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 Release 10.0(1)
First Published: December 12, 2013
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CONTENTS
Preface
Preface xiii
Purpose xiii
Audience xiii
Organization xiv
Related Documentation xv
Product Naming Conventions xvi
Conventions xvi
Documentation and Support xvii
Documentation Feedback xviii
CHAPTER 1
Outbound Business Concepts 1
Overview 1
Automatic Dialers 1
Cisco Outbound Solution 1
High-Level Overview of Cisco Outbound Option 2
Outbound Option Features 2
Unified CCE Compatible Dialer 2
Campaign Management 3
Unified Contact Center Software Management of Skill Groups 3
Dedicated and Blended Dialing Modes 3
Outbound Option Dialing Modes 3
Outbound Option activity reports 4
Callbacks 4
Call Progress Analysis (CPA) 4
Transfer to IVR 4
Sequential Dialing 4
Cisco IP Contact Center Agent Re-skilling 5
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Abandoned and Retry Call Settings 5
Campaign Prefix Digits for Dialed Numbers 5
Outbound Option Support on Cisco Unified Contact Center Hosted 5
Outbound ECC Variables Support in Siebel 7.5.3 and Later 5
Relationships Between Outbound Option Components 6
Imports 8
Do Not Call List Imports 8
Contact List Imports 9
Import Rule Reports 9
Query Rules 10
Campaigns 10
Dialing Modes 10
Caller ID Masking by Campaign 12
Agent Campaigns 13
Callbacks 13
About Regular Callbacks 14
About Personal Callbacks 14
Transfer to IVR Campaigns 15
Dialing Order 15
Sequential Dialing 16
Contact Priority Among Callbacks, Retries, and Pending Contacts 16
Campaign Reports 16
Campaign Query Rule Reports 17
Transfer to IVR Reports 17
Call Type Reports 17
Campaign Skill Groups 17
Smaller Skill Groups 18
Blended Campaigns/Skill Groups 18
Agents Skilled for Multiple Active Campaigns 18
Campaign Skill Group Reports 18
Blended Campaign Skill Group Reports 19
Customer Time Versus System Time 19
Customer Time 19
System Time 20
Call Progress Analysis (Answering Machine Detection) 20
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CHAPTER 2
Architectural Overview 21
Unified CCE Software Overview 21
Outbound Option Software Components 22
Outbound Option Component Relationships 23
Outbound Option Campaign Manager Component 24
Outbound Option Import Component 25
Outbound Option Dialer Component 25
SIP Dialer 25
Dialer Port Allocation 26
Port Allocations for Campaign Modes 27
Outbound Option Dialer Process Flow 28
Transfer to IVR Call Flow 29
Transfer to Agent Call Flow: SIP Dialer with SIP Proxy 30
Transfer to IVR Call Flow: SIP Dialer with SIP Proxy 31
Transfer to Agent - SIP Dialer with No SIP Proxy 32
Peripheral Gateway (PG) 33
Agent PG 33
Media Routing PG 33
IVR 33
Administration and Data Server: Configuration 34
Cisco Unified Intelligence Center 34
Dialer Reports 34
Outbound Option Agent Desktops 34
Cisco CTI Object Server (CTI OS) 34
Cisco Agent Desktop (CAD) 35
Cisco Agent Desktop 35
Cisco Supervisor Desktop 35
Cisco Desktop Administrator 36
Cisco Finesse 36
Outbound Option Extended Call Context Variables 36
Desktop Button Behavior 39
Outbound Option Scripting 40
Outbound Option administrative scripts 41
Outbound Option agent reservation scripts 41
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Fault Recovery 42
Campaign Manager Fault Recovery 42
Dialer Fault Recovery 42
CHAPTER 3
Outbound Option Installation: Preliminary Steps 45
Before You Begin 45
Dialer Component Performance Optimization 45
Auto-answer Settings 45
Outbound Option Database Size 45
IVR Integration 46
System Requirements 46
Installation Procedure Locations 46
CHAPTER 4
Outbound Option Installation: SIP Dialer 47
Installation task maps 47
System Configuration for Outbound Option 47
Software Installation and Database Creation 48
Unified CCE configuration for Outbound Option 49
Configure the PG 49
Configure Dialer Component 50
Configure Port Map 51
Create a Network VRU 52
Configure Media Routing PG (MR PG) 52
Send to VRU 53
Configure Skill Group 54
Create Dialed Number 55
Configure System Options 56
Enable Expanded Call Variables 56
(Optional) Configure Personal Callbacks 56
Create an Enterprise Skill Group 60
Create an Enterprise Route 61
Configure Queue to Agent Node 62
Packet Capture 63
Unified Communications Manager and Gateway Configuration 64
Disable Ringback During Transfer to Agent for SCCP 64
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Disable Ringback During Transfer to Agent for SIP 65
Configuration of Voice Gateways, SIP Proxy, or Cisco Unified Border Element 68
Configure SIP Trunks 70
Outbound Option Software Installation Steps 71
Software Installation and Database Creation 71
Create Outbound Option Private Database 71
Configure Logger 73
Upgrade of an Outbound Option Database from a Previous Release 73
Install Dialer Component on the PG Platform 73
Modification of Local Static Route File 75
Edit Dialer-Related Registry Values 75
Install MR PG 75
Installation of Cisco CTI Controls 76
Integrate Outbound Option with CTI OS 76
Configure CTI OS Server for Outbound Option 77
Install CTI Toolkit Outbound Desktop (Win32) 78
Integrate Outbound Option with Standard CTI Toolkit Agent Desktop 78
Set Outbound Option Expanded Call Variables 78
Setup of Outbound Option in Cisco Desktop Administrator 79
Outbound Option Enterprise Data 79
Add Enterprise Data Fields to Layout List 79
Verification 80
Dialer Component Status 81
Verify Critical Configuration Steps 83
Verify Database Configuration 83
Verify Router Registry Key 83
CHAPTER 5
Outbound Option Installation: SCCP Dialer 85
Installation task maps 86
Unified CCE Outbound Configuration 86
Cisco Unified CM and Gateway Configuration 86
Software Installation and Database Creation 87
Unified CCE Outbound Option Configuration 88
Configure IPCC PG 88
Configure Dialer Component 89
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Configure Port Map 90
Create a Network VRU 91
Configure Media Routing PG (MR PG) 91
Configure Skill Group 92
Create Dialed Number 93
Configure System Options 93
Enable ECC Variables 94
Configuration and scheduling of personal callback feature 94
Configure Personal Callbacks 94
Create Enterprise Skill Group 97
Create Enterprise Route 98
Configure Queue to Agent Node 98
Unified CMr and Gateway Configuration 99
Import and Assign Dialer Ports 100
Disable Ringback During Transfer to Agent for SIP 101
Auto Answer Configuration on Agent Phones 102
Outbound Option Software Installation Steps 102
Create Outbound Option Private Database 102
Upgrade of Outbound Option from Previous Release 103
Install Dialer Component 103
Configure Dialer After Installation 105
Modify JTAPI for Calls to Invalid Numbers 105
Install MR PG 105
Installation of Cisco CTI Controls 106
Integrate Outbound Option with CTI OS 106
Install CTI Toolkit Outbound Desktop (Win32) 107
Setup of Outbound Option in Cisco Desktop Administrator 108
Outbound Option Enterprise Data 108
Add Enterprise Data Fields to Layout List 108
Verification 109
Troubleshoot Connections 110
Verify Critical Configuration Steps 112
Verify Connectivity 112
Verify Dialer Port Map Configuration 115
Verify Database Configuration 116
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Verify Router Registry Key 117
CHAPTER 6
Configuration of Campaigns and Imports 119
Outbound Option Configuration Process Overview 120
Dialing Modes 121
Predictive Dialing 122
Predictive Dialing Description 122
Preview Dialing 122
Direct Preview Dialing 122
Progressive Dialing 123
Configuration Process Task Maps 123
Campaign Task List 123
Transfer to IVR Campaign Tasks 124
Configure Skill Group 125
Create Dialed Numbers 125
Configure Dialed Numbers 126
Create Import Rule 127
Import Rule General Tab Page 128
Import Rule Definition Tab Page 129
Imports 131
Import Procedure 131
Create Do Not Call List 131
Create Contact Import File 133
Import Rule Schedule tab page 133
Create a Query Rule 134
Create a Campaign 135
Campaign General Tab Page 136
Modification of Maximum Number of Attempts in a Campaign 139
Parameter Tuning 139
Campaign Purpose Tab Page 140
Query Rule Selection Tab Page 142
Skill Group Selection Tab Page 143
Call Target Tab 145
Notes on Editing a Campaign in Progress 146
Create an Enterprise Skill Group 146
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Create an Enterprise Route 146
Create a Call Type 147
Outbound Option Scripting 147
Outbound Option administrative scripts 147
Outbound Option agent reservation scripts 148
Set Up Reservation Script 148
Script for Agent Campaign 148
Configure a Transfer to IVR Script 149
Set Up Administrative Script 151
Sample Administrative Scripts 154
Administrative Script: TimeBasedControl 155
Map Scripts, Call Types, and Dialed Numbers 155
Configure Translation Route for Use with SIP Dialer 156
Multi-Tenant Customer Instances Configuration 156
SIP Dialer Recording Parameters Configuration 156
Verification of Dialed NumberDN/Script Selector Configuration 157
Verify DN/Script Selector Configuration 157
Verify Campaign Configuration 157
CHAPTER 7
Administrative and Supervisory Tasks 159
Reports 159
Outbound Option Reports 159
Campaign reports 160
Skill Group Reports 161
Agent Reports 161
Import Rule Reports 162
Dialer Reports 163
Agent Management 163
Agent Addition 164
Dedicate an Agent to Only Perform Outbound Activity 164
Agent Re-skilling 164
Imports 164
Import Procedure 165
Create Do Not Call List 165
Add Attributes to a Contact List 166
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Campaign Management 167
Single Campaign Versus Multiple Campaigns 167
Results from Individual Customers 167
Interpret Information from Dialer_Detail Table 167
Dialing List 167
Management of Predictive Campaigns 168
Initial Values for Lines per Agent 168
End-of-Day Calculation for Abandon Rate 168
Transfer of Answering Machine Detection Calls to Agents 168
Parameter Tuning 168
Limitations of Smaller Agent Groups 169
Management of Agent Idle Time 169
Sources of Higher Idle Times in Reports 170
Dialer Saturation 170
Few Available Records 170
Retry Records in Append Campaigns 170
SIP Dialer Voice Gateway Over-capacity Errors 171
Update the North American Numbering Plan Data 171
APPENDIX A
Registry Settings 173
Campaign Manager Registry Settings 173
Dialer Registry Settings 177
APPENDIX B
Long Distance Digit Prefix Logic 185
Transformation of Imported Numbers 185
Dialer Configuration Fields and Registry Settings 186
APPENDIX C
Dialer_Detail Table 189
About the Dialer_Detail Table 189
Advantages 189
Data Flow 189
Fault Tolerance 190
Dialer_Detail Table Database Fields and Descriptions 190
CallResult Codes and Values 190
CallStatusZone Values 191
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DialingMode Values 193
CallResults Table 193
Outbound dialer call result for combinations of PSTN and status code 196
APPENDIX D
Termination_Call_Detail Table 199
Peripheral call types 199
Map Release 8.x to Release 6.0(0) and Earlier Peripheral Call Types 199
Call Disposition Values Used in Termination_Call_Detail Table 200
CED Column Values 200
TCD Column Descriptions 201
Reservation Calls 201
IPCC Reservation Call 201
MR PIM Reservation Entry Not a Real Call (TCD) 201
MR PIM Route Request (RCD - route_call_detail) 202
Customer Calls 202
Transfer to IVR TCD Records 204
Initial Customer Call on PIM Transferred to Route Point 204
Transferred Customer Call on Unified CM PIM Redirected to IVR 205
IVR Plays a Message on VRU PIM to a Customer 205
APPENDIX E
Termination_Call_Detail Table 207
Dialing_List Table Columns 207
APPENDIX F
Schedule of Contacts Between Customers and Agents 211
Personal_Callback_List Table 211
APPENDIX G
CTI OS Outbound Option ECC Variable Settings 215
ECC Variables for Outbound Call Centers Example 215
ECC Variables in Mixed Inbound and Outbound Call Centers Example 216
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Preface
• Purpose, page xiii
• Audience, page xiii
• Organization, page xiv
• Related Documentation, page xv
• Product Naming Conventions, page xvi
• Conventions, page xvi
• Documentation and Support, page xvii
• Documentation Feedback, page xviii
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, see the online help.
Note
You must have a copy of the Staging Guide Cisco Unified ICM/Contact Center Enterprise & Hosted,
available in addition to this manual 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 experts who perform
the following functions using Outbound Option:
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Preface
Organization
• 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 or disabling a campaign. This group of users needs to know
how to read and interpret reports to help them run their business.
• 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”
Provides a high-level overview of Outbound Option and its
components.
Intended Audience: all audiences
Chapter 2, “Architectural Overview”
Intended Audience: System
Administrators/Administrators
Chapter 3, “Outbound Option Installation:
Preliminary Steps”
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, “Outbound Option Installation:
Preliminary Steps”
Provides all the information users need to install Outbound
Option with a Session Initiation Protocol (SIP) Dialer.
Intended Audience: System Administrators
Chapter 5, “Outbound Option Installation:
SCCP Dialer”
Provides all the information users need to install Outbound
Option with a Skinny Call Control Protocol (SCCP) Dialer.
Intended Audience: System Administrators
Chapter 6, “Configuration of Campaigns and Provides all the information users need to configure Outbound
Option.
Imports”
Intended Audience: Administrators
Chapter 7, “Administrative and Supervisory
Tasks”
Intended Audience:
Administrators/Supervisors who may or
may not have administrative permission
Provides information about reading reports, agent desktops,
adding and reskilling agents, running imports, and running
and managing effective campaigns,
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Preface
Related Documentation
Chapter
Description
Appendix A, “Registry Settings”
Contains information about registry settings for Outbound
Option server processes.
Appendix B, “Long Distance Digit Prefix
Logic”
Provides information about outbound call routing.
Appendix C, “Dialer_Detail Table”
Provides information about the Dialer_Detail table, a
historical table that was incorporated into the IP Contact
Center (IPCC) database in Release 7.2(1). It allows detailed
dialer records to be written to the Logger databases and
replicated to each Historical Data Server (HDS) database.
Appendix D, “Termination_Call_Detail Table” 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.
Appendix E, “Dialing List Table”
Provides information about the Dialing List table. Only the
Outbound Option application uses the Dialing List table.
Other applications are not allowed to access it for reading,
writing, or using triggers.
Appendix F, “Schedule of Contacts Between Documents all the columns in the personal callback table.
Customers and Agents”
Appendix G, “CTI OS Outbound Option ECC Contains a sample .REG file, which creates the applicable
Outbound Option expanded call context (ECC) registry
Variable Settings”
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,
and Cisco Support Tools.
• For documentation for these Cisco Unified Contact Center Products, go to http://www.cisco.com/cisco/
web/psa/default.html, select Voice and Unified Communications > Customer Collaboration > Cisco
Unified Contact Center Products or Cisco Unified Voice Self-Service Products, and select the
product/option you are interested in.
• For troubleshooting tips for these Cisco Unified Contact Center Products, go to http://docwiki.cisco.com/
wiki/Category:Troubleshooting, and then click the product/option you are interested in.
• Documentation for Unified CM is accessible from: http://www.cisco.com/cisco/web/psa/default.html.
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Preface
Product Naming Conventions
• 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 on the Cisco software support methodology, see the 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.
• 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 defined 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 (ICM) Enterprise
Edition
Cisco Unified Intelligent Contact
Management Enterprise
Unified ICME
Cisco Intelligent Contact
Cisco Unified Intelligent Contact
Management (ICM) Hosted Edition Management Hosted
Unified ICMH
Cisco CallManager/Cisco Unified Cisco Unified Communications
CallManager
Manager
Unified CM
Conventions
This manual uses the following conventions:
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Preface
Documentation and Support
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.
• A syntax value that the user must replace; for example: IF
(condition, true-value, false-value)
• A book title; for example: See the Cisco CRS Installation Guide.
Window font, such as Courier, is used for the following:
window font
• Text as it appears in code or that the window displays; 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.
Documentation and Support
For information on obtaining documentation, submitting a service request, and gathering additional information,
see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco
technical documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Subscribe to the What's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed
and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free
service and Cisco currently supports RSS Version 2.0.
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Preface
Documentation Feedback
Documentation Feedback
You can provide comments about this document by sending e-mail to the following address:
mailto:[email protected]
We appreciate your comments.
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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.
• Overview, page 1
• Imports, page 8
• Query Rules, page 10
• Campaigns, page 10
• Campaign Skill Groups, page 17
• Customer Time Versus System Time, page 19
• Call Progress Analysis (Answering Machine Detection), page 20
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.
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 agents do not waste time on
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.
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
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Outbound Business Concepts
High-Level Overview of Cisco Outbound Option
(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 the Cisco Outbound Option, you can configure a contact center for automated outbound activities.
Outbound Option Features
Outbound Option features include:
• Unified CCE Compatible Dialer
• Campaign Management
• Unified Contact Center Software Management of Skill Groups
• Outbound Option Dialing Modes
• Outbound Option activity reports
• Callbacks
• Call Progress Analysis (CPA)
• Transfer to IVR
• Sequential Dialing
• Cisco IP Contact Center Agent Re-skilling
• Abandoned and Retry Call Settings
• Campaign Prefix Digits for Dialed Numbers
• Outbound Option Support on Cisco Unified Contact Center Hosted
• Outbound ECC Variables Support in Siebel 7.5.3 and Later
Unified CCE Compatible Dialer
Cisco IP Contact Center can be implemented in a single-site environment or integrated into a multi-site contact
center enterprise. Some capabilities of Unified CCE include intelligent call routing, ACD functionality,
network-to-desktop computer telephony integration (CTI), IVR integration, call queuing, and consolidated
reporting.
With Unified CCE integration, customer calls are placed using the Cisco Voice Gateway, using the Unified
CM for call control.
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Outbound Business Concepts
Outbound Option Features
Outbound Option on Unified CCE provides a native multi-site outbound dialing solution.
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.
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 Outbound Control skill
group setting is set to Dedicated, inbound calls must not be routed to that skill group.
Outbound Option Dialing Modes
Outbound Option supports the following dialing modes:
• Preview
• Direct Preview
• Progressive
• Predictive
Related Topics
Dialing Modes, on page 10
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Outbound Business Concepts
Outbound Option Features
Outbound Option activity reports
Outbound Option uses Unified CCE software reporting features provided by the Cisco Unified Intelligence
Center (Unified Intelligence Center) application, including agent, campaign, dialer, and skill groups report
templates created especially for Outbound Option customers.
Related Topics
Administrative and Supervisory Tasks, on page 159
Callbacks
Depending on the Outbound Option campaign settings, a callback can be scheduled as a personal callback
or a regular callback.
Related Topics
Callbacks, on page 13
Call Progress Analysis (CPA)
Call Progress Analysis (CPA) uses a combination of call signaling and media stream analysis to differentiate
various types of calls.
You enable recording of CPA on a per campaign basis on the Dialer itself by setting the Call Progress Analysis
option on the Campaign Purpose Tab Page of the Outbound Option Campaign tool.
The Dialer will only record up to 100 simultaneous CPA streams. The streams are stored in CPM format. By
default, the system will automatically purge old recording files when it reaches 500 meg. For details about
configuring CPA recording, see information on SIP Dialer Recording Parameters Configuration.
Related Topics
Call Progress Analysis (Answering Machine Detection), on page 20
Create a Campaign, on page 135
SIP Dialer Recording Parameters Configuration, on page 156
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.
Related Topics
Transfer to IVR Campaigns, on page 15
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.
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Outbound Option Features
Related Topics
Sequential Dialing, on page 16
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
sign-in 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 about 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.
Related Topics
Agent Re-skilling, on page 164
Abandoned and Retry Call Settings
The Campaign component contains fields to support abandoned and retry calls.
For detailed instructions on how to configure abandoned and retry call settings, see the Outbound Option
online help.
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.”
Related Topics
Create a Campaign, on page 135
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, and so forth).
See the Unified CCH documentation set for more details.
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 the Cisco Unified CRM Connector for Siebel guide for detailed information about the ECC variables
support for Outbound Option.
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Relationships Between Outbound Option Components
Relationships Between Outbound Option Components
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.
Figure 1: Outbound Option Component Relationships
Note
Items outlined in blue in Figure 1 indicate that 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.
See the “Imports” section for more
details.
Set of criteria for selecting customer contacts from a customer list.
Note
Query Rule
Note
See the “Query Rules” section for more
details.
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Concept
Description
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 a
Transfer 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.
See the “Campaigns” section for more
details.
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.
Note
Skill Group
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.
See the “Campaign Skill Groups” section for more
details.
Agent Peripheral Gateway A collection of agents and skill groups that are bound to a specific Unified CM.
(PG)
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” section in Chapter 2, Architectural Overview, for
more details.
An Outbound Option component that places Outbound Option calls. The Dialer
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
Dialer
See the “Outbound Option Dialer Component” section in Chapter 2,
Architectural Overview, for more details.
List of contact information that you provide during import.
Note
Customer List
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Imports
Concept
Description
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.
See the “Contact List Imports” section for more
details.
The list of customer contacts that Outbound Option dials to make outbound calls.
There is one dialing list for each campaign query rule.
Note
Dialing List
Each campaign query rule combination results in a unique dialing list.
Only one dialing list is active at a time for a particular campaign. Whenever a
dialing list is active, it is 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” section in Chapter 7, Administrative/Supervisory
Tasks, for more details.
Using some of the preceding terms, the following example demonstrates what happens during an Outbound
Option import:
1 Outbound Option imports the user's customer list into an internal table of customer contacts.
2 While the import process continues, a query rule filter selects and inserts data from the customer contacts
into a dialing list.
3 Outbound Option reads in records from the dialing list for the campaign, and sends the records to be dialed
to dialers co-located on peripherals where associated skill groups are configured.
Note
See the “Create a Campaign” section in Chapter 6, “Configuring Campaigns and Imports,” for details about
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 existing 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 are 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
that they not 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
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solution checks at the last minute before actually placing the call. You can update a Do Not Call list while a
campaign is running, and the update will immediately affect records that have not been sent to a Dialer.
Records already sent from the Campaign Manager to the Dialer will not be affected, because those records
are beyond the control of the Campaign Manager.
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.
Related Topics
Create Do Not Call List, on page 131
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 validation step where improperly
formatted records are flagged 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 and 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 result in the same customer being dialed twice.
Note
See the “Add Attributes to a Contact List” 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 saving time information is assigned to each
contact by matching phone numbers to region prefix strings. If any of the phone numbers for a contact do not
match a configured region prefix, the contact list import will use the default time zone data configured for the
campaign.
Import Rule Reports
The same import rule reports are used for Do Not Call and Contact List imports. The reports display a historical
view of when imports occurred, 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 format validation was performed.
Related Topics
Administrative and Supervisory Tasks, on page 159
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Query Rules
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.
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) or IVRs (Transfer to IVR Campaigns) 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 “Create a Campaign” section in Chapter 6, “Configuring Campaigns and Imports,” for more details.
Dialing Modes
Outbound Option supports the following dialing modes:
• Preview: The agent previews the contact information on the desktop before deciding whether this contact
should be dialed or not, so the agent can decide to skip to the next contact. After the agent accepts a
contact, the Dialer places the call 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 receives 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.
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Dialing Modes
In Preview mode, if the agent skips or rejects the call, 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 because
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 after the agent accepts. This dialing mode also avoids the possibility of abandoning calls
and answering machine detection false positives. After initiating the call, the agent hears the ringing so
that there is no delay when the customer answers, but 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 while 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 can 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 lowers 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; for example, the hit rate changes from 10% to 30% in a few minutes. It
is very difficult for the Predictive Dialer to cope with hit rate changes of this magnitude and still keep
the Abandon Rate under the daily Abandon Rate target.
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Caller ID Masking by Campaign
Note
Because there is a wide variation in how long each phone call lasts, Predictive mode
determines the proper number of customers to call for each agent given 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 (when 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 under the following conditions:
• 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.
After 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 a Unified CCE software problem).
After 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.
Caller ID Masking 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 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.” The prefix digits are
always prepended to the beginning of the number, so that they can easily be stripped using translation patterns.
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Agent Campaigns
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.
Agent Campaigns
In an agent campaign, Outbound Option dials customers and transfers them to agents in targeted skill groups.
The Dialer monitors for available agents. When the Dialer determines that an agent is available, the peripheral
gateway (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. After the agent is reserved, the Dialer places outbound calls
to customer contacts using the dialing mode that was set for the campaign skill group. After the Dialer identifies
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 the 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. At this point the
Dialer determines what to do with the second answered call. If another agent is reserved in the campaign, the
call will be transferred there. Otherwise, the call will be transferred to the IVR or IVRs that are configured in
the Abandon to IVR setting for the campaign skill group. If no IVR is 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 the 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 regular callback or
a personal callback.
• Regular callbacks can be handled by any agent assigned to the campaign, where the customer is called
back using the configured campaign mode.
• Personal callbacks allow the customer to receive a callback from the agent they spoke to when they were
first contacted. 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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Callbacks
Related Topics
About Regular Callbacks, on page 14
About Personal Callbacks, on page 14
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 elapsed time exceeds the
CallbackTimeLimit, 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 feature 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 was used to schedule the callback. Be aware that only one
Dialer on a particular peripheral is assigned personal callback records.
The personal callback feature supports three callback modes:
• Use the alternate VDN (the call will be routed to the skill group DN for the campaign associated with
the callback, if the DN is available).
If this option is selected and the specified agent is not available at the designated callback time, the call
is routed to another agent right away.
• Reschedule the personal callback to the same time the next business day.
• Abandon the personal callback.
The following actions can take place during a personal callback:
• If the customer cannot be reached during the specified callback time, the call is rescheduled or abandoned
based on the configuration setup or until the specified maximum number of attempts has been exhausted.
