded and RescheduleCallback (1 by default and configurable in the registry) is
enabled, the record returns to the Pending state at TimeToResetDailyStats (00:30 by default
and configurable in the registry).
About Personal Callbacks
The Outbound Option personal callback feature allows scheduling customer callbacks for
specific agents, so that customers receive callbacks from the same agent who spoke with them
initially.
This feature is very similar to Preview mode in that an agent reservation occurs first. When the
agent is reserved they can either accept the customer call or reject it. (The Skip option is not
available.) Clicking Close sets the BAResponse variable to indicate a close operation, which
closes out the record so that it is not dialed again.
Note: Personal callbacks are not dependent on a particular campaign, and do not require a
campaign to be running when the call is placed.This allows personal callbacks to work together
with active campaigns containing either predictive or preview skill groups. Agents scheduled
for a personal callback can be logged in to any inbound, outbound, or blended skill group at the
time of the callback. The callback agent must be logged in with the same agent ID that w
as used
to schedule the callback. Be aware that only one dialer on a particular peripheral is assigned
personal callback records.
The following actions can take place during a personal callback:
• If the specified agent is not logged in at the designated callback time, but then logs in within
the callback time period, Outbound Option reserves the agent and places the callback.
• If the specified agent is on an existing call and is unavailable during the entire callback time
period, the personal callback fails and the call is rescheduled or abandoned based on the
configuration setup.
• If the customer cannot be reached during the specified callback time, the call is rescheduled
or abandoned based on the configuration setup until the specified maximum number of
attempts has been exhausted.
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Campaigns
• If the Outbound Option dialer detects an answering machine response during a personal
callback, the call is still transferred to the scheduled agent. This allows the agent to leave a
message and/or reschedule the callback for another convenient time.
• If the required agent is not available, the callback will take one of the following configured
actions:
– Another agent is reserved for the callback using the dialed number of the associated
campaign skill group.
– The callback is rescheduled for the same time on the following day.
– The callback is abandoned.
Note: Customer records can be inserted directly into the Personal Callback List to support
scheduling calls between agents and customers for a specific date and time, but it requires special
integration with third-party applications to import these records. See Appendix F, "Scheduling
Contacts Between Customers and Specific Agents (page 203)," for detailed information.
Transfer to IVR Campaigns
A transfer to IVR campaign, also known as an unattended or unassisted campaign, can send
both live customer and answering machine calls to IVRs for customer treatment.This customer
treatment can include playing prompts, collecting data from the customer, and redirecting the
call to applicable agents anywhere in the contact center enterprise.
The configuration allocates the maximum number of IVR ports that you want to use for transfer
to IVR campaigns, and it will attempt to keep them all busy within the dialing constraints.
Either Progressive or Predictive modes can be used to dial an unattended campaign. You can
play a different prompt for a live customer or answering machine.
Note: You cannot use the transfer to IVR feature in the Direct Preview mode or the regular
Preview modes.
Dialing Order
Outbound Option will initiate contacts for a campaign based on ordering in the imported contact
list. This order is not changed during the import.
Each number for the contact will be dialed once, in the order they are configured (on the Call
Target tab in the Campaign configuration) and imported in the contact list and before any of
the numbers for that contact numbers are retried.
See Chapter 6, "Configuring Campaigns and Imports (page 117)," for more information.
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Campaigns
Sequential Dialing
The sequential dialing feature, accessed through the Campaign CallTarget tab in the Outbound
Option Campaign component, allows you to associate up to ten phone numbers per customer
record. Two time periods for calling the customers, called "zones," can be configured for each
campaign. Each time period (zone) lists which of the ten phone numbers will be called during
that time. A phone number can be configured for either zone or both zones.
Note: Customers are dialed based on the time zone of the first phone configured on this tab.
The time zone is based on the prefix of the phone number and the region prefix configuration.
If two phone numbers imported for the same customer have different time zones, both phones
will be called during times that are valid for the first phone.
Callbacks, Retries, and Pending Contacts—Who Gets Priority?
The contact priority order is as follows:
• Top priority is given to customers who have requested callbacks. This ensures they are called
at the time that the customer requested.
• Retries get second priority. A contact will be marked for retry after all the numbers associated
with the contact have been tried once, and one or more of those numbers had a call result
configured for retry.
• Pending contacts get third priority. A customer record is considered to be pending until all
of its eligible phone numbers have been tried once.
Note: The default priority order can be changed by setting the PendingOverRetryEnabled registry
setting to 1 in the Campaign Manager, so that all numbers and records are tried once before
retries are attempted. See Appendix A, "Registry Settings (page 171)" for detailed information.
Campaign Reporting
The query rule call activity and pending record reports are available as campaign rollups for
multiple query rules within a campaign.
There are also consolidated reports available, which attempt to blend campaign call activity
reporting information with skill group performance reports to give a better overall view of the
business activity. Because it is mixing data from different reporting engines in a single report,
there are a few caveats that are described in the reports themselves. These reports provide a
rough overview of agent activity, average time between calls, abandon rate, etc.
Campaign Query Rule Reporting
There are two general categories of campaign query rule reports:
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Campaign Skill Groups
• One category of reports indicates the number of records closed, in Pending state, and total
records in the query rule’s dialing list.
• A second category of reports provides different views into the call result activity. It breaks
down call results into about a dozen categories.
See Also
Refer to the Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted for detailed
information on campaign query rule reporting.
Transfer to IVR Reporting
The campaign and query rule call activity reports display accurate call activity for calls that are
not transferred to IVR. Calls transferred to IVR will simply be counted as being transferred to
an IVR, but the campaign and query rule activity reports will not display what occurred after
the call was sent to the IVR. If calls are queued and transferred back to an agent, they will be
treated as new inbound calls in the reports.
Call Type Reporting
The call type is an Unified CCE concept that maps a route point dialed number to a routing
script. It is also a very useful reporting object for the enterprise to describe all calls that tra
versed
a specific routing script. The call type mostly applies to inbound traffic in the call center because
the dialer does not use the routing script when placing outbound calls. However, Outbound
Option does use routing scripts to reserve agents and to transfer calls to the IVR, so that it can
provide some insight into how calls are being routed.
See Also
See Chapter 7, "Administrative/Supervisory Tasks (page 153)," for detailed information about
Outbound Option reports.
Campaign Skill Groups
A campaign skill group describes the resource pool for a campaign, and provides the necessary
information for managing the campaign. For larger enterprise deployments with multiple contact
center sites, skill groups are associated with a specific contact center site, which might have
different hours of operation and different IVR equipment. Dialing Mode is a skill group attribute,
so that contact center skill groups can be opened and closed at different times for shared
campaigns using Unified CCE administrative scripts.
The dialer uses campaign skill groups to monitor resource availability. With agent campaigns,
it is looking at the number of available agents. With Transfer to IVR campaigns, the dialer is
looking at the number of calls in queue for the associated campaign skill group to make sure it
has not reached its quota of configured IVR ports.
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Campaign Skill Groups
Each dialer is associated with a peripheral (PG). The dialer monitors skill groups associated
with its own peripheral for resource availability and requests records for campaigns associated
with those skill groups.
The dialer will only place calls on behalf of agents located on its PG.
Note: One campaign could be served by multiple dialers if one or more skill groups from each
peripheral is assigned to the campaign. This allows campaigns to be site-specific or shared
across the enterprise depending on the configuration.
Smaller Skill Groups
Predictive mode campaigns are more efficient when there are more resources (more agents for
an agent campaign; more IVR ports for a transfer to IVR campaign) in a given campaign skill
group. The dialer adjusts its dialing rate based on the number of abandons in a set number of
calls. The more frequently calls are placed, the more often it can adjust the dialing rate. The
dialer has a very difficult time making accurate adjustments frequently enough when there are
less than 10 agents in the campaign.
Blended Campaigns/Skill Groups
Blended campaigns are campaigns in which agents take inbound calls and outbound calls at the
same time. The inbound program can use the same or different skill group as the outbound
campaign skill group. The inbound calls will generally get priority in two ways. First, the
campaign skill group can be configured to utilize a percentage of active agents, reserving the
rest for inbound calls. And secondly, if an inbound customer is in queue, blended agents will
not be reserved for the blended campaign.
An agent on an outbound reservation call will not be interrupted with a routed inbound call.
The agent reservation call is not terminated until the agent does so or the campaign is closed
out for that skill group, or until the dialer times out the reservation. An agent on a reservation
call may be interrupted by an internal call. This will normally result in a dropped reservation
call, and since the dialer is dialing customers for that agent it may also result in abandoned calls
if no agents are available.
Agents Skilled for Multiple Active Campaigns
Agents can be skilled for multiple active campaigns. Because of the way the dialer reserves
agents, this will normally mean that one of the campaigns will win in the race to
find an available
agent when agents become available.
For example, assume you have an agent in three active campaign skill groups. That agent
becomes available in all three skill groups at the same time. The dialer monitoring at the skill
group level for the number of available agents will send up three reservation requests, one for
each associated campaign skill group. In such a case, the request by the first campaign skill
group in the dialer's memory gets priority over the other requests. Over time, this can result in
an imbalance of agents between skill groups
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What Time Is It? Customer Time Versus System Time
A work around for this is to queue reservation calls similar to what is often done for personal
callbacks. This will insure that reservation requests in the second and third campaign skill groups
will be serviced first the next time an agent in that skill group becomes available. In that way,
calls will be evenly distributed across each of the active campaigns when agents are skilled for
more than one of them.
See Also
See Chapter 6, "Configuring Campaigns and Imports (page 117)," for more details.
Campaign Skill Group Reporting
Skill Group reports provide information on agent activity for outbound and inbound agents.
Blended Campaign Skill Group Reporting
If the same skill group is used for both inbound and outbound, then the campaign consolidated
reports will provide a consolidated overview of business activity for both inbound and outbound
calls.
See Also
See Chapter 7, "Administrative/Supervisory Tasks (page 153)," for detailed information about
Outbound Option reports.
What Time Is It? Customer Time Versus System Time
This section helps identify when thecustomer's time zone is used in Outbound Option activities
versus when the system time is used.
Customer Time
When dialing for a campaign, Outbound Option will attempt to dial customers during con
figured
campaign times based on customer time zone. Each campaign has two dialing zones, so that
you can separate out which numbers you want to dial during business hours from the numbers
you want to dial after hours or on weekends.
Note: Since Outbound Option uses area code prefixes to determine the time zone, it might dial
customers using wireless phones or VoIP phones in a different time zone according to the
configured area code/time zone mapping.
Customers in a specific campaign can be distributed across multiple time zones, as long as they
follow the same rules for when daylight saving time changes.
To determine the time zone offset of each contact, the Unified CCE system has a configurable
region prefix database with phone number prefixes, assigned time zone offsets, and whether
or not they observe daylight saving time. The import uses this to associate time zone offsets
with customers, so that when the campaign is searching for records in the active query rule’s
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Call Progress Analysis (Answering Machine Detection)
dialing list it is considering time zone offset when looking at which contacts are applicable to
dial now. But this does not manage when daylight saving time changes from time zone to time
zone. This change is managed at the campaign level, so that campaigns cannot attempt to contact
customers in time zones that observe daylight saving time, but switch over on different calendar
dates.
For example, the United States is comprised of time zone regions that do not observe daylight
saving time, or switch over on the same day. But a campaign that is dialing Houston, Texas and
Mexico City, Mexico might have a problem since these locations would change over to daylight
saving time on different days.
If a contact’s number does not match any of the configured region prefixes, then the campaign’s
default time zone offset will be assigned. If all of the customers are in one time zone, then
configuring the region prefix information is not necessary.
Outbound Option receives its list of daylight saving zones from the Microsoft Operating System.
Make sure that all Outbound Option components as described in Chapter 2, "Architectural
Overview (page 29)," have the same version of the MS OS installed for proper handling of any
new time zones. Also, make sure that the Logger and AW machines have the latest time zone
update for Microsoft Windows operating systems, or at least have the same time zone patches
from Microsoft.
System Time
The system time refers to the time used in scheduled imports. It also refers to the query rule
time of day switching of contact lists, which is based on the time at the Central Controller.
Call Progress Analysis (Answering Machine Detection)
Call Progress Analysis (CPA) uses a combination of call signalling and media stream analysis
to differentiate different types of calls.
• Fax/modem detection looks for specific tones in the media stream.
• Voice detection looks for alternate voice and silence patterns in the media stream after the
call has been connected.
• Answering Machine Detection (AMD) uses media stream analysis to look for a longer voice
stream with minimal silence periods. (An option is available that searches for terminating
tone detection.)
• Operator Intercept relies on call signalling network identification. It does not analyze the
media stream looking for specific tri-tones.
Enable Answering Machine Detection in the Outbound Option Campaign component on a
campaign-by-campaign basis, depending upon the requirements of the campaign or the purpose
of the call.
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Call Progress Analysis (Answering Machine Detection)
Special Information Tones (SIT) and busy tones are detected by the gateway and not by the
dialer. The dialer receives skinny messsages from Unified CM and handles call classficiation
based on them.
The gateway supports SIT detection only on T1 CAS (FXO loopstart signaling) and FXO ports
for calls originated from an SCCP based Unified CM dialer.
Answering machine detection takes into account speech patterns and silence between identified
voice patterns, to differentiate between live voice and answering machine recording and
background noise. There are a few configuration parameters that you can modify in the Outbound
Option Campaign Configuration component to change the amount of silence or the expected
time of greeting depending on the business need. Accuracy levels will depend on various factors,
such as campaign list quality and phone number types called.
See Also
See the "Creating a Campaign (page 128)" section in Chapter 6, "Configuring Campaigns and
Imports," for more information.
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Chapter 2
Architectural Overview
This chapter, intended for system administrators/administrators, provides an overview of the
Outbound Option architecture.
The Outbound Option Dialer component is designed to maximize resources in a contact center
by dialing several customers per agent. After reaching a live contact, the Outbound Option
Dialer component transfers the customer to an agent along with a screen pop to the agent’s
desktop. To optimize use of available agents, the Outbound Option Dialer component calculates
the average amount of time an agent waits to receive a call and the average call handle time per
agent. With this information, the Outbound Option Dialer component calculates the number of
lines to dial so that agent wait time is kept to a minimum.
This chapter contains the following topics:
•
•
•
•
Unified CCE Software Overview, page 29
Outbound Option Software Components, page 30
Outbound Option Scripting, page 48
Fault Recovery, page 49
Unified CCE Software Overview
This section provides a high-level overview of Unified CCE software, which must be
installed/configured before installing Outbound Option.
Note: See Chapters 3-5 for detailed information about installing Unified CCE and Outbound
Option software.
Before installing Unified CCE software, the computers must have the Microsoft Windows
operating system and, for some components, Microsoft SQL Server database management
software installed. Also, ensure that there is enough disk space available on each computer to
install the Unified CCE component.
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Outbound Option Software Components
Refer to the Hardware & System Software Specification (Bill of Materials) for Cisco Unified
ICM/Contact Center Enterprise & Hosted (located on theCisco web site (http://www.cisco.com/
en/US/products/sw/custcosw/ps1001/tsd_products_support_series_home.html)) for details about
operating system and software requirements.
Unified CCE software consists of the following components:
• CallRouter. The component of the Central Controller that makes routing decisions. It gathers
and distributes data from and to remote sites.
• Logger. The component of the Central Controller that controls the central database.
• Administration & Data Server. Known as the Admin Workstation in previous releases,
this is the user interface for Unified CCE software. The Administration & Data Server can
be located at any central or remote site. It allows users to monitor call handling within the
system and make changes to configuration data or routing scripts.
• Peripheral Gateway. The interface between the Unified CCE platform and third-party
hardware in each call center, such as anACD. A Peripheral Gateway (PG) is typically located
at the call center.
Install the Peripheral Gateway from the PG Setup program; install the other components from
the Web Setup program.
Together, the CallRouter and Logger compose the Central Controller and are installed at a
central site. A Peripheral Gateway is typically installed in each call center. Administration &
Data Servers can be installed at a central site, a call center, or at a separate admin site.
Note: If you plan to use Cisco Security Agent, which Cisco highly recommends, you must
always use the default directories when installing any software on a server. You need not choose
the default disk drive if an option is available (for example, C: or D:), but you must use default
directories.
Outbound Option Software Components
This section provides details about the server processes of the Outbound Option application:
• Campaign Manager: Manages lists.
• Outbound Option Import: Reads customer import files and generates database lists.
• Outbound Option Dialer: Maximizes the resources in a contact center by dialing several
customers per agent. This component resides on the PG server, where it does the following:
– Dials customers
– Reserves agents
– Performs call classification
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– Calculates agent availability
– Keeps outbound dialing at a level where the abandon rate is below the maximum allowed
abandon rate
The Outbound Option components comprise the user interface where configuration data can be
entered. This configuration data is used by the Outbound Option server processes to configure
campaigns.
Outbound Option Component Relationships
The following figure shows the component relationships within an Outbound Option deployment
that uses the SIP Dialer. These relationships include the Unified CCE software components that
Outbound Option uses.
Figure 2: Outbound Option Network Component Relationship (SIP Dialer)
The following figure shows the component relationships within an Outbound Option deployment
that uses the SCCP Dialer.
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Figure 3: Diagram of Outbound Option network component relationship (SCCP Dialer)
About the Outbound Option Campaign Manager Component
The Campaign Manager component, which resides on the Logger, is responsible for:
• Managing when a campaign runs.
• Maintaining system and dialer configurations.
• Making decisions about which contact records to retrieve from a campaign based upon
configurable query rules and delivering contact records to dialers.
Records for callbacks are sent to the Dialer only when agents are logged in, and are controlled
by registry values as described in Chapter 6, "Configuring Campaigns and Imports (page
117)."
• Distributing configuration data to the import process and all available dialers in the system.
• Collecting real-time and historical data and sending it to the CallRouter.
• Manages the Do Not Call list and ensures no records on it are sent to the Dialers.
• Performs record queries based on the following order:
– Callback
– Retry Zone1
– Retry Zone2
– Pending Zone1
– Pending Zone1 DST
– Pending Zone2
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– Pending Zone2 DST
Based on this order, the Retry record's priority is higher than Pending record. However, the
Pending record's priority can be set above the Retry record by setting the
"PendingOverRetryEnabled" registry key to 1 (default is 0). If the value is set to 1, the record
query order would be:
– Callback
– Pending Zone1
– Pending Zone1 DST
– Pending Zone2
– Pending Zone2 DST
– Retry Zone1
– Retry Zone2
See Also
See Appendix A, "Registry Settings (page 171)," for detailed information about the
PendingOverRetryEnabled registry setting. Refer to theAdministration Guide for Cisco Unified
ICM/Contact Center Enterprise & Hosted for more information about the ICM Central Controller
.
About the Outbound Option Import Component
The Outbound Option Import component, which resides on the ICM Logger, is responsible for
importing a customer’s contact list that the Outbound Option Dialer component uses to contact
customers. In addition, Import component uses the scheduling configured in the Outbound
Option components to process the imports scheduled for a particular date and time.
The Import component imports a Contact list, which contains the phone numbers Outbound
Option dials.
When the Import component processes an import, the following steps occur:
1. Import a Contact list into a table.
2. Build a dialing list for a campaign.
3. Perform region prefix matching.
Note: Outbound Option can continue to run a campaign while an import is in progress; ho
wever,
some of the campaign’s query rules might be disabled.
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About the Outbound Option Dialer Component
The Outbound Option Dialer component, which resides on the PG server, does the following:
• Dials customers. In a deployment with the SIP Dialer, the Dialer component dials customers
using the voice gateways. In a deployment with the SCCP Dialer, the Dialer component dials
customers using Unified CM.
• Reserves agents via the Media Routing (MR) interface
• Performs call classification
• Calculates agent availability by monitoring campaign skill groups via the CTI Server interface
to the agent PG
• Transfers answered customers calls to reserved agents
SIP Dialer
Unified CCE Release 8.0(1) offers the Session Initiation Protocol (SIP) Dialer alongside the
Skinny Call Control Protocol (SCCP) Dialer that has been the sole Dialer offered in previous
releases of Outbound Option. In an Outbound Option deployment that uses the SIP Dialer,
functions such as dialing, call control, and Call Progress Analysis for Outbound campaigns are
handled by the Voice Gateway, and not by Unified CM. This increases the number of Outbound
agents that a deployment can service on a PG, and reduces the number of PGs and Dialers
customers need to deploy for larger enterprise systems.
The following table summarizes feature differences between the SIP Dialer and the SCCP Dialer:
SIP Dialer
SCCP Dialer
Use the voice gateway dial peers and Cisco Uinfied SIP
Proxy routing policies for outbound call routing
Use the Unified CM routing and dial plans for outbound
call routing
No need to configure Unified CM translation pattern to
Need to configure Unified CM translation pattern to support
support Campaign Automatic Number Identification (ANI) Campaign ANI
Perform CPA at gateway DSP resource
Perform CPA at Unified CM dialer port
CPA supports both G.711 and G.729 codecs
CPA supports only G.711 codec
No need to configure dialer port on Unified CM
Need to configure dialer port on Unified CM
Call Throttling supports 60 CPS per dialer
Call Throttling supports 5 CPS per dialer
Dialer need NOT be in proximity of voice gateway
Dialer needs to be in proximity of voice gateway
Supports 1500 dialer ports
Supports 120 dialer ports
Supports warm standby architecture
Does not support warm standby architecture
Requires one MR PIM for MR PG
Requires two MR PIMs for duplex SCCP Dialers, and one
MR PIM for simplex SCCP Dialer
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SIP Dialer
SCCP Dialer
Only connected outbound calls, which are transferred to
agents or IVR, go through Agent PG and Unified CM
All the outbound calls go through Agent PG and Unified
CM
Dialer Port Allocation
The Dialer component reserves agents when it sees agents have become available. The Dialer
requests skill group statistics from the agent PG every two seconds, and it attempts to reserve
agents based on the number of available agents and the number of dialers active for this PG. If
there are two dialers, each dialer attempts to reserve no more than half of the available agents.
If there is only one agent left, then both dialers will attempt to reserve the agent, but since the
dialers are not synchronized, the first dialer to see the available agent will reserve it. It is not
uncommon for under-utilized dialers to end up with one dialer getting more use than the others
only because one dialer is more likely to see an agent become available. For example, one dialer
ends up getting more agents than the other dialer because both dialers ask every two seconds.
If Dialer 2 always asks about agent availability right after Dialer 1, then Dialer 1 is al
ways ahead
on requesting agents and reserves more agents. Unless the agent becomes available after Dialer
1 asks, Dialer 2 will get less reservations.
Note: Load balancing between dialers increases as they get busier service for larger or multiple
campaigns.
The Dialer component allocates available dialer ports based on need. Campaign skill groups
with more available agents and/or that are dialing more lines per available agent will get a
greater percentage of the available ports. For example, in a two-dialer system, if one campaign
is dialing three lines per agent with six available agents, the Dialer reserves nine ports for dialing,
plus three ports to reserve agents since it is sharing agent resources with its dialer peer
. If multiple
campaigns are active and there is a greater need than ports vaailable, then ports will be distributed
proportional to the lines per agent times the available agents for each campaign.
Each dialer checks agent availability making reservation requests based on skill group statistic
refreshes that occur every two seconds. When skill groups for multiple campaigns are active
for one or more of the same agents, then one campaign will always reserve that agent(s). You
can avoid this situation by scripting the reservation scripts to queue reservation calls using the
same mechanism described for queuing personal callback reservation requests. This resolution
ensures a more even distribution of calls for active campaigns that share a common agent pool.
For example, in the following scenario where there are two campaigns in progress:
• Campaign 1 has four available agents and is dialing two lines per agent, which has a relative
weight of eight (two lines each for four agents).
ve
• Campaign 2 has one available agent, but is dialing at four lines per agent, which has a relati
weight of four (four lines for one agent).
To satisfy dialing customers for all available agents they would need 12 ports, but in this
condition there are only nine ports left.
Therefore, the following happens:
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• Campaign 1 would get 2/3 of the remaining ports, or six of the remaining ports.
• Campaign 2 would get 1/3 of the remaining ports, or three of the remaining ports.
• The Dialer will begin dialing with the ports it has, and will assign newly available ports to
the campaigns once new ports become available.
Port Allocations for Campaign Modes
Preview, Predictive, and Progressive campaigns require at least two ports to place any calls
because they require at least one port to reserve the agent and one port to dial the customer.
Because campaigns are shared across active dialers that service a PG, this maximum number
of active campaigns applies to the PG.
Transfer to IVR and Direct Preview calls only require one port. Transfer to IVR calls do not
reserve the IVR port before dialing, and Direct Preview calls use the agent's phone to place the
call.
Outbound Option Dialer Process Flow
The following figure displays a call flow for an agent-based campaign in an SCCP Dialer
deployment.
Figure 4: Agent-Based Campaign Call Flow
1. The Dialer process continually monitors peripheral skill group statistics from the CTI
Server for an available agent. Concurrently, the Campaign Manager monitors the database
for customer records and forwards active records to the Dialer. When the Dialer identifies
an available agent for use in an outbound campaign, it sends a route request to the MR
PIM.
2. The MR PIM forwards the route request to the Router.
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3. The Unified CCE Router executes a routing script, selects an available agent, reserves that
agent, and then returns a routing label (phone extension) identifying the reserved agent.
4. The MR PG returns the label for an available agent to the Dialer.
5. The Dialer then places a reservation phone call to the agent's phone extension. The Dialer
auto-answers the reservation call for the agent via the CTI Server and then automatically
places that reservation call on hold.
6. The Dialer initiates the customer call via Unified CM and voice gateway.
7. If call progress analysis is configured, the Dialer process will analyze the RTP stream to
detect a live answer (or answering machine detection). When a live answer is detected,
the Dialer immediately initiates a transfer of the call (along with call context for screen
pop) to the next reserved agent extension from the list maintained by the Dialer. Similarly,
if answering machine detection is enabled, the call can be transferred to the agent, to an
IVR, or dropped. The transferred call will arrive on a second line appearance on the agent
IP phone (thus a second line appearance for the Unified CCE extension in Unified CM
must be enabled for Unified OUTDs).
8. The Dialer auto-answers the transferred call for the agent via the CTI Server, so that the
voice path between the customer and the agent can be quickly established. This releases
the dialer port used to call the customer. The Dialer then hangs up the reservation call to
this agent. The Dialer also updates the Campaign Manager to indicate a live answer was
detected for this call. After the agent completes handling the outbound call, the agent can
be reserved for another outbound call via the same message flow.
Transfer to IVR Call Flow
The following figure displays a call flow for an IVR-based campaign in an SCCP Dialer
deployment.
Figure 5: IVR-Based Campaign Call Flow
1. The Dialer initiates a call to the customer.
2. The RTP stream is analyzed and voice is detected.
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3. The Dialer requests an in-line transfer to a pre-configured route point.
4. The Unified CM PG requests translation route for the Router.
5. The Router responds.
6. The response is translated and sent to Unified CM.
7. Unified CM transfers the call to the IVR.
Transfer to Agent Call Flow – SIP Dialer with SIP Proxy
The following figure illustrates a Transfer to Agent Call Flow in a deployment with a SIP Dialer
connected to a SIP Proxy.
Figure 6: Transfer to Agent Call Flow - SIP Dialer with SIP Proxy
1. In this example, an unattended IVR campaign starts. Customer records are delivered to
the Dialer.
2. The Dialer asks the SIP Proxy to forward an invite to an available gateway to start a call.
3. The Gateway places the call.
4. Voice Gateway does Call ProgressAnalysis and detects an answering machine.The Dialer
is notified.
5. The Dialer asks the MR PG where the IVR is.
6. MR PG forwards the request to the Router.
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7. Routing Script identifies the IVR and notifies the MR PG
8. The MR PG forwards the route response to the Dialer
9. The Dialer notifies the voice gateway to transfer the call to the IVR.
10. The Voice Gateway sends its invitation to the SIP Proxy, who forwards it onto CVP. The
transfer is completed and media is set up between CVP and the Voice Gateway.
Transfer to IVR Call Flow – SIP Dialer with SIP Proxy
The following figure illustrates a Transfer to IVR Call Flow in an Outbound Option deployment
with a SIP Dialer connected to a SIP Proxy.
Figure 7: Transfer to IVR Call Flow - SIP Dialer with SIP Proxy
1. In this example, an unattended IVR campaign starts. Customer records are delivered to
the Dialer.
2. The Dialer asks the SIP Proxy to forward an invite to an available gateway to start a call.
3. The Gateway places the call.
4. Voice Gateway does Call ProgressAnalysis and detects an answering machine.The Dialer
is notified.
5. The Dialer asks the MR PG where the IVR is.
6. MR PG forwards the request to the Router.
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7. Routing Script identifies the IVR and notifies the MR PG.
8. The MR PG forwards the route response to the Dialer.
9. The Dialer notifies the voice gateway to transfer the call to the IVR.
10. The Gateway initiates the transfer to the SIP Proxy, and the SIP Proxy forwards the
invitation onto Unified CM. Unified CM forwards the call invitation to the IP IVR, and
media is set up between the Gateway and the IP IVR.
Transfer to Agent - SIP Dialer with no SIP Proxy
The following figure illustrates a transfer to agent callflow in an Outbound Option deployment
with a SIP Dialer with no SIP Proxy.
Figure 8: Transfer to Agent - SIP Dialer with no SIP Proxy
1. Import is scheduled and campaign starts. Records are delivered to Dialer.
2. Agent looks for an available agent via the Media Routing Interface.
3. MR PG forwards the request to the Router.
4. The Routing Script identifies an agent and responds to the MR PG.
5. Media Routing PIM notifies the Dialer that the agent is available.
6. Dialer signals the gateway to place a call to the customer.
7. The Gateway places a call to the customer, and Dialer is notified it is trying.
8. Call Progress Analysis is done at the gateway. Voice is detected, and Dialer is notified.
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9. The Dialer asks the voice gateway to transfer the call to the reserved agent by its agent
extension.
10. The Gateway directs the call to the agent via Unified CM using dial peer configuration to
locate the Unified CM. Media is set up between the Gateway and the agent’s phone.
Peripheral Gateway (PG)
The peripheral gateways (PGs) are redundant in a SideA - SideB configuration with one side
active and the other side running in a standby mode waiting to be activated. As mentioned
earlier, the dialers are typically co-located with the agent PGs with the dialers running in a peer
model.
Agent PG
The agent PG is a primary data collection point for agent and skill group statistics. The Dialer
connects to the agent PG through the CTI Server interface where it monitors skill groups
associated with campaigns during campaign configuration. It uses the number of working agents
and available agents to determine when to reserve agents and when to dial for agent campaigns.
For transfer to IVR campaigns, the Dialer monitors the number of calls queued as provided in
the campaign skill group to determine when the Dialer component has reached its configured
limit of IVR ports for this campaign.
The agent PG also monitors all calls that the Dialer ports place. The Dialer uses the PG
representation of the call to push customer call context to the agent, and to provide dialer
information about call results so that the PG can report the outbound statistics properly for the
campaign skill group.
Campaign statistics and skill group statistics overlap in describing the number of outbound calls
that reach agents. The Campaign Manager collects and reports campaign statistics. The PG
collects and reports skill group statistics. It is not uncommon for the two reports to be off by a
call or two for a given half hour, but it will corroborate at the end of the campaign.
Media Routing PG
The Media Routing PG (MR PG) is the interface the Dialer uses to make route requests to the
Central Controller to find and reserve available agents. Each Dialer uses its own MR controller
(MR PIM), and a separate dialed number is configured to differentiate requests for different
campaign skill groups for agent campaigns.
In a Dialer deployment, the IVR and agent controllers (PIMs) are included in the agent PG using
the Generic PG or System PG deployment in order to allow the MR PG to be co-located. (Refer
to the Hardware & System Software Specification (Bill of Materials) for Cisco Unified
ICM/Contact Center Enterprise & Hosted for more details about agent PG deployments.)
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IVR
The Dialer uses the IVR for unassisted treatment of customer calls depending on campaign
configuration for abandoned calls, answering machine treatment in an agent campaign, or for
unassisted transfer to IVR campaigns.
IVR scripting is flexible in playing prompts to the user, collecting additional data, and can be
a queue point to wait for the next available agent.
Partition the ports accordingly when using the same IVR for inbound and outbound campaigns.
Do not use ports allocated for the transfer to IVR feature for inbound calls.or
F IVR ports shared
between inbound and outbound applications, the Dialer might transfer customers to an IVR
which does not have any available ports left. In this case, the called party might hear a af st busy
or a ring no answer message. To avoid this situation, purchase enough ports for the IVR.
Note: The transfer speed is usually under two seconds, but is dependent on network design and
configuration.
Administration & Data Server — Configuration
The Administration & Data Server is an application where you can configure the Unified CCE
system. (In releases prior to Release 8.0(1), this functionality was provided by an application
called the Admin Workstation.) Enable the tools for configuring Outbound Option by editing
the Administration & Data Server setup.
WebView
WebView is the standard Unified CCE reporting interface. Enable the WebView reports for
Outbound Option by selecting the Enable Outbound Option check boxwhile installing the
Logger and while installing the WebView reports.
Note: WebView can also be located on its own server.
See Chapter 7, "Administrative/Supervisory Tasks (page 153)," for detailed information about
using WebView reporting with Outbound Option.
Dialer Reporting
The Outbound Option Dialer reports provide information about the dialer platform. These
predefined templates include information about performance and resource usage.They provide
you with a mechanism for determining if additional dialer ports are necessary to support more
outbound calls.
See Also
See Chapter 7, "Administrative/Supervisory Tasks (page 153)," for detailed information about
the available Outbound Option reports.
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Outbound Option Agent Desktops
Two desktops are available with Outbound Option: CTI Object Server (CTI OS) and the Cisco
Agent Desktop (CAD).
Cisco CTI Object Server (CTI OS)
The CTI OS component provides an object-based interface to the CTI Server using the COM,
C++, Java, and .NET interfaces. These interfaces permit development of agent desktop
applications that interface with Unified CCE software.
Outbound Option includes a sample agent desktop, the Cisco CTI Toolkit Outbound Desktop
(Win32), with Visual Basic source code, utilizing CTI OS.
Refer to the CTI OS Developer's Guide for Cisco Unified ICM/Contact Center Enterprise &
Hosted for information about the CTI OS Architecture and the CTI OS Client Interface.
Cisco Agent Desktop (CAD)
Cisco Agent Desktop (CAD) is a computer telephony integration solution for contact centers
that is easy to deploy, configure, and manage. It provides contact center agents and supervisors
with powerful tools to increase agent productivity, improve customer satisfaction, and reduce
contact center costs.
CAD consists of these major components:
• Cisco Desktop Administrator
• Cisco Agent Desktop
• Cisco Supervisor Desktop
• CAD Services
This section discusses Cisco Agent Desktop, Cisco Supervisor Desktop, and Cisco Desktop
Administrator. Refer to the CAD documentation for detailed information about the other
components.
Cisco Agent Desktop
Cisco Agent Desktop pops windows on the agent PC when the call arrives, increasing the speed
of call processing. CiscoAgent Desktop populates any sort of third-party application (databases,
help desk packages, personal information managers, etc.) based on the calling number, called
number, or information that aVRU collects. The screen pop can use a combination of elements.
The Cisco Agent Desktop softphone allows agents to control calls from the PC. It minimizes
keystrokes and saves time for agents working simultaneously with the phone, CTI desktop, and
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third-party applications. The softphone toolbar automates common telephony functions, including
answer, drop, and speed dial. The toolbar also includes a taskbar, which launches applications
based on telephony or data events. Agents select from up to ten predefined task buttons to update
CRM data and other applications, as well as initiate automated after-call tasks, such as sending
an email or fax, or initiating call-handling scripts or other Windows-based tools.
The Chat feature allows agents to communicate with their supervisors and other agents via text
messages for assistance at any time without leaving their desks or putting a call on hold.
The integrated browser allows agents to view intranet and internet web pages from within Cisco
Agent Desktop.
Cisco Supervisor Desktop
Cisco Supervisor Desktop allows contact center supervisors to view and direct agent activity
in real time. Without leaving their desks, supervisors can observe, coach, and communicate
with agents using instant messaging, view agent status details, as well as view conference
information. Without the caller’s knowledge, supervisors can initiate “chat” sessions to coach
agents on how to handle customer issues. Supervisors can send team performance messages
(scrolling marquee messages) to all agents or to teams of agents to broadcast important
information.
Supervisors can also use the real-time audio monitoring capabilities to listen to agent
conversations with customers. If necessary, they can barge-in to calls—conference themselves
into the conversation—or intercept a call—transfer a call to themselves. Supervisors can also
record agent conversations and save those recordings for up to thirty days for later review.
Cisco Desktop Administrator
Cisco Desktop Administrator allows a contact center administrator to configure how Cisco
Agent Desktop looks and behaves on the agent desktop. Using Cisco Desktop Administrator,
an administrator can create work flows, configure how enterprise data is displayed, customize
task buttons, and perform many more tasks to customize Cisco Agent Desktop for that contact
center’s particular needs.
See Also
See Chapter 3, "Installing Outbound Option (page 51)," for detailed desktop installation
instructions.
Outbound Option Extended Call Context Variables
The Outbound Option Dialer uses CTI Extended Call Context (ECC) variables to exchange
information with the CTI Toolkit Agent Desktop (Win32) for Unified CCE. The following table
lists the ECC variables Outbound Option uses.
Note: Dialer ECC variables can be passed to an IVR.
Refer to the Installation Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for
instructions on adding the Outbound Option ECC variables to CTI OS.
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Table 2: ECC Variables for Outbound Option
ECC Variable
Description
BACampaign
Indicates the name of the Outbound Option campaign to which the call belongs.
BAAccountNumber
Identifies a customer account number and can be used by the desktop application to
perform a database lookup to obtain additional customer data. This ECC variable
displays only if the data was available in the customer import file.
Note: The maximum character length of this ECC variable is 30 characters.
BAResponse
Multi-purpose placeholder that sends data from the CTI Desktop to the Outbound
Option Dialer. This variable responds to the reservation call, schedule and cancel
callbacks, and changes to the callback phone number.
