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
7.5(1)
July 2012
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Table of Contents
Preface ...........................................................................................................................................................1
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................2
Related Documentation .............................................................................................................................3
Conventions................................................................................................................................................3
Obtaining Documentation and Submitting a Service Request...................................................................4
Documentation Feedback...........................................................................................................................4
1. Outbound Business Concepts.....................................................................................................................7
Overview.....................................................................................................................................................7
What Are Automatic Dialers?.................................................................................................................7
Cisco Outbound Solution.......................................................................................................................8
High-Level Overview of Cisco Outbound Option...................................................................................8
Outbound Option Features....................................................................................................................8
How the Concepts Presented in This Chapter Relate to Each Other..................................................12
Imports.....................................................................................................................................................15
Do Not Call List Imports.......................................................................................................................15
Contact List Imports.............................................................................................................................15
Import Rule Reporting.........................................................................................................................16
Query Rules.............................................................................................................................................17
Campaigns...............................................................................................................................................17
Dialing Modes......................................................................................................................................17
Masking Caller ID by Campaign..........................................................................................................19
Agent Campaigns................................................................................................................................20
Callbacks.............................................................................................................................................20
Transfer to IVR Campaigns..................................................................................................................22
Dialing Order........................................................................................................................................22
Campaign Reporting............................................................................................................................23
Campaign Skill Groups.............................................................................................................................26
Smaller Skill Groups............................................................................................................................26
Blended Campaigns/Skill Groups........................................................................................................27
Agents Skilled for Multiple Active Campaigns......................................................................................27
Campaign Skill Group Reporting.........................................................................................................27
What Time Is It? Customer Time Versus System Time.............................................................................28
Customer Time....................................................................................................................................28
System Time........................................................................................................................................29
Call Progress Analysis (Answering Machine Detection)...........................................................................29
2. Architectural Overview..............................................................................................................................31
Unified CCE Software Overview...............................................................................................................31
Outbound Option Software Components..................................................................................................32
Outbound Option Component Relationships.......................................................................................33
About Outbound Option Campaign Manager Component...................................................................33
About Outbound Option Import Component........................................................................................34
About Outbound Option Dialer Component.........................................................................................35
Peripheral Gateway (PG).....................................................................................................................38
Agent PG.............................................................................................................................................38
Media Routing PG...............................................................................................................................39
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IVR.......................................................................................................................................................39
Admin Workstation — Configuration....................................................................................................39
Admin Workstation — WebView..........................................................................................................40
Dialer Reporting...................................................................................................................................40
Outbound Option Agent Desktops.......................................................................................................40
Outbound Option Extended Call Context Variables.............................................................................42
Desktop Button Performance...............................................................................................................45
Outbound Option Scripting.......................................................................................................................46
Outbound Option Admin Scripts..........................................................................................................46
Outbound Option Agent Reservation Scripts.......................................................................................47
Fault Recovery..........................................................................................................................................47
Campaign Manager Fault Recovery....................................................................................................47
Dialer Fault Recovery..........................................................................................................................48
Outbound Option Standby and Recovery Model.................................................................................48
3. Installing Outbound Option........................................................................................................................49
Before You Begin......................................................................................................................................49
Optimizing Dialer Component Performance........................................................................................49
Auto-Answer Settings..........................................................................................................................50
Outbound Option Database Sizing......................................................................................................50
IVR Integration.....................................................................................................................................50
System Requirements.........................................................................................................................50
IPCC Enterprise Outbound Configuration...........................................................................................51
Cisco Unified Communications Manager/Gateway Configuration.......................................................52
Software Installation and Database Creation......................................................................................53
IPCC Enterprise Outbound Configuration................................................................................................53
Enabling Outbound Option tool in Admin Workstation Configuration...................................................53
Configuring the Dialer Component......................................................................................................53
Configuring the Port Map.....................................................................................................................54
Creating a Network VRU......................................................................................................................55
Configuring the Media Routing PG (MR PG).......................................................................................55
Configuring System Options................................................................................................................56
Enabling ECC Variables.......................................................................................................................56
Configuring and Scheduling the Personal Callback Feature....................................................................57
How to Configure Personal Callbacks..................................................................................................57
Creating an Enterprise Skill Group......................................................................................................60
Creating an Enterprise Route..............................................................................................................60
Configure Queue to Agent Node.........................................................................................................61
Cisco Unified Communications Manager/Gateway Configuration............................................................62
Importing and Assigning Dialer Ports..................................................................................................62
Disabling Ringback During Transfer To Agent......................................................................................63
Configuring Auto Answer on Agent Phones.........................................................................................64
Configuring Voice Gateways for Outbound Option...............................................................................64
Outbound Option Software Installation Steps...........................................................................................67
Creating the Outbound Option Private Database................................................................................68
Installing the Dialer Component...........................................................................................................69
Dialer Post-Install Registry Configuration............................................................................................70
Modifying JTAPI for Calls to Invalid Numbers......................................................................................70
Installing the MR PG............................................................................................................................71
Installing the Cisco CTI Controls..............................................................................................................71
Outbound Option Integration with CTI OS...........................................................................................72
Setting Up Outbound Option in Cisco Desktop Administrator..................................................................73
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Outbound Option Enterprise Data.......................................................................................................73
Verification and Troubleshooting...............................................................................................................74
Check the Dialer Component Status Bar.............................................................................................75
Verify the Critical Configuration Steps.................................................................................................77
Verify the Unified CM Connectivity......................................................................................................77
Verify the Dialer Port Map Configuration..............................................................................................79
Verify the Database Configuration.......................................................................................................80
Verify the Router Registry Key.............................................................................................................81
4. Configuring Campaigns and Imports........................................................................................................83
Overview of the Outbound Option Configuration Process........................................................................84
Understanding Dialing Modes..................................................................................................................85
Predictive Dialing.................................................................................................................................85
Preview Dialing....................................................................................................................................85
Progressive Dialing..............................................................................................................................86
Configuration Process Task Maps............................................................................................................86
Agent Campaign Tasks........................................................................................................................86
Transfer to IVR Campaign Tasks..........................................................................................................87
Creating Dialed Numbers.........................................................................................................................88
Creating an Import Rule...........................................................................................................................89
Creating a Query Rule..............................................................................................................................93
Creating a Campaign................................................................................................................................94
Notes on Editing a Campaign in Progress..............................................................................................103
Creating a Call Type...............................................................................................................................103
Setting Up the Reservation Script..........................................................................................................103
Configure a Transfer to IVR Script..........................................................................................................104
Setting Up the Administrative Script.......................................................................................................107
Sample Administrative Scripts................................................................................................................110
Administrative Script 1: TimeBasedControl........................................................................................110
Administrative Script 2: ServiceLevelControl.....................................................................................111
Mapping Scripts and Call Types and Dialed Numbers...........................................................................112
Single Dialer Options..............................................................................................................................112
Verifying the DN/Script Selector Configuration.......................................................................................114
How to Verify DN/Script Selector Configuration.................................................................................114
Verifying Reservation Call Answering.....................................................................................................114
Verifying Your Campaign Configuration..................................................................................................114
5. Administrative/Supervisory Tasks............................................................................................................115
Reading Reports....................................................................................................................................115
Reporting Information for Administrators/Call Center Supervisors....................................................115
Outbound Option Reports..................................................................................................................115
Working with Agents...............................................................................................................................120
Adding Agents...................................................................................................................................120
Dedicating a Particular Agent to Only Perform Outbound Activity.....................................................120
What Happens If an Agent Does Not Accept or Refuse a Contact During a Certain Time Period While
in Preview Mode................................................................................................................................121
Agent Re-skilling................................................................................................................................121
Working with Imports..............................................................................................................................121
Running Imports................................................................................................................................121
Creating a Do Not Call List................................................................................................................122
Adding Attributes to a Contact List....................................................................................................123
Running and Managing Effective Campaigns.........................................................................................123
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Running a Single Campaign Versus Multiple Campaigns..................................................................124
Getting Results for Individual Customers...........................................................................................124
Changing the Maximum Number of Attempts in a Campaign............................................................125
Managing Predictive Campaigns.......................................................................................................125
Managing Agent Idle Time.................................................................................................................127
6. Troubleshooting.......................................................................................................................................131
Guidelines to Assist in Isolating Problems..............................................................................................131
When Opening a TAC Case....................................................................................................................132
Setting Trace Levels to Troubleshoot Outbound Option Problems..........................................................133
Symptoms and Troubleshooting Actions.................................................................................................134
Installation Problems..............................................................................................................................134
Dialer will not connect to Campaign Manager...................................................................................134
Dialer is not able to connect to CTI Server........................................................................................135
Personal callbacks are not taking place.............................................................................................135
Customer is called multiple times in a short time span if the customer does not pick up..................137
Outbound Option Dialer stops dialing personal callback records after cycling..................................137
Active personal callback records are lost if the Outbound Option Dialer is cycled (remain pending in the
database, but are not being dialed)...................................................................................................137
Configuration Problems..........................................................................................................................138
Administrative script which sets the OutboundControl variable or reservation percentage is running, but
the modes/percentages are not being updated at the Dialer.............................................................138
Outbound Option Dialer Does Not Make Any Customer Calls...........................................................139
Campaign Manager is not providing customer records for a campaign.............................................140
Dialer is unable to reserve an agent with a G.729 phone..................................................................141
Excessive "No Default Label Configured" Errors in Router Log Viewer ............................................142
Customers Hear Ringback Before Transfer........................................................................................142
Call Context Not Being Transferred During a Transfer to IVR Call Flow.............................................143
"Maximum integer value exceeded" Campaign Error........................................................................143
Import Problems.....................................................................................................................................144
Import is not reading customer data file............................................................................................144
Dialing Problems....................................................................................................................................145
Customer records in the Do-Not-Call list are being dialed.................................................................145
Small skill groups not being dialed....................................................................................................145
Predictive Dialing - Abandon Rate of 0 with a Long Idle Time...........................................................146
Many Calls Result in "No Dial Tone"..................................................................................................147
Dialers Have Low Idle Times/High Busy Times.................................................................................147
Many Retries at Start of Append Campaign......................................................................................148
Uneven Distribution of Calls Between Dialers...................................................................................148
Transferring Customer Calls to Agents are Failing.............................................................................149
Administrative Problems.........................................................................................................................149
Call Progress Analysis Problems...........................................................................................................149
Fax Detection Problems.....................................................................................................................149
Basic Troubleshooting Tools...................................................................................................................150
Event Management System (EMS) Logs...............................................................................................152
Outbound Option Dialer Title Bar...........................................................................................................153
Procmon Tool..........................................................................................................................................153
Enabling WebView Reporting on the Outbound Option Dialer...............................................................157
Appendix A. Registry Settings....................................................................................................................159
Campaign Manager Registry Settings....................................................................................................159
Dialer Registry Settings..........................................................................................................................163
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Appendix B. Long Distance Digit Prefix Logic.............................................................................................169
How Imported Numbers Are Transformed..............................................................................................169
Dialer Configuration Fields and Registry Settings..................................................................................171
Appendix C. Dialer_Detail Table..................................................................................................................175
About the Dialer_Detail Table.................................................................................................................175
Advantages........................................................................................................................................175
Data Flow...........................................................................................................................................176
Fault Tolerance...................................................................................................................................176
Dialer_Detail Table Database Fields and Descriptions...........................................................................176
CallResult Codes and Values............................................................................................................176
CallStatusZone Values.......................................................................................................................177
DialingMode Values...........................................................................................................................178
CallResults Table...............................................................................................................................179
Appendix D. Termination_Call_Detail Table.................................................................................................181
Peripheral Call Types..............................................................................................................................181
Mapping of Release 7.x to Release 6.0(0) and Earlier Peripheral Call Types...................................181
Call Disposition Values Used in the Termination_Call_Detail Table...................................................182
CED Column Values..........................................................................................................................182
TCD Column Descriptions......................................................................................................................183
Reservation Calls...............................................................................................................................183
Customer Calls..................................................................................................................................184
Transfer to IVR TCD Records.................................................................................................................185
Initial Customer Call on Unified CM PIM Transferred to Route Point.................................................186
Transferred Customer Call on Unified CM PIM Redirected to IVR....................................................186
IVR Playing a Message on VRU Pim to a Customer.........................................................................186
Appendix E. Dialing List Table.....................................................................................................................189
Dialing List Table Columns.....................................................................................................................189
Appendix F. Scheduling Contacts Between Customers and Specific Agents.............................................191
Personal Callback List............................................................................................................................191
Appendix G. CTI OS Outbound Option ECC Variable Settings...................................................................193
ECC Variables for Outbound Call Centers..............................................................................................193
ECC Variables in Mixed Inbound and Outbound Call Centers...............................................................195
Glossary .....................................................................................................................................................197
Index ...........................................................................................................................................................203
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List of Figures
Figure 1: Outbound Option Component Relationships...................................................................................................13
Figure 2: Import Rule Report Example...........................................................................................................................16
Figure 3: Campaign Consolidated Half Hour Report......................................................................................................24
Figure 4: Breakdown of Attempts (%) per Campaign Half Hour Report........................................................................24
Figure 5: Breakdown of Attempts (%) per Campaign Daily Report...............................................................................24
Figure 6: IVR Ports Performance Half Hour Report - IVR Example..............................................................................25
Figure 7: Call Type Half Hour Report Example..............................................................................................................26
Figure 8: Campaign Consolidated Half Hour Report - Blended Example......................................................................28
Figure 9: Outbound Option Network Component Relationship......................................................................................33
Figure 10: Agent-Based Campaign Call Flow.................................................................................................................37
Figure 11: IVR-Based Campaign Call Flow....................................................................................................................38
Figure 12: Dialer12: Dialer Capacity Daily Report.........................................................................................................40
Figure 13: Personal Callback Reservation Script............................................................................................................60
Figure 14: Scheduling Script...........................................................................................................................................61
Figure 15: Voice Dial Peers / Call Legs Toll-bypass Scenario........................................................................................65
Figure 16: Voice Dial Peers / Call Legs: CallManager System with IOS Gateway Scenario.........................................66
Figure 17: Dialer Component Status Bar.........................................................................................................................75
Figure 18: Sample Routing Script.................................................................................................................................104
Figure 19: Sample CVP routing script...........................................................................................................................105
Figure 20: System IPCC Example.................................................................................................................................106
Figure 21: Exanoke BAResponse If Node.....................................................................................................................107
Figure 22: Sample Administrative Script.......................................................................................................................108
Figure 23: TimeBasedControl Script.............................................................................................................................110
Figure 24: ServiceLevelControl Script..........................................................................................................................111
Figure 25: Outbound Option Dialer Title Bar Indicators...............................................................................................153
Figure 26: Dumpalloc Command Example...................................................................................................................154
Figure 27: Dumprt Command Example........................................................................................................................156
Figure 28: Dialer Port Real-Time Report......................................................................................................................157
Figure 29: How Imported Numbers Are Transformed...................................................................................................170
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Preface
Purpose
This manual provides conceptual, installation, and configuration information about the Cisco
IP Contact Center (IPCC) Outbound Option application (formerly called "Blended Agent"). It
also provides verification checklists and troubleshooting information to ensure the Outbound
Option installation and configuration setup is successful.
For detailed Outbound Option Components field descriptions, refer to the online help.
Note: You must have a copy of the Staging Guide Cisco Unified ICM/Contact Center Enterprise
& Hosted, Release 7.x(y) available in addition to this manual in order to successfully complete
the Outbound Option installation. See http://www.cisco.com for the complete set of Cisco
Unified ICM/Contact Center Enterprise and Hosted software manuals.
Audience
This document is intended for contact center supervisors and contact center technology experts,
who will perform the following functions using Outbound Option:
• System Administrators – The installer/partner, who needs to know how to install and
configure the Dialer and hook it up to Cisco Unified Communications Manager (abbreviated
as Unified CM and formerly known as "CallManager").
• Administrator – The administrator responsible for configuration tasks, such as adding agents,
skill groups, campaigns, and scripts necessary for ongoing activity.
• Supervisors/Business users – These users might need to perform such tasks as modifying
a query rule, adjusting the lines per agent, or enabling/disabling a campaign. This group of
users need to know how read and interpret reports in order to help them run their business.
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Preface
Organization
• Sales – A secondary audience, interested primarily in conceptual information.
Organization
The following table describes the information contained in each chapter of this guide.
Chapter
Description
Chapter 1, "Outbound Business Concepts (page
7)"
Provides a high-level overview of Outbound Option and its
components.
Intended Audience: all audiences
Chapter 2, "Architectural Overview (page 31)"
Provides a high-level overview of Unified CCE software, Outbound
Option component relationships, scripting, and fault recovery.
Intended Audience: System
Administrators/Administrators
Chapter 3, "Installing Outbound Option (page 49)" Provides all the information users need to install Outbound Option.
Intended Audience: System Administrators
Chapter 4, "Configuring Campaigns and Imports Provides all the information users need to configure Outbound
(page 83)"
Option.
Intended Audience: Administrators
Chapter 5, "Administrative/Supervisory Tasks (page Provides information on reading reports, agent desktops, adding
115)"
and reskilling agents, running imports, and running and managing
effective campaigns,
Intended Audience: Administrators/Supervisors
who may or may not have administrative
permission
Chapter 6, "Troubleshooting (page 131)"
Intended Audience: System
Administrators/Administrators
Contains information to help users involved with troubleshooting
systems integration, implementation, and installation of the
Outbound Option application. It also provides a discussion of Event
Management System (EMS) alarms and discusses how the Outbound
Option Dialer detects answering machines and human voices.
Appendix A, "Registry Settings (page 159)"
Contains information about registry settings for Outbound Option
server processes.
Appendix B, "Long Distance Digit Prefix Logic
(page 169)"
Provides information about outbound call routing.
Appendix C, "Dialer_Detail Table (page 175)"
Provides information on the Dialer_Detail table, an historical table
that was incorporated into the IPCC database in Release 7.2(1). Its
purpose is to allow detailed dialer records to be written to the Logger
databases and replicated to each HDS database.
Appendix D, "Termination_Call_Detail Table (page Describes the PeripheralCallType and CallDisposition column values
181)"
used in the Termination_Call_Detail table. It also provides the CED
column values for Outbound Option reservation or personal callback
calls.
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Preface
Related Documentation
Chapter
Description
Appendix E, "Dialing List Table (page 189)"
Provides information about the Dialing List table, which is used for
the Outbound Option application only. Other applications are not
allowed to access it for reading, writing, or using triggers.
Appendix F, "Scheduling Contacts Between
Customers and Specific Agents (page 191)"
Documents all the columns in the personal callback table.
Appendix G, "CTI OS Outbound Option ECC
Variable Settings (page 193)"
Contains a sample .REG file, which creates the appropriate Outbound
Option ECC registry entries for CTI OS.
Glossary (page 197)
Provides a glossary of Outbound Option terms.
Related Documentation
Documentation for Cisco Unified ICM/Unified Contact Center (IPCC) Enterprise & Hosted,
as well as related documentation, is accessible from Cisco.com at http://www.cisco.com/web/
psa/products/index.html.
• Related documentation includes the documentation sets for Cisco CTI Object Server (CTI
OS), Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser Edition (CAD-BE), Cisco
Unified Contact Center Management Portal, Cisco Unified Customer Voice Portal (CVP),
Cisco IP IVR, Cisco Support Tools, and Cisco Remote Monitoring Suite (RMS).
For documentation for these Cisco Unified Contact Center Products, go to http://
www.cisco.com/web/psa/products/index.html, click on Voice and Unified
Communications, then click on Cisco Unified Contact Center Products or Cisco Unified
Voice Self-Service Products, then click on the product/option you are interested in.
• Also related is the documentation for Cisco Unified Communications Manager, which can
also be accessed from http://www.cisco.com/web/psa/products/index.html.
• Technical Support documentation and tools can be accessed from http://www.cisco.com/
en/US/support/index.html.
• The Product Alert tool can be accessed through (login required) http://www.cisco.com/
cgi-bin/Support/FieldNoticeTool/field-notice.
Conventions
This manual uses the following conventions:
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.
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Preface
Obtaining Documentation and Submitting a Service Request
Convention
Description
• Click Finish.
italic font
Italic font is used to indicate the following:
• To introduce a new term. Example: A skill group is a
collection of agents who share similar skills.
• For emphasis. Example: Do not use the numerical naming
convention.
• A syntax value that the user must replace. Example: IF
(condition, true-value, false-value)
• A book title. Example: See the Cisco CRS Installation Guide.
window font
Window font, such as Courier, is used for the following:
• Text as it appears in code or that the window displays.
Example: <html><title>Cisco Systems,Inc. </
title></html>
< >
Angle brackets are used to indicate the following:
• For arguments where the context does not allow italic, such
as ASCII output.
• A character string that the user enters but that does not appear
on the window such as a password.
Obtaining Documentation and Submitting a Service Request
For information on obtaining documentation, submitting a service request, and gathering
additional information, see the monthly What’s New in Cisco Product Documentation, which
also lists all new and revised Cisco technical documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication
(RSS) feed and set content to be delivered directly to your desktop using a reader application.
The RSS feeds are a free service and Cisco currently supports RSS Version 2.0.
Documentation Feedback
You can provide comments about this document by sending email to the following address:
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Preface
Documentation Feedback
mailto:ccbu_docfeed[email protected]
We appreciate your comments.
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Preface
Documentation Feedback
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)
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Chapter 1
Outbound Business Concepts
This chapter, intended for all audiences, discusses the outbound business concepts you need to
know before planning and configuring your outbound system. Review this chapter in its entirety
before moving on to installing and configuring your outbound system.
This chapter contains the following topics:
•
•
•
•
•
•
•
Overview, page 7
Imports, page 15
Query Rules, page 17
Campaigns, page 17
Campaign Skill Groups, page 26
What Time Is It? Customer Time Versus System Time, page 28
Call Progress Analysis (Answering Machine Detection), page 29
Overview
This section provides a high-level overview of automatic dialers and the Cisco Outbound Option
solution, which includes a description of what it does and why you would want to use it.
What Are Automatic Dialers?
Automatic dialers increase contact center efficiency because they eliminate the possibility of
reaching a wrong number, save time, and make contact center agents more productive. By
automatically dialing and screening for busy signals, no answer, and answering machines, dialers
ensure that agent time is not wasted in non-value-added mechanical and routine tasks. Only
when the dialer reaches a live contact will the solution transfer the call to the next available
agent.
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Chapter 1: Outbound Business Concepts
Overview
Cisco Outbound Solution
Cisco Unified Intelligent Contact Management Enterprise and Cisco Unified Contact Center
Enterprise help companies distribute inbound calls to a variety of termination points, including
automatic call distributors (ACDs), interactive voice response (IVR) systems, home agents, and
network terminations. The Cisco Outbound Option application, with its combination of outbound
dialing modes, enables call centers to manage outbound calls. The ability for agents to handle
both inbound and outbound contacts offers a way to optimize contact center resources.
High-Level Overview of Cisco Outbound Option
The Cisco Outbound Option application provides outbound dialing functionality along with the
existing inbound capabilities of Cisco Unified Contact Center Enterprise (Unified CCE, which
is documented as "IPCC Enterprise" in this guide). This application enables the contact center
to dial customer contacts and direct contacted customers to agents or IVRs.
With Outbound Option, you can configure a contact center for automated outbound activities.
Outbound Option Features
Outbound Option features include:
• Cisco Internet Protocol Contact Center (IPCC Enterprise) compatible dialer (page 9)
• Campaign management (page 9)
• Inbound/outbound blending (page 9)
• Predictive, Progressive, and Preview dialing modes (page 9)
• Real-time and historical reports (page 10)
• Personal callback (page 10)
• Call Progress Analysis (CPA) for answering machine, fax/modem, and answering machine
terminating tone detection (page 10)
• Transfer to Interactive Voice Response (IVR) (page 10)
• Sequential dialing (page 11)
• Cisco IP Contact Center Agent re-skilling (page 11)
• Abandoned and Retry call settings (page 11)
• Campaign Prefix Digits for dialed numbers (page 11)
• Outbound Option support on Cisco IPCC Hosted (page 12)
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Chapter 1: Outbound Business Concepts
Overview
• Outbound ECC variables support in Siebel 7.5.3 and 7.7 (page 12)
About Cisco Internet Protocol Contact Center (IPCC Enterprise) Compatible Dialer
Cisco IP Contact Center can be implemented in a single-site environment or integrated into a
multisite contact center enterprise. Some capabilities of IPCC Enterprise include intelligent call
routing, ACD functionality, network-to-desktop computer telephony integration (CTI), IVR
integration, call queueing, and consolidated reporting.
With IPCC Enterprise integration, customer calls are placed using the Cisco Voice Gateway,
using the Cisco Unified Communications Manager for call control.
Outbound Option on IPCC Enterprise provides a native multi-site outbound dialing solution.
About Campaign Management
Outbound Option supports advanced list management.
• Customer records can be assigned to multiple lists, which can be merged into a single
campaign.
• Pre-configured rules decide when the various lists are called.
• Agents are assigned to campaigns using skill groups.
About Unified Contact Center Software Management of Skill Groups
The Script Editor application controls the outbound mode of every skill group.
Dedicated and Blended Dialing Modes
• Dedicated mode: Designed for agents who will only make outbound calls.
• Blended mode: Allows agents to receive inbound calls and make outbound calls without
switching between Inbound/Outbound skill groups. (In Blended mode, inbound calls receive
precedence over outbound calls.)
Outbound Option maximizes performance in both pure outbound and blended modes.
Note: The skill group mode variable is only a setting and has no impact on how the Router
routes calls. If a skill group is set to Dedicated mode, you must also create a corresponding
routing script that uses the IF node to enforce the Dedicated mode. In other words, the IF node
must state that if the OutboundControl skill group setting is set to Dedicated, inbound calls must
not be routed to that skill group.
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About Outbound Option Dialing Modes
Outbound Option supports the following dialing modes:
• Preview
• Direct Preview
• Progressive
• Predictive
See Also
See the "Dialing Modes (page 17)" section for detailed information.
About Outbound Option Activity Reports
Outbound Option uses Unified CCE software reporting features provided by the WebView
application, including agent, campaign, dialer, and skill groups report templates created especially
for Outbound Option customers.
See Also
The reporting types are documented throughout this chapter, plus Chapter 5,
"Administrative/Supervisory Tasks (page 115)," provides details about how to read the reports.
Refer to the WebView documentation for detailed information about using this application.
About Callbacks
Depending on the Outbound Option campaign settings, a callback can be scheduled as a personal
callback or a regular callback.
See Also
See the "Callbacks (page 20)" section for more details.
About Call Progress Analysis (CPA)
Call Progress Analysis (CPA) uses a combination of call signalling and media stream analysis
to differentiate different types of calls.