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• 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.
• When the callback mode is set to Reschedule or Abandon:
◦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.
• When the callback mode is set to Alternate VDN:
◦If the specified agent is not available or not logged in, another agent is reserved for the callback
using the dialed number of the associated campaign skill group.
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 this requires special integration with
third-party applications to import these records. See Appendix F, “Schedule of Contacts Between Customers
and Agents”, 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 includes 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 used for transfer to IVR campaigns, and it
attempts 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 for an 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 initiates contacts for a campaign based on the ordering in the imported contact list. This
order is not changed during the import.
Each number for the contact is dialed once, in the order it is 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 are retried.
See Chapter 6, “Configuration of Campaigns and Imports”for more information.
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Campaign Reports
Sequential Dialing
The sequential dialing feature, accessed through the Campaign Call Target 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 for both zones.
Note
Customers are dialed based on the time zone of the first phone that is 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.
Contact Priority Among Callbacks, Retries, and Pending Contacts
The contact priority order is as follows:
• Top priority is given to customers who have requested callbacks. This ensures that the customers are
called at the time that they requested.
• Retries get second priority. A contact is 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. This setting ensures that all numbers and records are tried once before retries
are attempted. See Appendix A, “Registry Settings”, for detailed information.
Campaign Reports
The query rule call activity and pending record reports are available as campaign roll-ups 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
the consolidated reports mix 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, and so on.
Related Topics
Administrative and Supervisory Tasks, on page 159
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Outbound Business Concepts
Campaign Skill Groups
Campaign Query Rule Reports
There are two general categories of campaign query rule reports:
• 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 approximately a dozen categories.
Transfer to IVR Reports
The campaign and query rule call activity reports display accurate call activity for calls that are not transferred
to IVR. Calls transferred to IVR are counted as being transferred to an IVR, but the campaign and query rule
activity reports do not display what occurred after the call was sent to the IVR. If calls are queued and transferred
back to an agent, they are treated as new inbound calls in the reports.
Call Type Reports
The call type is a Unified CCE concept that maps a route point dialed number to a routing script. It is also a
useful reporting object for the enterprise to describe all calls that traversed a specific routing script. The call
type applies primarily to inbound traffic in the call center because the Dialer does not use the routing script
when placing outbound calls. However, the 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.
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, the Dialer
looks at the number of available agents. With Transfer to IVR campaigns, the Dialer looks 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.
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 only places 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 assignment allows campaigns to be site-specific or shared across the
enterprise depending on the configuration.
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Outbound Business Concepts
Smaller Skill Groups
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 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. It is difficult for the Dialer to make 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 generally receive priority in two ways. First, the campaign skill group can be configured to use
a percentage of active agents, reserving the rest for inbound calls; and second, if an inbound customer is in
queue, blended agents are not 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 interruption normally results in a dropped reservation call, and because 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, one of
the campaigns wins the race to find an available agent when agents become available.
For example, assume that 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 sends 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 memory gets priority over the other requests.
Over time, this situation results in an imbalance of agents between skill groups
To work around this issue, queue reservation calls in a similar way to what is often done for personal callbacks.
This workaround ensures that reservation requests in the second and third campaign skill groups are serviced
first the next time an agent in that skill group becomes available. Now, calls can be evenly distributed across
each of the active campaigns when agents are skilled for more than one of them.
Related Topics
Configuration of Campaigns and Imports, on page 119
Campaign Skill Group Reports
Skill Group reports provide information about agent activity for outbound and inbound agents.
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Outbound Business Concepts
Customer Time Versus System Time
Blended Campaign Skill Group Reports
If the same skill group is used for both inbound and outbound, then the campaign consolidated reports can
provide a consolidated overview of business activity for both inbound and outbound calls.
Related Topics
Administrative and Supervisory Tasks, on page 159
Customer Time Versus System Time
This section helps identify when the customer time zone is used in Outbound Option activities versus when
the system time is used.
Customer Time
Note
Since the Outbound Option uses area code prefixes to determine the time zone, this option might dial
customers using wireless phones or VoIP phones in a different time zone according to the configured area
code or 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 indications as to whether or not they
observe daylight saving time. The import uses this database to associate time zone offsets with customers, so
that when the campaign searches for records in the active query rule’s dialing list, it considers time zone offset
when determining which contacts are appropriate to dial now. However, this approach does not account for
daylight saving time changes from time zone to time zone. These daylight saving time changes are 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 because these locations 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 is 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 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 have the same time zone patches from Microsoft.
Related Topics
Architectural Overview, on page 21
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Outbound Business Concepts
System Time
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 signaling and media stream analysis to differentiate
types of calls.
• Fax/modem detection looks for specific tones in the media stream.
• Voice detection looks in the media stream for alternate voice and silence patterns 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 signaling 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.
Special Information Tones (SIT) and busy tones are detected by the gateway and not by the dialer. The dialer
receives skinny messages from Unified CM and handles call classification 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 live voice from answering machine recording and background noise. There are a few
configuration parameters to 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 depend
on various factors, such as campaign list quality and phone number types called.
SIP Dialer
If you have a SIP dialer, you must enable IP AMD for CPA to properly function. If you do not enable IP
AMD, the SIP dialer instructs the gateway to transfer the call to an agent without waiting for detection.
Related Topics
Create a Campaign, on page 135
SIP Dialer Recording Parameters Configuration, on page 156
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CHAPTER
2
Architectural Overview
This chapter, intended for system administrators and 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.
• Unified CCE Software Overview, page 21
• Outbound Option Software Components, page 22
• Outbound Option Scripting, page 40
• Fault Recovery, page 42
Unified CCE Software Overview
This section provides a high-level overview of Unified CCE software, which must be installed and 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.
See theCompatibility Matrix for Unified CCE for information on operating system and software requirements.
Unified CCE software contains the following components:
• CallRouter: The component of the Central Controller that makes routing decisions. It gathers and
distributes data to and from remote sites.
• Logger: The component of the Central Controller that controls the central database.
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Architectural Overview
Outbound Option Software Components
• Administration & Data Server: Known as the Admin Workstation in previous releases, the
Administration & Data Server 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 an ACD. 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.
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 performs the following actions:
◦Dials customers
◦Reserves agents
◦Performs call classification
◦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.
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Architectural Overview
Outbound Option Component Relationships
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.
Figure 3: Diagram of Outbound Option Network Component Relationship (SCCP Dialer)
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Architectural Overview
Outbound Option Campaign Manager Component
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, “Configuration of Campaigns and Imports”.
• 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.
• Managing the Do Not Call list to ensure that no records on it are sent to the Dialers.
• Performing record queries based on the following order:
◦Callback
◦Retry Zone1
◦Retry Zone2
◦Pending Zone1
◦Pending Zone1 DST
◦Pending Zone2
◦Pending Zone2 DST
Based on this order, the priority for the Retry record is higher than for the Pending record. However,
the Pending record 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
Related Topics
Registry Settings, on page 173
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Architectural Overview
Outbound Option Import Component
Outbound Option Import Component
The Outbound Option Import component, which resides on the ICM Logger, imports the customer's contact
list that the Outbound Option dialer uses to contact customers. In addition, the Import component uses the
scheduling configured in the Outbound Option components to process imports that are scheduled for a particular
date and time.
The Import component imports a Contact list, which contains the phone numbers that 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; however, some of the
campaign’s query rules might be disabled.
Outbound Option Dialer Component
The Outbound Option Dialer component, which resides on the PG server, performs the following actions:
• 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 through 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 8.5(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 rather than by Unified CM.
This process 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.
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Architectural Overview
Outbound Option Dialer Component
SIP Dialer
SCCP Dialer
Use the voice gateway or CUBE dial peers and
Use the Unified CM routing and dial plans for
Unified SIP Proxy routing policies for outbound call outbound call routing
routing
No need to configure Unified CM translation pattern Need to configure Unified CM translation pattern to
to support Campaign Automatic Number
support Campaign ANI
Identification (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
Only connected outbound calls, which are transferred All the outbound calls go through Agent PG and
to agents or IVR, go through Agent PG and Unified Unified CM
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 because the dialers are not synchronized, the first dialer to see the available agent
reserves it. It is not uncommon for under-used 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 reserves 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 always ahead on requesting
agents and reserves more agents. Unless the agent becomes available after Dialer 1 asks, Dialer 2 receives
less reservations.
Note
Load balancing between Dialers increases as they get busier service for larger or multiple campaigns.
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Architectural Overview
Outbound Option Dialer Component
The Dialer component allocates available dialer ports based on need. Campaign skill groups with more available
agents or that are dialing more lines per available agent receive a greater percentage of the available ports.
For example, in a two-dialer system, when one campaign dials three lines per agent with six available agents,
the Dialer reserves nine ports for dialing, plus three ports to reserve agents because it is sharing agent resources
with its dialer peer. If multiple campaigns are active and the number of ports that are needed is greater than
the number of ports that are available, then ports are distributed in proportion to the lines per agent multiplied
by the available agents for each campaign.
Each dialer checks agent availability to make reservation requests based on the 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 or agents. You can avoid this situation by
scripting the reservation scripts to queue reservation calls using the same mechanism that is 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 two campaigns are 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).
• Campaign 2 has one available agent, but is dialing at four lines per agent, which has a relative 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 only nine
ports are left.
The results:
• Campaign 1 gets 2/3 of the remaining ports, or six of the remaining ports.
• Campaign 2 gets 1/3 of the remaining ports, or three of the remaining ports.
• The Dialer begins dialing with the ports it has, and assigns newly available ports to the campaigns when
new ports become available.
Port Allocations for Campaign Modes
Preview, Predictive, and Progressive campaigns require at least two ports to place 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.
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Architectural Overview
Outbound Option Dialer Component
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.
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 using the CTI Server and then places that reservation call on hold.
6 The Dialer initiates the customer call using Unified CM and voice gateway.
7 If call progress analysis is configured, the Dialer process analyzes 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 arrives 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 action 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 finishes handling the outbound
call, the agent can be reserved for another outbound call via the same message flow.
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Architectural Overview
Outbound Option Dialer Component
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.
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.
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Architectural Overview
Outbound Option Dialer Component
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 that is
connected to a SIP Proxy.
Figure 6: Transfer to Agent Call Flow - SIP Dialer with SIP Proxy
In the above example:
1. An agent campaign starts. Customer records are delivered to the Dialer.
2 to 5. An Agent is reserved with a virtual placeholder call.
6 to 7.The dialer asks the gateway (via proxy) to place a call, and it does.
8. The Voice Gateway performs Call Progress Analysis and detects live voice. Media is terminated at the
VGW until the CPA completes.
9. The dialer is notified and asks the voice gateway (via proxy) to transfer the call to the agent.
10. The Voice gateway sets up the customer call with the voice agent (via proxy) and the UC Manager.
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Architectural Overview
Outbound Option Dialer Component
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
In the above example:
1 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 Progress Analysis 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.
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.
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Architectural Overview
Outbound Option Dialer Component
Transfer to Agent - SIP Dialer with No SIP Proxy
The following figure illustrates a transfer to agent call flow in an Outbound Option deployment with a SIP
Dialer with no SIP Proxy.
Figure 8: Transfer to Agent - SIP Dialer with No SIP Proxy
In the above example:
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 the Dialer is notified it is trying.
8 Call Progress Analysis is performed at the gateway. Voice is detected, and Dialer is notified.
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.
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Architectural Overview
Peripheral Gateway (PG)
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 while 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. It also provides 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 to allow the MR PG to be co-located. See the Design Design Guide for a quick
reference on configuration limits and scalability constraints. For more information about PG deployments
seeVirtualization for Unified CCE and the Compatibility Matrix for Unified CCE pages on the DocWiki.
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 and collecting additional data. It can also 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. For inbound
calls, do not use ports allocated for the transfer to IVR feature. For 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 may hear a fast busy signal or hear a ring no answer message. To avoid this
situation, purchase enough ports for the IVR.
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Architectural Overview
Administration and Data Server: Configuration
Note
The transfer speed is usually under two seconds, but is dependent on network design and configuration.
Administration and 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.
Cisco Unified Intelligence Center
Cisco Unified Intelligence Center (Unified Intelligence Center) is the standard Unified CCE reporting interface.
For details about Unified Intelligence Center, see the Cisco Unified Intelligence Center Documentation.
Dialer Reports
The Outbound Option Dialer reports provide information about the dialer platform. These predefined templates
include information about performance and resource usage. The templates also enable you to determine
whether you need more dialer ports to support more outbound calls.
Related Topics
Administrative and Supervisory Tasks, on page 159
Outbound Option Agent Desktops
Three desktops are available for the Outbound Option: CTI Object Server (CTI OS), the Cisco Agent Desktop
(CAD), and Cisco Finesse.
Related Topics
Outbound Option Installation: Preliminary Steps, on page 45
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, using CTI OS.
See 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.
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Architectural Overview
Outbound Option Agent Desktops
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. The desktop provides contact center agents and supervisors with powerful
tools to increase agent productivity, improve customer satisfaction, and reduce contact center costs.
CAD includes the following major components:
• Cisco Desktop Administrator
• Cisco Agent Desktop
• Cisco Supervisor Desktop
• Cisco Agent Desktop Services
This section discusses the Cisco Agent Desktop, Cisco Supervisor Desktop, and Cisco Desktop Administrator.
See the CAD documentation for detailed information about other components.
Cisco Agent Desktop
Cisco Agent Desktop displays windows on the agent PC when the call arrives, increasing the speed of call
processing. Cisco Agent Desktop populates any sort of third-party application (databases, help desk packages,
personal information managers, and so on) based on the calling number, called number, or information that
a VRU 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 who are working simultaneously with the phone, CTI desktop, and 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 e-mail or fax, or initiating call-handling scripts, or starting 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 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 30 days for later review.
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Architectural Overview
Outbound Option Extended Call Context Variables
Cisco Desktop Administrator
Cisco Desktop Administrator allows a contact center administrator to configure how Cisco Agent Desktop
looks and behaves. 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.
Related Topics
Outbound Option Installation: Preliminary Steps, on page 45
Cisco Finesse
Cisco Finesse provides the following applications and tools:
• A web-based desktop application for agents and supervisors. Agents and supervisors access their desktops
by entering the following URL in their browsers: http://hostname, where hostname is the hostname or
IP address of the Finesse server.
• A web service that provides contact center agent desktop functionality through a REST-like interface.
• An administration console for configuring system settings, desktop layout, wrap-up reasons, and reason
codes. Administrators access this console by entering the following URL in their browsers:
http://hostname/cfadmin, where hostname is the hostname or IP address of the primary Finesse server.
Note
Cisco Finesse supports Outbound Option as follows:
• You must use Progressive mode, Predictive mode, or Preview mode only. Direct Preview mode is
not supported.
• You must use the SIP Dialer only. SCCP Dialer is not supported.
The following Outbound Option features are not supported by the out-of-the-box Finesse Agent Desktop:
• scheduling a callback (regular or personal)
• adding a contact to the Do Not Call List
Note
Agents who are on Progressive or Predictive Outbound Option calls do not appear in the Talking - Outbound
column of the Queue Statistics gadget on the supervisor desktop. This number only includes agents who
are talking on outbound calls placed by those agents.
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.
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Architectural Overview
Outbound Option Extended Call Context Variables
Note
Dialer ECC variables can be passed to an IVR.
See the Installation Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for instructions on
adding the Outbound Option ECC variables to CTI OS.
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 is displayed only if the data was available in the customer
import file.
30 characters is the maximum character length of this ECC
variable.
Multi-purpose placeholder that sends data from the CTI Desktop to the
Outbound Option Dialer. This variable responds to the reservation call to
schedule and cancel callbacks, and to changes to the callback phone number.
See the following rows for more information about BAResponse.
Note
BAResponse
BAResponse for Preview
mode
When an agent uses the Accept, 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-Close and Skip-Close buttons are only available on the
CTI OS desktop.
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Architectural Overview
Outbound Option Extended Call Context Variables
ECC Variable
Description
BAResponse for the
Callback button
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 Reject.
For Predictive mode, cancel the reservation call by clicking Not Ready and
then hang up the reservation call.
BAResponse for Direct
Preview calls
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:
• Voice: To reclassify a call as a voice call, set the BAResponse variable
to REX_VOICE. Enable the Voice button only after pressing one of the
other buttons first. Pressing one of the other buttons first enables an agent
to reclassify the call if needed.
• 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: To reclassify the call as an invalid call, set the BAResponse
variable to REX_INVALID.
BAResponse for answering For answering machine detection on a transfer to IVR campaign, the
machine detection in a
BAResponse variable is evaluated to carry the CPA result of the customer
transfer to IVR campaign
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 a voice or an answering machine was detected.
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Architectural Overview
Desktop Button Behavior
ECC Variable
Description
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
in the Outbound Option private database.
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 Behavior
The following table explains the desktop button behavior when a call is placed using Outbound Option.
For more information about dialing modes, refer to Dialing Modes, on page 10.
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Architectural Overview
Outbound Option Scripting
Dialing Mode /
Other Conditions
Call Description
Buttons Enabled
Preview
Reservation calls: Dialer makes the Accept, Skip, Reject, Skip-Close, and
call and agent is available
Reject-Close buttons are enabled if the reservation
call has not been accepted yet
Initial customer calls: Agent accepts No buttons are enabled if the customer does not
the call and Dialer makes the call answer the call
to a customer
Transferred customer calls: Agent
is talking to a customer
Predictive and
Progressive
Callback button is enabled
Reservation calls: Dialer makes the No buttons are enabled
call and agent is available
Initial customer calls: Dialer makes No buttons are enabled if the customer does not
the call to a customer
answer the call
Transferred customer calls: Agent
is talking to a customer
Direct Preview
Callback button is enabled
Reservation calls: Dialer makes the Accept, Skip, Reject, Skip-Close, and
call and agent is available
Reject-Close buttons are enabled if the reservation
call has not been accepted yet
Initial customer calls: Agent accepts No buttons are enabled if the customer does not
the call and calls a customer
answer the call
Transferred customer calls: Agent
is talking to a customer
Callback, AnsMach, Fax, and Invalid buttons
are enabled
You can revert back to voice if you make
a mistake.
Personal_Callback_List BAStatus is set to A and O or A and Accept and Reject buttons are enabled, if the
B for a reservation call
Table
reservation call has not been accepted yet
Note
Initial customer calls: Agent accepts No buttons are enabled if the customer does not
the call and calls a customer
answer the call
Transferred customer calls: Agent
is talking to a customer
Callback button is enabled
Outbound Option Scripting
Outbound Option uses Unified ICM Enterprise scripting configured on the Administrative Workstation to
manage campaigns.
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Architectural Overview
Outbound Option administrative scripts
There are two types of scripts:
• Outbound Option administrative scripts, on page 41
• Outbound Option agent reservation scripts, on page 41
Outbound Option administrative scripts
Outbound Option administrative scripts enable, disable, or throttle campaign skill groups for outbound
campaigns. The scripts can also automatically close out a skill group for a specific campaign based on time
or any other conditional factor that the admin script can access. This scripting is performed at the skill group
level to provide more flexibility when managing larger campaigns that are distributed across multiple skill
groups.
Enable a campaign skill group by setting the campaign mode to one of the available modes: Preview, Direct
Preview, Progressive or Predictive. (For more information about these modes, see Dialing Modes, on page
121.) Schedule an administrative script to run at regular intervals. Disable the campaign skill group by the
administrative script, using a script node to change the campaign mode to inbound for that skill group.
This script also provides the ability to control the percentage of agents to be used in a campaign skill group
and whether this skill group is used for other campaigns or inbound calls.
Note
An administrative script controls a campaign skill group. A campaign skill group can be mapped only to
one campaign at a time. A skill group can be reused if new campaigns are added. If a campaign skill group
is recycled, its administrative scripting should be reused as well. However, note that although it is possible
to have two administrative scripts controlling the same skill group, conflicting campaign mode requests
for Outbound Option can result.
Outbound Option agent reservation scripts
Two types of routing scripts are described later in this document. One is for Agent Campaign and one is for
IVR Campaign.
Reservation scripts are used by the Dialer to reserve agents for specific outbound campaigns and personal
callbacks. With this kind of script, the Dialer makes a route request via its Media Routing Client using the
dialed number that is 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 retries the reservation request when it sees available agents in the skill
group statistics as described in the Dialer description earlier in this chapter. You can queue reservation calls
which have scripts that distribute agents across campaigns when those agents are skilled for multiple, active
campaigns.
A call can be transferred to an IVR as part of a transfer to IVR campaign, or transferred 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 enables the call context of the customer call to be transferred to
the IVR. A new call context can be added to the call while the call is being treated at the IVR.
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Architectural Overview
Fault Recovery
Fault Recovery
This section describes Outbound Option behavior when specific components fail and recover.
Campaign Manager Fault Recovery
The Campaign Manager resides on Logger Side A. Logger Side B has no Campaign Manager, so only one
Campaign Manager runs 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).
After the Campaign Manager is back online, it updates call results based on the information it receives from
the Dialer. (A few records may be lost due to race conditions when the Campaign Manager is not available.)
Dialer Fault Recovery
SIP Dialer
The SIP Dialer architecture supports a single active dialer per peripheral. Only one SIP Dialer needs to 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 process
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 the call is
already transferred and the PG/CG does not fail during that time. If the Dialer goes down or is disconnected
from the Campaign Manager and the Campaign Manager detects the disconnection, the Campaign Manager
marks all outstanding records with an Unknown status and returns them to Pending status if the Dialer does
not respond within a certain time period.
SCCP Dialer
The Dialers run in a peer mode for a given 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 its records with a “U” to indicate that the Dialer
has an unknown state. After an hour, the Campaign Manager sets the records back to a pending state (“P”),
so that the records can be retried. The active agent PG continues to track and report on existing Outbound
Option agent calls in the campaign’s skill group. Tracking and reporting is reflected in the Campaign
Consolidated reports.
For example, assume that two dialers are running for an agent skill group. When one Dialer shuts down, the
other Dialer continues to dial records for the active campaigns. Dialing capacity is reduced.
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Architectural Overview
Dialer Fault Recovery
If the Agent PG becomes unavailable, or is reported as out of service, the Dialer's memory flushes calls that
have not been dialed and cancels calls in progress.
If Unified CM fails, the Dialer ports unregister and calls in progress end. The Dialer component stays offline
until the Unified CM subscriber recovers. To avoid overloading any subscriber with traffic from multiple
Dialers, Cisco recommends that no Dialer port has backup Unified CM subscribers.
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 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 is offline due to a network outage, the
disconnected dialer caches call results and updates its records to the correct call result.
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Architectural Overview
Dialer Fault Recovery
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CHAPTER
3
Outbound Option Installation: 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.
• Before You Begin, page 45
• Installation Procedure Locations, page 46
Before You Begin
The following sections identify considerations that you must make when you install Outbound Option.
Dialer Component Performance Optimization
The Outbound Option Dialer component dials at a rate that can overload a Unified CM subscriber. As a result,
you must limit traffic for each Dialer to one Unified CM subscriber. In most cases the system cannot handle
two Dialers that have overlapping subscribers, even as a backup.
Auto-answer Settings
Outbound Option is flexible when configuring auto-answer, depending on the system requirements. The main
determining factor is whether or not the business requires the Outbound Option agent to hear a zip tone. Using
an agent zip tone increases the transfer time line by almost one second.
Outbound Option Database Size
Outbound Option uses its own private SQL database on the Logger. Part of the installation includes creating
this database, which is discussed later in this chapter. The SQL database creation on the Logger requires that
the installer collect some business-related data and perform some calculations.
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Outbound Option Installation: Preliminary Steps
IVR Integration
IVR Integration
The IVR deployment determines whether you require Unified CM MTP resources, or whether you can transfer
customer call context to the IVR.
For this deployment, to support account number and name transfer to the IVR from the Dialer component,
you need an IVR deployment that supports transfer to IVR.
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
System requirements for Outbound Option include the following:
• A working Unified CCE system that has a Router, Logger, Administration & Data Server, Agent PG,
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, 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.
• Your system must meet the hardware and software requirements as listed in the following documents:
◦Virtualization for Unified CCE
◦Compatibility Matrix for Unified CCE
• Important: If any service releases for the currently installed version of ICM/CCE are installed, you
must uninstall those service releases before proceeding. See the release notes for your ICM/CCE service
release for uninstall instructions.
• Only T1 PRI and E1 PRI interfaces to the PSTN are supported for Outbound SIP dialers.
Installation Procedure Locations
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 Outbound Option Installation: Preliminary
Steps
• For installation procedures for a SCCP Dialer deployment, go to Outbound Option Installation: SCCP
Dialer
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CHAPTER
4
Outbound Option Installation: SIP Dialer
This chapter, intended for system administrators who perform the first 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 Unified Communications
Manager, and then the Outbound Option component software installation and associated database creation.
• Installation task maps, page 47
• Unified CCE configuration for Outbound Option, page 49
• Unified Communications Manager and Gateway Configuration, page 64
• Outbound Option Software Installation Steps, page 71
• Setup of Outbound Option in Cisco Desktop Administrator, page 79
• Verification, page 80
Installation task maps
System Configuration for Outbound Option
The first phase is to configure Outbound Option to handle the optional Outbound Option components. The
following table lists the required steps and provides pointers to where the tasks are discussed.