When an agent uses theAccept, Reject, Reject-Close, Skip, Skip-Next, and Skip-Close
buttons in Preview mode, BAResponse is set to one of the following values:
• Accept: Accepts the current preview call.
• Reject: Rejects the current preview call. Sets record to "R" for retry.
• Reject-Close: Rejects the current preview call and closes the record so it will not
be called again.
• Skip: Skips the current preview call. Sets record to “R” for retry.
• Skip-Close: Skips the current preview call and closes the record so it will not be
called again.
Note: The Reject-Closeand Skip-Close buttons are only available on the CTI OS
desktop.
When an agent uses the Callback button, BAResponse is set to one of the following
values (note spaces are relevant and must be included in the commands below):
• Callback mmddyyyy hh:mm: Schedules a callback for the indicated date and time
• Callback Cancel: Cancels a previously scheduled callback for this call
• P#xxxxxxxxxxxxxxxxxxxx: Changes the callback phone number to the number
specified by xxxx
For Preview modes, cancel the reservation call by clicking the Reject button.
For Predictive mode, cancel the reservation call by clicking the Not Ready button and
then hang up the reservation call.
For Direct Preview calls, any connected customer call is classified as VOICE by the
Dialer (default). To reclassify the call result, the agent has the option to click the
following buttons:
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ECC Variable
Description
• Voice (only enable this button if one of the other buttons is pressed first since it
allows an agent to classify the call as voice in case the agent classified it as something
else by mistake): To reclassify the call as a voice call, set the BAResponse variable
to REX_VOICE.
• Answering Machine: To reclassify the call as an answering machine call, set the
BAResponse variable to REX_ANS_MACHINE.
• Fax/Modem: To reclassify the call as a fax/modem call, set the BAResponse variable
to REX_FAX.
• Invalid (in case the customer does not use this number anymore): To reclassify the
call as an invalid call, set the BAResponse variable to REX_INVALID.
For answering machine detection on a transfer to IVR campaign, the BAResponse
variable is evaluated to carry the CPA result of the customer call. Two new IF node
configurations are supported:
• Call.BAResponse="CPA_AnswerMachine"
• Call.BAResponse="CPA_Voice"
These IF nodes route to separate External Scripts to allow for different treatment
depending on whether voice or an answering machine was detected.
BAStatus
Contains two characters indicating the mode and direction of the Outbound Option
Dialer initiated call. The first character identifies the call mode:
• R: Reservation call, Predictive mode
• G: Reservation call, Progressive mode
• P: Reservation call, Preview mode
• D: Direct Preview reservation call
• C: Customer call
• A: Reservation call, personal callback
During a reservation call, the first character is P, R, G, or A.
When a customer call is transferred to an agent, the first character is C.
The second character of BAStatus indicates the call direction:
• O: Outbound
BADialedListID
Unique key identifying a specific customer record within the Dialing List table located
in the Outbound Option private database.
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ECC Variable
Description
BATimeZone
Indicates the GMT offset, in minutes, for the customer’s time zone and obtains the
customer’s local time. The format of this ECC variable is +/-#####.
This field’s first character is either a positive or negative sign, followed by 5 digits.
For example:
• This example indicates that the customer is one hour behind GMT:
BATimeZone = -00060
• This example indicates that the customer is two hours ahead of GMT:
BATimeZone = +00120
BABuddyName
Contains the customer’s last and first name separated by a comma, which is compiled
using the imported LastName, FirstName that was configured on the Import Rule
Definition tab page.
Desktop Button Performance
The following table details the desktop button behavior when a call is placed using Outbound
Option.
Dialing Mode
Call Description
Buttons Enabled
Preview
Reservation calls: Dialer makes the call Accept, Skip, Reject, Skip-Close, and Reject-Close
and agent is available
buttons are enabled, if the reservation call has not been
accepted yet
Preview
Initial customer calls: Agent accepts the No buttons are enabled, if the customer does not answer
call and Dialer makes the call to a
the call
customer
Preview
Transferred customer calls: Agent is
talking to a customer
Predictive and
Progressive
Reservation calls: Dialer makes the call No buttons are enabled
and agent is available
Predictive and
Progressive
Initial customer calls: Dialer makes the No buttons are enabled, if the customer does not answer
call to a customer
the call
Predictive and
Progressive
Transferred customer calls: Agent is
talking to a customer
Direct Preview
Reservation calls: Dialer makes the call Accept, Skip, Reject, Skip-Close, and Reject-Close
and agent is available
buttons are enabled, if the reservation call has not been
accepted yet
Direct Preview
Initial customer calls: Agent accepts the No buttons are enabled, if the customer does not answer
call and calls a customer
the call
Direct Preview
Transferred customer calls: Agent is
talking to a customer
Callback button is enabled
Callback button is enabled
Callback, , AnsMach, Fax, and Invalid buttons are
enabled
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Outbound Option Scripting
Dialing Mode
Call Description
Buttons Enabled
Note: You can revert back to voice, if you make a
mistake.
Personal callback
BAStatus is set to A and O or A and B Accept and Reject buttons are enabled, if the reservation
for a reservation call
call has not been accepted yet
Personal callback
Initial customer calls: Agent accepts the No buttons are enabled, if the customer does not answer
call and calls a customer
the call
Personal callback
Transferred customer calls: Agent is
talking to a customer
Callback button is enabled
Outbound Option Scripting
Outbound Option uses ICM Enterprise scripting configured on theAdmin Workstation to manage
campaigns.
There are two types of scripts:
• Admin scripts (page 48)
• Agent Reservation scripts (page 49)
Outbound Option Admin Scripts
Outbound Option admin scripts enable, disable, or throttle campaign skill groups for outbound
campaigns. This scripting is done at the skill group level to provide more flexibility when
managing larger campaigns, which are distributed across multiple skill groups.
An admin script is scheduled to run at regular intervals, and can automatically close out a skill
group for a specific campaign based on time or any other conditional factor that the admin script
can access.
A campaign skill group is enabled by setting the campaign mode to one of the available modes
(Preview, Direct Preview, Progressive or Predictive). It is disabled by the admin script by using
a script node to change the campaign mode to inbound for that skill group.
This script type also provides the ability to control the percentage of agents that will be used in
a campaign skill group, if this agent group is used for other campaigns or inbound calls.
Note: An admin script controls a campaign skill group. A campaign skill group can only be
mapped to one campaign at a time, but a skill group can be re-used if new campaigns are added.
If a campaign skill group is recycled, its admin scripting should be reused as well, or it is possible
to have two admin scripts controlling the same skill group, which might cause conflicting
campaign mode requests for Outbound Option.
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Fault Recovery
Outbound Option Agent Reservation Scripts
Reservation scripts are used by the Dialer to reserve agents for specific outbound agent campaigns
and personal callbacks. With this kind of script, the Dialer makes a route request via its Media
Routing Client using the dialed number configured for the campaign skill group. Each campaign
has its own dialed number and reservation scripting. If an agent is not available, the default
behavior is for the script to end the call and the Dialer receives an error. The Dialer will simply
retry the reservation request when it sees available agents in the skill group statistics as described
in the Dialer description earlier in this chapter. Queuing reservation calls is an available option
with reservation scripts that distributes agents across campaigns when agents are skilled for
multiple active campaigns.
Any call context that is assigned to the agent in this script will not be available in the call that
the Dialer places and transfers to the agent. The reason for this behavior is that the Dialer dials
multiple lines per agent and knows which customer will answer when the reservation request
is made. Once the reservation call is placed, the ICM scripting does not play a part unless the
call is transferred to an IVR. The call can be transferred to an IVR as part of a transfer to IVR
campaign, or to non-IVR campaigns for answering machine or abandons. A transfer to IVR
campaign places a route request call to a CTI Route Point dialed number on the Agent PG,
which allows the call context of the customer call to be transferred to the IVR. New call context
can be added to the call while the call is being treated at the IVR.
Fault Recovery
This section describes Outbound Option behavior when specific components fail and recover.
Campaign Manager Fault Recovery
The Campaign Manager exists on Logger SideA. There is no duplicate process of this on Logger
Side B, so there is only one Campaign Manager process running in the environment.
After the Dialer processes all of its cached records, it will not make calls until the Campaign
Manager process recovers and further records can be sent to the Dialer again.
When the Campaign Manager process shuts down, the Dialer continues to dial contacts and
saves the results until it processes all of the cached calls in memory, assuming that the Dialer
is still able to reserve outbound agents for an agent campaign (that is, the ICM Router and MR
PG need to be accessible).
Once the Campaign Manager is back online, it will update call results based on the information
it receives from the Dialer. (There might be a few records that are lost due to race conditions
when the Campaign Manager is not available.)
Dialer Fault Recovery
SIP Dialer
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Fault Recovery
The SIP Dialer architecture supports a single active dialer per peripheral. Only one SIP Dialer
need be configured. Two Dialers are installed on separate PG platforms, but each is installed
using the same Dialer Name.
When the dialer state changes from ready to not ready, it updates the status to the campaign
manager. The campaign manager activates the standby dialer if there is a standby dialer in ready
state. The same applies if the campaign manager detects that the connection from the active
dialer is lost.
The Dialer returns all active and pending records to the Campaign Manager (dialer flush), or
closes them internally if the link to the Campaign Manager is not available. Active calls are
canceled if the call is not connected, abandoned if the call is connected but not transferred to
agent/IVR, or continued if call is already transferred and the PG/CG does not fail during the
time. If the Dialer goes down or disconnected from campaign manager and this is detected by
campaign manager, the Campaign Manager marks all outstanding records with an Unknown
status, and returns them to Pending status after certain time out if the Dialer is not heard from
before then.
SCCP Dialer
The Dialers run in a peer mode for a gi
ven Peripheral Gateway and Agent Controller. The Dialer
asks the Campaign Manager for records for a given active campaign skill group, and the
Campaign Manager distributes records to each Dialer equally as the Dialers request them.
When a Dialer shuts down, the Campaign Manager marks the records that the Dialer had with
an "U" in the dialing list to indicate that it w
as in an unknown state. After an hour, the Campaign
Manager will set the records back to a pending state ("P"), so the records can be retried. The
active agent PG will continue to track and report on existing Outbound Option agent calls in
the campaign’s skill group, which will be reflected in the Campaign Consolidated reports.
For example, assuming two dialers are running for a given agent peripheral, then the Dialer that
is still running will continue to dial records for the active campaigns, but at a reduced capacity.
If the Agent PG becomes unavailable or is reported as out of service, there is no possibility of
transferring the call to an agent or even an available IVR, so pending calls in Dialer memory
that have not been dialed yet will be flushed, and calls in progress will be cancelled.
If Unified CM fails, the Dialer ports will unregister and calls in progress will end. The Dialer
component stays offline until the Unified CM subscriber recovers. The recommendation for
this situation is that Dialer ports must not have backup Unified CM subscribers to avoid
overloading any subscriber with traffic from multiple dialers.
Outbound Option implements a load balancing paradigm at the Outbound Option Dialer
component level. If a dialer process terminates for any reason, other dialers at the same location
would become aware of this information and attempt to take over the failed dialer’s load,
resources permitting. The Outbound Option Campaign component marks records contained in
the failed dialer with a status of "U" for unknown. These records are reset every hour to a
Pending ("P") state. If the disconnected dialer was offline due to a network outage, it caches
call results and updates its records to the correct call result.
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Chapter 3
Installing Outbound Option - Preliminary Steps
This chapter, intended for system administrators who will perform the initial installation of
Outbound Option, describes what you need to do before starting to install Outbound Option.
This chapter contains the following topics:
• Before You Begin, page 51
• Where to Find Installation Procedures, page 53
Before You Begin
There are a few considerations that you need to be aware of as you perform the Outbound Option
installation procedures.
Optimizing Dialer Component Performance
The Outbound Option Dialer component is able to dial at a rate that can overload a Unified CM
subscriber. Therefore, it is required that the traffic for a specific Dialer be isolated to a single
Unified CM subscriber. In most cases the system cannot handle two Dialers overlapping
subscribers, even as a backup.
Auto-Answer Settings
Outbound Option is flexible about how to configure auto-answer depending on what the system
requirements are. The main determining factor is whether or not the business requires the
Outbound Option agent to hear a zip tone. The use of agent zip tone adds almost a second onto
the transfer timeline.
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Before You Begin
Outbound Option Database Sizing
Outbound Option uses its own private SQL database on the Logger. Part of the installation
includes creating this database, which will be discussed later in this chapter. This exercise
requires that the installer collect some business-related data and perform some calculations.
IVR Integration
The IVR deployment determines whether you will need Unified CM MTP resources, or whether
you will be able to transfer customer call context to the IVR.
For this deployment, you will need to use an IVR deployment that supports transfer to IVR, if
you want to support transferring the account number and name to the IVR from the Dialer
component.
If you are deploying Cisco Unified Customer Voice Portal (Unified CVP), you may need to
allocate MTP resources for calls transferred to the IVR from the Dialer.
System Requirements
A system on which you want to install Outbound Option must meet the following requirements.
• A working Unified CCE system or a working Unified SCCE system with Router, Logger,
Administration & Data Server, Agent PG, an IPCC Generic PG or System PG, CTI Server,
and Unified CM connectivity with agents and CTI Route Points. See your IPCC Enterprise
documentation for instructions.
• If you plan to use the transfer to IVR feature, you must configure an IVR deployment that
supports transfer to IVR. See your Unified CVP, Cisco Unified Contact Center Express , or
third party IVR documentation for instructions.
• You must install WebView with the Outbound Option selected. (Prior to doing this, you must
enable Outbound Option in the Administration & Data Server setup.) See the WebView
Installation and Administration Guide for instructions.
• Your system must meet the hardware and software requirements as listed in the following
documents:
– Hardware & System Software Specification (Bill of Materials) for Cisco Unified
ICM/Contact Center Enterprise & Hosted
– Cisco Unified Contact Center Enterprise (Unified CCE) Software Compatibility Guide
• Important: If any service releases for the currently installed version of ICM/CCE are installed,
you must uninstall those service releases before proceeding. Refer to the release notes for
your ICM/CCE service release for uninstall instructions.
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Chapter 3: Installing Outbound Option - Preliminary Steps
Where to Find Installation Procedures
Where to Find Installation Procedures
Once the requirements stated in this chapter are satisfied, go to one of the following chapters
for procedures for installing Outbound Option:
• For installation procedures for a SIP Dialer deployment, go to Chapter 4, Installing Outbound
Option - SIP Dialer (page 51)
• For installation procedures for a SCCP Dialer deployment, go to Chapter 5, Installing
Outbound Option - SCCP Dialer (page 87)
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Chapter 3: Installing Outbound Option - Preliminary Steps
Where to Find Installation Procedures
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Chapter 4
Installing Outbound Option: SIP Dialer
This chapter, intended for system administrators who will perform the initial installation of
Outbound Option, describes what you need to set up and install the Outbound Option platform.
This chapter groups installation activities to minimize switching between configuration and
actual software installation. The general flow lists Unified CCE configuration first, then the
Cisco Unified Communications Manager (Unified CM) configuration, and then the Outbound
Option component software installation and associated database creation.
Note: Cisco Unified Border Element (CUBE) is not supported with the SIP dialer.
This chapter contains the following topics:
•
•
•
•
•
•
•
•
•
Installation Task Maps, page 55
Unified CCE Outbound Configuration, page 57
Configuring and Scheduling the Personal Callback Feature, page 63
Enabling Packet Capture, page 68
Cisco Unified Communications Manager/Gateway Configuration, page 70
Outbound Option Software Installation Steps, page 74
Installing the Cisco CTI Controls, page 79
Setting Up Outbound Option in Cisco Desktop Administrator, page 81
Verification, page 82
Installation Task Maps
Unified CCE Outbound Configuration
The first phase of installing Outbound Option is configuring Unified CCE and Outbound Option
components. The following table lists the steps that comprise Unified CCE Outbound
configuration in the order that the steps should be performed, and provides pointers to where
the tasks are discussed.
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Chapter 4: Installing Outbound Option: SIP Dialer
Installation Task Maps
Table 3: IPCC Enterprise Outbound Configuration Steps
Step Number
Task
IPCC Enterprise Procedure System PG Procedure
1
Configure the IPCC PG
Configure the IPCC PG
(page 57)
Configure the IPCC PG
(page 57)
2
Configure the Dialer component
Configuring the Dialer
Component (page 58)
Configuring the Dialer
Component (page 58)
3
Configure the port map
Configuring the Port Map
(page 60)
Configuring the Port Map
(page 60)
4
Create a Network VRU
Creating a Network VRU
(page 60)
Creating a Network VRU
(page 60)
5
Configure the Media Routing PG
Configuring the Media
Configuring the Media
Routing PG (MR PG) (page Routing PG (MR PG) (page
61)
61)
6
Configure a Skill Group
Configuing a Skill Group
(page 61)
Configuing a Skill Group
(page 61)
7
Create a Dialed Number
Creating a Dialed Number
(page 62)
Creating a Dialed Number
(page 62)
8
Create Translation Route To IVR
IPCC Enterprise
Documentation
IPCC Enterprise
Documentation
9
Configure System Options
Configuring System Options Configuring System Options
(page 63)
(page 63)
10
Enable ECC Variables
Enabling ECC Variables
(page 63)
11
Configure and schedule personal
callbacks (optional)
Configuring and Scheduling Configuring and Scheduling
the Personal Callback Feature the Personal Callback
Feature (page 63)
(page 63)
12
Enable packet capture
Enabling Packet Capture
(page 68)
Enabling ECC Variables
(page 63)
Enabling Packet Capture
(page 68)
Cisco Unified Communications Manager/Gateway Configuration
The second phase of installing Outbound Option is Unified CM and related gateway
configuration.
The following table lists the steps that comprise Unified CM configuration in the order that the
steps should be performed, and provides pointers to where the tasks are discussed.
Table 4: Cisco Unified Communications Manager Configuration Steps for Deployments with SIP Dialer
Step Number
Task
IPCC Enterprise Procedure System PG Procedure
1
Disable Ring Tone for Dialer Transfer
Disabling Ringback During Disabling Ringback
Transfer To Agent (page
During Transfer To
70)
Agent (page 70)
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Chapter 4: Installing Outbound Option: SIP Dialer
Unified CCE Outbound Configuration
Step Number
Task
IPCC Enterprise Procedure System PG Procedure
2
Configure Voice Gateways or SIP Proxy for
Outbound Option
Configuring Voice
Configuring Voice
Gateways or SIP Proxy for Gateways or SIP Proxy
Outbound Option (page 73) for Outbound Option
(page 73)
3
Configure SIP Trunks
Configuring SIP Trunks
(page 74)
Configuring SIP
Trunks (page 74)
Software Installation and Database Creation
The third phase in installing Outbound Option is Outbound Option component software
installation and associated database creation. The following table lists the steps that comprise
software installation and database creation in the order that the steps should be performed and
provides pointers to where the tasks are discussed.
Table 5: Software Installation and Database Creation Steps
Step Number
Task
IPCC Enterprise
Procedure
System PG Procedure
1
Install the Outbound Option private database Creating the Outbound Creating the Outbound
on the Logger Side A platform
Option Private
Option Private
Database (page 74)
Database (page 74)
2
Install the Dialer component on the PG
platform
Installing the Dialer
Installing the Dialer
Component (page 76) Component (page 76)
3
Edit Dialer-related Registry values
Dialer Post-Install
Dialer Post-Install
Registry Configuration Registry Configuration
(page 78)
(page 78)
4
Install the MR PG on the PG platform
Installing the MR PG Installing the MR PG
(page 78)
(page 78)
Unified CCE Outbound Configuration
This section provides procedures for the tasks associated with Unified CCE Outbound Option
configuration.
Configure the IPCC PG
Perform the following steps to configure the IPCC PG (PG1):
Step 1
In ICM Configuration Manager, open the PG Explorer tool.
Step 2
Click Retrieve, then click Add. Add an IPCC PG.
Step 3
Enter the name (for example, PG1_IPCC)
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Chapter 4: Installing Outbound Option: SIP Dialer
Unified CCE Outbound Configuration
Step 4
Select the CallManager or PG Generic PG Type.
Step 5
Add a peripheral.
Step 6
Enter the name (for example, PG1_IPCC_PIM1).
Step 7
On the Peripheral tab, click the Enable post routing checkbox.
Step 8
Select the Default Desk Setting from the drop-down list box.
Step 9
On the Routing Client tab, enter the routing client name (for example, IPCC_PIM1_Voice).
Step 10
Select the Cisco_Voice option from the Default media routing domain drop-down list box.
Step 11
Click Save.
Step 12
Record the assigned Logical Controller ID since this number will be needed later in the procedure:
____________________.
Step 13
Record the assigned Peripheral ID since this number will be needed later in the procedure:
____________________.
Configuring the Dialer Component
Perform the following steps to configure the Dialer component.
Step 1
Make sure that all ICM services are running.
Step 2
Open the ICM Configuration Manager.
Step 3
Double-click the Outbound Option - Dialer option to display the Outbound Option Dialer
configuration window.
Step 4
Click the Retrieve button.
Step 5
Click the Add button to add a new Dialer.
Step 6
Enter the following information in the Dialer General Tab fields.
Table 6:
Field
Description
Dialer Name (required)
The name of the system where the dialer is
located. Maximum 32-character string,
including alpha-numeric characters, periods (.),
and underscores (_). Alphabetic characters can
be upper- or lower-case. The name must begin
with an alpha-numeric character, and must not
contain spaces.
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Chapter 4: Installing Outbound Option: SIP Dialer
Unified CCE Outbound Configuration
Field
Description
Note: When you install the Dialer component
(see Installing the Dialer Component (page
76)), you must enter the Dialer Name in
Peripheral Gateway Setup exactly as you enter
it on the Dialer General Tab. Otherwise, the
Dialer will not be able to register with
Campaign Manager.
Computer Name (grayed out for SIP Dialer) Grayed out and not applicable for SIP Dialer.
Enable
Click the check box to enable or disable this
dialer for all campaigns.
ICM Peripheral Name (required)
Select a preconfigured peripheral name. This
field is a dropdown menu and not editable.
Dialer Type
Select SIP (Session Initiation Protocol)
Description
Maximum 255 characters. This description
appears only on this tab page.
General Telephony
Include Area Code when Dialing
When this option is enabled, the dialer uses all
digits to reach local telephone numbers rather
than not using the area code. The default is
Disabled.
Dial prefix
Enter any dialing prefix required by your
location or by your campaigns. For example,
some locations might require the prefix 9 to
reach an outside telephone line.
Long distance prefix
Enter the pre-pended value for all long distance
calls. The Dialer checks the local area codes
against the contact number. If the configured
local area code does not match the area code
in the contact number, the Dialer determines
this number is a long distance call.The default
is 1.
Local area code (comma delimited)
(required)
Enter the area/city code used at your location.
Enter multiple local area codes separated by
commas; for example, "508,978,617" represents
three local area codes.
Hangup Delay (1-10)
Enter the number of seconds that you want the
dialer to wait before reusing a port after a
hangup event. The default is one second.
Port Throttle
The maximum calls per second rate at which
the Dialer dials outbound calls. Default is 10
calls per second for SIP Dialer.
Note: If the Dialer is installed in a location outside the U.S., either enter the locally-specific
long distance prefix in the Long distance prefix field or leave the field blank.
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Chapter 4: Installing Outbound Option: SIP Dialer
Unified CCE Outbound Configuration
Step 7
Click Save.
Configuring the Port Map
Perform the following steps to configure the port map for each Dialer.This specifies the number
of ports available on the Dialer and the extension numbers, which Unified CM assigns to those
ports. Each configured port represents a Dialer phone device on Unified CM. These Dialer
phone devices carry a greater device weight than standard IP telephones.
Note:
• Extension numbers must be unique across the full enterprise. If there are multiple Unified
CM clusters, the extensions (Unified CM directory number) must still be unique.
• When selecting extension numbers for Dialer ports, be sure to check the following places to
make sure existing numbers are not being used: phone numbers in Unified CM and dial
numbers in the Device Target Explorer tool.
Step 1
In the ICM Configuration Manager Outbound Option Dialer configuration window, click the
Port Map Selection tab to display the port map configuration.
Note: Make sure all agents and skill groups used by Outbound Option are associated with the
Unified CM PG, not the MR PG.
Step 2
To begin adding ports to this Dialer, click the Add button.
Step 3
Configure a set of ports and their associated extensions.
Note: Make sure you provide the same number of ports for all the Dialers configured on the
same peripheral.
Step 4
Click OK. The port mappings display on the Port Map Selection tab.
Step 5
Click Save to save all the configuration information.
Creating a Network VRU
Perform the following steps to create a Network VRU using the Network VRU Explorer tool.
Step 1
Open the ICM Configuration Manager application.
Step 2
Open the Explorer tools.
Step 3
Open the Network VRU Explorer tool.
Step 4
Create a type 2 VRU to be used during Media Routing (MR) PIM setup. Record the \ VRU
name: ______________.
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Chapter 4: Installing Outbound Option: SIP Dialer
Unified CCE Outbound Configuration
Step 5
Click Save.
Note: Refer to the ICM Configuration Guide for Cisco Unified ICM Enterprise for detailed
information about the ICM Configuration Manager tools.
Configuring the Media Routing PG (MR PG)
Perform the following steps to configure the MR PG (PG2).
Step 1
In ICM Configuration Manager, open the PG Explorer tool.
Step 2
Click Retrieve, then click Add. Add an MR PG.
Step 3
Enter the name (for example, PG2_MR).
Step 4
Select the MR PG type.
Step 5
Add a peripheral.
Step 6
Enter the name (for example, PG2_MR_PIM1).
Step 7
On the Peripheral tab, check the Enable post routing check box.
Step 8
On the Routing Client tab, enter the routing client name (for example, MR_PIM1_Voice).
Step 9
Select the Cisco_Voice option from the Default media routing domain drop-down list box.
Step 10
On the Advanced tab, select the Network VRU that you created during IPCC installation from
the drop-down list box
Step 11
Click Save.
Step 12
Record the assigned Logical Controller ID since this number will be needed later in the procedure:
____________________.
Step 13
Record the assigned Peripheral ID since this number will be needed later in the procedure:
____________________.
Configuring a Skill Group
Perform the following steps to create a skill group for the IPCC PG using the Skill Group
Explorer tool:
Step 1
In ICM Configuration Manager, open the Skill Group Explorer tool.
Step 2
Make sure the IPCC PIM created in the section Configure the IPCC PG (page 57) displays in
the Select filter data section.
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Chapter 4: Installing Outbound Option: SIP Dialer
Unified CCE Outbound Configuration
Step 3
Click Retrieve.
Step 4
Click Add Skill Group.
Step 5
Set the Media Routing Domain to the Cisco_Voice option.
Step 6
Enter a peripheral name and number (record them):____________________. (You can either
enter a name or allow the system to generate the name.)
Step 7
Enable the ICM picks the agent checkbox.
Step 8
Click Add Route.
Step 9
Enter a name for the new route (any name is allowed).
Step 10
Click Save.
Creating a Dialed Number
Perform the following steps to create a dialed number for the MR PG.
Step 1
In ICM Configuration Manager, open the Dialed Number/Script Selector List tool
Step 2
Click Add, then enter a dialed number for the MR PG.
Step 3
Select the MR routing client from the drop-down list box.
Step 4
Select Cisco_Voice from the Media Routing Domain drop-down list box.
Step 5
Enter the dialed number.
Step 6
On the Dialed Number Mapping tab, click Add.
Step 7
In the Calling Line ID group box, click the All radio button.
Step 8
In the Caller-entered digits group box, click the All radio button.
Step 9
In the Call type drop-down list box, select the MR call type.
Step 10
Click OK on the Dialed Number Map Entry dialog box, then click Save.
Note: To use the Personal Callback feature, a second dialed number is required. This dialed
number must have the PersonalCallback dialed number string. As with the previous dialed
number, map all Calling Line IDs and all Caller
-entered digits to the call type previously created
for the MR routing client. Multiple dialers require multiple dialed numbers
—one for each routing
client per skill group.
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Chapter 4: Installing Outbound Option: SIP Dialer
Configuring and Scheduling the Personal Callback Feature
Configuring System Options
Use the Outbound Option System Options component in the ICM Configuration Manager to
define contact dialing time ranges that will apply to all of your Outbound Option campaigns.
Because this component uses 12-hour time notation, be sure to select AM or PM for your start
and end times.
Step 1
In ICM Configuration Manager, open the Outbound Option System Options component.
Step 2
Click the General Options tab page to define the total dialing time range that all your Outbound
Option campaigns will use, then click OK.
Step 3
Click the Bulk Update tab page to define specific dialing time ranges for telephone numbers,
then click Update All Campaigns.
Enabling ECC Variables
Perform the following steps to enable the Expanded Call Context (ECC) variables using the
System Information tool and the Expanded Call Variable List tool.
Step 1
Open the System Information tool in the Tools/Miscellaneous folder in the ICM Configuration
Manager application.
Step 2
Enable the Expanded call context enabled check box.
Step 3
Click Save.
Step 4
Open the List tools.
Step 5
Open the Expanded Call Variable List tool.
Step 6
Click all BAxxxx variables (BAAccountNumber, BABuddyName, BACampaign,
BADialedListID, BAResponse, BAStatus, and BATimezone).
Step 7
In the Attributes tab, click the Enabled check box for each variable.
Step 8
Click Save.
Configuring and Scheduling the Personal Callback Feature
The following sections describe how to enable and configure the Personal Callback feature, and
provide information about scheduling a personal callback.
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Chapter 4: Installing Outbound Option: SIP Dialer
Configuring and Scheduling the Personal Callback Feature
Note: All personal callbacks occur in Preview mode. Be aware that only one dialer on a particular
peripheral is assigned personal callback records.
How to Configure Personal Callbacks
Some personal callback options must be configured through the registry. Furthermore, if a
personal callback record is not associated with a campaign it follo
ws the rules configured within
the registry.
Step 1
Configure the reschedule callback mode in the Outbound Option Campaign Configuration
Component by selecting one of the following options on the Campaign General tab:
• Use the alternate VDN—the call will be routed to the skill group DN for the callback's
associated campaign, if it is available
• Reschedule the personal callback to the same time the next business day
• Abandon the personal callback
Step 2
Open the HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance
name>\LoggerA\BlendedAgent\CurrentVersion folder in the Outbound Option registry.
Step 3
Configure the personal callback registry entries listed in the following table.
Name
Default Description
Value
CallbackTimeLimit
15
Calculates the callback time range for each
personal callback in minutes. The
Campaign Manager queries the Personal
Callback List for callback records where
the CallbackDateTime value is between
the current time and the sum of the current
time minus the CallbackTimeLimit.
PersonalCallbackTimeToRetryBusy
1
Sets the amount of time, in minutes, that
the Outbound Option Dialer waits before
retrying a personal callback when the
customer’s phone is busy (minimum value
is 1; maximum value is 10).
PersonalCallbackTimeToRetryNoAnswer
20
Sets the amount of time, in minutes, that
the Outbound Option Dialer waits before
retrying a personal callback when the
customer does not answer the phone
(minimum value is 5; maximum value is
60).
PersonalCallbackTimeToRetryReservation 5
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Sets the amount of time, in minutes, that
the Outbound Option Dialer waits before
retrying to reserve an agent if the agent is
not available (minimum value is 1;
maximum value is 10).
Chapter 4: Installing Outbound Option: SIP Dialer
Configuring and Scheduling the Personal Callback Feature
Name
Default Description
Value
PersonalCallbackMaxAttemptsDefault
5
Sets the maximum number of times a
personal callback will be attempted
(minimum value is 1; maximum value is
20). When the number of maximum
attempts reaches 0, the record is not tried
again and the status is set to “M” (max-ed
out).
PersonalCallbackTimeToCheckForRecords 5
The interval time, in minutes, at which the
Outbound Option Dialer checks the
Campaign Manager for personal callback
records (minimum value is 1; maximum
value is 30).
PersonalCallbackDaysToPurgeOldRecords 5
The number of days after the personal
callback has been scheduled to keep the
record before it is purged (minimum value
is 1; maximum value is 30).
PersonalCallbackRecordsToCache
20
The number of personal callback records
to send to the Outbound Option Dialer at
one time (minimum value is 5; maximum
value is 100).
PersonalCallbackSaturdayAllowed
0
Indicates whether personal callbacks are
allowed on Saturdays:
• 0: Personal callbacks are not allowed on
Saturdays and will be scheduled for the
next allowable day. For example, a
personal callback which fails to reach
the customer on a Friday will be
rescheduled for the following Monday.
• 1: Personal callbacks are allowed on
Saturdays.
PersonalCallbackSundayAllowed
0
Indicates whether personal callbacks are
allowed on Sundays:
• 0: Personal callbacks are not allowed on
Sundays and will be scheduled for the
next allowable day. For example, a
personal callback which fails to reach
the customer on a Friday will be
rescheduled for the following Monday.
• 1: Personal callbacks are allowed on
Sundays.
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Configuring and Scheduling the Personal Callback Feature
Name
Default Description
Value
PersonalCallbackCallStatusToPurge
C, M String containing the call status types to
consider when purging old personal
callback records. For example, if the string
contains “C,M,F,L,I,” all calls with these
call statuses will be purged from the
database. (If the registry entry is missing,
the default is assumed.)
Note: The call status values can optionally
be delimited using a comma, a hyphen, a
semi-colon, or a colon.
PersonalCallbackNoAnswerRingLimit
Step 4
4
The number of times a customer phone
rings before being classified as an
unanswered call (minimum value is 2;
maximum value is 10).
Set up the Personal Callback reservation script using the Script Editor application.
• Add a Wait node after the Queue to Agent node using a value that is less than the
TimeToWaitForMRIResponse Dialer registry setting (default value of 600 seconds equals
10 minutes).
• Like all reservations scripts, the script should end in a Release Node instead of an End Node
in order to avoid cluttering up the Router Log Viewer with "No Default Label" errors.
For example, the following Personal Callback reservation script uses the nodes described above:
Figure 9: Personal Callback Reservation Script
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Chapter 4: Installing Outbound Option: SIP Dialer
Configuring and Scheduling the Personal Callback Feature
Creating an Enterprise Skill Group
In order to use the Personal Callback feature, you need to create the enterprise skill group
associated with the agent using the Enterprise Skill Group List tool.
Step 1
Open the List tools.
Step 2
Open the Enterprise Skill Group List tool.
Step 3
Create an enterprise skill group. In the Add Name field, type the enterprise name, then click
Add. Select the skill group, then click Save.
Step 4
In the Attributes tab, click Add to add the skill group(s).
Step 5
Click Save.
Creating an Enterprise Route
After you create the enterprise skill group associated with the agent, you need to create an
enterprise route using the Enterprise Route List tool.This route should target the enterprise skill
group created in the previous step.
Note: For Unified SCCE, you must use a Route.You cannot use an Enterprise Route to configure
Personal Callback in Unified SCCE. You can skip these steps if using Unified SCCE.
Step 1
Open the List tools.
Step 2
Open the Enterprise Route List tool.
Step 3
Create an enterprise route. In the Name field, type the enterprise route, then click Add. Select
the route, then click Save.
Step 4
In the Attributes tab, add the route(s).
Step 5
Click Save.
Configure Queue to Agent Node
If you are using personal callbacks, perform the follo
wing steps to configure the Queue toAgent
Node in your reservation script.
Step 1
Right-click the Queue to Agent node and select Properties.
Step 2
Click Change in the “Queue to agent type” section.
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Chapter 4: Installing Outbound Option: SIP Dialer
Enabling Packet Capture
Step 3
Click Lookup agent reference by expression, then click OK.
Step 4
Enter the agent expression Call.PreferredAgentID.
Step 5
Select the enterprise skill group you created in the Creating an Enterprise Skill Group (page
67) section. (If you are configuring for Unified SCCE, select the Route you configured in that
section.)
Step 6
Select the enterprise route you created in the Creating an Enterprise Route (page 67) section.
Step 7
Make sure the Peripheral column is left blank.
Step 8
Click OK to save the Queue to Agent node.
Step 9
Save and then schedule the script.
Figure 10: Scheduling Script
Enabling Packet Capture
In order for SIP Dialer to properly capture data, you must ensure that the SIP Dialer is using
the active interface from the ethernet interface list. You can find out which interface is the active
interface by using a network protocol analyzer tool such as Wireshark, downloadable at www.
wireshark.org. (From Wireshark, click Capture to open a Capture Interfaces dialog box; the
listed interface that has network packets is the active interface.)
There are two ways to change the SIP Dialer packet capture parameters to use the active interface
• From regedit.exe, change the value of the interface name option (-i) in the Dialer
CaptureOptions registry key to the number of the active interface. For example, if you want
to use the third interface, edit the value for -i to read -i 3
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Enabling Packet Capture
• From a command prompt window, enter a procmon ba_capture command to specify that
SIP Dialer use the active interface. In this command, specify the number of the active interface
you want to use in the /options -i parameter
The syntax of the procmon ba_capture command is as follows:
ba_capture [/on] [/off] [/options] [/type]
where
/on, /off
/on turns packet capture on, /off turns packet capture off
/options
Specify one or more of the following
• -i <ifname>: specify interface name to capture on
• -w <filename>: capture directly to file in pcap format,
file can be opened with Wireshark.
• -C <file_size>: Specify the maximum size of a capture
file. The units of file_size are millions of bytes (1,000,000
bytes, not 1,048,576 bytes).
• -W <filecount>: Specify the number offiles created. The
capture files are overwritten from the beginning, thus
creating a rotating buffer. Capture files after the first
capture file have the name specified with the -w flag,
with a number after it, starting at 1 and continuing
upward.
• -tt : Print an unformatted timestamp on each dump line.
• -s : Snarf snaplen bytes of data from each packet rather
than the default of 68 . Setting snaplen to 0 means use
the required length to catch whole packets.
/type
Specify /type 1 to capture SIP packets only or /type 2
to capture the entire data payload on the Dialer host
machine.
For example, the command
capture /on /options -i 2 -tt -C 20 –s 0 -W 20 -w DialerCaptue
captures the network packets on interface 3 with capture files: capture1 – capture20. Maximum
file size is 20 M
Capture files are located in the HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\<customer instance>\Dialer directory.