See Also
See the "Call Progress Analysis (Answering Machine Detection) (page 29)" section for more
details.
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About Transfer to IVR
The transfer to IVR feature provides Outbound Option with another outbound mode. This mode
causes the Dialer to transfer every customer call associated with a specific skill group to a service
control-based IVR instead of an agent. This feature allows a contact center to run unassisted
outbound campaigns using pre-recorded messages in the Cisco Unified IP-IVR and Cisco Unified
Customer Voice Portal products.
See Also
See the "Transfer to IVR Campaigns (page 22)" section for more details.
About Sequential Dialing
The sequential dialing feature, accessed through the Campaign Call Target tab, allows you to
associate up to ten phone numbers per customer record.
See Also
See the "Sequential Dialing (page 22)" section for more details.
About Cisco IP Contact Center Agent Re-skilling
Cisco IP Contact Center agent re-skilling is an optional feature that allows IPCC call center
supervisors to login and change the skill groups for agents they manage. You can access this
feature using the IPCC Enterprise Agent Re-skilling Tool. It lets you change the skill group
designations of agents on your team, and quickly view skill group members and details on
individual agents. Changes you make to an agent’s skill group membership take place
immediately without need for the agent to exit and re-enter the system.
See Also
See the "Agent Re-skilling (page 121)" section in Chapter 5, "Administrative/Supervisory Tasks,"
for more details. Refer to the Agent Re-skilling Tool online help for information about using
the agent re-skilling feature.
About Abandoned and Retry Call Settings
The Campaign component contains fields to support abandoned and retry calls.
See Also
For detailed instructions on how to configure abandoned and retry call settings, see the Outbound
Option online help.
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Overview
Campaign Prefix Digits for Dialed Numbers
The Campaign prefix digits field, which is available on the Campaign General tab in the
Campaign component, allows you to configure prefix digits for dialed numbers in campaigns.
If you configure a prefix, it will be inserted before the Dial prefix for all numbers dialed in a
campaign. This prefix allows an administrator to create campaign-specific Unified CM translation
patterns, which you can use to tailor the Automatic Number Identification (ANI) seen by a
customer. For example, all customers dialed from Campaign A will see a caller ID of
“1-800-333-4444,” while all customers dialed from Campaign B will see a caller ID of
“1-800-555-1212.”
See Also
See the online help for more information about the Campaign prefix digits field. See the
"Creating a Campaign (page 94)" section in Chapter 4, "Configuring Campaigns and Imports,"
for more details about using this field when creating a campaign. Refer to the Unified CM
documentation for detailed information about translation patterns.
About Outbound Option Support on Cisco IPCC Hosted
Outbound Option support on Cisco IPCC Hosted Edition is available, but this release still
requires Outbound Option to be deployed on a distinct CICM instance platform (meaning that
Outbound Option will not be shared among customers—each needs to have their own dialer,
etc.).
See Also
Refer to the Cisco IPCC Hosted Edition documentation set for more details.
About Outbound ECC Variables Support in Siebel 7.5.3 and Later
Releases 7.5.3 and later of the Cisco Unified CRM Connector for Siebel (formerly called the
CTI Driver for Siebel) provide support for Outbound Option.
See Also
Refer to the Cisco Unified CRM Connector for Siebel guide for detailed information about the
ECC variables support for Outbound Option.
How the Concepts Presented in This Chapter Relate to Each Other
The following figure shows the component relationships within Outbound Option.
Note: The following figure and table only describe Outbound Option Components and concepts;
they do not describe the Outbound Option process.
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Figure 1: Outbound Option Component Relationships
Note: Items outlined in blue indicate they are configured by the user.
Table 1: Relationships Between Outbound Option Component Concepts
Concept
Description
Import
Defines when and how Outbound Option reads in a user-generated list of customers to
call and customers who should not be called.
Note: See the "Imports (page 15)" section for more details.
Query Rule
Set of criteria for selecting customer contacts from a customer list.
Note: See the "Query Rules (page 17)" section for more details.
Campaign
Defines the collection of query rule-generated dialing lists associated with agent skill
groups, and maps the contacts to a call with the agent skill groups.
Users create the agent skill groups and associate them to 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.
Note: See the "Campaigns (page 17)" section for more details.
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Concept
Description
Skill Group
Defines a selection of agents to be used in a campaign. Each skill group can only have
one campaign assignment, but a campaign can service multiple skill groups.
Outbound agents are tied to the campaign by their skill group association. Agents might
belong to multiple skill groups and thus be part of multiple campaigns.
The campaign associates dialing lists with specific skill groups, but the campaign can
not associate a specific dialing list to a specific skill group unless there is only one dialing
list and one skill group in the campaign.
Note: See the "Campaign Skill Groups (page 26)" section for more details.
Agent Controller/Agent
Peripheral (PG)
A collection of agents and skill groups that are bound to a specific Cisco Unified
Communications Manager (Unified CM). The Dialer is bound to serve the group of agents
in a specific call center site. (For experienced IPCC Enterprise users, this document uses
the term agent controller as another way to convey agent peripheral.)
Note: See the "Agent PG (page 38)" section in Chapter 2, "Architectural Overview," for
more details.
Dialer
An Outbound Option component that places Outbound Option calls. It is associated with
the agent controller 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 controller.
Note: See the "About Outbound Option Dialer Component (page 35)" section in Chapter
2, "Architectural Overview," for more details.
Customer List
List of contact information that you provide during import.
Contact List
An internal table, to which an import applies a query rule to determine which records to
insert in the dialing list. There is one Contact List for each import.
Note: See the "Contact List Imports (page 15)" section for more details.
Dialing List
The list of customer contacts that Outbound Option dials to make outbound calls. There
is one dialing list for each campaign query rule.
Each campaign query rule combination results in a unique dialing list.
Only one dialing list will be active at a time for a particular campaign. Whenever a dialing
list is active, it will be distributed to all skill groups in the campaign. A specific dialing
list can not be mapped to a specific skill group in a campaign.
Note: See the "Dialing List (page 124)" section in Chapter 5, "Administrative/Supervisory
Tasks," for more details.
Using some of the terms listed above, the following example demonstrates what happens during
an Outbound Option import:
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Imports
1. Outbound Option imports the user's customer list into an internal table of customer contacts.
2. While the import process continues, data is selected from the customer contact into dialing
a dialing list using a query rule filter.
3. Outbound Option reads in records from the dialing list for the campaign, and sends records
to dial to dialers co-located on peripherals where associated skill groups are configured.
Note: See the "Creating a Campaign (page 94)" section in Chapter 4, "Configuring Campaigns
and Imports," for details on the sequence of events that occur during a campaign creation.
Imports
You can import a list of customer contact information and a list of customers who should not
be called. You can configure Outbound Option to import both types of lists either by continuously
polling or at scheduled intervals. You can also specify that imported lists should replace 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 have been identified as off-limits for outbound
calling. This list may include numbers from the federal DNC list, as well as numbers from
customers who have specifically requested not to be contacted. Entries in the Do Not Call list
will not be dialed even though they are included in a contact list. The DNC list is shared across
all campaigns, and only contains phone numbers. The campaign validates that a number in the
dialing list is not in the Do Not Call list before sending it to a Dialer, which the solution checks
at the last minute before actually placing the call. You can update a Do Not Call list while a
campaign is running, which will immediately take effect on records that have not been sent to
a Dialer. Records already sent from the Campaign Manager to the Dialer will not be affected,
as those records are beyond the Campaign Manager's control.
Do Not Call imports are validated for improper formatting and field lengths during the import
process. Invalid records are flagged and written to an error file.
See Also
See the "Creating a Do Not Call List (page 122)" section in Chapter 5,
"Administrative/Supervisory Tasks."
Contact List Imports
The contact list import reads in a user-generated text file of customer contacts and associated
phone numbers and places it in an internal contact table. Like Do Not Call imports, there is a
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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/time the import occurred.
Phone numbers without prefix matches are not placed in a file.
You can add additional business-specific attributes to the contact list import file before the
import occurs. This allows for segmentation of the campaign using a query rule. In this way, a
single import can contain records for multiple dialing lists for the same campaign; however, do
not include the campaign customer contacts in multiple dialing lists because this might dial the
same customer twice.
Note: See the "Adding Attributes to a Contact List (page 123)" section in Chapter 5,
"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. This is done by matching phone numbers to region prefix strings. If any of the
phone numbers for a contact does not match a configured region prefix, it will use the default
time zone data configured for the campaign.
Import Rule Reporting
The same import rule reports are used for Do Not Call and Contact List imports. The reports
display an historical view of when imports were done, the number of records imported, and the
number of records that were considered invalid due to length constraints or improper formatting.
For contact list imports, the reports also provide insight into the number of contacts that were
assigned with the default time zone information for the campaign, as well as the number of
contacts that were actually imported into the dialing list after the query rule and format validation
was performed.
Figure 2: Import Rule Report Example
See Also
See Chapter 5, "Administrative/Supervisory Tasks (page 115)," for detailed information about
Outbound Option reports.
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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 the purposes of 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 a configured time limit,
or a number of records attempted (referred to as penetration), time of day, or current hit rate
across the query rule. The query rule will also automatically switch to another available query
rule if it runs out of numbers that are ready to be dialed now.
Campaigns
A campaign is made up of one or more query rule-generated dialing lists and one or more
campaign skill groups. Outbound Option reads in contacts from the dialing list associated with
the active query rule for the campaign, and directs dialers to place calls to customers. The Dialer
then directs contacted customers to agents (agent campaigns (page 20)) or IVRs (unassisted
tranfser to IVR campaigns (page 22)) in the campaign skill group for appropriate customer
treatment.
You can create or modify campaigns using the Outbound Option Campaign component, where
you define or modify the settings that apply to a campaign. You can also add or delete a campaign
using the Campaign component.
You can define two types of campaigns, agent-based and transfer to IVR; however, only one
campaign type can be configured per campaign.
Note: See the "Creating a Campaign (page 94)" section in Chapter 4, "Configuring Campaigns
and Imports," for more details.
Dialing Modes
Outbound Option supports the following dialing modes:
• Preview: Agent previews the contact information on the desktop before deciding whether
this contact should be dialed or not, then the agent can decide to skip to the next contact.
Once the agent accepts a contact, the call is placed by the Dialer so that the agent gets the
benefit of Call Progress Analysis (CPA), but the agent does not hear the ringing.
Note: Agents cannot place calls from their desktop (phone); only the Dialer can place calls.
During a personal callback, the Dialer places the call and the assigned agent receives a screen
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pop on their desktop before the number is dialed, so the agent can decide if the call can be
placed at that time.
In Preview mode, if the call is skipped or rejected by the agent, the record is marked "R" for
retry and is sent to another agent based on the No answer setting in the Campaign
configuration. For example, if the No answer parameter is two hours, then the skipped or
rejected record is presented to another agent after two hours.
Note: The Preview and Direct Preview dialing modes only apply to agent campaigns as they
require agent interaction, and only dial one line per agent.
• Direct Preview: Similar to the Preview mode, except that the call is placed from the agent’s
phone once the agent accepts. This dialing mode also avoids the possibility of abandoning
calls and answering machine detection 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 using these dialing modes.
• Predictive: The Dialer adjusts the number of customers to dial per available agent (or IVR
port for a transfer to IVR campaign).
As in Progressive mode, when multiple customers answer the calls placed for a single agent,
secondary answers could be transferred to another associated agent in the campaign, or sent
to the configured IVR for abandon treatment and possible queuing if no agents are available.
If no agents or IVR is available, the call will be dropped without treatment.
A Predictive Dialer is designed to increase agent utilization in a call center. To increase the
chances of reaching a customer, a Predictive Dialer dials several phone lines per available
agent. The goal is to dial enough lines to keep the agents busy while not exceeding the
configured maximum abandoned call rate. An abandoned call occurs when a customer answers
the phone, but no agent is available to talk to them. In some cases, the abandoned call rate
is limited by government regulations (typically, less than 3% for telemarketing calls). In
Predictive mode, the Dialer increases the number of lines used per agent until the Abandon
Rate is close to the preconfigured maximum Abandon Rate. At this point, the Dialer stabilizes
the Lines Per Agent to keep the Abandon Rate below the preconfigured maximum. If the
Abandon Rate goes above the maximum, the Dialer will lower the Lines Per Agent.
If the hit rate spikes upward very sharply during the campaign, it can cause the Abandon
Rate to exceed the daily Abandon Rate target. An example would be the hit rate changing
from 10% to 30% in a few minutes. It is very diffcult for the Predicitve Dialer to cope with
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hit rate changes of this magnitude and still keep the Abandon Rate under the daily Abandon
Rate target.
Note: Because there is typically a wide variation in how long each phone call lasts, this 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 (that is, if the dialing list for the campaign runs out of records), agents who remain
reserved are released. The same action occurs if the skill group mode is switched to "Inbound."
In Predictive or Progressive mode, agents are released when the following conditions occur:
• A successful live call was transferred to the agent (the reservation call will be dropped).
• There are no more records in the Contact List for the campaign that the agent is working on.
• The agent’s skill group mode changes from Predictive/Progressive mode to Inbound mode.
Once the reservation call is dropped, the agent goes into wrap-up or available mode depending
on the Unified CCE Agent Desk Setting configuration.
In Preview mode, each preview call is associated with the agent who accepted the call. In this
mode, agents are released when the following conditions occur:
• The agent rejected the preview call (if the agent decides to skip the call, that agent remains
reserved).
• A successful live call was transferred to the agent (the reservation call will be dropped).
• The contact number was busy, was not answered, or an answering machine was detected and
answering machine detection was enabled.
• The outbound call could not be successfully transferred to the agent (this might be due to
any failure on the switch or to an Unified CCE software problem).
Once the reservation call is dropped, the agent might go into wrap-up mode (after call work),
if the agent is a manualIN agent. (The Outbound Option Dialer does not automatically set the
agent to ready mode.)
As soon as an agent goes into the Ready state, that agent might receive another call if there are
more records.
Masking Caller ID by Campaign
Outbound Option allows you to configure up to five 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. This prefix allows an administrator to create campaign-specific Unified
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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.
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 and places a reservation call once it sees
an agent is available, so that the contact center knows that this agent is reserved. Once the agent
is reserved, the Dialer places outbound calls to customer contacts using the dialing mode that
was set for the campaign skill group. Once the Dialer identifies a customer, the call will be
transferred to the agent, and the reservation call will be dropped. The agent is expected to stay
on the reservation call until a customer call is reached to avoid the possibility of abandoned
calls.
The agent still has the opportunity to mark the call as a wrong number, wrong party, or to
schedule a callback for later which would not close this record out. If more than one line was
dialed for the agent, and more than one of those calls are answered by customers, the first call
will be assigned to the agent. Then the Dialer needs to decide what to do with the second
answered call. If another agent is reserved in the campaign, it will be transferred there. Otherwise,
the call will be transferred to the IVR(s) configured in the Abandon to IVR setting for the
campaign skill group. If no IVR was configured, then the call is dropped with no treatment. It
is strongly recommended that the Abandon to IVR setting be set up to avoid Dialer abandons.
Once calls are sent to the IVR, prompts can be played, data collected, and the customer can be
redirected to a properly skilled agent anywhere in the enterprise contact center.
Callbacks
When the system contacts a customer and transfers the call to an agent, the customer has the
option to request being called back at a later date and time. The agent enters the date and time
the customer would like to be called into their agent application, and the call is scheduled for
callback.
Note: The callback number can be different from the number originally dialed.
If an agent is skilled for a predictive campaign and schedules a callback for that campaign, the
callback for that campaign will be handled in Predictive mode as well (callbacks are handled
in the same mode as the campaign type).
Depending on the Outbound Option campaign settings, a callback can be scheduled as a regular
callback or a personal callback.
• Regular (page 21) callbacks can be handled by any agent assigned to the campaign, where
the customer is called back using the configured campaign mode.
• Personal (page 21) callbacks allow the customer to receive a callback from the agent they
spoke to when they were first contacted, and the customer is called back using a similar mode
to the Preview dialing mode.
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Callbacks on personal callbacks are handled in the associated campaign mode.
About Regular Callbacks
Regular callbacks can be handled by any agent assigned to the campaign.
The callback time is not constrained by the campaign dialing times. CallbackTimeLimit (15
minutes by default and configurable in the registry) determines the time range when the callback
can occur.
The callback time will be rescheduled for a later time if the Dialer is unable to reach the customer
because of a busy signal or ring no answer, for example.
The CallbackTime limit might be exceeded if no agents are available. If the CallbackTimeLimit
has been exceeded and RescheduleCallback (1 by default and configurable in the registry) is
enabled, the record returns to the Pending state at TimeToResetDailyStats (00:30 by default
and configurable in the registry).
About Personal Callbacks
The Outbound Option personal callback feature allows scheduling customer callbacks for
specific agents, so that customers receive callbacks from the same agent who spoke with them
initially.
This feature is very similar to Preview mode in that an agent reservation occurs first. When the
agent is reserved they can either accept the customer call or reject it. (The Skip option is not
available.) Clicking Close sets the BAResponse variable to indicate a close operation, which
closes out the record so that it is not dialed again.
Note: Personal callbacks are not dependent on a particular campaign, and do not require a
campaign to be running when the call is placed. This allows personal callbacks to work together
with active campaigns containing either predictive or preview skill groups. Agents scheduled
for a personal callback can be logged in to any inbound, outbound, or blended skill group at the
time of the callback. The callback agent must be logged in with the same agent ID that was used
to schedule the callback. Be aware that only one dialer on a particular peripheral is assigned
personal callback records.
The following actions can take place during a personal callback:
• If the specified agent is not logged in at the designated callback time, but then logs in within
the callback time period, Outbound Option reserves the agent and places the callback.
• If the specified agent is on an existing call and is unavailable during the entire callback time
period, the personal callback fails and the call is rescheduled or abandoned based on the
configuration setup.
• If the customer cannot be reached during the specified callback time, the call is rescheduled
or abandoned based on the configuration setup until the specified maximum number of
attempts has been exhausted.
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• If the Outbound Option Dialer detects an answering machine response during a personal
callback, the call is still transferred to the scheduled agent. This allows the agent to leave a
message and/or reschedule the callback for another convenient time.
• If the required agent is not available, the callback will take one of the following configured
actions:
– Another agent is reserved for the callback using the dialed number of the associated
campaign skill group.
– The callback is rescheduled for the same time on the following day.
– The callback is abandoned.
Note: Customer records can be inserted directly into the Personal Callback List to support
scheduling calls between agents and customers for a specific date and time, but it requires special
integration with third-party applications to import these records. See Appendix F, "Scheduling
Contacts Between Customers and Specific Agents (page 191)," for detailed information.
Transfer to IVR Campaigns
A transfer to IVR campaign, also known as an unattended or unassisted campaign, can send
both live customer and answering machine calls to IVRs for customer treatment. This customer
treatment can include playing prompts, collecting data from the customer, and redirecting the
call to applicable agents anywhere in the contact center enterprise.
The configuration allocates the maximum number of IVR ports that you want to use for transfer
to IVR campaigns, and it will attempt to keep them all busy within the dialing constraints.
Either Progressive or Predictive modes can be used to dial an unattended campaign. You can
play a different prompt for a live customer or answering machine.
Note: You can not use the transfer to IVR feature in the Direct Preview mode or the regular
Preview modes.
Dialing Order
Outbound Option will initiate contacts for a campaign based on ordering in the imported contact
list. This order is not changed during the import.
Each number for the contact will be dialed once, in the order they are configured (on the Call
Target tab in the Campaign configuration) and imported in the contact list and before any of
the numbers for that contact numbers are retried.
See Chapter 4, "Configuring Campaigns and Imports (page 83)," for more information.
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Campaigns
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 both zones.
Callbacks, Retries, and Pending Contacts—Who Gets Priority?
The contact priority order is as follows:
• Top priority is given to customers who have requested callbacks. This ensures they are called
at the time that the customer requested.
• Retries get second priority. A contact will be marked for retry after all of the numbers
associated with the contact have been tried once, and one or more of those numbers had a
call result configured for retry.
• Pending contacts get third priority. A customer record is considered to be pending until all
of its eligible phone numbers have been tried once.
Note: The default priority order can be changed by setting the PendingOverRetryEnabled registry
setting to 1 in the Campaign Manager, so that all numbers and records are tried once before
retries are attempted. See Appendix A, "Registry Settings (page 159)" for detailed information.
Campaign Reporting
The query rule call activity and pending record reports are available as campaign rollups for
multiple query rules within a campaign.
There are also consolidated reports available, which attempt to blend campaign call activity
reporting information with skill group performance reports to give a better overall view of the
business activity. Because it is mixing data from different reporting engines in a single report,
there are a few caveats that are described in the reports themselves. These reports provide a
rough overview of agent activity, average time between calls, abandon rate, etc.
Campaign Query Rule Reporting
There are two general categories of campaign query rule reports:
• One category of reports indicates the number of records closed, in Pending state, and total
records in the query rule’s dialing list.
For example, the camqry20 report, Campaign Consolidated Half Hour Report, shows the
overall view of how the system is running, and can be used for troubleshooting why agents
are idle.
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Chapter 1: Outbound Business Concepts
Campaigns
Figure 3: Campaign Consolidated Half Hour Report
• A second category of reports provides different views into the call result activity. It breaks
down call results into about a dozen categories.
For example, the camqry14/15 reports, Breakdown of Attempts (%) per Campaign Half Hour
Report/Breakdown of Attempts (%) per Campaign Daily Report, show the breakdown of
attempts (in percentage) of each campaign for the selected time period.
Figure 4: Breakdown of Attempts (%) per Campaign Half Hour Report
Figure 5: Breakdown of Attempts (%) per Campaign Daily Report
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Campaigns
See Also
Refer to the Reporting Guide for Cisco Unified ICM Enterprise & Hosted for detailed information
on campaign query rule reporting.
Transfer to IVR Reporting
The campaign and query rule call activity reports display accurate call activity for calls that are
not transferred to IVR. Calls transferred to IVR will simply be counted as being transferred to
an IVR, but the campaign and query rule activity reports will not display what occurred after
the call was sent to the IVR. If calls are queued and transferred back to an agent, they will be
treated as new inbound calls in the reports.
Figure 6: IVR Ports Performance Half Hour Report - IVR Example
See Also
See the "Blended Campaign Skill Group Reporting (page 27)" section for more information
on this type of reporting.
Call Type Reporting
The call type is an IPCC Enterprise concept that maps a route point dialed number to a routing
script. It is also a very useful reporting object for the enterprise to describe all calls that traversed
a specific routing script. The call type mostly applies to inbound traffic in the call center because
the Dialer does not use the routing script when placing outbound calls. However, Outbound
Option does use routing scripts to reserve agents and to transfer calls to the IVR, so that it can
provide some insight into how calls are being routed.
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Chapter 1: Outbound Business Concepts
Campaign Skill Groups
Figure 7: Call Type Half Hour Report Example
See Also
See Chapter 5, "Administrative/Supervisory Tasks (page 115)," for detailed information about
Outbound Option reports.
Campaign Skill Groups
A campaign skill group describes the resource pool for a campaign, and provides the necessary
information for managing the campaign. For larger enterprise deployments with multiple contact
center sites, skill groups are associated with a specific contact center site, which might have
different hours of operation and different IVR equipment. Dialing Mode is a skill group attribute,
so that contact center skill groups can be opened and closed at different times for shared
campaigns using IPCC Enterprise administrative scripts.
The Dialer uses campaign skill groups to monitor resource availability. With agent campaigns,
it is looking at the number of available agents. With Transfer to IVR campaigns, the Dialer is
looking at the number of calls in queue for the associated campaign skill group to make sure it
has not reached its quota of configured IVR ports.
Each Dialer is associated with a peripheral (PG). The Dialer monitors skill groups associated
with its own peripheral for resource availability and requests records for campaigns associated
with those skill groups.
The Dialer will only place calls on behalf of agents located on its PG.
Note: One campaign could be served by multiple dialers if one or more skill groups from each
peripheral is assigned to the campaign. This allows campaigns to be site-specific or shared
across the enterprise depending on the configuration.
Smaller Skill Groups
Predictive mode campaigns are more efficient when there are more resources (more agents for
an agent campaign; more IVR ports for a transfer to IVR campaign) in a given campaign skill
group. The Dialer adjusts its dialing rate based on the number of abandons in a set number of
calls. The more frequently calls are placed, the more often it can adjust the dialing rate. The
Dialer has a very difficult time making accurate adjustments frequently enough when there are
less than 10 agents in the campaign.
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Campaign Skill Groups
Blended Campaigns/Skill Groups
Blended campaigns are campaigns in which agents take inbound calls and outbound calls at the
same time. The inbound program can use the same or different skill group as the outbound
campaign skill group. The inbound calls will generally get priority in two ways. First, the
campaign skill group can be configured to utilize a percentage of active agents, reserving the
rest for inbound calls. And secondly, if an inbound customer is in queue, blended agents will
not be reserved for the blended campaign.
An agent on an outbound reservation call will not be interrupted with a routed inbound call.
The agent reservation call is not terminated until the agent does so or the campaign is closed
out for that skill group, or until the Dialer times out the reservation. An agent on a reservation
call may be interrupted by an internal call. This will normally result in a dropped reservation
call, and since the Dialer is dialing customers for that agent it may also result in abandoned calls
if no agents become available.
Agents Skilled for Multiple Active Campaigns
Agents can be skilled for multiple active campaigns. Because of the way the Dialer reserves
agents, this will normally mean that one of the campaigns will win in the race to find an available
agent when agents become available.
For example, assume you have an agent in three active campaign skill groups. That agent
becomes available in all three skill groups at the same time. The Dialer monitoring at the skill
group level for the number of available agents will send up three reservation requests, one for
each associated campaign skill group. In such a case, the request by the first campaign skill
group in the Dialer's memory gets priority over the other requests. Over time, this can result in
an imbalance of agents between skill groups
A work around for this is to queue reservation calls similar to what is often done for personal
callbacks. This will insure that reservation requests in the second and third campaign skill groups
will be serviced first the next time an agent in that skill group becomes available. In that way,
calls will be evenly distributed across each of the active campaigns when agents are skilled for
more than one of them.
See Also
See Chapter 4, "Configuring Campaigns and Imports (page 83)," for more details.
Campaign Skill Group Reporting
Skill Group reports provide information on agent activity for outbound and inbound agents.
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What Time Is It? Customer Time Versus System Time
Blended Campaign Skill Group Reporting
If the same skill group is used for both inbound and outbound, then the campaign consolidated
reports will provide a consolidated overview of business activity for both inbound and outbound
calls.
Figure 8: Campaign Consolidated Half Hour Report - Blended Example
See Also
See Chapter 5, "Administrative/Supervisory Tasks (page 115)," for detailed information about
Outbound Option reports.