Table 3: Configure Unified CCE for Outbound Option
Step Number
Task
Unified CCE Procedure
System PG Procedure
1
Configure the Unified CCE PG Configure the PG, on
page 49
2
Configure the Dialer component Configure Dialer
Configure Dialer
Component, on page 50 Component, on page 50
Configure the PG, on
page 49
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Outbound Option Installation: SIP Dialer
Software Installation and Database Creation
Step Number
Task
Unified CCE Procedure
System PG Procedure
3
Configure the port map
Configure Port Map, on Configure Port Map, on
page 51
page 51
4
Create a Network VRU
Create a Network VRU,
on page 52
5
Configure the Media Routing
PG
Configure Media Routing Configure Media
PG (MR PG), on page
Routing PG (MR PG),
52
on page 52
6
Configure a Skill Group
Configure Skill Group,
on page 54
Configure Skill Group,
on page 54
7
Create a Dialed Number
Create Dialed Number,
on page 55
Create Dialed Number,
on page 55
8
Create Translation Route To
IVR
Unified CCE
Documentation
Unified CCE
Documentation
9
Configure System Options
Configure System
Options, on page 56
Configure System
Options, on page 56
10
Enable ECC Variables
Enable Expanded Call
Variables, on page 56
Enable Expanded Call
Variables, on page 56
11
Configure and schedule personal Configure Personal
callbacks (optional)
Callbacks, on page 94
Configure Personal
Callbacks, on page 94
12
Enable packet capture
Create a Network VRU,
on page 52
Packet Capture, on page Packet Capture, on page
63
63
Software Installation and Database Creation
The next 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 and provides pointers to where the tasks are discussed.
Table 4: Software Installation and Database Creation Steps
Step Number
Task
Unified CCE
Procedure
1
Install the Outbound Option private
Create Outbound
database on the Logger Side A platform Option Private
Database, on page
71
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System PG
Procedure
Create Outbound
Option Private
Database, on page
71
Outbound Option Installation: SIP Dialer
Unified CCE configuration for Outbound Option
Step Number
Task
Unified CCE
Procedure
System PG
Procedure
2
Install the Dialer component on the PG Install Dialer
platform
Component on the
PG Platform, on
page 73
3
Edit Dialer-related Registry values
Edit Dialer-Related Edit Dialer-Related
Registry Values, on Registry Values, on
page 75
page 75
4
Install the MR PG on the PG platform
Install MR PG, on
page 75
Install Dialer
Component on the
PG Platform, on
page 73
Install MR PG, on
page 75
Unified CCE configuration for Outbound Option
This section provides procedures for the tasks that are associated with configuring the Unified CCE for
Outbound Option.
Configure the PG
Perform the following steps to configure the PG (PG1).
Procedure
Step 1
Step 2
In ICM Configuration Manager, open the PG Explorer tool.
Click Retrieve, and then click Add.
Add a Unified CCE PG.
Step 3
Step 4
Enter the name (for example, PG1).
Select the CallManager or PG Generic PG Type.
Step 5
Step 6
Step 7
Add a peripheral.
Enter the name (for example, PG1_PIM1).
On the Peripheral tab, select the Enable post routing check box.
Step 8 Select the Default Desk Setting from the drop-down list box.
Step 9 On the Routing Client tab, enter the routing clientname (for example, 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 for later use: ____________________.
Step 13 Record the assigned Peripheral ID for later use: ____________________.
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Outbound Option Installation: SIP Dialer
Configure Dialer Component
Configure Dialer Component
Perform the following steps to configure the dialer component.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Make sure that all CCE services are running.
Open the Unified CCE Configuration Manager.
Expand Outbound Option, and double-click Dialer to display the Outbound Option Dialer configuration
window.
Click Retrieve.
Click Add to add a new dialer.
Step 6
Enter the following information in the Dialer General Tab fields.
Table 5: Dialer General Tab Fields
Field
Description
Dialer Name (required)
The name of the system where the dialer is located. Maximum 32-character
string, including alphanumeric characters, periods (.), and underscores (_).
Alphabetic characters can be uppercase or lowercase. The name must begin
with an alphanumeric character, and must not contain spaces.
Enable
When you install the dialer component (see Install Dialer
Component on the PG Platform, on page 73), you must enter the
Dialer Name in Peripheral Gateway Setup exactly as you enter it
on the Dialer General Tab. Otherwise, the dialer cannot register
with Campaign Manager.
Check this check box to enable this dialer for all campaigns.
ICM Peripheral Name
(required)
Select a preconfigured MR PG peripheral name. This field is a drop-down
list and is not editable.
Dialer Type
Select SIP (Session Initiation Protocol)
Description
Maximum 255 characters. This description appears only on this tab page.
Note
General Telephony Section
Include Area Code when
Dialing
When this option is enabled, the dialer uses the area code to reach local
telephone numbers. The default is Disabled.
Dial prefix
Enter any dialing prefix required by your location or by your campaigns.
For example, some locations require the prefix 9 to reach an outside telephone
line.
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Configure Port Map
Field
Description
Long distance prefix
Enter the long distance area code 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 that this number is a long distance call. The default is 1.
If the dialer is installed in a location outside the United States, either
enter the locally specific long distance prefix in the Long distance
prefix field or leave the field blank.
Enter the area/city code that is used at your location. Enter multiple local
area codes separated by commas; for example, “508,978,617” represents
three local area codes.
Note
Local area code (comma
delimited) (required)
Step 7
Hangup Delay (1-10)
Enter the number of seconds the dialer waits before reusing a port after a
hangup event. The default is 1 second.
Port Throttle
The maximum calls-per-second rate at which the dialer dials outbound calls.
Default is 10 to 15 calls per second for SIP dialer.
Click Save.
Configure Port Map
Perform the following steps to configure the port map for each dialer. The port map specifies the number of
ports that are available on the dialer and the extension numbers that Unified Communications Manager assigns
to those ports. Each configured port represents a dialer phone device on Unified Communications Manager.
Note
• For the SIP Dialer, you do not need to configure port extensions on the Unified Communications
Manager. (Configuration of matching port extensions is required for the SCCP Dialer.)
• Extension numbers must be unique across the full enterprise. If there are multiple Unified
Communications Manager clusters, the extensions (Unified Communications Manager directory
number) must still be unique. Extension numbers can be up to ten digits in length.
• When selecting extension numbers for Dialer ports, check the phone numbers in Unified
Communications Manager and the dial numbers in Device Target Explorer tool in Unified CCE
Administration to make sure existing numbers are not being used.
Procedure
Step 1
In the Unified CCE Configuration Manager Outbound Option Dialer configuration window, click the Port
Map Selection tab to display the port map configuration.
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Create a Network VRU
Step 2
Step 3
Make sure all agents and skill groups used by Outbound Option are associated with the Unified
Communications Manager PG, not the MR PG.
To begin adding ports to this dialer, click Add.
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
Step 5
Click OK. The port mappings appear on the Port Map Selection tab.
Click Save to save all the configuration information.
Note
Create a Network VRU
Perform the following steps to create a Network VRU using the Network VRU Explorer tool.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Note
Open the ICM Configuration Manager application.
Open the Explorer tools.
Open the Network VRU Explorer tool.
Create a type 2 VRU to be used during Media Routing (MR) PIM setup. Record the \ VRU name:
______________.
Click Save.
See the ICM Configuration Guide for Cisco Unified ICM Enterprise for detailed information about the
ICM Configuration Manager tools.
Configure Media Routing PG (MR PG)
Perform the following steps to configure the MR PG (PG2).
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Send to VRU
Procedure
Step 1
Step 2
In ICM Configuration Manager, open the PG Explorer tool.
Click Retrieve, then click Add. Add an MR PG.
Step 3
Step 4
Enter the name (for example, PG2_MR).
Select the MR PG type.
Step 5
Step 6
Step 7
Add a peripheral.
Enter the name (for example, PG2_MR_PIM1).
On the Peripheral tab, check the Enable post routing check box.
Step 8
Step 9
On the Routing Client tab, enter the routing client name (for example, MR_PIM1_Voice).
Configure the routing type for SocialMedia as Multichannel.
Set the Default setting as None.
Step 10 Select the Cisco_Voice option from the Default media routing domain drop-down list box.
Step 11 On the Advanced tab, select the Network VRU that you created during IPCC installation from the drop-down
list box.
Step 12 Click Save.
Step 13 Record the assigned Logical Controller ID for later use: ____________________.
Step 14 Record the assigned Peripheral ID for later use: ____________________.
Send to VRU
The Send to VRU node can be used in a routing script for an IVR campaign. The following steps and
accompanying diagram provide an example of how to create a script for an IVR campaign.
Procedure
Step 1
Using the Dialed Number tool, associate the MR dialed numbers with the configured call type.
Step 2
Using the Script Editor Call Type Manager, associate the call type with the newly created reservation script.
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Configure Skill Group
Note
See the Script Editor online help for information about using the Script Editor application.
Configure Skill Group
Perform the following steps to create a skill group using the Skill Group Explorer tool:
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Create Dialed Number
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
In ICM Configuration Manager, open the Skill Group Explorer tool.
Make sure the PIM is displayed in the Select filter data section (for information on creating the PIM, see
Configure the PG, on page 49).
Click Retrieve.
Click Add Skill Group.
Set the Media Routing Domain to Cisco_Voice.
Enter a peripheral name and number (record them):____________________. (You can either enter a name
or allow the system to generate the name.)
Check the ICM picks the agent check box.
Click Add Route.
Step 7
Step 8
Step 9 Enter a name for the new route (any name is allowed).
Step 10 Click Save.
Create Dialed Number
Perform the following steps to create a dialed number for the MR PG.
Procedure
Step 1
Step 2
Step 3
Step 4
In ICM Configuration Manager, open the Dialed Number/Script Selector List tool.
Click Add, and then enter a dialed number for the MR PG.
Select the MR routing client from the drop-down list box.
Select Cisco_Voice from the Media Routing Domain drop-down list box.
Step 5
Step 6
Enter the dialed number.
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, and 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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Configure System Options
Configure System Options
Use the Outbound Option System Options component in the Unified CCE Configuration Manager to define
contact dialing time ranges to apply to all of your Outbound Option campaigns.
Be sure to select AM or PM for your start and end times.
Procedure
Step 1
Step 2
In Unified CCE Configuration Manager, expand Outbound Option, and then select System Options.
Click the General Options tab to define the dialing time range for all your Outbound Option campaigns to
use, and then click OK.
Step 3
Click the Bulk Update tab page to define specific dialing time ranges for telephone numbers, and then click
Update All Campaigns.
Enable Expanded Call Variables
Perform the following steps to enable the expanded call variables.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Open the System Information tool in the Tools/Miscellaneous folder in the ICM Configuration Manager
application.
In Unified CCE Administration, click Manage > Expanded Call Variables.
Check the Expanded call context enabled check box.
Click Save.
Open the List tools.
Open the Expanded Call Variable List tool.
Click all BAxxxx variables (BAAccountNumber, BABuddyName, BACampaign, BADialedListID,
BAResponse, BAStatus, and BATimezone).
In the Attributes tab, check the Enabled check box for each variable.
Click Save.
(Optional) Configure Personal Callbacks
Personal Callback is an optional feature in Outbound Option. Personal Callback allows an agent to schedule
a callback to a customer for a specific date and time. A personal callback connects the agent who originally
spoke to the customer back to the customer at the customer-requested time.
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(Optional) Configure Personal Callbacks
This section describes how to configure your system to handle personal callbacks. Then, when your contact
center users create campaigns, they enable the callback feature on a per campaign basis. The following table
outlines the steps involved and lists which steps are described in detail below.
Note
All personal callbacks occur in Preview mode. Be aware that only one Dialer on a particular peripheral
is assigned personal callback records.
Some personal callback options must be configured through the registry. Furthermore, if a personal callback
record is not associated with a campaign, it follows the rules configured within the registry.
Procedure
Step 1
To enable Personal Callback, open the Unified CCE Configuration Manager.
Step 2
Select Outbound Option.
Step 3
Step 4
Load the Campaign tool.
Select the Campaign General tab.
Step 5
Step 6
Open a predefined campaign.
Check the personal callback check box.
Personal callback is now enabled. To configure the personal callback registry entries, continue with Step 7
of this procedure.
Step 7
Configure a call type for personal callback. For information about creating call types, see “Call Types” in the
Packaged CCE Administration Guide.
Create a dialed number with the name PersonalCallback on the outbound routing client. Refer to "Dialed
Numbers" in the Packaged CCE Administration Guide for Release 9.0(x) for information about configuring
dialed numbers.
In Script Editor, create a routing script that sets up the Personal Callback reservation.
Include the following nodes:
Step 8
Step 9
• Add a queue-to-agent node.
• Add a Wait node after the Queue to Agent node. Use a value that is less than the
TimeToWaitForMRIResponse Dialer registry setting. The default value is 600 seconds (10 minutes).
• The script should end in a Release Node instead of an End Node to avoid filling the Router Log Viewer
with “No Default Label” errors.
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(Optional) Configure Personal Callbacks
For example, the following Personal Callback reservation script uses nodes described in following sections:
Figure 9: Personal Callback Reservation Script
For details of routing scripts, refer to Set Up Routing Scripts.
Step 10 Open regedit on the data server (DS).
Step 11 Open HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance
name>\LoggerA\BlendedAgent\CurrentVersion in the Outbound Option registry.
Step 12 Configure the personal callback registry entries listed in the following table. (Enter the values in decimal
format.)
Note
The minimum and maximum values in the table are enforced by Outbound Option at runtime. The
registry does not validate the values. Also, the default values are sufficient for most users.
Name
Default Description
Value
(integers)
CallbackTimeLimit
15
Calculates the callback time range for each personal
callback in minutes. Outbound Option 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).
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(Optional) Configure Personal Callbacks
Name
Default Description
Value
(integers)
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
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).
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 Sunday or Monday.
• 1: Personal callbacks are allowed on Saturdays.
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(Optional) Configure Personal Callbacks
Name
Default Description
Value
(integers)
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 Saturday or
Monday.
• 1: Personal callbacks are allowed on Sundays.
PersonalCallbackCallStatusToPurge
C, M
If needed, this registry entry must be created.
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 are purged from the database. (If the registry
entry is missing, the default is assumed.)
The call status values can optionally be
delimited using a comma, a hyphen, a
semicolon, or a colon. For more information
about call status values, see the Database
Schema Guide for Cisco Unified Contact
Center Enterprisehttp://www.cisco.com/en/
US/products/sw/custcosw/ps1844/prod_
technical_reference_list.html.
If needed, this registry entry must be created.
Note
PersonalCallbackNoAnswerRingLimit 4
The number of times a customer phone rings before the
call is classified as an unanswered call (minimum value
is 2; maximum value is 10).
Step 13 Create an enterprise skill group and an enterprise route. Then configure the Queue to Agent node.
Create an Enterprise Skill Group
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.
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(Optional) Configure Personal Callbacks
Procedure
Step 1
Step 2
Step 3
Open the List tools.
Open the Enterprise Skill Group List tool.
Create an enterprise skill group. In the Add Name field, type the enterprise name, then click Add. Select the
skill group, and then click Save.
Step 4
In the Attributes tab, click Add to add the skill group or groups.
Step 5
Click Save.
Create 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.
Procedure
Step 1
Step 2
Step 3
Open the List tools.
Open the Enterprise Route List tool.
Create an enterprise route. In the Name field, type the enterprise route, and then click Add. Select the route,
then click Save.
Step 4
Step 5
On the Attributes tab, add the route.
Click Save.
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(Optional) Configure Personal Callbacks
Configure Queue to Agent Node
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
In Script Editor, double-click the Queue to Agent node.
Press Change in the Queue to agent type section.
Click Lookup agent reference by expression, then click OK.
In the agent expression column, enter Call.PreferredAgentID.
Select the enterprise skill group you created in the Enterprise Skill Group section (see Create an Enterprise
Skill Group, on page 60). If you are configuring for Unified SCCE, select the Route you configured in that
section.
Select the enterprise route you created in the Enterprise Route section (see Create an Enterprise Route, on
page 61).
Confirm that the Peripheral column is left blank.
Click OK to save the Queue to Agent node.
Save and then schedule the script. When scheduling the script, use the call type that is configured for personal
callback.
Figure 10: Scheduling Script
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Packet Capture
Packet Capture
In order for SIP Dialer to properly capture data, you must ensure that the SIP Dialer on the call server machine
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, which you can download from
www.wireshark.org. (From Wireshark, click Capture to open a Capture Interfaces dialog box; the listed
interface with network packets is the active interface.)
You can change the SIP Dialer packet capture parameters to use the active interface from the Windows Registry
Editor. Change the value of the interface name option (-i) in the CaptureOptions key to the number of the
active interface. For example, to use the third interface, edit the value for -i to read -i 3.
Capture files are in the HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<customer
instance>\Dialer registry key location.
• 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 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
/options
/on turns packet capture on, /off turns packet capture off. The default is off; you should turn
it on.
• -i <ifname>: Specifies interface name to capture on.
• -w <filename>: Captures directly to file in pcap format, file can be opened with Wireshark
or with other tools.
• -C <file_size>: Specifies 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>: Specifies 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.
• -tt : Prints an unformatted timestamp on each dump line.
• -s : Snarfssnaplen 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
/type 1 captures SIP packets only or /type 2 captures 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 DialerCapture
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Unified Communications Manager and Gateway Configuration
captures the network packets on interface 3 with capture files: capture1 – capture20. The maximum number
of capture files stored is 20. After 20 files are created, the oldest capture file is overwritten with the new data.
Maximum file size is 20 MB.
Unified Communications Manager and Gateway Configuration
The next phase of installing Outbound Option is configuring Unified Communications Manager and its related
gateway.
The following table lists the steps that comprise Unified Communications Manager configuration and provides
pointers to where the tasks are discussed.
Table 6: Unified CM Configuration Steps for Deployments with SIP Dialer
Step
Number
Task
IPCC Enterprise Procedure System PG Procedure
1
Disable Ring Tone for Dialer Transfer
Disable Ringback During
Transfer to Agent for
SCCP, on page 64
2
Configure SIP Trunks
Configure SIP Trunks, on Configure SIP Trunks,
page 70
on page 70
Disable Ringback
During Transfer to
Agent for SCCP, on
page 64
Disable Ringback During Transfer to Agent for SCCP
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 only. You cannot disable Ringback for the Media
Gateway Control Protocol (MGCP).
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Disable Ringback During Transfer to Agent for SIP
Procedure
Step 1
Step 2
Step 3
Log into the Unified CM Administration window.
Select System > Service Parameters. The Service Parameter Configuration screen appears.
On the Server and Service drop-down menus, select the Server and Service. For Service, specify Cisco
CallManager.
Step 4
Navigate to the Send H225 User Info Message drop-down menu. Select the Use ANN for Ringback option.
Step 5
Click Save.
Step 6
Step 7
Repeat Steps 1 and 2.
On the Server and Service drop-down menus, select the Server and Service. For Service, specify Cisco IP
Voice Media Streaming App.
Step 8
Step 9
Navigate to the Annunciator (ANN) parameters section of the screen.
On the Run Flag drop-down menu, select False.
Step 10 Click Update.
Disable Ringback During Transfer to Agent for SIP
The configuration for the SCCP Dialer does not work for the SIP Dialer. When the SIP Dialer is handing off
the call to an agent, it sends REFER to the voice 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 script manipulates the 180 RINGING to a 183 SESSION PROGRESS
message to prevent the gateway from generating a ringback.
Note
• Apply this SIP normalization 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 Unified Communications Manager and apply this normalization
script only to the Dialer SIP trunk. The trunk for PSTN calls still needs a 180 ringing SIP message
for inbound calls to trigger the gateway to play ringback to the PSTN.
• Skip Step 3 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.
Procedure
Step 1
Step 2
Step 3
Navigate to https://<IP_address>:8443 where <IP_address> identifies the Unified
Communications Manager server.
Log in to Unified Communications Manager
To create a SIP trunk in Unified Communications Manager with a SIP security profile for the dialer agent
transfer calls, select Communications Manager GUI > System > Security > SIP Trunk Security Profile
> [Add New].
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Disable Ringback During Transfer to Agent for SIP
The default port is 5060.
Figure 11: SIP Security Profile
Step 4
Step 5
Click Save.
Create a New SIP trunk and associate the created SIP trunk Security Profile.
Figure 12: Create a new SIP trunk
Step 6
Step 7
Step 8
Click Save.
Click Reset.
In Communications Manager GUI > Devices > Device Settings > SIP Normalization Scripts > [Create
New], enter the following SIP normalization script into the content field. All other values remain set to default.
M = {}
function M.outbound_180_INVITE(msg)
msg:setResponseCode(183, "Session in Progress")
end
return M
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Disable Ringback During Transfer to Agent for SIP
Figure 13: Add Normalization Script
Step 9 Click Save.
Step 10 Click Reset.
Step 11 Associate the created normalization script with the SIP trunk.
Figure 14: Associate Script with Trunk
Step 12 Click Save.
Step 13 Click Reset.
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Configuration of Voice Gateways, SIP Proxy, or Cisco Unified Border Element
Configuration of Voice Gateways, SIP Proxy, or Cisco Unified Border Element
In an Outbound Option deployment that uses the SIP Dialer, there are three possible types of configurations:
• The SIP Dialer is connected to a SIP Proxy such as Cisco Unified SIP Proxy. 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
gateway; 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. The voice gateway is
configured with standard dial peer configuration so that the gateway knows how to direct traffic to agent
extensions or to the IVR. This configuration is already commonly used for inbound calls.
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 specifically set. If you do not know these values, request
the information from your voice network administrator.
• 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 supported
"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.
• Telecom carriers sometimes send ISDN alerting message without a progress indicator, which causes the
voice gateway to send a SIP 180 Ringing message instead of a SIP 183 Session In Progress message to
the SIP dialer. The SIP dialer has the capability to process provisional messages such as 180, 181, 182,
and 183 with or without Session Description Protocol (SDP). When the SIP dialer receives these
provisional messages without SDP, it does not perform Call Progress Analysis (CPA), and the Record
CPA feature is disabled.
To enable the SIP dialer to perform CPA, add the following configuration to the POTS dial-peer of the
voice gateway so that a SIP 183 message is sent to the SIP dialer:"progress_ind alert enable 8".
• In some situations, the carrier may send an ISDN Connect message without an alerting message. In this
case, the SIP Dialer disconnects the call because it receives 200 OK before a SIP 183 Session In Progress
message.
To correct this situation, add the configuration " progress_ind connect enable 8" to the POTS dial-peer
of the voice gateway. This configuration causes the gateway to send the SIP 183 Session In Progress
message before 200K.
You must ensure the 100rel SIP capability is enabled for Outbound Option. Otherwise, outbound calls from
the SIP Dialer fail. The following two sections provide examples of voice gateway configuration from the
command line.
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Configuration of Voice Gateways, SIP Proxy, or Cisco Unified Border Element
Note
In an Outbound SIP dialer with Unified CVP IVR deployment, a call-survivability script enabled on an
incoming POTS dial-peer in the Ingress gateway is not invoked during dialer-related call flows. Enabling
a call-survivability script on an Inbound POTS dial-peer, however, does not negatively affect dialer-related
call flows.
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 transferred to
an agent, 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://www.cisco.com/en/US/partner/products/ps10475/products_installation_and_
configuration_guides_list.html.
Configure CUBE
Note
CUBE is only supported with SIP dialer when CPA is disabled.
While configuring Cisco Unified Border Element, ensure that you:
• Disable the CPA on the terminating network or voice gateway when the Cisco Unified Border Element
is connected to the voice gateway or any other terminating network.
• Configure the three dial-peers in the Cisco Unified Border Element. The dial-peers are used for:
• incoming calls from the dialer.
• outgoing calls to the terminating network from the Cisco Unified Border Element.
• calls to be routed to the Cisco Unified Communications Manager.
• Issue the following commands globally to configure the Cisco Unified Border Element:
◦no supplementary-service sip refer
◦supplementary-service media-renegotiate
• Disable the Call Progress Analysis (CPA) for the SIP dialer to process these provisional messages: 180,
181, and 183 - with and without SDP.
To disable the CPA, go to Configuration Manager > launch Outbound Option Campaign > Campaign
Purpose tab > uncheck the Call Progress Analysis (CPA) checkbox.
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Configure SIP Trunks
Configure SIP Trunks
Unified CM is connected to the voice gateway or the SIP Proxy by SIP Trunks, which you configure on
Unified CM.
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. See also steps in this topic: Disable Ringback During Transfer to Agent
for SIP, on page 65.
Procedure
Step 1
Configure these trunks as follows:
Option
Description
If you are using a SIP Proxy 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), and 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
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).
If you are using CUBE
Configure a SIP trunk between the Unified CM and CUBE. (specify the IP
address of the CUBE in the Destination field).
See the Cisco Unified Communications Manager System Guide for instructions on how to configure SIP
trunks.
Step 2
If your Unified CM cluster has more than two 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 points to the
Communications Manager Publisher. This configuration ensures that calls go to the agent if a Subscriber node
fails over. See the following configuration example:
For information about logging into Ingress or VXML gateways, refer to the "Courtesy Callback" chapter.
Example:
dial-peer voice 617 voip
description catch all for refer
destination-pattern 617T
session protocol sipv2
session target ipv4:10.86.227.107 (CUCM Publisher)
codec g711ulaw
!
dial-peer voice 508 voip
description catch all for refer
destination-pattern 508T
session protocol sipv2
session target ipv4:10.86.227.107 (CUCM Publisher)
codec g711ulaw
!
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Outbound Option Software Installation Steps
Outbound Option Software Installation Steps
This section discusses the tasks that are associated with installing Outbound Option and related components.
Before proceeding, navigate to the side A data server and stop all ICM services there. Then perform the steps
in the following sections.
Software Installation and Database Creation
The next 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 and provides pointers to where the tasks are discussed.
Table 7: Software Installation and Database Creation Steps
Step Number
Task
Unified CCE
Procedure
System PG
Procedure
1
Install the Outbound Option private
Create Outbound
database on the Logger Side A platform Option Private
Database, on page
71
Create Outbound
Option Private
Database, on page
71
2
Install the Dialer component on the PG Install Dialer
platform
Component on the
PG Platform, on
page 73
Install Dialer
Component on the
PG Platform, on
page 73
3
Edit Dialer-related Registry values
Edit Dialer-Related Edit Dialer-Related
Registry Values, on Registry Values, on
page 75
page 75
4
Install the MR PG on the PG platform
Install MR PG, on
page 75
Install MR PG, on
page 75
Create Outbound Option Private Database
Before you use Outbound Option on Unified CCE, estimate the size of the Outbound Option private database
and then create it on the Logger Side A platform using the ICM ICMDBA utility.
Note
It is important that you create the Outbound Option private database on side A only.