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Cisco Unified Communications Manager/Gateway Configuration
Cisco Unified Communications Manager/Gateway Configuration
This section provides procedures for the tasks associated with the Cisco Unified Communications
Manager (Unified CM) and gateway configuration.
Disabling Ringback During Transfer To Agent
Perform the following configuration so that customers do not hear a ringback tone while a call
is being transferred to an agent.
Note: The following configuration is applicable to H323 and SIP only. You cannot disable
Ringback for the Media Gateway Control Protocol (MGCP).
Step 1
Log into the Unified CM Administration window.
Step 2
Select System > Service Parameters. The Service Parameter Configuration screen appears.
Step 3
On the Server and Service pulldown menus, select the Server and Service. For Service, specify
Cisco CallManager.
Step 4
Navigate to the Send H225 User Info Message pulldown menu. Select the Use ANN for
Ringback option.
Step 5
Click Save.
Step 6
Repeat Steps 1 and 2.
Step 7
On the Server and Service pulldown menus, select the Server and Service. For Service, specify
Cisco IP Voice Media Streaming App.
Step 8
Navigate to the Annunciator (ANN) parameters section of the screen.
Step 9
On the Run Flag pulldown menu, select False.
Step 10
Click Update.
Disabling Ringback During Transfer To Agent for SIP
The configuration for the SCCP dialer does not work for the SIP dialer because when the SIP
dialer is handing off the call to an agent, it sends REFER to theoice
v gateway, the voice gateway
initiates a new SIP call (new INVITE) to CUCM, and then receives a 180 RINGING response.
As a result, the gateway generates a ringback tone to the customer. With CUCM 8.5 and later,
you can disable the ringback by applying a SIP normalization script to the CUCM SIP trunk.
This manipulates the 180 RINGING to a 183 SESSION PROGRESS message to prevent the
gateway from generating a ringback.
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Note:
• Apply this script only to the SIP trunk that is handling the inbound call from voice gateway
for agent transfer. If you use the same gateway for both PSTN calls and the SIP dialer, you
must configure separate trunks in CUCM and apply this normalization script only to the dialer
SIP trunk. The trunk for PSTN calls still needs a 180 ringing for inbound calls to trigger the
gateway to play ringback to the PSTN.
• Skip step 1 if a dedicated SIP trunk already exists for handling agent transfer dialer. Perform
step 1 if the same SIP trunk is used for normal inbound PSTN calls and dialer agent transfer
calls.
Step 1
To create a SIP trunk in CUCM with a SIP security profile for the dialer agent transfer calls,
select Communications Manager GUI->System-> Security-> SIP Trunk Security Profile
-> [Add New]. You can specify a different incoming port in the SIP security profile (e.g., 5065 to the port used by normal PSTN SIP trunk (e.g., 5060).
Figure 11: SIP Security Profile
Step 2
Click Save.
Step 3
Create a New SIP trunk and associate the created SIP trunk Security Profile.
Figure 12: Create a new SIP trunk
Step 4
Click Save.
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Cisco Unified Communications Manager/Gateway Configuration
Step 5
Click Reset.
Step 6
In Communications Manager GUI -> Devices -> Device Settings -> SIP Normalization
Scripts -> [Create New], enter the following SIP normalization script into the content field.
Leave everything else as default value.
M = {}
function M.outbound_180_INVITE(msg)
msg:setResponseCode(183, "Session in Progress")
end
return M
Figure 13: Add Normalization Script
Step 7
Click Save.
Step 8
Click Reset.
Step 9
Associate the created normalization script with the SIP trunk.
Figure 14: Associate Script with Trunk
Step 10
Click Save.
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Cisco Unified Communications Manager/Gateway Configuration
Step 11
Click Reset.
Configuring Voice Gateways or SIP Proxy for Outbound Option
In an Outbound Option deployment that uses the SIP Dialer, there are two possible types of
configurations:
• The SIP Dialer is connected to a SIP Proxy such as Cisco Unified SIP Proxy (CUSP). The
SIP Proxy, in turn, is connected to voice gateway. It is possible for the SIP Proxy to be
connected to more than one voice gateways; a configuration with multiple voice gateways
is known as a server group.
• The SIP Dialer is connected directly to a voice gateway; no SIP Proxy is present.
You specify which configuration you are using when you install the Dialer component.
When you configure a voice gateway for use with Outbound Option, most of the default
configuration values are sufficient. However, the following values must be set in a certain
manner:
• You must ensure 100rel is enabled for Outbound Option. Otherwise, Outbound calls from
the SIP Dialer fail. 100rel is enabled globally on the gateway by default. However, 100rel
cannot be enabled globally if Unified CVP calls are also routed with this gateway. When
using Outbound Option on the same gateway as Unified CVP, disable 100rel globally with
the command rel1xx disable and enable 100rel on the Outbound dial peer with the example
dial-peer command: voice-class sip rel1xx required "100rel".
• When configuring a voice gateway for use with the SIP Dialer, do not specify signaling
forward unconditional under voice service voip. The SIP Dialer does not support this
configuration. Instead, specify signaling forward none.
If you are using a SIP Proxy, perform the following configuration on the SIP Proxy:
• Enable the SIP Dialer to reach the correct voice gateway for outbound calls.
• Enable the voice gateway to reach all of the applicable Unified CM/CVP nodes for calls
transfered to an agent, to an IVR, or to CVP.
• If your SIP proxy is connected to more than one voice gateway, you can optionally load
balance between the voice gateways.
For detailed instructions on how to perform SIP Proxy configuration, see the Cisco Unified SIP
Proxy documentation website at
http://cisco.com/en/US/products/ps10140/tsd_products_support_model_home.html (http:/
/cisco.com/en/US/products/ps10140/tsd_products_support_model_home.html)
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Outbound Option Software Installation Steps
Configuring SIP Trunks
Unified CM is connected to the voice gateway or the SIP Proxy by by SIP Trunks, which you
must configure on Unified CM. Configure these trunks as follows:
Step 1
If: You are using a SIP Proxy
Then: Configure two SIP trunks on Unified CM for making the transfer to agents.
Configure one trunk between Unified CM and the SIP Proxy (specify the IP address of
the SIP Proxy in the Destination field). Configure a second trunk from Unified CM to
the Voice Gateways (specify the IP address of the Voice Gateways in the Destination
field).
If: You are not using a SIP Proxy
Then: Configure a SIP trunk on Unified CM from Unified CM to the Voice Gateway
(specify the IP address of the Voice Gateway in the Destination field).
Refer to the Cisco Unified Communications Manager System Guide for instructions on how to
configure SIP trunks.
Step 2
If your Unified CM cluster has multiple nodes, and you want to reach each node from both the
Voice Gateway and Cisco Unified SIP Proxy, configure the trunk to belong to a device pool
that covers all nodes. If your Unified CM cluster has more than three nodes you need to con
figure
multiple trunks from different device pools on Unified CM to point to the same Voice
Gateway/Cisco Unified SIP Proxy, because device pools can only contain up to three nodes.
Outbound Option Software Installation Steps
This section discusses the tasks associated with installing Outbound Option and related
components.
Note: Important: Before you perform the installation procedures in this section, youmust stop
the Router, the Logger, the AW, and the Agent PGs in ICM Service Control. You must also
enable Outbound Option in the Logger setup before creating the Outbound Option database.
ICMDBA cannot create the Outbound Option database without enabling it in the Logger.
Creating the Outbound Option Private Database
Before you use Outbound Option on Unified CCE, you need to estimate the size of the Outbound
Option private database and then create it on the Logger SideA platform using ICM’s ICMDBA
utility.
Note: Unified SCCE automatically creates and sizes the Outbound Option database. Skip this
step if you are deploying Outbound Option with Unified SCCE.
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Step 1
Collect the following information:
• What is the size, in bytes, of each customer record in the import file? If it is less than 128
bytes, use 128. (The size of a record cannot be less than 128 bytes.) (RecordSize)
• How many records will be imported? (RecordCount)
• Will new imports replace or append records already imported?
Step 2
Estimate the contact table size using one of the following formulas:
• If imports are usually overwrite imports: Do not change record count
• If imports are usually append imports: RecordCount = total number of rows that will be kept
in a customer table at any one time
• contact-table-size = RecordSize * RecordCount * 1.18
Step 3
Estimate the dialing list table size using one of the following formulas:
• If imports are usually overwrite imports: RecordCount = number of rows imported * 1.5
(50% more rows will be inserted into the dialing list than imported)
• If imports are usually append imports: RecordCount = total number of rows that will be kept
in all customer table at any one time * 1.5
• dialing-list-table-size = rows in dialing list * 128 bytes * 4.63
Step 4
Calculate the database size using this formula: contact-table-size + dialing-list-table-size.
Step 5
Start ICMDBA by entering ICMdba in Microsoft Windows’ Run dialog box or command
window.
Step 6
Click the Logger and select Database > Create (or click the right mouse button and select
Create).
Step 7
In the Create Database window, specify the Outbound Option database type.
Step 8
Click Add. The Add Device window displays.
Use this window to create a new data device and log device for the Outbound Option database.
Specify the disk drive letter and size in megabytes for each new device. Click OK to create the
device, then click Create. Click Start.
If necessary, you can later edit the device to change storage size, or remove a device, using the
Database > Expand option.
Step 9
Click Close.
Caution: No manual changes to the contents of the outbound database are allowed. Using
triggers in the outbound database is not allowed. Triggers for the dialing lists or personal
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callback list should not be added or modified. The Dialer_Detail table in the HDS has the
information required by custom applications. Extract that information from the HDS to
a separate server where the custom application can process the data without impacting
the HDS.
Upgrading an Outbound Option Database from a Previous Release
If you are upgrading from a previous CCE/CCH release, you must run the Enhanced Database
Migration Tool (EDMT) to upgrade your Outbound Option database to Release 8.0(1). Otherwise,
Campaign Manger will not start, and an alarm is triggered to indicate an incorrect private
database version. See the Upgrade Guide for Cisco Unified ICM/Contact Center Enterprise &
Hosted for instructions on running EDMT.
Installing the Dialer Component
Perform the following steps to install the Dialer component on the Side A PG platform.
Step 1
Make sure all ICM Services are stopped.
Step 2
Run Peripheral Gateway Setup.
Step 3
In the Cisco Unified ICM/Contact Center Enterprise & Hosted Setup dialog box, in the left
column under Instances, select an instance.
Step 4
Click Add in the Instance Components section.
The ICM Component Selection dialog box opens.
Step 5
Click Outbound Option Dialer.
The Outbound Option Dialer Properties dialog box opens.
Step 6
In the initial Dialer Properties dialog box, check Production mode and Auto start at system
startup unless you are specifically told otherwise by your Unified ICM support provider. This
sets the Dialer Service startup type to Automatic, so the Dialer starts automatically when the
machine starts up.
Step 7
For Dialer Type, select the radio button for SIP (Session Initiation Protocol).
Step 8
Click Next.
Note: Once you create a Dialer, you cannot change the Dialer Type. To switch Dialer types,
you must delete the existing Dialer and create a new Dialer.
Step 9
An Outbound Option SIP Dialer Properties dialog box appears if you selected SIP as your Dialer
Type. Supply the following information on this page:
• In the SIP Dialer Name field, enter the name of the SIP Dialer.
• For SIP Server Type, select either CiscoVoice Gateway or Cisco Unified SIP Proxy (CUSP).
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• In the SIP Server field, enter the host name or IP address of the SIP server.
• In the SIP Server Port field, enter the port number of the SIP Server port. Default is 5060.
Click Next.
Step 10
On the last Outbound Option Dialer Properties dialog box , specify the following information:
• Outbound Option server The host name or IP address of the Outbound Option server. This
is typically the same machine where the Outbound Option Campaign Manager is located.
• CTI server A The host name or IP Address of the machine that has side A of CTI server
installed.
• CTI server port A The port number the dialer uses to interface with CTI server side A. The
default is 42027.
• CTI server B For duplexed installations, the host name or IP Address of the machine that
has side A of CTI server installed.
• CTI server port B For duplexed installations, the port number the dialer uses to interface
with CTI server side B. The default is 43027.
• Heart beat How often the dialer checks its connection to the CTI server, in milliseconds.
The default value of 500 is usually acceptable.
• Media routing port The port number the dialer uses to interface with the Media Routing
PIM on the Media Routing PG. The default is 3800 to 3801.
• Call Manager TFTP server The host name or IP address of the CallManager TFTP server.
This is the same machine used for the CallManager publisher.
Step 11
Click Next. A Summary screen appears.
Step 12
Verify that you have specified the correct information. ClickBack to make corrections if needed,
otherwise click Next to begin Dialer installation.
Edit the Local Static Route File
The SIP Dialer installation process installs an empty template file named DNPHost in the
\icm\customerInstanceName\Dialer directory. This file defines the static route mappings of a
dialed number wildcard pattern to the IP address or host name with which an agent phone or
CTI Route point is registered. For each static route you wish to define, you need to enter a row
in this file in the following format:
wildcard pattern, IP address or host name, description
Examples:
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7?????, 10.86.227.144, transferring outbound calls to agent extensions
86! , 10.86.227.186, for CTI Route Points on CUCM node1
4?????, gambino.cisco.com, transfer to IVR campaign
For single gateway deployments, the SIP dialer reads the static routing info from DNPHost and
uses the information from thefile to construct the SIP REFER message. If the SIP dialer is setup
to support a voice gateway, the SIP Dialer loads DNPHost, ensures that it has valid routing
entries, and sends an alarm if the file doesn't exist or is invalid.
See the installed DNPHost file template for additional information on its use.
Dialer Post-Install Configuration
After you finish installing the Dialer component, you need to perform the follo
wing Dialer-related
configuration:
• Configure the Dialer throttling on each Dialer in the system. Open ICM Configuration
Manager, select Outbound Option > Dialer, then enter a value in the Port Throttle field. This
field indicates the number of ports to throttle, which helps determine the calls per second
rate at which the Dialer dials outbound calls. For example, a port throttle count=5 indicates
that no more than 5 calls can be started during a 1 second period. If 5 calls are ready to be
dialed, they will be spaced evenly over that 1 second period.The total call capacity of Unified
CM is dependent on several different factors, including the Unified CM version, inbound
call rate, and outbound call rate.
For more details, refer to the SNMP Guide for Cisco Unified ICM/Contact Center Enterprise
& Hosted.
• After the Dialer process runs for the first time, you also need to change the value of the
AutoAnswerCall entry to 0. This disables the auto answer setting in the Dialer registry.
Refer to the Configuring Auto Answer on Agent Phones (page 101) section in this chapter
for details on other options for auto answer that support agent notification of an incoming
call.
Installing the MR PG
Perform the following steps to install the MR PG on the Side A platform.
Step 1
Run ICM Setup to install a PG that corresponds with PG2, which was configured earlier.
Step 2
In the Peripheral Gateway Properties window, select the PG2 PG Node ID and theMediaRouting
Client Type.
Step 3
Click Next.
Step 4
Add a PIM, PIM1.
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Installing the Cisco CTI Controls
Step 5
In the MediaRouting Configuration window, enable the PIM.
Step 6
Enter the peripheral name and the peripheral ID (that you recorded at the end of the
Configuring
the Media Routing PG (MR PG) (page 61) procedure ) of the MR_PIM.
Step 7
Set both Application Hostname fields to the computer name of the Outbound Option Dialer.
Step 8
Set the Application Connection Port to the port number that will be used by the Outbound Option
IPCC Dialer (usually 38001).
Step 9
Click Next until Setup finishes. When Setup finishes, click Finish.
Step 10
Repeat the preceding steps to install the MR PG on the Side B PG platform.
Installing the Cisco CTI Controls
This section describes the installation process for the Cisco CTI controls. It also describes the
Cisco CTI Toolkit Outbound Desktop (Win32) for Unified CCE.
Perform the following procedures to install CTI controls to support Outbound Option on the
desktop.
Refer to the CTI documentation available online at http://www.cisco.com.
Outbound Option Integration with CTI OS
Outbound Option works with CTI OS, which provides an object-based interface to the CTI
Server using the COM and C++ interfaces. These interfaces permit development of agent desktop
applications that interface with Unified ICM software.
Outbound Option is fully compatible with the CTI OS CIL library and the CTI Toolkit Agent
Desktop (Win32). While there are no Outbound Option-specific controls available for the CTI
Toolkit Agent Desktop (Win32), a sample CTI OS Desktop (known as the "Cisco CTI Toolkit
Outbound Desktop (Win32)"), which supports Outbound Option, is shipped with the product
(located in <Drive Letter>:\Program Files\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32
CIL\Samples\CTI Toolkit Outbound Desktop). In addition, the standard CTI Toolkit Agent
Desktop (Win32) can be modified to display all Outbound Option ECC variables in the call
variable grid.
Note: Be aware that CTI OS Release 7.0(0) and greater uses CTI Protocol 11.As a result, there
are a few more CTI fields available in CTI OS (for example, call type, CampaignID, and
QueryRuleID).
When installing, make sure you install the CTI OS Client and select the CTI Toolkit SDK and
the Win32 check boxes in order to access the CTI Toolkit Outbound Desktop (Win32) sample.
(See the "How to Install the CTI Toolkit Outbound Desktop (Win32) (page 80)" section for
more details.)
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Installing the Cisco CTI Controls
If you are running Outbound Option with CTI OS, do the following to add Outbound Option
ECC variables to CTI OS Server:
1. Rename the C:\ICM\CTIOS_bin\blendedagent_addecc.reg.txt file to
blendedagent_addecc.reg.
2. Save the blendedagent_addecc.reg read-only file by right-clicking thefile, select Properties,
and then uncheck the Read Only check box.
3. Edit the blendedagent_addecc.reg file and globally change "InstanceName" to the real
system instance name and save it.
4. Double-click on the blendedagent_addecc.reg file to add the Outbound Option ECC
variables to CTI OS.
5. In the Node Manager, restart the CTI OS service.
6. Restart all CTI OS Desktop clients to download the new ECC variables.
Refer to the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise
& Hosted for more information. See CTI OS Outbound Option ECC Variable Settings (page
205) for a sample .REGfile which creates the applicable Outbound Option ECC re
gistry entries.
(This registry file must be edited and run on the CTI OS server.)
Once the Outbound Option ECC variables have been added to the standard CTI Toolkit Agent
Desktop (Win32), the values can be set through the grid. (See the "Outbound Option Extended
Call Context Variables (page 44)" section in Chapter 2 for a description of each ECC variable.)
How to Install the CTI Toolkit Outbound Desktop (Win32)
Step 1
Install CTI OS Client and make sure the CTI Toolkit SDK and the Win32 check boxes are
selected.
Note: Refer to the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center
Enterprise & Hosted for detailed information about installing the CTI Toolkit SDK.
Step 2
Access the CTI Toolkit Outbound Desktop (Win32) from the following location:
<Drive Letter>:\Program Files\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32
CIL\Samples\CTI Toolkit Outbound Desktop
Step 3
Double-click the CTIOSOutOptSSoftphone.exe file. The CTI Toolkit Outbound Desktop
(Win32) displays.
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Setting Up Outbound Option in Cisco Desktop Administrator
Setting Up Outbound Option in Cisco Desktop Administrator
This section provides information about setting up Outbound Option with Cisco Desktop
Administrator. When using Outbound Option with CiscoAgent Desktop, outbound calls appear
as inbound calls to the agent, and information about the call appears in the Enterprise Data pane.
Refer to the CAD documentation available online at http://www.cisco.com for more information.
Outbound Option Enterprise Data
To enable Outbound Option enterprise data to appear in the Cisco Agent Desktop Enterprise
Data window, the administrator must edit the Default layout to include some or all Outbound
Option variables. These variables are prefixed with “BA.” (Edit the default enterprise data layout
in the Cisco Desktop Administrator.)
• BAAccountNumber [200]
• BABuddyName [201]
• BACampaign [202]
• BADialedListID [203]
• BAResponse [204]
• BAStatus [205]
• BATimeZone [206]
Note:
• The BAStatus field is required.All other BA fields are optional for Progressive and Predictive
modes. In Preview mode, the Skip button will not work if BADialedListID is not enabled.
• The BABuddyName field is required, if you want to see the customer’s name being called.
• If a call is part of a Preview dialing mode campaign, thefirst letter in the BAStatus field entry
is P. If a call is part of a Direct Preview dialing mode campaign, thefirst letter in the BAStatus
field entry is D.
Adding the Enterprise Data Fields to the Layout List
Follow the instructions below to add the Outbound Option variables.
Step 1
Start Cisco Desktop Administrator.
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Verification
Step 2
In the navigation tree, navigate to the Layout Editor in the Enterprise Data window: Location
> (logical contact center name) > Enterprise Data Configuration > Enterprise Data. Click
the Edit button.
Step 3
Add the following fields to the Layout List by selecting thefield from the Available Fields List,
and then click the left arrow button.
• BAAccountNumber
• BABuddyName
• BACampaign
• BADialedListID
• BAResponse
• BAStatus
• BATimeZone
Step 4
Click OK.
Step 5
Click Apply to save your changes.
Verification
This section provides a series of verification steps to determine if the system has been installed
properly. These steps are designed to pinpoint any problems that might exist in the setup before
actually attempting to deploy the Dialer. If problems occur while using this product, please refer
to this section before contacting Cisco Technical Support (TAC).
Note: This section assumes that the Outbound Option application is installed and at least one
Dialer has been configured along with its associated port map. This section also assumes that
the Dialer port map has been exported and configured on CallManagerUnified CM using the
BAT tool.
Check the Dialer Component Status Bar
The Dialer component process status bar provides a lot of details about the health of the
installation even before any campaign configuration is initiated or before any call is placed.
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Figure 15: SIP Dialer Dialer Component Status Bar
The first block of data shows the Dialer’s customer instance, node name, and process name.
This can be used if TAC asks you to interrogate the system while debugging a problem for a
case.
The next block shows the Campaign Manager connectivity status. This status is either A for
active or X for disconnected. If the Campaign Manager connectivity status is X, that means that
the Dialer is not connected to the Campaign Manager.
Try pinging from the Dialer to the Campaign Manager machine by hostname and by IP
Address.
• If the ping fails for the IP address, then recheck that it is the correct IP address, and
troubleshoot network connectivity.
– Check to see whether the Logger Side A node is running.
– Check to verify whether Outbound Option has been enabled in the Logger Side A setup,
and that the Campaign Manager process is running.
• If the ping is successful for the IP address but not for the DNS hostname, check that the DNS
hostname is correct and whether it is properly configured in the system’s DNS server.
• If the ping is successful, then recheck the Dialer component setup to see if the Dialer
component setup contains the wrong address or port number for the side A Logger.
The third block shows CTI Server connectivity status. This status is either A for active or X for
disconnected. If the status is X then the Dialer cannot connect to either CTI Server on side A
or side B.
Try pinging from the Dialer to the CTI Server/PG machines by hostname and by IP address.
• If the ping fails for the the IP address,
– Recheck that it is the correct IP address, and troubleshoot network connectivity.
– Check to see whether the CTI Server processes are running.
• If the ping is successful for the IP address but not for the DNS hostname, check that the DNS
hostname is correct and whether it is properly configured in the system’s DNS server.
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• If the ping is successful, then recheck the Dialer component set up to see if the Dialer
component set up contains the wrong address or port number for the CTI Server.
• The PG might not be online. Check to make sure that the PG has been enabled properly in
the ICM Router setup.
The fourth block shows the state of all Dialer ports. The first value, C, shows the total number
of configured ports. The second value, R, shows the total number of ready ports. Finally, the
third value, B, reports the number of Dialer ports that are blocked. (This is more of a runtime
activity; it is unusual for ports to be blocked.)
If the number of ports Configured is zero, then the Dialer is not getting port configuration from
the Campaign Manager component. Check to verify that ports are configured.
If the number of Ready ports is zero, check to see whether the IPCC PG has been started.
The next block shows connectivity status with the MR PIM. This status is either A for active,
X for disconnected, or NR, which means connected but not yet able to route. (The U status is
rarely seen and indicates that a particular connectivity object within the Dialer has not been
created yet.)
- If the MR Status is X, then check the connectivity by doing the following:
• Ping the MR PG address by hostname or IP address.
• Double check the MR PG address and port configured in the Dialer component setup.
If the MR PG status isNR, then that indicates that the Media Routing connection is established.
Check to see if the MR PG is online by looking at its status window.
The final block shows connectivity status with the SIP Proxy orVoice Gateway that is connected
to the SIP Dialer. This status is either A for active or X for disconnected.
Verify the Critical Configuration Steps
In the Dialer Configuration Component, click the Port Map Selection tab and ensure the Dialer
is assigned to a Unified CM PG.
Verify the Database Configuration
The procedure for verifying that the database configuration is properly set up for SQL Server
varies, depending on the installed version of SQL Server.
For SQL Server 2005, perform the following steps:
1. Open the SQL Server Management Studio.
2. Expand the databases.
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3. Select the <cust instance_baA> Outbound Option database.
4. Click the Files page.
5. In the database file row, click the button in theAutogrowth column. A Change Autogrowth
dialog box appears.
6. Ensure that the Enable Autogrowth box is checked. Click OK
7. In the log file row, click the button in the Autogrowth column. A Change Autogrowth
dialog box appears.
8. Ensure that the Enable Autogrowth box is checked. Click OK
9. Click the Options page.
10. On the Recovery Model pulldown menu, select Simple.
11. Click OK.
For earlier SQL Server versions, perform the following steps:
1. Open the SQL Server Enterprise Manager.
2. Right-click the <cust instance_baA> Outbound Option database.
3. Select the Properties menu option. The Properties dialog box displays.
4. Click the Data Files tab.
5. Validate that the Automatically grow file check box is checked.
6. Click the Transaction Log tab.
7. Validate that the Automatically grow file check box is checked.
8. Click the Options tab.
9. Set the Recovery Model to Simple.
10. Click OK.
Verify the Router Registry Key
If you are using the Transfer to IVR feature, verify that the following router registry key on
Side A and Side B of the Router has a value of 2.
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<customer
instance>\RouterA/B\Router\
CurrentVersion\Configuration\Global\SkillGroupCallsInQTimerInterval = 2
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Chapter 4: Installing Outbound Option: SIP Dialer
Verification
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Chapter 5
Installing Outbound Option - SCCP Dialer
This chapter, intended for system administrators who will perform the initial installation of
Outbound Option, describes what you need to set up and install the Outbound Option platform
in an SCCP Dialer deployment.
This chapter groups installation activities to minimize switching between configuration and
actual software installation. The general flow lists Unified CCE configuration first, then the
Cisco Unified Communications Manager (Unified CM) configuration, and then the Outbound
Option component software installation and associated database creation.
Note: Cisco Unified Border Element (CUBE) is not supported with the SCCP dialer.
This chapter contains the following topics:
•
•
•
•
•
•
•
•
Installation Task Maps, page 87
Unified CCE Outbound Configuration, page 89
Configuring and Scheduling the Personal Callback Feature, page 96
Cisco Unified Communications Manager/Gateway Configuration, page 99
Outbound Option Software Installation Steps, page 101
Installing the Cisco CTI Controls, page 106
Setting Up Outbound Option in Cisco Desktop Administrator, page 107
Verification, page 109
Installation Task Maps
Unified CCE Outbound Configuration
The first phase of installing Outbound Option is configuring Unified CCE and Outbound Option
components. The following table lists the steps that comprise Unified CCE Outbound
configuration in the order that the steps should be performed, and provides pointers to where
the tasks are discussed.
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Installation Task Maps
Table 7: IPCC Enterprise Outbound Configuration Steps
Step Number
Task
IPCC Enterprise Procedure System PG Procedure
1
Configure the IPCC PG
Configure the IPCC PG
(page 90)
Configure the IPCC PG
(page 90)
2
Configure the Dialer component
Configuring the Dialer
Component (page 90)
Configuring the Dialer
Component (page 90)
3
Configure the port map
Configuring the Port Map
(page 92)
Configuring the Port Map
(page 92)
4
Create a Network VRU
Creating a Network VRU
(page 93)
Creating a Network VRU
(page 93)
5
Configure the Media Routing PG
Configuring the Media
Configuring the Media
Routing PG (MR PG) (page Routing PG (MR PG) (page
93)
93)
6
Configure a Skill Group
Configuring a Skill Group
(page 94)
Configuring a Skill Group
(page 94)
7
Create a Dialed Number
Creating a Dialed Number
(page 94)
Creating a Dialed Number
(page 94)
8
Create Translation Route To IVR
IPCC Enterprise
Documentation
IPCC Enterprise
Documentation
9
Configure System Options
Configuring System Options Configuring System Options
(page 95)
(page 95)
10
Enable ECC Variables
Enabling ECC Variables
(page 95)
11
Configure and schedule personal
callbacks (optional)
Configuring and Scheduling Configuring and Scheduling
the Personal Callback Feature the Personal Callback
Feature (page 96)
(page 96)
Enabling ECC Variables
(page 95)
Cisco Unified Communications Manager/Gateway Configuration
The following tables list the steps that comprise Unified CM configuration in the order that the
steps should be performed, and provides pointers to where the tasks are discussed.
Table 8: Cisco Unified Communications Manager Configuration Steps for Deployments with SCCP Dialer
Step Number
Task
IPCC Enterprise
Procedure
System PG Procedure
1
Configure a separate Device Pool for each Dialer
Cisco Unified
Communications
Manager
Administration Guide
Cisco Unified
Communications
Manager
Administration Guide
2
Configure a separate Unified Communications
Manager Manager Group for each Dialer’s Unified
CM subscriber
Cisco Unified
Communications
Manager
Administration Guide
Cisco Unified
Communications
Manager
Administration Guide
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Unified CCE Outbound Configuration
Step Number
Task
IPCC Enterprise
Procedure
System PG Procedure
3
Import Dialer Ports and assign to the PG’s CTI
Application User, assigning Dialer ports for each
Dialer component to a distinct device pool
Importing and
Importing and
Assigning Dialer Ports Assigning Dialer Ports
(page 99)
(page 99)
4
Disable Tone on Hold/ Music on Hold for the Dialer Cisco Unified
Communications
Manager Features and
Services Guide
Cisco Unified
Communications
Manager Features and
Services Guide
5
Disable Ring Tone for Dialer Transfer
Disabling Ringback
During Transfer To
Agent (page 100)
Disabling Ringback
During Transfer To
Agent (page 100)
6
Set Up Auto Answer on agent phone if zip tone
required
Configuring Auto
Answer on Agent
Phones (page 101)
Configuring Auto
Answer on Agent
Phones (page 101)
Software Installation and Database Creation
The third phase in installing Outbound Option is Outbound Option component software
installation and associated database creation. The following table lists the steps that comprise
software installation and database creation in the order that the steps should be performed and
provides pointers to where the tasks are discussed.
Table 9: Software Installation and Database Creation Steps
Step Number
Task
IPCC Enterprise
Procedure
System PG Procedure
1
Install the Outbound Option private database Creating the Outbound Creating the Outbound
Option Private
on the Logger Side A platform
Option Private
Database (page 101) Database (page 101)
2
Install the Dialer component on the PG
platform
Installing the Dialer
Installing the Dialer
Component (page 103) Component (page 103)
3
Edit Dialer-related Registry values
Dialer Post-Install
Dialer Post-Install
Registry Configuration Registry Configuration
(page 104)
(page 104)
4
Modify JTAPI for Calls to Invalid Numbers Modifying JTAPI for
Calls to Invalid
Numbers (page 105)
5
Install the MR PG on the PG platform
Modifying JTAPI for
Calls to Invalid
Numbers (page 105)
Installing the MR PG Installing the MR PG
(page 105)
(page 105)
Unified CCE Outbound Configuration
This section provides procedures for the tasks associated with Unified CCE Outbound Option
configuration.
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Unified CCE Outbound Configuration
Configure the IPCC PG
Perform the following steps to configure the IPCC PG (PG1):
Step 1
In ICM Configuration Manager, open the PG Explorer tool.
Step 2
Click Retrieve, then click Add. Add an IPCC PG.
Step 3
Enter the name (for example, PG1_IPCC)
Step 4
Select the CallManager or PG Generic PG Type.
Step 5
Add a peripheral.
Step 6
Enter the name (for example, PG1_IPCC_PIM1).
Step 7
On the Peripheral tab, click the Enable post routing checkbox.
Step 8
Select the Default Desk Setting from the drop-down list box.
Step 9
On the Routing Client tab, enter the routing client name (for example, IPCC_PIM1_Voice).
Step 10
Select the Cisco_Voice option from the Default media routing domain drop-down list box.
Step 11
Click Save.
Step 12
Record the assigned Logical Controller ID since this number will be needed later in the procedure:
____________________.
Step 13
Record the assigned Peripheral ID since this number will be needed later in the procedure:
____________________.
Configuring the Dialer Component
Perform the following steps to configure the Dialer component.
Step 1
Make sure that all ICM services are running.
Step 2
Open the ICM Configuration Manager.
Step 3
Double-click the Outbound Option - Dialer option to display the Outbound Option Dialer
configuration window.
Step 4
Click the Retrieve button.
Step 5
Click the Add button to add a new Dialer.
Step 6
Enter the following information in the Dialer General Tab fields.
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Unified CCE Outbound Configuration
Table 10:
Field
Description
Dialer Name (required)
The name of the system where the dialer is
located. Maximum 32-character string,
including alpha-numeric characters, periods (.),
and underscores (_). Alphabetic characters can
be upper- or lower-case. The name must begin
with an alpha-numeric character, and must not
contain spaces.
Computer Name (required)
Maximum 32-character string, including
alpha-numeric characters, periods (.),
underscores (_), and hyphens (-). Alphabetic
characters can be upper- or lower-case. The
name must begin with an alpha-numeric
character and must not contain spaces.
Enable
Click the check box to enable or disable this
dialer for all campaigns.
ICM Peripheral Name (required)
Select a preconfigured peripheral name. This
field is a dropdown menu and not editable.
Dialer Type
Select SCCP (Skinny Call Control Protocol)
Description
Maximum 255 characters. This description
appears only on this tab page.
General Telephony
Include Area Code when Dialing
When this option is enabled, the dialer uses all
digits to reach local telephone numbers rather
than not using the area code. The default is
Disabled.
Dial prefix
Enter any dialing prefix required by your
location or by your campaigns. For example,
some locations might require the prefix 9 to
reach an outside telephone line.
Long distance prefix
Enter the pre-pended value for all long distance
calls. The Dialer checks the local area codes
against the contact number. If the configured
local area code does not match the area code
in the contact number, the Dialer determines
this number is a long distance call.The default
is 1.
Local area code (comma delimited)
(required)
Enter the area/city code used at your location.
Enter multiple local area codes separated by
commas; for example, "508,978,617" represents
three local area codes.
Hangup Delay (1-10)
Enter the number of seconds that you want the
dialer to wait before reusing a port after a
hangup event. The default is one second.
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Field
Description
Port Throttle
The maximum calls per second rate at which
the Dialer dials outbound calls. Default is 5
calls per second for SCCP Dialer.
Note: If the Dialer is installed in a location outside the U.S., either enter the locally-specific
long distance prefix in the Long distance prefix field or leave the field blank.
Step 7
Click Save.
Configuring the Port Map
Perform the following steps to configure the port map for each Dialer.This specifies the number
of ports available on the Dialer and the extension numbers, which Unified CM assigns to those
ports. The maximum number of ports per SCCP Dialer is 120. Each configured port represents
a Dialer phone device (for example, Cisco 30 VIP) on Unified CM. These Dialer phone devices
carry a greater device weight than standard IP telephones.
Note:
• Extension numbers must be unique across the full enterprise. If there are multiple Unified
CM clusters, the extensions (Unified CM directory number) must still be unique.
• When selecting extension numbers for Dialer ports, be sure to check the following places to
make sure existing numbers are not being used: phone numbers in Unified CM and dial
numbers in the Device Target Explorer tool.
Step 1
In the ICM Configuration Manager Outbound Option Dialer configuration window, click the
Port Map Selection tab to display the port map configuration.
Note: Make sure all agents and skill groups used by Outbound Option are associated with the
Unified CM PG, not the MR PG.
Step 2
To begin adding ports to this Dialer, click the Add button.
Step 3
Configure a set of ports and their associated extensions.
Note: Make sure you provide the same number of ports for all the Dialers configured on the
same peripheral.
Step 4
Click OK. The port mappings display on the Port Map Selection tab.
Step 5
Click Save to save all the configuration information.
Step 6
Click Export. The Select CM Version dialog appears.
Step 7
Click the Unified CM option. (Select the latest Unified CM option if you are using a later version
of Unified CM.)
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Step 8
Click OK and specify the path for the port mapping file.
Step 9
Click Save to save the file. You will import this file later, during Unified CM configuration.
Creating a Network VRU
Perform the following steps to create a Network VRU using the Network VRU Explorer tool.
Step 1
Open the ICM Configuration Manager application.
Step 2
Open the Explorer tools.
Step 3
Open the Network VRU Explorer tool.
Step 4
Create a type 2 VRU to be used during Media Routing (MR) PIM setup. Record the \ VRU
name: ______________.
Step 5
Click Save.
Note: Refer to the ICM Configuration Guide for Cisco Unified ICM Enterprise for detailed
information about the ICM Configuration Manager tools.
Configuring the Media Routing PG (MR PG)
Perform the following steps to configure the MR PG (PG2).
Step 1
In ICM Configuration Manager, open the PG Explorer tool.
Step 2
Click Retrieve, then click Add. Add an MR PG.
Step 3
Enter the name (for example, PG2_MR).
Step 4
Select the MR PG type.
Step 5
Add a peripheral.
Step 6
Enter the name (for example, PG2_MR_PIM1).
Step 7
On the Peripheral tab, check the Enable post routing check box.
Step 8
On the Routing Client tab, enter the routing client name (for example, MR_PIM1_Voice).
Step 9
Select the Cisco_Voice option from the Default media routing domain drop-down list box.
Step 10
On the Advanced tab, select the Network VRU that you created during IPCC installation from
the drop-down list box
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Unified CCE Outbound Configuration
Step 11
Click Save.