What Time Is It? Customer Time Versus System Time
This section helps identify when the customer's time zone is used in Outbound Option activities
versus when the system time is used.
Customer Time
When dialing for a campaign, Outbound Option will attempt to dial customers during configured
campaign times based on customer time zone. Each campaign has two dialing zones, so that
you can separate out which numbers you want to dial during business hours from numbers you
want to dial after hours or on weekends.
Note:
• Since Outbound Option uses area code prefixes to determine the time zone, it might dial
customers using wireless phones or VoIP phones in a different time zone according to the
configured area code/time zone mapping.
• Outbound Option does not support half-hour time zones; however, as a work-around you can
configure campaigns to start a half hour early or late.
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 IPCC Enterprise system has a configurable
region prefix database with phone number prefixes, assigned time zone offsets, and whether
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Call Progress Analysis (Answering Machine Detection)
or not they observe daylight saving time. The import uses this to associate time zone offsets
with customers, so that when the campaign is searching for records in the active query rule’s
dialing list it is considering time zone offset when looking at which contacts are appropriate to
dial now. But this does not manage when daylight saving time changes from time zone to time
zone. This change is managed at the campaign level, so that campaigns can not attempt to contact
customers in time zones that observe daylight saving time, but switch over on different calendar
dates.
For example, the United States is comprised of time zone regions that do not observe daylight
saving time, or switch over on the same day. But a campaign that is dialing Houston, Texas and
Mexico City, Mexico might have a problem since these locations would change over to daylight
saving time on different days.
If a contact’s number does not match any of the configured region prefixes, then the campaign’s
default time zone offset will be assigned. If all of the customers are in one time zone, then
configuring the region prefix information is not necessary.
Outbound Option receives its list of daylight saving zones from the Microsoft Operating System.
Make sure that all Outbound Option components as described in Chapter 2, "Architectural
Overview (page 31)," have the same version of the MS OS installed for proper handling of any
new time zones. Also, make sure that the Logger and AW machines have the latest time zone
update for Microsoft Windows operating systems, or at least have the same time zone patches
from Microsoft.
System Time
The system time refers to the time used in scheduled imports. It also refers to the query rule
time of day switching of contact lists, which is based on the time at the Central Controller.
Call Progress Analysis (Answering Machine Detection)
Call Progress Analysis (CPA) uses a combination of call signalling and media stream analysis
to differentiate different types of calls.
• Fax/modem detection looks for specific tones in the media stream.
• Voice detection looks for alternate voice and silence patterns in the media stream after the
call has been connected.
• Answering Machine Detection (AMD) uses media stream analysis to look for a longer voice
stream with minimal silence periods. (An option is available that searches for terminating
tone detection.)
• Operator Intercept relies on call signalling network identification. It does not analyze the
media stream looking for specific tri-tones.
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Call Progress Analysis (Answering Machine Detection)
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 messsages from Unified CM and handles call classficiation
based on them.
Answering machine detection takes into account speech patterns and silence between identified
voice patterns, to differentiate between live voice and answering machine recording and
background noise. There are a few configuration parameters in the Dialer registry that can be
modified to change the amount of silence or the expected time of greeting depending on the
business need. Accuracy levels will depend on various factors, such as campaign list quality
and phone number types called.
See Also
See the "Creating a Campaign (page 94)" section in Chapter 4, "Configuring Campaigns and
Imports," for more information.
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Chapter 2
Architectural Overview
This chapter, intended for system administrators/administrators, provides an overview of the
Outbound Option architecture.
The Outbound Option Dialer component is designed to maximize resources in a contact center
by dialing several customers per agent. After reaching a live contact, the Outbound Option
Dialer component transfers the customer to an agent along with a screen pop to the agent’s
desktop. To optimize use of available agents, the Outbound Option Dialer component calculates
the average amount of time an agent waits to receive a call and the average call handle time per
agent. With this information, the Outbound Option Dialer component calculates the number of
lines to dial so that agent wait time is kept to a minimum.
This chapter contains the following topics:
•
•
•
•
Unified CCE Software Overview, page 31
Outbound Option Software Components, page 32
Outbound Option Scripting, page 46
Fault Recovery, page 47
Unified CCE Software Overview
This section provides a high-level overview of Unified CCE software (formerly ICM software),
which must be installed/configured before installing Outbound Option.
Note: See Chapter 3, "Installing Outbound Option (page 49)," for detailed information about
installing Unified CCE and Outbound Option software.
Before installing Unified CCE software, the computers must have the Microsoft Windows
operating system and, for some components, Microsoft SQL Server database management
software installed. Also, ensure that there is enough disk space available on each computer to
install the Unified CCE component.
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Outbound Option Software Components
Refer to the Hardware and System Software Specification (Bill of Materials) for Cisco Unified
ICM/ Contact Center Enterprise & Hosted, Release 7.5(x) (located on the Cisco web site (http:/
/www.cisco.com/en/US/products/sw/custcosw/ps1001/tsd_products_support_series_home.html))
for details about operating system and software requirements.
Unified CCE software consists of the following components:
• CallRouter. The component of the Central Controller that makes routing decisions. It gathers
and distributes data from and to remote sites.
• Logger. The component of the Central Controller that controls the central database.
• Admin Workstation. The user interface for Unified CCE software. An Admin Workstation
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.
The Unified CCE CD-ROM contains the software for all of these components. Install the
components from the ICM 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. Admin Workstations
can be installed at a central site, a call center, or at a separate admin site.
Note: If you plan to use Cisco Security Agent, which Cisco highly recommends, you must
always use the default directories when installing any software on a server. You need not choose
the default disk drive if an option is available (for example, C: or D:), but you must use default
directories.
Outbound Option Software Components
This section provides details about the server processes of the Outbound Option application:
• Campaign Manager: Manages lists.
• Outbound Option Import: Reads customer import files and generates database lists.
• Outbound Option Dialer: Maximizes the resources in a contact center by dialing several
customers per agent. This component resides on the PG server, where it does the following:
– Dials customers
– Reserves agents
– Performs call classification
– Calculates agent availability
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– Keeps outbound dialing at a level where the abandon rate is below the maximum allowed
abandon rate
The Outbound Option components comprise the user interface where configuration data can be
entered. This configuration data is used by the Outbound Option server processes to configure
campaigns.
Outbound Option Component Relationships
The following figure shows the component relationships within Outbound Option. These
relationships include the Unified CCE software components that Outbound Option uses.
Figure 9: Outbound Option Network Component Relationship
About Outbound Option Campaign Manager Component
The Campaign Manager component, which resides on the ICM 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 4, "Configuring Campaigns and Imports (page
83)."
• Distributing configuration data to the import process and all available dialers in the system.
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• Collecting real-time and historical data and sending it to the ICM CallRouter.
• Manages the Do Not Call list and ensures no records on it are sent to the Dialers.
• Performs record queries based on the following order:
– Callback
– Retry Zone1
– Retry Zone2
– Pending Zone1
– Pending Zone1 DST
– Pending Zone2
– Pending Zone2 DST
Based on this order, the Retry record's priority is higher than Pending record. However, the
Pending record's priority can be set above the Retry record by setting the
"PendingOverRetryEnabled" registry key to 1 (default is 0). If the value is set to 1, the record
query order would be:
– Callback
– Pending Zone1
– Pending Zone1 DST
– Pending Zone2
– Pending Zone2 DST
– Retry Zone1
– Retry Zone2
See Also
See Appendix A, "Registry Settings (page 159)," for detailed information about the
PendingOverRetryEnabled registry setting. Refer to the ICM Administration Guide for Cisco
Unified ICM/Contact Center Enterprise & Hosted for more information about the ICM Central
Controller.
About Outbound Option Import Component
The Outbound Option Import component, which resides on the ICM Logger, is responsible for
importing a customer’s contact list that the Outbound Option Dialer component uses to contact
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customers. In addition, Import component uses the scheduling configured in the Outbound
Option components to process the imports scheduled for a particular date and time.
The Import component imports a Contact list, which contains the phone numbers Outbound
Option dials.
When the Import component processes an import, the following steps occur:
1. Import a Contact list into a table.
2. Build a dialing list for a campaign.
3. Perform region prefix matching.
Note: Outbound Option can continue to run a campaign while an import is in progress; however,
some of the campaign’s query rules might be disabled.
About Outbound Option Dialer Component
The Outbound Option Dialer component, which resides on the PG server, does the following:
• Dials customers using Unified CM and voice gateways
• Reserves agents via the Media Routing (MR) interface
• Performs call classification
• Calculates agent availability by monitoring campaign skill groups via the CTI Server interface
to the agent PG
• Transfers answered customers calls to reserved agents
Dialer Port Allocation
The Dialer component reserves agents when it sees agents have become available. The Dialer
requests skill group statistics from the agent PG every two seconds, and it attempts to reserve
agents based on the number of available agents and the number of dialers active for this PG. If
there are two dialers, each dialer attempts to reserve no more than half of the available agents.
If there is only one agent left, then both dialers will attempt to reserve the agent, but since the
dialers are not synchronized, the first dialer to see the available agent will reserve it. It is not
uncommon for under-utilized dialers to end up with one dialer getting more use than the others
only because one dialer is more likely to see an agent become available. For example, one dialer
ends up getting more agents than the other dialer because both dialers ask every two seconds.
If Dialer 2 always asks about agent availability right after Dialer 1, then Dialer 1 is always ahead
on requesting agents and reserves more agents. Unless the agent becomes available after Dialer
1 asks, Dialer 2 will get less reservations.
Note: Load balancing between dialers increases as they get busier service for larger or multiple
campaigns.
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The Dialer component allocates available dialer ports based on need. Campaign skill groups
with more available agents and/or that are dialing more lines per available agent will get a
greater percentage of the available ports. For example, in a two-dialer system, if one campaign
is dialing three lines per agent with six available agents, the Dialer reserves nine ports for dialing,
plus three ports to reserve agents since it is sharing agent resources with its dialer peer. If multiple
campaigns are active and there is a greater need than ports available, then ports will be distributed
proportional to the lines per agent times the available agents for each campaign.
Each dialer checks agent availability making reservation requests based on skill group statistic
refreshes that occur every two seconds. When skill groups for multiple campaigns are active
for one or more of the same agents, then one campaign will always reserve that agent(s). You
can avoid this situation by scripting the reservation scripts to queue reservation calls using the
same mechanism described for queuing personal callback reservation requests. This resolution
ensures a more even distribution of calls for active campaigns that share a common agent pool.
For example, in the following scenario where there are two campaigns in progress:
• Campaign 1 has four available agents and is dialing two lines per agent, which has a relative
weight of eight (two lines each for four agents).
• 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 there are only nine ports left.
Therefore, the following happens:
• Campaign 1 would get 2/3 of the remaining ports, or six of the remaining ports.
• Campaign 2 would get 1/3 of the remaining ports, or three of the remaining ports.
• The Dialer will begin dialing with the ports it has, and will assign newly available ports to
the campaigns once new ports become available.
Port Allocations for Campaign Modes
Preview, Predictive, and Progressive campaigns require at least two ports to place any calls
because they require at least one port to reserve the agent and one port to dial the customer. The
maximum number of active campaigns that can be dialing on any one Dialer is 48.
Transfer to IVR and Direct Preview calls only require one port. Transfer to IVR calls do not
reserve the IVR port before dialing, and Direct Preview calls use the agent's phone to place the
call.
Outbound Option Dialer Process Flow
The following figure displays a call flow for an agent-based campaign.
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Figure 10: 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 via the CTI Server and then automatically
places that reservation call on hold.
6. The Dialer initiates the customer call via Unified CM and voice gateway.
7. If call progress analysis is configured, the Dialer process will analyze the RTP stream to
detect a live answer (or answering machine detection). When a live answer is detected,
the Dialer immediately initiates a transfer of the call (along with call context for screen
pop) to the next reserved agent extension from the list maintained by the Dialer. Similarly,
if answering machine detection is enabled, the call can be transferred to the agent, to an
IVR, or dropped. The transferred call will arrive on a second line appearance on the agent
IP phone (thus a second line appearance for the Unified CCE extension in Unified CM
must be enabled for Unified OUTDs).
8. The Dialer auto-answers the transferred call for the agent via the CTI Server, so that the
voice path between the customer and the agent can be quickly established. This releases
the dialer port used to call the customer. The Dialer then hangs up the reservation call to
this agent. The Dialer also updates the Campaign Manager to indicate a live answer was
detected for this call. After the agent completes handling the outbound call, the agent can
be reserved for another outbound call via the same message flow.
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Transfer to IVR Call Flow
The following figure displays a call flow for an IVR-based campaign.
Figure 11: 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.
Peripheral Gateway (PG)
The peripheral gateways (PGs) are redundant in a SideA - SideB configuration with one side
active and the other side running in a standby mode waiting to be activated. As mentioned
earlier, the dialers are typically deployed 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
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the campaign skill group to determine when the Dialer component has reached its configured
limit of IVR ports for this campaign.
The agent PG also monitors all calls that the Dialer ports place. The Dialer uses the PG
representation of the call to push customer call context to the agent, and to provide dialer
information about call results so that the PG can report the outbound statistics properly for the
campaign skill group.
Campaign statistics and skill group statistics overlap in describing the number of outbound calls
that reach agents. The Campaign Manager collects and reports campaign statistics. The PG
collects and reports skill group statistics. It is not uncommon for the two reports to be off by a
call or two for a given half hour, but it will corroborate at the end of the campaign.
Media Routing PG
The Media Routing PG (MR PG) is the interface the Dialer uses to make route requests to the
Central Controller to find and reserve available agents. Each Dialer uses its own MR controller
(MR PIM), and a separate dialed number is configured to differentiate requests for different
campaign skill groups for agent campaigns.
In a Dialer deployment, the IVR and agent controllers (PIMs) are included in the agent PG using
the Generic PG or System PG deployment in order to allow the MR PG to be co-located. (Refer
to the Cisco Unified Contact Center Enterprise 7.5 Solution Reference Network Design (SRND)
and the Hardware & System Software Specification (Bill of Materials) for Cisco Unified
ICM/Contact Center Enterprise & Hosted, Release 7.5(x) for more details about agent PG
deployments.)
IVR
The Dialer uses the IVR for unassisted treatment of customer calls depending on campaign
configuration for abandoned calls, answering machine treatment in an agent campaign, or for
unassisted transfer to IVR campaigns.
IVR scripting is flexible in playing prompts to the user, collecting additional data, and can be
a queue point to wait for the next available agent.
Partition the ports accordingly when using the same IVR for inbound and outbound campaigns.
Do not use ports allocated for the transfer to IVR feature for inbound calls. 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 might hear a fast busy
or a ring no answer message. To avoid this situation, purchase enough ports for the IVR.
Note: The transfer speed is usually under two seconds, but is dependent on network design and
configuration.
Admin Workstation — Configuration
The Admin Workstation is an application where you can configure the IPCC Enterprise system.
Enable the tools for configuring Outbound Option by editing the AW setup.
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See Also
See the "IPCC Enterprise Outbound Configuration (page 51)" section in Chapter 3, "Installing
Outbound Option," for more details.
Admin Workstation — WebView
WebView is the standard IPCC Enterprise reporting interface. Enable the WebView reports for
Outbound Option by selecting the Outbound Option Support checkbox on the Admin
Workstation Client Properties window while installing the AW configuration and while installing
the WebView reports.
Note: WebView can also be located on its own server.
See Chapter 5, "Administrative/Supervisory Tasks (page 115)," for detailed information about
using WebView reporting with Outbound Option.
Dialer Reporting
The Outbound Option Dialer reports provide information about the dialer platform. These
predefined templates include information about performance and resource usage. They provide
you with a mechanism for determining if additional dialer ports are necessary to support more
outbound calls.
For example, the dialer12 report, Dialer Capacity Daily Report, provides data for contacts,
voice, busy, answering machine, and other detects by the Dialer, which gathers them in daily
increments. The purpose of this report is to show the status of each dialer for the selected time
period.
Figure 12: Dialer12: Dialer Capacity Daily Report
See Also
See Chapter 5, "Administrative/Supervisory Tasks (page 115)," for detailed information about
the available Outbound Option reports.
Outbound Option Agent Desktops
Two desktops are available with Outbound Option: CTI Object Server (CTI OS) and the Cisco
Agent Desktop (CAD).
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Chapter 2: Architectural Overview
Outbound Option Software Components
Cisco CTI Object Server (CTI OS)
The CTI OS component provides an object-based interface to the CTI Server using the COM,
C++, Java, and .NET interfaces. These interfaces permit development of agent desktop
applications that interface with Unified CCE software.
Outbound Option includes a sample agent desktop, the Cisco CTI Toolkit Outbound Desktop
(Win32), with Visual Basic source code, utilizing CTI OS.
Refer to the CTI OS Developer's Guide for Cisco Unified ICM/Contact Center Enterprise &
Hosted for information about the CTI OS Architecture and the CTI OS Client Interface.
Cisco Agent Desktop (CAD)
Cisco Agent Desktop (CAD) is a computer telephony integration solution for contact centers
that is easy to deploy, configure, and manage. It provides contact center agents and supervisors
with powerful tools to increase agent productivity, improve customer satisfaction, and reduce
contact center costs.
CAD consists of these major components:
• Cisco Desktop Administrator
• Cisco Agent Desktop
• Cisco Supervisor Desktop
• CAD Services
This section discusses Cisco Agent Desktop, Cisco Supervisor Desktop, and Cisco Desktop
Administrator. Refer to the CAD documentation for detailed information about the other
components.
Cisco Agent Desktop
Cisco Agent Desktop pops windows on the agent PC when the call arrives, increasing the speed
of call processing. Cisco Agent Desktop populates any sort of third-party application (databases,
help desk packages, personal information managers, etc.) based on the calling number, called
number, or information that 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 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 email or fax, or initiating call-handling scripts or other Windows-based tools.
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Outbound Option Software Components
The Chat feature allows agents to communicate with their supervisors and other agents via text
messages for assistance at any time without leaving their desks or putting a call on hold.
The integrated browser allows agents to view intranet and internet web pages from within Cisco
Agent Desktop.
Cisco Supervisor Desktop
Cisco Supervisor Desktop allows contact center supervisors to view and direct agent activity
in real time. Without leaving their desks, supervisors can observe, coach, and communicate
with agents using instant messaging, view agent status details, as well as view conference
information. Without the caller’s knowledge, supervisors can initiate “chat” sessions to coach
agents on how to handle customer issues. Supervisors can send team performance messages
(scrolling marquee messages) to all agents or to teams of agents to broadcast important
information.
Supervisors can also use the real-time audio monitoring capabilities to listen to agent
conversations with customers. If necessary, they can barge-in to calls—conference themselves
into the conversation—or intercept a call—transfer a call to themselves. Supervisors can also
record agent conversations and save those recordings for up to thirty days for later review.
Cisco Desktop Administrator
Cisco Desktop Administrator allows a contact center administrator to configure how Cisco
Agent Desktop looks and behaves on the agent desktop. Using Cisco Desktop Administrator,
an administrator can create work flows, configure how enterprise data is displayed, customize
task buttons, and perform many more tasks to customize Cisco Agent Desktop for that contact
center’s particular needs.
See Also
See Chapter 3, "Installing Outbound Option (page 49)," for detailed desktop installation
instructions.
Outbound Option Extended Call Context Variables
The Outbound Option Dialer uses CTI Extended Call Context (ECC) variables to exchange
information with the CTI Toolkit Agent Desktop (Win32) for IPCC Enterprise. The following
table lists the ECC variables Outbound Option uses.
Note: Dialer ECC variables can be passed to an IVR.
Refer to the ICM Setup and 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.
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Outbound Option Software Components
ECC Variable
Description
BAAccountNumber
Identifies a customer account number and can be used by the desktop application to
perform a database lookup to obtain additional customer data. This ECC variable
displays only if the data was available in the customer import file.
Note: The maximum character length of this ECC variable is 30 characters. See detailed
information about this ECC variable "Symptoms and Troubleshooting Actions (page
134)" in Chapter 6, "Troubleshooting."
BAResponse
Multi-purpose placeholder that sends data from the CTI Desktop to the Outbound
Option Dialer. This variable responds to the reservation call, schedule and cancel
callbacks, and changes to the callback phone number.
When an agent uses 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.1
• Skip-Next: Displays the Select Next Number on List dialog box with two options:
Wrong Number (call other customer phone numbers) and Not Home (continue
dialing other customer numbers). If the person answering the call suggests calling
back at a later time, use the Callback button.
• Skip-Close: Skips the current preview call and closes the record so it will not be
called again.
Note: The Reject-Close, Skip-Next, and the Skip-Close buttons are only available
on the CTI OS desktop.
When an agent uses the Callback button, BAResponse is set to one of the following
values (note spaces are relevant and must be included in the commands below):
• Callback mmddyyyy hh:mm: Schedules a callback for the indicated date and time
• Callback Cancel: Cancels a previously scheduled callback for this call
• P#xxxxxxxxxxxxxxxxxxxx: Changes the callback phone number to the number
specified by xxxx
For Preview modes, cancel the reservation call by clicking the Reject button.
For Predictive mode, cancel the reservation call by clicking the Not Ready button and
then hang up the reservation call.
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Outbound Option Software Components
ECC Variable
Description
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 (only enable this button if one of the other buttons is pressed first since it
allows an agent to classify the call as voice in case the agent classified it as something
else by mistake): To reclassify the call as a voice call, set the BAResponse variable
to REX_VOICE.
• Answering Machine: To reclassify the call as an answering machine call, set the
BAResponse variable to REX_ANS_MACHINE.
• Fax/Modem: To reclassify the call as a fax/modem call, set the BAResponse variable
to REX_FAX.
• Invalid (in case the customer does not use this number anymore): To reclassify the
call as an invalid call, set the BAResponse variable to REX_INVALID.
For answering machine detection on a transfer to IVR campaign, the BAResponse
variable is evaluated to carry the CPA result of the customer call. Two new IF node
configurations are supported:
• Call.BAResponse="CPA_AnswerMachine"
• Call.BAResponse="CPA_Voice"
These IF nodes route to separate External Scripts to allow for different treatment
depending on whether voice or an answering machine was detected.
BAStatus
Contains two characters indicating the mode and direction of the Outbound Option
Dialer initiated call. The first character identifies the call mode:
• R: Reservation call, Predictive mode
• G: Reservation call, Progressive mode
• P: Reservation call, Preview mode
• D: Direct Preview reservation call
• C: Customer call
• A: Reservation call, personal callback
During a reservation call, the first character is P, R, G, or A.
When a customer call is transferred to an agent, the first character is C.
The second character of BAStatus indicates the call direction:
• O: Outbound
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Outbound Option Software Components
ECC Variable
Description
BADialedListID
Unique key identifying a specific customer record within the Dialing List table located
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 Performance
The following table details the desktop button behavior when a call is placed using Outbound
Option.
Dialing Mode
Call Description
Buttons Enabled
Preview
Reservation calls: Dialer makes the call Accept, Skip, Reject, Skip-Close, and Reject-Close
and agent is available
buttons are enabled, if the reservation call has not been
accepted yet
Preview
Initial customer calls: Agent accepts the No buttons are enabled, if the customer does not answer
call and Dialer makes the call to a
the call
customer
Preview
Transferred customer calls: Agent is
talking to a customer
Predictive and
Progressive
Reservation calls: Dialer makes the call No buttons are enabled
and agent is available
Predictive and
Progressive
Initial customer calls: Dialer makes the No buttons are enabled, if the customer does not answer
call to a customer
the call
Predictive and
Progressive
Transferred customer calls: Agent is
talking to a customer
Direct Preview
Reservation calls: Dialer makes the call Accept, Skip, Reject, Skip-Close, and Reject-Close
and agent is available
buttons are enabled, if the reservation call has not been
accepted yet
Direct Preview
Initial customer calls: Agent accepts the No buttons are enabled, if the customer does not answer
call and calls a customer
the call
Callback and Skip-Next buttons are enabled
Callback and Skip-Next buttons are enabled
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Outbound Option Scripting
Dialing Mode
Call Description
Buttons Enabled
Direct Preview
Transferred customer calls: Agent is
talking to a customer
Callback, Skip-Next, AnsMach, Fax, and Invalid
buttons are enabled
Note: You can revert back to voice, if you make a
mistake.
Personal callback
BAStatus is set to A and O or A and B Accept and Reject buttons are enabled, if the reservation
for a reservation call
call has not been accepted yet
Personal callback
Initial customer calls: Agent accepts the No buttons are enabled, if the customer does not answer
call and calls a customer
the call
Personal callback
Transferred customer calls: Agent is
talking to a customer
Callback button is enabled
Outbound Option Scripting
Outbound Option uses ICM Enterprise scripting configured on the Admin Workstation to manage
campaigns.
There are two types of scripts:
• Admin scripts (page 46)
• Agent Reservation scripts (page 47)
Outbound Option Admin Scripts
Outbound Option admin scripts enable, disable, or throttle campaign skill groups for outbound
campaigns. This scripting is done at the skill group level to provide more flexibility when
managing larger campaigns, which are distributed across multiple skill groups.
An admin script is scheduled to run at regular intervals, and can automatically close out a skill
group for a specific campaign based on time or any other conditional factor that the admin script
can access.
A campaign skill group is enabled by setting the campaign mode to one of the available modes
(Preview, Direct Preview, Progressive or Predictive). It is disabled by the admin script by using
a script node to change the campaign mode to inbound for that skill group.
This script type also provides the ability to control the percentage of agents that will be used in
a campaign skill group, if this agent group is used for other campaigns or inbound calls.
Note: An admin script controls a campaign skill group. A campaign skill group can only be
mapped to one campaign at a time, but a skill group can be re-used if new campaigns are added.
If a campaign skill group is recycled, its admin scripting should be reused as well, or it is possible
to have two admin scripts controlling the same skill group, which might cause conflicting
campaign mode requests for Outbound Option.
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Chapter 2: Architectural Overview
Fault Recovery
Outbound Option Agent Reservation Scripts
Reservation scripts are used by the Dialer to reserve agents for specific outbound agent campaigns
and personal callbacks. With this kind of script, the Dialer makes a route request via its Media
Routing Client using the dialed number configured for the campaign skill group. Each campaign
has its own dialed number and reservation scripting. If an agent is not available, the default
behavior is for the script to end the call and the Dialer receives an error. The Dialer will simply
retry the reservation request when it sees available agents in the skill group statistics as described
in the Dialer description earlier in this chapter. Queuing reservation calls is an available option
with reservation scripts that distributes agents across campaigns when agents are skilled for
multiple active campaigns.