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Create Outbound Option Private Database
Procedure
Step 1
Collect the following information:
• What is the size, in bytes, of each customer record in the import file? If the size is less than 128 bytes,
use 128. (RecordSize)
• How many records will be imported? (RecordCount)
• Will new imports replace or append records that are already imported?
Step 2
Estimate the contact table size using one of the following formulas:
• If imports overwrite imports: Do not change record count
• If imports append imports: RecordCount = total number of rows 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 overwrite imports: RecordCount = number of rows imported * 1.5 (50% more rows are inserted
into the dialing list than imported)
• If imports append imports: RecordCount = total number of rows kept in 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:
(Number of rows in all DL tables * (size of one row + size of index) ) +
(Number of rows in personal call back table * (size of one row + size of index) ) +
Sum of (Number of rows in Contact List table * (size of one row + size of index))
Step 5
Start ICMDBA by entering ICMDBA in the Microsoft Windows Run dialog box or command window.
Step 6
Step 7
Select the Logger and select Database > Create.
In the Create Database window, specify the Outbound Option database type.
Be sure to enable autogrow on the database.
Step 8
Click Add. The Add Device window appears.
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, and then click
Create. Click Start.
At a later time, if necessary, you can edit the device to change storage size, or remove a device, using the
Database > Expand option.
Step 9
Click Close.
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Configure Logger
Caution
No manual changes to the contents of the outbound database are allowed. Do not use triggers in the
outbound database. Triggers for the dialing lists or personal callback list should not be added or modified.
The Dialer_Detail table in the HDS contains the information required by custom applications. Extract that
information from the historical database server (HDS) to a separate server where the custom application
can process the data without impacting the HDS.
Configure Logger
Perform the following steps to configure the logger.
Procedure
Step 1
Click Web Setup.
Step 2
Load the Logger and click Edit Logger.
Step 3
Check the enable Outbound Option check box.
Step 4
Click Save.
Upgrade of 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. Otherwise, Campaign Manager will not start, and an
alarm is triggered to indicate an incorrect private database version. See the Cisco Unified Contact Center
Enterprise Installation and Upgrade Guide at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/
prod_installation_guides_list.html for instructions on running EDMT.
Install Dialer Component on the PG Platform
Perform the following steps to install the dialer component on the Side A PG platform.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Make sure all ICM Services are stopped.
On both the call server side A and side B run Peripheral Gateway Setup. Type Start > All Programs > Cisco
Unified CCE Tools > Peripheral Gateway Setup.
In the Cisco Unified ICM/Contact Center Enterprise & Hosted Setup dialog box, in the left column under
Instances, select an instance.
Click Add in the Instance Components section.
The ICM Component Selection dialog box opens.
Click Outbound Option Dialer.
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Install Dialer Component on the PG Platform
The Outbound Option Dialer Properties dialog box opens.
Step 6
Step 7
Step 8
Step 9
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. These options set the Dialer Service
startup type to Automatic, so the dialer starts automatically when the machine starts up.
For Dialer Type, select the radio button for SIP (Session Initiation Protocol).
Click Next.
Note
After you create a dialer, you cannot change the Dialer Type. To switch dialer types, delete the
existing dialer and create a new dialer.
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. There is a 32-character limit. Example:
Dialer_for_Premium_Calling_List. The name entered here must match the name configured in
Configuration Manager.
• For SIP Server Type, select either Cisco voice gateway or Cisco Unified SIP Proxy (CUSP).
• In the SIP Server field, enter the hostname or IP address of the Cisco voice gateway.
• 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 (Dataserver Side A) is located.
• CTI server A: The hostname or IP address of the machine that has side A of CTI server installed. This
is typically the same machine where the PG is located (Call Server Side A).
• CTI server port A: The port number the dialer uses to create an interface with CTI server side A. The
default is 42027. Make sure CTI server port matches with CG configuration. Locate the CTI OS Server
port number by running the Diagnostic Framework Portico page from the call server machine, and
selecting ListProcesses.
• CTI server B: For duplexed installations, the hostname or IP address of the machine that has side B of
CTI server installed.
• CTI server port B: For duplexed installations, the port number the dialer uses to create an 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 is 500.
• Media routing port: The port number the dialer uses to create an interface with the Media Routing PIM
on the Media Routing PG. The default is 3800 to 3801. Make sure the Media routing port matches that
of the MR PG configuration. Access this registry key:
Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\mango\PG2A\PG\CurrentVersion\PIMS\pim1\MRData\Config\ApplicationTcpServiceName1.
• Call Manager TFTP server: The host name or IP address of the CallManager TFTP server. This server
is the same machine used for the CallManager publisher.
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Modification of Local Static Route File
Step 11 Click Next. A Summary screen appears.
Step 12 Verify that you have specified the correct information. Click Back to make corrections if needed; otherwise,
click Next to begin dialer installation.
Modification of 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, enter a row in this file in the following format:
wildcard pattern, IP address or host name, description
Examples:
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 the file 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 does not exist or is invalid.
See the installed DNPHost file template for additional information about its use.
Edit Dialer-Related Registry Values
After you finish installing the dialer component, perform the following dialer-related configuration:
• Configure the Dialer throttling on each Dialer in the system. Open ICM Configuration Manager, select
Outbound Option > Dialer, and 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 one second period. If 5 calls are ready to be dialed, they are spaced evenly over that one 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, see the SNMP Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.
• After the dialer process runs for the first time, change the value of the AutoAnswerCall entry to 0 to
disable the auto answer setting in the Dialer registry.
See Auto Answer Configuration on Agent Phones, on page 102 for details about other options for auto
answer that support agent notification of an incoming call.
Install MR PG
Perform the following steps to install the MR PG on the Side A platform.
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Installation of Cisco CTI Controls
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Run ICM Setup to install a PG that corresponds with PG2, which was configured earlier.
In the Peripheral Gateway Properties window, select the PG2 PG Node ID and the MediaRouting Client
Type.
Click Next.
Add a PIM, PIM1.
In the MediaRouting Configuration window, enable the PIM.
Enter the peripheral name and the peripheral ID (recorded at the end of the procedure described in Configure
Media Routing PG (MR PG), on page 52) of the MR_PIM.
Set the Application Hostname fields:
• For simplex deployments, set both of the Application Hostname fields to the computer name of the
Outbound Option Dialer.
• For duplex Sip Dialers with duplex MR PG deployments,
◦Specify the local Dialer HostName in ApplicationHostName1.
◦Specify the remote, duplex Dialer HostName in ApplicationHostName2.
Step 8 Set the Application Connection Port to the port number used by the Outbound Option 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.
Installation of Cisco CTI Controls
This section describes the installation process for the Cisco CTI controls. It also describes how to install 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.
See the CTI documentation available online at http://www.cisco.com.
Integrate Outbound Option 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.
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Installation of Cisco CTI Controls
Note
Be aware that CTI OS Release 7.0(0) and greater uses CTI Protocol 11. As a result, there are more CTI
fields available in CTI OS (for example, call type, CampaignID, and QueryRuleID).
When installing, install the CTI OS Client, select the CTI Toolkit SDK and the Win32 check boxes to access
the CTI Toolkit Outbound Desktop (Win32) sample. (See the “Install CTI Toolkit Outbound Desktop (Win32),
on page 78” section for more details.)
If you are running Outbound Option with CTI OS, perform the following procedure to add Outbound Option
ECC variables to CTI OS Server:
Procedure
Step 1
Step 2
Log in to the CTI OS server.
Step 3
Save the blendedagent_addecc.reg read-only file. Right-click the file, select Properties, and then uncheck
the Read Only check box.
Step 4
Step 5
Edit the blendedagent_addecc.reg file and globally change “InstanceName” to the real system instance name
and save it.
Double-click on theblendedagent_addecc.reg file to add the Outbound Option ECC variables to CTI OS.
Step 6
Step 7
In the Node Manager, restart the CTI OS service on the call server.
Restart all CTI OS Desktop clients to download the new ECC variables.
Rename the <Drive Letter>:\ICM\CTIOS_bin\blendedagent_addecc.reg.txt file to
blendedagent_addecc.reg.
What to Do Next
See 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, on page 215 for a sample .REG file
which creates the applicable Outbound Option ECC registry entries. (This registry file must be edited and run
on the CTI OS server.)
After 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,
on page 36” section for a description of each ECC variable.)
Configure CTI OS Server for Outbound Option
If you are running Outbound Option with CTI OS, perform the following procedure to add Outbound Option
expanded call variables to CTI OS Server:
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Procedure
Step 1
Step 2
Log in to the CTI OS server.
Step 3
Step 4
Right-click the file, select Properties, and then uncheck the read-only check box.
Step 5
Step 6
Step 7
Step 8
Rename the <Drive Letter>:\ICM\CTIOS_bin\blendedagent_addecc.reg.txt file to
blendedagent_addecc.reg.
Edit the blendedagent_addecc.reg file and globally change “InstanceName” to the system instance
name from your Unified ICM setup.
Save the file.
Double-click the blendedagent_addecc.reg file to add the Outbound Option expanded call variables
to CTI OS.
In the Node Manager, restart the CTI OS service on the call server.
Restart all CTI OS Desktop clients to automatically download the new expanded call variables.
Install CTI Toolkit Outbound 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. It is located in <Drive Letter>:\Program Files\Cisco
Systems\CTIOS Client\CTIOS Toolkit\Win32 CIL\Samples\CTI Toolkit Outbound Desktop.
Procedure
Step 1
Step 2
Step 3
Install CTI OS Client and confirm that the CTI Toolkit SDK and Win32 check boxes are checked.
Note
See the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
for detailed information about installing the CTI Toolkit SDK.
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
Double-click the CTIOSOutOptSSoftphone.exe file. The CTI Toolkit Outbound Desktop (Win32) displays.
Integrate Outbound Option with Standard CTI Toolkit Agent Desktop
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),
the standard CTI Toolkit Agent Desktop (Win32) can be modified to display all Outbound Option expanded
call variables in the call variable grid.
Set Outbound Option Expanded Call Variables
After you add the Outbound Option expanded call variables to the standard CTI Toolkit Agent Desktop
(Win32), you can set the values through the grid on the Agent Desktop with Outbound Option. When the
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Setup of Outbound Option in Cisco Desktop Administrator
agent logs in, the Outbound Option-related expanded call variables are visible. The agent can then change
values for those variables.
Setup of Outbound Option in Cisco Desktop Administrator
This section provides information about setting up Outbound Option with Cisco Desktop Administrator. When
using Outbound Option with Cisco Agent Desktop, outbound calls appear as inbound calls to the agent, and
information about the call appears in the Enterprise Data pane.
See 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, to see the customer’s name being called.
• If a call is part of a Preview dialing mode campaign, the first letter in the BAStatus field entry is P.
If a call is part of a Direct Preview dialing mode campaign, the first letter in the BAStatus field entry
is D.
Add Enterprise Data Fields to Layout List
Use the following procedure to add the Outbound Option variables.
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Verification
Procedure
Step 1
Step 2
Start Cisco Desktop Administrator.
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 Edit.
Step 3
Add the following fields to the Layout List by selecting the field from the Available Fields List, and then
clicking 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 problems that might exist in the setup before actually attempting to deploy
the Dialer. If problems occur while using this product, please see 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 Unified CM using the BAT tool.
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Dialer Component Status
Dialer Component Status
The Dialer component process status provides details about the health of the installation even before any
campaign configuration is initiated or before any call is placed. You can view the Dialer component status in
the Diagnostic Framework Portico.
Figure 15: SIP Dialer Component Status
Customer Instance Name
The customer instance name 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.
Campaign Manager
The Campaign Manager 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, 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, recheck that the IP address is correct 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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Dialer Component Status
• If the ping is successful for the IP address but not for the DNS hostname, check that the DNS hostname
is correct and that 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.
• Check to see if the name of the Dialer configured in Configuration Manager matches the name entered
during PG setup.
CTI Server
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 IP address:
◦Recheck that the IP address is correct, 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.
• Check that the PG is online. Check that the PG has been enabled properly in the ICM Router setup.
Ports
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 runtime activity; it is unusual for ports to be blocked.)
If the number of ports Configured is zero, then the dialer is not receiving port configuration from the Campaign
Manager component. Check to verify that ports are configured properly.
If the number of Ready ports is zero, confirm that the PG has been started.
MR PIM
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, check the connectivity by verifying the MR PG address and port configured in the
dialer component setup.
If the MR PG status is NR, then the Media Routing connection is established. Check to see if the MR PG is
online by looking at its status window.
SIP Dialer
The final block shows connectivity status with the SIP Proxy or Voice Gateway that is connected to the SIP
dialer. This status is either A for active, X for disconnected, or D for heartbeat disabled.
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Verify Critical Configuration Steps
Verify 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 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 2008 R2, perform the following steps:
Procedure
Step 1
Step 2
Step 3
Open the SQL Server Management Studio.
Expand the databases.
Select the <cust instance_baA> Outbound Option database. Right click and select Properties.
Step 4
Select the Files page.
Step 5
In the database file row, click the button in the Autogrowth column. A Change Autogrowth dialog box appear.
Step 6
Ensure that the Enable Autogrowth box is checked. Click OK.
Step 7
In the log file row, click the button in the Autogrowth column. A Change Autogrowth dialog box appears.
Step 8
Ensure that the Enable Autogrowth box is checked. Click OK.
Step 9
Select the Options page.
Step 10 On the Recovery Model drop-down menu, select Simple.
Step 11 Click OK.
Verify 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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Verify Router Registry Key
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CHAPTER
5
Outbound Option Installation: SCCP Dialer
Note
The SCCP Dialer is deprecated for release 10.0 and will reach end-of-sale in an upcoming release.
This chapter, intended for system administrators performing the initial installation of Outbound Option,
describes how 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 Unified CM configuration, and
then the Outbound Option component software installation and associated database creation.
Note
Cisco Finesse is not supported with the SCCP dialer.
• Installation task maps, page 86
• Unified CCE Outbound Option Configuration, page 88
• Configuration and scheduling of personal callback feature, page 94
• Unified CMr and Gateway Configuration, page 99
• Outbound Option Software Installation Steps, page 102
• Installation of Cisco CTI Controls, page 106
• Setup of Outbound Option in Cisco Desktop Administrator, page 108
• Verification, page 109
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Installation task maps
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.
Table 8: IPCC Enterprise Outbound Configuration Steps
Step Number
Task
IPCC Enterprise
Procedure
System PG Procedure
1
Configure the IPCC PG
Configure the PG
Configure the PG
2
Configure the Dialer component Configure Dialer
Component
Configure Dialer
Component
3
Configure the port map
Configure Port Map
Configure Port Map
4
Create a Network VRU
Create a Network VRU
Create a Network VRU
5
Configure the Media Routing
PG
Configure Media Routing Configure Media
PG (MR PG)
Routing PG (MR PG)
6
Configure a Skill Group
Configure Skill Group
Configure Skill Group
7
Create a Dialed Number
Create Dialed Number
Create Dialed Number
8
Create Translation Route To
IVR
IPCC Enterprise
Documentation
IPCC Enterprise
Documentation
9
Configure System Options
Configure System
Options
Configure System
Options
10
Enable ECC Variables
Enable ECC Variables
Enable ECC Variables
11
Configure and schedule personal Configure Personal
callbacks (optional)
Callbacks
Configure Personal
Callbacks
Cisco Unified CM and Gateway Configuration
The following table lists the steps that comprise Unified CM configuration in the order that the steps should
be performed, and provide pointers to where the tasks are discussed.
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Software Installation and Database Creation
Table 9: Cisco Unified Communications CM 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 CM Manager
Cisco Unified
Group for each Dialer’s Unified CM subscriber Communications
Manager
Administration
Guide
Cisco Unified
Communications
Manager
Administration
Guide
3
Import Dialer Ports and assign to the PG’s CTI Import and Assign
Application User, assigning Dialer ports for each Dialer Ports
Dialer component to a distinct device pool
Import and Assign
Dialer Ports
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
Disable Ringback
During Transfer to
Agent for SIP
Disable Ringback
During Transfer to
Agent for SIP
6
Set Up Auto Answer on agent phone if zip tone Auto Answer
required
Configuration on
Agent Phones
Auto Answer
Configuration on
Agent Phones
Software Installation and Database Creation
The third phase of installing Outbound Option is installing the component software and creating the associated
database. 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 10: Software Installation and Database Creation Steps
Step Number
Task
IPCC Enterprise
Procedure
1
Install the Outbound Option private
Create Outbound
database on the Logger Side A platform Option Private
Database
System PG
Procedure
Create Outbound
Option Private
Database
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Unified CCE Outbound Option Configuration
Step Number
Task
IPCC Enterprise
Procedure
System PG
Procedure
2
Install the Dialer component on the PG Install Dialer
platform
Component
Install Dialer
Component
3
Edit Dialer-related Registry values
Configure Dialer
After Installation
Configure Dialer
After Installation
4
Modify JTAPI for calls to invalid
numbers
Modify JTAPI for
Calls to Invalid
Numbers
Modify JTAPI for
Calls to Invalid
Numbers
5
Install the MR PG on the PG platform
Install MR PG
Install MR PG
Unified CCE Outbound Option Configuration
This section provides procedures for the tasks associated with Unified CCE Outbound Option configuration.
Configure IPCC PG
Perform the following steps to configure the IPCC PG (PG1).
Procedure
Step 1
Step 2
In ICM Configuration Manager, open the PG Explorer tool.
Click Retrieve, and then click Add. Add an IPCC PG.
Step 3
Step 4
Enter the name (for example, PG1_IPCC).
Select the CallManager or PG Generic PG Type.
Step 5
Step 6
Step 7
Add a peripheral.
Enter the name (for example, PG1_IPCC_PIM1).
On the Peripheral tab, click the Enable post routing check box.
Step 8 Select the Default Desk Setting from the drop-down list.
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.
Step 11 Click Save.
Step 12 Record the assigned Logical Controller ID for later use: ____________________.
Step 13 Record the assigned Peripheral ID for later use: ____________________.
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Configure Dialer Component
Configure Dialer Component
Perform the following steps to configure the Dialer component.
Procedure
Step 1
Step 2
Step 3
Step 4
Confirm that all ICM services are running.
Open the ICM Configuration Manager.
Double-click the Outbound Option - Dialer option to open the Outbound Option Dialer configuration
window.
Click Retrieve.
Step 5
Click Add to add a new Dialer.
Step 6
Enter the following information in the Dialer General Tab fields.
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 drop-down list and is 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.
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Configure Port Map
Field
Description
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 for 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 5 calls per
second for SCCP Dialer.
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.
Click Save.
Note
Step 7
Configure 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 (Cisco 30
VIP) on Unified CM.
• 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. Extension numbers can be up to ten
digits in length.
• When selecting extension numbers for Dialer ports, confirm that existing phone numbers in Unified CM
and dial numbers in the Device Target Explorer tool are not already done.
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Create a Network VRU
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
In the ICM Configuration Manager Outbound Option Dialer configuration window, click the Port Map
Selection tab to display the port map configuration.
Note
Confirm that all agents and skill groups used by Outbound Option are associated with the Unified
CM PG, and not the MR PG.
To begin adding ports to this Dialer, click Add.
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.
Click OK. The port mappings appear on the Port Map Selection tab.
Click Save to save all the configuration information.
Click Export. The Select CM Version dialog appears.
Click the Unified CM option. (Select the latest Unified CM option if you are using a later version of Unified
CM.)
Click OK and specify the path for the port mapping file.
Click Save to save the file. You will import this file, during Unified CM configuration.
Create a Network VRU
Perform the following steps to create a Network VRU using the Network VRU Explorer tool.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Note
Open the ICM Configuration Manager application.
Open the Explorer tools.
Open the Network VRU Explorer tool.
Create a type 2 VRU to be used during Media Routing (MR) PIM setup. Record the \ VRU name:
______________.
Click Save.
See the ICM Configuration Guide for Cisco Unified ICM Enterprise for detailed information about the
ICM Configuration Manager tools.
Configure Media Routing PG (MR PG)
Perform the following steps to configure the MR PG (PG2).
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Configure Skill Group
Procedure
Step 1
Step 2
In ICM Configuration Manager, open the PG Explorer tool.
Click Retrieve, and then click Add. Add an MR PG.
Step 3
Step 4
Enter the name (for example, PG2_MR).
Select the MR PG type.
Step 5
Step 6
Step 7
Add a peripheral.
Enter the name (for example, PG2_MR_PIM1).
On the Peripheral tab, check the Enable post routing check box.
Step 8
Step 9
On the Routing Client tab, enter the routing client name (for example, MR_PIM1_Voice).
Select the Cisco_Voice option from the Default media routing domain drop-down list.
Step 10 On the Advanced tab, select the Network VRU that you created during system installation from the drop-down
list.
Step 11 Click Save.
Step 12 Record the assigned Logical Controller ID for later use: ____________________.
Step 13 Record the assigned Peripheral ID for later use: ____________________.
Configure Skill Group
Perform the following steps to create a skill group for the PG using the Skill Group Explorer tool:
Procedure
Step 1
Step 2
Step 3
In ICM Configuration Manager, open the Skill Group Explorer tool.
Confirm that the PIM created in the section Configure IPCC PG is displayed in the Select filter data section.
Click Retrieve.
Step 4
Click Add Skill Group.
Step 5
Set the Media Routing Domain to the Cisco_Voice option.
Step 6
Step 7
Enter a peripheral name and number (record them):____________________. (You can either enter a name
or allow the system to generate the name.)
Enable the ICM picks the agent check box.
Step 8
Click Add Route.
Step 9 Enter a name for the new route (any name is allowed).
Step 10 Click Save.
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Create Dialed Number
Create Dialed Number
Perform the following steps to create a dialed number for the MR PG.
Procedure
Step 1
Step 2
Step 3
Step 4
In ICM Configuration Manager, open the Dialed Number/Script Selector List tool.
Click Add, then enter a dialed number for the MR PG.
Select the MR routing client from the drop-down list.
Select Cisco_Voice from the Media Routing Domain drop-down list.
Step 5
Step 6
Enter the dialed number.
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, select the MR call type.
Step 10 Click OK on the Dialed Number Map Entry dialog box, and 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.
Configure System Options
Use the Outbound Option System Options component in the ICM Configuration Manager to define contact
dialing time ranges that 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.
Procedure
Step 1
Step 2
In ICM Configuration Manager, open the Outbound Option System Options component.
Select the General Options tab page to define the total dialing time range for all your Outbound Option
campaigns to use, and then click OK.
Step 3
Select the Bulk Update tab page to define specific dialing time ranges for telephone numbers, and then click
Update All Campaigns.
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Enable ECC Variables
Enable 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.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Open the System Information tool in the Tools/Miscellaneous folder in the ICM Configuration Manager
application.
Enable the Expanded call context enabled check box.
Click Save.
Open the List tools.
Open the Expanded Call Variable List tool.
Click all BAxxxx variables (BAAccountNumber, BABuddyName, BACampaign, BADialedListID,
BAResponse, BAStatus, and BATimezone).
In the Attributes tab, click the Enabled check box for each variable.
Click Save.
Configuration and scheduling of personal callback feature
Configure Personal Callbacks
Note
All personal callbacks occur in Preview mode. Be aware that only one Dialer on a particular peripheral
is assigned personal callback records.
Some personal callback options must be configured through the registry. Furthermore, if a personal callback
record is not associated with a campaign, it follows the rules configured within the registry.
Procedure
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 is routed to the skill group DN for the campaign associated with the
callback, if the DN is available
• Reschedule the personal callback to the same time the next business day
• Abandon the personal callback
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Configure Personal Callbacks
Step 2
Step 3
Open the HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance
name>\LoggerA\BlendedAgent\CurrentVersion folder in the Outbound Option registry.
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
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).
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Configure Personal Callbacks
Name
Default Description
Value
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.
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.)
The call status values can optionally be
delimited using a comma, a hyphen, a
semi-colon, or a colon.
The number of times a customer phone rings
before being classified as an unanswered call
(minimum value is 2; maximum value is 10).
Note
PersonalCallbackNoAnswerRingLimit
Step 4
4
Set up the Personal Callback reservation script using the Script Editor application.
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Create Enterprise Skill Group
• 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 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 16: Personal Callback Reservation Script
Create Enterprise Skill Group
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.
Procedure
Step 1
Step 2
Step 3
Open the List tools.
Open the Enterprise Skill Group List tool.
Create an enterprise skill group. In the Add Name field, type the enterprise name, then click Add. Select the
skill group, and then click Save.
Step 4
In the Attributes tab, click Add to add the skill group or groups.
Step 5
Click Save.
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Create Enterprise Route
Create 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.
Procedure
Step 1
Step 2
Step 3
Open the List tools.
Open the Enterprise Route List tool.
Create an enterprise route. In the Name field, type the enterprise route, and then click Add. Select the route,
and then click Save.
Step 4
In the Attributes tab, add the route.
Step 5
Click Save.
Configure Queue to Agent Node
If you use personal callbacks, complete the following steps to configure the Queue to Agent Node in your
reservation script.
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Unified CMr and Gateway Configuration
Procedure
Step 1
Step 2
Right-click the Queue to Agent node and select Properties.
Step 3
Step 4
Click Change in the “Queue to agent type” section.
Select Lookup agent reference by expression, and then click OK.
Enter the agent expression Call.PreferredAgentID.
Step 5
Step 6
Step 7
Step 8
Step 9
Select the enterprise skill group you created in the Create an Enterprise Skill Group section.
Select the enterprise route you created in the Create an Enterprise Route section.
Confirm that the Peripheral column is left blank.
Click OK to save the Queue to Agent node.
Save and then schedule the script.
Figure 17: Scheduling Script
Unified CMr and Gateway Configuration
This section provides procedures for the tasks associated with the Unified CM and gateway configuration.