Step 12
Record the assigned Logical Controller ID since this number will be needed later in the procedure:
____________________.
Step 13
Record the assigned Peripheral ID since this number will be needed later in the procedure:
____________________.
Configuring a Skill Group
Perform the following steps to create a skill group for the IPCC PG using the Skill Group
Explorer tool:
Step 1
In ICM Configuration Manager, open the Skill Group Explorer tool.
Step 2
Make sure the IPCC PIM created in the section Configure the IPCC PG (page 90) displays in
the Select filter data section.
Step 3
Click Retrieve.
Step 4
Click Add Skill Group.
Step 5
Set the Media Routing Domain to the Cisco_Voice option.
Step 6
Enter a peripheral name and number (record them):____________________. (You can either
enter a name or allow the system to generate the name.)
Step 7
Enable the ICM picks the agent checkbox.
Step 8
Click Add Route.
Step 9
Enter a name for the new route (any name is allowed).
Step 10
Click Save.
Creating a Dialed Number
Perform the following steps to create a dialed number for the MR PG.
Step 1
In ICM Configuration Manager, open the Dialed Number/Script Selector List tool
Step 2
Click Add, then enter a dialed number for the MR PG.
Step 3
Select the MR routing client from the drop-down list box.
Step 4
Select Cisco_Voice from the Media Routing Domain drop-down list box.
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Step 5
Enter the dialed number.
Step 6
On the Dialed Number Mapping tab, click Add.
Step 7
In the Calling Line ID group box, click the All radio button.
Step 8
In the Caller-entered digits group box, click the All radio button.
Step 9
In the Call type drop-down list box, select the MR call type.
Step 10
Click OK on the Dialed Number Map Entry dialog box, then click Save.
Note: To use the Personal Callback feature, a second dialed number is required. This dialed
number must have the PersonalCallback dialed number string. As with the previous dialed
number, map all Calling Line IDs and all Caller
-entered digits to the call type previously created
for the MR routing client. Multiple dialers require multiple dialed numbers
—one for each routing
client per skill group.
Configuring System Options
Use the Outbound Option System Options component in the ICM Configuration Manager to
define contact dialing time ranges that will apply to all of your Outbound Option campaigns.
Because this component uses 12-hour time notation, be sure to select AM or PM for your start
and end times.
Step 1
In ICM Configuration Manager, open the Outbound Option System Options component.
Step 2
Click the General Options tab page to define the total dialing time range that all your Outbound
Option campaigns will use, then click OK.
Step 3
Click the Bulk Update tab page to define specific dialing time ranges for telephone numbers,
then click Update All Campaigns.
Enabling ECC Variables
Perform the following steps to enable the Expanded Call Context (ECC) variables using the
System Information tool and the Expanded Call Variable List tool.
Step 1
Open the System Information tool in the Tools/Miscellaneous folder in the ICM Configuration
Manager application.
Step 2
Enable the Expanded call context enabled check box.
Step 3
Click Save.
Step 4
Open the List tools.
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Step 5
Open the Expanded Call Variable List tool.
Step 6
Click all BAxxxx variables (BAAccountNumber, BABuddyName, BACampaign,
BADialedListID, BAResponse, BAStatus, and BATimezone).
Step 7
In the Attributes tab, click the Enabled check box for each variable.
Step 8
Click Save.
Configuring and Scheduling the Personal Callback Feature
The following sections describe how to enable and configure the Personal Callback feature, and
provide information about scheduling a personal callback.
Note: All personal callbacks occur in Preview mode. Be aware that only one dialer on a particular
peripheral is assigned personal callback records.
How to Configure Personal Callbacks
Some personal callback options must be configured through the registry. Furthermore, if a
personal callback record is not associated with a campaign it follo
ws the rules configured within
the registry.
Step 1
Configure the reschedule callback mode in the Outbound Option Campaign Configuration
Component by selecting one of the following options on the Campaign General tab:
• Use the alternate VDN—the call will be routed to the skill group DN for the callback's
associated campaign, if it is available
• Reschedule the personal callback to the same time the next business day
• Abandon the personal callback
Step 2
Open the HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance
name>\LoggerA\BlendedAgent\CurrentVersion folder in the Outbound Option registry.
Step 3
Configure the personal callback registry entries listed in the following table.
Name
Default Description
Value
CallbackTimeLimit
15
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Calculates the callback time range for each
personal callback in minutes. The
Campaign Manager queries the Personal
Callback List for callback records where
the CallbackDateTime value is between
the current time and the sum of the current
time minus the CallbackTimeLimit.
Chapter 5: Installing Outbound Option - SCCP Dialer
Configuring and Scheduling the Personal Callback Feature
Name
Default Description
Value
PersonalCallbackTimeToRetryBusy
1
Sets the amount of time, in minutes, that
the Outbound Option Dialer waits before
retrying a personal callback when the
customer’s phone is busy (minimum value
is 1; maximum value is 10).
PersonalCallbackTimeToRetryNoAnswer
20
Sets the amount of time, in minutes, that
the Outbound Option Dialer waits before
retrying a personal callback when the
customer does not answer the phone
(minimum value is 5; maximum value is
60).
PersonalCallbackTimeToRetryReservation 5
Sets the amount of time, in minutes, that
the Outbound Option Dialer waits before
retrying to reserve an agent if the agent is
not available (minimum value is 1;
maximum value is 10).
PersonalCallbackMaxAttemptsDefault
5
Sets the maximum number of times a
personal callback will be attempted
(minimum value is 1; maximum value is
20). When the number of maximum
attempts reaches 0, the record is not tried
again and the status is set to “M” (max-ed
out).
PersonalCallbackTimeToCheckForRecords 5
The interval time, in minutes, at which the
Outbound Option Dialer checks the
Campaign Manager for personal callback
records (minimum value is 1; maximum
value is 30).
PersonalCallbackDaysToPurgeOldRecords 5
The number of days after the personal
callback has been scheduled to keep the
record before it is purged (minimum value
is 1; maximum value is 30).
PersonalCallbackRecordsToCache
20
The number of personal callback records
to send to the Outbound Option Dialer at
one time (minimum value is 5; maximum
value is 100).
PersonalCallbackSaturdayAllowed
0
Indicates whether personal callbacks are
allowed on Saturdays:
• 0: Personal callbacks are not allowed on
Saturdays and will be scheduled for the
next allowable day. For example, a
personal callback which fails to reach
the customer on a Friday will be
rescheduled for the following Monday.
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Name
Default Description
Value
• 1: Personal callbacks are allowed on
Saturdays.
PersonalCallbackSundayAllowed
0
Indicates whether personal callbacks are
allowed on Sundays:
• 0: Personal callbacks are not allowed on
Sundays and will be scheduled for the
next allowable day. For example, a
personal callback which fails to reach
the customer on a Friday will be
rescheduled for the following Monday.
• 1: Personal callbacks are allowed on
Sundays.
PersonalCallbackCallStatusToPurge
C, M String containing the call status types to
consider when purging old personal
callback records. For example, if the string
contains “C,M,F,L,I,” all calls with these
call statuses will be purged from the
database. (If the registry entry is missing,
the default is assumed.)
Note: The call status values can optionally
be delimited using a comma, a hyphen, a
semi-colon, or a colon.
PersonalCallbackNoAnswerRingLimit
Step 4
4
The number of times a customer phone
rings before being classified as an
unanswered call (minimum value is 2;
maximum value is 10).
Set up the Personal Callback reservation script using the Script Editor application.
• Add a Wait node after the Queue to Agent node using a value that is less than the
TimeToWaitForMRIResponse Dialer registry setting (default value of 600 seconds equals
10 minutes).
• Like all reservations scripts, the script should end in a Release Node instead of an End Node
in order to avoid cluttering up the Router Log Viewer with "No Default Label" errors.
For example, the following Personal Callback reservation script uses the nodes described above:
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Cisco Unified Communications Manager/Gateway Configuration
Figure 16: Personal Callback Reservation Script
Cisco Unified Communications Manager/Gateway Configuration
This section provides procedures for the tasks associated with the Cisco Unified Communications
Manager (Unified CM) and gateway configuration.
Importing and Assigning Dialer Ports
Perform the following procedure to import Dialer Ports and assign them to the PG’s CTI
Application User.
Step 1
After configuring the Dialer Port Map, click Select All, then click Export to save the port map
configuration to a CSV-formatted text file. Select the Unified CM version.
Note: Be sure to select the Unified CM release that is compatible with the product release.
Step 2
Use the Cisco Unified CM BAT tool to create a new phone template.
1. Select the Cisco 30 VIP phone choice
2. Enter the template name
3. Set the device pool
4. Choose the Standard 30 VIP phone button template and the device security profile.
5. Save the phone template.
6. Click the line1 template and insert a single line with no speed dials.
7. Click Save.
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Note: When creating a dialer port template using the BAT tool, be careful when selecting the
Device pool. Make sure the correct region is set to ensure it will work across different audio
codecs.
Step 3
Select Bulk Administration > Upload Download. Click Add New. Browse to the CSV file,
select Phones, select Insert Phones > Specific Details, then click Save.
Step 4
Select Bulk Administration > Phones > Insert Phones. Select the file name and the phone
template name, click Run Immediately, then click Submit.
To see the status of this job, select Bulk Administration > Job Scheduler, then click the Find
button.
Step 5
Associate the newly created devices with a PG user. In the Unified CM Administration window,
select User Management > Application User, then click Find.
Step 6
Click the Device Association link. In the Device List Filter, select the Directory Number and
then enter the first few digits of the newly created Dialer ports.
Step 7
Click Select Devices. Make sure the check box next to each Dialer port is checked.
Step 8
Click Save.
Disabling Ringback During Transfer To Agent
Perform the following configuration so that customers do not hear a ringback tone while a call
is being transferred to an agent.
Note: The following configuration is applicable to H323 and SIP only. You cannot disable
Ringback for the Media Gateway Control Protocol (MGCP).
Step 1
Log into the Unified CM Administration window.
Step 2
Select System > Service Parameters. The Service Parameter Configuration screen appears.
Step 3
On the Server and Service pulldown menus, select the Server and Service. For Service, specify
Cisco CallManager.
Step 4
Navigate to the Send H225 User Info Messagepulldown menu. Select the Use ANN for
Ringback option.
Step 5
Click Update.
Step 6
Repeat Steps 1 and 2.
Step 7
On the Server and Service pulldown menus, select the Server and Service. For Service, specify
Cisco IP Voice Media Streaming App.
Step 8
Navigate to the Annunciator (ANN) parameters section of the screen.
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Step 9
On the Run Flag pulldown menu, select False.
Step 10
Click Update.
Configuring Auto Answer on Agent Phones
The Dialer component is preconfigured in install to auto answer Outbound Option related calls
to the Outbound Option agent. However, this default configuration does not provide a zip tone
to the agent, so the agent needs to pay attention to their agent application to know when a
customer call has been delivered.
To enable zip tone, the solution is the same as it is for Unified CCE, which is to enable
auto-answer on the agent’s phone configuration in Unified CM. This solution adds about a
second onto the transfer time.
For Mobile Agents using the nailed up connection, the Unified CM auto answer setting will not
provide a zip tone, but Unified CCE does provide an option for playing a notification tone to
the agent using the agent desk settings.
If auto answer is enabled in the agent desk settings or in the Dialer component, in conjunction
with the Unified CM, it can cause problems. Therefore, the recommendation is to disable the
auto answer option in the Dialer component, and enable it either in the agent desk settings or
in Unified CM.
Outbound Option Software Installation Steps
This section discusses the tasks associated with installing Outbound Option and related
components.
Note: Important: Before you perform the installation procedures in this section, youmust stop
the Router, the Logger, the AW, and the Agent PGs in ICM Service Control. You must also
enable Outbound Option in the Logger setup before creating the Outbound Option database.
ICMDBA cannot create the Outbound Option database without enabling it in the Logger.
Creating the Outbound Option Private Database
Before you use Outbound Option on Unified CCE, you need to estimate the size of the Outbound
Option private database and then create it on the Logger SideA platform using ICM’s ICMDBA
utility.
Note: Unified SCCE automatically creates and sizes the Outbound Option database. Skip this
step if you are deploying Outbound Option with Unified SCCE.
Step 1
Collect the following information:
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• What is the size, in bytes, of each customer record in the import file? If it is less than 128
bytes, use 128. (The size of a record cannot be less than 128 bytes.) (RecordSize)
• How many records will be imported? (RecordCount)
• Will new imports replace or append records already imported?
Step 2
Estimate the contact table size using one of the following formulas:
• If imports are usually overwrite imports: Do not change record count
• If imports are usually append imports: RecordCount = total number of rows that will be kept
in a customer table at any one time
• contact-table-size = RecordSize * RecordCount * 1.18
Step 3
Estimate the dialing list table size using one of the following formulas:
• If imports are usually overwrite imports: RecordCount = number of rows imported * 1.5
(50% more rows will be inserted into the dialing list than imported)
• If imports are usually append imports: RecordCount = total number of rows that will be kept
in all customer table at any one time * 1.5
• dialing-list-table-size = rows in dialing list * 128 bytes * 4.63
Step 4
Calculate the database size using this formula: contact-table-size + dialing-list-table-size.
Step 5
Start ICMDBA by entering ICMdba in Microsoft Windows’ Run dialog box or command
window.
Step 6
Click the Logger and select Database > Create (or click the right mouse button and select
Create).
Step 7
In the Create Database window, specify the Outbound Option database type.
Step 8
Click Add. The Add Device window displays.
Use this window to create a new data device and log device for the Outbound Option database.
Specify the disk drive letter and size in megabytes for each new device. Click OK to create the
device, then click Create. Click Start.
If necessary, you can later edit the device to change storage size, or remove a device, using the
Database > Expand option.
Step 9
Click Close.
Caution: No manual changes to the contents of the outbound database are allowed. Using
triggers in the outbound database is not allowed. Triggers for the dialing lists or personal
callback list should not be added or modified. The Dialer_Detail table in the HDS has the
information required by custom applications. Extract that information from the HDS to
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a separate server where the custom application can process the data without impacting
the HDS.
Upgrading an Outbound Option Database from a Previous Release
If you are upgrading from a previous CCE/CCH release, you must run the Enhanced Database
Migration Tool (EDMT) to upgrade your Outbound Option database to Release 8.0(1). Otherwise,
Campaign Manger will not start, and an alarm is triggered to indicate an incorrect private
database version. See the Upgrade Guide for Cisco Unified ICM/Contact Center Enterprise &
Hosted for instructions on running EDMT.
Installing the Dialer Component
Perform the following steps to install the Dialer component on the Side A PG platform.
Step 1
Make sure all ICM Services are stopped.
Step 2
Run Peripheral Gateway Setup.
Step 3
In the Cisco Unified ICM/Contact Center Enterprise & Hosted Setup dialog box, in the left
column under Instances, select an instance.
Step 4
Click Add in the Instance Components section.
The ICM Component Selection dialog box opens.
Step 5
Click Outbound Option Dialer.
The Outbound Option Dialer Properties dialog box opens.
Step 6
In the initial Dialer Properties dialog box, check Production mode and Auto start at system
startup unless you are specifically told otherwise by your Unified ICM support provider. This
sets the Dialer Service startup type to Automatic, so the Dialer starts automatically when the
machine starts up.
Step 7
For Dialer Type, select SCCP (Skinny Call Control Protocol).
Step 8
Click Next.
Note: Once you create a Dialer, you cannot change the Dialer Type. To switch Dialer types,
you must delete the existing Dialer and create a new Dialer.
Step 9
On the last Outbound Option Dialer Properties dialog box , specify the following information:
• Outbound Option server The host name or IP address of the Outbound Option server. This
is typically the same machine where the Outbound Option Campaign Manager is located.
• CTI server A The host name or IP Address of the machine that has side A of CTI server
installed.
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• CTI server port A The port number the dialer uses to interface with CTI server side A. The
default is 42027.
• CTI server B For duplexed installations, the host name or IP Address of the machine that
has side A of CTI server installed.
• CTI server port B For duplexed installations, the port number the dialer uses to interface
with CTI server side B. The default is 43027.
• Heart beat How often the dialer checks its connection to the CTI server, in milliseconds.
The default value of 500 is usually acceptable.
• Media routing port The port number the dialer uses to interface with the Media Routing
PIM on the Media Routing PG. The default is 3800 ot 3801.
• Call Manager TFTP server The host name or IP address of the CallManager TFTP server.
This is the same machine used for the CallManager publisher.
Step 10
Click Next. A Summary screen appears.
Step 11
Verify that you have specified the correct information. ClickBack to make corrections if needed,
otherwise click Next to begin Dialer installation.
Dialer Post-Install Registry Configuration
After you finish installing the Dialer component, you need to edit the following Dialer-related
Registry values:
• Configure the Dialer throttling on each Dialer in the system. Open ICM Configuration
Manager, select Outbound Option > Dialer, then enter a value in the Port Throttle field. This
field indicates the number of ports to throttle, which helps determine the calls per second
rate at which the Dialer dials outbound calls. For example, a port throttle count=10 and a
time=2 indicates that no more than 5 calls can be started during a 1 second period. If 5 calls
are ready to be dialed, they will be spaced evenly over that 1 second period. The total call
capacity of Unified CM is dependent on several different factors, including the Unified CM
version, inbound call rate, and outbound call rate.
For more details, refer to the SNMP Guide for Cisco Unified ICM/Contact Center Enterprise
& Hosted.
• After the Dialer process runs for the first time, you also need to change the value of the
AutoAnswerCall entry to 0. This disables the auto answer setting in the Dialer registry.
Refer to the Configuring Auto Answer on Agent Phones (page 101) section in this chapter
for details on other options for auto answer that support agent notification of an incoming
call.
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Modifying JTAPI for Calls to Invalid Numbers
You must change the jtapi.ini file on the peripheral gateway, so that dialed calls to invalid
numbers are recorded as progress codes 1, 4, 22, 28, which represent Unallocated_Number,
Send special information tone, Number changed, and Invalid Number Format, respectively, and
not as No_Answer. To make this change, perform the following steps.
Step 1
From the IPCC PG, access a command prompt and set the path to C:\winnt\java\lib. Enter the
command java CiscoJtapiVersion -parms> Jtapi.ini.
Step 2
Go to c:\winnt\java\lib.
Step 3
Open the jtapi.ini file in a text editor.
Step 4
Add the following line, if not already present:
UseProgressAsDisconnectedDuringErrorEnabled=1,4,22,28.
Step 5
Save and close the file.
Step 6
Reboot the PG machine.
Installing the MR PG
Perform the following steps to install the MR PG on the Side A platform.
Step 1
Run ICM Setup to install a PG that corresponds with PG2, which was configured earlier.
Step 2
In the Peripheral Gateway Properties window, select the PG2 PG Node ID and theMediaRouting
Client Type.
Step 3
Click Next.
Step 4
Add a PIM, PIM1.
Step 5
In the MediaRouting Configuration window, enable the PIM.
Step 6
Enter the peripheral name and the peripheral ID (that you recorded at the end of the
Configuring
the Media Routing PG (MR PG) (page 61) procedure ) of the MR_PIM.
Step 7
Set both Application Hostname fields to the computer name of the Outbound Option Dialer.
Step 8
Set the Application Connection Port to the port number that will be used by the Outbound Option
IPCC Dialer (usually 38001).
Step 9
Click Next until Setup finishes. When Setup finishes, click Finish.
Step 10
Repeat the preceding steps to install the MR PG on the Side B PG platform.
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Installing the Cisco CTI Controls
Installing the Cisco CTI Controls
This section describes the installation process for the Cisco CTI controls. It also describes the
Cisco CTI Toolkit Outbound Desktop (Win32) for Unified CCE.
Perform the following procedures to install CTI controls to support Outbound Option on the
desktop.
Refer to the CTI documentation available online at http://www.cisco.com.
Outbound Option Integration with CTI OS
Outbound Option works with CTI OS, which provides an object-based interface to the CTI
Server using the COM and C++ interfaces. These interfaces permit development of agent desktop
applications that interface with Unified ICM software.
Outbound Option is fully compatible with the CTI OS CIL library and the CTI Toolkit Agent
Desktop (Win32). While there are no Outbound Option-specific controls available for the CTI
Toolkit Agent Desktop (Win32), a sample CTI OS Desktop (known as the "Cisco CTI Toolkit
Outbound Desktop (Win32)"), which supports Outbound Option, is shipped with the product
(located in <Drive Letter>:\Program Files\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32
CIL\Samples\CTI Toolkit Outbound Desktop). In addition, the standard CTI Toolkit Agent
Desktop (Win32) can be modified to display all Outbound Option ECC variables in the call
variable grid.
Note: Be aware that CTI OS Release 7.0(0) and greater uses CTI Protocol 11.As a result, there
are a few more CTI fields available in CTI OS (for example, call type, CampaignID, and
QueryRuleID).
When installing, make sure you install the CTI OS Client and select the CTI Toolkit SDK and
the Win32 check boxes in order to access the CTI Toolkit Outbound Desktop (Win32) sample.
(See the "How to Install the CTI Toolkit Outbound Desktop (Win32) (page 80)" section for
more details.)
If you are running Outbound Option with CTI OS, do the following to add Outbound Option
ECC variables to CTI OS Server:
1. Rename the C:\ICM\CTIOS_bin\blendedagent_addecc.reg.txt file to
blendedagent_addecc.reg.
2. Save the blendedagent_addecc.reg read-only file by right-clicking thefile, select Properties,
and then uncheck the Read Only check box.
3. Edit the blendedagent_addecc.reg file and globally change "InstanceName" to the real
system instance name and save it.
4. Double-click on the blendedagent_addecc.reg file to add the Outbound Option ECC
variables to CTI OS.
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Setting Up Outbound Option in Cisco Desktop Administrator
5. In the Node Manager, restart the CTI OS service.
6. Restart all CTI OS Desktop clients to download the new ECC variables.
Refer to the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise
& Hosted for more information. See CTI OS Outbound Option ECC Variable Settings (page
205) for a sample .REGfile which creates the applicable Outbound Option ECC re
gistry entries.
(This registry file must be edited and run on the CTI OS server.)
Once the Outbound Option ECC variables have been added to the standard CTI Toolkit Agent
Desktop (Win32), the values can be set through the grid. (See the "Outbound Option Extended
Call Context Variables (page 44)" section in Chapter 2 for a description of each ECC variable.)
How to Install the CTI Toolkit Outbound Desktop (Win32)
Step 1
Install CTI OS Client and make sure the CTI Toolkit SDK and the Win32 check boxes are
selected.
Note: Refer to the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center
Enterprise & Hosted for detailed information about installing the CTI Toolkit SDK.
Step 2
Access the CTI Toolkit Outbound Desktop (Win32) from the following location:
<Drive Letter>:\Program Files\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32
CIL\Samples\CTI Toolkit Outbound Desktop
Step 3
Double-click the CTIOSOutOptSSoftphone.exe file. The CTI Toolkit Outbound Desktop
(Win32) displays.
Setting Up Outbound Option in Cisco Desktop Administrator
This section provides information about setting up Outbound Option with Cisco Desktop
Administrator. When using Outbound Option with CiscoAgent Desktop, outbound calls appear
as inbound calls to the agent, and information about the call appears in the Enterprise Data pane.
Refer to the CAD documentation available online at http://www.cisco.com for more information.
Outbound Option Enterprise Data
To enable Outbound Option enterprise data to appear in the Cisco Agent Desktop Enterprise
Data window, the administrator must edit the Default layout to include some or all Outbound
Option variables. These variables are prefixed with “BA.” (Edit the default enterprise data layout
in the Cisco Desktop Administrator.)
• BAAccountNumber [200]
• BABuddyName [201]
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• BACampaign [202]
• BADialedListID [203]
• BAResponse [204]
• BAStatus [205]
• BATimeZone [206]
Note:
• The BAStatus field is required.All other BA fields are optional for Progressive and Predictive
modes. In Preview mode, the Skip button will not work if BADialedListID is not enabled.
• The BABuddyName field is required, if you want to see the customer’s name being called.
• If a call is part of a Preview dialing mode campaign, thefirst letter in the BAStatus field entry
is P. If a call is part of a Direct Preview dialing mode campaign, thefirst letter in the BAStatus
field entry is D.
Adding the Enterprise Data Fields to the Layout List
Follow the instructions below to add the Outbound Option variables.
Step 1
Start Cisco Desktop Administrator.
Step 2
In the navigation tree, navigate to the Layout Editor in the Enterprise Data window: Location
> (logical contact center name) > Enterprise Data Configuration > Enterprise Data. Click
the Edit button.
Step 3
Add the following fields to the Layout List by selecting thefield from the Available Fields List,
and then click the left arrow button.
• BAAccountNumber
• BABuddyName
• BACampaign
• BADialedListID
• BAResponse
• BAStatus
• BATimeZone
Step 4
Click OK.
Step 5
Click Apply to save your changes.
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Verification
Verification
This section provides a series of verification steps to determine if the system has been installed
properly. These steps are designed to pinpoint any problems that might exist in the setup before
actually attempting to deploy the Dialer. If problems occur while using this product, please refer
to this section before contacting Cisco Technical Support (TAC).
Note: This section assumes that the Outbound Option application is installed and at least one
Dialer has been configured along with its associated port map. This section also assumes that
the Dialer port map has been exported and configured on CallManagerUnified CM using the
BAT tool.
Check the Dialer Component Status Bar
The Dialer component process status bar provides a lot of details about the health of the
installation even before any campaign configuration is initiated or before any call is placed.
Figure 17: Dialer Component Status Bar
The first block of data shows the Dialer’s customer instance, node name, and process name.
This can be used if TAC asks you to interrogate the system while debugging a problem for a
case.
The next block shows the Campaign Manager connectivity status. This status is either A for
active or X for disconnected. If the Campaign Manager connectivity status is X, that means that
the Dialer is not connected to the Campaign Manager.
Try pinging from the Dialer to the Campaign Manager machine by hostname and by IP
Address.
• If the ping fails for the IP address, then recheck that it is the correct IP address, and
troubleshoot network connectivity.
– Check to see whether the Logger Side A node is running.
– Check to verify whether Outbound Option has been enabled in the Logger Side A setup,
and that the Campaign Manager process is running.
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• If the ping is successful for the IP address but not for the DNS hostname, check that the DNS
hostname is correct and whether it is properly configured in the system’s DNS server.
• If the ping is successful, then recheck the Dialer component setup to see if the Dialer
component setup contains the wrong address or port number for the side A Logger.
The third block shows CTI Server connectivity status. This status is either A for active or X for
disconnected. If the status is X then the Dialer cannot connect to either CTI Server on side A
or side B.
Try pinging from the Dialer to the CTI Server/PG machines by hostname and by IP address.
• If the ping fails for the the IP address,
– Recheck that it is the correct IP address, and troubleshoot network connectivity.
– Check to see whether the CTI Server processes are running.
• If the ping is successful for the IP address but not for the DNS hostname, check that the DNS
hostname is correct and whether it is properly configured in the system’s DNS server.
• If the ping is successful, then recheck the Dialer component set up to see if the Dialer
component set up contains the wrong address or port number for the CTI Server.
• The PG might not be online. Check to make sure that the PG has been enabled properly in
the ICM Router setup.
The fourth block shows the state of all Dialer ports.The first value, C, shows the total configured
ports derived from the port map configuration. The second value, R, shows the total number of
ports registered with Unified CM. Finally, the third value, B, indicates the number of Dialer
ports that failed to register with Unified CM. The third value also reports the number of Dialer
ports that are blocked. (This is more of a runtime activity; it is unusual for ports to be blocked.)
If the number of ports Configured is zero, then the Dialer is not getting port configuration from
the Campaign Manager component. Check to verify that ports are configured.
If the number of ports Registered is zero, then the Dialer component is having trouble registering
with Unified CM.
• Check the TFTP server address in the Dialer component setup configuration.
• Check to see whether Unified CM is configured correctly. In particular, check if the port
map has been imported and the ports have been registered to the JTAPI user for the IPCC
PG.
• Check to see whether the IPCC PG has been started.
• Check to see whether the JTAPI Gateway has finished configuring. If it has not, wait for it
to finish.
• Verify that Unified CM and CTI Manager are running.
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• Check to see if DNS name (of your PG) is resolving the CUCM IP address
The final block shows connectivity status with the MR PIM. This status is either A for active,
X for disconnected, or NR, which means connected but not yet able to route. (The U status is
rarely seen and indicates that a particular connectivity object within the Dialer has not been
created yet.)
- If the MR Status is X, then check the connectivity by doing the following:
• Ping the MR PG address by hostname or IP address.
• Double check the MR PG address and port configured in the Dialer component setup.
If the MR PG status isNR, then that indicates that the Media Routing connection is established.
Check to see if the MR PG is online by looking at its status window.
Verify the Critical Configuration Steps
In the Dialer Configuration Component, click the Port Map Selection tab and ensure the Dialer
is assigned to a Unified CM PG.
Verify the Unified CM Connectivity
First, verify that each Dialer is able to place calls on Unified CM. A diagnostic utility,
DialogicTest, is installed on the Dialer machine in the \icm\bin directory. From the \icm\bin
directory, execute DialogicTest as follows.
How to Verify Connectivity on Unified CCE Installation
1. For an Unified CCE installation, determine the Dialer’s peripheral ID before executing
the DialogicTest utility. This value can be obtained from the Dialer table stored in the Side
A database of the ICM Logger. Using the SQL query analyzer, run the following query
on the Side A database:
Select * from Dialer
Match the DialerName column with the Dialer that is being configured and note the
peripheral ID (stored in the DialerID column). This ID will be used when launching
DialogicTest.
Note: The Outbound Option IP Dialer must be shut down before running DialogicTest.
2. From the \icm\bin directory on the Dialer, type the following to run the DialogicTest
utility:
Dialogictest softphone <number of ports in the Dialer port map>
<CallManager name or IP address> <dialer ID> <starting channelID>
<custname>
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where:
–
The CallManager name or IP address indicates the Unified CM TFTP server machine.
–
The dialer ID is the numeric identifier obtained above from the Dialer table.
–
The starting channel ID indicates the first port ID in the Dialer (usually 0). This
creates simulated Dialer ports based on the port map configuration.
–
The custname is the ICM customer name.
The following example displays the command syntax and the output log messages.
3. Choose a phone station on the ACD that has a “caller ID” display and note its phone
number. This phone station is called to validate connectivity between the Dialer and the
station. Using DialogicTest, dial this station using the following syntax:
>d 0 <station #> 30
where d is the abbreviation for “Dial,” 0 is the first channel in the port map, station # is
the actual number to reach the phone station, and 30 represents the amount of time
DialogicTest attempts to ring the phone station. For example, to dial station 51001, the
command would be >d 0 51001 30.
The following example displays the command syntax and the output log messages.
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This syntax causes the phone station to ring and display the calling number, which is the
station identifier of the first port in the Dialer port map. Answer the phone station and
speak into the receiver. The DialogicTest utility notes that voice was detected. If the phone
does not ring, the Dialer does not have basic connectivity with the switch and will not
work properly. See the troubleshooting tips (http://docwiki.cisco.com/wiki/
Troubleshooting_Unified_CCE) for help in determining where the problem occurs.
Verify the Dialer Port Map Configuration
Now that basic connectivity has been verified, it is important to verify that the port map which
was configured in the Unified ICM configuration matches the configuration of the switch (or
Unified CM for Unified CCE). The DialogicTest utility is again used for this process.
Note: The Outbound Option IP Dialer must be shut down before running DialogicTest.
How to Verify the Dialer Port Map Configuration
1. Beginning with the first port of the port map (channel 0 in DialogicTest), dial the phone
station used for testing above and verify that the calling number displayed on the station
matches the first port configured in the Dialer port map in Unified ICM software.
For example, to dial station number 1234, use the following command:
>d 0 1234 30
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2. Hang up this channel by typing >h 0 and move to the next channel (channel 1) and dial
the phone station again, similar to the following:
>h 0>d 0 1234 30
Verify that the calling number shown on the station matches the station number con
figured
in the ICM Dialer port map.
3. Hang up this channel by typing >h 1 and move to channel 2. Continue this procedure for
the entire port map to verify that the station numbers configured in Unified ICM software
match the actual numbers on the switch. If there is a mismatch in this configuration, the
Dialer will not work properly.
If this is an Unified CCE configuration and the BAT tool was used to configure the devices
on Unified CM, it is satisfactory to test only a few ports in the range. If the Dialer is
connected to a switch using an Analog link, each port must be tested as it is possible to
miswire this connection for a small number of ports, which creates problems in the Dialer
that are difficult to find.
Verify the Database Configuration
The procedure for verifying that the database configuration is properly set up for SQL Server
varies, depending on the installed version of SQL Server.
For SQL Server 2005, perform the following steps:
1. Open the SQL Server Management Studio.
2. Expand the databases.
3. Select the <cust instance_baA> Outbound Option database.
4. Click the Files page.
5. In the database file row, click the button in theAutogrowth column. A Change Autogrowth
dialog box appears.
6. Ensure that the Enable Autogrowth box is checked. Click OK
7. In the log file row, click the button in the Autogrowth column. A Change Autogrowth
dialog box appears.
8. Ensure that the Enable Autogrowth box is checked. Click OK
9. Click the Options page.
10. On the Recovery Model pulldown menu, select Simple.
11. Click OK.
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For earlier SQL Server versions, perform the following steps:
1. Open the SQL Server Enterprise Manager.
2. Right-click the <cust instance_baA> Outbound Option database.
3. Select the Properties menu option. The Properties dialog box displays.
4. Click the Data Files tab.
5. Validate that the Automatically grow file check box is checked.
6. Click the Transaction Log tab.
7. Validate that the Automatically grow file check box is checked.
8. Click the Options tab.
9. Set the Recovery Model to Simple.
10. Click OK.
Verify the Router Registry Key
If you are using the Transfer to IVR feature, verify that the following router registry key on
Side A and Side B of the Router has a value of 2.
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<customer
instance>\RouterA/B\Router\
CurrentVersion\Configuration\Global\SkillGroupCallsInQTimerInterval = 2
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Chapter 6
Configuring Campaigns and Imports
This chapter, intended for administrators, provides an overview of the Outbound Option
components and information that:
• Provides a high-level overview of creating an Outbound Option campaign
• Describes the tasks that you need to perform in order to create an agent campaign and a
transfer to IVR campaign
• Provides procedures for configuring and scheduling personal callbacks
• Gives instructions for verifying that your Outbound Option system has been configured
correctly
This chapter contains the following topics:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Overview of the Outbound Option Configuration Process, page 118
Understanding Dialing Modes, page 119
Configuration Process Task Maps, page 120
Creating Dialed Numbers, page 122
Creating an Import Rule, page 123
Creating a Query Rule, page 127
Creating a Campaign, page 128
Notes on Editing a Campaign in Progress, page 137
Creating a Call Type, page 137
Setting Up the Reservation Script, page 137
Configure a Transfer to IVR Script, page 138
Setting Up the Administrative Script, page 141
Sample Administrative Scripts, page 144
Mapping Scripts and Call Types and Dialed Numbers, page 146
Single Dialer Options (SCCP Dialer Only), page 146
Configuring a Translation Route for Use with SIP Dialer, page 148
Configuring Outbound Option Multi-Tenant Customer Instances, page 149
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Overview of the Outbound Option Configuration Process
• Configuring SIP Dialer Recording Parameters, page 150
• Verifying the DN/Script Selector Configuration, page 151
• Verifying Your Campaign Configuration, page 151
Overview of the Outbound Option Configuration Process
The process of configuring Outbound Option involves the following procedures:
• Configuring dialed numbers (DNs) for agent reservation and transferring to IVR.
• Creating a skill group and a route that the campaign will use
• Creating an import rule to schedule contact and do-not-call imports
• Creating a query rule to filter contact records based on SQL queries and associate those
records with an import
• Create a campaign to define campaign settings, such as the campaign name, description,
answering machine detection, personal callback settings, dial settings, query rule selections,
and skill group selections
• Create call types to map the DNs to a reservation or transfer to IVR routing script
• Create reservation, transfer to IVR, and administrative scripts
The following figure provides a high-level overview of this process.
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Understanding Dialing Modes
The sections Agent Campaign Tasks (page 120) and Transfer to IVR Campaign Tasks (page
121) provide a complete list of tasks associated with creating those campaigns.
Understanding Dialing Modes
Outbound Option supports three different types of outbound dialing modes:
• Predictive Dialing (page 119): The Dialer component determines the number of customers to
dial per agent, based on the abandoned rate. The agent must take the call if logged into a
campaign skill group.
• Preview Dialing (page 119): The agent gets to preview customer information on their desktop,
and can choose to contact the customer, skip to another customer, or reject the call.
• Progressive Dialing (page 120): The administrator can specify a fixed number of lines to dial
per agent instead of the Dialer component determining the number of lines. The agent must
take the call if logged into a campaign skill group.
Note: For agent campaigns, all three modes reserve an agent at the beginning of every outbound
call cycle by sending the agent a reservation call.
Predictive Dialing
A Predictive Dialer is designed to increase the resource utilization in any call center. It is designed
to dial several customers per agent. After reaching a live contact, the Predictive Dialer transfers
the customer to a live agent along with a screen pop to the agent’s desk. The Predictive Dialer
determines the number of lines to dial per available agent based on the target abandoned
percentage.
Predictive Dialing Description
Outbound Option predictive dialing works by keeping outbound dialing at a level where the
abandon rate is below the maximum allowed abandon rate. For example, each campaign is
configured with a maximum allowed abandon rate. In Predictive mode, the Dialer continuously
increments the number of lines being dialed per agent until the abandon rate rises to the
preconfigured maximum abandon rate. At this point, the Dialer begins lowering the lines per
agent until the abandon rate goes below the preconfigured maximum. In this way, the Dialer
stays just below the preconfigured maximum abandon rate. Under ideal circumstances, the
Dialer internally targets an abandon rate of 85% of the preconfigured maximum abandon rate.
Due to the random nature of outbound dialing, the actual attainable abandon rate at any given
point in time may vary for your Dialer.