Any call context that is assigned to the agent in this script will not be available in the call that
the Dialer places and transfers to the agent. The reason for this behavior is that the Dialer dials
multiple lines per agent and knows which customer will answer when the reservation request
is made. Once the reservation call is placed, the ICM scripting does not play a part unless the
call is transferred to an IVR. The call can be transferred to an IVR as part of a transfer to IVR
campaign, or to non-IVR campaigns for answering machine or abandons. A transfer to IVR
campaign places a route request call to a CTI Route Point dialed number on the Agent PG,
which allows the call context of the customer call to be transferred to the IVR. New call context
can be added to the call while the call is being treated at the IVR.
Fault Recovery
This section describes Outbound Option behavior when specific components fail and recover.
Campaign Manager Fault Recovery
The Campaign Manager exists on Logger Side A. There is no duplicate process of this on Logger
Side B, so there is only one Campaign Manager process running in the environment.
After the Dialer processes all of its cached records, it will not make calls until the Campaign
Manager process recovers and further records can be sent to the Dialer again.
When the Campaign Manager process shuts down, the Dialer continues to dial contacts and
saves the results until it processes all of the cached calls in memory, assuming that the Dialer
is still able to reserve outbound agents for an agent campaign (that is, the ICM Router and MR
PG need to be accessible).
Once the Campaign Manager is back online, it will update call results based on the information
it receives from the Dialer. (There might be a few records that are lost due to race conditions
when the Campaign Manager is not available.)
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Chapter 2: Architectural Overview
Fault Recovery
Dialer Fault Recovery
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 the records that the Dialer had with
an "U" in the dialing list to indicate that it was in an unknown state. After an hour, the Campaign
Manager will set the records back to a pending state ("P"), so the records can be retried. The
active agent PG will continue to track and report on existing Outbound Option agent calls in
the campaign’s skill group, which will be reflected in the Campaign Consolidated reports.
For example, assuming two dialers are running for a given Agent Controller, then the Dialer
that is still running will continue to dial records for the active campaigns, but at a reduced
capacity.
If the Agent PG becomes unavailable or is reported, there is no possibility of transferring the
call to an agent or even an available IVR, so pending calls in Dialer memory that have not been
dialed yet will be flushed, and calls in progress will be cancelled.
If Unified CM fails, the Dialer ports will unregister and calls in progress will end. The Dialer
component stays offline until the Unified CM subscriber recovers. The recommendation for
this situation is that Dialer ports must not have backup Unified CM subscribers to avoid
overloading any subscriber with traffic from multiple dialers.
Outbound Option Standby and Recovery Model
Outbound Option implements a load balancing paradigm at the Outbound Option Dialer
component level. If a dialer process terminates for any reason, other dialers at the same location
would become aware of this information and attempt to take over the failed dialer’s load,
resources permitting. The Outbound Option Campaign component marks records contained in
the failed dialer with a status of "U" for unknown. These records are reset every hour to a
Pending ("P") state. If the disconnected dialer was offline due to a network outage, it caches
call results and updates its records to the correct call result.
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Chapter 3
Installing Outbound Option
This chapter, intended for system administrators who will be performing the initial installation
of Outbound Option, describes what you need to set up and install the Outbound Option platform.
This chapter groups installation activities to minimize switching between configuration and
actual software installation. The general flow lists IPCC configuration first, then the Cisco
Unified Communications Manager (Unified CM) configuration, and then the Outbound Option
component software installation and associated database creation.
This chapter contains the following topics:
•
•
•
•
•
•
•
•
Before You Begin, page 49
IPCC Enterprise Outbound Configuration, page 53
Configuring and Scheduling the Personal Callback Feature, page 57
Cisco Unified Communications Manager/Gateway Configuration, page 62
Outbound Option Software Installation Steps, page 67
Installing the Cisco CTI Controls, page 71
Setting Up Outbound Option in Cisco Desktop Administrator, page 73
Verification and Troubleshooting, page 74
Before You Begin
There are a few considerations that you need to be aware of as you perform the Outbound Option
installation procedures.
Optimizing Dialer Component Performance
The Outbound Option Dialer component is able to dial at a rate that can overload a Unified CM
subscriber. Therefore, it is required that the traffic for a specific Dialer be isolated to a single
Unified CM subscriber. In most cases the system cannot handle two Dialers overlapping
subscribers, even as a backup.
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Chapter 3: Installing Outbound Option
Before You Begin
Auto-Answer Settings
Outbound Option is flexible about how to configure auto-answer depending on what the system
requirements are. The main determination factor is whether or not the business requires the
Outbound Option agent to hear a zip tone. The use of agent zip tone adds almost a second onto
the transfer timeline.
Outbound Option Database Sizing
Outbound Option uses its own private SQL database on the Logger. Part of the installation
includes creating this database, which will be discussed later in this chapter. This exercise
requires that the installer collect some business-related data and perform some calculations.
IVR Integration
The IVR deployment determines whether you will need Unified CM MTP resources, or whether
you will be able to transfer customer call context to the IVR.
For this deployment, you will need to use an IVR deployment that supports transfer to IVR, if
you want to support transferring the customer account number and name to the IVR from the
Dialer component.
If you are deploying Cisco Unified Customer Voice Portal (Unified CVP), you may need to
allocate MTP resources for calls transferred to the IVR from the Dialer.
System Requirements
A system on which you want to install Outbound Option must meet the following requirements.
• A working IPCC system (either System IPCC or IPCC Enterprise) with Router, Logger, AW,
Agent PG, an IPCC Generic PG or System PG, CTI Server, and Unified CM connectivity
with agents and CTI Route Points. See your IPCC Enterprise or System IPCC documentation
for instructions.
• If you plan to use the transfer to IVR feature, you must configure an IVR deployment that
supports transfer to IVR. See your Unified CVP, Cisco Unified Contact Center Express , or
third party IVR documentation for instructions.
• You must install WebView with the Outbound Option selected. (Prior to doing this, you must
enable Outbound Option in the Admin Workstation setup.) See the WebView Installation
and Administration Guide for instructions.
• Your system must meet the hardware and software requirements as listed in the following
documents:
– Hardware & System Software Specification (Bill of Materials) for Cisco Unified
ICM/Contact Center Enterprise & Hosted, Release 7.5(x)
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Chapter 3: Installing Outbound Option
Before You Begin
– Cisco Unified Contact Center Enterprise (Unified CCE) Software Compatibility Guide
• Important: If any service releases for the currently installed version of ICM/IPCC are
installed, you must uninstall those service releases before proceeding. Refer to the release
notes for your ICM/IPCC service release for uninstall instructions.
IPCC Enterprise Outbound Configuration
The first phase of installing Outbound Option is configuring IPCC Enterprise and Outbound
Option components. The following table lists the steps that comprise IPCC Enterprise Outbound
configuration in the order that the steps should be performed, and provides pointers to where
the tasks are discussed.
Table 3: IPCC Enterprise Outbound Configuration Steps
Step Number
Task
1
IPCC Enterprise
Procedure
System PG
Procedure
System IPCC Procedure
Enable Outbound Option Enabling Outbound
tool in Admin Workstation Option tool in Admin
Configuration
Workstation
Configuration (page
53)
Enabling Outbound
Option tool in
Admin Workstation
Configuration (page
53)
Chapter 13 of the Installation
and Configuration Guide for
Cisco Unified System Contact
Center Enterprise
2
Configure the Dialer
component
Configuring the
Dialer Component
(page 53)
Configuring the
Dialer Component
(page 53)
Configuring the Dialer
Component (page 53)
3
Configure the port map
Configuring the Port Configuring the Port Configuring the Port Map
Map (page 54)
Map (page 54)
(page 54)
4
Create a Network VRU
Creating a Network Creating a Network Chapter 7 of the Installation
VRU (page 55)
VRU (page 55)
and Configuration Guide for
Cisco Unified System Contact
Center Enterprise. Note that
this guide uses the term
Network IVR for referencing
the Network VRU.
5
Configure the Media
Routing PG
Configuring the
Media Routing PG
(MR PG) (page 55)
6
Create Translation Route IPCC Enterprise
To IVR
Documentation
Configuring the
Chapter 7 of the Installation
Media Routing PG and Configuration Guide for
(MR PG) (page 55) Cisco Unified System Contact
Center Enterprise. Note that
this guide uses the term
Outbound Controller for
referencing the MR PG for
Outbound Option.
IPCC Enterprise
Documentation
Not Applicable. The transfer
to IVR is handled
automatically by System
IPCC when the network VRU
is properly configured.
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Chapter 3: Installing Outbound Option
Before You Begin
Step Number
Task
IPCC Enterprise
Procedure
7
Configure System Options Configuring System Configuring System Configuring System Options
Options (page 56)
Options (page 56) (page 56)
8
Enable ECC Variables
Enabling ECC
Variables (page 56)
System PG
Procedure
System IPCC Procedure
Enabling ECC
Enabling ECC Variables
Variables (page 56) (page 56)
Cisco Unified Communications Manager/Gateway Configuration
The second phase of installing Outbound Option is Unified CM and related gateway
configuration. The following table lists the steps that comprise Unified CM configuration in
the order that the steps should be performed, and provides pointers to where the tasks are
discussed.
Table 4: Cisco Unified Communications Manager Configuration Steps
Step
Number
Task
IPCC Enterprise
Procedure
System PG
Procedure
System IPCC
Procedure
1
Configure a separate Device Pool for each
Dialer
Cisco Unified
Communications
Manager
Administration
Guide
Cisco Unified
Communications
Manager
Administration
Guide
Cisco Unified
Communications
Manager
Administration
Guide
2
Configure a separate Unified
Cisco Unified
Communications Manager Manager Group Communications
for each Dialer’s Unified CM subscriber
Manager
Administration
Guide
Cisco Unified
Communications
Manager
Administration
Guide
Cisco Unified
Communications
Manager
Administration
Guide
3
Import Dialer Ports and assign to the PG’s Importing and
CTI Application User, assigning Dialer ports Assigning Dialer
for each Dialer component to a distinct
Ports (page 62)
device pool
Importing and
Assigning Dialer
Ports (page 62)
Importing and
Assigning Dialer
Ports (page 62)
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
Cisco Unified
Communications
Manager Features
and Services Guide
5
Disable Ring Tone for Dialer Transfer
Disabling Ringback Disabling
Disabling Ringback
During Transfer To Ringback During During Transfer To
Agent (page 63)
Transfer To Agent Agent (page 63)
(page 63)
6
Set Up Auto Answer on agent phone if zip Configuring Auto Configuring Auto Configuring Auto
tone required
Answer on Agent Answer on Agent Answer on Agent
Phones (page 64) Phones (page 64) Phones (page 64)
7
Configure Voice Gateways for Outbound
Option
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Configuring Voice
Gateways for
Outbound Option
(page 64)
Configuring Voice
Gateways for
Outbound Option
(page 64)
Configuring Voice
Gateways for
Outbound Option
(page 64)
Chapter 3: Installing Outbound Option
IPCC Enterprise Outbound Configuration
Software Installation and Database Creation
The third phase in installing Outbound Option is Outbound Option component software
installation and associated database creation. The following table lists the steps that comprise
software installation and database creation in the order that the steps should be performed and
provides pointers to where the tasks are discussed.
Table 5: Software Installation and Database Creation Steps
Step Number
Task
IPCC Enterprise
Procedure
System PG
Procedure
System IPCC
Procedure
1
Install the Outbound Option private Creating the
Creating the
Not applicable.
database on the Logger Side A
Outbound Option Outbound Option
platform
Private Database Private Database
(page 68)
(page 68)
2
Install the Dialer component on the
PG platform
Installing the
Installing the
Not applicable.
Dialer Component Dialer Component
(page 69)
(page 69)
3
Edit Dialer-related Registry values
Dialer Post-Install
Registry
Configuration
(page 70)
Dialer Post-Install Not applicable.
Registry
Configuration
(page 70)
4
Modify JTAPI for Calls to Invalid
Numbers
Modifying JTAPI
for Calls to Invalid
Numbers (page
70)
Modifying JTAPI Modifying JTAPI
for Calls to Invalid for Calls to Invalid
Numbers (page
Numbers (page 70)
70)
5
Install the MR PG on the PG platform Installing the MR Installing the MR Not applicable.
PG (page 71)
PG (page 71)
IPCC Enterprise Outbound Configuration
This section provides procedures for the tasks associated with IPCC Enterprise Outbound Option
configuration.
Enabling Outbound Option tool in Admin Workstation Configuration
Run ICM setup and edit your Admin Workstation. On the Admin Workstation Client Properties
window, be sure that the Outbound Option Support option is enabled.
Configuring the Dialer Component
Perform the following steps to configure the Dialer component.
Step 1
Make sure that all ICM services are running.
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IPCC Enterprise Outbound Configuration
Step 2
Open the ICM Configuration Manager.
Step 3
Double-click the Outbound Option - Dialer option to display the Outbound Option Dialer
configuration window.
Step 4
Click the Retrieve button.
Step 5
Click the Add button to add a new Dialer.
Step 6
Enter the following information in the Dialer General Tab fields.
• For Dialer Name, enter a name of your choosing. This name will show up in Dialer reports.
• In the Computer Name field, enter the host name of the server where this Dialer will be
installed.
Note: If the Dialer is installed in a location outside the U.S., either enter the locally-specific
long distance prefix in the Long distance prefix field or leave the field blank.
Step 7
Click Save.
Configuring the Port Map
Perform the following steps to configure the port map for each Dialer. This specifies the number
of ports available on the Dialer and the extension numbers, which Unified CM assigns to those
ports. The maximum number of ports per Dialer is 96. Each configured port represents a Dialer
phone device (i.e., Cisco 30 VIP) on Unified CM. These Dialer phone devices carry a greater
device weight than standard IP telephones.
Note:
• Extension numbers must be unique across the full enterprise. If there are multiple Unified
CM clusters, the extensions (Unified CM directory number) must still be unique.
• When selecting extension numbers for Dialer ports, be sure to check the following places to
make sure existing numbers are not being used: phone numbers in Unified CM and dial
numbers in the Device Target Explorer tool.
Step 1
In the ICM Configuration Manager Outbound Option Dialer configuration window, click the
Port Map Selection tab to display the port map configuration.
Note: Make sure all agents and skill groups used by Outbound Option are associated with the
Unified CM PG, not the MR PG.
Step 2
To begin adding ports to this Dialer, click the Add button.
Step 3
Configure a set of ports and their associated extensions.
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Note: Make sure you provide the same number of ports for all the Dialers configured on the
same peripheral.
Step 4
Click OK. The port mappings display on the Port Map Selection tab.
Step 5
Click Save to save all the configuration information.
Step 6
Click Export. The Select CM Version dialog appears.
Step 7
Click the Unified CM option. (Select the latest Unified CM option if you are using a later version
of Unified CM.)
Step 8
Click OK and specify the path for the port mapping file.
Step 9
Click Save to save the file. You will import this file later, during Unified CM configuration.
Creating a Network VRU
Perform the following steps to create a Network VRU using the Network VRU Explorer tool.
Step 1
Open the ICM Configuration Manager application.
Step 2
Open the Explorer tools.
Step 3
Open the Network VRU Explorer tool.
Step 4
Create a type 2 VRU to be used during Media Routing (MR) PIM setup. Record the \ VRU
name: ______________.
Step 5
Click Save.
Note: Refer to the ICM Configuration Guide for Cisco Unified ICM Enterprise for detailed
information about the ICM Configuration Manager tools.
Configuring the Media Routing PG (MR PG)
Perform the following steps to configure the MR PG (PG2).
Step 1
In ICM Configuration Manager, open the PG Explorer tool.
Step 2
Click Retrieve, then click Add. Add an MR PG.
Step 3
Enter the name (for example, PG2_MR).
Step 4
Select the MR PG type.
Step 5
Add a peripheral.
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Step 6
Enter the name (for example, PG2_MR_PIM1).
Step 7
On the Peripheral tab, check the Enable post routing checkbox.
Step 8
On the Routing Client tab, enter the routing client name (for example, MR_PIM1_Voice).
Step 9
Select the Cisco_Voice option from the Default media routing domain drop-down list box.
Step 10
On the Advanced tab, select the Network VRU that you created during IPCC installation from
the drop-down list box
Step 11
Click Save.
Step 12
Record the assigned Logical Controller ID since this number will be needed later in the procedure:
____________________.
Step 13
Record the assigned Peripheral ID since this number will be needed later in the procedure:
____________________.
Configuring System Options
Use the Outbound Option System Options component in the ICM Configuration Manager to
define contact dialing time ranges that will apply to all of your Outbound Option campaigns.
Because this component uses 12-hour time notation, be sure to select AM or PM for your start
and end times.
Step 1
In ICM Configuration Manager, open the Outbound Option System Options component.
Step 2
Click the General Options tab page to define the total dialing time range that all your Outbound
Option campaigns will use, then click OK.
Step 3
Click the Bulk Update tab page to define specific dialing time ranges for telephone numbers,
then click Update All Campaigns.
Enabling ECC Variables
Perform the following steps to enable the Expanded Call Context (ECC) variables using the
System Information tool and the Expanded Call Variable List tool.
Step 1
Open the System Information tool in the Tools/Miscellaneous folder in the ICM Configuration
Manager application.
Step 2
Enable the Expanded call context enabled checkbox.
Step 3
Click Save.
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Configuring and Scheduling the Personal Callback Feature
Step 4
Open the List tools.
Step 5
Open the Expanded Call Variable List tool.
Step 6
Click all BAxxxx variables (BAAccountNumber, BABuddyName, BACampaign,
BADialedListID, BAResponse, BAStatus, and BATimezone).
Step 7
In the Attributes tab, click the Enabled checkbox for each variable.
Step 8
Click Save.
Configuring and Scheduling the Personal Callback Feature
The following sections describe how to enable and configure the Personal Callback feature, and
provide information about scheduling a personal callback.
Note: All personal callbacks occur in Preview mode. Be aware that only one dialer on a particular
peripheral is assigned personal callback records.
How to Configure Personal Callbacks
Some personal callback options must be configured through the registry. Furthermore, if a
personal callback record is not associated with a campaign it follows the rules configured within
the registry.
Step 1
Configure the reschedule callback mode in the Outbound Option Campaign Configuration
Component by selecting one of the following options on the Campaign General tab:
• Use the alternate VDN—the call will be routed to the skill group DN for the callback's
associated campaign, if it is available
• Reschedule the personal callback to the same time the next business day
• Abandon the personal callback
Step 2
Open the HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance
name>\LoggerA\BlendedAgent\CurrentVersion folder in the Outbound Option registry.
Step 3
Configure the personal callback registry entries listed in the following table.
Name
Default Description
Value
CallbackTimeLimit
15
Calculates the callback time range for each
personal callback in minutes. The
Campaign Manager queries the Personal
Callback List for callback records where
the CallbackDateTime value is between
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Name
Default Description
Value
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).
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
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Name
Default Description
Value
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.)
Note: The call status values can optionally
be delimited using a comma, a hyphen, a
semi-colon, or a colon.
PersonalCallbackNoAnswerRingLimit
Step 4
4
The number of times a customer phone
rings before being classified as an
unanswered call (minimum value is 2;
maximum value is 10).
Set up the Personal Callback reservation script using the Script Editor application.
• Add a Wait node after the Queue to Agent node using a value that is less than the
TimeToWaitForMRIResponse Dialer registry setting (default value of 600 seconds equals
10 minutes).
• Like all reservations scripts, the script should end in a Release Node instead of an End Node
in order to avoid cluttering up the Router Log Viewer with "No Default Label" errors.
For example, the following Personal Callback reservation script uses the nodes described above:
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Configuring and Scheduling the Personal Callback Feature
Figure 13: Personal Callback Reservation Script
Creating an Enterprise Skill Group
In order to use the Personal Callback feature, you need to create the enterprise skill group
associated with the agent using the Enterprise Skill Group List tool.
Step 1
Open the List tools.
Step 2
Open the Enterprise Skill Group List tool.
Step 3
Create an enterprise skill group. In the Add Name field, type the enterprise name, then click
Add. Select the skill group, then click Save.
Step 4
In the Attributes tab, click Add to add the skill group(s).
Step 5
Click Save.
Creating an Enterprise Route
After you create the enterprise skill group associated with the agent, you need to create an
enterprise route using the Enterprise Route List tool. This route should target the enterprise skill
group created in the previous step.
Note: For System IPCC, you must use a Route. You cannot use an Enterprise Route to configure
Personal Callback in System IPCC. You can skip these steps if using System IPCC.
Step 1
Open the List tools.
Step 2
Open the Enterprise Route List tool.
Step 3
Create an enterprise route. In the Name field, type the enterprise route, then click Add. Select
the route, then click Save.
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Step 4
In the Attributes tab, add the route(s).
Step 5
Click Save.
Configure Queue to Agent Node
If you are using personal callbacks, perform the following steps to configure the Queue to Agent
Node in your reservation script.
Step 1
Right-click the Queue to Agent node and select Properties.
Step 2
Click Change in the “Queue to agent type” section.
Step 3
Click Lookup agent reference by expression, then click OK.
Step 4
Enter the agent expression Call.PreferredAgentID.
Step 5
Select the enterprise skill group you created in the Creating an Enterprise Skill Group (page
60) section.
Step 6
Select the enterprise route you created in the Creating an Enterprise Route (page 60) section.
(If you are configuring for System IPCC, select the Route you configured in that section.
Step 7
Make sure the Peripheral column is left blank.
Step 8
Click OK to save the Queue to Agent node.
Step 9
Save and then schedule the script.
Figure 14: Scheduling Script
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Cisco Unified Communications Manager/Gateway Configuration
Cisco Unified Communications Manager/Gateway Configuration
This section provides procedures for the tasks associated with the Cisco Unified Communications
Manager (Unified CM) and gateway configuration.
Importing and Assigning Dialer Ports
Perform the following procedure to import Dialer Ports and assign them to the PG’s CTI
Application User.
Step 1
After configuring the Dialer Port Map, click Select All, then click Export to save the port map
configuration to a CSV-formatted text file. Select the Unified CM version.
Note: Be sure to select the Unified CM release that is compatible with the product release.
Step 2
If: If you are using Unified CM Release 5.x or later,
Then: Skip to the next step.
If: If you are using Unified CM Release 4.x,
Then: Copy the exported CSV file to the BAT tool phone directory on the publisher
Unified CM (typically C:\Batfiles\Phones\Insert).
Step 3
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.
Note: When creating a dialer port template using the BAT tool, be careful when selecting the
Device pool. Make sure the correct region is set to ensure it will work across different audio
codecs.
Step 4
Select Bulk Administration > Upload Download. Click Add New. Browse to the CSV file,
select Phones, select Insert Phones > Specific Details, then click Save.
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Step 5
Select Bulk Administration > Phones > Insert Phones. Select the file name and the phone
template name, click Run Immediately, then click Submit.
To see the status of this job, select Bulk Administration > Job Scheduler, then click the Find
button.
Step 6
Associate the newly created devices with a PG user. In the Unified CM Administration window,
select User Management > Application User, then click Find.
Step 7
If: If you are using Unified CM Release 5.x or later,
Then: Skip to the next step.
If: If you are using Unified CM Release 4.x,
Then: Click the PG user that was created during the main ICM installation. Select the
phones from the Available Devices list, and click the down arrow to add them to the
Controlled Devices list.
Step 8
Click the Device Association link. In the Device List Filter, select the Directory Number and
then enter the first few digits of the newly created Dialer ports.
Step 9
Click Select Devices. Make sure the checkbox next to each Dialer port is checked.
Step 10
Click Save.
Disabling Ringback During Transfer To Agent
Perform the following configuration so that customers do not hear a ringback tone while a call
is being transferred to an agent.
Step 1
Log into the Unified CM Administration window.
Step 2
Select System > Service Parameters. The Service Parameter Configuration screen appears.
Step 3
On the Server and Service pulldown menus, select the Server and Service. For Service, specify
Cisco CallManager.
Step 4
Navigate to the Send H225 User Info Messagepulldown menu. Select the Use ANN for
Ringback option.
Step 5
Click Update.
Step 6
Repeat Steps 1 and 2.
Step 7
On the Server and Service pulldown menus, select the Server and Service. For Service, specify
Cisco IP Voice Media Streaming App.
Step 8
Navigate to the Annunciator (ANN) parameters section of the screen.
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Step 9
On the Run Flag pulldown menu, select False.
Step 10
Click Update.
Configuring Auto Answer on Agent Phones
The Dialer component is preconfigured in install to auto answer Outbound Option related calls
to the Outbound Option agent. However, this default configuration does not provide a zip tone
to the agent, so the agent needs to pay attention to their agent application to know when a
customer call has been delivered.
To enable zip tone, the solution is the same as it is for IPCC Enterprise, which is to enable
auto-answer on the agent’s phone configuration in Unified CM. This solution adds about a
second onto the transfer time.
For Mobile Agents using the nailed up connection, the Unified CM auto answer setting will not
provide a zip tone, but IPCC Enterprise does provide an option for playing a notification tone
to the agent using the agent desk settings.
If auto answer is enabled in the agent desk settings or in the Dialer component, in conjunction
with the Unified CM, it can cause problems. Therefore, the recommendation is to disable the
auto answer option in the Dialer component, and enable it either in the agent desk settings or
in Unified CM.
Configuring Voice Gateways for Outbound Option
When using the Call Progress Analysis (CPA) feature, make sure the MTP Required option is
not enabled. MTP uses unnecessary resources and could cause delays.
About Silence Suppression
When silence suppression is enabled on a gateway, the transmit RTP stream is stopped by the
source during periods of perceived silence. The default behavior of most IP devices generates
comfort noise during these periods, so that the person at the receiving end point does not believe
the call has become disconnected.
In order to classify a signal as accurately as possible, the IPCC Enterprise Outbound Option
Dialer requires a steady RTP stream from the remote end point. Therefore, silence suppression,
or voice activated detection (VAD) must be disabled.
Silence suppression is controlled by several devices in the VoIP network, depending upon how
the destination end point is reached. In most cases, the IPCC Enterprise Outbound Option Dialer
dials customers on the PSTN via a gateway. There are different configuration requirements
needed to disable VAD depending upon which type of gateway is involved.
The following sections provide configuration requirements for H.323 gateways (such as AS5300
and AS5400), MGCP gateways (such as 6608), and direct CallManager-based IP calls.