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Import and Assign Dialer Ports
Ensure that each dialer’s ports are contained on their own UCManager subscriber, and the UCManager
subscriber is not shared with any other Dialer. Because a Dialer port makes shorter calls at sustained higher
call rates, it takes a larger portion of UCManager resources than a normal agent phone. The sizing calculator
should have already been used to properly size when designing the solution. The port throttle configuration
referenced in Dialer configuration prevents the Dialer from over-using its subscriber. If more than one Dialer
points to the same subscriber, then this Dialer throttling mechanism is not effective because it only applies to
each Dialer.
Import and Assign Dialer Ports
Perform the following procedure to import Dialer Ports and assign them to the PG’s CTI Application User.
Procedure
Step 1
After configuring the Dialer Port Map, click Select All, and 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.
When creating a dialer port template using the BAT tool, be careful when selecting the Device pool.
Make sure the correct region is set so it works across different audio codecs.
Select Bulk Administration > Upload Download. Click Add New. Browse to the CSV file, select Phones,
select Insert Phones > Specific Details, and then click Save.
Note
Step 3
Step 4
Select Bulk Administration > Phones > Insert Phones. Select the file name and the phone template name,
click Run Immediately, and then click Submit.
To see the status of this job, select Bulk Administration > Job Scheduler, and 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, and then click Find.
Step 6
Step 7
Select 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.
Click Select Devices. Make sure the check box next to each Dialer port is checked.
Step 8
Click Save.
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Disable Ringback During Transfer to Agent for SIP
Disable Ringback During Transfer to Agent for SIP
The configuration for the SCCP Dialer does not work for the SIP Dialer. When the SIP Dialer is handing off
the call to an agent, it sends REFER to the voice 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 script manipulates the 180 ringing to a 183 SESSION PROGRESS message
to prevent the gateway from generating a ringback.
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 response for inbound calls to trigger the gateway to play ringback to the
PSTN.
Note
Skip step 1 if a dedicated SIP trunk already exists for handling agent transfer dial. Perform step 1 if the
same SIP trunk is used for normal inbound PSTN calls and Dialer agent transfer calls.
Procedure
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].
Step 2
Click Save.
Step 3
Step 4
Create a new IP trunk and associate the created SIP trunk Security Profile.
Click Save.
Step 5
Click Reset.
Step 6
In Communications Manager GUI > Device Settings > SIP Normalization Scripts [Create New], enter
the following SIP normalization script into the content field. All other values remain set to default.
M = {}function M.outbound_180_INVITE(msg) msg:setResponseCode(183, "Session
in Progress") endreturn M
Step 7
Click Save.
Step 8
Click Reset.
Step 9 Associate the created normalization script with the SIP trunk.
Step 10 Click Save.
Step 11 Click Reset.
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Auto Answer Configuration on Agent Phones
Auto Answer Configuration on Agent Phones
The dialer component is preconfigured during installation 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
(which notifies of incoming calls), so agents must monitor the agent application for incoming customer calls.
To enable zip tone, enable auto-answer on the agent’s phone configuration in Unified CM. This solution adds
about a second onto the transfer time. This solution is identical to the solution that is used for Unified CCE.
For Mobile Agents using the nailed connection, the Unified CM auto answer setting does 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.
Enabling auto answer in the agent desk settings or in the dialer component in conjunction with the Unified
CM can be problematic. Therefore, Cisco recommends that you 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 describes how to install Outbound Option and related components.
Note
Important: Before you perform the installation procedures in this section, you must 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.
Create Outbound Option Private Database
Before you use Outbound Option on Unified CCE, estimate the size of the Outbound Option private database
and then create it on the Logger Side A 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.
Procedure
Step 1
Collect the following information:
• What is the size, in bytes, of each customer record in the import file? If the size 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:
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Upgrade of Outbound Option from Previous Release
• If imports overwrite imports: Do not change record count
• If imports append imports: RecordCount = total number of rows 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 overwrite imports: RecordCount = number of rows imported * 1.5 (50% more rows will be
inserted into the dialing list than imported)
• If imports append imports: RecordCount = total number of rows 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
Step 5
Calculate the database size using this formula: contact-table-size + dialing-list-table-size.
Step 6
Select the Logger and select Database > Create (or click the right mouse button and select Create).
Step 7
Step 8
In the Create Database window, specify the Outbound Option database type.
Click Add. The Add Device window opens.
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, and then click
Create. Click Start.
Start ICMDBA by entering ICMdba in Microsoft Windows’ Run dialog box or command window.
At a later time, if necessary, you can edit the device to change storage size, or remove a device, using the
Database > Expand option.
Step 9
Caution
Click Close.
No manual changes to the contents of the outbound database are allowed. Do not use triggers in the
outbound database. Triggers for the dialing lists or personal callback list should not be added or modified.
The Dialer_Detail table in the HDS contains the information required by custom applications. Extract the
information from the HDS to a separate server where the custom application can process the data without
impacting the HDS.
Upgrade of Outbound Option from 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. Otherwise, Campaign Manger will not start, and an
alarm is triggered to indicate an incorrect private database version. See the Cisco Unified Contact Center
Enterprise Installation and Upgrade Guide at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/
prod_installation_guides_list.html for instructions on running EDMT.
Install Dialer Component
Perform the following steps to install the Dialer component on the Side A PG platform.
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Install Dialer Component
Procedure
Step 1
Step 2
Step 3
Step 4
Make sure all ICM Services are stopped.
Run Peripheral Gateway Setup.
In the Cisco Unified ICM/Contact Center Enterprise & Hosted Setup dialog box, in the left column under
Instances, select an instance.
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. These options set the Dialer Service
startup type to Automatic, so the Dialer starts automatically when the machine starts up.
For Dialer Type, select SCCP (Skinny Call Control Protocol).
Step 7
Step 8
Step 9
Click Next.
Note
After you create a Dialer, you cannot change the Dialer Type. To switch Dialer types, delete the
existing Dialer and create a new Dialer.
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 server 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 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 server
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. Click Back to make corrections if needed; otherwise,
click Next to begin Dialer installation.
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Configure Dialer After Installation
Configure Dialer After Installation
After you finish installing the Dialer component, 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, and 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 one second period. If 5 calls are ready to be dialed, they will be spaced evenly
over that one 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, see 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, disabling the auto answer setting in the Dialer registry.
See the Auto Answer Configuration on Agent Phones section in this chapter for details about other
options for auto answer that support agent notification of an incoming call.
Modify JTAPI for Calls to Invalid Numbers
You must change the jtapi.ini file on the peripheral gateway so that dialed calls are recorded with progress
codes, and not as No_Answer. Progress codes 1, 4, 22, and 28 represent Unallocated_Number, Send special
information tone, Number changed, and Invalid Number Format, respectively. To make this change, perform
the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
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.
Go to c:\winnt\java\lib.
Open the jtapi.ini file in a text editor.
Add the following line, if not already present: UseProgressAsDisconnectedDuringErrorEnabled=1,4,22,28.
Save and close the file.
Reboot the PG machine.
Install MR PG
Perform the following steps to install the MR PG on the Side A platform.
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Installation of Cisco CTI Controls
Procedure
Step 1
Step 2
Step 3
Run ICM Setup to install a PG that corresponds with PG2, which was configured earlier.
In the Peripheral Gateway Properties window, select the PG2 PG Node ID and the MediaRouting Client
Type.
Click Next.
Step 4
Add a PIM, PIM1.
Step 5
Step 6
In the MediaRouting Configuration window, enable the PIM.
Enter the peripheral name and the peripheral ID (that you recorded at the end of the Configure Media Routing
PG (MR PG) procedure ) of the MR_PIM.
Set both Application Hostname fields to the computer name of the Outbound Option Dialer.
Set the Application Connection Port to the port number used by the Outbound Option IPCC Dialer (usually
38001).
Step 7
Step 8
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.
Installation of 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.
See the CTI documentation available online at http://www.cisco.com.
Integrate Outbound Option 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 more CTI
fields available in CTI OS (for example, call type, CampaignID, and QueryRuleID).
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Integrate Outbound Option with CTI OS
When installing the CTI OS Client, select the CTI Toolkit SDK and the Win32 check boxes to access the
CTI Toolkit Outbound Desktop (Win32) sample. (See the “Install CTI Toolkit Outbound Desktop (Win32)”
section for more details.)
If you are running Outbound Option with CTI OS, perform the following procedure to add Outbound Option
ECC variables to the CTI OS Server.
Procedure
Step 1
Rename the C:\ICM\CTIOS_bin\blendedagent_addecc.reg.txt file to blendedagent_addecc.reg.
Step 2
Save the blendedagent_addecc.reg read-only file. Right-click the file, select Properties, and then uncheck
the Read Only check box.
Step 3
Edit the blendedagent_addecc.reg file and globally change “InstanceName” to the real system instance name
and save it.
Double-click on the blendedagent_addecc.reg file to add the Outbound Option ECC variables to CTI OS.
In the Node Manager, restart the CTI OS service.
Restart all CTI OS Desktop clients to download the new ECC variables.
Step 4
Step 5
Step 6
What to Do Next
See 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 for a sample .REG file which creates
the applicable Outbound Option ECC registry entries. (This registry file must be edited and run on the CTI
OS server.)
After 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”
section in Chapter 2 for a description of each ECC variable.)
Install CTI Toolkit Outbound Desktop (Win32)
Procedure
Step 1
Step 2
Step 3
Install CTI OS Client and confirm that the CTI Toolkit SDK and the Win32 check boxes are selected.
Note
See the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
for detailed information about installing the CTI Toolkit SDK.
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
Double-click the CTIOSOutOptSSoftphone.exe file to display the CTI Toolkit Outbound Desktop (Win32).
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Setup of Outbound Option in Cisco Desktop Administrator
Setup of Outbound Option in Cisco Desktop Administrator
This section provides information about setting up Outbound Option with Cisco Desktop Administrator. When
using Outbound Option with Cisco Agent Desktop, outbound calls appear as inbound calls to the agent, and
information about the call appears in the Enterprise Data pane.
See 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, the first letter in the BAStatus field entry is P.
If a call is part of a Direct Preview dialing mode campaign, the first letter in the BAStatus field entry
is D.
Add Enterprise Data Fields to Layout List
Use the following procedure to add the Outbound Option variables.
Procedure
Step 1
Step 2
Start Cisco Desktop Administrator.
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 Edit.
Step 3
Add the following fields to the Layout List by selecting the field from the Available Fields List, and then
clicking the left arrow button.
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Verification
• 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 problems that might exist in the setup before actually attempting to deploy
the Dialer. If problems occur while using this product, please see 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 Unified CM using the BAT tool.
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Troubleshoot Connections
Troubleshoot Connections
Dialer Component Status
The Dialer component process status provides a lot of details about the health of the installation even before
any campaign configuration is initiated or before any call is placed. You can view the Dialer component status
in the Diagnostic Framework Portico.
Figure 18: SCCP Dialer Component Status
Troubleshoot Dialer Connections
Dialer customer instance, node name, and process name
This information is useful if TAC asks you to interrogate the system while debugging a problem for a
case.
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Campaign Manager connectivity status
This status is either A for active or X for disconnected. If the Campaign Manager connectivity status
is X, 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, recheck that the IP address is correct, and then 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 that it is properly configured in the system’s DNS server.
• If the ping is successful, recheck the Dialer component setup to see if the Dialer component setup
contains the wrong address or port number for the side A Logger.
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 IP address:
◦Recheck that the IP address is correct, and then troubleshoot network connectivity.
◦Check to see if 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 that 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.
• Confirm that the PG is online. Check that the PG has been enabled properly in the ICM Router
setup.
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Verify Critical Configuration Steps
Dialer ports states
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 a runtime activity; it is unusual for ports to be
blocked.)
If the number of ports Configured is zero, then the Dialer is not receiving port configuration from the
Campaign Manager component. Check to verify that ports are configured properly.
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.
• Confirm that the 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.
• Confirm that the IPCC PG has been started.
• Confirm that the JTAPI Gateway has finished configuring. If it has not, wait for it to finish.
• Verify that Unified CM and CTI Manager are running.
• Check to see if DNS name (of your PG) is resolving the CUCM IP address
MR PIM connectivity status
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, check the connectivity by performing the following steps:
• 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 is NR, then the Media Routing connection is established. Check to see if the MR
PG is online by looking at its status window.
Verify 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 Connectivity
First, verify that each Dialer can 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 to verify
connectivity on Unified CCE installation.
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Verify Connectivity
Procedure
Step 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 is used when launching DialogicTest.
Note
Step 2
The Outbound Option IP Dialer must be shut down before running DialogicTest.
From the \icm\bin directory on the Dialer, type the following to run the DialogicTest utility, type
Dialogictest softphone <number of ports in the Dialer port map> <CallManager name or IP
address> <dialer ID> <starting channelID> <custname>
where:
a) The CallManager name or IP address indicates the Unified CM TFTP server machine.
b) The dialer ID is the numeric identifier obtained above from the Dialer table.
c) 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.
d) The custname is the ICM customer name.
Example:
The following example displays the command syntax and the output log messages.
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Step 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 is >d 0 51001 30.
Example:
The following example displays the command syntax and the output log messages.
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Verify Dialer Port Map Configuration
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 Cisco Docwiki for troubleshooting assistance.
Verify 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 also used for this process.
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Note
The Outbound Option IP Dialer must be shut down before running DialogicTest.
How to Verify the Dialer Port Map Configuration
Procedure
Step 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.
Example:
For example, to dial station number 1234, use the following command:
>d 0 1234 30
Step 2
Hang up this channel by typing >h 0 and move to the next channel (channel 1). Dial the phone station again,
using a command similar to the following example:
Example:
>h 0 >d 0 1234 30
Verify that the calling number shown on the station matches the station number configured in the ICM Dialer
port map.
Step 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 the configuration is a 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 because it is possible to wire this connection incorrectly for a small
number of ports. Incorrect wiring creates problems in the Dialer that are difficult to find.
Verify Database Configuration
The procedure varies for verifying that the database configuration is properly set up for SQL Server, depending
on the installed version of SQL Server.
Procedure
For SQL Server 2008 R2 64bit, perform the following steps:
a) Open the SQL Server Management Studio.
b) Expand the databases.
c) Select the <cust instance_baA> Outbound Option database. Right click and select Properties.
d) Select the Files page.
e) In the database file row, click the button in the Autogrowth column. A Change Autogrowth dialog box
appears.
f) Ensure that the Enable Autogrowth box is checked. Click OK.
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Verify Router Registry Key
g)
h)
i)
j)
k)
In the log file row, click the button in the Autogrowth column. A Change Autogrowth dialog box appears.
Ensure that the Enable Autogrowth box is checked. Click OK.
Click the Options page.
On the Recovery Model drop-down menu, select Simple.
Click OK.
Verify 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
Configuration of 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 to perform to create an agent campaign and a transfer to IVR campaign
• Provides procedures for configuring and scheduling personal callbacks
• Gives instructions to verify that your Outbound Option system has been configured correctly
• Outbound Option Configuration Process Overview, page 120
• Dialing Modes, page 121
• Configuration Process Task Maps, page 123
• Configure Skill Group, page 125
• Create Dialed Numbers, page 125
• Configure Dialed Numbers, page 126
• Create Import Rule, page 127
• Create a Query Rule, page 134
• Create a Campaign, page 135
• Notes on Editing a Campaign in Progress, page 146
• Create an Enterprise Skill Group, page 146
• Create an Enterprise Route, page 146
• Create a Call Type, page 147
• Outbound Option Scripting, page 147
• Set Up Reservation Script, page 148
• Configure a Transfer to IVR Script, page 149
• Set Up Administrative Script, page 151
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Outbound Option Configuration Process Overview
• Sample Administrative Scripts, page 154
• Map Scripts, Call Types, and Dialed Numbers, page 155
• Configure Translation Route for Use with SIP Dialer, page 156
• Multi-Tenant Customer Instances Configuration, page 156
• SIP Dialer Recording Parameters Configuration, page 156
• Verification of Dialed NumberDN/Script Selector Configuration, page 157
• Verify Campaign Configuration, page 157
Outbound Option Configuration Process Overview
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 for the campaign
• 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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Dialing Modes
Campaign Task List, on page 123 and Transfer to IVR Campaign Tasks, on page 124 provide a complete list
of tasks associated with creating those campaigns.
Dialing Modes
Outbound Option supports three different types of outbound dialing modes:
• Predictive Dialing, on page 122: 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, on page 122: The agent previews customer information on their desktop, and chooses
to contact the customer, skip to another customer, or reject the call.
• Progressive Dialing, on page 123: The administrator specifies 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 a reservation call to the agent.
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Predictive Dialing
Predictive Dialing
In predictive dialing, the dialer determines the number of customers to dial per agent based on the abandon
rate. The agent must take the call if that agent is logged into a campaign skill group.
A Predictive Dialer is designed to increase the resource utilization in a 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 desktop. 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 point in time may vary for the
Dialer.
Preview Dialing
Preview dialing reserves an agent prior to initiating an outbound call and presents the agent with a popup
window. The agent may then Accept, Skip, or Reject the call with the following results:
• Accept: The customer is dialed and transferred to the agent.
• Skip: The agent is presented with another customer call.
• Skips-Close: The customer will not be called again, and the agent is presented with another customer
call.
• Reject: The agent is released. At this point, the system delivers another call to the agent, either another
Preview outbound call, or a new inbound call.
• Rejects-Close: The agent is released and the record is closed so it is not called again. At this point, the
system delivers another call to the agent, either another Preview outbound call or a new inbound call.
Direct Preview Dialing
The Direct Preview mode is similar to the Preview mode, except that the call is automatically placed by the
dialer from the agent's phone after the agent accepts. Because the call is initiated from the agent's phone, the
agent hears the ringing, and there is no delay when the customer answers. However, in this mode, the agent
must deal with answering machines and other results that the Dialer Call Progress Analysis (CPA) normally
handles for other campaign dialing modes.
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Progressive Dialing
• The CPA and the transfer to IVR features are not available while using Direct Preview Dialing mode.
Note
• A zip tone is a tone that announces incoming calls. There is no zip tone in Direct Preview mode.
Progressive Dialing
Progressive Dialing is similar to predictive dialing (see Predictive Dialing, on page 122). The only difference
is that in Progressive Dialing mode, Outbound Option does not calculate the number of lines to dial per agent,
but 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.
Campaign Task List
The following table lists the steps required 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.
Table 11: Steps for Creating an Agent Campaign
Step Number
Task
Where Discussed
1
Create DN on MR client using IPCC DN tool.
Create Dialed Numbers,
on page 125
2
Create DN for Abandon to IVR on the CM PC for the SCCP Create Dialed Numbers,
Dialer, and on the MR PG for the SIP Dialer.
on page 125
3
Create DN for AMD to IVR. For the SCCP dialer you create Create Dialed Numbers,
this on the CM PG; for the SIP dialer you create this on the on page 125
MR PG.
4
Configure an Import Rule using the Outbound Option Import Create Import Rule, on
Rule tool.
page 127
5
Configure Query Rules using the Outbound Option Query
Rule tool.
6
Configure a Campaign using the Outbound Option Campaign Create a Campaign, on
tool.
page 135
Create a Query Rule, on
page 134
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Transfer to IVR Campaign Tasks
Step Number
Task
Where Discussed
7
Configure Call Type using IPCC Call Type tool.
Create a Call Type, on
page 147
8
Configure Reservation Script using Script Editor.
Set Up Reservation Script
9
Configure transfer to IVR scripts for AMD and Abandon to Configure a Transfer to
IVR using Script Editor.
IVR Script, on page 149
10
Map Scripts to Call Types and DNs using AW Script Editor. Map Scripts, Call Types,
and Dialed Numbers, on
page 155
11
Configure Administrative Script using Script Editor.
Set Up Administrative
Script, on page 151
12 (SCCP Dialer Configure CTI Route Points for Abandon and AMD to IVR. Cisco Unified
only)
Communications Manager
Administration Guide
Transfer to IVR Campaign Tasks
The following table lists the steps required 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
1
Create DN for Abandon to IVR. For the SCCP Create Dialed Numbers, on page 125
dialer 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 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 Create Import Rule, on page 127
Option Import Rule tool.
4
Configure Query Rules using the Outbound
Option Query Rule tool.
Create a Query Rule, on page 134
5
Configure a Campaign using the Outbound
Option Campaign tool.
Create a Campaign, on page 135
6
Configure Call Type using IPCC Call Type
tool.
Create a Call Type, on page 147
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Where Discussed
Create Dialed Numbers, on page 125
Configuration of Campaigns and Imports
Configure Skill Group
Step Number
Task
Where Discussed
7
Configure transfer to IVR script using Script Configure a Transfer to IVR Script, on
Editor.
page 149
8
Map Scripts to Call Types and DNs using AW Map Scripts, Call Types, and Dialed
Script Editor.
Numbers, on page 155
9
Configure Administrative Script using Script Set Up Administrative Script, on page
Editor.
151
10 (SCCP Dialer
only)
Configure CTI Route Points for Abandon and Cisco Unified Communications
AMD to IVR.
Manager Administration Guide
Configure Skill Group
Perform the following steps to create a skill group using the Skill Group Explorer tool:
Procedure
Step 1
Step 2
In ICM Configuration Manager, open the Skill Group Explorer tool.
Make sure the PIM is displayed in the Select filter data section (for information on creating the PIM, see
Configure the PG, on page 49).
Step 3 Click Retrieve.
Step 4 Click Add Skill Group.
Step 5 Set the Media Routing Domain to Cisco_Voice.
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 Check the ICM picks the agent check box.
Step 8 Click Add Route.
Step 9 Enter a name for the new route (any name is allowed).
Step 10 Click Save.
Create Dialed Numbers
Before you configure an Outbound Option campaign, you need to create the dialed numbers to 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.
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Configure Dialed Numbers
Campaign Skill Group Tab Field
Name
Purpose
Associated Routing Client
Dialed Number
Dialed Number to reserve agents. Configure on the MR routing
Not applicable for Transfer to IVR clients 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.
When no agents are available
Dialed Number for Transfer to
IVR.
For SIP Dialer, configure on the
MR Peripheral PG. For SCCP
Dialer, configure on the agent
controller / PG.
For agent campaigns, create all three dialed numbers. For transfer to IVR campaigns, create the dialed numbers
for the After AMD and for transfer to IVR field.
Perform the following steps to create these dialed numbers.
Procedure
Step 1
In ICM Configuration Manager, double-click the Dialed Number/Script Selector List tool.
Step 2
Step 3
In the Routing Client drop-down menu on the left portion of the screen, select the routing client listed in the
preceding table.
Click Retrieve.
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.
Configure Dialed Numbers
You must configure at least two dialed numbers on the outbound routing client: one for the agent campaign
and one for the IVR campaign. See the Cisco Packaged Contact Center Enterprise Administration and
Configuration Guide at http://www.cisco.com/en/US/products/ps12586/tsd_products_support_series_home.html
for information about configuring dialed numbers.
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Create Import Rule
Create Import Rule
The Import Rule defines how Outbound Option:
• Locates the imported file and defines the name of the contact table into which the import process places
the contact information.
• Recognizes and defines the contact list data in the imported file. The Import Rule defines the import
format of the user contact list (fixed length, comma-delimited, or pipe delimited fields), and the
information to be found in the fields of the file, such as the first and last names of contacts.
Note
The import file supports delimiting the records by comma (,) or by pipe (|). The delimiter
is chosen based on the following rules:
• If a record that is imported has commas and no pipes, the Import process will use
comma as delimiter.
• If a record that is imported has pipes and no commas, the Import process will use
pipe as delimiter.
• If a record that is imported has a combination of pipes and commas, the pipe is
used as delimiter irrespective of which delimiter the Import process finds first.
• Schedules updates for your calling lists imports.
There are two types of import rules in Outbound Option:
• Contact - An import rule that you create for a specific campaign. Note that it is possible to have a single
import rule with many contacts, and use query rules to separate those contacts into different campaigns.
• Do Not Call - An import rule, created once and applicable to all campaigns, that provides do-not-call
information to all campaigns
Before you create an import rule, you need to decide where you want Outbound Option to look for the import
list.
Note
When you edit an existing import rule, changing the target table name creates a new table, but does not
remove the old table. The old table remains in the database, but will not be used by the system.
When you import records, take note of the following:
• The dialing rate/CPS is affected.
• The “record fetch query performance” is also affected if you are importing huge number of records. The
performance of the query impacts the call rate. Purge the dialing list manually to maintain and ensure
effective query performance.
Perform the following steps to create an import rule.
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Import Rule General Tab Page
Procedure
Step 1
Step 2
In ICM Configuration Manager, expand the Outbound Option menu, then double-click the Outbound Option
Import Rule component.
Click Retrieve.
Step 3
Click Add at the bottom of the list box area of the window. Then fill out the information that is required on
the following tab pages:
a) Import Rule General Tab Page, on page 128.
b) Import Rule Definition Tab Page, on page 129.
c) Import Rule Schedule tab page, on page 133.
Step 4
Click Save.
Note
If you edit an import rule, the changes that you make to that import rule take 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.
Enable option
This option enables or disables importing for the import rule.
Import type
Select 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
Create Do Not Call List, on page 131. If you are creating
a contact import, format the contact import file as
described in Create Contact Import File, on page 133.
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Import Rule Definition Tab Page
Field
Description
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:
The name must be a maximum 32-character string, including
alphanumeric characters, periods (.), underscores (_), and hyphens
(-). Alphabetic characters can be upper- or lowercase. The name
must begin with an alphanumeric character and must not contain
spaces.
When editing an existing import rule, changing the target
table name creates a new table but does not remove the
old table. The old table remains in the database, but will
not be used by the system.
Enter the directory path name for the import file. The maximum
number of characters allowed is 255. Click Browse to the right of
the Edit field to browse for the location.
Note
Import file path (required)
Import data type
Select the Comma delimited, the Pipe delimited, or the Fixed
length setting, to indicate if the file is comma-delimited,
pipe-delimited, or if it uses fixed-length columns to separate fields.
Overwrite table
When this option is enabled, you can overwrite the current import
with a new import.
When this option is disabled, new import data is appended to the
existing data. Note that you cannot append a new field to existing
import data. Also, you cannot 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, the dialer
becomes unable to access records, because a database
operation is in progress on the dialing List table.