Preview Dialing
Preview dialing reserves an agent prior to initiating an outbound call and presents the agent
with a screen pop. The agent may thenAccept, Skip, or Reject the call with the following results:
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• If the agent "Accepts" the call, the customer will be dialed and transferred to the agent.
• If the agent "Skips" the call, the agent will be presented with another customer call.
• If the agent "Skips-Closes" the call, the record is closed so it will not be called again, and
the agent is presented with another customer call.
• If the agent "Rejects" the call, the agent will be “released.” At this point, the system might
deliver the agent another Preview outbound call or a new inbound call.
• If the agent "Rejects-Closes" the call, the agent will be "released" and the record is closed
so it will not be called again. At this point, the system might deliver the agent another Preview
outbound call or a new inbound call.
Direct Preview Dialing
This mode is similar to the Preview mode, except that the call is automatically placed by the
Dialer from the agent's phone once the agent accepts. As the call is initiated from the agent's
phone, the agent hears the ringing so there will be zero delay when the customer answers. But
the agent will have to deal with answering machine and other results that the Dialer's CPA
would normally handle for other campaign dialing modes.
Note:
• The Call Progress Analysis (CPA) and the transfer to IVR features are not available while
using Direct Preview Dialing mode.
• In Direct Preview mode there will be no zip tone.
Progressive Dialing
Progressive Dialing is similar to Predictive Dialing (page 119). The only difference is that in
this mode, Outbound Option does not calculate the number of lines to dial per agent, ubt allows
users to configure a fixed number of lines that will always be dialed per available agent.
Configuration Process Task Maps
This section contains configuration process task map tables that list the steps for creating an
agent campaign and a transfer to IVR campaign.
Agent Campaign Tasks
The following table lists the steps that you need to perform in order to create an agent campaign,
in the order that you need to perform these steps, and the location (in this document or in another
Cisco document) of the instructions for the task. The primary difference in configuration steps
between an agent campaign and a transfer to IVR campaign is that the agent campaign requires
an agent reservation script, while the transfer to IVR campaign does not.
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Table 11: Steps for Creating an Agent Campaign
Step Number
Task
Where Discussed
1
Create DN on MR client using IPCC DN tool
Creating Dialed Numbers
(page 122)
2
Create DN for Abandon to IVR. For the SCCP dialer you create Creating Dialed Numbers
this on the CM PG; for the SIP dialer you create this on the MR PG.(page 122)
3
Create DN for AMD to IVR. For the SCCP dialer you create this
on the CM PG; for the SIP dialer you create this on the MR PG.
4
Configure an Import Rule using the Outbound Option Import Rule Creating an Import Rule
tool
(page 123)
5
Configure Query Rule(s) using the Outbound Option Query Rule Creating a Query Rule (page
tool
127)
6
Configure a Campaign using the Outbound Option Import Rule toolCreating a Campaign (page
128)
7
Configure Call Type using IPCC Call Type tool
Creating a Call Type (page
137)
8
Configure Reservation Script using Script Editor
Setting Up the Reservation
Script (page 137)
9
Configure transfer to IVR scripts for AMD and Abandon to IVR
using Script Editor
Setting up Outbound Transfer
to IVR (page 138)
10
Map Scripts to Call Types and DNs using AW Script Editor
Mapping Scripts and Call
Types and Dialed Numbers
(page 146)
11
Configure Administrative Script using Script Editor
Setting up the Administrative
Script (page 141)
12 (SCCP Dialer
only)
Configure CTI Route Points for Abandon and AMD to IVR
Cisco Unified
Communications Manager
Administration Guide
Creating Dialed Numbers
(page 122)
Transfer to IVR Campaign Tasks
The following table lists the steps that you need to perform in order to create a transfer to IVR
campaign, in the order that you need to perform these steps, and the location (in this document
or in another Cisco document) of the instructions for the task.
Step Number
Task
Where Discussed
1
Create DN forAbandon to IVR. For the SCCP dialer Creating Dialed Numbers (page 122)
you create this on the CM PG; for the SIP dialer you
create this on the MR PG.
2
Create DN for AMD to IVR. For the SCCP dialer Creating Dialed Numbers (page 122)
you create this on the CM PG; for the SIP dialer you
create this on the MR PG.
3
Configure an Import Rule using the Outbound
Option Import Rule tool
Creating an Import Rule (page 123)
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Step Number
Task
Where Discussed
4
Configure Query Rule(s) using the Outbound Option Creating a Query Rule (page 127)
Query Rule tool
5
Configure a Campaign using the Outbound Option Creating a Campaign (page 128)
Campaign tool
6
Configure Call Type using IPCC Call Type tool
7
Configure transfer to IVR script using Script Editor Setting up Outbound Transfer to IVR (page
138)
8
Map Scripts to CallTypes and DNs usingAW Script Mapping Scripts and Call Types and Dialed
Editor
Numbers (page 146)
9
Configure Administrative Script using Script Editor Setting up the Administrative Script (page
141)
10 (SCCP Dialer
only)
Configure CTI Route Points forAbandon and AMD Cisco Unified Communications Manager
to IVR
Administration Guide
Creating a Call Type (page 137)
Creating Dialed Numbers
Before you configure an Outbound Option campaign, you need to create the dialed numbers
that you will specify for certain fields on the Campaign Skill Group tab page. The following
table lists these fields, the purpose for the dialed number to be created, and the routing client
associated with that dialed number.
Campaign Skill Group Tab Field
Name
Purpose
Associated Routing Client
Dialed Number
Dialed Number to reserve agents. Not Configure on the MR routing clients
applicable for Transfer to IVR
for each Dialer
campaigns.
After AMD and for transfer to IVR Dialed Number for Transfer to IVR.
For SIP Dialer, configure on the MR
Peripheral PG. For SCCP Dialer,
configure on the agent controller / PG.
Dialed Number for Transfer to IVR.
For SIP Dialer, configure on the MR
Peripheral PG. For SCCP Dialer,
configure on the agent controller / PG.
When no agents are available
For agent campaigns, you need to create all three dialed numbers. oFr transfer to IVR campaigns,
you need to create the dialed numbers for the After AMD and for transfer to IVR field.
Perform the following steps to create these dialed numbers.
Step 1
In ICM Configuration Manager, double-click the Dialed Number/Script Selector List tool.
Step 2
In the Routing Client pulldown menu on the left portion of the screen, select the routing client
listed in the preceding table.
Step 3
Click Retrieve.
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Step 4
Click Add.
Step 5
On the Attributes tab:
a.
For Routing Client, , select the routing client listed in the preceding table.
b.
For Media Routing Domain, select Cisco_Voice.
c.
Enter values in the Dialed Number String/Script Selector and Name fields.
Step 6
Click Save.
Step 7
For Unified CCE configurations that have more than one Dialer component, repeat these steps
to create the dialed number for each media routing client.
Creating an Import Rule
The Outbound Option Import Rule component is where you define the import format of the
user contact list (fixed length or comma-delimited fields), and the information to be found in
the fields of the file, such as the first and last names of your contacts.
There are two types of import rules in Outbound Option:
• Contact - an import rule that you create for a specific campaign.
• Do Not Call - an import rule, created once and applicable to all campaigns, that provides do
not call information to all campaigns
After you have imported your contact list into Unified ICM software using the Outbound Option
Import process, the Import Rule component defines how Outbound Option:
• Locates the imported file and defines the name of the contact table into which the import
places the contact information
• Recognizes and defines the contact list data in the imported file
• Schedules updates for your calling lists imports
Note: Before you start creating an import rule, you need to know the location where you want
Outbound Option to look for the import list.
When attempting to import customer data files from a computer that is running Cisco Security
Agent (CSA), please note the following:
• Make sure the path to the file begins with "<drive>\customer\import" or
"<file://\\computer\customer\import>\\computer\customer\import." This path rule does not
apply if the import file is located on the same computer as the import process.
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• Make sure that the import process user has network and directory read/write access to the
"customer" directory as well as the "import" directory.
• CSA requires file share for import to work, but the shared folder must not be the desktop or
any sensitive Operating System folder.
Note: Also,
Perform the following steps to create an import rule.
1. In ICM Configuration Manager, double-click the Outbound Option Import Rule component.
2. Click the Retrieve button.
3. Click the Add button at the bottom of the list box area of the window.
4. Specify information on the Import Rule General Tab Page (page 124).
5. Specify information on the Import Rule Definition Tab Page (page 125).
6. Specify information on the Import Rule Schedule Tab Page (page 126).
7. Click Save.
Note: If you edit an import rule, changes made to that import rule tak
e effect on the next import.
Import Rule General Tab Page
Specify the following information on the Import Rule General tab page.
Field
Description
Import name (required)
There is a 32-character limit. Examples of import names might be
"Premium Calling List for XYZ", or "Do Not Call List for XYZ." The
default setting is "DoNotCall."
Enable option
This option enables or disables importing for the import rule.
Import type
Choose either Contact or Do_Not_Call from the drop-down list.
Note: If you are creating a Do_Not_Call import, be sure to also properly
format the Do Not Call list file as described in Chapter 5 of the Outbound
Option Guide for Cisco Unified Contact Center Enterprise & Hosted.
Target table name (required)
If you selected Do_Not_Call as the import type, the Import Rule component
automatically assigns it to the DoNotCall table.
If you selected Contact as the import type you can enter any name for the
target table within the following restrictions:
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Field
Description
The name must be a maximum 32-character string, including alpha-numeric
characters, periods (.), underscores (_), and hyphens (-). Alphabetic
characters can be upper- or lower-case. The name must begin with an
alpha-numeric character and must contain no spaces.
Import file path (required)
Enter the directory path name for the import file. The maximum number
of characters allowed is 255. Click the Browse button to the right of the
edit field if you want to browse for the location.
Import data type
Select either the Comma delimited or the Fixed length setting, to indicate
if the file is comma-delimited or if it usesfixed-length columns to separate
fields.
Overwrite table
When enabled, you can overwrite the current import with a new import.
When disabled, new import data is appended to the existing data. Note
that you cannot append a new field to existing import data. Also, you can
not modify or remove existing fields.
Note: Do not perform a file import with the Overwrite table option while
a campaign is in progress. If you do so the Dialer becomes unable to access
records, because a database operation is in progresss on the Dialing List
table.
Once you have specified this information, click Add.
Import Rule Definition Tab Page
Specify the following information on the Import Rule Definition Tab Page.
Field
Description
Standard column type
Choose a column type to use for this data field in the import rule. The
following column types are allowed:
• AccountNumber
• Custom
• FirstName
• LastName
• Phone01 through Phone10 (allowed data: digits 0-9, pound sign (#),
and asterisk (*))
• PhoneExt01 through PhoneExt10 (allowed data: digits 0-9)
Outbound Option removes any single quotes present in the Import file.
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Field
Description
Outbound Option does not use any of the Custom columns. They are only
available for use in the query rule select clause for business specific filtering
into different dialing lists. This data is not sent to the agent desktop.
Field name
The name that you assign to this field. The maximum length is 32
characters.
Type
This drop-down list is greyed out unless you select Custom for the Standard
column type. For a Custom type, select the data type that this field uses.
The following Custom column types are allowed:
• Custom CHAR (up to 255 characters)
• Custom VARCHAR (up to 255 characters)
• Custom DATETIME (data followed by time, US format)
• Custom READ (up to 4 characters, including the decimal point)
• Custom INT (up to 255 characters, decimal point counts as one
character)
The default is the VARCHAR data type.
Note that Outbound Option allows only one column of each of these types
per import rule.
Because Outbound Option does not use any data that appears in a column
labeled Custom, you can have multiple columns that use the Custom
column type.
Field length (1-255)
The number of characters that this field uses to store data. The default is
1.
Decimal places (1-10)
For numeric data fields, enter the number of decimal places you want the
import rule to use.
Allow nulls to be entered for this field
option
If you enable this option, you can have empty data in the import file for
this column.
If you disable this option, you must have data.
The default is Disabled.
Import Rule Schedule Tab Page
Specify the following information on the Import Rule Schedule Tab Page.
Field
Description
Schedule start time
Enter or select the time when the process starts. Because the setting uses
12-hour time notation, be sure to select AM or PM. The time is based on
the local time at the ICM Logger utility. The default is 9:00 AM.
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Field
Description
Weekly option
Enable this option if you want the import rule process to execute on the
same day(s) each week. Enable the day(s) of the week when you want the
process to execute. Disable this option if you do not want the process to
execute weekly.
Monthly option
Enable this option if you want the import rule process to execute on selected
days each month. Enter the day of the month on which you w
ant the process
to execute. Note that if you select a date that does not occur during a
particular month, for example the 31st day of April, the import does not
execute on that month.
Start import when file is present option
Enable this option if you want to import a file as soon as it is copied into
the specified location.
Note: The folder that you specify must have write permissions. Otherwise,
import file copying and renaming cannot occur.
The import process polls every second to see if the importfile has become
available. Once the file is available, the import begins immediately.
Rename File After Import
When selected, specifies that the import file be renamed by appending
".bak" to the file name after the import is complete.
Delete File After Import
When selected, specifies that the import file be deleted after the import is
complete.
Creating a Query Rule
The Query Rule component defines the SQL rule that the Outbound Option Import process uses
to build the dialing list for a particular campaign. In other words, it defines, based on SQL
queries to the database, how the contact records from the Outbound Option database are selected
to be inserted in the dialing list.
Note: Before you create a query rule, you must first have a configured import rule.
Perform the following steps to create a query rule.
Step 1
In ICM Configuration Manager, open the Outbound Option Query Rule component.
Step 2
Click the Retrieve button.
Step 3
Click the Add button at the bottom of the list box area of the window.
Step 4
Specify the following information on the Query Rule General tab page.
Field
Description
Query rule name (required)
Maximum 32-character string, including alpha-numeric
characters, periods (.), and underscores (_). Alphabetic
characters can be upper-case or lower-case. The name must
begin with an alpha-numeric character, and must not
contain spaces.
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Field
Description
Enable option
If you want this query rule to be available for all campaigns,
enable this option. If you do not want this query rule to be
available for all campaigns, disable this option.The default
is Enabled.
Import
Select the name of the import rule that you want to use as
part of this query rule. The drop-down list displays all of
the import rules that you created with the Outbound Option
Import Rule component.
Description
Optionally, enter a description of this query rule. The
description appears only on this tab page.
Rule Clause (required)
To create an SQL rule clause for selecting records, select
items from the Column Name, Operators, and SQL
Functions columns on this tab page, then click Paste to
enter them in the Rule Clause area of the tab page. After
you have created the rule clause, click the Validate Rule
Clause button to perform SQL syntax checks on everything
in the Rule Clause area of the tab page. If SQL returns any
syntax warning or error messages, you can correct any
problems before clicking the Save button at the bottom of
the tab page.
If you want a rule clause to select all records in the input,
specify a rule clause of 1=1.
Update Dialing List
Step 5
If you make changes to this query rule, clicking this button
causes the changes to be updated in the dialing list for all
the campaigns that use this particular query rule (dynamic
update). If you do not click this button, the changes occur
during the next import.
Click Save.
Creating a Campaign
The Outbound Option Campaign component is where you define or modify the settings that
apply to a campaign. You can also add or delete a campaign through this component.
You can define two types of campaigns: agent-based and transfer to IVR. However, only one
campaign type can be configured per campaign.
Before you create a campaign, you must first configure the following
• At least one skill group
• At least one query rule
• The following dialed numbers:
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– A dialed number for accessing the agent reservation script (not required for transfer to
IVR campaigns)
– A dialed number for transferring the call to the IVR forAMD or transfer to IVR campaign
treatment
– A dialed number for transferring the call to the IVR for abandon treatment when no agents
are available.
Perform the following steps to create a campaign.
1. In ICM Configuration Manager, open the Outbound Option Campaign component.
2. Click the Retrieve button.
3. Click the Add button at the bottom of the list box area of the window.
4. Specify information on the Campaign General Tab Page (page 129).
5. Specify information on the Campaign Purpose Tab Page (page 132).
6. Specify information on the Query Rule Selection Tab Page (page 134).
7. Specify information on the Skill Group Selection Tab Page (page 134).
8. Specify information on the Call Target Tab Page (page 136).
9. Click Save.
Campaign General Tab Page
Specify the following information on the Campaign General tab page.
Field
Description
Campaign Name (required)
Maximum 32-character string, including alpha-numeric characters, periods
(.), and underscores (_). Alphabetic characters can be upper- or lower-case.
The name must begin with an alpha-numeric character.
Description
Optional description for the campaign; maximum 255 characters.
Enable option
This option enables or disables the campaign.
Power Dialing
Lines per agent (required)
The number of lines dedicated to each agent in this campaign. Note that if
this value and the Maximum lines per agent value are both set to 1, the mode
defaults to Progressive.
Default = 1.5 (Three lines for every two agents.)
Allowable Range = 1 - 100
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Field
Description
This value does the following in the Outbound Option dialing modes:
• Preview mode: Ignored (always 1).
• Progressive mode: Used as defined.
• Predictive mode: Used as an initial value.
Dialing Options Section
Maximum lines per agent (required)
The upper bound for the number of customers the dialer will dial for a reserv
ed
agent at a time when the campaign is running in predictive mode.
Default = 2
Range = 1 - 100
Abandon calls limit (1-100)
This option only applies to Predictive campaigns.
Enable this option to set an Abandon calls limit (1-100) percentage of
abandoned calls in this campaign. (A call is considered abandoned if a person
answers it and the telemarketer does not connect the call to a sales
representative within two seconds of the person's completed greeting.) The
granularity is to one tenth of a percent. Default = 3.0.
If the option is disabled, then the campaign will dial without regard to the
abandon limit.
Advanced
Clicking the Advanced button brings up a Predictive Dialing Settings dialog
box. On this dialog box, you can change the follo
wing parameters that control
how adjustments are made to the lines per agent in this campaign.
• Voice Calls Per Adjustment
A count of the number of live voice connects that must occur before the
Dialer will make an adjustment. Increasing this number results in less
frequent adjustments based on larger sample size. Decreasing this number
results in more frequent adjustments using a smaller sample size. Default
= 70
• Gain
The size of the adjustment to lines per agent each time an adjustment is
made. Increasing the Gain results in larger lines per agent adjustments;
decreasing the Gain results in smaller lines per agent adjustments. Default
=1
Dial Settings Section
No answer ring limit (2 - 10)
Defines the number of times the software will allow a dialed telephone number
to ring. Enter the maximum number of rings you want to allow. The length
of one ring is specified at the dialer level in the TimeToRingCustomer registry
entry. Default = 4.
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Field
Description
Note: The default behavior is to allow calls to ring for 32 seconds (No answer
ring limit - 4, TimeToRingCustomer key - 8 secs). Assuming the default 8
second TimeToRingCustomer key is used, setting the "No answer ring limit"
to the minimum 2 rings will meet 15 second ring time requirements.
Maximum attempts (1 - 100)
Defines the maximum number of attempts, including callbacks and retries,
that will be made for callbacks. Enter the maximum number of attempts.
Maximum attempts = Zone 1 attempts + Zone 2 attempts. Default = 3.
Modifying this parameter while the campaign is in progress can result in
longer agent idle times and delays to retrieve records from the dialing list.
Abandoned call wait time (0 - 10)
(required)
Minimum duration (in seconds) of an outbound call. If the duration of an
outbound call is less than this specified value, Outbound Option considers
the call as customer abandoned, and the customer record associated with that
call is scheduled for a retry. To disable this feature, set this value to 0. Enter
the number of seconds. Default = 1.
Retries Section
No answer delay
Defines (in minutes) how often the software waits before calling back a
no-answer call. Enter the number of minutes. Default = 60.
Busy signal delay
Defines (in minutes) how long the software waits before calling back a busy
telephone number. Enter the number of minutes. Default = 60.
Customer abandoned delay
If a customer abandons a call, the time (delay in minutes) when the dialer
should call the customer back. Default = 30.
Dialer abandoned delay
If the dialer abandons a call, the time (delay in minutes) when the dialer should
call the customer back. Default = 60.
Answering machine delay
If the call was answered by an answering machine, the time (delay in minutes)
when the dialer should call the customer back. Default = 60.
Customer not home delay
If the customer was not at home and should be called back, the time (in
minutes) when the dialer should call the customer back. Default = 60.
Callback Settings Section
Personalized callback
Enables the personal callback option.This option allows an agent to schedule
a callback to a customer for a particular date and time, which connects the
same agent that initiated the callback to the customer at the time of the
callback.
Reschedule callback mode (required) Determines how Outbound Option should handle the personal callback if the
agent is not available:
• Use the alternate VDN.
• Reschedule the personal callback to the same time the next business day.
• Abandon the personal callback.
Campaign Prefix Digits
Digits to be prefixed to each customer number dialed from this campaign.
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Field
Description
For the SCCP Dialer, this field creates a unique prefix that can be used by the
Unified CM Translation Pattern function to change the ANI that customers
see.
For the SIP Dialer, this field represents the phone number that is advertised
as the calling number for the campaign.
You can enter a maximum of 15 digits in this field.
Campaign Purpose Tab Page
Specify the following information on the Campaign Purpose Tab Page.
Note: You cannot configure both Agent Based campaigns and Transfer to IVR campaigns at
the same time.
Field
Description
Agent Based Campaign
Agent Based Campaign
This type of campaign uses an outbound mode that causes the Dialer to transfer
every customer call associated with a specific skill group to an agent.
Enable IP AMD
If this option is enabled, when the Dialer detects an answering machine, it
does one of the following actions. (Default = Enabled.) Selecting this option
enables answering machine detection for the IP dialers in the system only.
• Abandon Call (default)
Drops the call, marks it as an answering machine, and schedules a retry.
• Transfer to Agent
Transfers the call to an agent.
• Transfer to IVR Route Point
Transfers the call to play a pre-recorded message. (The IVR route point is
configured in the Skill Group Selection dialog box in the Campaign Skill
Group Selection tab.)
• Terminate Tone Detect
Transfers the call after detecting the answering machine beep.
Call Progress Analysis
If this option is disabled, all Call Progress Analysis for all calls made from
this dialer will be disabled on a campaign-by-campaign basis, including ovice
detection, fax/modem detection, and answering machine detection. (Default
= Disabled.)
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Field
Description
If Call Progress Analysis is enabled, you can specify one of the following
additional parameters:
• Record CPA
The Gateway provides a media stream and the Dialer records .wav files.
Transfer to IVR Campaign
Transfer to IVR Campaign
This type of campaign uses an outbound mode that 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
IVR.
Enable IP AMD
If this option is enabled, when the dialer detects an answering machine, it
does one of the following actions. (Default = Enabled.) Selecting this option
enables answering machine detection for the IP dialers in the system only.
• Abandon Call (default)
Drops the call, marks it as an answering machine, and schedules a retry.
• Transfer to IVR Route Point
Transfers the call to play a pre-recorded message. (The IVR route point is
configured in the Skill Group Selection dialog box in the Campaign Skill
Group Selection tab.)
• Terminate Tone Detect
Transfers the call after detecting the answering machine beep.
Call Progress Analysis Parameters
Minimum Silence Period (100-1000)
Minimum silence period required to classify a call as voice detected. If many
answering machine calls are being passed through to agents as voice, then
increasing this value will account for longer pauses in answering machine
greetings. Default is 375.
Analysis Period (1000-10000)
Number of milliseconds spent analyzing this call.If there is a short agent
greeting on an answering machine, then a longer value here will categorize
that answering machine call as voice. If this is a call to a business where the
operator has a longer scripted greeting, a shorter value here will categorize
the long, live greeting as answering machine. Default is 2500.
Minimum Valid Speech (50-500)
Minimum number of milliseconds of voice required to qualify a call as voice
detected. Default is 112.
Maximum Analysis Time (1000-10000) Max number of millseconds allowed for analysis in milliseconds before
identifying a problem analysis as dead air/ low volume. This could also be
due to choppy voice. Default is 3000.
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Field
Description
Maximum Termination Tone Analysis Maximum milliseconds the dialer will analyze an answering machine voice
(1000-60000)
message looking for a termination tone. If the message has an odd tone and
the analysis does not recognize it, the call will not be transferred or dropped
until this time out occurs. Default is 15000.
Reset to System Default
Resets all items in the Call Progress Analysis (CPA) Parameters section to
the system defaults.
Query Rule Selection Tab Page
Specify the following information on the Query Rule Selection Tab Page.
Field
Description
Query rule name
The name of the query rule.
Enable
Enables the query rule for this campaign. Default is enabled.
Start time
The time when a query rule can begin to execute during this campaign; for
example, 6:00 P.M. This time is the local time at the ICM Central Controller.
End time
The time when a query rule must stop executing during this campaign, for
example, 8:00 P.M. This time is the local time at the ICM Central Controller.
Penetration (0-400):
The maximum number of people this campaign tries to contact (not necessarily
talk to) during a query rule execution; for example, 400 contact attempts.
When a query rule reaches the penetration number, it stops executing and the
next query rule in the list begins to execute. Default is 100.
Duration (0-120):
The total amount of time that this query rule can run during this campaign;
for example, 30 minutes. When the query rule reaches the time limit, it stops
executing and the next query rule in the list can begin to execute. Default is
30.
Hit Rate (0-100):
The minimum percentage of calls that can be answered (excluding answers
by answering machines) during this query rule execution, for example 30
percent. If the hit rate drops below this value, the next query rule begins
executing. Default is 30.
Skill Group Selection Tab Page
Specify the following information on the Skill Group Selection Tab Page.
Field
Description
Skill Group Name
The name of the skill group assigned to this campaign.
Overflow Agents per Dialer (0-100)
This setting is sometimes useful for Progressive campaigns if you want to
reduce the abandon rate at the cost of increasing agent idle times. It insures
that there is always at least one extra agent reserved before it will begin
dialing. When this is set to 1, at least two agents need to be reserved before
the dialer will start dialing. The intention is to increase the odds that an agent
will be available when two or more customers answer. This will increase
agent idle times while decreasing the abandon rate.
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Field
Description
Dialed number
The digits that will be dialed to reserve an agent in the configured skill group.
The Dialed Number in IPCC Enterprise allows only alphanumeric and (.)and
(_)as valid characters and does not alllows special characters like
*,@,#...etc,which are actually acceptable for this Dialed number.
Records to cache (20-100)
The minimum number of dialing numbers that each dialer caches for each of
your Outbound Option skill groups. Default is 100.
Note that this value should not exceed 100 records.
The total number of IVR ports allocated for the specific skill group. This
value indicates how many ports are available where the Dialer can transfer
customer calls. Since this value indicates the total number of ports supported
by the IVR for the current skill group, multiple skill groups can mak
e transfer
to IVR calls and can use one IVR to play different messages based on the
route point where the contact is transferred. If there are multiple dialers
associated with this skill group, each dialer will dial a fraction of the total
number of ports.
Number of IVR Ports
Route Points for Transferring to an IVR
After AMD and for transfer to IVR
campaigns
If the campaign is a Transfer to IVR campaign or is configured to transfer
AMD calls to an IVR, this number indicates the route point required toxecute
e
the transfer to IVR routing script. This number should coincide with a route
point configured on Unified CM and assigned to the PGUser. Contacts will
be transferred to this route point, which points to a routing script.This script
will transfer the call to an IVR. The maximum length is 32 characters.
When no agents are available
If the campaign is a Transfer to IVR campaign or is configured to transfer
AMD calls to an IVR, this number enables the Dialer to play a message to
any calls about to be disconnected due to lack of vaailable agents. This number
should coincide with a route point configured on Unified CM and assigned
to the agent PG's CTI application (for example, PGUser). Contacts will be
transferred to this route point, which points to a routing script. This script
will transfer the call to an IVR. The maximum length is 32 characters.
Filter
Peripheral
The name of the Peripheral for which the Skill Groups to be assigned to this
campaign are to be configured. Click Add in the Skill Group Selection tab
to display a pop-up window listing the configured Peripherals.
Skill Group Condition
Select the condition for filtering the skill groups associated with the selected
peripheral. Then click Retrieve.
• None - This means no filter is selected andValue filter is ignored. All Skill
Group records assigned to the selected peripheral are displayed.
• Contains, Ends With, Starts With - Select one of these conditions and enter
an appropriate entry in the Value field. The filtered Skill Group records
assigned to the selected peripheral are displayed.
Value
The entry in this field is based on the selections made in the Skill Group
Condition field. If None is selected, this field is ignored.
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Field
Description
Retrieve
Click this button to retrieve and display data based on the Peripheral, Skill
Group Condition, and Value filters.
Pagination
Page
Enter a page number to display a page of retrieved skill groups.
Forward
Enabled when a retrieve operation retrieves more than 100 skill groups. Click
to display the next 100 skill groups.
Reverse
Enabled when a retrieve operation retrieves more than 100 skill groups from
the ICM database. Click to display the previous 100.
Of
This displays the total number of skill groups retrieved.
Call Target Tab Page
Specify the following information on the Call Target Tab Page.
Field
Description
Daylight Savings Zone
The daylight savings zone for the calling targets that you specify in the Zone
1 and Zone 2 portion of this page. This daylight saving zone describes the
default time zone to use for any numbers dialed which do not map to the
Outbound Option region prefixes.
Zone 1 and Zone 2 options
Enable this option, then enter the start and end times for reaching your calling
targets.
Note: The start and end times are local to your contacts (that is, Customer
Time). The same number can be assigned to one or both zones at the same
time. Zone 1 time and Zone 2 time cannot overlap.
Numbers to dial
Lists the phone numbers in the order they will be dialed for the Zone 1 or
Zone 2 calling targets.
• To move a phone number into the Numbers to dial list, click a number in
the Available numbers list and then click the left arrow to add it to the
Numbers to dial list.
• To delete a phone number in the Numbers to dial list, click the number
and then click the right arrow to add it to the Available numbers list.
• To control the dialing order, use the up and down arrows to move the
phone numbers within the Numbers to dial list.
Note: Do not move phone numbers after the campaign has started because
the phone numbers might not be dialed.
Available numbers
Contains the available phone numbers that can be added to the Numbers to
dial list for the Zone 1 or Zone 2 calling targets.
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Field
Description
Note: Customers are dialed based on the time zone of the first phone
configured on this tab. The time zone is based on the prefix of the phone
number and the region prefix configuration. If two phone numbers imported
for the same customer have different time zones, both phones will be called
during times that are valid for the first phone.
Notes on Editing a Campaign in Progress
You can edit most campaign configuration settings while a campaign is running. The changes
take effect with new calls after the setting has been changed. However, avoid the following
edits to a campaign in progress.
• Do not modify the MaxAttempts value. Modifying this value while a campaign is in progress
can cause a long delay in record retrieval and longer agent idle times.
• Do not delete a skill group while a campaign is in progress.
Creating a Call Type
Perform the following steps to create the call type that the scripts you create later will reference.
Step 1
In ICM Configuration Manager, double-click the Call Type List tool.
Step 2
Click Retrieve.
Step 3
Click Add.
Step 4
Enter the Name for the call type.
Step 5
Accept the defaults for all other fields.
Step 6
Click Save.
Setting Up the Reservation Script
Use the Script Editor application to create a reservation script that uses the dialed number for
the MR routing client and routes through a Select node to the pre
viously configured skill group.
Note: You must configure a skill group and a route in the Skill Group Explorer before you be
gin
this procedure.
Step 1
Using the Script Editor Call Type Manager, associate the MR (and Personal Callback, if used)
dialed number(s) with the configured call type and newly created reservation script.
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Note: Refer to the Script Editor online help for information about using the Script Editor
application.
The following diagram displays a sample reservation script that uses these objects.
Figure 18: Sample Routing Script
Note:
• Lines connecting objects cannot appear on top of objects and therefore, partially display under
the objects; for example, the line connecting the “X” (output terminal failure) on the Select
object to the End object runs partially under the Select object.
• Translation routes are not used in the IPCC System PG, soTransfer to IVR scripts using this
PG do not need to use this object.
Configure a Transfer to IVR Script
Note:
• If you previously installed the Outbound Option Transfer to IVR engineering special, you
need to reconfigure the transfer to IVR settings using the following instructions.
• You must have a translation route configured before you start this procedure. Refer to the
Installation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted
for instructions.
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Perform the following steps to configure Outbound Transfer to IVR.
Step 1
Use the Script Editor to create a Transfer to IVR script that includes Translation Route to IVR,
Queue to Skill Group, Run Ext. Script, and SetVariable nodes. The following diagram illustrates
an example.
Figure 19: Sample CVP routing script
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Figure 20: System IPCC Example
Note:
• The Transfer to IVR feature requires that a translation route to a skill group must be speci
fied
in a Transfer to IVR script. It also requires that the translation route must point at a Queue
to Skill node.
• Refer to the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center
Enterprise & Hosted for task-based information about using Script Editor. Refer to the Script
Editor online help for detailed information about the Script Editor options.
Step 2
If you want to implement answering machine detection as part of this transfer to IVR script,
include an If node that evaluates the value of the BAResponse variable and prescribes a call
treatment depending on the CPA result of the call (that is, whether the call detected voice or an
answering machine).
The following is an example of such an If node:
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Figure 21: Exanoke BAResponse If Node
Step 3
Create an IVR or VRU script. (Be aware that this script is different from a reservation script.)
The IVR script contains a list of commands that tell the IVR what kind of information to play
to the customer, such as a pre-recorded message using a .wav file. The IVR script can also
collect survey information by requesting the customer to press specific numbers. Consult your
Unified CVP, IP/IVR, or documentation for your other third-party IVR for more information.
Step 4
Schedule the script by following the procedure in the "Mapping Scripts and Call Types and
Dialed Numbers (page 146)" section.
Setting Up the Administrative Script
Use the Script Editor application to create an administrati
ve script for each skill group to control
the OutboundControl variable and the skill group reservation percentage. The Outbound Option
Dialer looks at the value of this variable to determine which mode each skill group uses.
Note:
• If the OutboundControl variable is not set, the skill group defaults to inbound. See Chapter
1, "Outbound Business Concepts (page 7)," for detailed information about Outbound Option
outbound dialing modes.
• Be aware that the dynamic routing client feature is used when an outbound agent transfers a
call using Unified CVP to a Type 2 VRU. (Make sure the routing client for the translation
route labels is Unified CM, which makes the outgoing call.)
Perform the following steps to create the administrative script:
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Step 1
Open the Script Editor application.
Step 2
Create an administrative script (one script can be used to control all Outbound Option skill
groups or multiple scripts can control multiple Outbound Option skill groups).
Step 3
Set up the script with the following nodes (required): Start, Set Variable, End, and If.
The following diagram displays a very simple administrative script where both the
OutboundControl variable and the outbound percentage are set for a skill group. A script in a
production call center would typically be more complex, perhaps changing these variables due
to time of day or service level.
Figure 22: Sample Administrative Script
Note: Important! The transfer to IVR feature requires an IF node in the administrative script
to disable it if the IVR is not available. Also, to ensure timely responses to IVR outages, set the
administrative script to run every minute. When using the IPCC System PG, use this node to
ensure that the trunks are not set to idle; for example,
“NetworkTrunkGroup.IPCC_Component_Interface_PG_NTG.TrunksIdle>0.” See Chapter 1,
"Outbound Business Concepts (page 7)," for detailed information about the transfer to IVR
feature.
Step 4
Use the Set node to set skill group variables (OutboundControl and OutboundPercent).
Step 5
Set the OutboundControl variable. Setting this variable enables contact center managers to
control the agent mode. Set this variable to one of the following values:
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Table 12: OutboundControl Variable Values
Value String
Description
INBOUND
Dedicated Inbound Mode
Agents will take inbound calls only. Outbound dialing is
disabled for the skill group.
PREDICTIVE_ONLY
Dedicated Outbound Mode
Agents in the skill group are dedicated for outbound Predictive
calls only.
PREVIEW_ONLY
Dedicated Outbound Mode
Agents in the skill group are dedicated for outbound Preview
calls only.
PROGRESSIVE_ONLY
Dedicated Outbound Mode
Agents in the skill group are dedicated for outbound
Progressive calls only.
PREVIEW_DIRECT_ONLY
Dedicated Outbound Mode hearing ring tones
Agents only place outbound calls and hear ring tones, such
as phone ringing or busy signal.
Note:
• Outbound Option only supports base skill groups. Sub-skill groups are not allowed.
• Verify that the OutboundControl variable mode is spelled correctly. The Script Editor will
pop up a warning if it does not recognize the syntax of the OutboundControl variable.
• If the administrative script is changed and the SET node is removed, the value of the
OutboundControl variable is the same as it was the last time the script was executed. However,
if the Central Controller is restarted, the value resets to INBOUND.
When a call is placed using Outbound Option, the desktop buttons perform as described in the
table in the Desktop Button Performance (page 47) section.
Step 6
Set the OutboundPercent variable in the same administrative script; for example, select the
OutboundPercent variable in the Set Properties window and enter the agent percentage in the
Value field. This variable controls the percentage of agents, which are logged into a particular
skill group, which is used for outbound dialing. For example, if there are 100 agents logged into
skill group N, and the OutboundPercent variable is set to 50%, 50 agents would be allocated
for outbound dialing for this campaign skill group. This allows the rest of the agents to be used
for inbound or other active campaigns.
Note:
• The OutboundPercent variable also applies to Transfer To IVR campaigns, by controlling
the percentage of IVR Ports that will be considered for the campaign skill group.
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• This variable does not allocate specific agents for outbound dialing, just a total percentage.
Step 7
Schedule the script.
a.
Select Script > Administrative Manager. An Administrative Manager dialog box appears.
b.
Click Add.
c.
On the Script tab, select the administrative script.
d.
On the Period tab, specify the frequency that the script will run (recommended frequency
is that the script run every minute of every day).
e.
Optionally, enter a description on the Description tab.
f.
Click OK.
Sample Administrative Scripts
The following sections describe two sample administrative scripts.
Administrative Script 1: TimeBasedControl
The following figure is a simple example of setting skill group modes for maximizing the
resource utilization in a call center based upon time of day.
Figure 23: TimeBasedControl Script
This script divides the day into three parts:
• Peak Inbound Traffic Period (8:00 AM to 12:00PM): The skill group variable is set to
INBOUND only, as during this time more agents are required to handle inbound calls.