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Cisco Unified Communications Manager/Gateway Configuration
Disabling Silence Suppression
Using Dial Peers to Set Up the Dial Plan
H.323 gateways use the concept of dial peers to set up the dial plan. The following Cisco TAC
Technical Notes, located on Cisco.com at http://www.cisco.com/en/US/tech/tk652/tk90/
tech_tech_notes_list.html , explain how dial peers are set up in an H.323 gateway:
• Voice - Understanding Dial Peers and Call Legs on Cisco IOS Platforms (Document ID:
12164)
• Voice - Understanding How Inbound and Outbound Dial Peers are Matched on Cisco IOS
Platforms (Document ID: 14074)
• Voice - Understanding Inbound and Outbound Dial Peers on Cisco IOS Platforms (Document
ID: 12425)
Relationship Between Dial Peers and Call Legs
A voice call over a packet network is segmented into discrete call legs that are associated with
dial peers (a dial peer is associated with each call leg). A call leg is a logical connection between
two router/gateways or between a router/gateway and an IP telephony device; for example,
Unified CM and SIP Server. Two figures illustrate this concept.
In Figure 15 (page 65) (toll-bypass), a voice call comprises four call legs: two from the
perspective of the originating router/gateway and two from the perspective of the terminating
router/gateway.
Figure 15: Voice Dial Peers / Call Legs Toll-bypass Scenario
In Figure 16 (page 66), a voice call comprises two call legs.
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Figure 16: Voice Dial Peers / Call Legs: CallManager System with IOS Gateway Scenario
Note: The terms originating router/gateway and terminating router/gateway are dependent on
the source to destination direction of the call.
How to Disable Silence Suppression on H.323 Release 12.3(1) Gateways
Note: The following information is applicable to the specific release and gateway mentioned
in this section. Refer to the gateway product documentation for specific configuration information.
Using the terminology of Figure 15 (page 65) the IPCC Enterprise Outbound Option Dialer
uses an H.323 gateway as a “Terminating Gateway.” The following steps describe how to create
an inbound VoIP dial peer (with silence suppression disabled) and a matching outbound POTS
dial peer for the Dialer. In this example, assume that the IPCC Enterprise Outbound Option
Dialer will place calls through an H.323 gateway to numbers with the following pattern
508XXXXXXX. The Dialer ports assigned to the IPCC Enterprise Outbound Option Dialer are
5000 through 5096.
Step 1
Configure the inbound VoIP dial peer in one of the following ways. For fastest matching, the
dial peer must match the dialed number, as follows:
dial-peer voice 100 voip
incoming called-number 508.......
codec g711ulaw
no vad <========== silence suppression disabled
Note that the 'no vad' command, when applied to a VoIP dial peer, disables silence suppression
for all calls made to 508xxxxxxx. This setup, however, might not be desirable as this setting
affects all outbound calls made to this number range, not just calls from the Dialer. Therefore,
the inbound dial peer can instead match on the calling number as follows:dial-peer voice
100 voip
answer-address 50..
codec g711ulaw
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no vad <========== silence suppression disabled
Note: The preceding dial peer only matches the calls which emanate from the Dialer; other calls
will not be affected.
The matching outbound dial peer would look something like the following:dial-peer voice
200 pots
destination-pattern 508.......
no digit-strip
direct-inward-dial
port 0:D
Note: The port command above, as well as other parameters, might be different for a particular
setup.
How to Disable Silence Suppression on Cisco Unified CM and MGCP Gateways
Perform the following steps to disable silence suppression on Cisco Unified CM and MGCP
gateways.
Step 1
Open the Cisco Unified CM application and select System > Service Parameters from the
Administration menu.
Step 2
Click the Unified CM IP address or name and select Cisco Unified CM.
Step 3
Disable silence suppression by setting the Silence Suppression and Silence Suppression for
Gateway parameter In the Clusterwide Parameter (Services) box to False (F).
Outbound Option Software Installation Steps
This section discusses the tasks associated with installing Outbound Option and related
components.
Note: Important: Before you perform the installation procedures in this section, 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.
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Outbound Option Software Installation Steps
Creating the Outbound Option Private Database
Before you use Outbound Option on IPCC Enterprise, you need to 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: System IPCC automatically creates and sizes the Outbound Option database. Skip this
step if you are deploying Outbound Option with System IPCC.
Step 1
Collect the following information:
• What is the size, in bytes, of each customer record in the import file? If it is less than 128
bytes, use 128. (The size of a record cannot be less than 128 bytes.) (RecordSize)
• How many records will be imported? (RecordCount)
• Will new imports replace or append records already imported?
Step 2
Estimate the contact table size using one of the following formulas:
• If imports are usually overwrite imports: Do not change record count
• If imports are usually append imports: RecordCount = total number of rows that will be kept
in a customer table at any one time
• contact-table-size = RecordSize * RecordCount * 1.18
Step 3
Estimate the dialing list table size using one of the following formulas:
• If imports are usually overwrite imports: RecordCount = number of rows imported * 1.5
(50% more rows will be inserted into the dialing list than imported)
• If imports are usually append imports: RecordCount = total number of rows that will be kept
in all customer table at any one time * 1.5
• dialing-list-table-size = rows in dialing list * 128 bytes * 4.63
Step 4
Calculate the database size using this formula: contact-table-size + dialing-list-table-size.
Step 5
Start ICMDBA by entering ICMdba in Microsoft Windows’ Run dialog box or command
window.
Step 6
Click the Logger and select Database > Create (or click the right mouse button and select
Create).
Step 7
In the Create Database window, specify the Outbound Option database type.
Step 8
Click Add. The Add Device window displays.
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Outbound Option Software Installation Steps
Use this window to create a new data device and log device for the Outbound Option database.
Specify the disk drive letter and size in megabytes for each new device. Click OK to create the
device, then click Create. Click Start.
If necessary, you can later edit the device to change storage size, or remove a device, using the
Database > Expand option.
Step 9
Click Close.
Caution: No manual changes to the contents of the outbound database are allowed. Using
triggers in the outbound database is not allowed. Triggers for the dialing lists or personal
callback list should not be added or modified. The Dialer_Detail table in the HDS has the
information required by custom applications. Extract that information from the HDS to
a separate server where the custom application can process the data without impacting
the HDS.
Installing the Dialer Component
Perform the following steps to install the Dialer component on the Side A PG platform.
Step 1
Run ICM Setup (make sure ICM Services are stopped) and click Add.
Step 2
Click the Outbound Option Dialer option.
Step 3
In the Dialer Type list box, select the BA_IP Dialer option.
Step 4
Click Next.
Step 5
In the Campaign Manager field, enter the Outbound Option server name: The host name or
IP address of the Outbound Option server (machine where the Outbound Option Campaign
Manager resides, which is always LoggerA).
Step 6
Enter the CTI server A name: the host name or IP address of the machine that has side A of CTI
Server installed.
Step 7
Enter the CTI server port A number: the port number the Dialer uses to interface with CTI
Server side A. If you do not know the port number, edit the CTI Server (CG Node), click Next,
and the port number displays in the Client Connection Port Number field.
Step 8
Enter the CTI server B name: for duplexed installations, the host name or IP address of the
machine that has side B of CTI Server installed.
Step 9
Enter the CTI server port B number: The port number the Dialer uses to interface with CTI
Server side B.
Step 10
Enter the Heart beat number: Number of times, in milliseconds, the Dialer checks its connection
to the CTI Server. (The default value is usually acceptable.)
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Step 11
Enter the Media routing port number: The port number the Dialer uses to interface with the
Media Routing PIM on the Media Routing PG. (Default is 38001, and is usually acceptable.)
Step 12
Enter the Unified CM TFTP server name: The host name or IP address of the Unified CM TFTP
server. This is the same machine used as the Unified CM publisher.
Step 13
Click Next until Setup finishes.
Step 14
Repeat the preceding steps to install the Dialer component on the Side B PG platform.
Dialer Post-Install Registry Configuration
After you finish installing the Dialer component, you need to edit the following Dialer-related
Registry values:
• Configure the Dialer throttling on each Dialer in the system using the PortThrottleCount
entry (located in the registry at SOFTWARE\Cisco Systems, Inc.\<instance name>\Dialer).
PortThrottleCount indicates the number of ports to throttle. For example, a count=10 and a
time=2 indicates that no more than 5 calls can be started during a 1 second period. If 5 calls
are ready to be dialed, they will be spaced evenly over that 1 second period. The total call
capacity of Unified CM is dependent on the several different factors, including the Unified
CM version, inbound call rate, and outbound call rate.
For more details, refer to the Cisco Unified Contact Center Enterprise 7.5 Solution Reference
Network Design (SRND).
• After the Dialer process runs for the first time, you also need to change the value of the
AutoAnswerCall entry to 0. This disables the auto answer setting in the Dialer registry.
Refer to the Configuring Auto Answer on Agent Phones (page 64) section in this chapter
for details on other options for auto answer that support agent notification of an incoming
call.
Modifying JTAPI for Calls to Invalid Numbers
You must change the jtapi.ini file on the peripheral gateway, so that dialed calls to invalid
numbers are recorded as progress codes 1, 4, 22, 28, which represent Unallocated_Number,
Send special information tone, Number changed, and Invalid Number Format, respectively, and
not as No_Answer. To make this change, perform the following steps.
Step 1
From the IPCC PG, access a command prompt and set the path to C:\winnt\java\lib. Enter the
command java CiscoJtapiVersion -parms> Jtapi.ini.
Step 2
Go to c:\winnt\java\lib.
Step 3
Open the jtapi.ini file in a text editor.
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Step 4
Add the following line, if not already present:
UseProgressAsDisconnectedDuringErrorEnabled=1,4,22,28.
Step 5
Save and close the file.
Step 6
Reboot the PG machine.
Installing the MR PG
Perform the following steps to install the MR PG on the Side A platform.
Step 1
Run ICM Setup to install a PG that corresponds with PG2, which was configured earlier.
Step 2
In the Peripheral Gateway Properties window, select the PG2 PG Node ID and the MediaRouting
Client Type.
Step 3
Click Next.
Step 4
Add a PIM, PIM1.
Step 5
In the MediaRouting Configuration window, enable the PIM.
Step 6
Enter the peripheral name and the peripheral ID (that you recorded at the end of the Configuring
the Media Routing PG (MR PG) (page 55) procedure ) of the MR_PIM.
Step 7
Set both Application Hostname fields to the computer name of the Outbound Option Dialer.
Step 8
Set the Application Connection Port to the port number that will be used by the Outbound Option
IPCC Dialer (usually 38001).
Step 9
Click Next until Setup finishes. When Setup finishes, click Finish.
Step 10
Repeat the preceding steps to install the MR PG on the Side B PG platform.
Installing the Cisco CTI Controls
This section describes the installation process for the Cisco CTI controls. It also describes the
Cisco CTI Toolkit Outbound Desktop (Win32) for IPCC Enterprise.
Perform the following procedures to install CTI controls to support Outbound Option on the
desktop.
Refer to the CTI documentation available online at http://www.cisco.com.
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Outbound Option Integration with CTI OS
Outbound Option works with CTI OS, which provides an object-based interface to the CTI
Server using the COM and C++ interfaces. These interfaces permit development of agent desktop
applications that interface with Unified ICM software.
Outbound Option is fully compatible with the CTI OS CIL library and the CTI Toolkit Agent
Desktop (Win32). While there are no Outbound Option-specific controls available for the CTI
Toolkit Agent Desktop (Win32), a sample CTI OS Desktop (known as the "Cisco CTI Toolkit
Outbound Desktop (Win32)"), which supports Outbound Option, is shipped with the product
(located in <Drive Letter>:\Program Files\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32
CIL\Samples\CTI Toolkit Outbound Desktop). In addition, the standard CTI Toolkit Agent
Desktop (Win32) can be modified to display all Outbound Option ECC variables in the call
variable grid.
Note: Be aware that CTI OS Release 7.0(0) and greater uses CTI Protocol 11. As a result, there
are a few more CTI fields available in CTI OS (for example, call type, CampaignID, and
QueryRuleID).
When installing, make sure you install the CTI OS Client and select the CTI Toolkit SDK and
the Win32 checkboxes in order to access the CTI Toolkit Outbound Desktop (Win32) sample.
(See the "How to Install the CTI Toolkit Outbound Desktop (Win32) (page 73)" section for
more details.)
If you are running Outbound Option with CTI OS, do the following to add Outbound Option
ECC variables to CTI OS Server:
1. Rename the C:\ICM\CTIOS_bin\blendedagent_addecc.reg.txt file to
blendedagent_addecc.reg.
2. Save the blendedagent_addecc.reg read-only file by right-clicking the file, select Properties,
and then uncheck the Read Only checkbox.
3. Edit the blendedagent_addecc.reg file and globally change "InstanceName" to the real
system instance name and save it.
4. Double-click on the blendedagent_addecc.reg file to add the Outbound Option ECC
variables to CTI OS.
5. In the Node Manager, restart the CTI OS service.
6. Restart all CTI OS Desktop clients to download the new ECC variables.
Refer to the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise
& Hosted for more information. See CTI OS Outbound Option ECC Variable Settings (page
193) for a sample .REG file which creates the appropriate Outbound Option ECC registry entries.
(This registry file must be edited and run on the CTI OS server.)
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Setting Up Outbound Option in Cisco Desktop Administrator
Once the Outbound Option ECC variables have been added to the standard CTI Toolkit Agent
Desktop (Win32), the values can be set through the grid. (See the "Outbound Option Extended
Call Context Variables (page 42)" section in Chapter 2 for a description of each ECC variable.)
How to Install the CTI Toolkit Outbound Desktop (Win32)
Step 1
Install CTI OS Client and make sure the CTI Toolkit SDK and the Win32 checkboxes are
selected.
Note: Refer to the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center
Enterprise & Hosted for detailed information about installing the CTI Toolkit SDK.
Step 2
Access the CTI Toolkit Outbound Desktop (Win32) from the following location:
<Drive Letter>:\Program Files\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32
CIL\Samples\CTI Toolkit Outbound Desktop
Step 3
Double-click the CTIOSOutOptSSoftphone.exe file. The CTI Toolkit Outbound Desktop
(Win32) displays.
Setting Up Outbound Option in Cisco Desktop Administrator
This section provides information about setting up Outbound Option with Cisco Desktop
Administrator. When using Outbound Option with Cisco Agent Desktop, outbound calls appear
as inbound calls to the agent, and information about the call appears in the Enterprise Data pane.
Refer to the CAD documentation available online at http://www.cisco.com for more information.
Outbound Option Enterprise Data
In order for 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]
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• 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 a P. If a call is part of a Direct Preview dialing mode campaign, the first letter in the
BAStatus field entry is a D.
Adding the Enterprise Data Fields to the Layout List
Follow the instructions below to add the Outbound Option variables.
Step 1
Start Cisco Desktop Administrator.
Step 2
In the navigation tree, navigate to the Layout Editor in the Enterprise Data window: Location
> (logical contact center name) > Enterprise Data Configuration > Enterprise Data. Click
the Edit button.
Step 3
Add the following fields to the Layout List by selecting the field from the Available Fields List,
and then click the left arrow button.
• BAAccountNumber
• BABuddyName
• BACampaign
• BADialedListID
• BAResponse
• BAStatus
• BATimeZone
Step 4
Click OK.
Step 5
Click Apply to save your changes.
Verification and Troubleshooting
This section provides a series of verification steps to determine if the system has been installed
properly. These steps are designed to pinpoint any problems that might exist in the setup before
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actually attempting to deploy the Dialer. If problems occur while using this product, please refer
to this section before contacting Cisco Technical Support (TAC).
Note: This section assumes that the Outbound Option application is installed and at least one
Dialer has been configured along with its associated port map. This section also assumes that
the Dialer port map has been exported and configured on CallManagerUnified CM using the
BAT tool.
Check the Dialer Component Status Bar
The Dialer component process status bar provides a lot of details about the health of the
installation even before any campaign configuration is initiated or before any call is placed.
Figure 17: Dialer Component Status Bar
The first block of data shows the Dialer’s customer instance, node name, and process name.
This can be used if TAC asks you to interrogate the system while debugging a problem for a
case.
The next block shows the Campaign Manager connectivity status. This status is either A for
active or X for disconnected. If the Campaign Manager connectivity status is X, that means that
the Dialer is not connected to the Campaign Manager.
Try pinging from the Dialer to the Campaign Manager machine by hostname and by IP Address.
• If the ping fails for the IP address, then recheck that it is the correct IP address, and
troubleshoot network connectivity.
– Check to see whether the Logger Side A node is running.
– Check to verify whether Outbound Option has been enabled in the Logger Side A setup,
and that the Campaign Manager process is running.
• If the ping is successful for the IP address but not for the DNS hostname, check that the DNS
hostname is correct and whether it is properly configured in the system’s DNS server.
• If the ping is successful, then recheck the Dialer component setup to see if the Dialer
component setup contains the wrong address or port number for the side A Logger.
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The third block shows CTI Server connectivity status. This status is either A for active or X for
disconnected. If the status is X then the Dialer cannot connect to either CTI Server on side A
or side B.
Try pinging from the Dialer to the CTI Server/PG machines by hostname and by IP address.
• If the ping fails for the the IP address,
– Recheck that it is the correct IP address, and troubleshoot network connectivity.
– Check to see whether the CTI Server processes are running.
• If the ping is successful for the IP address but not for the DNS hostname, check that the DNS
hostname is correct and whether it is properly configured in the system’s DNS server.
• If the ping is successful, then recheck the Dialer component set up to see if the Dialer
component set up contains the wrong address or port number for the CTI Server.
• The PG might not be online. Check to make sure that the PG has been enabled properly in
the ICM Router setup.
The fourth block shows the state of all Dialer ports. The first value, C, shows the total configured
ports derived from the port map configuration. The second value, R, shows the total number of
ports registered with Unified CM. Finally, the third value, B, indicates the number of Dialer
ports that failed to register with Unified CM. The third value also reports the number of Dialer
ports that are blocked. (This is more of a runtime activity; it is unusual for ports to be blocked.)
If the number of ports Configured is zero, then the Dialer is not getting port configuration from
the Campaign Manager component. Check to verify that ports are configured.
If the number of ports Registered is zero, then the Dialer component is having trouble registering
with Unified CM.
• Check the TFTP server address in the Dialer component setup configuration.
• Check to see whether Unified CM is configured correctly. In particular, check if the port
map has been imported and the ports have been registered to the JTAPI user for the IPCC
PG.
• Check to see whether the IPCC PG has been started.
• Check to see whether the JTAPI Gateway has finished configuring. If it has not, wait for it
to finish.
• Verify that Unified CM and CTI Manager are running.
The final block shows connectivity status with the MR PIM. This status is either A for active,
X for disconnected, or NR, which means connected but not yet able to route. (The U status is
rarely seen and indicates that a particular connectivity object within the Dialer has not been
created yet.)
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- If the MR Status is X, then check the connectivity by doing the following:
• Ping the MR PG address by hostname or IP address.
• Double check the MR PG address and port configured in the Dialer component setup.
If the MR PG status is NR, then that indicates that the Media Routing connection is established.
Check to see if the MR PG is online by looking at its status window.
Verify the Critical Configuration Steps
In the Dialer Configuration Component, click the Port Map Selection tab and ensure the Dialer
is assigned to a Unified CM PG.
Verify the Unified CM Connectivity
First, verify that each Dialer is able to place calls on Unified CM. A diagnostic utility,
DialogicTest, is installed on the Dialer machine in the \icm\bin directory. From the \icm\bin
directory, execute DialogicTest as follows.
How to Verify Connectivity on IPCC Enterprise Installation
1. For an IPCC Enterprise installation, determine the Dialer’s peripheral ID before executing
the DialogicTest utility. This value can be obtained from the Dialer table stored in the Side
A database of the ICM Logger. Using the SQL query analyzer, run the following query
on the Side A database:
Select * from Dialer
Match the DialerName column with the Dialer that is being configured and note the
peripheral ID (stored in the DialerID column). This ID will be used when launching
DialogicTest.
Note: The Outbound Option IP Dialer must be shut down before running DialogicTest.
2. From the \icm\bin directory on the Dialer, type the following to run the DialogicTest
utility:
Dialogictest softphone <number of ports in the Dialer port map>
<CallManager name or IP address> <dialer ID> <starting channelID>
<custname>
where:
–
The CallManager name or IP address indicates the Unified CM TFTP server machine.
–
The dialer ID is the numeric identifier obtained above from the Dialer table.
–
The starting channel ID indicates the first port ID in the Dialer (usually 0). This
creates simulated Dialer ports based on the port map configuration.
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–
The custname is the ICM customer name.
The following example displays the command syntax and the output log messages.
3. Choose a phone station on the ACD that has a “caller ID” display and note its phone
number. This phone station is called to validate connectivity between the Dialer and the
station. Using DialogicTest, dial this station using the following syntax:
>d 0 <station #> 30
where d is the abbreviation for “Dial,” 0 is the first channel in the port map, station # is
the actual number to reach the phone station, and 30 represents the amount of time
DialogicTest attempts to ring the phone station. For example, to dial station 51001, the
command would be >d 0 51001 30.
The following example displays the command syntax and the output log messages.
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This syntax causes the phone station to ring and display the calling number, which is the
station identifier of the first port in the Dialer port map. Answer the phone station and
speak into the receiver. The DialogicTest utility notes that voice was detected. If the phone
does not ring, the Dialer does not have basic connectivity with the switch and will not
work properly. See Chapter 6, "Troubleshooting (page 131)," for help in determining where
the problem occurs.
Verify the Dialer Port Map Configuration
Now that basic connectivity has been verified, it is important to verify that the port map which
was configured in the Unified ICM configuration matches the configuration of the switch (or
Unified CM for IPCC Enterprise). The DialogicTest utility is again used for this process.
Note: The Outbound Option IP Dialer must be shut down before running DialogicTest.
How to Verify the Dialer Port Map Configuration
1. Beginning with the first port of the port map (channel 0 in DialogicTest), dial the phone
station used for testing above and verify that the calling number displayed on the station
matches the first port configured in the Dialer port map in Unified ICM software.
For example, to dial station number 1234, use the following command:
>d 0 1234 30
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2. Hang up this channel by typing >h 0 and move to the next channel (channel 1) and dial
the phone station again, similar to the following:
>h 0>d 0 1234 30
Verify that the calling number shown on the station matches the station number configured
in the ICM Dialer port map.
3. Hang up this channel by typing >h 1 and move to channel 2. Continue this procedure for
the entire port map to verify that the station numbers configured in Unified ICM software
match the actual numbers on the switch. If there is a mismatch in this configuration, the
Dialer will not work properly.
If this is an IPCC Enterprise configuration and the BAT tool was used to configure the
devices on Unified CM, it is satisfactory to test only a few ports in the range. If the Dialer
is connected to a switch using an Analog link, each port must be tested as it is possible to
miswire this connection for a small number of ports, which creates problems in the Dialer
that are difficult to find.
Verify the Database Configuration
The procedure for verifying that the database configuration was set up for the SQL Server varies,
depending on the installed version of SQL Server.
For SQL Server 2005, perform the following steps:
1. Open the SQL Server Management Studio.
2. Expand the databases.
3. Select the <cust instance_baA> Outbound Option database.
4. Click the Files page.
5. In the database file row, click the button in the Autogrowth column. A Change Autogrowth
dialog box appears.
6. Ensure that the Enable Autogrowth box is checked. Click OK
7. In the log file row, click the button in the Autogrowth column. A Change Autogrowth
dialog box appears.
8. Ensure that the Enable Autogrowth box is checked. Click OK
9. Click the Options page.
10. On the Recovery Model pulldown menu, select Simple.
11. Click OK.
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For earlier SQL Server versions, perform the following steps:
1. Open the SQL Server Enterprise Manager.
2. Right-click the <cust instance_baA> Outbound Option database.
3. Select the Properties menu option. The Properties dialog box displays.
4. Click the Data Files tab.
5. Validate that the Automatically grow file checkbox is checked.
6. Click the Transaction Log tab.
7. Validate that the Automatically grow file checkbox is checked.
8. Click the Options tab.
9. Set the Recovery Model to Simple.
10. Click OK.
Verify the Router Registry Key
If you are using the Transfer to IVR feature, verify that the following router registry key on
Side A and Side B of the Router has a value of 2.
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<customer
instance>\RouterA/B\Router\
CurrentVersion\Configuration\Global\SkillGroupCallsInQTimerInterval = 2
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Chapter 4
Configuring Campaigns and Imports
This chapter, intended for administrators, provides an overview of the Outbound Option
components and information that:
• Provides a high-level overview of creating an Outbound Option campaign
• Describes the tasks that you need to perform in order to create an agent campaign and a
transfer to IVR campaign
• Provides procedures for configuring and scheduling personal callbacks
• Gives instructions for verifying that your Outbound Option system has been configured
correctly
This chapter contains the following topics:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Overview of the Outbound Option Configuration Process, page 84
Understanding Dialing Modes, page 85
Configuration Process Task Maps, page 86
Creating Dialed Numbers, page 88
Creating an Import Rule, page 89
Creating a Query Rule, page 93
Creating a Campaign, page 94
Notes on Editing a Campaign in Progress, page 103
Creating a Call Type, page 103
Setting Up the Reservation Script, page 103
Configure a Transfer to IVR Script, page 104
Setting Up the Administrative Script, page 107
Sample Administrative Scripts, page 110
Mapping Scripts and Call Types and Dialed Numbers, page 112
Single Dialer Options, page 112
Verifying the DN/Script Selector Configuration, page 114
Verifying Reservation Call Answering, page 114
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Overview of the Outbound Option Configuration Process
• Verifying Your Campaign Configuration, page 114
Overview of the Outbound Option Configuration Process
The process of configuring Outbound Option involves the following procedures
• Configuring dialed numbers (DNs) for agent reservation and transferring to IVR.
• Creating a skill group and a route that the campaign will use
• Creating an import rule to schedule contact and do-not-call imports
• Creating a query rule to filter contact records based on SQL queries and associate those
records with an import
• Create a campaign to define campaign settings, such as the campaign name, description,
answering machine detection, personal callback settings, dial settings, query rule selections,
and skill group selections
• Create call types to map the DNs to a reservation or transfer to IVR routing script
• Create reservation, transfer to IVR, and administrative scripts
The following figure provides a high-level overview of this process.
The sections Agent Campaign Tasks (page 86) and Transfer to IVR Campaign Tasks (page
87) provide a complete list of tasks associated with creating those campaigns.
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Understanding Dialing Modes
Understanding Dialing Modes
Outbound Option supports three different types of outbound dialing modes:
• Predictive Dialing (page 85): The Dialer component determines the number of customers to
dial per agent, based on the abandoned rate. The agent must take the call if logged into a
campaign skill group.
• Preview Dialing (page 85): The agent gets to preview customer information on their desktop,
and can choose to contact the customer, skip to another customer, or reject the call.
• Progressive Dialing (page 86): The administrator can specify a fixed number of lines to dial
per agent instead of the Dialer component determining the number of lines. The agent must
take the call if logged into a campaign skill group.