Import Rule Definition Tab Page
Specify the following information on the Import Rule Definition tab page.
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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. This column is for future
use. Do not use it.
Outbound Option removes single quotation marks present in the
Import file.
Outbound Option does not send data from Custom columns to the
agent desktop. They are available for use only in the query rule
select clause for business-specific filtering into different dialing
lists.
Field name
The name that you assign to this field, disabled unless you select
Custom for the Standard column type. The maximum length is 32
characters.
Type
The field name and its drop-down list are disabled 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 (date followed by time: MM/dd/yy
HH:mm:ss)
• Custom REAL (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.
Field length (1-255)
The number of characters that this field uses to store data. The
default is 1.
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Imports
Field
Description
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 If you enable this option, you can have empty data in the import
file for this column.
option
If you disable this option, you must have data.
The default is Disabled.
Imports
This section provides procedures for creating an import rule file, creating a Do Not Call list, and adding
attributes for a contact list.
Import Procedure
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.
• Pipe-delimited format - Each column data is separated by a pipe.
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 import file fields that are to appear as columns in the import list. You
can specify these fields only if you are creating a contact list. the Do Not Call list import type has fixed
fields.
• On the Schedule tab, specify the time that you want the import to start and how often you want the
import to run.
When the import runs, the data is read and the import file is renamed so that it is not re-imported. This allows
you to read and review the import file (if necessary) to troubleshoot problems.
Create Do Not Call List
When creating a Do_Not_Call list file, format it correctly using the following instructions.
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Imports
Procedure
Step 1
Step 2
Step 3
Using a text editor, create a text file that contains all the do-not-call phone numbers.
Enter a phone number and an extension (if applicable) for each Do Not Call entry on a new line.
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.
e) 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 Side A platform.
Step 4
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. 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, this entry 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 that is stored in
the <drive>\icm\<instance>\la\bin directory. When reading Do Not Call import files, 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 unexpectedly or for planned maintenance, such as a Service Release installation.
The restore file can grow to approximately 1 GB 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.
Note
To clear the Do Not Call list, import a blank file with the Overwrite table option enabled.
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Import Rule Schedule tab page
Create Contact Import File
When creating a contact import file, you must observe the format you designed according to the database
rules set up in Import Rule Definition Tab Page, on page 129.
The following example assumes that you have contact information with AccountNumber, FirstName, LastName,
and Phone column types.
Procedure
Step 1
Step 2
Using a text editor, create a text file that contains the information for these fields.
Enter an account number, first name, last name, and phone number for each entry on a new line.
Use either comma delimited, pipe delimited, or fixed length, as described on the Import Rule General Tab
Page.
Step 3
Save the text file to the local server.
The following is an example of a contact import file:
6782,Henry,Martin,2225554444
3456,Michele,Smith,2225559999
4569,Walker,Evans,2225552000
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.
Weekly option
Enable this option for the import rule process to execute on the
same days each week. Enable the days 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 for the import rule process to execute on selected
days each month. Enter the day of the month on which you want
the process to execute. Note that if you select a date that does not
occur during a particular month, such as the 31st day of April, the
import does not execute on that month.
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Create a Query Rule
Field
Description
Start import when file is present
option
Enable this option to import a file as soon as it is copied into the
specified location. Note that 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 when the import file
becomes available. After 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 filename after the import is complete.
Delete File After Import
When selected, specifies that the import file be deleted after the
import is complete.
Create 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. Based on SQL queries to the database, the rule defines how the contact
records from the Outbound Option database are selected to be inserted in the dialing list.
Perform the following steps to create a query rule.
Procedure
Step 1
Step 2
In ICM Configuration Manager, expand the Outbound Options menu, then open the Outbound Option Query
Rule component.
Click Retrieve.
Step 3
Click Add at the bottom of the list box area of the window.
Step 4
Specify the following information on the Query Rule General tab page.
Table 12: 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
uppercase or lowercase. The name must begin with an alphanumeric
character, and must not contain spaces.
Enable option
Specifies that the rule is available for all campaigns. The default
is Enabled.
Import
Select the name of the import rule 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.
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Create a Campaign
Field
Description
Description
(Optional) Enter a description of this query rule.
Rule Clause (required)
To create a rule clause for selecting records, select items from the
Column Name, Operators, and SQL Functions columns on this tab
page, and then click Paste to enter them in the Rule Clause area
of the tab page. After you have created the rule clause, click
Validate Rule Clause to perform SQL syntax checks on everything
in the Rule Clause area. If SQL returns any syntax warning or error
messages, correct any problems before clicking Save 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.
Create a Campaign
Use the Outbound Option Campaign tool to define or modify the settings that apply to a campaign. You can
also add or delete a campaign through this tool.
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 information:
• A dialed number for accessing the agent reservation script
• A dialed number for transferring the call to the IVR for AMD
• 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.
Procedure
Step 1
Step 2
Step 3
Step 4
In ICM Configuration Manager, expand the Outbound Option menu, then open the Outbound Option Campaign
component.
Click Retrieve.
Click Add at the bottom of the list box area of the window.
Fill in the fields described on the following pages:
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Campaign General Tab Page
a)
b)
c)
d)
e)
Step 5
Campaign General Tab Page, on page 136.
Campaign Purpose Tab Page, on page 140.
Query Rule Selection Tab Page, on page 142.
Skill Group Selection Tab Page, on page 143.
Call Target Tab , on page 145.
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 alphanumeric characters,
periods (.), and underscores (_). Alphabetic characters can be upperor lowercase. The name must begin with an alphanumeric character.
Description
Optional description for the campaign; maximum 255 characters.
Enable option
This option enables or disables the campaign.
Power Dialing Section
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
This value performs as follows 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 reserved agent at a time when the campaign is running in predictive
mode.
Default = 2
Range = 1 - 100
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Campaign General Tab Page
Field
Description
Abandon calls limit (1-100)
This option only applies to Predictive campaigns.
Enable this option to set an Abandon calls limit (1-100) for the
percentage of abandoned calls in this campaign. The granularity is to
one-tenth of a percent. Default = 3.0.
If the option is disabled, the campaign dials without regard to the
abandon limit.
Note
A call is considered abandoned if a person answers it and the
contact center does not connect the call to a sales
representative within two seconds of the person's completed
greeting.
Clicking the Advanced button opens a Predictive Dialing Settings
dialog box. On this dialog box, you can change the following
parameters that control how adjustments are made to the lines per
agent in this campaign. Accept the default in most cases.
Advanced
• Voice Calls Per Adjustment: A count of the number of live
voice connects that must occur before the Dialer makes 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 allows a dialed telephone
number to ring. Enter the maximum number of rings allowed. The
length of one ring is specified at the dialer level in the
TimeToRingCustomer registry entry. Default = 4.
Note
The default behavior is to allow calls to ring for 32 seconds
(No answer ring limit - 4, TimeToRingCustomer key - 8
seconds). Assuming the default 8 second
TimeToRingCustomer key is used, setting the "No answer
ring limit" to the minimum 2 rings meets 15-second ring-time
requirements.
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Campaign General Tab Page
Field
Description
Maximum attempts (1 - 100)
Defines the maximum number of attempts, including callbacks and
retries. Enter the maximum number of attempts to be made in zone 1
and zone 2. Default = 3. Note that increasing the number of attempts
causes closed records to be reopened, which can result in slower
performance.
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) Minimum duration (in seconds) of an outbound call. If the duration
of an outbound call is less than this specified value, Outbound Option
(required)
considers the call as customer abandoned, and the customer record
that is 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.
Note that if this feature is disabled, then Outbound Option does not
consider this call as customer abandoned. It affects the reporting of
this call in the Outbound Option dialer_detail table.
Campaign Prefix Digits
Digits to be prefixed to each customer number dialed from this
campaign. For the SIP Dialer, this field represents the phone number
that is advertised as the calling number for the campaign. Enter a
maximum of 15 digits in this field.
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, how long the
software waits (in minutes) before calling 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
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Campaign General Tab Page
Field
Description
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 customer to the agent they originally spoke to (at the
time the customer requested).
Reschedule callback mode
(required)
Determines how Outbound Option should handle the personal callback
if the agent is not available:
• Use Campaign DN.
• 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.
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.
Enter a maximum of 15 digits in this field.
Modification of Maximum Number of Attempts in a Campaign
Adjusting the maximum number of attempts amount (Maximum 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. This option is particularly useful if the campaign import
is an append instead of an overwrite type. Be aware that modifying this option in the campaign configuration
results in an update of all customer records that were not successfully contacted. The Campaign Manager can
update only 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
Call Summary Count per Campaign Real Time report. See Reports, on page 159 for more information.
Parameter Tuning
The Voice Calls Per Adjustment and Gain parameters are settings in the Advanced Users configuration tab
used to control the way the predictive dialing behaves. Do not modify the default values unless you understand
the parameters and the possible risks incurred when changing the pacing.
• The Voice Calls Per Adjustment parameter is a count of the number of live voice connections that are
required 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.
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Campaign Purpose Tab Page
• The Gain parameter controls the size of the Lines per agent corrections.
Setting the Voice Calls Per Adjustment parameter to a smaller setting leads to larger fluctuations in the
measured Abandon Rate because the sample size is less significant. This results 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 results in larger changes
in the “Lines per agent correction rate,” which might overcorrect changes in measured values.
Decreasing the Gain while increasing the Voice Calls Per Adjustment can 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
becomes less effective as the number of agents in the campaign dwindles or the hit rate changes rapidly.
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 that is associated with a specific skill
group to an agent.
Enable IP AMD
Selecting this option enables answering machine detection for the IP
dialers in the system only. If this option is enabled, when the dialer
detects an answering machine, it performs one of the following actions.
(Default = Enabled.)
• 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
prerecorded message. (The IVR route point is configured in the
Skill Group Selection dialog box in the Campaign Skill Group
Selection tab.)
Note
Once transferring to an agent or to an IVR is configured,
there is no way to set the AMD records as Retry. You
must use a customized query to identify such calls and
create a new campaign.
• Terminate Tone Detect: Transfers the call after detecting the
answering machine beep.
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Campaign Purpose Tab Page
Field
Description
Call Progress Analysis
If this option is disabled, all Call Progress Analysis for all calls made
from this dialer is disabled on a campaign-by-campaign basis,
including voice detection, fax/modem detection, and answering
machine detection. (Default = Disabled.)
If Call Progress Analysis is enabled, specify the Record CPA
parameter. The Gateway provides a media stream and the dialer
records .wav files. This improves Call Progress Analysis performance.
Note
If you have a SIP dialer, you must enable IP AMD for CPA
to function. If you do not enable IP AMD, the SIP dialer
instructs the gateway to transfer the call to agent without
waiting for detection.
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 that is 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
prerecorded messages in the IVR.
Enable IP AMD
Selecting this option enables answering machine detection for the IP
dialers in the system only. If this option is enabled, when the dialer
detects an answering machine, it does one of the following actions.
(Default = Enabled.)
• 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
prerecorded message. (The IVR route point is configured in the
Skill Group Selection dialog box in the Campaign Skill Group
Selection tab.)
Note
Once transferring to an agent or to an IVR is configured,
there is no way to set the AMD records as Retry. You
must use a customized query to identify such calls and
create a new campaign.
• 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 accounts for longer pauses in
answering machine greetings. Default is 608.
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Query Rule Selection Tab Page
Field
Description
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
categorizes that answering machine call as voice. If the call is to a
business where the operator has a longer scripted greeting, a shorter
value here categorizes 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 milliseconds allowed for analysis before identifying
a problem analysis as dead air/low volume. Default is 3000.
Maximum Termination Tone
Analysis (1000-60000)
Maximum milliseconds the dialer analyzes an answering machine
voice message looking for a termination tone. If the message has an
odd tone and the analysis does not recognize it, the call is not
transferred or dropped until this timeout occurs. Default is 30000.
Reset to System Default
Resets all items in the Call Progress Analysis (CPA) Parameters
section to the system defaults.
Query Rule Selection Tab Page
Press the Add button on the Query Rule Selection tab page and specify the following information.
Field
Description
Query rule name
The name of the query rule.
Enable
Enables the query rule for this campaign. Default = Enabled.
Start time
The local time at the ICM Central Controller when a query rule can
begin to execute.
End time
The local time at the ICM Central Controller when a query rule must
stop executing.
Penetration (0-400):
The maximum number of calls that this campaign tries 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 = 100. If this option is
enabled, Duration and Hit Rate are disabled.
Duration (0-120):
The total amount of time that this query rule can run; 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 = 30.
If this option is enabled, Penetration and Hit Rate are disabled.
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Skill Group Selection Tab Page
Field
Description
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 to execute. Default = 30. If this option that is
enabled, Duration and Penetration are disabled.
Skill Group Selection Tab Page
From the Skill Group Selection tab page, press Add to display the fields available to fill out.
Field
Description
Skill Group Name
The name of the skill group assigned to this campaign.
Overflow Agents per Dialer (0-100) This setting can be useful for Progressive campaigns to reduce the
abandon rate at the cost of increasing agent idle times. This setting
ensures that there is always at least one extra agent reserved before
it begins dialing. When this setting is set to 1, at least two agents need
to be reserved before the dialer begins dialing. The intention is to
increase the odds that an agent is available when two or more
customers answer, which increases agent idle times while decreasing
the abandon rate.
Dialed number
The digits that are dialed to reserve an agent in the configured skill
group. The Dialed Number allows only alphanumeric and (.)and (_)as
valid characters; there is a ten-character limitation. It does not allow
special characters like *,@, # ... etc., which are unacceptable for this
dialed number. A matching dialed number also needs to be created.
Records to cache (1-400)
The minimum number of dialing numbers that each dialer caches for
each of the Outbound Option skill groups. Default = 1.
Note that this value should not exceed 400 records.
Number of IVR Ports
The total number of IVR ports allocated for the specific skill group.
This value indicates how many ports are available for the dialer to
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 make transfer to IVR calls. They also 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 dials a fraction of the total number of ports.
Route Points for Transferring to an IVR
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Skill Group Selection Tab Page
Field
Description
After AMD and for transfer to IVR 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
campaigns
required to execute the transfer to IVR routing script. This number
should coincide with a route point configured on Unified CM and be
assigned to the PGUser. Contacts are transferred to this route point,
which points to a routing script. This script transfers 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
available agents. This number should coincide with a route point
configured on Unified CM and be assigned to the agent PG's CTI
application (for example, PGUser). Contacts are transferred to this
route point, which points to a routing script. This script transfers the
call to an IVR. The maximum length is 10 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, and then click Retrieve.
• None - This means no filter is selected and Value 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.
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.
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Call Target Tab
Field
Description
Reverse
Enabled when a retrieve operation retrieves more than 100 skill groups
from the ICM database. Click to display the previous 100.
Of
Displays the total number of skill groups retrieved.
Call Target Tab
Specify the following information on the Call Target tab.
Field
Description
Daylight Savings 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, and then enter the start and end times for reaching
your calling targets. Zones are useful for distinguishing phone
locations. For example, Zone 1 can be designated as work, and Zone
2 can be home.
The start and end times are local to your contacts (Customer
Time). The same number can be assigned to one or both
zones at the same time. However, Zone 1 time and Zone 2
time cannot overlap.
Lists the phone numbers in dialing order for the Zone 1 or Zone 2.
Note
Numbers to dial
• 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. Do not move phone
numbers after the campaign has started because the phone
numbers might not be dialed.
• To remove 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.
Customers are dialed based on the time zone of the first
phone that is 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 that are imported for
the same customer have different time zones, both phones
are called during times that are valid for the first phone.
Contains the available phone numbers that can be added to the
Numbers to dial list for Zone 1 or Zone 2.
Note
Available numbers
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Notes on Editing a Campaign in Progress
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 Max Attempts 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.
Create an Enterprise Skill Group
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.
Procedure
Step 1
Step 2
Step 3
Open the List tools.
Open the Enterprise Skill Group List tool.
Create an enterprise skill group. In the Add Name field, type the enterprise name, then click Add. Select the
skill group, and then click Save.
Step 4
In the Attributes tab, click Add to add the skill group or groups.
Step 5
Click Save.
Create 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.
Procedure
Step 1
Step 2
Step 3
Open the List tools.
Open the Enterprise Route List tool.
Create an enterprise route. In the Name field, type the enterprise route, and then click Add. Select the route,
then click Save.
Step 4
Step 5
On the Attributes tab, add the route.
Click Save.
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Create a Call Type
Create a Call Type
Perform the following steps to create the call type that the scripts you create later will reference.
Procedure
Step 1
Step 2
In ICM Configuration Manager, double-click the Call Type List tool.
Click Retrieve.
Step 3
Click Add.
Step 4
Enter the Name for the call type.
Step 5
Step 6
Accept the defaults for all other fields.
Click Save.
Outbound Option Scripting
Outbound Option uses Unified ICM Enterprise scripting configured on the Administrative Workstation to
manage campaigns.
There are two types of scripts:
• Outbound Option administrative scripts, on page 41
• Outbound Option agent reservation scripts, on page 41
Outbound Option administrative scripts
Outbound Option administrative scripts enable, disable, or throttle campaign skill groups for outbound
campaigns. The scripts can also automatically close out a skill group for a specific campaign based on time
or any other conditional factor that the admin script can access. This scripting is performed at the skill group
level to provide more flexibility when managing larger campaigns that are distributed across multiple skill
groups.
Enable a campaign skill group by setting the campaign mode to one of the available modes: Preview, Direct
Preview, Progressive or Predictive. (For more information about these modes, see Dialing Modes, on page
121.) Schedule an administrative script to run at regular intervals. Disable the campaign skill group by the
administrative script, using a script node to change the campaign mode to inbound for that skill group.
This script also provides the ability to control the percentage of agents to be used in a campaign skill group
and whether this skill group is used for other campaigns or inbound calls.
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Outbound Option agent reservation scripts
Note
An administrative script controls a campaign skill group. A campaign skill group can be mapped only to
one campaign at a time. A skill group can be reused if new campaigns are added. If a campaign skill group
is recycled, its administrative scripting should be reused as well. However, note that although it is possible
to have two administrative scripts controlling the same skill group, conflicting campaign mode requests
for Outbound Option can result.
Outbound Option agent reservation scripts
Two types of routing scripts are described later in this document. One is for Agent Campaign and one is for
IVR Campaign.
Reservation scripts are used by the Dialer to reserve agents for specific outbound campaigns and personal
callbacks. With this kind of script, the Dialer makes a route request via its Media Routing Client using the
dialed number that is 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 retries the reservation request when it sees available agents in the skill
group statistics as described in the Dialer description earlier in this chapter. You can queue reservation calls
which have scripts that distribute agents across campaigns when those agents are skilled for multiple, active
campaigns.
A call can be transferred to an IVR as part of a transfer to IVR campaign, or transferred 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 enables the call context of the customer call to be transferred to
the IVR. A new call context can be added to the call while the call is being treated at the IVR.
Set Up Reservation Script
Use the Script Editor application to create a reservation script that uses the dialed number for the Outbound
Routing Type and routes through a Select node to the previously configured skill group.
Script for Agent Campaign
The following steps and accompanying diagram provide an example of how to create a script for an agent
campaign.
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Configure a Transfer to IVR Script
Procedure
Using the Script Editor Call Type Manager, associate the MR (and Personal Callback, if used) dialed numbers
with the configured call type and newly created reservation script.
Figure 19: Sample Script for Agent Campaign Without Personal Callback
For information on configuring a personal callback, see (Optional) Configure Personal Callbacks, on page
56
Configure a Transfer to IVR Script
Note
• If you previously installed the Outbound Option Transfer to IVR engineering special, reconfigure
the transfer to IVR settings using the following instructions.
• You must have a translation route configured before you start this procedure. See the Installation
and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted for instructions.
Perform the following steps to configure Outbound Transfer to IVR.
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Configure a Transfer to IVR Script
Procedure
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 Set Variable nodes. The following diagram illustrates an example.
Figure 20: Sample CVP Routing Script
Note
• The Transfer to IVR feature requires that a translation route to a skill group must be specified
in a Transfer to IVR script. It also requires that the translation route must point at a Queue to
Skill node.
• See the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise
& Hosted for task-based information about using Script Editor. See the Script Editor online
help for detailed information about the Script Editor options.
Step 2
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 (whether the call detected voice or an answering machine).
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The following is an example of such an If node.
Figure 21: Exanoke BAResponse If Node
Step 3
Step 4
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 press specific numbers. Consult your Unified CVP, IP/IVR, or documentation for your other
third-party IVR for more information.
Schedule the script by following the procedure in Map Scripts, Call Types, and Dialed Numbers, on page
155.
Set Up Administrative Script
Use the Script Editor application to create an administrative script for each skill group to set the
OutboundControl variable and the skill group reservation percentage. The Outbound Option Dialer uses the
value of this variable to determine which mode each skill group uses.
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Note
• If the OutboundControl variable is not set, the skill group defaults to inbound. See Outbound Business
Concepts, on page 1 for detailed information about Outbound Option outbound dialing modes.
• 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:
Procedure
Step 1
Step 2
Open the Script Editor application.
Select File > New > Administrative Script.
Step 3
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. For example, if you want to control skill groups at different times of the day,
you might need multiple administrative scripts; however, if you are going to initialize the groups all in the
same way, you may need only one script (with additional Set nodes).
Step 4
Set up the script with the following nodes (required): Start, Set Variable, End, and If.
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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
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 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.”
Set the OutboundControl variable. Setting this variable enables contact center managers to control the agent
mode. Set this variable to one of the values listed in the following table.
Note
Step 5
Table 13: OutboundControl Variable Values
Value String
Description
INBOUND
Agents take inbound calls only. Outbound dialing is disabled for the
skill group.
PREDICTIVE_ONLY
Agents in the skill group are dedicated for outbound Predictive calls
only.
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Value String
Description
PREVIEW_ONLY
Agents in the skill group are dedicated for outbound Preview calls
only.
PROGRESSIVE_ONLY
Agents in the skill group are dedicated for outbound Progressive calls
only.
PREVIEW_DIRECT_ONLY
Agents only place outbound calls and hear ring tones, such as phone
ringing or busy signal.
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.
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, used for outbound dialing. For example,
if there are 100 agents logged into a skill group, and the OutboundPercent variable is set to 50%, 50 agents
would be allocated for outbound dialing for this campaign skill group. This set up allows the rest of the agents
to be used for inbound or other active campaigns. The default is 100%.
Note
• The OutboundPercent variable also applies to Transfer To IVR campaigns, by controlling the
percentage of IVR Ports that are considered for the campaign skill group.
Note
Step 6
• This variable does not allocate specific agents for outbound dialing, just a total percentage. The
default is 100%.
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 run frequency of the script. (Recommended frequency is every minute of
every day.)
e) Optionally, enter a description on the Description tab.
f) Click OK to close the Add Administrative Schedule dialog box.
g) Click OK to close the Administrative Manager.
Sample Administrative Scripts
The following section describes a sample administrative script.
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Administrative Script: TimeBasedControl
Administrative Script: 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 12:00 PM): During this time, the skill group variable is
set to INBOUND only, because more agents are required to handle inbound calls.
• 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 does not route an inbound call to that agent. As soon as
the agent is finished with the Preview call, Unified ICM software routes an inbound call to the agent. If
there are no inbound calls, Outbound Option reserves 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 immediately reserves the agents for outbound calls.
Map Scripts, 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 make the association, perform the following steps.
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Configure Translation Route for Use with SIP Dialer
Procedure
Step 1
Step 2
Step 3
In Script Editor, open the script.
Select Script > Call Type Manager. A Call Type Manager dialog opens.
Select the call type from the Call Type drop-down list.
Step 4
Click OK.
Step 5
On the Schedules tab, click Add. A Call Type Schedule dialog opens.
Step 6
Select the script. Click OK.
Configure Translation Route for Use with SIP Dialer
Configure the translation route for the transfer-to-IVR campaign or the agent campaign to transfer a connected
outbound call with ECC call variables from the SIP Dialer to a VRU Peripheral.
You need configure the network VRU as Type 2 for IP IVR, or as Type 8 for CVP.
For more information about configuring the translation routes, see Configuration Guide for Cisco Unified
Intelligent Contact Management/Contact Center Enterprise & Hosted (available at http://www.cisco.com/en/
US/products/sw/custcosw/ps1844/products_installation_and_configuration_guides_list.html) and the Campaign
Manager online help.
Multi-Tenant Customer Instances Configuration
Outbound Option Multi-Tenant is no longer supported beginning with Release 9.0(1).
SIP Dialer Recording Parameters Configuration
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) of all
recording files. 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 deletes when the total recording file size,
MaxAllRecordFiles, is reached.
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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 in the HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\<customer instance>\Dialer directory.
Note
Only the G.711 codec is supported for recording. To record outbound calls, configure the G.711 on the
voice gateway.
Verification of Dialed NumberDN/Script Selector Configuration
Outbound Option places agents in the Reserved state prior to using them for an outbound call. The dialer
performs this action by using the dialed number to route to an agent. The following procedure describes how
to verify that this mechanism works properly.
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.
Procedure
Step 1
Step 2
Step 3
Log an agent in to a skill group participating in an outbound campaign, and make 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 is used for predictive and preview calls, make sure to verify both dialed numbers.
Run the Script Editor application and select the Call Tracer utility from the Script > Call Tracer menu.
Select the routing client that is associated with the MR PG and select the Dialed Number.
Press Send Call to simulate a route request and note the results. If a label was returned for the agent who was
logged in above, the reservation script is working properly and the dialer can reserve agents through this script.
If a label is not returned while running this script, see the Troubleshooting Unified CCE Docwiki at http://
docwiki-dev.cisco.com/wiki/Troubleshooting_Unified_CCE for troubleshooting assistance.
Verify Campaign Configuration
As a final step to verify that you configured your Outbound Option campaign correctly, create a small campaign
of one or two entries that dial work phones or your mobile phone.
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CHAPTER
7
Administrative and 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.