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• Off-Peak Traffic Period (2:00PM to 4:00PM): During this time, the skill group variable
is set to PREVIEW_BLENDED, so that when an agent is not on an inbound call, Outbound
Option presents the agent with Preview calls. Once the agent is on a Preview outbound call
or is busy making a decision to accept or reject the call, Unified ICM software will not route
any inbound call to that agent.As soon as the agent is finished with the Preview call, Unified
ICM software can again route an inbound call to the agent. If there are no inbound calls,
Outbound Option will reserve the agent for another outbound call.
• All Other Periods: For the rest of the day, the skill group variable is set to
PREDICTIVE_ONLY so that if any agents are logged-in, Outbound Option will immediately
reserve the agents for outbound calls.
Administrative Script 2: ServiceLevelControl
The following figure demonstrates how to control skill group modes based upon "Service Level,"
which maximizes the resource utilization in a call center and maintains an acceptable service
level at the same time.
Figure 24: ServiceLevelControl Script
This script divides the day into two parts:
• Peak Traffic Period (8:00AM to 12:00PM): During this period, the skill group variable is
set to INBOUND only, as during this time more agents are required to handle inbound calls.
• Other Periods: During all other time periods, the skill groups modes are set according to
the service level in the past half hour. If the peripheral service level in the past half hour
period is over 85%, the skill group variable gets set to PREDICTIVE_ONLY, which
maximizes the efficiency of outbound campaigns. If during any half hour period the peripheral
service level drops below 85%, the skill group is switched to PREVIEW_BLENDED, so
that the agents in the skill group can accept inbound calls in order to improve the service
level. When the agents are not in an inbound call, Outbound Option presents the agents with
a Preview outbound call, thereby maximizing the resource utilization for the call center at
the same time.
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Mapping Scripts and Call Types and Dialed Numbers
After you create a reservation script, you must associate that script with the call type and dialed
number configured for the campaign. To do this, perform the following steps.
Step 1
In Script Editor, open the script.
Step 2
Select Script > Call Type Manager. A Call Type Manager dialog displays.
Step 3
Select the call type from the Call Type pull-down menu.
Step 4
Click OK.
Step 5
On the Schedules tab, click Add. A Call Type Schedule dialog displays.
Step 6
Select the script. Click OK.
Single Dialer Options (SCCP Dialer Only)
Note: The options discussed in this section are applicableonly in Outbound Option deployments
that use the SCCP Dialer.
Predictive and Progressive agent campaigns are more effective when there are larger agent pools
available for the Dialer. If the Dialers are underutilized or if there are some campaigns which
target a smaller agent pool, then you might want to take an active role in pushing the campaign
to one Dialer or the other.
In addition, there are a couple of ways to map specific campaigns to one dialer or the other.
Dialers are deployed in pairs, but each dialer has its own MR PIM routing client connection for
making route requests for the purposes of reserving agents.
• Single Dialer – Service Control Manager Option: If the dialer ports are being underutilized,
then you might want to consider shutting down one of the dialers using the Service Control
Manager and running all of the campaigns for the agent controller/PG from one dialer
. Bring
the offline dialer back online in case of failures or if the active dialer becomes overutilized.
• Single Dialer – Configuration Option: The configuration only option configures the agent
reservation DN on only one of the MR routing clients. This is a straightforward method, but
it gives you a little less flexibility to switch a campaign from one dialer to the other using
the AW Script Editor.
• Single Dialer – Scripting Option: The scriptable solution uses an IF node in the routing
script to honor requests from one dialer by filtering the Routing Client ID of the MR PIM
associated with a specific dialer.
In this model, the dialer which is ignored will continue to make route requests for this
campaign skill group, but they will be rejected. The active dialer will continue to work on
the available agents for that skill group.
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Step 1
Step 2
Step 3
Obtain the Routing Client ID by doing the following:
a.
Using the PG Explorer on the AW, select the MR PG.
b.
Select MR PIM1, and then select the Routing Client tab.
c.
Record the ID (for example, 5001).
d.
Select MR PIM2 and record the ID.
Modify the Routing Script by doing the following:
a.
Open the AW Script Editor and then open the reservation routing script for a specific skill
group/campaign.
b.
Before the LAA to skill group node, insert an IF node.
c.
In the IF Node, select the Formula Editor.
d.
Select the Call object.
e.
Select the RoutingClientID.
f.
Complete the expression using a double equal sign and the specified RoutingClientID for
the MR PIM routing client for the Dialer you want to isolate; for example,
Call.RoutingClientID = 5001.
g.
Add connectors to the IF node so that it occurs prior to the LAA/skill group node in the
script workflow.
h.
Leave the failure path (x) for the IF Node blank, so that the routing script will return an
error to the dialer.
i.
Optionally, if you want to make the script more flexible, you can add a SWITCH node in
the routing script with three branches, so that the script can be modified to select either
the dialer side or include both with a simple script edit.
Validate the setup by doing the following:
a.
Run the routing script in monitor mode to verify that route requests are processing it to
the proper dialer.
b.
Examine the Route Call Detail records to validate if calls to the MR Dialed Number for
this campaign skill group are being routed for this RoutingClientID, and are being rejected
for the RoutingClientID you want to ignore (that is, ErrorCode > 0).
Note: The caveat with the Single Dialer Configuration and Scripting options is that some records
will be stranded on the dialer whose campaign agent reservation requests are ignored for this
campaign. The number of records stranded is the same as the RecordsTo Cache value configured
in the campaign skill group.
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Configuring a Translation Route for Use with SIP Dialer
In order to transfer a connected outbound call with ECC call variables from the SIP Dialer to a
VRU Peripheral, you must perform the following configuration on the translation route for the
transfer to IVR campaign or the agent campaign.
Step 1
On the SIP Dialer system, specify numbers for the After AMD and for transfer to IVR
campaigns and When no agents are available fields on the Skill Group Selection tab of the
Campaign Configuration tool.
Step 2
Perform the following tasks on the Unified CCE system:
Step 3
Step 4
a.
Create a VRU PG with Network VRU Type 2.
b.
Create and add a Network Trunk Group to this VRU PG.
c.
Add a DNIS range on the VRU PG that corresponds to the CTI Route Points that were
created previously for the DNIS Pool Translation Route Labels.
d.
Configure a Dialed Number and a CallType for the numbers you specified for After AMD
and for transfer to IVR campaigns and When no agents are available on the SIP Dialer
system. This step enables the MR PG routing scripts and enables transfer or abandoning
of the call on the peripheral.
Perform the following tasks on the system where the peripheral resides:
a.
Create a new application of type Cisco ICM Translation Routing. Choose the same
amount of sessions as there are ICM Ports.
b.
Add a new Trigger of type JTAPI.
c.
Choose the CTI Route Points that were created for the DNIS Pool.
d.
Under Subsystems, add a new JTAPI Call Control Group. Assign a Group ID, associate
the CTI Ports, and choose the trigger that you added in the previous step.
e.
Start and stop the IP-IVR engine and verify that theApplication Subsystem is IN-SERVICE.
If the Application Subsystem is in a PARTIAL_SERVICE state, check for a configuration
mismatch in CTI Route Points, CTI Ports, or association.
In the Unified CCE System script, make sure that the Translation Route to VRU node uses the
Translation Route function between the periperhal and the MR PG. Also, ensure that the script
uses a Queue node to queue calls to the skill group.
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Configuring Outbound Option Multi-Tenant Customer Instances
Configuring Outbound Option Multi-Tenant Customer Instances
Release 8.0(1) of Outbound Option allows multiple customer instances to run Outbound Option
in a Hosted environment. This new feature, known as Outbound Option Multi-Tenant, is available
in Outbound Option deployments that use the SIP Dialer.
In a Multi-Tenant environment, there are certain configuration values that you must set for each
customer instance:
• You must set the number of agents when configuring each customer instance.
Note: For instructions on how to set and configure the number of agents for a customer
instance, refer to the Setup and Configuration Guide for Cisco Unified Contact Center Hosted.
• You must set Port Throttling for each customer instance in the Dialer General tab of the
Outbound Option Configuration tool.
Note: See the "Configuring the Dialer Component (page 58)" section for more details.
• For the SCCP Dialer, you can optionally enable recording of sessions by turning on the
CPARecordWaveFile registry value. For the SIP Dialer, you can enable recording of sessions
in ICM Configuration Manager. On the Outbound Option Campaign Purpose tab, checkCall
Progress Analysis (CPA), and also check Record CPA.
Note: See Appendix A for more details.
• You must set the Do Not Call List size and the number of Dialer ports for each customer
instance using the configlimits tool (see the next section for details).
Using the ConfigLimit Tool to Change Multi-Tenant Parameter Limits
Each customer instance database contains Configuration Limit scalability records. The two
records kept concerning Outbound Option are the size (in Records) of the Do-Not-Call List to
be imported, and the maximum number of Dialer Ports vaailable for a specific customer instance
of outbound Option.
You can change these values with the Configuration Limits (configlimit) tool. Perform the
following steps:
Step 1
Run the configlimit tool by selecting Start > Run from the Windows menu, then entering
configlimit.
Note: Run configlimit on the same machine as the Distributor for the instance you want to
configure. If more than one instance of the Administraion & Data Server is installed on the
Distributor machine, use the Select Administration Server tool to select the instance you want
to configure.
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Configuring SIP Dialer Recording Parameters
Step 2
If you want to obtain the currently configured multi-tenant parameter limits, run the following
command:
cl /show
Step 3
To change a multi-tenant parameter limit, enter a command in the following format:
cl /id [ConfigLimitID] /value [ConfigLimitCurrentValue]
[/update]
where:
ConfigLimitID = the ID for the multitenant parameter that you want to change. Possible values
are:
1
Skill_Groups_Per_Agent
2
MAX_DNC_LIST_SIZE
3
MAX_SIP_PORTS
ConfigLimitCurrentValue = the new limit for the parameter.
Note: The configlimit tool only allows the changing of the ConfigLimitCurrentValue. You
cannot change the ConfigLimitDefaultValue.
For example, the following command line changes the ConfigLimitCurrentValue value of
MAX_SIP_PORTS to 250:
cl /id 3 /value 250 /update
Note: In Contact Center Hosted (CCH) deployments, configure customers with
Configuration-only Administration and Data Servers so they do not have access to modify the
DNC or SIP Dialer.
Configuring SIP Dialer Recording Parameters
When recording is enabled in a campaign on the SIP Dialer, the number of recording files that
result can be large. The following table lists registry settings that you can adjust to regulate the
number of recording sessions and the maximum recording file size.
Registry Setting
Default Setting Description
MaxAllRecordFiles
500,000,000
The maximum recording file size (in bytes) per SIP Dialer.
MaxMediaTerminationSessions
200
The maximum number of media termination sessions per SIP
Dialer if recording is enabled in the Campaign configuration.
MaxPurgeRecordFiles
100,000,000
The maximum recording file size (in bytes) that the SIP Dialer
will delete when the total recording file size,
MaxAllRecordFiles, is reached.
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Verifying the DN/Script Selector Configuration
Registry Setting
Default Setting Description
MaxRecordingSessions
100
The maximum number of recording sessions per SIP Dialer
if recording is enabled in the Campaign configuration.
Recording files are located in the HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\<customer instance>\Dialer directory.
Note: Only the G.711 codec is supported for recording. If you want to record outbound calls,
you need to configure the G.711 on the voice gateway.
Verifying the DN/Script Selector Configuration
Outbound Option places agents in the Reserved state prior to using them for an outbound call.
The Dialer does this by using the dialed number to route to an agent. The following procedure
describes how to verify if this mechanism is working properly.
How to Verify DN/Script Selector Configuration
When an Outbound Option Dialer is installed in a Unified CCE environment, the Dialer uses
the dialed number to make routing requests through the Media Routing (MR) Peripheral Gateway.
The following verification steps assume that all the applicable configuration and reservation
script generation has already been performed.
Step 1
Log an agent into a skill group that will participate in an outbound campaign and mak
e the agent
available. (Note the dialed number, which was configured in the Skill Group Selection tab in
the Campaign component.) If a different dialed number will be used for predictive and preview
calls, make sure to verify both dialed numbers.
Step 2
Run the Script Editor application and select the Call Tracer utility from the Script > Call
Tracer menu. Select the routing client associated with the MR PG and choose the Dialed
Number.
Step 3
Press the Send Call button to simulate a route request and note the results. If a label w
as returned
for the agent who was logged in above, the reservation script is working properly and the Dialer
will be able to reserve agents through this script. If a label is not returned while running this
script, see the troubleshooting tips (http://docwiki.cisco.com/wiki/
Troubleshooting_Unified_CCE) to determine where the problem occurs.
Verifying Your Campaign Configuration
As a final step to verify that you have configured your Outbound Option campaign correctly,
create a small campaign of one or two entries that will dial work phones or your mobile phone.
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Chapter 7
Administrative/Supervisory Tasks
This chapter, intended for administrators and supervisors (who may or may not have
administrative permission), provides an overview of the Outbound Option administrative and
supervisory tasks.
This chapter contains the following topics:
•
•
•
•
•
•
•
Reading Reports, page 153
Working with Agents, page 157
Working with Imports, page 158
Running and Managing Effective Campaigns, page 161
Ensuring Adherence to FCC/FTC/UK Ofcom Requirements, page 166
Monitoring SIP Dialer Voice Gateway Capacity, page 169
Using the Regional Prefix Update Tool (RPUT), page 169
Reading Reports
This section provides information on how to read and understand the Outbound Option reports.
Outbound Option Reports
This section describes the Outbound Option predefined report templates, created using the
Unified CCE reporting tools, WebView and Unified Intelligence Center (Unified IC) , to view
reports on the following enterprise contact center activity:
• Campaigns (page 154)
• Skill groups (page 155)
• Agents (page 156)
• Import Rule (page 156)
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• Dialer (page 156)
Note: All Outbound Option reports are voice-only reports and can be used in Unified CCE
environments.
The Outbound Option report templates produce real-time and historical reports that display
information in one of the following ways:
• Real-time: Displays information about a system entity at that particular instant of time; for
example, number of tasks agent is currently working on, number of agents currently logged
in a skill group. Every 15 seconds (this value is configurable), reporting templates
automatically query the real time database (Admin Workstation database on the distributor)
to get the data for a real time report. The data is written to the database (by the CallRouter)
almost every 10 seconds.
• Half-hour/Daily: Provides statistics for each half-hour period. Many of the half-hour reports
are also available in a daily report format.
Note: Since Outbound Option uses a routing script along with a physical call to reserve agents,
the Call Type real-time and half-hour reports contain data for Outbound Option reservation
calls. It is important to note that this call type data pertains only to reservation calls and does
not include reporting information for any outbound calls. To eliminate any confusion regarding
Call Type reporting, create a separate call type for Outbound Option routing scripts.
Campaign Reporting
Outbound Option provides a campaign report template that details information about the
effectiveness of a given campaign. This list can also be used for Agent and IVR campaigns.
Observe the following guidelines when using the campaign reports:
• Campaign Real Time reports describe how many records are left in the campaign dialing list.
• Campaign and Dialer Half Hour reports provide call result counts since the last Campaign
Manager restart in the half hour that it restarts.
• Dialer utilization fields in the Dialer Half Hour report will be unaffected, although the Half
Hour record might be missing if the Campaign Manager was inactive during the half-hour
boundary. When the Dialer restarts only the Dialer Utilizationfields will be affected; therefore,
the Dialer Utilization will only capture port status since the Dialer restarted during that half
hour. Some records might be left in an active state for a short period of time after the Dialer
or Campaign Manager restarts, but the Campaign Manager has a mechanism to reclaim those
records.
Note: Campaign Real Time reports only capture call results since the last Campaign Manager
restart. If the Campaign Manager restarts, data prior to the restart is lost.
The following table describes the data presented in the campaign report templates.
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• A summary of call results for query rules within a campaign since the beginning of the day.
ginning of the day. It includes a summary
• A summary of call results for a campaign since the be
of all query rules within the campaign.
• A view of what is configured for valid campaign calling times for zone1 and zone2 for
selected campaigns. The times are relative to the customer’s time zone.
• A view of what is configured for valid campaign calling times for zone1 and zone2 for
selected campaign query rules. The zone times are relative to the customer’s time zone. The
query rule start and stop times are relative to the Central Controller time.
• How many records for selected query rules have been dialed to completion, and how many
records are left.
• How many records for selected campaigns have been dialed to completion, and how many
records are left.
• A summary of call results for selected campaign query rules for selected half hour intervals.
• A summary of call results for all query rules for selected campaigns for selected half hour
intervals.
• An historical table by half-hour/daily report that shows the status (summary and percentage)
of each campaign for the selected time period.
• An historical table by breakdown of attempts (in percentage) of each campaign for the selected
time period.
• An historical table by half-hour/daily report that shows the status (summary and percentage)
per query rule of each campaign for the selected time period.
• An historical table by breakdown of attempts (in percentage) per query rule of each campaign
for the selected time period.
• A summary half-hour/daily report that shows activity and performance of the selected
campaigns and their skill group for the selected time period, including abandon rate, hit rate,
and agent idle times.
• An historical table by breakdown of actual customer calls (outbound calls which reached
live voice, inbound calls and/or calls transferred to the campaign's skill group) for the selected
campaigns and their skill groups for the selected time period.
Skill Group Reporting
For skill group reporting per campaign, Outbound Option provides report templates that
accurately represent the skill group activity for a contact center.
The following list describes the data presented in the skill group report templates.
• A real-time table that shows all skill groups and their associated Outbound Option status.
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• An historical table by half-hour that shows Outbound Option counts for agents signed on,
handle, talk, and hold states.
Agent Reporting
For agent reporting per campaign, Outbound Option provides report templates that accurately
represent the outbound agent activity for a contact center, including information grouped by
skill group.
The following table describes the data presented in the agent report templates.
• A real-time table that shows Outbound Option agent activity related to Outbound Option
calls.
• An historical table that shows agent daily performance for Outbound Option predictive calls,
by skill group.
• An historical table that shows agent daily performance for Outbound Option preview calls,
by skill group.
• An historical table that shows agent daily performance for Outbound Option reservation calls,
by skill group.
Import Rule Reporting
The following information is available in the Import Rule reports:
• Number of successful, unsuccessful, and total records imported by time range
• Current import status
The following lists describes the data presented in the Import Rule report templates.
• A real-time table that shows the number of successful, unsuccessful, and total records
imported, or to be imported.
• An historical table that shows the number of successful, unsuccessful, and total records
imported by time range. The Total Records column indicates the total number of records
available in the import file.
Dialer Reporting
The Outbound Option Dialer reports provide information about the dialer platform. These
predefined templates include information about performance and resource usage.They provide
you with a mechanism for determining if additional dialer port resources are necessary to support
more outbound calls.
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The Outbound Option Dialer reports display information in one of the following ways:
• Displays real-time port status for all the ports within a dialer
• Provides half-hour and real-time statistics
The following list describes the data presented in the Outbound Option Dialer report templates.
• A real-time table that shows contact, busy, voice, answering machine, and SITTone detection
for each dialer.
• An historical table by half-hour that shows contact, busy, voice, answering machine, and SIT
Tone detection for each dialer.
• Displays Dialer idle and all ports busy information, as well as average reservation call time
and average customer attempt times.
• Displays Dialer status on a port-by-port basis used for troubleshooting. If this report does
not display any records, this indicates the data feed is disabled by default.
See Also
Refer to the documentation for your Cisco reporting product for more details.
Working with Agents
In addition to reviewing the following sections, note that the table below lists agent tasks and
their documentation references.
Task
Where Discussed/Notes
Adding Agents
Installation and Configuration Guide for Cisco Unified Contact Center Enterprise
& Hosted
Dedicating Agent to Outbound
Activity Only
Installation and Configuration Guide for Cisco Unified Contact Center Enterprise
& Hosted; assign the agent only to campaign skill groups
Reskilling Agents
Agent Reskilling Tool Online Help
Adding Agents
You assign agents to skill groups to map them to campaigns and to skill the agents for multiple
active campaigns.
Note: An agent can be assigned to multiple campaigns.
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See Also
Agents Skilled for MultipleActive Campaigns (page 25) for more details. Refer to the Installation
and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted for detailed
instructions on how to add/assign agents.
Dedicating a Particular Agent to Only Perform Outbound Activity
To perform this activity, associate the agent only with campaign skill groups.
What Happens if an Agent Does Not Accept or Refuse a Contact during a Certain Time Period while in Preview
Mode?
There is no timeout period implemented for this situation.The Outbound Option Dialer continues
to wait for the agent to respond; however, you can implement a timeout in the agent’s desktop,
if desired.
Agent Re-skilling
The agent re-skilling feature allows supervisors to login and change the skill groups for agents
they manage. You can access this feature using the Unified CCE Agent Re-skilling Tool. This
tool is an optional, browser-based application designed for use by call-center supervisors. 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.
Note: If your company decides to install this tool, you can perform the functions listed above.
The Agent Re-skilling Tool is an optional tool, so this tool might not be available on your
system.
Refer to the Agent Re-skilling Tool online help for information about using the agent re-skilling
feature.
See Also
Refer to the Administration Guide for Cisco Unified Contact Center Enterprise & Hosted for
detailed instructions on how to re-skill agents.
Working with Imports
This section provides procedures for creating an import rule file, creating a Do Not Call list,
and adding attributes for a contact list.
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Running Imports
Before you run an import , you must first create an import rule file that contains the data to be
imported. This import rule can have a maximum of 10240 characters per row, and can be in one
of two formats:
• Comma-delimited format – Each column data is separated by a comma
• Fixed format - Each column data is separated by spaces
Then, to run the import, specify information about that import in the Import Rule component:
• On the General tab, specify attributes such as the Import Type (contact list or Do Not Call
list), the directory path of the import file, and the format of the import file.
• On the Definition tab, specify the importfile fields that are to appear as columns in the import
list.
• On the Schedule tab, specify the time that you want the import to start and how often you
want the import to run.
See Chapter 6, "Configuring Campaigns and Imports," for detailed information about the Import
Rule configuration component.
When the import runs, the data is read and the importfile is renamed so that it is not reimported.
This allows you to read and review the import file (if necessary) to troubleshoot problems.
Creating a Do Not Call List
When creating a Do_Not_Call list file, format it correctly using the following instructions.
Step 1
Using a text editor, create a text file that will contain all the do-not-call phone numbers.
Step 2
Enter a phone number and an extension (if applicable) for each Do Not Call entry on a new
line.
Step 3
Observe the following characteristics for each Do Not Call entry:
a.
Each phone number can be a maximum of 20 characters long.
b.
Each extension can be a maximum of eight characters long.
c.
Phone numbers with associated extensions must be separated with a comma between the
phone number and the extension.
d.
The Do Not Call table can support up to 60 million entries, but note that the information
is stored in memory in the Campaign Manager process.
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e.
Step 4
Each Do Not Call entry uses 16 bytes of memory, so 60 million entries would require
approximately one gigabyte of memory (960 million bytes) on the Logger SideA platform.
Save the text file to the local server.
The following is an example of a Do_Not_Call list:
2225554444
2225556666
2225559999
2225552000,4321
To add a customer to this list, import a Do Not Call list.
Do Not Call import files are read by the Campaign Manager and then stored in memory
. Dialing
List entries are marked as Do Not Call entries only when the Campaign Manager fetches the
Dialing List entry and only when there is an exact, digit-for-digit match. This allows Do Not
Call imports to happen while a Campaign is running without rebuilding the Dialing List.
Note: If the Dialing List includes a base number plus extension, it must match a Do Not Call
entry for that same base number and same extension. The Dialer will not dial the extension.
When the Campaign Manager starts it automatically imports from the DoNotCall.restore file
stored in the <drive>\icm\<instance>\la\bin directory. When reading Do Not Call importfiles,
the Campaign Manager appends the data to the DoNotCall.restore file. This restore file allows
recovery of Do Not Call records after the Campaign Manager stops une
xpectedly or for planned
maintenance, such as a Service Release installation.
The restore file can grow to approximately 1GB if 60 million DNC records are imported; each
having ten-digit numbers plus five-digit extensions. Sufficient disk space must be available on
LoggerA to store the DoNotCall.restore file.
You can access information about the National Do Not Call list at the following Web site:
https://telemarketing.donotcall.gov/. The Federal Trade Commission’s (FTC) website contains
information about telemarketing rules and regulations.
Note: To clear the Do Not Call list, import a blank file with the overwriting option enabled.
Adding Attributes to a Contact List
To add additional attributes to the import, perform the following steps.
Step 1
In ICM Configuration Manager, double-click the Outbound Option Import Rule component.
Step 2
Enter the attributes in the fields on the Import Rule Definition tab page.
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Step 3
Add custom attributes using the custom selections.
These custom attributes are only useful for filtering out customer contacts into different dialing
lists based on your business needs; for example, you could define a custom entry called "Amount
Owed" and add the customer contacts that owe more into a different dialing list that can be
dialed at a higher priority.
Note: These custom attributes will not be forwarded to the agent desktop.
Step 4
Click Save.
Running and Managing Effective Campaigns
To manage your campaigns most efficiently, use multiple query rules instead of using multiple
campaigns.
Running a Single Campaign Versus Multiple Campaigns
You might choose to run multiple campaigns due to different calling policies (for example, time
rules) or to run different outbound modes simultaneously.
From the perspective of dialer port allocation, running fewer campaigns with a larger agent pool
is more efficient. Dialer ports are allocated based on the number of agents assigned and the
current number of lines per agent to dial. The more campaigns you have that are active, the
more the ports will be distributed across the campaigns, which affects overall efficiency.
Note: Use query rules to break down a campaign into smaller requirements. These rules can be
enabled based on penetration or scheduled times. Campaign reports are available on a query
rule level.
Getting Results for Individual Customers
After running a campaign, you might want a list of customers who were reached, not reached,
or have invalid phone numbers. Getting this information from your CRM integration in a more
understandable format is one way to retrieve the information, but listed below are a couple of
other options on where to get this data from the Outbound Option solution.
Interpreting Information from the Dialer_Detail Table
The Dialer_Detail table is a single table that contains the customer call results for all campaigns.
Step 1
View the Dialer_Detail table, which resides on the HDS (offline data storage).
Step 2
Each attempted Outbound Option call is recorded as an entry in the table. Each entry lists the
number called and which numbers are invalid.
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See Also
See Appendix C, "Dialer_Detail Table (page 187)," for more information.
Dialing List
The Dialing List is another good source of information, but it has several drawbacks as compared
to the Dialer_Detail table. The Dialing List is only located in the Campaign Manager’s private
database on the Logger Side A, so excessive activity on that table will likely have a negative
performance impact on the real-time processes running on that platform, and in particular the
Campaign Manager. This can lead to interruptions in dialing and long idle times for agents, so
avoid querying this table while campaigns are in progress.
Another drawback to using the Dialing List is that there is a different dialing list table for every
campaign query rule, so you must look in multiple locations as opposed to looking in the one
Dialer_Detail table.
Changing the Maximum Number of Attempts in a Campaign
Adjusting the maximum number of attempts amount M
( aximum attempts field on the Campaign
General tab page) in a campaign configuration can be useful for calling customers who were
not previously reached without having to import their phone numbers again, particularly if the
campaign import is an append instead of an overwrite type. Be aware that modifying this option
in the campaign configuration will result in an update of all customer records that were not
successfully contacted. The Campaign Manager can only update about 20 records per second,
and no new customer records will be delivered to the Dialer for this campaign while this update
is in progress; therefore, only update the Maximum attempts field when the campaign is not
in progress.
You can view how many records have been closed and how many were successfully reached
by using the camqry06: Call Summary Count per Campaign Real Time report.
See Also
See Chapter 6, "Configuring Campaigns and Imports," for more information.
Managing Predictive Campaigns
The following sections provide guidelines to follow when working with predictive campaigns.
Initial Values for Lines Per Agent
Determining the initial value for the number of lines per agent is not as simple as inverting the
hit rate. If a campaign has a 20% hit rate, you cannot assume that five lines per agent is the
applicable initial value for the campaign if you are targeting a 3% abandon rate.The opportunity
for abandons increases geometrically as the lines per agent increases; therefore, tune the initial
value conservatively in the campaign configuration.
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If the reports show that the abandon rate is below target and does not come back in line very
quickly, modify the initial value in the campaign configuration to immediately correct the lines
per agent being dialed.
End-of-Day Calculations for Abandon Rate
It is not unusual for a campaign to be over the abandon rate target for any given half hour. The
Dialer looks at the end-of-day rate when managing the abandon rate. If the voerall abandon rate
is over target for the day, the system will target a lower abandon rate for remaining calls until
the average abandon rate falls into line. This end-of-day calculation will not work until after
the campaign has been running for one hour. Small sample sizes due to short campaigns or
campaigns with fewer agents might not give the Dialer enough time to recover from an initial
value that is too high.
Similarly, if the campaign is significantly under the target abandon rate, it might begin dialing
more aggressively with an abandon rate over target for a while to compensate in the abandon
rate.
Transferring Answering Machine Detection Calls to Agents
When enabling the Transfer AMD to agent option for an agent campaign or enabling the
Transfer AMD to IVR option for an IVR campaign, consider the increase in calls to the target
resources (agents or IVR) when determining the initial value. If the expectation is that theAMD
rate and the live voice rate is over 50%, you might want to start out with an initial value of 1.1
or even one line per agent, if you want to stay under a 3% abandon rate.
Tuning the Parameters
The Voice Calls Per Adjustment and Gain parameters are settings in the Advanced Users
configuration tab that you can use to control the way the predictive dialing behaves. Do not
modify the default values unless you understand the parameters and what you are trying to
achieve, as well as the possible risks incurred when changing the pacing.
• The Voice Calls Per Adjustment parameter is a count of the number of live voice connects
needed to trigger a correction. (The default value is 70 voice calls.) If the abandon rate exceeds
the target by a significant margin, the Dialer can make corrections before collecting 70 calls.
• The Gain parameter controls the size of the Lines per agent corrections.
Setting the Voice Calls PerAdjustment parameter to a smaller setting leads to larger fluctuations
in the measured Abandon Rate because the sample size will be less significant. This would
result in less change in the lines per agent value over time.
Caution: Be careful when modifying both parameters (Gain and Voice Calls Per
Adjustment) at the same time. For example, increasing the Gain while decreasing the
Voice Calls Per Adjustment will result in larger changes in the "Lines per agent correction
rate," which might overcorrect changes in measured values.
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Decreasing the Gain while increasing the Voice Calls Per Adjustment could similarly cause too
slow of a change to underlying changes in the Hit and Abandon Rates. A campaign that is
reaching more than 20 live voice customers every minute (600 per half hour) might benefit from
reducing the Gain, but a lower Gain will become less effective as the number of agents in the
campaign dwindles or the hit rate changes rapidly.
Limitations of Smaller Agent Groups
The Dialer runs for each Dialer skill group, which means that if you ha
ve 20 agents in a campaign
skill group on two Dialers, then on average each Dialer will be allocated 10 agents. Below 20
agents, the Dialer’s ability to stay near the abandon rate target degrades. With small sample
sizes, the measured abandon rate has larger fluctuations, making adjustments based on abandon
rate measurements difficult. Parameters have been set to adjust to most situations when 70 live
connects are made per Dialer skill group within approximately 10 minutes or less, allowing six
corrections per hour. 70 live connects would roughly occur with 10 active agents per Dialer
skill group and an Average Handle Time (AHT) equal to 50 seconds. As the call rate decreases
below this number, the performance will degrade.
In addition, in a small agent group where the Lines Per Agent being dialed are low, it may take
a longer than average time to get a live connect. While most agents are connected within the
Average Handle Time, statistical fluctuations may mean occasional long waits for a live connect.
For smaller agent groups that are held to a small abandon rate limitation, you might want to
consider running that campaign on a single dialer using one of the options described in "Single
Dialer Options (page 146)" in Chapter 4, "Configuring Campaigns and Imports." Otherwise,
you might want to explore running the campaign in a Progressive mode with a conservative
lines per agent value.
Managing Agent Idle Time
One of the key reporting metrics for administrators managing campaigns is the amount of time
agents spend idle between calls.
There are various possible reasons for longer idle times, such as some combination of one or
more of the following:
• A dialing list with a low hit rate.
• A small agent pool results in fewer calls, resulting in slower adjustments.
• Shorter average handle times means agents will become available more frequently.
• Not enough dialer ports deployed or too many agents.
• A large number of retry attempts often at the beginning of a day when running with append
imports resulting in lower hit rates.
• Modifying the maximum number of attempts up or down in an active campaign. This activity
can interrupt the Campaign Manager’s processing of dialer requests for records, as mentioned
earlier in this chapter.
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• Running out of records to dial.
Viewing Sources of Higher Idle Times in Reports
The following Outbound Option reports provide information regarding sources of higher idle
times:
• Campaign Consolidated Reports: These reports provide a very useful overview of a
campaign by combining campaign and agent skill group statistics into a single report. They
provide average idle time, campaign hit rate, the number of agents working on the campaign,
as well as their Average Handle Time per call. Low hit rates and low average handle times
result in more work for the Dialer to keep those agents busy.
• Dialer Capacity Reports: These reports show how busy the Dialers are and how much time
was spent at full capacity when the Dialer was out of ports. They also provide the average
reservation call time as well as the average time each Dialer port spent contacting customers.
Dialer Saturation
If both Dialers seem to have relatively low idle times and high all ports busy times, then it is
likely the Dialers have been over-subscribed. The combination of number of agents, Dialing
List hit rate, and average handle time are likely more than the deployed number of ports the
Dialer can handle.
To solve this problem do one of the following:
• Reduce the number of agents working on the campaign.
• Move a campaign to a skill group on another agent PG.
• Add more Dialer ports to the solution, possibly on another agent PG.
Working with Single Dialer Options
A Dialer report might indicate that one Dialer often processes significantly more attempts than
the other Dialer. This is likely because of the way Dialers detect when agents are available, as
one Dialer will often see the agents come available first. This can lead to some longer idle times
for agents that are handled on the Dialer handling fewer agents. In an SCCP dialer configuration,
you can remedy this by using one of the Single Dialer options.
See Also
Single Dialer Options (page 146) section in Chapter 6, "Configuring Campaigns and Imports,"
for more details.
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Ensuring Adherence to FCC/FTC/UK Ofcom Requirements
Running Out of Available Records
Call Summary Count reports show how many records in the aggregate campaign dialing lists
have been closed and how many are still available to dial.
Note: Only one query rule can be active for a campaign at a time, but if a query rule runs out
of records it will automatically switch to another valid query rule for the campaign that has not
run out of records yet.
Retry Records in Append Campaigns
Running campaigns with an append import and maximum number of attempts greater than one
can result in a large number of retries at the beginning of the next campaign. As a general rule,
retries usually have a lower hit rate than pending records, so this might result in longer idle
times for agents until the first group of retries are handled because retry records normally have
priority over pending records by default. The number of records increase as you increase the
retry time.
There are a few ways to manage this situation:
• Shorten the retry times to reduce the number of retries that will be scheduled at the end of
the day.
• Change the Campaign Manager priority scheme so all numbers and records are tried once
before any retries are attempted by setting the "PendingOverRetryEnabled" registry key to
1 in the Campaign Manager.
Note: See Appendix A, "Registry Settings (page 171)," for detailed information about the
PendingOverRetryEnabled registry setting.
• Modify the campaign import to use the Overwrite option instead of the Append option and
import new records daily.
Ensuring Adherence to FCC/FTC/UK Ofcom Requirements
The following legislation implemented in recent years in the United States and the United
Kingdom regulates how companies can use dialers and outbound dialing to advertise to home
and business numbers.
• The United States Federal Communications Commission (FCC) Telephone Consumer
Protection Act, issued in 1992
• The United States Federal Trade Commission (FTC) Telemarketing Sales Rule, issued in
1995 and revised in 2003
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Ensuring Adherence to FCC/FTC/UK Ofcom Requirements
• The United Kingdom Office of Communications (Ofcom)Statement of Policy on the Persistent
Misuse of an Electronic Communications Network or Service, issued in 2006 and revised in
2007
The following sections highlight provisions of these acts that administrators need to keep in
mind when configuring Outbound Option Dialers and Campaigns.
United States Considerations
Administrators of systems for United States based companies need to ensure that their Outbound
campaigns meet the following provisions of the Telephone Consumer Protection Act and
Telemarketing Sales Rule.
• Companies cannot call customers before 8:00 am or after 9:00 pm (in the customer time
zone).
• Companies cannot call a customer if that customer has requested not to be called or has
registered for the National Do Not Call Registry
• Prerecorded calls cannot be placed to a customer's home, except for the following:
– Emergency calls
– Customer has given prior consent for prerecorded calls
– Noncommercial calls
– Calls on behalf of a tax-exempt nonprofit organization
– Calls that do not have unsolicited advertisements
– Customer has an established business relationship (i.e., has a business transaction with
the company within the last 18 months or an inquiry within the last 3 months
The prerecorded call must identify the caller in the beginning of the message, and leave a
company telephone number after the message.This telephone number cannot be a 900 number
or other number that requires the customer to pay a higher charge other than local or long
distance.
When a telemarketer abandons a call, it must deliver a prerecorded message.
• Any technology used to dial telephone numbers cannot abandon more than three percent of
all calls answered by a person, measured over a 30-day period.A call is considered abandoned
when it is not transferred to a live agent within two seconds of the recipient's completed
greeting.
• Telemarketers must allow the phone to ring for 15 seconds or 4 rings before disconnecting
any unanswered call.
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Ensuring Adherence to FCC/FTC/UK Ofcom Requirements
• Telemarketers must maintain records to verify that the technology used to dial numbers
complies with the three percent abandon rate, ring time, and the tw
o second rule on connecting
to a live sales agent. (You can verify the abandon rate through the use of Campaign Reports.)
United Kingdom Considerations
Administrators of systems for United Kingdom based companies need to ensure that their
Outbound campaigns meet the following provisions of the Statement of Policy on the Persistent
Misuse of an Electronic Communications Network or Service.
• Any technology used to dial telephone numbers cannot abandon more than three percent of
all calls answered by a person, measured over a 24-hour period.