Note: For agent campaigns, all three modes reserve an agent at the beginning of every outbound
call cycle by sending the agent a reservation call.
Predictive Dialing
A Predictive Dialer is designed to increase the resource utilization in any call center. It is designed
to dial several customers per agent. After reaching a live contact, the Predictive Dialer transfers
the customer to a live agent along with a screen pop to the agent’s desk. The Predictive Dialer
looks to determine the number of lines to dial per available agent based on the target abandoned
percentage.
Predictive Dialing Description
Outbound Option predictive dialing works by keeping outbound dialing at a level where the
abandon rate is below the maximum allowed abandon rate. For example, each campaign is
configured with a maximum allowed abandon rate. In Predictive mode, the Dialer continuously
increments the number of lines being dialed per agent until the abandon rate rises to the
preconfigured maximum abandon rate. At this point, the Dialer begins lowering the lines per
agent until the abandon rate goes below the preconfigured maximum. In this way, the Dialer
stays just below the preconfigured maximum abandon rate. Under ideal circumstances, the
Dialer internally targets an abandon rate of 85% of the preconfigured maximum abandon rate.
Due to the random nature of outbound dialing, the actual attainable abandon rate at any given
point in time may vary for your Dialer.
Preview Dialing
Preview dialing reserves an agent prior to initiating an outbound call and presents the agent
with a screen pop. The agent may then Accept, Skip, or Reject the call with the following results:
• If the agent "Accepts" the call, the customer will be dialed and transferred to the agent.
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• If the agent "Skips" the call, the agent will be presented with another customer call.
• If the agent "Skips-Closes" the call, the record is closed so it will not be called again, and
the agent is presented with another customer call.
• If the agent "Rejects" the call, the agent will be “released.” At this point, the system might
deliver the agent another Preview outbound call or a new inbound call.
• If the agent "Rejects-Closes" the call, the agent will be "released" and the record is closed
so it will not be called again. At this point, the system might deliver the agent another Preview
outbound call or a new inbound call.
Direct Preview Dialing
This mode is similar to the Preview mode, except that the call is automatically placed by the
Dialer from the agent's phone once the agent accepts. As the call is initiated from the agent's
phone, the agent hears the ringing so there will be zero delay when the customer answers. But
the agent will have to deal with answering machine and other results that the Dialer's CPA
would normally handle for other campaign dialing modes.
Note:
• The Call Progress Analysis (CPA) and the transfer to IVR features are not available while
using Direct Preview Dialing mode.
• In Direct Preview mode there will be no zip tone
Progressive Dialing
Progressive Dialing is similar to Predictive Dialing (page 85). The only difference is that in
this 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.
Agent Campaign Tasks
The following table lists the steps that you need to perform in order to create an agent campaign,
in the order that you need to perform these steps, and the location (in this document or in another
Cisco document) of the instructions for the task. The primary difference in configuration steps
between an agent campaign and a transfer to IVR campaign is that the agent campaign requires
an agent reservation script, and the transfer to IVR campaign does not.
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Table 6: Steps for Creating an Agent Campaign
Step Number
Task
Where Discussed
1
Create DN on MR client using IPCC DN tool
Creating Dialed Numbers
(page 88)
2
Create DN on CM PG for Abandon to IVR
Creating Dialed Numbers
(page 88)
3
Create DN on CM PG for AMD to IVR
Creating Dialed Numbers
(page 88)
4
Configure a Skill Group and a Route in Skill Group Explorer
IPCC Enterprise or System
IPCC Configuration
documents
5
Configure an Import Rule using the Outbound Option Import Rule Creating an Import Rule
tool
(page 89)
6
Configure Query Rule(s) using the Outbound Option Query Rule Creating a Query Rule (page
tool
93)
7
Configure a Campaign using the Outbound Option Import Rule tool Creating a Campaign (page
94)
8
Configure Call Type using IPCC Call Type tool
Creating a Call Type (page
103)
9
Configure Reservation Script using Script Editor
Setting Up the Reservation
Script (page 103)
10
Configure transfer to IVR scripts for AMD and Abandon to IVR
using Script Editor
Setting up Outbound Transfer
to IVR (page 104)
11
Map Scripts to Call Types and DNs using AW Script Editor
Mapping Scripts and Call
Types and Dialed Numbers
(page 112)
12
Configure Administrative Script using Script Editor
Setting up the Administrative
Script (page 107)
13
Configure CTI Route Points for Abandon and AMD to IVR
Cisco Unified
Communications Manager
Administration Guide
Transfer to IVR Campaign Tasks
The following table lists the steps that you need to perform in order to create a transfer to IVR
campaign, in the order that you need to perform these steps, and the location (in this document
or in another Cisco document) of the instructions for the task.
Step Number
Task
Where Discussed
1
Create DN on CM PG for Abandon to IVR
Creating Dialed Numbers (page 88)
2
Create DN on CM PG for AMD to IVR
Creating Dialed Numbers (page 88)
3
Configure a Skill Group and a Route in Skill Group IPCC Enterprise or System IPCC
Explorer
Configuration documents
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Step Number
Task
Where Discussed
4
Configure an Import Rule using the Outbound
Option Import Rule tool
Creating an Import Rule (page 89)
5
Configure Query Rule(s) using the Outbound Option Creating a Query Rule (page 93)
Query Rule tool
6
Configure a Campaign using the Outbound Option Creating a Campaign (page 94)
Campaign tool
7
Configure Call Type using IPCC Call Type tool
8
Configure transfer to IVR script using Script Editor Setting up Outbound Transfer to IVR (page
104)
9
Map Scripts to Call Types and DNs using AW Script Mapping Scripts and Call Types and Dialed
Editor
Numbers (page 112)
10
Configure Administrative Script using Script Editor Setting up the Administrative Script (page
107)
11
Configure CTI Route Points for Abandon and AMD Cisco Unified Communications Manager
to IVR
Administration Guide
Creating a Call Type (page 103)
Creating Dialed Numbers
Before you configure an Outbound Option campaign, you need to create the dialed numbers
that you will specify for certain fields on the Campaign Skill Group tab page. The following
table lists these fields, the purpose for the dialed number to be created, and the routing client
associated with that dialed number.
Campaign Skill Group Tab Field
Name
Purpose
Associated Routing Client
Dialed Number
Dialed Number to reserve agents. Not Configure on the MR routing clients
applicable for Transfer to IVR
for each Dialer
campaigns.
After AMD and for transfer to IVR Dialed Number for Transfer to IVR
Configure on the agent controller / PG
When no agents are available
Configure on the agent controller / PG
Dialed Number for Transfer to IVR.
For agent campaigns, you need to create all three dialed numbers. For transfer to IVR campaigns,
you need to create the dialed numbers for the After AMD and for transfer to IVR field.
Perform the following steps to create these dialed numbers.
Step 1
In ICM Configuration Manager, double-click the Dialed Number/Script Selector List tool.
Step 2
In the Routing Client pulldown menu on the left portion of the screen, select the routing client
listed in the preceding table.
Step 3
Click Retrieve.
Step 4
Click Add.
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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 IPCC Enterprise configurations that have more than one Dialer component, repeat these
steps to create the dialed number for each media routing client.
Creating an Import Rule
The Outbound Option Import Rule component is where you define the import format of the
user contact list (fixed length or comma-delimited fields), and the information to be found in
the fields of the file, such as the first and last names of your contacts.
There are two types of import rules in Outbound Option
• Contact - an import rule that you create for a specific campaign.
• Do Not Call - an import rule, created once and applicable to all campaigns, that provides do
not call information to all campaigns
After you have imported your contact list into Unified ICM software using the Outbound Option
Import process, the Import Rule component defines how Outbound Option:
• Locates the imported file and defines the name of the contact table into which the import
places the contact information
• Recognizes and defines the contact list data in the imported file
• Schedules updates for your calling lists imports
Note:
• Before you start creating an import rule, you need to know the location where you want
Outbound Option to look for the import list.
• When attempting to import customer data files from a computer that is running Cisco Security
Agent (CSA), make sure the path to the file begins with "<drive>\customer\import" or
"<file://\\computer\customer\import>\\computer\customer\import." This path rule does not
apply if the import file is located on the same computer as the import process. Also, make
sure that the import process user has network and directory read/write access to the "customer"
directory as well as the "import" directory.
Perform the following steps to create an import rule.
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Step 1
In ICM Configuration Manager, double-click the Outbound Option Import Rule component.
Step 2
Click the Retrieve button.
Step 3
Click the Add button at the bottom of the list box area of the window.
Step 4
Specify the following information on the Import Rule General tab page.
Field
Description
Import name (required)
There is a 32-character limit. Examples of import names
might be "Premium Calling List for XYZ", or "Do Not Call
List for XYZ." The default setting is "DoNotCall."
Enable option
This option enables or disables importing for the import
rule.
Import type
Choose either Contact or Do_Not_Call from the drop-down
list.
Note: If you are creating a Do_Not_Call import, be sure
to also properly format the Do Not Call list file as described
in Chapter 5.
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 alpha-numeric characters, periods (.), underscores
(_), and hyphens (-). Alphabetic characters can be upperor lower-case. The name must begin with an alpha-numeric
character and must contain no spaces.
Import file path
Enter the directory path name for the import file. The
maximum number of characters allowed is 255. Click the
… (browse) button to the right of the edit field if you want
to browse for the location.
Import data type
Select either the Comma delimited or the Fixed length
setting, to indicate if the file is comma-delimited or if it
uses fixed-length columns to separate fields.
Overwrite table
When enabled, you can overwrite the current import with
a new import.
When disabled, new import data is appended to the existing
data. Note that you cannot append a new field to existing
import data. Also, you can not modify or remove existing
fields.
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Step 5
Click Add. Specify the following information on the Import Rule Definition tab page.
Field
Description
Standard column type
Choose a column type to use for this data field in the import
rule. The following column types are allowed:
• AccountNumber
• Custom
• FirstName
• LastName
• Phone01 through Phone10 (allowed data: digits 0-9,
pound sign (#), and asterisk (*))
• PhoneExt01 through PhoneExt10 (allowed data: digits
0-9)
Outbound Option removes any single quotes present in the
Import file.
Outbound Option does not use any of the Custom columns.
They are only available for use in the query rule select
clause for business specific filtering into different dialing
lists. This data is not sent to the agent desktop.
Field name
The name that you assign to this field. The maximum length
is 32 characters.
Type
This drop-down list is greyed out unless you select Custom
for the Standard column type. For a Custom type, select
the data type that this field uses. The following Custom
column types are allowed:
• Custom CHAR (up to 255 characters)
• Custom VARCHAR (up to 255 characters)
• Custom DATETIME (data followed by time, US format)
• Custom READ (up to 4 characters, including the decimal
point)
• Custom INT (up to 255 characters, decimal point counts
as one character)
The default is the VARCHAR data type.
Note that Outbound Option allows only one column of each
of these types per import rule.
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Field
Description
Because Outbound Option does not use any data that
appears in a column labeled Custom, you can have multiple
columns that use the Custom column type.
Field length (1-255)
The number of characters that this field uses to store data.
The default is 1.
Decimal places (1-10)
For numeric data fields, enter the number of decimal places
you want the import rule to use.
Allow nulls to be entered for this If you enable this option, you can have empty data in the
field option
import file for this column.
If you disable this option, you must have data.
The default is Disabled.
Step 6
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 if you want the import rule process to
execute on the same day(s) each week. Enable the day(s)
of the week when you want the process to execute. Disable
this option if you do not want the process to execute
weekly.
Monthly option
Enable this option if you want the import rule process to
execute on selected days each month. Enter the day of the
month on which you want the process to execute. Note that
if you select a date that does not occur during a particular
month, for example the 31st day of April, the import does
not execute on that month.
Start import when file is present Enable this option if you want to import a file as soon as
option
it is copied into the specified location.
Note: The folder that you specify must have write
permissions. Otherwise, import file copying and renaming
cannot occur.
The import process polls every second to see if the import
file has become available. Once the file is available, the
import begins immediately. After the import is complete,
the import file is either renamed by appending ".bak" to
the file name or deleted.
Step 7
Click Save.
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Note: If you edit an import rule, changes made to that import rule take effect on the next import.
Creating a Query Rule
The Query Rule component defines the SQL rule that the Outbound Option Import process uses
to build the dialing list for a particular campaign. In other words, it defines, based on SQL
queries to the database, how the contact records from the Outbound Option database are selected
to be inserted in the dialing list.
Note: Before you create a query rule, you must first have a configured import rule.
Perform the following steps to create a query rule.
Step 1
In ICM Configuration Manager, open the Outbound Option Query Rule component.
Step 2
Click the Retrieve button.
Step 3
Click the Add button at the bottom of the list box area of the window.
Step 4
Specify the following information on the Query Rule General tab page.
Field
Description
Query rule name (required)
Maximum 32-character string, including alpha-numeric
characters, periods (.), and underscores (_). Alphabetic
characters can be upper-case or lower-case. The name must
begin with an alpha-numeric character, and must not
contain spaces.
Enable option
If you want this query rule to be available for all campaigns,
enable this option. If you do not want this query rule to be
available for all campaigns, disable this option. The default
is Enabled.
Import
Select the name of the import rule that you want to use as
part of this query rule. The drop-down list displays all of
the import rules that you created with the Outbound Option
Import Rule component.
Description
Optionally, enter a description of this query rule. The
description appears only on this tab page.
Rule Clause (required)
To create an SQL rule clause for selecting records, select
items from the Column Name, Operators, and SQL
Functions columns on this tab page, then click Paste to
enter them in the Rule Clause area of the tab page. After
you have created the rule clause, click the Validate Rule
Clause button to perform SQL syntax checks on everything
in the Rule Clause area of the tab page. If SQL returns any
syntax warning or error messages, you can correct any
problems before clicking the Save button at the bottom of
the tab page.
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Field
Description
If you want a rule clause to select all records in the input,
specify a rule clause of 1=1.
Update Dialing List
Step 5
If you make changes to this query rule, clicking this button
causes the changes to be updated in the dialing list for all
the campaigns that use this particular query rule (dynamic
update). If you do not click this button, the changes occur
during the next import.
Click Save.
Creating a Campaign
The Outbound Option Campaign component is where you define or modify the settings that
apply to a campaign. It is also where you can add or delete a campaign.
You can define two types of campaigns: agent-based and transfer to IVR. However, only one
campaign type can be configured per campaign.
Before you create a campaign, you must first configure the following
• At least one skill group
• At least one query rule
• The following dialed numbers:
– A dialed number for accessing the agent reservation script (not required for transfer to
IVR campaigns)
– A dialed number for transferring the call to the IVR for AMD or transfer to IVR campaign
treatment
– A dialed number for transferring the call to the IVR for abandon treatment when no agents
are available.
Perform the following steps to create a campaign.
Step 1
In ICM Configuration Manager, open the Outbound Option Campaign component.
Step 2
Click the Retrieve button.
Step 3
Click the Add button at the bottom of the list box area of the window.
Step 4
Specify the following information on the Campaign General tab page.
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Field
Description
Campaign Name (required)
Maximum 32-character string, including alpha-numeric
characters, periods (.), and underscores (_). Alphabetic
characters can be upper- or lower-case. The name must begin
with an alpha-numeric character.
Description
Optional description for the campaign; maximum 255
characters.
Enable option
This option enables or disables the campaign.
Power Dialing
Lines per agent (required)
The number of lines dedicated to each agent in this campaign.
Note that if this value and the Maximum lines per agent value
are both set to 1, the mode defaults to Progressive.
Default = 1.5 (Three lines for every two agents.)
Allowable Range = 1 - 100
This value does the following in the Outbound Option dialing
modes:
• Preview mode: Ignored (always 1).
• Progressive mode: Used as defined.
• Predictive mode: Used as an initial value.
Dialing Options Section
Maximum lines per agent
(required)
The upper bound for the number of customers the dialer will
dial for a reserved agent at a time when the campaign is
running in predictive mode.
Default = 2
Range = 1 - 100
Abandon calls limit (1-100)
This option only applies to Predictive campaigns.
Enable this option to set an Abandon calls limit (1-100)
percentage of abandoned calls in this campaign. The
granularity is to one tenth of a percent. Default = 3.0.
If the option is disabled, then the campaign will dial without
regard to the abandon limit.
Advanced
Clicking the Advanced button brings up a Predictive Dialing
Settings dialog box. On this dialog box, you can change the
following parameters that control how adjustments are made
to the lines per agent in this campaign.
• Voice Calls Per Adjustment
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Field
Description
A count of the number of live voice connects that must
occur before the Dialer will make an adjustment. Increasing
this number results in less frequent adjustments based on
larger sample size. Decreasing this number results in more
frequent adjustments using a smaller sample size. Default
= 70
• Gain
The size of the adjustment to lines per agent each time an
adjustment is made. Increasing the Gain results in larger
lines per agent adjustments; decreasing the Gain results in
smaller lines per agent adjustments. Default = 1
Dial Settings Section
No answer ring limit (2 - 10)
Defines the number of times the software will allow a dialed
telephone number to ring. Enter the maximum number of
rings you want to allow. The length of one ring is specified
at the dialer level in the TimeToRingCustomer registry entry.
Default = 4.
Note: The default behavior is to allow calls to ring for 32
seconds (No answer ring limit - 4, TimeToRingCustomer key
- 8 secs). Assuming the default 8 second
TimeToRingCustomer key is used, setting the "No answer
ring limit" to the minimum 2 rings will meet 15 second ring
time requirements
Maximum attempts (1 - 100) Defines the maximum number of attempts, including callbacks
and retries, that will be made for callbacks. Enter the
maximum number of attempts. Maximum attempts = Zone 1
attempts + Zone 2 attempts. Default = 3.
Modifying this parameter while the campaign is in progress
can result in longer agent idle times and delays to retrieve
records from the dialing list.
Note: See the "Changing Max Attempts (page 125)" section
in Chapter 5, "Administrative/Supervisory Tasks," for more
information.
Abandoned call wait time (0 - Minimum duration (in seconds) of an outbound call. If the
10) (required)
duration of an outbound call is less than this specified value,
Outbound Option considers the call as customer or Agent
abandoned, and the customer record associated with that call
is scheduled for a retry. To disable this feature, set this value
to 0. Enter the number of seconds. Default = 1.
Retries Section
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Field
Description
Note: See the Call Results Table in Appendix C, "Dialer Detail Table (page 175)," to see how
call results are mapped to retry actions.
No answer delay
Defines (in minutes) how often the software waits before
calling back a no-answer call. Enter the number of minutes.
Default = 60.
Busy signal delay
Defines (in minutes) how long the software waits before
calling back a busy telephone number. Enter the number of
minutes. Default = 60.
Customer abandoned delay
If a customer abandons a call, the time (delay in minutes)
when the dialer should call the customer back. Default = 30.
Dialer abandoned delay
If the dialer abandons a call, the time (delay in minutes) when
the dialer should call the customer back. Default = 60.
Answering machine delay
If the call was answered by an answering machine, the time
(delay in minutes) when the dialer should call the customer
back. Default = 60.
Customer not home delay
If the customer was not at home and should be called back,
the time (in minutes) when the dialer should call the customer
back. Default = 60.
Callback Settings Section
Personalized callback
Enables the personal callback option. This option allows an
agent to schedule a callback to a customer for a particular
date and time, which connects the same agent that initiated
the callback to the customer at the time of the callback.
Reschedule callback mode
(required)
Determines how Outbound Option should handle the personal
callback if the agent is not available:
• Use the alternate VDN.
• Reschedule the personal callback to the same time the next
business day.
• Abandon the personal callback.
Campaign Prefix Digits
Step 5
Digits to be prefixed before every customer number. Using
the Unified CM translation pattern feature, this field will be
used to set a custom ANI for calls generated by a specific
campaign.
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. See Chapter 1, "Outbound Business Concepts (page 7)," for conceptual
information about the CPA and transfer to IVR features.
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Field
Description
Agent Based Campaign
Call Progress Analysis
If this option is disabled, all Call Progress Analysis for all
calls made from this dialer will be disabled on a
campaign-by-campaign basis, including voice detection,
fax/modem detection, and answering machine detection.
(Default = Disabled.)
Agent Based Campaign
This type of campaign uses an outbound mode that causes
the Dialer to transfer every customer call associated with a
specific skill group to an agent.
Enable IP AMD
If this option is enabled, when the Dialer detects an answering
machine, it does one of the following actions. (Default =
Enabled.) Selecting this option enables answering machine
detection for the IP dialers in the system only.
• Abandon Call (default)
Drops the call, marks it as an answering machine, and
schedules a retry.
• Transfer to Agent
Transfers detected answering machines to agents. No
priority is given to customer calls over answering machine
calls.
When enabling this option, reduce the Lines per agent
setting on the Campaign General tab to account for AMD
calls being transferred to agents.
• Transfer to IVR Route Point
Transfers the call to play a pre-recorded message. (The
IVR route point is configured in the Skill Group Selection
dialog box in the Campaign Skill Group Selection tab.)
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.
Transfer to IVR Campaign
Transfer to IVR Campaign
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Field
Description
specific skill group to a service control-based IVR instead of
an agent. This feature allows a contact center to run unassisted
outbound campaigns using pre-recorded messages in the IVR.
Enable IP AMD
If this option is enabled, when the Dialer detects an answering
machine, it does one of the following actions. (Default =
Enabled.) Selecting this option enables answering machine
detection for the IP dialers in the system only.
• Abandon Call (default)
Drops the call, marks it as an answering machine, and
schedules a retry.
• Transfer to IVR Route Point
Transfers the call to play a pre-recorded message. (The
IVR route point is configured in the Skill Group Selection
dialog box in the Campaign Skill Group Selection tab.)
• Terminate Tone Detect
Transfers the call after detecting the answering machine
beep.
Step 6
Abandon Call (default)
Drops the call and marks it as an answering machine.
Transfer to IVR Route Point
Transfers the call to play a pre-recorded message. (The IVR
route point is configured in the Skill Group Selection dialog
box in the Campaign Skill Group Selection tab.)
Terminate Tone Detect
Transfers the call after detecting the answering machine beep.
Click Add. Specify the following information on the Campaign Query Rule Selection tab page.
Field
Description
Query rule name
The name of the query rule.
Enable
Enables the query rule for this campaign. Default is enabled.
Start time
The time when a query rule can begin to execute during this
campaign; for example, 6:00 P.M. This time is the local time
at the ICM Central Controller.
End time
The time when a query rule must stop executing during this
campaign, for example, 8:00 P.M. This time is the local time
at the ICM Central Controller.
Penetration
The maximum number of people this campaign tries to contact
(not necessarily talk to) during a query rule execution; for
example, 500 contact attempts. When a query rule reaches
the penetration number, it stops executing and the next query
rule in the list begins to execute.
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Field
Description
Duration
The total amount of time that this query rule can run during
this campaign; for example, 30 minutes. When the query rule
reaches the time limit, it stops executing and the next query
rule in the list can begin to execute.
Hit Rate
The minimum percentage of calls that can be answered
(excluding answers by answering machines) during this query
rule execution, for example 30 percent. If the hit rate drops
below this value, the next query rule begins executing.
Specify the following information on the Campaign Skill Group Selection tab page.
Field
Description
Skill Group Name
The name of the skill group assigned to this campaign.
Overflow Agents per Dialer
(0-100)
This setting is sometimes useful for Progressive campaigns
if you want to reduce the abandon rate at the cost of increasing
agent idle times. It insures that there is always at least one
extra agent reserved before it will begin dialing. When this
is set to 1, at least two agents need to be reserved before the
dialer will start dialing. The intention is to increase the odds
that an agent will be available when two or more customers
answer. This will increase agent idle times while decreasing
the abandon rate.
Dialed number
The digits that will be dialed to reserve an agent in the
configured skill group. The Dialed Number in IPCC
Enterprise allows only alphanumeric and (.)and (_)as valid
characters and does not alllows special characters like
*,@,#...etc,which are actually acceptable for this Dialed
number.
Records to cache (20-100)
The minimum number of dialing numbers that each dialer
caches for each of your Outbound Option skill groups. Default
is 100.
Note that this value should not exceed 100 records.
Number of IVR Ports
The total number of IVR ports allocated for the specific skill
group. This value indicates how many ports are available
where the Dialer can transfer customer calls. Since this value
indicates the total number of ports supported by the IVR for
the current skill group, multiple skill groups can make transfer
to IVR calls and can use one IVR to play different messages
based on the route point where the contact is transferred. If
there are multiple dialers associated with this skill group,
each dialer will dial a fraction of the total number of ports.
Route Points for Transferring to an IVR
After AMD and for transfer to If the campaign is a Transfer to IVR campaign or is
IVR campaigns
configured to transfer AMD calls to an IVR, this number
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Field
Description
indicates the route point required to execute the transfer to
IVR routing script. This number should coincide with a route
point configured on Unified CM and assigned to the PGUser.
Contacts will be transferred to this route point, which points
to a routing script. This script will transfer the call to an IVR.
The maximum length is 32 characters.
When no agents are available If the campaign is a Transfer to IVR campaign or is
configured to transfer AMD calls to an IVR, this number
enables the Dialer to play a message to any calls about to be
disconnected due to lack of available agents. This number
should coincide with a route point configured on Unified CM
and assigned to the agent PG's CTI application (for example,
PGUser). Contacts will be transferred to this route point,
which points to a routing script. This script will transfer the
call to an IVR. The maximum length is 32 characters.
Filter
Peripheral
The name of the Peripheral for which the Skill Groups to be
assigned to this campaign are to be configured. Click Add in
the Skill Group Selection tab to display a pop-up window
listing the configured Peripherals.
Skill Group Condition
Select the condition for filtering the skill groups associated
with the selected peripheral. Then click Retrieve.
• None - This means no filter is selected 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.
Reverse
Enabled when a retrieve operation retrieves more than 100
skill groups from the ICM database. Click to display the
previous 100.
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Step 8
Field
Description
Of
This displays the total number of skill groups retrieved.
Specify the following information on the Campaign Call Target tab page.
Field
Description
Daylight Savings Zone
The daylight savings zone for the calling targets that you
specify in the Zone 1 and Zone 2 portion of this page. This
daylight saving zone describes the default time zone to use
for any numbers dialed which do not map to the Outbound
Option region prefixes.
Zone 1 and Zone 2 options
Enable this option, then enter the start and end times for
reaching your calling targets.
Note: The start and end times are local to your contacts (that
is, Customer Time). The same number can be assigned to
one or both zones at the same time. Zone 1 time and Zone 2
time cannot overlap.
Numbers to dial
Lists the phone numbers in the order they will be dialed for
the Zone 1 or Zone 2 calling targets.
• To move a phone number into the Numbers to dial list,
click a number in the Available numbers list and then click
the left arrow to add it to the Numbers to dial list.