• Reports, page 159
• Agent Management, page 163
• Imports, page 164
• Campaign Management, page 167
• SIP Dialer Voice Gateway Over-capacity Errors, page 171
• Update the North American Numbering Plan Data , page 171
Reports
This section provides an overview of the Outbound Option reports available in the Cisco Unified Intelligence
Center (CUIC).
Outbound Option Reports
This section describes the Outbound Option reports, created using the Unified Intelligence Center.
• Outbound Historical Reports Bundle
• Outbound Realtime Reports Bundle
• Agent Reports, on page 161
• Campaign reports, on page 160
• Skill Group Reports, on page 161
• Import Rule Reports, on page 162
• Dialer Reports, on page 163
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Note
All Outbound Option reports are voice-only reports and can be used in Unified CCE environments.
The Outbound Option reports are distributed in two report bundles: Realtime Outbound and Historical
Outbound. The report bundles are available as downloads from Cisco.com (http://software.cisco.com/download/
release.html?mdfid=282163829&softwareid=284697222&release=10.0.1&relind=AVAILABLE&rellifecycle=&reltype=latest.)
Depending on how it was deployed, your installation of Unified Intelligence Center may include all or a subset
of these reports.
For information on importing report bundles or custom reports, see the Cisco Unified Intelligence Center
Report Customization Guide at http://www.cisco.com/en/US/products/ps9755/tsd_products_support_series_
home.html.
Note
Call Type reporting can be used on Outbound Option reservation calls and transfer to IVR calls. Call Type
reporting is not applicable for outbound customer calls because a routing script is not used.
Campaign reports
Outbound Option provides a campaign report template that describes the effectiveness of a campaign. This
list can 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.
• Both Campaign and Dialer Half Hour reports provide the 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 are 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 Utilization fields are affected; therefore, the Dialer Utilization only captures
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 capture call results since the last Campaign Manager restart only. If the
Campaign Manager restarts, data prior to the restart is lost.
The following list describes the data that is presented in the campaign reports.
• A summary of call results for query rules within a campaign since the beginning of the day.
• A summary of call results for a campaign since the beginning of the day. It includes a summary 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.
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• How many records for selected query rules have been dialed to completion, and how many records
remain.
• How many records for selected campaigns have been dialed to completion, and how many records
remain.
• 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.
• A historical table by half-hour/daily report that shows the status (summary and percentage) of each
campaign for the selected time period.
• A historical table by breakdown of attempts (in percentage) of each campaign for the selected time
period.
• A 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.
• A 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.
• A historical table by breakdown of actual customer calls (outbound calls which reached live voice,
inbound calls, or calls transferred to the campaign skill group) for the selected campaigns and their skill
groups for the selected time period.
Skill Group Reports
For skill group reporting per campaign, Outbound Option provides reports that represent the skill group activity
for a contact center.
The following list describes the data presented in the skill group reports:
• A real-time table that shows all skill groups and their associated Outbound Option status.
• A historical table by half-hour intervals that shows Outbound Option counts for agents signed on, handle,
talk, and hold states.
Agent Reports
In addition to the reports contained in the Outbound Reports bundles, other Agent reports also provide
information about Outbound activities:
Report
Outbound Option Fields
Agent Queue Real Time
The Direction field indicates he direction of the call
that the agent is currently working on including Other
Out/Outbound Direct Preview, Outbound Reserve,
Outbound Preview, or Outbound
Predictive/Progressive.
Agent Real Time
Agent Skill Group Real Time
Agent Team Real Time
The Destination field indicates the type of outbound
task on which the agent is currently working.
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Report
Outbound Option Fields
Agent Team State Counts
The Active Out field shows the number of agents
currently working on outbound tasks.
Agent State Real Time Graph
For agents handling Outbound Option calls, the Hold
state indicates that the agent has been reserved for a
call because the Outbound Dialer puts the agent on
hold while connecting the call.
To interpret agent data for Outbound Option tasks, you need to understand how Outbound Option reserves
agents, reports calls that are connected to agents, and handles calls dropped by customers before the calls are
connected.
Outbound Option is automatically enabled at setup. It provides automatic outbound dialing capability.
The Outbound Option Dialer, which places outbound calls to customers and connects these calls with agents,
assigns and connects calls differently than regular Unified CCE routing. Report data for agents handling
Outbound Option calls therefore differs from data for agents handling typical voice calls and multichannel
tasks.
When the Outbound Dialer initiates a call to a customer, it reserves the agent assigned to handle the call by
placing a reservation call to the agent and changing the agent's state to Hold. This reservation call is reported
as a Direct In call to the agent.
For typical voice calls, the agent is placed into Reserved state when Unified CCE software reserves the agent
to handle a call; the agent's state is reported as Reserved. For Outbound Option calls, reports show the agent
in Hold state when reserved for a call and the time that agent spends reserved is reported as Hold Time.
When the customer answers the call, the Outbound Option Dialer transfers the call to an agent. The call is
now reported as a Transfer In call to the agent. When the customer call is transferred to the agent, the reservation
call is dropped by the dialer and classified as Abandon on Hold.
The abandoned call wait time, set in the Campaign Configuration screen, determines how calls are reported
if the caller hangs up. Calls are counted in the Customer Abandon field in both Real Time and Historical
campaign query templates only if the customer hangs up before the abandoned call wait time is reached.
For agent reporting per campaign, Outbound Option provides reports that accurately represent the outbound
agent activity for a contact center, including information grouped by skill group.
The following list describes the data presented in the agent reports.
• A real-time table that shows Outbound Option agent activity related to Outbound Option calls.
• A historical table that shows agent daily performance for Outbound Option predictive calls, by skill
group.
• A historical table that shows agent daily performance for Outbound Option preview calls, by skill group.
• A historical table that shows agent daily performance for Outbound Option reservation calls, by skill
group.
Import Rule Reports
Outbound Option reports also enable you to view the success of record importation. Using the Import Rule
templates, you can monitor whether records are being added successfully (good records) or are failing (bad
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records). Also, you can monitor how long it takes to import the records so that you can plan for future record
importation.
The same import rule reports are used for Do Not Call and Contact List imports. The reports display a historical
view of when imports were done, the number of records imported, and the number of records that were
considered invalid because of 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 format validation was performed.
The following information is available in the Import Rule reports:
• Number of successful, unsuccessful, and total records imported by time range
• Current import status
• A real-time table that shows the number of successful, unsuccessful, and total records imported or to be
imported.
• A 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 Reports
The Outbound Option Dialer reports provide information about the dialer. These reports include information
about performance and resource usage. The templates also enable you to determine whether you need more
dialer ports to support more outbound calls.
The following list describes the data presented in the Outbound Option Dialer reports:
• A real-time table that shows contact, busy, voice, answering machine, and SIT detection for each dialer.
A special information tone (SIT) consists of three rising tones indicating a call has failed.
• An historical table by half-hour intervals that shows contact, busy, voice, answering machine, and SIT
Tone detection for each dialer.
• Displays information about the amount of time the dialer was idle or had all ports busy.
• Displays Dialer status on a port-by-port basis used for troubleshooting. If this report does not display
any records, then the data feed is disabled by default. It would be enabled only for troubleshooting
purposes.
Agent Management
In addition to reviewing the following sections, note that the following table 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
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Agent Addition
Task
Where Discussed/Notes
Re-skilling Agents
Agent Re-skilling Tool Online Help
Agent Addition
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.
Related Topics
Agents Skilled for Multiple Active Campaigns, on page 18
Dedicate an Agent to Only Perform Outbound Activity
To perform this activity, associate the agent only with campaign skill groups.
Agent Re-skilling
The agent re-skilling feature allows supervisors to sign-in and change the skill groups for agents they manage.
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 about individual agents. Changes you
make to an agent’s skill group membership take place immediately without the 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.
See the Agent Re-skilling Tool online help for information about using the agent re-skilling feature.
See the Administration Guide for Cisco Unified Contact Center Enterprise & Hosted for detailed instructions
on how to re-skill agents.
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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Import Procedure
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.
• Pipe-delimited format - Each column data is separated by a pipe.
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 import file fields that are to appear as columns in the import list. You
can specify these fields only if you are creating a contact list. the Do Not Call list import type has fixed
fields.
• On the Schedule tab, specify the time that you want the import to start and how often you want the
import to run.
When the import runs, the data is read and the import file is renamed so that it is not re-imported. This allows
you to read and review the import file (if necessary) to troubleshoot problems.
Create Do Not Call List
When creating a Do_Not_Call list file, format it correctly using the following instructions.
Procedure
Step 1
Step 2
Step 3
Using a text editor, create a text file that contains all the do-not-call phone numbers.
Enter a phone number and an extension (if applicable) for each Do Not Call entry on a new line.
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.
e) 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 Side A platform.
Step 4
Save the text file to the local server.
The following is an example of a Do_Not_Call list:
2225554444
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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. 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, this entry 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 that is stored in
the <drive>\icm\<instance>\la\bin directory. When reading Do Not Call import files, 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 unexpectedly or for planned maintenance, such as a Service Release installation.
The restore file can grow to approximately 1 GB 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.
Note
To clear the Do Not Call list, import a blank file with the Overwrite table option enabled.
Add Attributes to a Contact List
To add additional attributes to the import, perform the following steps.
Procedure
Step 1
Step 2
Step 3
In ICM Configuration Manager, double-click the Outbound Option Import Rule component.
Enter the attributes in the fields on the Import Rule Definition tab page.
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.
These custom attributes are not forwarded to the agent
desktop.
Click Save.
Note
Step 4
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Campaign Management
To manage your campaigns most efficiently, use multiple query rules instead of using multiple campaigns.
Single Campaign Versus Multiple Campaigns
You might choose to run multiple campaigns because of 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 are distributed across the
campaigns, which affects overall efficiency.
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.
Note
In multiple campaigns, the skill groups of agents handling the calls must be the same as those of a single
campaign.
Results from Individual Customers
After running a campaign, you can generate a list of customers who were reached, not reached, or have invalid
phone numbers. The following are options for how to receive this information from the Outbound Option
solution.
Interpret Information from Dialer_Detail Table
The Dialer_Detail table is a single table that contains the customer call results for all campaigns. When you
view the Dialer_Detail table, note that each attempted Outbound Option call is recorded as an entry in the
table. Each entry lists the number called and which numbers are invalid.
Related Topics
Dialer_Detail Table, on page 189
Dialing List
The Dialing List is a good source of information, but it has several drawbacks when compared to the
Dialer_Detail table. The Dialing List is only in the Campaign Manager’s private database on the Logger Side
A, so excessive activity on that table will have a negative performance impact on the real-time processes
running on that platform, particularly 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.
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Management of Predictive Campaigns
Management of 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 abandoned calls increases geometrically
as the lines per agent increases; therefore, set the initial value conservatively in the campaign configuration.
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 Calculation for Abandon Rate
It is not unusual for a campaign to be over the abandon rate target for any given 30 minute period. The dialer
examines the end-of-day rate when managing the abandon rate. If the overall abandon rate is over target for
the day, the system targets a lower abandon rate for remaining calls until the average abandon rate falls into
line. This end-of-day calculation cannot 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 frequently
with an abandon rate over target for a while to compensate in the abandon rate.
Transfer of Answering Machine Detection Calls to Agents
When enabling the Transfer AMD (Answering Machine Detection) 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 the AMD rate and the
live voice rate are over 50%, perhaps start out with an initial value of 1.1 or even one line per agent to stay
under a 3% abandon rate.
Parameter Tuning
The Voice Calls Per Adjustment and Gain parameters are settings in the Advanced Users configuration tab
used to control the way the predictive dialing behaves. Do not modify the default values unless you understand
the parameters and the possible risks incurred when changing the pacing.
• The Voice Calls Per Adjustment parameter is a count of the number of live voice connections that are
required 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 Per Adjustment parameter to a smaller setting leads to larger fluctuations in the
measured Abandon Rate because the sample size is less significant. This results in less change in the Lines
per agent value over time.
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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 results in larger changes
in the “Lines per agent correction rate,” which might overcorrect changes in measured values.
Decreasing the Gain while increasing the Voice Calls Per Adjustment can 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
becomes 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, so if you have 20 agents in a campaign skill group on two dialers,
then on average each dialer is 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 degrades.
In addition, in a small agent group where the Lines Per Agent being dialed are low, it may take longer 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, consider running that campaign on
a single dialer using one of the options described in Single Dialer Options (SCCP Dialer Only). Otherwise,
explore running the campaign in a Progressive mode with a conservative lines per agent value.
Management of 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 many possible reasons for longer idle times, such as a combination of one or more of the following:
• A dialing list with a low hit rate. The solution is to create a better list.
• A small agent pool results in fewer calls, resulting in slower adjustments. One solution is to add more
agents to the pool.
• Shorter average handle times means agents become available more frequently. A shorter handle time
means that the agent idle time percentage will climb.
• Not enough dialer ports deployed or too many agents. Deploy more ports or use fewer agents.
• A large number of retry attempts at the beginning of a day when running with append imports resulting
in lower hit rates. Prioritize pending over retries.
• 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. One solution is to perform the activity during off hours.
• Running out of records to dial. Import new records.
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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 have relatively low idle times and high all ports busy times, then it is likely the Dialers have
been oversubscribed. 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, perform one of the following actions:
• 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.
Few 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.
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 day. As a general rule, retries usually have a lower hit
rate than pending records. Longer idle times for agents might result until the first group of retries are called
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 are 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. Set the PendingOverRetryEnabled registry key to 1 in the Campaign Manager.
Note
See Registry Settings, on page 173, for detailed information about the
PendingOverRetryEnabled registry setting.
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SIP Dialer Voice Gateway Over-capacity Errors
• Modify the campaign import to use the Overwrite option instead of the Append option and import new
records daily.
SIP Dialer Voice Gateway Over-capacity Errors
Your network monitoring tool might receive an alarm from the SIP dialer about being over capacity. You can
ignore the alarm unless it becomes an ongoing issue. This section describes the source of the alarm and
remedial actions.
If the Voice Gateway in a SIP dialer implementation is over dialed 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 performs an
automatic throttle down. This throttle down 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 approximately 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, use one of the following measures to attempt to 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. Adjust the value of Port Throttle according to the documented guidelines.
Update the North American Numbering Plan Data
The Regional Prefix Update Tool (RPUT) is used to update the Unified CCE ICM database to the latest North
American Local Exchange NPA NXX Database (NALENND).
• If Unified CCE ICM is using the North American Numbering Plan.
• On an Administration & Data Server that includes Real-time Data Server as part of its role.
The RPUT is composed of the following two files (installed in the ICM\bin directory on the data server):
• region_prefix_data.txt (or the <DatafileName>)
Contains the data this tool uses to update the region prefix table in the Unified CCE ICM database. Note
that you should change paths to the ICM\bin directory.
• regionfix.exe
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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 described in the following procedure.
Procedure
Step 1
Open a command prompt (Select Start > Run, and enter cmd, then click OK).
Step 2
Change the path to ICM\bin.
Step 3
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 Unified CCE ICM database. The number of records that are to be
updated, deleted, and inserted appear. These records are put into two different files:
• region_prefix_update.txt (which includes deleted entries)
• region_prefix_new.txt
Step 4
Step 5
Check the contents of the two files before proceeding.
Answer Yes to proceed with the update.
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, page 173
• Dialer Registry Settings, page 177
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
after it is 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.
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Registry Settings
Campaign Manager Registry Settings
Registry Setting
Default Setting
Description
DialerDetailBufferTimeout
5
Describes how long to wait before sending dialer detail records
to the Central Controller database when the
DialerDetailBufferSize is not reached.
DialerDetailEnabled
TRUE
When set to 0, dialer detail records are not sent from campaign
manager. All Dialer Detail records are disabled.
EMTHeartBeat (Outbound Option
Import only)
500 milliseconds
Outbound Option Import sends a heartbeat message to Campaign
Manager every n milliseconds to indicate that it is still alive.
ImportAreaCodeProcDisable
(Outbound Option Import only)
0, enabled
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.
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 Call Target Tab.
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.
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
ImportRegLocalNumberSize
(Outbound Option Import only)
7 digits
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.
Specifies the minimum number of calls that have to be attempted
before the hit-rate percentage calculation begins for a campaign
query rule.
Note
MinimumCallsForHitRate (Campaign 30 calls
Manager only)
PendingOverRetryEnabled
0
PersonalCallbackNoAnswerRingLimit Minimum value is 2;
(Campaign Manager only)
maximum value is 10;
default is 4 rings
When set to 1, pending records get priority over retry records for
all campaigns.
The number of times a customer phone rings before being
classified as an unanswered call.
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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 are purged from the
database.
This registry setting is not added by default; it must be
added manually.
Note
The call status values can optionally be delimited using
a comma, a hyphen, a semi-colon, or a colon.
The number of days after the personal callback has been scheduled
to keep the record before it is purged.
Note
PersonalCallbackDaysToPurgeOldRecords Minimum value is 1;
(Campaign Manager only)
maximum value is 30;
default is 5 days
PersonalCallbackDisableViaQueryRule 0
(Campaign Manager only)
This registry key determines if the Callback has to be enabled if
the query rule is disabled.
PersonalCallbackMaxAttemptsDefault 5
(Campaign Manager only)
Sets the maximum number of times 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 is 5;
maximum value is 100;
default is 20
The number of personal callback records to send to the Outbound
Option Dialer at one time.
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 is 1;
(Campaign Manager only)
maximum value is 30;
default is 1 minute
The interval time, in minutes, at which the Outbound Option
Dialer checks the Campaign Manager for personal callback
records.
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Registry Settings
Campaign Manager Registry Settings
Registry Setting
Default Setting
Description
PersonalCallbackTimeToRetryBusy
(Campaign Manager only)
Minimum value is 1;
maximum value is 10;
default is 1 minute
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.
PersonalCallbackTimeToRetryNoAnswer Minimum value is 5;
(Campaign Manager only)
maximum value is 60;
default is 20 minutes
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.
PersonalCallbackTimeToRetryReservation Minimum value is 1;
(Campaign Manager only)
maximum value is 10;
default is 1 minute
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.
RescheduleCallbacks (Campaign
Manager only)
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.
1
• 0: Unreachable records are not rescheduled or purged.
• 1: Unreachable records will be scheduled for retry at the
next valid time.
SQLServer (Campaign Manager and
Outbound Option Import)
null
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
midnight (“00:30”)
Specifies the time of day (in 24-hour format: hh:mm) when the
real-time statistics for DialerRealTime and DialerPortRealTime
are reset.
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting
Description
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 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. To specify the exact path,
modify the registry path for the dialer to HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\<instance name>\Dialer instead of HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\\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 not created until the process starts up. It
controls whether the Dialer auto-answers 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.
Changes made to this setting take effect after the
Outbound Option Dialer is cycled.
Controls behavior when started call attempts can be cancelled
once all agents are occupied and abandon to IVR is not
configured. Setting to 0 never cancels calls after they have been
started. Setting to 1 always cancels calls after they have been
started once no agents are available. A value of 100 cancels all
ringing calls that are less than 100 milliseconds after the dialing
was started (that is, line went off hook).
Note
CancelDialingCalls
0
CaptureEnabled
0
When set to 0, packet capturing is disabled; when set to 1, packet
capturing is enabled.
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting
Description
CaptureOptions
-i 2 -tt -C 20 -s 0 -W 20
-w DialerCapture
Options associated with packet capture:
• -i <ifname>: Interface name to capture on
• -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).
• -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 system first
detects speech) that analysis is 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).
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.
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting
Description
CPAMaxTimeAnalysis
3000
The amount of time to wait when the dialer has difficulty
determining voice or answering machine.
CPAMaxToneSTDEV
0.600000
Standard deviation of zero crossing rate per block. Values lower
than this and CPAMaxEnergySTDev are considered tones.
CPANoiseThresholdPeriod
100ms
The amount of time to wait for initial voice. The
CPAAnalysisPeriod 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
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 is sent as soon as the Dialer
notices that it is low on records. Subsequent requests are sent
after the TimeToWaitForRecord times out, based on this polling
interval until more records are received.
DirectAgentDial
0
Not used.
DisableIPCPA
0
Disables call progress analysis for this Dialer.
EMTHeartBeat
500 milliseconds
Dialer sends a heartbeat message to the Campaign Manager every
n milliseconds to indicate that it is still alive.
EnableAutoAcceptFeature
0
Normally, an agent must respond to the Preview dialog when a
reservation call is placed. With the implementation of the Auto
Accept feature, the Outbound Option Dialer implements the
Auto-Accept functionality. It causes the Dialer to Auto-ACCEPT
the preview call in n seconds (instead of skipping) if the agent
fails to respond to the preview dialog. The same applies to
Personal Callback calls.
This feature is disabled by default and the registry key must be
set to one (1) to enable the feature.
The PreviewReservationTimeout registry key is used to configure
the auto-accept timer value.
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting
Description
EnableHeartbeat
1 (enabled)
EnableHeartbeat registry is used to enable heartbeats on the dialer.
When this flag is enabled, the dialer will send heartbeats (SIP
OPTIONS request message) to the SIP server - Proxy or Gateway.
If there is no response from the SIP server, the dialer will mark
itself as not ready and inform the same to the campaign manager.
If this registry is disabled, there will be no indication if the SIP
server goes down.
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
deletes 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.
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.
This registry setting also works with Direct Preview
mode, and applies to the regular callback calls in both
Preview mode and Direct Preview mode.
Not used.
Note
ReclassifyTransferFailures
0
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting
Description
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.
SIPDialerPortBaseNumber
58800
This key specifies the port number used by the dialer to
communicate with the SIP server. This registry is created by
default when the dialer machine is installed.
SIPServerAddress
NULL
The IP address or DNS hostname of the SIP Proxy or SIP Gateway
that this Dialer connects to, as specified during setup.
SIPServerPortNumber
5060
The port number that the SIP Dialer uses to communicate with
the server.
SIPServerTransportType
1
The transport type used to communicate with the gateway/CUSP.
A setting of 1 indicates that the transport type is UDP, and a
setting of 2 indicates that the transport type is TCP. Currently,
only UDP is supported.
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.
TFTPServer
""
The name of the Unified CM TFTP server. This server is usually
located on the Publisher Unified CM.
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting
Description
TimeToCTIBeginCall
7 seconds
The amount of time, in seconds, to wait for the CTI begin call
event before canceling call.
TimeToFreeStuckCall
7200 seconds, which is 2 The amount of time, in seconds, before a customer call is declared
hours
stuck and dropped.
TimeToFreeStuckPort
7200 seconds, which is 2 The amount of time, in seconds, to wait before releasing a stuck
hours
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 minutes) The amount of time, in seconds, to wait for the MR PIM to
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.
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting
Description
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).
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. See the
Cisco Unified Communications Manager Administration
Guide for detailed information about 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 support 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.
Note
By default, the Dialer does 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
(see the Cisco 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).
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting
Description
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, restart the system for this
change to become effective. Because this key is a system registry
key, then setting it has 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, and so on), then setting
it changes the behavior of other applications.
For additional information, see:
• http://support.microsoft.com/
default.aspx?scid=kb;en-us;258978
• http://technet.microsoft.com/en-us/library/
cc706993%28WS.10%29.aspx
• 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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APPENDIX
B
Long Distance Digit Prefix Logic
• Transformation of Imported Numbers, page 185
• Dialer Configuration Fields and Registry Settings, page 186
Transformation of Imported Numbers
The following example displays an outbound call route that provides information about how imported numbers
are transformed for the outbound call.
Figure 24: How Imported Numbers Are Transformed
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Dialer Configuration Fields and Registry Settings
Call Item
Outbound Option
Configuration Field
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
Description
Local area code
Include Area Code When Dialing Local area code
Area/city code used at your location, which is
configured in the Dialer Configuration
Component
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
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]
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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:
[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:
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Long Distance Digit Prefix Logic
Dialer Configuration Fields and Registry Settings
[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
• About the Dialer_Detail Table, page 189
• Dialer_Detail Table Database Fields and Descriptions, page 190
About the Dialer_Detail Table
The Dialer_Detail table is a historical table that is present in the Unified 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 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 allows for better management of the system and generation of custom reports.
For example, the table stores the following information:
• The Account Number for the contact 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.
Data Flow
1 After making an attempt to contact a customer, the Dialer sends the results to the Campaign Manager in
a CloseCustomerRecord message.
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Dialer_Detail Table
Fault Tolerance
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 a file 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 database fields for the Dialer_Detail table, see the Database 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 14: 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
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
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Dialer_Detail Table
CallStatusZone Values
Value
Description
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.
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Dialer_Detail Table
CallStatusZone Values
The values are:
Table 15: 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 CallStatusZone2 field when
a regular callback (non personal callback) has been scheduled. The Callback time
itself is stored in both the CallbackDateTimeZone1 and CallbackDateTimeZone2
columns since the callback overrides the individual zones.
C
Closed: Record has been closed for that particular zone, so the record will not be
retried again 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 have 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.
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 the record 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 Active when the Campaign Manager started or the Dialer
re-started. The record will stay in the Unknown state until it gets an update. If the
Campaign Manager fails to get an update within sixty minutes, it will return the record
to Pending.
X
For a personal callback, the agent is not available, and the reschedule mode is
Abandon. (This value is used for CallStatusZone1 only.)
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Dialer_Detail Table
DialingMode Values
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 shown in the following table.
Table 16: DialingMode Values
Value
Description
1
Predictive only
2
Predictive blended
3
Preview only
4
Preview blended
5
Progressive only
6
Progressive blended
7
Direct preview only
8
Direct preview blended
CallResults Table
The following CallResults table maps the call result to the campaign call report.
Table 17: CallResults Table
Call Result Description
Reporting Column Counted as Detected
Attempt?
Live Voice?
Retry Action
2
Error condition
while dialing
None
No
No
None, but returned to the
pending state
3
Number reported
not in service by
network
None
Yes
No
None
4
No ringback from
network when dial
attempted
NoRingBack
Yes
No
No answer
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CallResults Table
Call Result Description
Reporting Column Counted as Detected
Attempt?
Live Voice?