• In the event of an abandoned call, a very brief recorded information message is played within
two seconds of an individual beginning to speak, which contains at least the following
information:
– The identify of the company on whose behalf the call was made, which will not necessarily
be the same company that is making the call.
– Details of a no charge (0800) or Special Services basic rate (0845) number the called
person can contact, so they can decline to receive further marketing calls from that company.
– Call must include no marketing content and cannot market to the called person.
• Telemarketers must allow the phone to ring for 15 seconds before disconnecting any
unanswered call.
, any calls made to that number
• When an abandoned call has been made to a particular number
in the following 72 hours may only be made with the guaranteed presence of a live operator.
• For each outbound call, a Caller ID number is presented to which a customer can make a
return call. This telephone number must be either a geographic or non-geographic number
adopted as Presentation Number, which satisfies the Ofcom guide requirements for the use
of Presentation Numbers. Also, this return call cannot be used as an opportunity to market
to that person, without that person's prior consent.
• Records must be kept for six months that demonstrate compliance with the preceding Ofcom
requirements. For each individual campaign, callers must maintain an up to date archive of
dialer statistics that includes a daily summary of the following:
– The number of calls attempted
– The number of calls answered
– The number of calls connected
– The number of calls passed to a live operator
– The number of live calls abandoned by the dialing equipment
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Chapter 7: Administrative/Supervisory Tasks
Monitoring SIP Dialer Voice Gateway Capacity
Detailed calling statistics at the Call Data Record (CDR) level must me kept for all calls
(connected and nonconnected calls) for a minimum of six months.
Monitoring SIP Dialer Voice Gateway Capacity
If the Voice Gateway in a SIP Dialer implementation is overdialed or over capacity, the SIP
Dialer receives one of the following messages:
• SIP 503 messages if the SIP Dialer is deployed with Voice Gateway only
• SIP 502 messages if the SIP Dialer is deployed with SIP Proxy
The SIP Dialer raises an alarm when the percentage of SIP 502 or SIP 503 messages reaches
1% of all messages.
If the percentage of SIP 502 or SIP 503 messages reaches 2% of all messages, the SIP Dialer
does an automatic throttle down. This means that the SIP Dialer decreases the configured value
of Port Throttle (the calls per second rate at which the Dialer dials outbound calls, set on the
Dialer General tab in ICM Configuration Manager) by about 10%.
If one throttle down does not correct the problem, the SIP Dialer performs additional throttle
downs until either the problem is corrected or the value of Port Throttle is throttled down to
50% of the originally configured value.
For each automatic throttle down, alarm and trace messages clearly provide detailed information
about the adjusted port throttle value, the configured port throttle value, and time duration.
If Voice Gateway capacity becomes an ongoing issue, you can take one of the following measures
to try and remedy the problem.
• Check the Voice Gateway configuration. If there are errors, fix them and reset Port Throttle
to its original value.
• Check the sizing information in the Hardware & System Software Specification (Bill of
Materials) for Cisco Unified ICM/Contact Center Enterprise & Hosted. Adjust the value of
Port Throttle according to the documented guidelines.
Using the Regional Prefix Update Tool (RPUT)
The Regional Prefix Update Tool (RPUT) is used to update the ICM database to the latest
NALENND (North American Local Exchange NPA NXX Database).
This tool can only be used:
• If ICM is using the North American Numbering Plan
• On an Administration & Data Server that includes Real-time Data Server as part of its role.
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Monitoring SIP Dialer Voice Gateway Capacity
The RPUT is composed of the following two files ( installed in the ICM\bin directory):
• region_prefix_data.txt (or the <DatafileName>)
Contains the data this tool uses to update the region prefix table in the ICM database.
• regionfix.exe
This executable reads the region_prefix_data.txt data file and updates the region prefix table.
The RPUT is run from the command line as follows:
Step 1
Open a command prompt (Select Start > Run, then enter cmd, then click OK).
Step 2
Enter the following at the prompt:regionfix.exe <DatafileName> (where <DatafileName>
is the name of the data file).
Note: If the <DatafileName> is left blank, the RPUT uses the region_prefix_data.txt file as the
input data file.
The Regional Prefix Update Tool then shows the version of the input data file and asks if you
want to proceed. If you proceed, the tool connects to the ICM database.The number of records
that are to be updated, deleted and inserted are displayed. These records are put into two
difference files:
• region_prefix_update.txt (which includes deleted entries)
• region_prefix_new.txt.
Step 3
Check the contents of the two files before proceeding.
Step 4
Update the table.
When the update is complete, the tool displays the following message:
Your region prefix table has been successfully updated.
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Appendix A
Registry Settings
This appendix contains information about registry settings for Outbound Option server processes.
Note: Registry settings are located in /Cisco Systems, Inc./ICM/<instance
name>/LoggerA(B)/BlendedAgent/CurrentVersion.
Campaign Manager Registry Settings
The following registry settings modify the behavior of the Campaign Manager:
Registry Setting
Default Setting Description
CallbackTimeLimit (Campaign
Manager only)
15 minutes
Calculates the callback time range for each personal callback
in minutes. The Campaign Manager queries the Personal
Callback List for callback records, where the
CallbackDateTime database column value is between the
current time and current time minus the CallbackTimeLimit.
For example, if the current time is 3:00 PM and the
CallbackTimeLimit is 15 minutes the query to retrieve
Personal Callback records is “where CallbackDateTime >=
2:45 PM and CallbackDateTime <= 3:00 PM.” This column
is also used to control how long a Personal Callback is retried
once sent to a dialer. If the CallbackTimeLimit is set to 15
minutes, the Dialer keeps reserving the agent and calling the
customer for 15 minutes before giving up for that day. The
Dialer re-reserves the agent based on the
PersonalCallbackTimeToRetryReservation registry entry.
DialerDetailBufferSize
20
Describes how many dialer detail records should be buffered
before sending to the Central Controller database.
DialerDetailBufferTimeout
5
Describes how long to wait before sending dialer detail records
to the Central Controller database when the
DialerDetailBufferSize is not reached.
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Registry Settings
Campaign Manager Registry Settings
Registry Setting
Default Setting Description
DialerDetailEnabled
TRUE
EMTHeartBeat (Outbound Option
Import only)
500 milliseconds Outbound Option Import sends a heartbeat message to
Campaign Manager every n milliseconds to indicate it is still
alive.
ImportAreaCodeProcDisable
(Outbound Option Import only)
0, enabled
When set to 0, dialer detail records are not sent from campaign
manager. All Dialer Detail records are disabled.
When set to 0, this setting performs standard region_prefix
matching. When set to 1, the GMT time zones are always set
to the local time zone of the ICM Logger.
If there is a prefix match, the GMT time zones for each
customer record are retrieved from the Region_Prefix table.
Note:
• Time zones are selected based on the data in the
Region_Prefix database. When contacts are imported, the
phone number is assigned a time zone based on the
information in the region prefix table. Each prefix has
settings for the time zone and daylight savings observation.
If the prefix of the contact number does not match any of
the prefixes listed in the region prefix table then the contact
number is assigned the time zone listed in the campaign
configuration tool's Call Target Tab.
• If this registry setting changes, the ICM Logger must be
restarted before the new values take affect. Alternatively,
restart the Outbound Option Import process by closing its
console window.
ImportRegLocalNumberSize
(Outbound Option Import only)
7 digits
The number of digits in a phone number must be greater than
this registry entry to perform a search of the region_prefix
table.
Note: If this registry setting changes, the ICM Logger must
be restarted before the new values take affect. Alternatively,
restart the Outbound Option Import process by closing its
console window.
MinimumCallsForHitRate (Campaign 30 calls
Manager only)
Specifies the minimum number of calls that have to be
attempted before the hit-rate percentage calculation begins
for a given campaign query rule.
PendingOverRetryEnabled
When set to 1, pending records get priority over retry records
for all campaigns.
0
PersonalCallbackNoAnswerRingLimit Minimum value The number of times a customer phone rings before being
(Campaign Manager only)
is 2; maximum classified as an unanswered call.
value is 10;
default is 4 rings
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Registry Settings
Campaign Manager Registry Settings
Registry Setting
Default Setting Description
PersonalCallbackCallStatusToPurge
(Campaign Manager only)
If the registry
entry is missing,
the default values
are C,M
String containing the call status types to consider when purging
old personal callback records. For example, if the string
contains "C,M,F,L,I," all calls with these call statuses will be
purged from the database.
Note:
• This registry setting is not added by default; must be added
manually.
• The call status values can optionally be delimited using a
comma, a hyphen, a semi-colon, or a colon.
PersonalCallbackDaysToPurgeOldRecords Minimum value The number of days after the personal callback has been
(Campaign Manager only)
is 1; maximum scheduled to keep the record before it is purged.
value is 30;
default is 5 days
PersonalCallbackMaxAttemptsDefault 5
(Campaign Manager only)
Sets the maximum number of DAYS a personal callback is
attempted (minimum value is 1; maximum value is 20). When
the number of maximum attempts reaches 0, the record is not
tried again and the status is set to M (max-ed out).
PersonalCallbackMode
1
Not used.
PersonalCallbackRecordsToCache
(Campaign Manager only)
Minimum value The number of personal callback records to send to the
is 5; maximum Outbound Option Dialer at one time.
value is 100;
default is 20
PersonalCallbackSaturdayAllowed
(Campaign Manager only)
0
Indicates whether personal callbacks are allowed on Saturdays.
• 0: Personal callbacks are not allowed on Saturdays and will
be scheduled for the next allowable day. For example, a
personal callback which fails to reach the customer on a
Friday will be rescheduled for the following Monday.
• 1: Personal callbacks are allowed on Saturdays.
PersonalCallbackSundayAllowed
(Campaign Manager only)
0
Indicates whether personal callbacks are allowed on Sundays.
• 0: Personal callbacks are not allowed on Sundays and will
be scheduled for the next allowable day. For example, a
personal callback which fails to reach the customer on a
Friday or Saturday will be rescheduled for the following
Monday.
• 1: Personal callbacks are allowed on Sundays.
PersonalCallbackTimeToCheckForRecords Minimum value The interval time, in minutes, at which the Outbound Option
(Campaign Manager only)
is 1; maximum Dialer checks the Campaign Manager for personal callback
value is 30;
records.
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Registry Settings
Campaign Manager Registry Settings
Registry Setting
Default Setting Description
default is 1
minute
PersonalCallbackTimeToRetryBusy
(Campaign Manager only)
Minimum value Sets the amount of time, in minutes, that the Outbound Option
is 1; maximum Dialer waits before retrying a personal callback when the
customer’s phone is busy.
value is 10;
default is 1
minute
PersonalCallbackTimeToRetryNoAnswer Minimum value Sets the amount of time, in minutes, that the Outbound Option
is 5; maximum Dialer waits before retrying a personal callback when the
(Campaign Manager only)
customer does not answer the phone.
value is 60;
default is 20
minutes
PersonalCallbackTimeToRetryReservation Minimum value Sets the amount of time, in minutes, that the Outbound Option
(Campaign Manager only)
is 1; maximum Dialer waits before retrying to reserve an agent if the agent is
value is 10;
not available.
default is 1
minute
RescheduleCallbacks (Campaign
Manager only)
1
Boolean value. Controls how to handle contacts that were
requested to be called back at a particular time, but were
unreachable at that time for whatever reason.
• 0: Unreachable records will not be rescheduled or purged.
• 1: Unreachable records will be scheduled for retry at the
next valid time.
SQLServer (Campaign Manager and null
Outbound Option Import)
Not used.
TCD_DBComputerName_A
""
Not used.
TCD_DBComputerName_B
""
Not used.
TCD_DBDatabaseName_A
""
Not used.
TCD_DBDatabaseName_B
""
Not used.
TCDCopyPendingEnabled
0
Not used.
TCDEnabled
0
Not used.
TCDKeepDays
30
Not used.
TimeToResetDailyStats (Campaign
Manager only)
30 minutes after Specifies the time of day (in 24-hour format: hh:mm) when
midnight
the real-time statistics for DialerRealTime and
("00:30")
DialerPortRealTime are reset.
UnknownCallStatusResetTime
(Campaign Manager only)
60 minutes
The interval time, in minutes, at which the Campaign Manager
resets the contact records in Unknown status to Pending status
(available for re-use).
Note: Contact records are marked Unknown if they are in the
Active state when the Campaign Manager is initialized or if
the Outbound Option Dialer dialing those (Active) records
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting Description
disconnects from the Campaign Manager due to network or
Outbound Option Dialer failure.
Dialer Registry Settings
The following registry settings modify the behavior of the Outbound Option Dialer:
Registry Setting
Default Setting Description
AnswerTransferUsingAgentPhone
1
When enabled (1), dialer automatically answers customer
calls transferred to agent phones.
AutoAnswerCall
1
This registry key is npt created until the process starts up. It
controls whether the Dialer will auto-answer the call or not.
The recommendation is to disable this and use the auto-answer
in Unified CM, if you want zip tone.
Ca_cnosig
20 seconds
Amount of silence before no ringback is returned, in seconds.
If ringback is not detected within this time limit, the call is
dropped.
Note: Changes made to this setting will not take effect until
after the Outbound Option Dialer is cycled.
CancelDialingCalls
0
Controls behavior when call attempts that have been started
can be cancelled once all agents are occupied and abandon
to IVR is not configured. Setting to 0 will never cancel calls
after they have been started. Setting to 1 will always cancel
calls after they have been started once no agents are available.
A value of 100 will cancel all ringing calls that are less than
100 milliseconds after the dialing was started (that is, line
went off hook).
CaptureEnabled
0
When set to 0, packet capturing is disabled; when set to 1,
packet capturing is enabled.
CaptureOptions
-i 2 -tt -C 20 -s 0 Options associated with packet capture
-W 20 -w
• -i <ifname>: interface name to capture on
DialerCapture
• -tt : Print an unformatted timestamp on each dump line.
• -w <filename>: capture directly to file in pcap format, file
can be opened with Wireshark.
• -C <file_size>: the maximum size of a capture file. The
units of file_size are millions of bytes (1,000,000 bytes,
not 1,048,576 bytes).
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting Description
• -W <filecount>: the number of files created. The capture
files are overwritten from the beginning, thus creating a
rotating buffer. Capture files after the first capture file have
the name specified with the -w flag, with a number after
it, starting at 1 and continuing upward.
• -s : Snarf snaplen bytes of data from each packet rather
than the default of 68 . Setting snaplen to 0 means use
the required length to catch whole packets.
CaptureType
1
When set to 1, capture SIP packets only. When set to 2,
capture the entire data payload on the Dialer host machine.
CCMTransferDelay
0
Not used.
ConsecutiveNoDialToneEvents
3
Not used.
CPAActiveThreshold
32
Signal must exceed CPAActiveThreshold*noiseThreshold
to be considered active. For example, 32 is 10 * log(32) = 15
dB.
CPAAnalysisPeriod
2500
Maximum amount of time (from the moment the systemfirst
detects speech) that analysis will be performed on the input
audio.
CPAJitterBufferDelay
150
The jitter buffer delay (in mS).
CPAMinSilencePeriod
375
Amount of time that the signal must be silent after speech
detection to declare a live voice (in mS).
CPAMinTermTonePeriod
110
Controls the terminate tone period so that for IVR based
outbound calls with "Terminate Tone Detect enabled in
configuration," on detecting an answering machine, the Dialer
detects the termination tone and does not transfer the call
immediately to the IVR.
CPAMaxEnergySTDev
0.1
Normalized standard deviation of a energy of a tone . Values
Lesser than this and CPAMaxToneSTDev are considered as
tones.
CPAMaxNoiseFloor
10000
Maximum Noise floor possible. Used to restrict noise floor
measurement.
CPAMinNoiseFloor
1000
Minimum Noise floor possible. Used to restrict noise floor
measurement.
CPAMaxTermToneAnalysis
15000
The amount of time to wait for the beep of an answering
machine before the dialer connects the agent with the machine
to leave a message.
CPAMaxTimeAnalysis
3000
The amount of time to wait when it is difficult for the dialer
to determine voice or answering machine.
CPAMaxToneSTDEV
0.600000
Standard deviation of zero crossing rate per block. Values
lower than this and CPAMaxEnergySTDev are considered
tones.
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting Description
CPANoiseThresholdPeriod
100ms
The amount of time to wait for initial voice. The
CPAAnalysisPeriod (page 176) starts once the system detects
speech.
CPARecordWaveFile
0 (off)
Setting this entry to 1 enables recording of the CPA period
to assist in troubleshooting. The key must be added to be
enabled.
CTIServerA
""
The machine name where CTI Server Side A resides.
CTIServerB
""
The machine name where CTI Server Side B resides.
CTIServerPortA
""
The TCP port number where CTI Server Side A listens.
CTIServerPortB
""
The TCP port number where CTI Server Side B listens.
CustRecReadyRequestToServer
30 seconds
This value describes the polling interval when the campaign
is enabled, agents are available, and the Dialer needs more
records from the Campaign Manager. The first request will
be sent as soon as the Dialer notices that it is getting low on
records. Subsequent requests will be sent after the
TimeToWaitForRecord times out, based on this polling
interval until more records are received.
DebugDumpAllCalls
1
Makes the Dialer print all debug traces associated with each
call several seconds after the call ends.
DebugDumpAllEvents
1
Causes every debug trace to be printed to the screen
immediately without any delay.
DirectAgentDial
0
Not used.
DisableIPCPA
0
Disables call progress analysis for this Dialer.
EMTHeartBeat
500 milliseconds Dialer sends a heartbeat message to Campaign Manager veery
n milliseconds to indicate it is still alive.
EnableHeartbeat
1 (enabled)
Indiates whether or not heartbeats are enabled on the SIP
Gateway or SIP Proxy.
HBInterval
5 seconds
The time between heartbeats.
HBNumTries
1
The number of times a timeout occurs before the SIP Dialer
identifies the SIP Gateway or SIP Proxy as down.
LongDistancePrefix
"1"
Not used.
MaxAllRecordFiles
500,000,000
The maximum recording file size (in bytes) per SIP Dialer.
MaxMediaTerminationSessions
200
The maximum number of media termination sessions per SIP
Dialer if recording is enabled in the Campaign configuration.
MaxPurgeRecordFiles
100,000,000
The maximum recording file size (in bytes) that the SIP Dialer
will delete when the total recording file size,
MaxAllRecordFiles, is reached.
MaxRecordingSessions
100
The maximum number of recording sessions per SIP Dialer
if recording is enabled in the Campaign configuration.
MRPort
38001
The connection port for the MR PIM.
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting Description
OptimizeAgentAvailability
0
This registry entry is reserved for future use. Leave the value
of this parameter at 0.
OverrideNetworkTones
0
Not used.
PersonalCallbackDN
"PersonalCallback" Contains a script name that the MR PIM receives as a dialed
number when personal callback calls need to reserve agents.
PreviewReservationTimeout
600
Number of seconds to wait before canceling a preview agent’s
reservation call. This key is automatically created when the
Dialer starts. If a preview agent does not accept/reject/skip a
call within this time period, the agent’s reservation call is
dropped and the record is marked as rejected.
Note: This registry setting also works with Direct Preview
mode, and applies to the regular callback calls in both Preview
mode and Direct Preview mode.
ReclassifyTransferFailures
0
Not used.
RTPortFeedDisable
1
When set, real-time dialer port messages are disabled for this
dialer. Enabling the Real Time Port Feed by setting to 0
causes the dialpr01 report to populate, but this can cause
impacts to the Outbound Campaign in delays in getting
records.
Server
""
The machine name of the Campaign Manager.
SetAgentsReadyOnResvDrop
1
When set to 1, the Outbound Option Dialer automatically sets
manual IN agents to the Ready state, if the reservation call
is dropped due to any reason other than transfer of a live
customer call.
If this value is set to 0, then manual IN agents assume the
After Call Work (ACW) state at the end of each reservation
call and manually become ready to receive another call.
SIPServerAddress
NULL
The IP address or DNS hostname of the SIP Proxy or SIP
Gateway that this Dialer will connect to, as specified during
setup.
SIPServerPortNumbewr
5060
The port number that the SIP Dialer uses to communicate
with the server.
SkillGroupQueryDelay
1 second
The amount of time, in seconds, to wait between CTI Server
skill group query requests.
SwitchPrefix
""
Dialing prefix pre-pended to every phone number; for
example, this entry could be used to dial an outside line access
number, such as 9.
TalkTimeAvg
60 seconds
The amount of time an average customer call takes. (Seed
value for talk time, which is adjusted as a moving average as
the system is used.)
TestNumberMaxDigits
5
Maximum length for test phone numbers.Test phone numbers
do not receive any prefixes added by the Dialer.
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting Description
TFTPServer
""
The name of the Unified CM TFTP server. This server is
usually located on the Publisher Unified CM.
TimeToCTIBeginCall
7 seconds
The amount of time, in seconds, to wait for the CTI begin
call event before canceling call.
TimeToFreeStuckCall
7200 seconds,
The amount of time, in seconds, before a customer call is
which is 2 hours declared stuck and dropped.
TimeToFreeStuckPort
7200 seconds,
The amount of time, in seconds, to wait before releasing a
which is 2 hours stuck port.
TimeToHoldCustomer
1 second
The amount of time, in seconds, to wait before abandoning
a customer call due to lack of agents. If abandon to IVR is
enabled for campaigns, this value should be set to 0 to reduce
transfer delays.
TimeToReserve
10 seconds
The amount of time, in seconds, to wait before dropping a
reservation call.
TimeToRetryCustomerRequest
30 seconds
The amount of time, in seconds, to wait before retrying a
close customer record request to the Campaign Manager.
When the Outbound Option Dialer finishes with a customer
record, it sends a close customer record request message to
the Campaign Manager. If this message is not sent, the
Outbound Option Dialer retries the call based on the
configured timeout.
TimeToRingCustomer
8 seconds
The amount of time, in seconds, each customer ring takes.
For example, if this entry is set to 8 and the no-answer
configuration in the campaign is set to 3 rings, then the Dialer
classifies the call as no-answer within 3*8 (24) seconds.
TimeToTransfer
7 seconds
The amount of time, in seconds, to wait before dropping a
call being transferred.
TimeToWaitForCTIResp
3 seconds
The amount of time, in seconds, to wait for the CTI Server
to respond to a request before dropping the call.
TimeToWaitForIPDialTone
4 seconds
The amount of time, in seconds, to wait for the Unified CM
dial tone.
TimeToWaitForMRIResponse
600 seconds (10 The amount of time, in seconds, to wait for the MR PIM to
minutes)
respond to a new task request before cancelling the request.
TimeToWaitForRecord
5 seconds
The amount of time, in seconds, to wait for customer records
from the Campaign Manager before declaring the skill group
disabled.
Once a skill group has been disabled, the Dialer begins polling
the Campaign Manager every
<CustRecReadyRequestToServer> seconds for additional
records.
TOS
0 (off)
Sets the type of Service field in the IP Header on SCCP
packets from the Dialer to the Campaign Manager for Quality
of Service (QoS).
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting Description
Note: This setting does not control the TOS settings on SCCP
packets from the Campaign Manager to the Dialer. These
settings are controlled by the DSCP parameters. Refer to the
Cisco Unified Communications Manager Administration
Guide for detailed information on how to set the DSCP
Unified CM service parameters.
For Release 7.0(0) of Outbound Option, the Dialer was
enhanced to support the marking of SCCP “( Skinny”) packets
with “Type of Service” (TOS). This allows for preferential
treatment (for example, class AF31 for assured forwarding)
of call signaling traffic, if the network is configured to support
this QoS scheme.
By default, the Dialer will not mark packets, which means
traffic is sent “best effort” (TOS = 0).
The Dialer sets TOS markings for outgoing packets only.
Setting TOS on signaling packets from Unified CM to the
Dialer requires configuring Unified CM properly using the
DSCP parameters (refer to theCisco Unified Communications
Manager Administration Guide). If only the Dialer side is
configured, then TOS will be uni-directional and will not
behave correctly.
Configuring Bi-directional Communications:
To turn on TOS with AF31 for bi-directional communications,
configure the following registry keys for the Dialer:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\<customer>\Dialer\ "TOS"=dword:00000068
Note: Note that the dword value listed above is in hex format
(decimal 104).
Important additional configuration instructions:
This type of TOS marking requires the setting of a special
system registry key in Windows 2000 and Windows 2003 as
follows:
HKEY_LOCAL_MACHINE\SYSTEM\
CurrentControlSet\Services\TcpIp\Parameters
"DisableUserTOSSetting"=dword:00000000
DisableUserTOSSetting defaults to 1 (and is not present by
default); therefore, TOS markings are disabled without setting
this key. After this registry key is set, the system needs to be
restarted for this change to become effective. Since this key
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting Description
is a system registry key, then setting it will have an impact
on all the applications running on the system. Hence, if the
Dialer is co-resident with other applications (that is, CTI
Server, router, etc.), then setting it will change the behavior
of other applications.
For additional information, see:
• http://support.microsoft.com/
default.aspx?scid=kb;en-us;258978
• http://www.microsoft.com/resources/documentation/
WindowsServ/2003/all/deployguide/en-us/
Default.asp?url=/resources/documentation/
windowsserv/2003/all/deployguide/en-us/242666.asp
• http://www.microsoft.com/technet/prodtechnol/
windowsserver2003/technologies/networking/
tcpip03.mspx
Note: Important! In order for TOS to become effective, the
network (specifically the routers) needs to be configured to
treat packets with TOS markings preferential.
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Registry Settings
Dialer Registry Settings
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Appendix B
Long Distance Digit Prefix Logic
This appendix provides information about outbound call routing.
How Imported Numbers Are Transformed
The following example displays an outbound call route that provides information about how
imported numbers are transformed for the outbound call.
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Long Distance Digit Prefix Logic
How Imported Numbers Are Transformed
Figure 25: How Imported Numbers Are Transformed
Call Item
Outbound Option
Configuration Field
Description
Final dialing number transferred to either the ACD or
Unified CM (used for debugging/lab purposes only)
ImportedNumber <=
TestNumberMaxDigits Registry
setting
Area Code match beginning of
ImportedNumber
Local area code
Area/city code used at your location, which is
configured in the Dialer Configuration Component
Include Area Code When Dialing
Local area code
Includes the area code for a long distance call or
removes the area code for a local call
PrePend “LongDistancePrefix”
Long distance prefix
Includes the pre-pended value for a long distance call,
which is configured in the Dialer Configuration
Component
PrePend “Dial Prefix” Digits
Dial prefix
Include the dialing prefix required by your location or
by your campaign, which is configured in the Dialer
Configuration Component
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Long Distance Digit Prefix Logic
Dialer Configuration Fields and Registry Settings
Dialer Configuration Fields and Registry Settings
The following example displays the Dialer configuration fields and Registry settings from the
Dumpconf Procmon command that are used in an outbound call.
C:\>procmon
ipccd dialer badialer >>>>dumpconf Dialer Config ------------DialerID : [5006] PeripheralID : [5000] ActiveDialers : [1] LocalAreaCode :
[978] <--- area code DialToneDetectEnabled : [0] HangupTime : [1]
TenDigitDialEnabled : [0] <--- Include area code when dialing PrefixDigits :
[] <--- Dial prefix digits LongDistancePrefix : [1] <---- "Long distance
prefix" Callback config has not been received yet
----------------------------------------- Configured Skill Groups
----------------------- --------- SkillGroupID : [11988] VDN : [11988]
PeripheralNumber : [890] SkillGroupEnableStatus: [0] CampaignName :
[DialAgents] ModeName : [N] TypeName : [I] Customer Count : [0] Customer Count
(idle) : [0] RecordsToCache : [20] PredictiveExt : [890] PreviewExt : [890]
*PortsPerAgent : [1.500000] AgentPercentage : [100] AgentsLoggedIn : [0]
AgentsAvailable : [0] AgentsTalking : [0] *PortsAllocated : [0]
AgentsReadyIn8Secs : [0] TalkTimeAverage : [60] *AgentsToReserveDelta : [0]
*PortsUsedToDialDelta : [0] OverflowAgents : [0] AutoAnswerReservation : [0]
AbandonRate : [2] MaximumLinesPerAgent : [2.000000] NoAnswerRingLimit : [4]
MinimumCallDuration : [1] PreReservedRecordCount: [0] IVRPortCount : [0]
TransferToIVREnabled : [N] TransferAnsMachine : [Y] IVRExt : [] --------SkillGroupID : [-1] VDN : [-1] PeripheralNumber : [0] SkillGroupEnableStatus:
[0] CampaignName : [Callback] ModeName : [A] TypeName : [O] Customer Count :
[0] Customer Count (idle) : [0] RecordsToCache : [0] PredictiveExt : []
PreviewExt : [] *PortsPerAgent : [1.500000] AgentPercentage : [100]
AgentsLoggedIn : [0] AgentsAvailable : [0] AgentsTalking : [0] *PortsAllocated
: [0] AgentsReadyIn8Secs : [0] TalkTimeAverage : [0] *AgentsToReserveDelta :
[0] *PortsUsedToDialDelta : [0] OverflowAgents : [0] AutoAnswerReservation :
[1] AbandonRate : [1] MaximumLinesPerAgent : [3.000000] NoAnswerRingLimit : [3]
MinimumCallDuration : [0] PreReservedRecordCount: [0] IVRPortCount : [0]
TransferToIVREnabled : [N] TransferAnsMachine : [N] IVRExt : [] --------SkillGroupID : [11965] VDN : [11965] PeripheralNumber : [889]
SkillGroupEnableStatus: [0] CampaignName : [TT_ISN] ModeName : [R] TypeName :
[O] Customer Count : [0] Customer Count (idle) : [0] RecordsToCache : [20]
PredictiveExt : [12345] PreviewExt : [12345] *PortsPerAgent : [1.500000]
AgentPercentage : [100] AgentsLoggedIn : [60] AgentsAvailable : [60]
AgentsTalking : [0] *PortsAllocated : [0] AgentsReadyIn8Secs : [0]
TalkTimeAverage : [60] *AgentsToReserveDelta : [0] *PortsUsedToDialDelta : [0]
OverflowAgents : [0] AutoAnswerReservation : [0] AbandonRate : [3]
MaximumLinesPerAgent : [2.500000] NoAnswerRingLimit : [4] MinimumCallDuration :
[1] PreReservedRecordCount: [0] IVRPortCount : [60] TransferToIVREnabled : [Y]
TransferAnsMachine : [Y] IVRExt : [90001] Port Map Config --------------- Port:
[000], Station: [30100] Port: [015], Station: [30115] Port: [081], Station:
[30181] Port: [082], Station: [30182] Port: [083], Station: [30183] Port:
[016], Station: [30116] Port: [031], Station: [30131] Port: [087], Station:
[30187] Port: [023], Station: [30123] Port: [071], Station: [30171] Port:
[095], Station: [30195] Port: [063], Station: [30163] Port: [055], Station:
[30155] Port: [047], Station: [30147] Port: [039], Station: [30139] Port:
[008], Station: [30108] Port: [032], Station: [30132] Port: [024], Station:
[30124] Port: [088], Station: [30188] Port: [072], Station: [30172] Port:
[064], Station: [30164] Port: [048], Station: [30148] Port: [040], Station:
[30140] Port: [001], Station: [30101] Port: [009], Station: [30109] Port:
[033], Station: [30133] Port: [017], Station: [30117] Port: [025], Station:
[30125] Port: [089], Station: [30189] Port: [065], Station: [30165] Port:
[073], Station: [30173] Port: [049], Station: [30149] Port: [041], Station:
[30141] Port: [002], Station: [30102] Port: [018], Station: [30118] Port:
[026], Station: [30126] Port: [090], Station: [30190] Port: [066], Station:
[30166] Port: [074], Station: [30174] Port: [050], Station: [30150] Port:
[042], Station: [30142] Port: [003], Station: [30103] Port: [027], Station:
[30127] Port: [019], Station: [30119] Port: [091], Station: [30191] Port:
[075], Station: [30175] Port: [067], Station: [30167] Port: [059], Station:
[30159] Port: [051], Station: [30151] Port: [043], Station: [30143] Port:
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Long Distance Digit Prefix Logic
Dialer Configuration Fields and Registry Settings
[004], Station: [30104] Port: [020], Station: [30120] Port: [028], Station:
[30128] Port: [092], Station: [30192] Port: [084], Station: [30184] Port:
[076], Station: [30176] Port: [060], Station: [30160] Port: [068], Station:
[30168] Port: [052], Station: [30152] Port: [036], Station: [30136] Port:
[021], Station: [30121] Port: [044], Station: [30144] Port: [093], Station:
[30193] Port: [005], Station: [30105] Port: [029], Station: [30129] Port:
[085], Station: [30185] Port: [069], Station: [30169] Port: [077], Station:
[30177] Port: [061], Station: [30161] Port: [053], Station: [30153] Port:
[037], Station: [30137] Port: [045], Station: [30145] Port: [014], Station:
[30114] Port: [038], Station: [30138] Port: [079], Station: [30179] Port:
[010], Station: [30110] Port: [056], Station: [30156] Port: [034], Station:
[30134] Port: [080], Station: [30180] Port: [057], Station: [30157] Port:
[058], Station: [30158] Port: [022], Station: [30122] Port: [006], Station:
[30106] Port: [030], Station: [30130] Port: [011], Station: [30111] Port:
[035], Station: [30135] Port: [012], Station: [30112] Port: [013], Station:
[30113] Port: [086], Station: [30186] Port: [070], Station: [30170] Port:
[094], Station: [30194] Port: [078], Station: [30178] Port: [062], Station:
[30162] Port: [046], Station: [30146] Port: [054], Station: [30154] Port:
[007], Station: [30107] Registry Config Values ---------------------TimeToCTIBeginCall : [7] TimeToRingCustomer : [8] TimeToHoldCustomer : [1]
TimeToReserve : [10] TimeToTransfer : [7] TimeToFreeStuckPort : [7200]
TimeToFreeStuckCall : [7200] SwitchPrefix : [] TimeToRetryCustomerRequest :
[30] TimeToWaitForRecord : [5] TimeToWaitForCTIResp : [3] TalkTimeAvg : [60]
CustRecReadyRequestToServer: [30] TestNumberMaxDigits : [5] <----- "Test
Number Max digits" ca_cnosig : [20] PortThrottleTime : [2] PortThrottleCount :
[20] OptimizeAgentAvailability : [0] RTPortFeedDisable : [1]
SkillGroupQueryDelay : [1] ReclassifyTransferFailures : [0]
SetAgentsReadyOnResvDrop : [1] DirectAgentDial : [0] OverrideNetworkTones : [0]
AnswrTrnsfrUsingAgentPhone : [1] </end>>>>>
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Appendix C
Dialer_Detail Table
This appendix provides information about the Dialer_Detail table.
About the Dialer_Detail Table
The Dialer_Detail table is an historical table that is present in the Unified ICM/CCE/CCH
database in Releases 7.2(2) and later. Its purpose is to allow detailed dialer records to be written
to the Logger databases and replicated to each HDS database.
This table can become very large. Running custom reporting queries against it while it is on the
HDS can degrade performance. To optimize performance, extract the data from the HDS into
your own custom database on a separate server (one that is not used for other Unified
ICM/CCE/CCH components). Use only DBDateTime (date and time of the record that was
written to the HDSdatabase) to perform the extraction. The table on the custom database can
be indexed according to the custom reporting needs
Advantages
Data stored in this table allow for better management of the system and generation of custom
reports.
For example, the table stores the following:
• The contact's Account Number and the Call Result so that the last termination code can be
obtained for each contact
• An identifier for the Agent so that skipped records and callbacks scheduled by each agent
can be determined
• Additional data for better troubleshooting of Outbound Dialer attempts such as the CallID
that was used to place the call.
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Dialer_Detail Table
Dialer_Detail Table Database Fields and Descriptions
Data Flow
1. After making an attempt to contact a customer, the Dialer sends the results to the Campaign
Manager in a CloseCustomerRecord message.
The CloseCustomerRecord message is also sent if the Agent chooses to skip a call in
preview mode. Results for Personal Callback attempts are sent to the Campaign Manager
using a ClosePersonalCallbackRecord message.
2. Campaign Manager then sends a Dialer Detail record to the Router.
At this point, the message flow is identical to all other historical data in the system.
3. The Router passes the historical data information to the Historical Logger process.
4. The Historical Logger process commits the data to the Logger database.
5. The Replication process on the Logger passes the historical data to the Replication process
on the Historical Data Server (HDS).
6. The Replication process on the HDS commits the data to the HDS database.
Fault Tolerance
When the Router is down or the Campaign Manager loses the connection to the Router, the
Campaign Manager stores Dialer_Detail records in afile on the server where Campaign Manager
is running. All the Dialer_Detail records in the cached file are sent to the Router when the
connection is restored.
Dialer_Detail Table Database Fields and Descriptions
For a full description of the databasefields for the Dialer_Detail table, see theDatabase Schema
Handbook for Cisco Unified ICM/Contact Center Enterprise & Hosted .
CallResult Codes and Values
The CallResult field can be populated with the following values:
Table 13: CallResult Codes and Values
Value
Description
0
Dialer has not yet attempted to contact that customer record
2
Error condition while dialing
3
Number reported not in service by network
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Dialer_Detail Table
Dialer_Detail Table Database Fields and Descriptions
Value
Description
4
No ringback from network when dial attempted
5
Operator intercept returned from network when dial attempted
6
No dial tone when dialer port went off hook
7
Number reported as invalid by the network
8
Customer phone did not answer
9
Customer phone was busy
10
Customer answered and was connected to agent
11
Fax machine detected
12
Answering machine detected
13
Dialer stopped dialing customer due to lack of agents or network stopped dialing before it was
complete
14
Customer requested callback
16
Call was abandoned by the dialer due to lack of agents
17
Failed to reserve agent for personal callback.
18
Agent has skipped or rejected a preview call or personal callback call.