• To delete a phone number in the Numbers to dial list, click
the number and then click the right arrow to add it to the
Available numbers list.
• To control the dialing order, use the up and down arrows
to move the phone numbers within the Numbers to dial
list.
Note: Do not move phone numbers after the campaign has
started because the phone numbers might not be dialed.
Available numbers
Contains the available phone numbers that can be added to
the Numbers to dial list for the Zone 1 or Zone 2 calling
targets.
Note: Customers are dialed based on the time zone of the
first phone configured on this tab. The time zone is based on
the prefix of the phone number and the region prefix
configuration. If two phone numbers imported for the same
customer have different time zones, both phones will be called
during times that are valid for the first phone.
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Notes on Editing a Campaign in Progress
Step 9
Click Save.
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.
Creating a Call Type
Perform the following steps to create the call type that the scripts you create later will reference.
Step 1
In ICM Configuration Manager, double-click the Call Type List tool.
Step 2
Click Retrieve.
Step 3
Click Add.
Step 4
Enter the Name for the call type.
Step 5
Accept the defaults for all other fields.
Step 6
Click Save.
Setting Up the Reservation Script
Use the Script Editor application to create a reservation script that uses the dialed number for
the MR routing client and routes through a Select node to the previously configured skill group.
Note: You must configure a skill group and a route in the Skill Group Explorer before you begin
this procedure.
Step 1
Using the Script Editor Call Type Manager, associate the MR (and Personal Callback, if used)
dialed number(s) with the configured call type and newly created reservation script.
Note: Refer to the Script Editor online help for information about using the Script Editor
application.
The following diagram displays a sample reservation script that uses these objects.
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Notes on Editing a Campaign in Progress
Figure 18: Sample Routing Script
Note:
• Lines connecting objects cannot appear on top of objects and therefore, partially display under
the objects; for example, the line connecting the “X” (output terminal failure) on the Select
object to the End object runs partially under the Select object.
• Translation routes are not used in the IPCC System PG, so Transfer to IVR scripts using this
PG do not need to use this object.
Configure a Transfer to IVR Script
Note:
• If you previously installed the Outbound Option Transfer to IVR engineering special, you
need to reconfigure the transfer to IVR settings using the following instructions.
• You must have a translation route configured before you start this procedure. Refer to the
Installation and Configuration Guide for Cisco Unified Contact Center Enterprise for
instructions.
Perform the following steps to configure Outbound Transfer to IVR.
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Notes on Editing a Campaign in Progress
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.
The following illustrates an example for IPCC Enterprise.
Figure 19: Sample CVP routing script
The following illustrates an example for System IPCC.
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Figure 20: System IPCC Example
Note:
• The Transfer to IVR feature requires that a translation route to a skill group must be specified
in a Transfer to IVR script. It also requires that the translation route must point at a Queue
to Skill node. In System IPCC deployments, translation routes are handled automatically by
the IPCC System PG.
• Refer to the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center
Enterprise & Hosted for task-based information about using Script Editor. Refer to the Script
Editor online help for detailed information about the Script Editor options.
Step 2
If you want to implement answering machine detection as part of this transfer to IVR script,
include an If node that evaluates the value of the BAResponse variable and prescribes a call
treatment depending on the CPA result of the call (that is, whether the call detected voice or an
answering machine).
The following is an example of such an If node:
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Notes on Editing a Campaign in Progress
Figure 21: Exanoke BAResponse If Node
Step 3
Create an IVR or VRU script. (Be aware that this script is different from a reservation script.)
The IVR script contains a list of commands that tell the IVR what kind of information to play
to the customer, such as a pre-recorded message using a .wav file. The IVR script can also
collect survey information by requesting the customer to press specific numbers. Consult your
Unified CVP, IP/IVR, or documentation for your other third party IVR for more information.
Step 4
Schedule the script by following the procedure in the "Mapping Scripts and Call Types and
Dialed Numbers (page 112)" section.
Setting Up the Administrative Script
Use the Script Editor application to create an administrative script for each skill group to control
the OutboundControl variable and the skill group reservation percentage. The Outbound Option
Dialer looks at the value of this variable to determine which mode each skill group uses.
Note:
• If the OutboundControl variable is not set, the skill group defaults to inbound. See Chapter
1, "Outbound Business Concepts (page 7)," for detailed information about Outbound Option
outbound dialing modes.
• Be aware that the dynamic routing client feature is used when an outbound agent transfers a
call using Unified CVP to a Type 2 VRU. (Make sure the routing client for the translation
route labels is Unified CM, which makes the outgoing call.)
Perform the following steps to create the administrative script:
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Notes on Editing a Campaign in Progress
Step 1
Open the Script Editor application.
Step 2
Create an administrative script (one script can be used to control all Outbound Option skill
groups or multiple scripts can control multiple Outbound Option skill groups).
Step 3
Set up the script with the following nodes (required): Start, Set Variable, End, and If.
The following diagram displays a very simple administrative script where both the
OutboundControl variable and the outbound percentage are set for a skill group. A script in a
production call center would typically be more complex, perhaps changing these variables due
to time of day or service level.
Figure 22: Sample Administrative Script
Note: Important! The transfer to IVR feature requires an IF node in the administrative script
to disable it if the IVR is not available. Also, to ensure timely responses to IVR outages, set the
administrative script to run every minute. When using the IPCC System PG, use this node to
ensure that the trunks are not set to idle; for example,
“NetworkTrunkGroup.IPCC_Component_Interface_PG_NTG.TrunksIdle>0.” See Chapter 1,
"Outbound Business Concepts (page 7)," for detailed information about the transfer to IVR
feature.
Step 4
Use the Set node to set skill group variables (OutboundControl and OutboundPercent).
Step 5
Set the OutboundControl variable. Setting this variable enables contact center managers to
control the agent mode. Set this variable to one of the following values:
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Notes on Editing a Campaign in Progress
Table 7: OutboundControl Variable Values
Value String
Description
INBOUND
Dedicated Inbound Mode
Agents will take inbound calls only. Outbound dialing is
disabled for the skill group.
PREDICTIVE_ONLY
Dedicated Outbound Mode
Agents in the skill group are dedicated for outbound Predictive
calls only.
PREVIEW_ONLY
Dedicated Outbound Mode
Agents in the skill group are dedicated for outbound Preview
calls only.
PROGRESSIVE_ONLY
Dedicated Outbound Mode
Agents in the skill group are dedicated for outbound
Progressive calls only.
PREVIEW_DIRECT_ONLY
Dedicated Outbound Mode hearing ring tones
Agents only place outbound calls and hear ring tones, such
as phone ringing or busy signal.
Note:
• Outbound Option only supports base skill groups. Sub-skill groups are not allowed.
• Verify that the OutboundControl variable mode is spelled correctly. The Script Editor will
pop up a warning if it does not recognize the syntax of the OutboundControl variable.
• If the administrative script is changed and the SET node is removed, the value of the
OutboundControl variable is the same as it was the last time the script was executed. However,
if the Central Controller is restarted, the value resets to INBOUND.
When a call is placed using Outbound Option, the desktop buttons perform as described in the
table in the Desktop Button Performance (page 45) section.
Step 6
Set the OutboundPercent variable in the same administrative script; for example, select the
OutboundPercent variable in the Set Properties window and enter the agent percentage in the
Value field. This variable controls the percentage of agents, which are logged into a particular
skill group, which is used for outbound dialing. For example, if there are 100 agents logged into
skill group N, and the OutboundPercent variable is set to 50%, 50 agents would be allocated
for outbound dialing for this campaign skill group. This allows the rest of the agents to be used
for inbound or other active campaigns.
Note:
• The OutboundPercent variable also applies to Transfer To IVR campaigns, by controlling
the percentage of IVR Ports that will be considered for the campaign skill group.
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Sample Administrative Scripts
• This variable does not allocate specific agents for outbound dialing, just a total percentage.
Step 7
Schedule the script.
a.
Select Script > Administrative Manager. An Administrative Manager dialog box appears.
b.
Click Add.
c.
On the Script tab, select the administrative script.
d.
On the Period tab, specify the frequency that the script will run (recommended frequency
is that the script run every minute of every day).
e.
Optionally, enter a description on the Description tab.
f.
Click OK.
Sample Administrative Scripts
The following sections describe two sample administrative scripts.
Administrative Script 1: TimeBasedControl
The following figure is a simple example of setting skill group modes for maximizing the
resource utilization in a call center based upon time of day.
Figure 23: TimeBasedControl Script
The above script divides the day into three parts:
• Peak Inbound Traffic Period (8:00 AM to 12:00PM): The skill group variable is set to
INBOUND only, as during this time more agents are required to handle inbound calls.
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• Off-Peak Traffic Period (2:00PM to 4:00PM): During this time, the skill group variable
is set to PREVIEW_BLENDED, so that when an agent is not on an inbound call, Outbound
Option presents the agent with Preview calls. Once the agent is on a Preview outbound call
or is busy making a decision to accept or reject the call, Unified ICM software will not route
any inbound call to that agent. As soon as the agent is finished with the Preview call, Unified
ICM software can again route an inbound call to the agent. If there are no inbound calls,
Outbound Option will reserve the agent for another outbound call.
• All Other Periods: For the rest of the day, the skill group variable is set to
PREDICTIVE_ONLY so that if any agents are logged-in, Outbound Option will immediately
reserve the agents for outbound calls.
Administrative Script 2: ServiceLevelControl
The following figure demonstrates how to control skill group modes based upon "Service Level,"
which maximizes the resource utilization in a call center and maintains an acceptable service
level at the same time.
Figure 24: ServiceLevelControl Script
This script divides the day into two parts:
• Peak Traffic Period (8:00AM to 12:00PM): During this period, the skill group variable is
set to INBOUND only, as during this time more agents are required to handle inbound calls.
• Other Periods: During all other time periods, the skill groups modes are set according to
the service level in the past half hour. If the peripheral service level in the past half hour
period is over 85%, the skill group variable gets set to PREDICTIVE_ONLY, which
maximizes the efficiency of outbound campaigns. If during any half hour period the peripheral
service level drops below 85%, the skill group is switched to PREVIEW_BLENDED, so
that the agents in the skill group can accept inbound calls in order to improve the service
level. When the agents are not in an inbound call, Outbound Option presents the agents with
a Preview outbound call, thereby maximizing the resource utilization for the call center at
the same time.
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Mapping Scripts and Call Types and Dialed Numbers
After you create a reservation script, you must associate that script with the call type and dialed
number configured for the campaign. To do this, perform the following steps.
Step 1
In Script Editor, open the script.
Step 2
Select Script > Call Type Manager. A Call Type Manager dialog displays.
Step 3
Select the call type from the Call Type pull-down menu.
Step 4
Click OK.
Step 5
On the Schedules tab, click Add. A Call Type Schedule dialog displays.
Step 6
Select the script. Click OK.
Single Dialer Options
Predictive and Progressive agent campaigns are more effective when there are larger agent pools
available for the Dialer. If the Dialers are underutilized or if there are some campaigns which
target a smaller agent pool, then you might want to take an active role in pushing the campaign
to one Dialer or the other.
In addition, there are a couple of ways to map specific campaigns to one dialer or the other.
Dialers are deployed in pairs, but each dialer has its own MR PIM routing client connection for
making route requests for the purposes of reserving agents.
• Single Dialer – Service Control Manager Option:If the dialer11: Dialer Capacity Half
Hour report indicates that the dialer ports are underutilized, then you might want to consider
shutting down one of the dialers using the Service Control Manager and running all of the
campaigns for the agent controller/PG from one dialer. Bring the offline dialer back online
in case of failures or if the active dialer becomes overutilized.
• Single Dialer – Configuration Option: The configuration only option configures the agent
reservation DN on only one of the MR routing clients. This is a straightforward method, but
it gives you a little less flexibility to switch a campaign from one dialer to the other using
the AW Script Editor.
• Single Dialer – Scripting Option: The scriptable solution uses an IF node in the routing
script to honor requests from one dialer by filtering the Routing Client ID of the MR PIM
associated with a specific dialer.
In this model, the dialer which is ignored will continue to make route requests for this
campaign skill group, but they will be rejected. The active dialer will continue to work on
the available agents for that skill group.
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Step 1
Step 2
Step 3
Obtain the Routing Client ID by doing the following:
a.
Using the PG Explorer on the AW, select the MR PG.
b.
Select MR PIM1, and then select the Routing Client tab.
c.
Record the ID (for example, 5001).
d.
Select MR PIM2 and record the ID.
Modify the Routing Script by doing the following:
a.
Open the AW Script Editor and then open the reservation routing script for a specific skill
group/campaign.
b.
Before the LAA to skill group node, insert an IF node.
c.
In the IF Node, select the Formula Editor.
d.
Select the Call object.
e.
Select the RoutingClientID.
f.
Complete the expression using a double equal sign and the specified RoutingClientID for
the MR PIM routing client for the Dialer you want to isolate; for example,
Call.RoutingClientID = 5001.
g.
Add connectors to the IF node so that it occurs prior to the LAA/skill group node in the
script workflow.
h.
Leave the failure path (x) for the IF Node blank, so that the routing script will return an
error to the dialer.
i.
Optionally, if you want to make the script more flexible, you can add a SWITCH node in
the routing script with three branches, so that the script can be modified to select either
the dialer side or include both with a simple script edit.
Validate the setup by doing the following:
a.
Run the routing script in monitor mode to verify that route requests are processing it to
the proper dialer.
b.
Examine the Route Call Detail records to validate if calls to the MR Dialed Number for
this campaign skill group are being routed for this RoutingClientID, and are being rejected
for the RoutingClientID you want to ignore (that is, ErrorCode > 0).
Note: The caveat with the Single Dialer Configuration and Scripting options is that some records
will be stranded on the dialer whose campaign agent reservation requests are ignored for this
campaign. The number of records stranded is the same as the Records To Cache value configured
in the campaign skill group.
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Verifying the DN/Script Selector Configuration
Verifying the DN/Script Selector Configuration
Outbound Option places agents in the Reserved state prior to using them for an outbound call.
The Dialer does this by using the dialed number to route to an agent. The following procedure
describes how to verify if this mechanism is working properly.
How to Verify DN/Script Selector Configuration
When an Outbound Option Dialer is installed in an IPCC Enterprise 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 appropriate configuration and
reservation script generation has already been performed.
Step 1
Log an agent into a skill group that will participate in an outbound campaign and 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 will be used for predictive and preview
calls, make sure to verify both dialed numbers.
Step 2
Run the Script Editor application and select the Call Tracer utility from the Script > Call
Tracer menu. Select the routing client associated with the MR PG and choose the Dialed
Number.
Step 3
Press the Send Call button to simulate a route request and note the results. If a label was returned
for the agent who was logged in above, the reservation script is working properly and the Dialer
will be able to reserve agents through this script. If a label is not returned while running this
script, see Chapter 6, "Troubleshooting (page 131)," to determine where the problem occurs.
Verifying Reservation Call Answering
As described in the previous "Verifying the DN / Script Selector Configuration (page 114)"
section, Outbound Option places agents into a Reserved state by making routing requests and
subsequent calls to an agent phone station. These calls are typically automatically answered by
the Outbound Option Dialer component without agent intervention. However, there might be
times when it is desirable to have the agent’s phone auto-answered directly by the ACD (or
Unified CM). For Outbound Option to function properly, only use one of these methods to
answer the agent phone, not both.
Verifying Your Campaign Configuration
As a final step to verify that you have configured your Outbound Option campaign correctly,
create a small campaign of one or two entries that will dial office phones or your cell phone.
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Chapter 5
Administrative/Supervisory Tasks
This chapter, intended for administrators and supervisors (who may or may not have
administrative permission), provides an overview of the Outbound Option administrative and
supervisory tasks.
This chapter contains the following topics:
•
•
•
•
Reading Reports, page 115
Working with Agents, page 120
Working with Imports, page 121
Running and Managing Effective Campaigns, page 123
Reading Reports
This section provides information on how to read and understand the Outbound Option reports.
Reporting Information for Administrators/Call Center Supervisors
Outbound Option Reports
This section describes the Outbound Option predefined report templates, created using the
Unified CCE reporting tool, WebView, to view reports on the following enterprise contact
center activity:
• Campaigns (page 116)
• Skill groups (page 118)
• Agents (page 118)
• Import Rule (page 119)
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• Dialer (page 119)
Note:
• All Outbound Option reports are voice-only reports and can be used in IPCC Enterprise
environments.
• When deploying Outbound Option using Cisco System IPCC, Outbound Option reports will
display data. If Outbound Option is not deployed, the reports will be blank. In System IPCC
deployments, Outbound Option report templates will display in WebView whether or not
Outbound Option is actually in use.
You can modify the predefined templates using the Sybase InfoMaker tool. InfoMaker is an
optional, third-party application for creating custom reporting templates. If you need to create
custom templates, you must purchase InfoMaker from Sybase, Inc.
Note: The Template Design Guide Using InfoMaker for Cisco ICM/IPCC Enterprise & Hosted
provides instructions for using InfoMaker from Sybase to create and modify templates used
with WebView. Refer to the WebView Installation and Administration Guide for information
about installing InfoMaker.
The Outbound Option report templates produce real-time and historical reports that display
information in one of the following ways:
• Real-time: Displays information about a system entity at that particular instant of time; for
example, number of tasks agent is currently working on, number of agents currently logged
in a skill group. Every 15 seconds (this value is configurable), WebView templates
automatically query the real time database (Admin Workstation database on the distributor)
to get the data for a real time report. The data is written to the database (by the CallRouter)
almost every 10 seconds.
• Half-hour/Daily: Provides statistics for each half-hour period. Many of the half-hour reports
are also available in a daily report format.
Note: Since Outbound Option uses a routing script along with a physical call to reserve agents,
the Call Type real-time and half-hour reports contain data for Outbound Option reservation
calls. It is important to note that this call type data pertains only to reservation calls and does
not include reporting information for any outbound calls. To eliminate any confusion regarding
Call Type reporting, create a separate call type for Outbound Option routing scripts.
Campaign Reporting
Outbound Option provides a campaign report template that details information about the
effectiveness of a given campaign. This list can also be used for Agent and IVR campaigns.
Observe the following guidelines when using the campaign reports:
• When the Campaign Manager restarts, there will be some data loss.
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• Campaign Real Time reports only capture call results since the last Campaign Manager
restart.
• Campaign Real Time reports describe how many records are left in the campaign dialing list.
• Campaign and Dialer Half Hour reports provide call result counts since the last Campaign
Manager restart in the half hour that it restarts.
• Dialer utilization fields in the Dialer Half Hour report will be unaffected, although the Half
Hour record might be missing if the Campaign Manager was inactive during the half-hour
boundary. When the Dialer restarts only the Dialer Utilization fields will be affected; therefore,
the Dialer Utilization will only capture port status since the Dialer restarted during that half
hour. Some records might be left in an active state for a short period of time after the Dialer
or Campaign Manager restarts, but the Campaign Manager has a mechanism to reclaim those
records.
The following table describes the campaign report templates.
Table 8: Campaign Report Templates
Template Name
Description
Camqry01: Call Counts of Query Rule within
Campaign Real Time Report
Provides a summary of call results for query rules within a campaign
since the beginning of the day.
Camqry02: Summary of Call Counts Per
Campaign Real Time Report
Provides 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.
Camqry03: Valid Campaign Dialing Times Real Provides a view of what is configured for valid campaign calling times
Time Report
for zone1 and zone2 for selected campaigns. The times are relative to
the customer’s time zone.
Camqry04: Query Rule Dialing Times Real Time Provides a view of what is configured for valid campaign calling times
Report
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.
Camqry05: Call Summary Count Of Query Rule Displays how many records for selected query rules have been dialed
Within Campaign Real Time
to completion, and how many records are left.
Camqry06: Call Summary Count per Campaign Displays how many records for selected campaigns have been dialed
Real Time
to completion, and how many records are left.
Camqry10: Call Counts of Query Rule within
Campaign Half Hour Report
Provides a summary of call results for selected campaign query rules
for selected half hour intervals.
Camqry11: Summary of Call Counts per
Campaign Half Hour Report
Provides a summary of call results for all query rules for selected
campaigns for selected half hour intervals.
Camqry12/13: Summary of Attempts per
Campaign Half Hour Report/Daily Report
Generates an historical table by half-hour/daily report that shows the
status (summary and percentage) of each campaign for the selected
time period.
Camqry14/15: Breakdown of Attempts (%) per Generates an historical table by breakdown of attempts (in percentage)
Campaign Half Hour Report/Breakdown of
of each campaign for the selected time period.
Attempts (%) per Campaign Daily Report
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Template Name
Description
Camqry16/17: Summary of Attempts per Query Generates an historical table by half-hour/daily report that shows the
Rule Within Campaign Half Hour Report/Daily status (summary and percentage) per query rule of each campaign for
Report
the selected time period.
Camqry18/19: Breakdown of Attempts (%) per Generates an historical table by breakdown of attempts (in percentage)
Query Rule Within Campaign Half Hour
per query rule of each campaign for the selected time period.
Report/Daily Report
Camqry20/21: Campaign Consolidated Half
Hour Report/Daily Report
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.
Camqry22/23: Campaign Consolidated Detailed Generates an historical table by breakdown of actual customer calls
Half Hour Report/Daily Report
(outbound calls which reached live voice, inbound calls and/or calls
transferred to the campaign's skill group) for the selected campaigns
and their skill groups for the selected time period.
Skill Group Reporting
For skill group reporting per campaign, Outbound Option provides report templates that
accurately represent the skill group activity for a contact center.
The following table describes the skill group report templates.
Table 9: Skill Group Report Templates
Template Name
Description
Perskg11: Outbound Option (Blended Agent)
Statistics By Skill Group Report
Generates a real-time table that shows all skill groups and their
associated Outbound Option status.
Perskg12: Outbound Option (Blended Agent) Generates an historical table by half-hour that shows Outbound Option
Task Detail Performance In Skill Groups Half counts for agents signed on, handle, talk, and hold states.
Hour Report
Agent Reporting
For agent reporting per campaign, Outbound Option provides report templates that accurately
represent the outbound agent activity for a contact center, including information grouped by
skill group.
The following table describes the agent report templates.
Table 10: Agent Report Templates
Template Name
Description
Agtskg06: Outbound Option (Blended Agent) Generates a real-time table that shows Outbound Option agent activity
Status Report
related to Outbound Option calls.
Agtskg10: Outbound Option (Blended Agent) Generates an historical table that shows agent daily performance for
Predictive and Progressive Tasks Detail
Outbound Option predictive calls, by skill group.
Performance Report
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Template Name
Description
Agtskg11: Outbound Option (Blended Agent) Generates an historical table that shows agent daily performance for
Preview Task Detail Performance Report
Outbound Option preview calls, by skill group.
Agtskg12: Outbound Option (Blended Agent) Generates an historical table that shows agent daily performance for
Reservation Task Detail Performance Report Outbound Option reservation calls, by skill group.
Import Rule Reporting
The following information is available in the Import Rule reports:
• Number of successful, unsuccessful, and total records imported by time range
• Current import status
The following table describes the Import Rule report templates.
Table 11: Import Rule Report Templates
Template Name
Description
Imprul01: Import Status Real Time Report
Generates a real-time table that shows the number of successful,
unsuccessful, and total records imported, or to be imported.
Imprul10: Import Rule Report
Generates an historical table that shows the number of successful,
unsuccessful, and total records imported by time range. The Total
Records column indicates the total number of records available in the
import file.
Dialer Reporting
The Outbound Option Dialer reports provide information about the dialer platform. These
predefined templates include information about performance and resource usage. They provide
you with a mechanism for determining if additional dialer port resources are necessary to support
more outbound calls.
The Outbound Option Dialer reports display information in one of the following ways:
• Dialpr01: Displays real-time port status for all the ports within a dialer
• Dialer01, Dialer10, and Dialer11/12: Provides half-hour and real-time statistics
The following table describes the Outbound Option Dialer report templates.
Table 12: Outbound Option Dialer Report Templates
Template Name
Description
Dialer01: Dialer Real Time Report
Generates a real-time table that shows contact, busy, voice, answering
machine, and SIT Tone detection for each dialer.
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Template Name
Description
Dialer10: Dialer Call Result Summary Half
Hour Report
Generates an historical table by half-hour that shows contact, busy, voice,
answering machine, and SIT Tone detection for each dialer.
Dialer11/12: Dialer Capacity Half Hour/Daily Displays Dialer idle and all ports busy information, as well as average
Report
reservation call time and average customer attempt times.
Dialpr01: Dialer Port Status Real Time Report Displays Dialer status on a port-by-port basis used for troubleshooting.
If this report does not display any records, this indicates the data feed is
disabled by default. See the "Enabling WebView Reporting on the
Outbound Option Dialer (page 157)" section in Chapter 6,
"Troubleshooting," for instructions on how to enable the data feed for
troubleshooting activity.
See Also
Refer to the WebView reporting documentation for more details.
Working with Agents
In addition to reviewing the following sections, note that the table below lists agent tasks and
their documentation references.
Task
Where Discussed/Notes
Adding Agents
Installation and Configuration Guide for Cisco Unified Contact Center Enterprise
Dedicating Agent to Outbound
Activity Only
Installation and Configuration Guide for Cisco Unified Contact Center Enterprise;
assign the agent only to campaign skill groups
Reskilling Agents
Agent Reskilling Tool Online Help
Adding Agents
You assign agents to skill groups to map them to campaigns and to skill the agents for multiple
active campaigns.
Note: An agent can be assigned to multiple campaigns.
See Also
See the "Agents Skilled for Multiple Active Campaigns (page 27)" section for more details.
Refer to the Installation and Configuration Guide for Cisco Unified Contact Center Enterprise
for detailed instructions on how to add/assign agents.
Dedicating a Particular Agent to Only Perform Outbound Activity
To perform this activity, associate the agent only with campaign skill groups.
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What Happens If an Agent Does Not Accept or Refuse a Contact During a Certain Time Period While in Preview
Mode
There is no timeout period implemented for this situation. The Outbound Option Dialer continues
to wait for the agent to respond; however, you can implement a timeout in the agent’s desktop,
if desired.
Agent Re-skilling
The Cisco IP Contact Center agent re-skilling feature allows supervisors to login and change
the skill groups for agents they manage. You can access this feature using the IPCC Enterprise
Agent Re-skilling Tool. This tool is an optional, browser-based application designed for use by
IPCC call-center supervisors. It lets you change the skill group designations of agents on your
team and quickly view skill group members and details on individual agents. Changes you make
to an agent’s skill group membership take place immediately without need for the agent to exit
and re-enter the system.
Note: If your company decides to install this tool, you can perform the functions listed above.
The Agent Re-skilling Tool is an optional tool, so this tool might not be available on your
system.