Retry Action
5
Operator intercept
returned from
network when dial
attempted
SITTone
6
Yes
No
None
No dial tone when NoDialTone
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 NoAnswer
not answer
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
Yes
No
None
12
Answering machine AnsweringMachine Yes
detected
No, but
transfer to
agent
possible
Answering Machine, if
needed
13
Dialer stopped
dialing customer
due to lack of
agents
Yes
No
Dialer Abandoned
14
Customer requested Callback &
Yes
callback
PersonalCallback
Yes
None
15
Callback Machine
No
None
16
Call was abandoned Abandon
by the dialer due to
lack of agents
Yes
Dialer Abandoned
Fax
Cancelled
Callback &
Yes
PersonalCallback
Yes
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CallResults Table
Call Result Description
Reporting Column Counted as Detected
Attempt?
Live Voice?
Retry Action
17
Failed to reserve
agent for personal
callback
None
No
No
No answer
18
Agent has skipped
or rejected a
preview call or
personal callback
call
AgentRejected
No
No
No answer
19
Agent has skipped
or rejected a
preview call with
the close option
AgentClosed
No
No
None
20
Customer has been AbandonToIVR
abandoned to an
IVR
Yes
Yes
Dialer Abandoned, if
needed
21
Customer dropped
call within
configured
abandoned time
CustomerAbandon Yes
Yes
Customer Abandoned
22
Mostly used with
NetworkAnsMachine Yes
TDM switches network answering
machine, such as a
network voicemail
No
Answering Machine, if
needed
23
Number
WrongNumber
successfully
contacted but wrong
number
Yes
Yes
None
24
Number
successfully
contacted but
reached the wrong
person
CustomerNotHome Yes
Yes
Customer not home
25
Dialer has flushed None
this record due to a
change in the
skillgroup, the
campaign, or some
other parameter
No
None, but returned to the
pending state
No
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Dialer_Detail Table
Outbound dialer call result for combinations of PSTN and status code
Call Result Description
Reporting Column Counted as Detected
Attempt?
Live Voice?
Retry Action
26
The number was on None
the do not call list
No
No
None
27
Network
NoRingback
disconnected while
alerting
Yes
No
No answer
28
Low Energy or
Dead Air call
detected by CPA
Yes
No
No answer
NoRingback
Outbound dialer call result for combinations of PSTN and status code
The following dialer call results corresponds to the combinations of PSTN cause code and Status code specified
in the Dialer_ Detail table.
Status code: Status code is a 3-digit integer result code that indicates the outcome of an attempt to understand
and satisfy a SIP request.
PSTN cause code: In signaling context, PSTN cause codes are used to indicate certain events or conditions
in the network.
CheckCallState: Indicates whether the call is active or not . TRUE value implies that the call is active.
CallState: Indicates the intermediate call state. When a call is active, it can have any one of the following
values - CS_INITIATED, CS_ALERTED, and CS_CONNECTED.
DialerCallResult: Indicates the SIP Dialer call result for the respective SIP status code and PSTN cause code.
Table 18: Outbound Dialer Call Result for PSTN and status code combinations
StatusCode PSTNCauseCode CheckCallState CallState
DialerCallResult
404
0
FALSE
CS_NONE
NUMBER_NOT_ALLOCATED 7
404
1
FALSE
CS_NONE
NUMBER_NOT_ALLOCATED 7
404
31
FALSE
CS_NONE
NUMBER_NOT_ALLOCATED 7
404
20
FALSE
CS_NONE
NOT_IN_SERVICE
3
408
120
FALSE
CS_NONE
NO_DIALTONE
6
410
22
FALSE
CS_NONE
NUMBER_NOT_ALLOCATED 7
480
18
TRUE
CS_INITIATED
NO_RINGBACK
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System
Type
Values
(from Dialer
detail:
CallResult)
4
Dialer_Detail Table
Outbound dialer call result for combinations of PSTN and status code
StatusCode PSTNCauseCode CheckCallState CallState
DialerCallResult
System
Type
Values
(from Dialer
detail:
CallResult)
480
18
TRUE
CS_ALERTED
NO_ANSWER
8
480
19
FALSE
CS_NONE
NO_ANSWER
8
480
20
TRUE
CS_INITIATED
NO_RINGBACK
4
480
20
TRUE
CS_ALERTED
NO_RINGBACK
4
480
20
TRUE
CS_CONNECTED CUSTOMER_ABANDONED 21
480
20
TRUE
CS_NONE
NO_RINGBACK
481
127
FALSE
CS_NONE
CUSTOMER_ABANDONED 21
484
28
FALSE
CS_NONE
NUMBER_NOT_ALLOCATED 7
485
1
FALSE
CS_NONE
NUMBER_NOT_ALLOCATED 7
486
0
FALSE
CS_NONE
BUSY
9
486
17
FALSE
CS_NONE
BUSY
9
487
127
TRUE
CS_NONE
NO_DIALTONE
6
487
127
TRUE
CS_INITIATED
NO_RINGBACK
4
487
127
TRUE
CS_ALERTED
NO_ANSWER
8
502
38
FALSE
CS_NONE
NO_DIALTONE
6
502
0
FALSE
CS_NONE
NO_DIALTONE
6
503
0
FALSE
CS_NONE
NO_DIALTONE
6
503
34
FALSE
CS_NONE
NO_DIALTONE
6
503
41
FALSE
CS_NONE
NO_DIALTONE
6
503
42
FALSE
CS_NONE
NO_DIALTONE
6
503
47
FALSE
CS_NONE
NO_DIALTONE
6
503
87
FALSE
CS_NONE
NO_DIALTONE
6
580
47
FALSE
CS_NONE
NO_DIALTONE
6
500
4
FALSE
CS_NONE
NUMBER_NOT_ALLOCATED 7
500
5
FALSE
CS_NONE
NUMBER_NOT_ALLOCATED 7
500
6
FALSE
CS_NONE
NO_DIALTONE
6
500
44
FALSE
CS_NONE
NO_DIALTONE
6
500
8
TRUE
CS_INITIATED
NO_RINGBACK
4
4
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Dialer_Detail Table
Outbound dialer call result for combinations of PSTN and status code
StatusCode PSTNCauseCode CheckCallState CallState
DialerCallResult
System
Type
Values
(from Dialer
detail:
CallResult)
500
9
TRUE
CS_INITIATED
NO_RINGBACK
4
500
39
TRUE
CS_INITIATED
NO_RINGBACK
4
500
16
TRUE
CS_INITIATED
NO_RINGBACK
4
500
16
TRUE
CS_ALERTED
NO_ANSWER
8
500
16
TRUE
CS_CONNECTED CUSTOMER_ABANDONED 21
500
44
FALSE
CS_NONE
NO_DIALTONE
6
500
46
FALSE
CS_NONE
BUSY
9
500
63
FALSE
CS_NONE
NUMBER_NOT_ALLOCATED 7
500
86
FALSE
CS_NONE
CUSTOMER_ABANDONED 21
604
1
FALSE
CS_NONE
NUMBER_NOT_ALLOCATED 7
600
17
FALSE
CS_NONE
BUSY
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9
APPENDIX
D
Termination_Call_Detail Table
• Peripheral call types, page 199
• TCD Column Descriptions, page 201
• Transfer to IVR TCD Records, page 204
Peripheral call types
Map 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 19: 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
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Termination_Call_Detail Table
Call Disposition Values Used in Termination_Call_Detail Table
Peripheral Call Type
Description
CALLTYPE_PREVIEW
CALLTYPE_OO_CUSTOMER_PREVIEW = 32
CALLTYPE_OO_CUSTOMER_CALLBACK = 35
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 Termination_Call_Detail Table
The following 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 the ACD 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
• 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 are generated when the Outbound Option Dialer makes 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 Sign-in 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)
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
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Customer Calls
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 20: 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
Customer phone number
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
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Termination_Call_Detail Table
Customer Calls
Column Name
Description
ICRCallKeyChild
Call key identifying the transferred customer call
PeripheralCallKey
Unique peripheral call ID (same as transferred call)
ANI
Customer phone number
Table 21: 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
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Termination_Call_Detail Table
Transfer to IVR TCD Records
Transfer to IVR TCD Records
SIP Dialer
With SIP dialer, the Transferred Customer Calls have a PeripheralCallType of 1.
No TCD records are cut for the outbound calls that do not hit the Unified CCE peripheral for either CVP(IVR)
or Agent-based campaigns.
SCCP Dialer
For SCCP dialer, the peripheral call type varies.
Transfer to IVR calls generate up to three 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 is generated.
• If the Dialer transfers a customer to an IVR while the IVR is experiencing technical difficulties, the
record closes in the Dialing List table with a CallResult of 10 (Voice) or 16 (Abandon). However,
in the t_Termination_Call_Detail table, the CallDisposition is 7 (Short) or 10 (Disconnect/drop no
answer) for the second CM PIM TCD record. The first Unified CM PIM TCD record has a value of
23 (Voice Energy). The CallDisposition for the VRU PIM TCD record is 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 the Agent PG side, no extra TCD is
generated.
• Scenario two: If the call cleared from the Agent PG side first, an extra TCD is generated.
There is no guarantee of the event order for events coming from Unified CM; therefore, Unified CCE might
generate inconsistent reports based on inconsistent events.
Initial Customer Call on PIM Transferred to Route Point
• PeripheralCallType - one of the following:
◦32 (preview)
◦33 (preview direct)
◦34 (predictive)
◦35 (callback)
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Transferred Customer Call on Unified CM PIM Redirected to IVR
◦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
• 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 Plays 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)
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Termination_Call_Detail Table
IVR Plays a Message on VRU PIM to a Customer
• LocalQTime - Total customer handle time at the IVR
• 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
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.
• Dialing_List Table Columns, page 207
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 following table displays the Dialing_List table column names and their
description.
Table 22: 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. This column is for future use; it is
not currently being used.
CallbackNumber
VARCHAR20
Phone number to be used for a regular
callback it can be supplied by the agent
CallResult
SMALLINT
The call result from the last call placed for
this record (see Call Result definitions).
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Termination_Call_Detail Table
Dialing_List Table Columns
Dialing List ID
Type
Autoincrement value - unique for each
Campaign Query Rule table
CallResult01 through CallResult10 SMALLINT
The call result from the last time
Phone01through Phone10 was called (see
Call Result definitions). CallResult01
captures 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, and so on)
LastNumberDialedZone2
SMALLINT
The last number dialed in zone2 (1 for
phone01, 2 for phone02, and so on)
CallsMadeToZone1
SMALLINT
The number of calls made to numbers in
zone 1
For a call which an Outbound
Agent has scheduled a callback,
the CallResult resets to 0
The number of calls made to numbers in
zone 2
Note
CallsMadeToZone2
SMALLINT
For a call which an Outbound
Agent has scheduled a callback,
the CallResult resets to 0
The date/time when the next call to this
zone will occur
Note
CallbackDateTimeZone1
DATETIME
CallbackDateTimeZone2
DATETIME
The number of calls made to numbers in
zone 2
CallbackDateTime01 through
CallbackDateTime010
DATETIME
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,
and so forth) for this zone
AccountNumber
VARCHAR25
Customer’s account number
LastName
VARCHAR50
Customer’s last name
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Termination_Call_Detail Table
Dialing_List Table Columns
Dialing List ID
Type
Autoincrement value - unique for each
Campaign Query Rule table
FirstName
VARCHAR50
Customer’s first name.
ImportRuleDate
DATETIME
The date/time when the record was
imported.
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Termination_Call_Detail Table
Dialing_List Table Columns
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APPENDIX
F
Schedule of Contacts Between Customers and
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 Table, page 211
Personal_Callback_List Table
The Personal Callback List maintains a list of customer records scheduled to be called back by a specific
agent. 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 23: 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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Schedule of Contacts Between Customers and Agents
Personal_Callback_List Table
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.
Once this column is set to 0, no more
attempts will be made.
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 would be 6:00 PM.
Note
CallbackDateTime
DATETIME
CallStatus
CHAR
Current status of the callback record, such as 'P' for
pending or 'C' for closed.
CallResult
SMALLINT
New records must be set to
'P.'
Telephony call result (busy, no answer, and so on)
or agent reservation attempt result (Agent Rejected
Call, Unable to reserve and so on.)
LastName
VARCHAR
Last name of the customer.
FirstName
VARCHAR
First name of the customer.
Note
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Schedule of Contacts Between Customers and Agents
Personal_Callback_List Table
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Schedule of Contacts Between Customers and Agents
Personal_Callback_List Table
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APPENDIX
G
CTI OS Outbound Option ECC Variable Settings
This appendix contains a sample .REG file, 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 Example” section.
• ECC Variables for Outbound Call Centers Example, page 215
• ECC Variables in Mixed Inbound and Outbound Call Centers Example, page 216
ECC Variables for Outbound Call Centers Example
Note
This sample registry file (.REG) 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"
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CTI OS Outbound Option ECC Variable Settings
ECC Variables in Mixed Inbound and Outbound Call Centers Example
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
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
Example
The preceding example registry settings (also found in CTIOS_bin\blendedagent_addecc.reg) overwrites
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 following code, 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 following example 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"
Select the columns and applicable display type required. Cut and paste from the two files into a new registry
file, editing as needed, and 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.
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.0(1)
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INDEX
A
abandon rates, end-of-day calculations 168
adding 79, 108, 164
agents 164
Enterprise Data fields to the Layout list 79, 108
admin scripts 41, 147
Admin Workstation 34
Cisco Unified Intelligence Center 34
configuration 34
administrative scripts 155
TimeBasedControl 155
agent PG 33
about 33
deployments 33
agents 13, 18, 161, 164, 169
adding 164
blended 18
campaign 13
dedicating particular agent to only perform outbound
activity 164
managing idle time 169
re-skilling 164
reporting templates 161
skilled for multiple active campaigns 18
working with smaller skill groups 18
Agtskg06 report 161
Agtskg10 report 161
Agtskg11 report 161
Agtskg12 report 161
answering machine detection 20
with call progress analysis 20
answering machine terminating beep detection 20
with call progress analaysis 20
attributes, adding to a contact list 166
B
blended 18, 19
agent 18
campaign skill group reporting 19
blended (continued)
campaigns 18
skill groups 18
C
call progress analysis 20
overview 20
call types 17
reporting 17
callbacks 13, 14, 16
calling order priority 16
overview 13
personal 14
regular 14
Campaign Manager 24, 42, 173
component, about 24
fault recovery 42
registry settings 173
campaign query rule reporting 17
campaigns 10, 12, 13, 15, 16, 17, 18, 19, 27, 139, 160, 167, 168, 169, 170
agent 13
agents skilled for mutiple active 18
blended 18
callbacks 13
customer time versus system time 19
dialing modes 10
dialing order 15
dialing time 19
end-of-day calculations for abandon rate 168
initial values for lines per agent 168
limitations of smaller agent groups 169
managing predictive 168
masking caller ID 12
overview 10
port requirements, modes 27
reporting 16
reporting templates 160
retry records in append 170
running effective 167
running single versus multiple 167
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.0(1)
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Index
campaigns (continued)
skill group reporting 18
skill group reporting for blended 19
skill groups 17
transfer to IVR 15
transferring AMD calls to agents 168
tuning the parameters 139, 168
working with smaller skill groups 18
Camqry01 report 160
Camqry02 report 160
Camqry03 report 160
Camqry04 report 160
Camqry05 report 160
Camqry06 report 160
Camqry10 report 160
Camqry11 report 160
Camqry12 report 160
Camqry13 report 160
Camqry14 report 160
Camqry15 report 160
Camqry16 report 160
Camqry17 report 160
Camqry18 report 160
Camqry19 report 160
Camqry20 report 160
Camqry21 report 160
Camqry22 report 160
Camqry23 report 160
CCE software overview 21
CED column values 200
changing 139
max attempts 139
Cisco Agent Desktop (CAD) 35, 36
overview of components 35
using Cisco Agent Desktop soft phone 35
using Cisco Desktop Administrator 36
using Cisco Supervisor Desktop 35
Cisco Desktop Adminstrator 79, 108
adding the Enterprise Data fields to the Layout list 79, 108
Outbound Option enterprise data 79, 108
setting up Outbound Option 79, 108
component relationships, Outbound Option 23
concepts, Outbound Option 6
Configuration Components 120
configuring 50, 51, 52, 56, 62, 89, 90, 91, 93, 98, 102, 119, 156
auto answer on agent phones 102
campaigns and imports 119
Dialer component 50, 89
MR PG 52, 91
Outbound Option Multi-Tenant customer instances 156
port map 51, 90
queue to agent node 62, 98
system options 56, 93
contact information, previewing 10
Contact list 9, 166
adding attributes 166
creating 60, 61, 97, 98, 125, 127, 131, 134, 135, 146, 147, 165
call type 147
campaign 135
dialed numbers 125
Do Not Call list 131, 165
enterprise route 61, 98, 146
enterprise skill group 60, 97, 146
import rule 127
query rule 134
CTI controls, installing 76, 106
CTI ECC variables, using 36
CTI OS 34, 76, 106, 215
about 34
integrating Outbound Option 76, 106
Outbound Option ECC variable settings 215
CTI Server 73, 103
Properties 73, 103
CTI Toolkit Outbound Desktop (Win32), installing 78, 107
customer time, campaign 19
D
Daylight savings 173
desktops 34, 39
button performance 39
Outbound Option 34
Dialer 21, 25, 26, 28, 42, 73, 81, 103, 110, 163, 170
component status bar, checking 81, 110
component, about 25
example of process flow in Predictive mode 28
fault recovery 42
installation instructions 73, 103
overview 21
port allocation 26
reporting templates 163
saturation 170
Dialer_Detail table 167, 189, 190, 191, 193
about 189
advantages 189
CallResult codes and values 190
CallResults table 193
CallStatusZone values 191
data flow 189
database fields and descriptions 190
DialingMode values 193
fault tolerance 190
getting results for individual customers 167
Dialer01 report 163
Dialer10 report 163
Dialer11 report 163
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Index
Dialer12 report 163
Dialers 1
definition 1
dialing 10, 16
modes, Direct Preview 10
modes, Predictive 10
modes, Preview 10
modes, Progressive 10
sequential 16
Dialing List 167
getting results for individual customers 167
dialing modes 121, 122, 123
direct preview 122
Predictive 122
Preview 122
Progressive 123
understanding 121
Dialpr01 report 163
Direct Preview dialing mode 10
Direct Preview mode 122
enabling 122
disabling 64, 101
ringback during transfer to agent 64, 101
Do Not Call list 8, 131, 165
creating 131, 165
features (continued)
list of Outbound Option 2
managing skill groups 3
Outbound ECC variables support in Siebel 7.5.3 and later 5
Outbound Option support on IPCC Hosted 5
sequential dialing 4
transfer to IVR 4
G
getting results for individual customers 167
I
ECC variables 36, 56, 94, 215, 216
CTI OS Outbound Option 215
enabling 56, 94
for outbound call centers 215
in mixed inbound and outbound call centers 216
ICMDBA utility 71
Import component 25
Import Rule 162
reporting templates 162
imports 8, 9, 131, 165
Contact list 9
Do Not Call list 8
reporting 9
running 131, 165
types 8
Imprule01 report 162
Imprule10 report 162
installing 73, 75, 76, 78, 103, 105, 106, 107
Cisco CTI controls 76, 106
CTI Toolkit Outbound Desktop (Win32) 78, 107
Dialer component 73, 103
MR PG 75, 105
integrating Outbound Option with CTI OS 76, 106
F
J
fault recovery 42
Campaign Manager 42
Dialer 42
fax/modem detection 20
with call progress analysis 20
features 2, 3, 4, 5
abandoned and retry call settings 5
activity reports 4
agent re-skilling 5
Call Progress Analysis (CPA) 4
callbacks 4
campaign management 3
campaign prefix digits for dialed numbers 5
Dialer 2
dialing modes 3
JTAPI, modifying for calls to invalid numbers 105
E
L
lists 8, 9, 211
Contact 9
Do Not Call 8
Personal Callback 211
M
managing 167, 169
agent idle time 169
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.0(1)
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Index
managing (continued)
effective campaigns 167
masking caller ID 12
max attempts, changing 139
modifying JTAPI for calls to invalid numbers 105
N
navigating Outbound Option Configuration Components 120
overview 120
Network VRU 52, 91
creating 52, 91
North American Local Exchange NPA NXX (NALENND) 171
North American Numbering Plan Data, See North American Local
Exchange NPA NXX Database
port throttle 171
SIP dialer 171
ports 27
requirements for campaign modes 27
predictive algorithm 122, 139, 168
example 122
managing 168
tuning the parameters 139, 168
Predictive dialing mode 10, 122
prerequisites 46
Outbound Option installation 46
Preview dialing mode 10, 122
Progressive dialing mode 10, 123
Q
query rules 10
overview 10
O
outbound dialing modes 121
Outbound Option 1, 2, 6, 21, 22, 40, 45, 46, 71, 79, 102, 108, 120, 147,
159
architectural overview 21
concepts, how they relate to each other 6
configuration tools overview 120
Dialer component, overview 21
enterprise data 79, 108
features 2
high-level overview 2
installation overview 45
installation prerequisites 46
private database, creating 71, 102
reports 159
scripting 40, 147
software components 22
solution 1
Outbound Option Dialer 73, 103, 177
adding a component 73, 103
installation instructions 73, 103
registry settings 177
P
pending contracts, calling order priority 16
peripheral gateway 33
about 33
agent 33
media routing 33
Perskg11 report 161
Perskg12 report 161
Personal Callback list 211
R
re-skilling 164
agent 164
registry settings 173
reporting 9, 16, 17, 18, 19, 34, 159, 160, 161, 162, 163, 169, 170
agent 161
blended campaign skill group 19
call type 17
campaign 16
Campaign 160
campaign query rule 17
campaign skill group 18
Dialer 34, 163
Dialer saturation 170
half-hour 159
import 9
Import Rule 162
managing agent idle time 169
real-time 159
retry records in append campaigns 170
running out of available records 170
skill group 161
sources of higher idle times 170
transfer to IVR 17
understanding 159
reservation scripts 41, 148
retries, calling order priority 16
ringback, disabling during transfer to agent 64, 101
running 131, 165, 167, 170
effective campaigns 167
imports 131, 165
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Index
running (continued)
out of available records 170
S
scheduling contacts using Personal Callback List 211
script selector configuration 157
on IPCC installation 157
scripting 40, 41, 147, 148
Outbound Option 40, 147
Outbound Option admin scripts 41, 147
Outbound Option reservation scripts 41, 148
scripts 155
administrative, example of TimeBasedControl 155
SIP dialer 171
throttle down 171
voice gateway 171
skill groups 17, 18, 161
agents skilled for multiple active campaigns 18
blended 18
campaign 17
reporting for campaign 18
reporting temmplates 161
working with smaller 18
system time, campaign 20
T
tasks 47, 48, 50, 51, 52, 56, 60, 61, 62, 64, 71, 73, 75, 76, 78, 79, 86, 87, 89,
90, 91, 93, 94, 97, 98, 99, 100, 101, 102, 103, 105, 106, 107, 108,
125, 127, 134, 135, 146, 147, 149, 151, 155, 157, 159
adding enterprise data fields to the layout list 79, 108
administrative/supervisory 159
configuring auto answer on agent phones 102
configuring Dialer component 50, 89
configuring MR PG 52, 91
configuring personal callbacks 56, 94
configuring port map 51, 90
configuring queue to agent node 62, 98
configuring transfer to IVR script 149
creating call type 147
creating campaign 135
creating dialed numbers 125
creating enterprise route 61, 98, 146
creating enterprise skill group 60, 97, 146
creating import rule 127
creating Network VRU 52, 91
creating query rule 134
creating the Outbound Option private database 71, 102
disabling ringback during transfer to agent 64, 101
enabling ECC variables 56, 94
tasks (continued)
importing and assigning Dialer ports 100
installing CTI controls 76, 106
installing CTI Toolkit Outbound Desktop 78, 107
installing MR PG 75, 105
installing the Dialer component 73, 103
IPCC Enterprise outbound configuration 47, 86
mapping scripts and call types and dialed numbers 155
setting up administrative script 151
setting up Outbound Option in Cisco Desktop
Administrator 79, 108
software installation and database creation 48, 71, 87
system options 56, 93
Unified CM configuration 64, 86, 99
verifying DN/script selector configuration 157
TCD column descriptions 201
TCD records, transfer to IVR 204
templates 160, 161, 162, 163
agent activity 161
campaign consolidated detailed records status by
half-hour/daily for selected time period 160
campaign consolidated records status by half-hour/daily for
selected time period 160
campaign dialing times 160
campaign query rules by half-hour 160
campaign records breakdown of attempts for selected time
period 160
campaign records breakdown per query rule of attempts for
selected time period 160
campaign records status 160
campaign records status by half-hour 160
campaign records status by half-hour/daily for selected time
period 160
campaign records status per query rule by half-hour/daily for
selected time period 160
current status of all campaign records 160
dialer activity by port 163
dialer capacity by half-hour/daily 163
dialer detection by half-hour 163
dialer detection status 163
Outbound Option counts 161
predictive calls by skill group 161
preview calls by skill group 161
query rule dialing times 160
query rules within a campaign 160
real-time table of query rules within a campaign 160
records imported 162
records imported by time range 162
reservation calls by skill group 161
skill groups and associated Outbound Option status 161
throttle down (SIP dialer) 171
transfer to IVR 15, 17, 29, 204
campaigns 15
example of process flow 29
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Index
transfer to IVR (continued)
reporting 17
TCD records 204
transferring 168
AMD calls to agents 168
U
Unified CCE software overview 21
using 33, 35, 36
Cisco Agent Desktop soft phone 35
Cisco Desktop Administrator 36
Cisco Supervisor Desktop 35
CTI ECC variables 36
IVR 33
V
values, initial for lines per agent 168
verifying 80, 83, 109, 112, 115, 116, 157
campaign configuration 157
critical configuration steps 83, 112
database configuration 83, 116
Dialer port map configuration 115
DN/script selector configuration 157
DN/Script Selector configuration 157
system installation 80, 109
Unified CM connectivity 112
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.0(1)
IN-6
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