19
Agent has skipped or rejected a preview call with the close option
20
Customer has been abandoned to an IVR
21
Customer dropped call within configured abandoned time
22
Mostly used with TDM switches - network answering machine, such as a network voicemail
23
Number successfully contacted but wrong number
24
Number successfully contacted but reached the wrong person
25
Dialer has flushed this record due to a change in the skillgroup or the campaign
26
The number was on the do not call list
27
Call disconnected by the carrier or the network while ringing
28
Dead air or low voice volume call
CallStatusZone Values
The CallStatusZone1 and CallStatusZone2 fields can be populated with the following values
that show the current status of the customer record for the zone.
The values are:
Table 14: CallStatusZone Values
Value
Description
A
Active: Stored in CallStatusZoneX (1 or 2). A zone is set to active when it has been sent to a
dialer for dialing.
B
A callback was requested. Stored in CallStatusZone1 and CallStatusZone2field when a regular
callback (non personal callback) has been scheduled.The Callback time itself is stored in both
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Dialer_Detail Table
Dialer_Detail Table Database Fields and Descriptions
Value
Description
the CallbackDateTimeZone1 and CallbackDateTimeZone2 columns since the callback overrides
the inividual zones.
C
Closed: Record has been closed for that particular zone, so the record will not be retried ag
ain
for that zone (zone1 or zone2).
J
Agent rejected (closed out the record)
M
The maximum number of attempts has been reached. Stored in both CallStatusZone1 and
CallStatusZone2. A record is set to “M” when it has dialed the maximum times as specified
in the campaign and will not be retried again. Both zones are set to "M" to indicate no further
calling in either zone.
P
Pending. Stored in CallStatusZoneX (1 or 2). This is the initial state of a record before any
dialing has taken place. The record remains in the pending state for a particular zone until all
of the numbers specified for that zone are dialed. A pending contact which has already dialed
at least one dialer from its sequence will ha
ve at least one CallBackDateTimeXX column filled
in with a retry time.
R
Retry. Stored in CallStatusZoneX (1 or 2) for the zone where the Retry is scheduled.The retry
time itself is stored in the CallbackDateTimeZoneX (1 or 2) as well as in the individual number
column CallbackDateTimeXX, where XX is the number to be retried (01 - 10). Call can be
retried for a variety of reasons including receiving a busy or no answer result, etc.
S
A personal callback was requested. Stored in both CallStatusZone1 and CallStatusZone2. A
record is set to “S” when it has been scheduled for a personal callback. Both zones are set to
“S” to indicate that it has been moved to the personal callback list.
U
Unknown: Stored in CallStatusZone1 and CallStatusZone2. A record is set to Unknown if its
status was “A” when the Campaign Manager started. If the Campaign Manager shuts down
when a record is at a dialer, it no longer knows its status when it restarts; therefore, it will
remain in “U” state until the record is returned to it.
X
For a personal callback, the agent is not available, and the reschedule mode isAbandon. (This
value is used for CallStatusZone1 only.)
DialingMode Values
The DialingMode field can be populated with the following values that show the campaign
mode for the call. This field is NULL for Do Not Call entries.
Values are as follows:
Table 15: DialingMode Values
Value
Description
1
Predictive only
2
Predictive blended
3
Preview only
4
Preview blended
5
Progressive only
6
Progressive blended
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Dialer_Detail Table Database Fields and Descriptions
Value
Description
7
Direct preview only
8
Direct preview blended
CallResults Table
The following CallResults table maps the call result to the campaign call report.
Table 16: CallResults Table
Call Result
Description
Reporting Column Counted as Detected Live Retry Action
Attempt?
Voice?
2
Error condition while None
dialing
No
No
None, but returned to the
pending state
3
Number reported not None
in service by network
Yes
No
None
4
No ringback from
network when dial
attempted
Yes
No
No answer
5
Operator intercept
SITTone
returned from network
when dial attempted
Yes
No
None
6
No dial tone when
dialer port went off
hook
Yes
No
No answer
7
Number reported as SITTone
invalid by the network
Yes
No
None
8
Customer phone did
not answer
NoAnswer
Yes
No
No answer
9
Customer phone was
busy
Busy
Yes
No
Busy
10
Customer answered Voice
and was connected to
agent
Yes
Yes
None
11
Fax machine detected Fax
Yes
No
None
12
Answering machine
detected
13
Dialer stopped dialing Cancelled
customer due to lack of
agents
Yes
No
Dialer Abandoned
14
Customer requested
callback
Callback &
PersonalCallback
Yes
Yes
None
15
Callback Machine
Callback &
PersonalCallback
Yes
No
None
NoRingBack
NoDialTone
AnsweringMachine Yes
No, but transfer Answering Machine, if
to agent
needed
possible
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Dialer_Detail Table
Dialer_Detail Table Database Fields and Descriptions
Call Result
Description
Reporting Column Counted as Detected Live Retry Action
Attempt?
Voice?
16
Call was abandoned by Abandon
the dialer due to lack
of agents
Yes
Yes
Dialer Abandoned
17
Failed to reserve agent None
for personal callback
No
No
No answer
18
Agent has skipped or AgentRejected
rejected a preview call
or personal callback
call
Yes
No
No answer
19
Agent has skipped or AgentClosed
rejected a preview call
with the close option
Yes
No
None
20
Customer has been
AbandonToIVR
abandoned to an IVR
Yes
Yes
Dialer Abandoned, if needed
21
Customer dropped call CustomerAbandon Yes
within configured
abandoned time
Yes
Customer Abandoned
22
Mostly used withTDM NetworkAnsMachine Yes
switches - network
answering machine,
such as a network
voicemail
No
Answering Machine, if
needed
23
Number successfully WrongNumber
contacted but wrong
number
Yes
Yes
None
24
Number successfully CustomerNotHome Yes
contacted but reached
the wrong person
Yes
Customer not home
25
Dialer has flushed this None
record due to a change
in the skillgroup, the
campaign, etc.
No
No
None, but returned to the
pending state
26
The number was on the None
do not call list
No
No
None
27
Network disconnected NoRingback
while alerting
Yes
No
No answer
28
Low Energy or Dead
Air call detected by
CPA
Yes
No
No answer
NoRingback
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Appendix D
Termination_Call_Detail Table
This appendix provides a summary of new peripheral call types that identify the dialing mode
of reservation and customer calls, and describes the PeripheralCallType and CallDisposition
column values used in the Termination_Call_Detail table. It also provides the CED column
values for Outbound Option reservation or personal callback calls.
Peripheral Call Types
Mapping of Release 8.x to Release 6.0(0) and Earlier Peripheral Call Types
This section maps the Release 8.x peripheral call types to Release 6.0(0) and earlier peripheral
call types.
Table 17: Mapping of Release 8.x Peripheral Call Types to Release 6.0(0) and earlier Peripheral Call Types
Peripheral Call Type
Description
CALLTYPE_RESERVATION
CALLTYPE_OO_RESERVATION_PREVIEW = 27
CALLTYPE_OO_RESERVATION_PREVIEWDIRECT = 28
CALLTYPE_OO_RESERVATION_PREDICTIVE = 29
CALLTYPE_OO_RESERVATION_CALLBACK = 30
CALLTYPE_OO_RESERVATION_PERSONALCALLBACK = 31
CALLTYPE_AUTO_OUT
CALLTYPE_OO_CUSTOMER_PREDICTIVE = 34
CALLTYPE_OO_CUSTOMER_IVR = 37
CALLTYPE_PREVIEW
CALLTYPE_OO_CUSTOMER_PREVIEW = 32
CALLTYPE_OO_CUSTOMER_CALLBACK = 35
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Termination_Call_Detail Table
Peripheral Call Types
Peripheral Call Type
Description
CALLTYPE_OO_CUSTOMER_PREVIEWDIRECT = 33
CALLTYPE_OO_CUSTOMER_PERSONALCALLBACK = 36
CALLTYPE_OO_CUSTOMER_PREDICTIVE = 34
CALLTYPE_OO_CUSTOMER_IVR = 37
Call Disposition Values Used in the Termination_Call_Detail Table
The followin CallDisposition values can be interpreted as Outbound Option Result Codes:
• 01. ABAND_NETWORK - Customer phone number not in service
• 02. ABAND_LOCAL_QUEUE - An outbound call was abandoned either by the customer
or dialer 08. BUSY - Outbound call resulted in a busy signal
• 19. RING_NO_ANSWER - Outbound call was not answered in the allotted time
• 20. INTERCEPT_REORDER - Dialer did not receive a ring back from theACD on network
• 21. INTERCEPT_DENIAL - Customer call was intercepted by the operator
• 22. TIME_OUT - Dialer unable to detect dial tone
• 23. VOICE_ENERGY - Outbound call was answered by a person
Note: On Unified CCE, this result might also represent a call answered by an answering
machine.
• 24. NONCLASSIFIED_ENERGY_DETECT - Outbound call reached a FAX machine
• 26. UABORT - Outbound call was disconnected before customer answered
Note: For UABORT, under some Dialer generated calls there can be race conditions resulting
in difference Call Disposition and it is recommended to refer Dialer Detail records for exact
results.
• 33. ANSWERING_MACHINE - Outbound call was answered by answering machine
CED Column Values
The CED column values for Outbound Option reservation or personal callback calls are as
follows:
"Callback" = Personal callback customer call
"ICM_BA_Reservation_Call" = Reservation call
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Termination_Call_Detail Table
TCD Column Descriptions
TCD Column Descriptions
The following types of records will be generated when the Outbound Option Dialer mak
es agent
reservation calls and customer calls.
Reservation Calls
Reservation calls generate two TCD records and one RCD record:
• IPCC reservation call (TCD) as described below.
• MR PIM reservation entry “not a real call” (TCD) as described below.
• MR PIM route request (RCD) as described on the next page.
Note: This record is a route request sent from the Dialer via the MR PIM.
IPCC Reservation Call
PeripheralCallType = 18 (Reserve)
CallDisposition = 6 (agent abandon)
DialedNumber =Number dialed to run routing script
CED = ICM_BA_Reservation_Call
DNIS = Agent phone number (also InstrumentPortNumber)
HoldTime =Most of reserve time is kept under this bucket
TalkTime = Prior to reservation call being placed on hold the talking bucket is incremented
Duration = Total reservation time
AgentPeripheralNumber = Agent Login ID
PeripheralCallKey = Unique peripheral call ID
ANI = Customer phone number (only available for Preview reservation calls)
RouterCallKeyDay/RouterCallKey = Maps reservation call to MR reservation request and
associates it with route_call_detail record
MR PIM Reservation Entry “Not a Real Call” (TCD)
PeripheralID = MR PIM Peripheral ID (not Unified CM Peripheral ID)
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Termination_Call_Detail Table
TCD Column Descriptions
PeripheralCallType = 1 (ACD IN; all MR calls are this type)
CallDisposition = 14 (call handled by Dialer)
RouterCallKeyDay/RouterCallKey = Maps MR reservation request to actual reservation call
and associates it with MR reservation route_call_detail record
MR PIM Route Request (RCD - route_call_detail)
RouterCallKeyDay/RouterCallKey = Maps MR reservation route to actual reservation call and
associates it with MR reservation route_call_detail record
RequestType = 6 (Post-Routing)
RoutingClientID = MR PIM used by Dialer
ScriptID = Script used to service agent reservation request
RouterErrorCode = 0 (no error)
Label = Agent phone extension
DialedNumberString = Dialed number used to choose script
Customer Calls
Customer calls generate up to two TCD records:
• Initial customer call transferred to agent (TCD) as described in Table D-2.
• Customer speaking with agent (TCD) as described in Table D-3.
Table 18: Initial Customer Call Transferred to Agent (TCD)
Column Name
Description
PeripheralCallType
One of the following:
• 32 (preview)
• 33 (preview direct)
• 34 (predictive)
• 35 (callback)
• 36 (personal callback)
• 37 (IVR)
DigitsDialed
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Customer phone number
Termination_Call_Detail Table
Transfer to IVR TCD Records
Column Name
Description
CallDisposition
29 (announced transfer, call was transferred to agent)
Duration
Number of seconds agent was reserved for an outbound call
including amount of time it took to reserve the agent
HoldTime
Number of seconds agent was reserved
ICRCallKey
Unique key for TCD record
ICRCallKeyChild
Call key identifying the transferred customer call
PeripheralCallKey
Unique peripheral call ID (same as transferred call)
ANI
Customer phone number
Table 19: Customer Speaking With Agent (TCD)
Column Name
Description
AgentSkillTargetID
ICM agent ID
SkillGroupSkillTargetID
ICM skill group ID
PeripheralCallType
One of the following:
• 32 (preview)
• 33 (preview direct)
• 34 (predictive)
• 35 (callback)
• 36 (personal callback)
• 37 (IVR)
DigitsDialed
Agent phone extension
CallDisposition
13 (disconnect/drop handled, call was handled by agent)
Duration
Total customer handle time (including talk and wrap-up)
TalkTime
Agent talk time
ICRCallKey
Unique key for TCD record
ICRCallKeyChild
Call key identifying the original customer call prior to the
transfer
PeripheralCallKey
Unique peripheral call ID (same as original customer call
prior to transfer)
ANI
Customer phone number
Transfer to IVR TCD Records
Transfer to IVR calls generate up to three TCD records:
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Termination_Call_Detail Table
Transfer to IVR TCD Records
• Initial Customer Call on Unified CM PIM Transferred to Route Point
• Transferred Customer Call on Unified CM PIM Redirected to IVR
• IVR Playing a Message on VRU Pim to a Customer
Note:
• If the call is not answered, only one TCD record will be generated.
• If the Dialer transfers a customer to an IVR while the IVR is xperiencing
e
technical difficulties,
the record will close in the Dialing List table, with a CallResult of 10 (V
oice) or 16 (Abandon).
However, in the t_Termination_Call_Detail table the CallDisposition will be 7 (Short) or 10
(Disconnect/drop no answer) for the second CM PIMTCD record. The first Unified CM PIM
TCD record will have a value of 23 (Voice Energy). The CallDisposition for the VRU PIM
TCD record will be 27 (Failed Software).
For calls transferred to an IVR, depending on the sequence of events occurring from Unified
CM to Unified CCE, an extra TCD might be generated.
• Scenario one: If the call arrived at the IVR before it cleared from theAgent PG side, no extra
TCD will be generated.
• Scenario two: If the call cleared from theAgent PG side first, an extra TCD will be generated.
There is no guarantee of the event order for events coming from Unified CM; therefore, Unified
CCE might generate consistent reports based on inconsistent events.
Initial Customer Call on Unified CM PIM Transferred to Route Point
• PeripheralCallType - one of the following
– 32 (preview)
– 33 (preview direct)
– 34 (predictive)
– 35 (callback)
– 36 (personal callback)
– 37 (IVR)
• DigitsDialed - Customer phone number
• CallDisposition - 29 (announced transfer, call was transferred to route point)
• Duration - Number of seconds it took the Dialer to dial the customer phone number and
have the customer pick up the phone
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Termination_Call_Detail Table
Transfer to IVR TCD Records
• ICRCallKey - Unique key for TCD record
• ICRCallKeyChild - Call key identifying the transferred customer call
• PeripheralCallKey- Unique peripheral call ID (same as transferred call)
• ANI - Customer phone number
Transferred Customer Call on Unified CM PIM Redirected to IVR
• PeripheralCallType - one of the following
– 32 (preview)
– 33 (preview direct)
– 34 (predictive)
– 35 (callback)
– 36 (personal callback)
– 37 (IVR)
• DigitsDialed - Customer phone number
• CallDisposition - 15 (redirect)
• Duration - Number of seconds it took the Dialer to redirect the call
• ICRCallKey - Unique key for TCD record
• ICRCallKeyParent - Call key identifying the initial customer call
• PeripheralCallKey - Unique peripheral call ID (same as transferred call)
• ANI - Customer phone number
IVR Playing a Message on VRU Pim to a Customer
• PeripheralCallType - 1 (ACD in, call comes into IVR)
• DigitsDialed - Digits dialed to reach the route point, which executes the translation route
• CallDisposition - 13 (disconnect/drop handled, call was handled by IVR) or 6 (abandon;
customer hangs up the phone before the IVR message ends)
• LocalQTime - Total customer handle time at the IVR
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Termination_Call_Detail Table
Transfer to IVR TCD Records
• ICRCallKey - Unique key for TCD record
• PeripheralCallKey - Unique peripheral call ID (same as original customer call prior to
transfer)
• ANI - Customer phone number
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Appendix E
Dialing List Table
This appendix provides information about the Dialing List table. (This table is used for
troubleshooting purposes.)
Other applications are not allowed to access it for reading, writing, or using triggers.
Dialing List Table Columns
There is a separate Dialing List table for every Campaign and Query Rule combination. The
naming convention for each table is “DL_CCCC_QQQQ,” where “CCCC” is the database ID
of the campaign and “QQQQ” is the database ID for the query rule. The table below displays
the Dialing Table column names and their description.
Table 20: Dialing List Table Columns for Release 7.0(0)
Dialing List ID
Type
Autoincrement value - unique for
each Campaign Query Rule table
Phone01 through Phone10
VARCHAR20
Phone number imported into Phone01
through Phone 10 standard column
PhoneExt01 through
PhoneExt10
VARCHAR8
Phone number extension imported into
PhoneExt01 through PhoneExt10
standard column
CallbackNumber
VARCHAR20
Phone number to be used for a regular
callback - can be supplied by the agent
CallResult
SMALLINT
The call result from the last call placed
for this record (see Call Result
definitions).
CallResult01 through
CallResult10
SMALLINT
The call result from the last time
Phone01through Phone10 was called
(see Call Result definitions).
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Dialing List Table
Dialing List Table Columns
Dialing List ID
Type
Autoincrement value - unique for
each Campaign Query Rule table
CallResult01 will capture the results
of all requested regular callback calls
for Phone01 to Phone10
LastZoneDialed
SMALLINT
The last zone that was dialed (0
indicates zone1, 1 indicates zone2)
LastNumberDialedZone1
SMALLINT
The last number dialed in zone1 (1 for
phone01, 2 for phone02, etc.)
LastNumberDialedZone2
SMALLINT
The last number dialed in zone2 (1 for
phone01, 2 for phone02, etc.)
CallsMadeToZone1
SMALLINT
The number of calls made to numbers
in zone 1
Note: For a call which an Outbound
Agent has scheduled a callback, the
CallResult will be reset to 0
CallsMadeToZone2
SMALLINT
The number of calls made to numbers
in zone 2
Note: For a call which an Outbound
Agent has scheduled a callback, the
CallResult will be reset to 0
CallbackDateTimeZone1
DATETIME
The date/time when the next call to
this zone will occur
CallbackDateTimeZone2
DATETIME
The number of calls made to numbers
in zone 2
CallbackDateTime01 through DATETIME
CallbackDateTime010
The date/time when the next call to
this phone number will occur
GMTPhone01 through
GMTPhone10
SMALLINT
The time zone where this phone
number is located
DSTPhone01 through
DSTPhone10
SMALLINT
Is DST observed at this phone number
(boolean).
CallStatusZone1 and
CallStatusZone2
CHAR(1)
The call status (pending, retry,
callback, etc.) for this zone
AccountNumber
VARCHAR25
Customer’s account number
LastName
VARCHAR50
Customer’s last name
FirstName
VARCHAR50
Customer’s first name.
ImportRuleDate
DATETIME
The date/time when the record was
imported.
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Appendix F
Scheduling Contacts Between Customers and
Specific Agents
This appendix describes the Personal Callback List and documents all the columns in the personal
callback table.
Note: This table is insert only, and can be used to perform queries.
Personal Callback List
The Personal Callback List maintains a list of customer records scheduled to be called back by
a specific agent. The Campaign Manager creates the Personal_Callback_List in the Outbound
Option private database the first time the Campaign Manager runs.The Personal_Callback_List
is managed by the Campaign Manager.
When an agent (working in an outbound campaign) schedules a personal callback with the
personal callback mode enabled, the scheduled callback is treated as a personal callback (for
the agent who scheduled the callback). The original record in the contact_list is updated with
CallStatus=S ("S" indicates the customer record has a personal callback scheduled) and a new
record is inserted into the Personal_Callback_List.
The following table documents all the columns in the personal callback table.
Table 21: Personal Callback Table Columns
Column Name
Type
Description
PersonalCallbackListID
AUTO-INT
Unique identifier for each record in this table.
DialingListID
INT
Cross-references a record that has been moved from the
contact_list to this table.
CampaignID
INT
Campaign ID (if the record was originally dialed as part
of a campaign).
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Scheduling Contacts Between Customers and Specific Agents
Personal Callback List
Column Name
Type
Description
PeripheralID
INT
Peripheral ID for the peripheral where the agent would
be available.
AgentID
INT
Agent to which the call has to be connected.
AlternateVDN
VARCHAR
VDN to use (if original agent is unavailable).
GMTZone
SMALLINT
GMT of the customer number (if NULL. the local GMT
zone is assumed). If this value is provided, it must always
be a positive value from 0 to 23. Convert all negative
GMT values using the following formula: 24 + (negative
GMT value). For example, the US eastern time zone is
-5, so the value stored in this column is 24 + (-5) = 19.
Phone
VARCHAR
Phone number to call back.
AccountNumber
VARCHAR
Customer account number.
MaxAttempts
INT
Maximum number of times a call will be attempted
(decrements at each attempt). An "attempt" is defined as
the Outbound Option Dialer’s attempt to reserve the agent
and make the customer call. Since the Outbound Option
Dialer is responsible for placing multiple customer call
attempts (busy, no answer), the actual individual call
attempts are not tracked here; only the end result at the
end of the callback time range.
Note: Once this column is set to 0 no more attempts will
be made.
CallbackDateTime
DATETIME
Time to attempt customer callback is normalized to the
logger GMT zone; for example, if the Campaign Manager
is in Boston and the customer is in California and wished
to be contacted at 3:00 PM, the time in this column w
ould
be 6:00 PM.
CallStatus
CHAR
Current status of the callback record, such as 'P' for
pending or 'C' for closed.
Note: New records must be set to 'P.'
CallResult
SMALLINT
Telephony call result (busy, no answer, etc.) or agent
reservation attempt result (Agent Rejected Call, Unable
to reserve, etc.).
LastName
VARCHAR
Last name of the customer.
FirstName
VARCHAR
First name of the customer.
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Appendix G
CTI OS Outbound Option ECC Variable Settings
This appendix contains a sample .REGfile, which creates the applicable Outbound Option ECC
registry entries for CTI OS.
If your call center has both inbound and outbound call traffic, also see the "ECC Variables in
Mixed Inbound and Outbound Call Centers (page 206)" section.
ECC Variables for Outbound Call Centers
Note: This registry file must be run on the CTI OS server.
REGEDIT4
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance] [HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns] [HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems, Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number] [HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems, Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\1] "Type"="CallID"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\2] "Type"="CallStatus"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\3] "Type"="DNIS"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\4] "Type"="ANI"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\5] "Type"="CED"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\6] "Type"="DialedNumber"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\7] "Type"="CallType"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
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CTI OS Outbound Option ECC Variable Settings
ECC Variables in Mixed Inbound and Outbound Call Centers
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\8] "Type"="WrapUp" "maxchars"="39"
"editable"="true" [HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\9] "Type"="ECC" "Name"="BAResponse"
"Header"="BAResponse" "Maxchars"="24" "ReadOnly"="false"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\10] "Type"="ECC" "Name"="BAStatus"
"Header"="BAStatus" "Maxchars"="3" "ReadOnly"="true"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\11] "Type"="ECC"
"Name"="BAAccountNumber" "Header"="BAAccountNumber" "Maxchars"="33"
"ReadOnly"="true" [HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\12] "Type"="ECC"
"Name"="BATimeZone" "Header"="BATimeZone" "Maxchars"="7" "ReadOnly"="true"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\13] "Type"="ECC"
"Name"="BACampaign" "Header"="BACampaign" "Maxchars"="33" "ReadOnly"="true"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\14] "Type"="ECC"
"Name"="BADialedListID" "Header"="BADialedListID" "Maxchars"="33"
"ReadOnly"="false" [HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\15] "Type"="QueryRuleID"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\16] "Type"="CampaignID"
"Maxchars"="39" "editable"="false"
ECC Variables in Mixed Inbound and Outbound Call Centers
The example registry settings above (also found in CTIOS_bin\blendedagent_addecc.reg) will
overwrite existing peripheral call variables for inbound traffic.
There is another file in the CTIOS_bin directory called callappearance.default.reg.txt that
restores the variables to their default setting.
In mixed inbound and outbound call centers, you can create a new registry file using examples
from both callappearance.default.reg.txt and blendedagent_addecc.reg to create a set of variables
that meet your mixed call center’s needs.
For example, in the code below, the third line ends in 9. The 9 indicates the column number.
Therefore, column 9 displays Var1, since the type in line 4 of the example below is set to Var1.
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems, Inc.\CTIOS\CTIOS_InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\9] "Type"="Var1" "maxchars"="39"
"editable"="true"
You can pick and choose the columns that you need and the applicable display type. Cut and
paste from the two files into a new registry file, editing as needed, then import the new file into
the registry.
Note: The registry files are provided as examples. You can also manually edit the registry to
achieve the same results.
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Appendix H
Mapping of PSTN Cause Codes to SIP Events
PSTN Cause Codes and SIP Events
The following table lists PSTN cause codes and the corresponding SIP event mappings that are
set by default. Any code other than the codes listed are mapped by default to 500 Internal server
error.
Table 22: Default PSTN Cause Code to SIP Event Mappings
SIP Event (Cause Code CallResultDetail)
PSTNCauseCode Reason
*Call State
Call Result
183
1
0
7
183
4
0
7
183
22
0
7
183
28
0
7
404
0*
0
7
404
1
0
7
404
31
0
7
408
102
0
6
410
22
0
7
480
18
1
4
480
18
2
8
480
19
0
8
480
20
1
4
480
18
2
27
480
20
2
27
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Mapping of PSTN Cause Codes to SIP Events
PSTN Cause Codes and SIP Events
SIP Event (Cause Code CallResultDetail)
PSTNCauseCode Reason
*Call State
Call Result
480
20
3
21
481
127
0
21
484
28
0
7
485
1
0
7
486
0
0
9
486
17
0
9
487
127
0
6
487
127
1
4
487
127
2
8
502
38
0
6
502
0
0
6
503
0
0
6
503
34
0
6
503
41
0
6
503
42
0
6
503
47
0
6
503
87
0
6
580
47
0
6
500
4
0
7
500
5
500
6
500
44
500
8
500
9
1
4
500
39
1
4
500
16
1
4
500
16
2
8
500
16
3
21
500
44
0
6
500
46
0
9
500
63
0
7
500
86
0
21
604
1
0
7
600
17
0
9
481
0
3
2
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Mapping of PSTN Cause Codes to SIP Events
PSTN Cause Codes and SIP Events
Note: The SIP Dialer will take default action to classify the call result 2 (error) for all of 4xx,
5xx and 6xx SIP events with other PSTN cause codes.
* 0 - No PSTN
eCS_NONE = 0
eCS_INITIATED = 1
eCS_ALERTED = 2
eCS_CONNECTED = 3
eCS_INVALID_RESULT = 4
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Mapping of PSTN Cause Codes to SIP Events
PSTN Cause Codes and SIP Events
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Index
with call progress analaysis....27
Index
attributes, adding to a contact list....160
blended
abandon rates, end-of-day calculations....163
agent....25
adding
campaigns....25
agents....157
campaign skill group reporting....26
Enterprise Data fields to the Layout list....81, 108
skill groups....25
administrative scripts
callbacks
ServiceLevelControl....145
calling order priority....23
TimeBasedControl....144
overview....20
admin scripts....48
personal....21
Admin Workstation
regular....21
configuration....42
WebView....42
agent PG
call progress analysis
overview....27
call types
about....41
peripheral....193
deployments....41
reporting....24
agents
Campaign Manager
adding....157
component, about....32
blended....25
fault recovery....49
campaign....20
registry settings....171
dedicating particular agent to only perform outbound
activity....158
managing idle time....164
not accepting or refusing a contact....158
reporting templates....156
re-skilling....158
skilled for multiple active campaigns....25
working with smaller skill groups....25
Agtskg06 report....156
Agtskg10 report....156
Agtskg11 report....156
Agtskg12 report....156
answering machine detection
with call progress analysis....27
answering machine terminating beep detection
campaign query rule reporting....23
campaigns
agent....20
agents skilled for mutiple active....25
blended....25
callbacks....20
customer time versus system time....26
dialing modes....17
dialing order....22
dialing time....26
end-of-day calculations for abandon rate....163
initial values for lines per agent....162
limitations of smaller agent groups....164
managing predictive....162
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 8.0(1)
Index 211
Index
masking caller ID....19
CCE software overview....29
overview....17
CED column values....194
port requirements, modes....36
changing
reporting....23
max attempts....162
reporting templates....154
changing multi-tenant parameter limits....149
retry records in append....166
Cisco Agent Desktop (CAD)
running effective....161
overview of components....43
running single versus multiple....161
using Cisco Agent Desktop soft phone....43
skill group reporting....26
using Cisco Desktop Administrator....44
skill group reporting for blended....26
using Cisco Supervisor Desktop....44
skill groups....24
transferring AMD calls to agents....163
transfer to IVR....22
tuning the parameters....163
working with smaller skill groups....25
Camqry01 report....155
Camqry02 report....155
Camqry03 report....155
Camqry04 report....155
Camqry05 report....155
Camqry06 report....155
Camqry10 report....155
Camqry11 report....155
Camqry12 report....155
Camqry13 report....155
Camqry14 report....155
Camqry15 report....155
Camqry16 report....155
Camqry17 report....155
Camqry18 report....155
Camqry19 report....155
Camqry20 report....155
Camqry21 report....155
Camqry22 report....155
Camqry23 report....155
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 8.0(1)
Index 212
Cisco Desktop Adminstrator
adding the Enterprise Data fields to the Layout
list....81, 108
Outbound Option enterprise data....81, 107
setting up Outbound Option....81, 107
component relationships, Outbound Option....31
concepts, Outbound Option....12
Configuration Components....118
configuring
auto answer on agent phones....101
campaigns and imports....117
Dialer component....58, 90
MR PG....61, 93
Outbound Option Multi-Tenant customer
instances....149
port map....60, 92
queue to agent node....67
system options....63, 95
contact information, previewing....16
Contact list....15
adding attributes....160
creating
call type....137
campaign....128
dialed numbers....122
Do Not Call list....159
Index
enterprise route....67
advantages....187
enterprise skill group....67
CallResult codes and values....188
import rule....123
CallResults table....191
query rule....127
CallStatusZone values....189
CTI controls, installing....79, 106
database fields and descriptions....188
CTI ECC variables, using....44
data flow....188
CTI OS
DialingMode values....190
about....43
fault tolerance....188
integrating Outbound Option....79, 106
getting results for individual customers....161
Outbound Option ECC variable settings....205
CTI Server
Properties....76, 103
CTI Toolkit Outbound Desktop (Win32), installing....80,
107
customer time, campaign....26
Daylight savings....172
desktops
button performance....47
Outbound Option....43
Dialer
component, about....34
component status bar, checking....82, 109
configuration, single....146
example of process flow in Predictive mode....36
fault recovery....49
installation instructions....76, 103
options, single....146
overview....29
port allocation....35
reporting templates....156
saturation....165
single options....165
using one with the Service Control Manager
option....146
Dialer_Detail table
about....187
Dialer01 report....157
Dialer10 report....157
Dialer11 report....157
Dialer12 report....157
Dialers
definition....7
dialing
modes, Direct Preview....17
modes, Predictive....18
modes, Preview....17
modes, Progressive....18
sequential....23
Dialing List
getting results for individual customers....162
dialing modes
Predictive....119
Preview....119
Progressive....120
understanding....119
Dialpr01 report....157
Direct Preview dialing mode....17
Direct Preview mode
enabling....120
disabling
ringback during transfer to agent....70, 100
Do Not Call list....15
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 8.0(1)
Index 213
Index
running....159
creating....159
ECC variables....44
types....15
CTI OS Outbound Option....205
Imprule01 report....156
enabling....63, 95
Imprule10 report....156
for outbound call centers....205
installing
Cisco CTI controls....79, 106
in mixed inbound and outbound call centers....206
fault recovery
CTI Toolkit Outbound Desktop (Win32)....80, 107
Campaign Manager....49
Dialer component....76, 103
Dialer....49
MR PG....78, 105
fax/modem detection
with call progress analysis....27
features
integrating Outbound Option with CTI OS....79, 106
JTAPI, modifying for calls to invalid numbers....105
lists
abandoned and retry call settings....11
Contact....15
activity reports....10
Do Not Call....15
agent re-skilling....11
Personal Callback....203
callbacks....10
managing
Call Progress Analysis (CPA)....10
agent idle time....164
campaign management....9
effective campaigns....161
campaign prefix digits for dialed numbers....12
masking caller ID....19
Dialer....9
max attempts, changing....162
dialing modes....10
modifying JTAPI for calls to invalid numbers....105
list of Outbound Option....8
navigating Outbound Option Configuration Components
managing skill groups....9
Outbound ECC variables support in Siebel 7.5.3 and
later....12
Outbound Option support on IPCC Hosted....12
sequential dialing....11
transfer to IVR....11
getting results for individual customers....161
Import component....33
Import Rule
reporting templates....156
imports
Contact list....15
Do Not Call list....15
reporting....16
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 8.0(1)
Index 214
overview....118
Network VRU
creating....60, 93
outbound dialing modes....119
Outbound Option
architectural overview....29
concepts, how they relate to each other....12
configuration tools overview....118
Dialer component, overview....29
enterprise data....81, 107
features....8
high-level overview....8
installation overview....51, 55, 87
Index
installation prerequisites....52
reporting
private database, creating....74, 101
agent....156
reports....153
blended campaign skill group....26
scripting....48
call type....24
software components....30
campaign....23
solution....8
Campaign....154
Outbound Option Dialer
campaign query rule....23
adding a component....76, 103
campaign skill group....26
installation instructions....76, 103
Dialer....42, 156
registry settings....175
Dialer saturation....165
pending contracts, calling order priority....23
half-hour....154
peripheral gateway
import....16
about....41
Import Rule....156
agent....41
managing agent idle time....164
media routing....41
real-time....154
peripherals
call types....193
retry records in append campaigns....166
running out of available records....166
Perskg11 report....155
single Dialer options....165
Perskg12 report....156
skill group....155
Personal Callback list....203
sources of higher idle times....165
ports
transfer to IVR....24
requirements for campaign modes....36
predictive algorithm
example....119
managing....162
tuning the parameters....163
understanding....153
reservation scripts....49
re-skilling
agent....158
retries, calling order priority....23
Predictive dialing mode....18, 119
ringback, disabling during transfer to agent....70, 100
prerequisites
running
Outbound Option installation....52
effective campaigns....161
Preview dialing mode....17, 119
imports....159
Progressive dialing mode....18, 120
out of available records....166
PSTN Cause Codes mapping to SIP Events....207
scheduling contacts using Personal Callback List....203
query rules
scripting
overview....16
registry settings....171
Outbound Option....48
Outbound Option admin scripts....48
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 8.0(1)
Index 215
Index
Outbound Option reservation scripts....49
scripts
enabling ECC variables....63, 95
importing and assigning Dialer ports....99
administrative, example of ServiceLevelControl....145
installing CTI controls....79, 106
administrative, example of TimeBasedControl....144
installing CTI Toolkit Outbound Desktop....80, 107
script selector configuration
on IPCC installation....151
installing MR PG....78, 105
installing the Dialer component....76, 103
SIP Events....207
IPCC Enterprise outbound configuration....55, 87
skill groups
mapping scripts and call types and dialed
numbers....146
agents skilled for multiple active campaigns....25
blended....25
campaign....24
reporting for campaign....26
reporting temmplates....155
working with smaller....25
system time, campaign....27
tasks
adding enterprise data fields to the layout list..81, 108
administrative/supervisory....153
configuring auto answer on agent phones....101
configuring Dialer component....58, 90
configuring MR PG....61, 93
configuring personal callbacks....64, 96
configuring port map....60, 92
setting up administrative script....141
setting up Outbound Option in Cisco Desktop
Administrator....81, 107
setting up reservation script....137
software installation and database creation....57, 89
system options....63, 95
Unified CM configuration....56, 70, 88, 99
verifying DN/script selector configuration....151
TCD column descriptions....195
TCD records, transfer to IVR....197
templates
agent activity....156
campaign consolidated detailed records status by
half-hour/daily for selected time period....155
configuring queue to agent node....67
campaign consolidated records status by half-hour/daily
for selected time period....155
configuring transfer to IVR script....138
campaign dialing times....155
creating call type....137
campaign query rules by half-hour ....155
creating campaign....128
campaign records breakdown of attempts for selected
time period....155
creating dialed numbers....122
creating enterprise route....67
campaign records breakdown per query rule of attempts
for selected time period....155
creating enterprise skill group....67
campaign records status....155
creating import rule....123
campaign records status by half-hour....155
creating Network VRU....60, 93
creating query rule....127
campaign records status by half-hour/daily for selected
time period....155
creating the Outbound Option private database....74,
101
campaign records status per query rule by
half-hour/daily for selected time period....155
disabling ringback during transfer to agent....70, 100
current status of all campaign records....155
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 8.0(1)
Index 216
Index
dialer activity by port....157
DN/Script Selector configuration....151
dialer capacity by half-hour/daily....157
system installation....82, 109
dialer detection by half-hour....157
Unified CM connectivity....111
dialer detection status....157
Outbound Option counts....156
WebView
reports....153
predictive calls by skill group....156
preview calls by skill group....156
query rule dialing times....155
query rules within a campaign....155
real-time table of query rules within a campaign...155
records imported....156
records imported by time range....156
reservation calls by skill group....156
skill groups and associated Outbound Option
status....155
transferring
AMD calls to agents....163
transfer to IVR
campaigns....22
example of process flow....37
reporting....24
TCD records....197
Unified CCE software overview....29
using
Cisco Agent Desktop soft phone....43
Cisco Desktop Administrator....44
Cisco Supervisor Desktop....44
CTI ECC variables....44
IVR....42
values, initial for lines per agent....162
verifying
campaign configuration....151
critical configuration steps....84, 111
database configuration....84, 114
Dialer port map configuration....113
DN/script selector configuration....151
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 8.0(1)
Index 217
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