Refer to the IPCC Enterprise Agent Re-skilling Tool online help for information about using
the agent re-skilling feature.
See Also
Refer to the IPCC Administration Guide for Cisco Unified Contact Center Enterprise for detailed
instructions on how to re-skill agents.
Working with Imports
Running Imports
Before you run an import , you must first create an import rule file that contains the data to be
imported. This import rule can have a maximum of 10240 characters per row, and can be in one
of two formats:
• Comma-delimited format – Each column data is separated by a comma
• Fixed format - Each column data is separated by spaces
Then, to run the import, specify information about that import in the Import Rule component:
• On the General tab, specify attributes such as the Import Type (contact list or do not call list),
the directory path of the import file, and the format of the import file.
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• On the Definition tab, specify the import file fields that are to appear as columns in the import
list.
• On the Schedule tab, specify the time that you want the import to start and how often you
want the import to run.
See the "Creating an Import Rule (page 89)" section in Chapter 4, "Configuring Campaigns
and Imports," for detailed information about the Import Rule configuration component.
When the import runs, the data is read and the import file is renamed so that it is not reimported.
This allows you to read and review the import file (if necessary) to troubleshoot problems.
Creating a Do Not Call List
When creating a Do_Not_Call list file, format it correctly using the following instructions.
Step 1
Using a text editor, create a text file that will contain all the do-not-call phone numbers.
Step 2
Enter a phone number and an extension (if applicable) for each Do Not Call entry on a new
line.
Step 3
Observe the following characteristics for each Do Not Call entry:
Step 4
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.
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.
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Do Not Call import files are read by the Campaign Manager and then stored in memory. Dialing
List entries are marked as Do Not Call entries only when the Campaign Manager fetches the
Dialing List entry and only when there is an exact, digit-for-digit match. This allows Do Not
Call imports to happen while a Campaign is running without rebuilding the Dialing List.
Note: If the Dialing List includes a base number plus extension, it must match a Do Not Call
entry for that same base number and same extension. The Dialer will not dial the extension.
When the Campaign Manager starts it automatically imports from the DoNotCall.restore file
stored in the <drive>\icm\<instance>\la\bin directory. When reading Do Not Call 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 1GB if 60 million DNC records are imported; each
having ten-digit numbers plus five-digit extensions. Sufficient disk space must be available on
LoggerA to store the DoNotCall.restore file.
You can access information about the National Do Not Call list at the following Web site:
https://telemarketing.donotcall.gov/. The Federal Trade Commission’s (FTC) Web site contains
information about telemarketing rules and regulations.
Note: To clear the Do Not Call list, import a blank file with the overwriting option enabled.
Adding Attributes to a Contact List
To add additional attributes to the import, perform the following steps.
Step 1
In ICM Configuration Manager, double-click the Outbound Option Import Rule component.
Step 2
Enter the attributes in the fields on the Import Rule Definition tab page.
Step 3
Add custom attributes using the custom selections.
These custom attributes are only useful for filtering out customer contacts into different dialing
lists based on your business needs; for example, you could define a custom entry called "Amount
Owed" and add the customer contacts that owe more into a different dialing list that can be
dialed at a higher priority.
Note: These custom attributes will not be forwarded to the agent desktop.
Step 4
Click Save.
Running and Managing Effective Campaigns
To manage your campaigns most efficiently, use multiple query rules instead of using multiple
campaigns.
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Running a Single Campaign Versus Multiple Campaigns
You might choose to run multiple campaigns due to different calling policies (for example, time
rules) or to run different outbound modes simultaneously.
From the perspective of dialer port allocation, running fewer campaigns with a larger agent pool
is more efficient. Dialer ports are allocated based on the number of agents assigned and the
current number of lines per agent to dial. The more campaigns you have that are active, the
more the ports will be distributed across the campaigns, which affects overall efficiency.
Note: Use query rules to break down a campaign into smaller requirements. These rules can be
enabled based on penetration or scheduled times. Campaign reports are available on a query
rule level.
Getting Results for Individual Customers
After running a campaign, you might want a list of customers who were reached, not reached,
or have invalid phone numbers. Getting this information from your CRM integration in a more
understandable format is one way to retrieve the information, but listed below are a couple of
other options on where to get this data from the Outbound Option solution.
Interpreting Information from the Dialer_Detail Table
The Dialer_Detail table is a single table that contains the customer call results for all campaigns.
Step 1
View the Dialer_Detail table, which resides on the HDS (offline data storage).
Step 2
Each attempted Outbound Option call is recorded as an entry in the table. Each entry lists the
number called and which numbers are invalid.
See Also
See Appendix C, "Dialer_Detail Table (page 175)," for more information.
Dialing List
The Dialing List is another good source of information, but it has several drawbacks as compared
to the Dialer_Detail table. The Dialing List is only located in the Campaign Manager’s private
database on the Logger Side A, so excessive activity on that table will likely have a negative
performance impact on the real-time processes running on that platform, and in particular the
Campaign Manager. This can lead to interruptions in dialing and long idle times for agents, so
avoid querying this table while campaigns are in progress.
Another drawback to using the Dialing List is that there is a different dialing list table for every
campaign query rule, so you must look in multiple locations as opposed to looking in the one
Dialer_Detail table.
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Changing the 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, particularly if the
campaign import is an append instead of an overwrite type. Be aware that modifying this option
in the campaign configuration will result in an update of all customer records that were not
successfully contacted. The Campaign Manager can only update about 20 records per second,
and no new customer records will be delivered to the Dialer for this campaign while this update
is in progress; therefore, only update the Maximum attempts field when the campaign is not
in progress.
You can view how many records have been closed and how many were successfully reached
by using the camqry06: Call Summary Count per Campaign Real Time report.
See Also
See the "Creating a Campaign (page 94)" section in Chapter 4, "Configuring Campaigns and
Imports," for more information.
Managing Predictive Campaigns
The following sections provide guidelines to follow when working with predictive campaigns.
Initial Values for Lines Per Agent
Determining the initial value for the number of lines per agent is not as simple as inverting the
hit rate. If a campaign has a 20% hit rate, you can not assume that five lines per agent is the
appropriate initial value for the campaign if you are targeting a 3% abandon rate. The opportunity
for abandons increases geometrically as the lines per agent increases; therefore, tune the initial
value conservatively in the campaign configuration.
If the reports show that the abandon rate is below target and does not come back in line very
quickly, modify the initial value in the campaign configuration to immediately correct the lines
per agent being dialed.
End-of-Day Calculations for Abandon Rate
It is not unusual for a campaign to be over the abandon rate target for any given half hour. The
Dialer looks at the end-of-day rate when managing the abandon rate. If the overall abandon rate
is over target for the day, the system will target a lower abandon rate for remaining calls until
the average abandon rate falls into line. This end-of-day calculation will not work until after
the campaign has been running for one hour. Small sample sizes due to short campaigns or
campaigns with fewer agents might not give the Dialer enough time to recover from an initial
value that is too high.
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Similarly, if the campaign is significantly under the target abandon rate, it might begin dialing
more aggressively with an abandon rate over target for a while to compensate in the abandon
rate.
Transferring Answering Machine Detection Calls to Agents
When enabling the Transfer AMD to agent option for an agent campaign or enabling the
Transfer AMD to IVR option for an IVR campaign, consider the increase in calls to the target
resources (agents or IVR) when determining the initial value. If the expectation is that the AMD
rate and the live voice rate is over 50%, you might want to start out with an initial value of 1.1
or even one line per agent, if you want to stay under a 3% abandon rate.
Tuning the Parameters
The Voice Calls Per Adjustment and Gain parameters are settings in the Advanced Users
configuration tab that you can use to control the way the predictive dialing behaves. Do not
modify the default values unless you understand the parameters and what you are trying to
achieve, as well as the possible risks incurred when changing the pacing.
• The Voice Calls Per Adjustment parameter is a count of the number of live voice connects
needed to trigger a correction. (The default value is 70 voice calls.) If the abandon rate exceeds
the target by a significant margin, the Dialer can make corrections before collecting 70 calls.
• The Gain parameter controls the size of the Lines per agent corrections.
Setting the Voice Calls Per Adjustment parameter to a smaller setting leads to larger fluctuations
in the measured Abandon Rate because the sample size will be less significant. This would
result in less change in the lines per agent value over time.
Be careful when modifying both parameters (Gain and Voice Calls Per Adjustment) at the same
time. For example, increasing the Gain while decreasing the Voice Calls Per Adjustment will
result in larger changes in the "Lines per agent correction rate," which might overcorrect changes
in measured values.
Decreasing the Gain while increasing the Voice Calls Per Adjustment could similarly cause too
slow of a change to underlying changes in the Hit and Abandon Rates. A campaign that is
reaching more than 20 live voice customers every minute (600 per half hour) might benefit from
reducing the Gain, but a lower Gain will become less effective as the number of agents in the
campaign dwindles or the hit rate changes rapidly.
Limitations of Smaller Agent Groups
The Dialer runs for each Dialer skill group, which means that if you have 20 agents in a campaign
skill group on two Dialers, then on average each Dialer will be allocated 10 agents. Below 20
agents, the Dialer’s ability to stay near the abandon rate target degrades. With small sample
sizes, the measured abandon rate has larger fluctuations, making adjustments based on abandon
rate measurements difficult. Parameters have been set to adjust to most situations when 70 live
connects are made per Dialer skill group within approximately 10 minutes or less, allowing six
corrections per hour. 70 live connects would roughly occur with 10 active agents per Dialer
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skill group and an Average Handle Time (AHT) equal to 50 seconds. As the call rate decreases
below this number, the performance will degrade.
For smaller agent groups that are held to a small abandon rate limitation, you might want to
consider running that campaign on a single dialer using one of the options described in "Single
Dialer Options (page 112)" in Chapter 4, "Configuring Campaigns and Imports." Otherwise,
you might want to explore running the campaign in a Progressive mode with a conservative
lines per agent value.
Managing Agent Idle Time
One of the key reporting metrics for administrators managing campaigns is the amount of time
agents spend idle between calls.
There are various possible reasons for longer idle times, such as some combination of one or
more of the following:
• A dialing list with a low hit rate.
• A small agent pool results in fewer calls, resulting in slower adjustments.
• Shorter average handle times means agents will become available more frequently.
• Not enough dialer ports deployed or too many agents.
• A large number of retry attempts often at the beginning of a day when running with append
imports resulting in lower hit rates.
• Modifying the maximum number of attempts up or down in an active campaign. This activity
can interrupt the Campaign Manager’s processing of dialer requests for records, as mentioned
earlier in this chapter.
• Running out of records to dial.
Viewing Sources of Higher Idle Times in Reports
The following Outbound Option reports provide information regarding sources of higher idle
times:
• camqry20: Campaign Consolidated Half Hour: This report provides a very useful overview
of a campaign by combining campaign and agent skill group statistics into a single report. It
provides average idle time, campaign hit rate, the number of agents working on the campaign,
as well as their average handle time (AHT) per call. Low hit rates and low average handle
times result in more work for the Dialer to keep those agents busy.
• dialer11: Dialer Capacity Half Hour: This report shows how busy the Dialers are and how
much time was spent at full capacity when the Dialer was out of ports. It also provides the
average reservation call time as well as the average time each Dialer port spent contacting
customers.
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Dialer Saturation
If both Dialers seem to have relatively low idle times and high all ports busy times, then it is
likely the Dialers have been over-subscribed. The combination of number of agents, Dialing
List hit rate, and average handle time are likely more than the deployed number of ports the
Dialer can handle.
To solve this problem do one of the following:
• Reduce the number of agents working on the campaign.
• Move a campaign to a skill group on another agent PG.
• Add more Dialer ports to the solution, possibly on another agent PG.
Working with Single Dialer Options
The dialer11 report might indicate that one Dialer often processes significantly more attempts
than the other Dialer. This is likely because of the way Dialers detect when agents are available,
as one Dialer will often see the agents come available first. This can lead to some longer idle
times for agents that are handled on the Dialer handling fewer agents, which you can remedy
by using one of the Single Dialer options.
See Also
See the "Single Dialer Options (page 112)" section in Chapter 4, "Configuring Campaigns and
Imports," for more details.
Running Out of Available Records
The camqry06: Call Summary Count per Campaign Real Time report shows how many records
in the aggregate campaign dialing lists have been closed and how many are still available to
dial. The camqry05: Call Summary Count Of Query Rule Within Campaign Real Time report
shows the same information, but is broken down by the query rule-filtered dialing lists in the
campaign.
Note: Only one query rule can be active for a campaign at a time, but if a query rule runs out
of records it will automatically switch to another valid query rule for the campaign that has not
run out of records yet.
Retry Records in Append Campaigns
Running campaigns with an append import and maximum number of attempts greater than one
can result in a large number of retries at the beginning of the next campaign. As a general rule,
retries usually have a lower hit rate than pending records, so this might result in longer idle
times for agents until the first group of retries are handled because retry records normally have
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priority over pending records by default. The number of records increase as you increase the
retry time.
There are a few ways to manage this situation:
• Shorten the retry times to reduce the number of retries that will be scheduled at the end of
the day.
• Change the Campaign Manager priority scheme so all numbers and records are tried once
before any retries are attempted by setting the "PendingOverRetryEnabled" registry key to
1 in the Campaign Manager.
Note: See Appendix A, "Registry Settings (page 159)," for detailed information about the
PendingOverRetryEnabled registry setting.
• Modify the campaign import to use the Overwrite option instead of the Append option and
import new records daily.
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Chapter 6
Troubleshooting
This chapter contains information to help users involved with troubleshooting systems integration,
implementation, and installation of the Outbound Option application. It also provides a discussion
of Event Management System (EMS) alarms and discusses how the Outbound Option Dialer
detects answering machines and human voices.
This chapter contains the following topics:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Guidelines to Assist in Isolating Problems, page 131
When Opening a TAC Case, page 132
Setting Trace Levels to Troubleshoot Outbound Option Problems, page 133
Symptoms and Troubleshooting Actions, page 134
Installation Problems, page 134
Configuration Problems, page 138
Import Problems, page 144
Dialing Problems, page 145
Administrative Problems, page 149
Call Progress Analysis Problems, page 149
Basic Troubleshooting Tools, page 150
Event Management System (EMS) Logs, page 152
Outbound Option Dialer Title Bar, page 153
Procmon Tool, page 153
Enabling WebView Reporting on the Outbound Option Dialer, page 157
Guidelines to Assist in Isolating Problems
When troubleshooting Outbound Option, it is important to define the specific symptoms, identify
all potential problems that could be causing the symptoms, and then systematically eliminate
each potential problem from most likely to least likely until the symptoms disappear.
The following steps provide some guidelines to assist in isolating a particular issue.
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When Opening a TAC Case
1. Analyze the problem and create a clear problem statement.
2. Gather the facts that you need to help isolate possible causes. Among the possible facts
to gather:
–
Was anything recently added, removed, or modified?
–
Is it a reproducible event?
–
Does it occur at a particular time of day, or day of week?
–
Have there been any changes made to the domain, network, or security policies?
3. Create an action plan. As part of creating this action plan, consult the Symptoms and
Troubleshooting Actions (page 134) section to see if the symptoms you are experiencing
are discussed in this chapter.
Begin with the most likely cause and devise a plan in which you manipulate only one
variable at a time.
4. Implement the action plan, performing each step while testing to see whether the symptom
disappears.
5. Analyze the results to determine whether the problem has been resolved. If it has, the
process is complete.
6. If the problem has not been resolved, create another action plan based on the next most
probable cause on your list. If you have exhausted all possible causes, contact the Cisco
Technical Assistance Center (TAC) or your Cisco Partner.
When Opening a TAC Case
If it becomes necessary to open a TAC case, gather the following information prior to contacting
TAC in the event that the TAC representative handling your case may request it.
• General information about your IPCC environment and the symptom(s) you are experiencing:
– What is the version of IPCC that is currently running? Include any Engineering Special
(ES) or Maintenance Release version information.
– Is this a new installation or an upgrade?
– If this is an upgrade, what version was previously installed?
– When did the problem occur?
– What are the observed symptoms, and the conditions under which these symptoms occur?
– Was anything changed or updated in hardware, software, or network components prior to
the first occurrence of the observed symptoms?
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Setting Trace Levels to Troubleshoot Outbound Option Problems
– Is the problem reproducible?
– If applicable, are you able to capture a screen shot related to the error or failure? (If Yes,
save it to a file; you may be asked to attach it to the case.)
Logs for the following processes:
– Dialer
– Campaign Manager
– Import process
– Unified CM PIM (eapim)
– JTAPI Gateway
– CTI Server
– OPC
See the section Setting Trace Levels to Troubleshoot Outbound Option Problems (page 133)
for guidance on setting trace levels.
• Procmon output. Use the procmon dumpconf command to redirect the procmon output to a
file. For more information on using procmon, see the Procmon Tool (page 153) section.
Setting Trace Levels to Troubleshoot Outbound Option Problems
For the Outbound Option specific processes, configure the following trace levels:
• Dialer
In the Dialer EMS registry settings located at HKLM\Software\Cisco Systems,
Inc.\ICM\\Dialer\EMS\CurrentVersion\Library\processes\baDialer set the following values:
– EMSTraceMask = FF
– EMSUserData = FFFF
– EMSDisplayToScreen = 0
In the Dialer registry settings located at HKLM\Software\Cisco Systems, Inc.\ICM\Dialer
set the following values:
– DebugDumpAllEvents = 1
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Symptoms and Troubleshooting Actions
• Campaign Manager
In the Campaign Manager EMS registry settings located at HKLM\Software\Cisco Systems,
Inc.\ICM\LoggerA\EMS\CurrentVersion\Library\processes\CampaignManager set the
following values:
– EMSTraceMask = FF
– EMSUserData = FFFF
– EMSDisplayToScreen = 0
• Import process
In the Import process EMS registry settings located at HKLM\Software\Cisco Systems,
Inc.\ICM\LoggerA\EMS\CurrentVersion\Library\processes\baImport set the following values:
– EMSTraceMask = FF
– EMSUserData = FFFF
– EMSDisplayToScreen = 0
Symptoms and Troubleshooting Actions
The following sections include problem descriptions and steps to diagnose and resolve each
problem. Problems are grouped by tasks (installation, configuration, and so on).
Installation Problems
Note: See also the verification sections at the end of Chapter 3,Installing Outbound Option
(page 49) for additional installation troubleshooting information.
Dialer will not connect to Campaign Manager
Symptom:
Dialer will not connect to Campaign Manager
Message:
N/A
Cause:
• Incorrect server configuration on the Outbound Option Dialer
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Installation Problems
• InstanceNumber fields between the Outbound Option Dialer and the Campaign Manager are
not the same
Action:
Examine the registry on the Outbound Option Dialer machine to determine which server it
believes Campaign Manager is running on. Set the Server field to the server name where the
Campaign Manager is running.
Make sure the InstanceNumber fields match the InstanceNumber setting on the Logger machine
or the Outbound Option Dialer will not be able to connect.
Dialer is not able to connect to CTI Server
Symptom:
Dialer is not able to connect to CTI Server
Message:
N/A
Cause:
Settings on Outbound Option Dialer might not match where the CTI Server is running
Action:
Examine the CTI Server A/B and the CTI Server A/B port registry settings on the Outbound
Option Dialer and make sure they match where the CTI Server is running. (These were set when
the Outbound Option Dialer was installed on the system.)
Personal callbacks are not taking place
Symptom:
Personal callbacks are not taking place
Message:
N/A
Cause 1:
• Personal callbacks are disabled for a particular campaign
• No records in the Personal_Callback_ List
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Installation Problems
Action 1:
Enable the personal callback campaign setting.
Note: See the "Configuring and Scheduling the Personal Callback Feature (page 57)" section
in Chapter 3, "Installing Outbound Option," for instructions on how to enable the personal
callback campaign setting.
Cause 2:
Outbound Option Dialer and Campaign Manager are not running and are not communicating
with each other
Action 2:
Start the Outbound Option Dialer and Campaign Manager using Node Manager.
Cause 3:
Personal callback setting is not compatible with agent setup
Action 3:
Check the personal callback setting:
• If it is not set to 1, the agent that is scheduled to make the personal callback must be logged
in.
• If the entry is set to 1 and the agent that is scheduled to make the personal callback is not
logged in, agents must be logged in, available, and accessible through the VDN assigned to
the callback record.
Cause 4:
Personal callback time setting is not large enough
Action 4:
Make sure the personal callback time setting, CallbackTimeLimit, is set to allow enough time
to make the personal callback. For example, if this entry is set to 1, this only allows a one-minute
window for making the personal callback.
Cause 5:
Date for personal callback is not a valid dialing day
Action 5:
Make sure that the personal callback is set for a valid dialing day. Personal callbacks scheduled
for Saturday and Sunday must be enabled by setting the PersonalCallbackSaturdayAllowed and
PersonalCallbackSundayAllowed registry settings, respectively.
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Installation Problems
Customer is called multiple times in a short time span if the customer does not pick up
Symptom:
Customer is called multiple times in a short time span if the customer does not pick up
Message:
N/A
Cause:
The PersonalCallbackTimeToRetryNoAnswer setting might be smaller than the
CallbackTimeLimit setting in the Outbound Option registry
Action:
Increase the PersonalCallbackTimeToRetryNoAnswer setting to make fewer customer calls
within the time range specified in the CallbackTimeLimit setting.
Outbound Option Dialer stops dialing personal callback records after cycling
Symptom:
Outbound Option Dialer stops dialing personal callback records after cycling
Message:
N/A
Cause:
The Campaign Manager waits two minutes before reselecting a personal callback dialer when
the active dialer (dialing the personal callback) disconnects
Action:
Make sure that both PersonalCallback DNs are configured on MRPIMs for both dialers, and
that the scripts for personal callback are set up to work correctly so both dialer can reserve
agents for personal callback.
Active personal callback records are lost if the Outbound Option Dialer is cycled (remain pending in the database,
but are not being dialed)
Symptom:
Active personal callback records are lost if the Outbound Option Dialer is cycled (remain pending
in the database, but are not being dialed)
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Configuration Problems
Message:
N/A
Cause:
Callback time setting is too small
Action:
The Campaign Manager waits for two minutes before reselecting a personal callback dialer, so
if the callback time setting is too small (only a couple of minutes) the record could be lost in
the following scenario:
Record scheduled for 10:01:00 AM and CallbackTimeLimit = 2 minutes (approximate)
1. Campaign Manager sends the record to Outbound Option Dialer at 10:02:00 AM
2. Outbound Option Dialer disconnects at 10:03:00 AM
3. Campaign Manager resets the record to P with CallResult = 0
4. Outbound Option Dialer reconnects at 10:04:00 AM
The Campaign Manager will not reselect this dialer until 2 minutes have passed or 10:05:00
AM. When the Outbound Option Dialer is reselected it will ask the Campaign Manager for
records, but since the CallbackTime setting is only 2 minutes, the above record will not be
picked.
The personal callback records, which are missed, are rescheduled nightly to be dialed during
the next business day.
Configuration Problems
Note: See the verification sections at the end of Chapter 4, Configuring Campaigns and Imports
(page 83) for additional configuration troubleshooting information.
Administrative script which sets the OutboundControl variable or reservation percentage is running, but the
modes/percentages are not being updated at the Dialer
Symptom:
Administrative script which sets the OutboundControl variable or reservation percentage is
running, but the modes/percentages are not being updated at the Dialer
Message:
N/A
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Configuration Problems
Cause:
• Skill being controlled is the primary or secondary skill
• OutboundControl variable mode is spelled incorrectly
Action:
Make sure that the skill being controlled is the base skill group, and not the primary or secondary
skill groups. Although agents might be logged into just the primary or secondary skill group,
always set the OutboundControl variable and reservation percentage on the base skill group.
Verify that the OutboundControl variable mode is spelled correctly. (The Script Editor displays
a warning if it does not recognize the OutboundControl variable name.)
Outbound Option Dialer Does Not Make Any Customer Calls
Symptom:
The Outbound Option Dialer does not make any customer calls, even though the campaign is
enabled and records are available in the database.
Message:
N/A
Cause 1:
• Agents are not logged in or not available
• Administrative script was not set up using the Script Editor or was not scheduled to execute
frequently enough
• Skill group OutboundControl variable is set to inbound
Action 1:
Make sure agents are logged in and are in the available state.
Examine the Campaign Manager and Outbound Option Dialer EMS logs to make sure that the
Outbound Option Dialer has received the skillgroup variable information from the Campaign
Manager. Without skillgroup variable information, the Outbound Option Dialer will not operate.
Check the active script and make sure that the OutboundControl variable has been set to an
outbound mode. Also, make sure that the script has executed.
Cause 2:
Outbound Option Dialer and Campaign Manager computers are not synchronized
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Configuration Problems
Action 2:
The Outbound Option Dialer and Campaign Manager computers must have their clocks
synchronized. If the time on both computers is not the same, it is possible that records sent to
the Outbound Option Dialer will not be in a valid dialing range even though these records are
in a valid dialing range on the Campaign Manager computer.
Cause 3:
Dialer ports are not registered.
Action 3:
Verify that Dialer ports have been registered. See the Verify the Dialer Port Map Configuration
(page 79) section in Chapter 3, Installing Outbound Option.
Cause 4:
Dialed number configuration issues.
Action 4:
Verify that the Dialed Number for the skill group is configured on the MR PG, that the reservation
script is assigned to the Dialed Number, and that the MR PG is configured to use VRU Type
2.
Cause 5:
Records have not been imported.
Action 5:
Check Imprul10: Import Rule Report to determine whether or not records have been imported.
Campaign Manager is not providing customer records for a campaign
Symptom:
Campaign Manager is not providing customer records for a campaign
Message:
N/A
Cause:
• Expected query rule is inactive
• Campaign has run out of records
• Campaign, Query Rule, or Import Rule definitions are not enabled
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Configuration Problems
• Skill groups are not included in campaign
• Global dialing time does not allow campaign to run
• Zone 1 or Zone 2 dialing time is not set correctly
• Query Rule time is not currently in range
Action:
Examine the Campaign Manager EMS log to determine if the expected query rule is active. As
each query rule changes state, a Trace message dumps to the log along with the reason the query
rule changed state (for example, time, penetration achieved, etc.).
Examine the Campaign Manager EMS log to determine if the campaign has run out of records.
As the Outbound Option Dialer requests records from the Campaign Manager, it logs successful
or unsuccessful attempts.
Make sure that ALL of the following are enabled:
• The desired campaign
• The Query Rule definition
• The Import Rule definition to which the query rule applies
These can all be verified within the Outbound Option Configuration Components. The Campaign,
Import Rule, and Query Rule definition tabs must all be enabled by clicking the Enable checkbox
in the definition tabs for each component.
Make sure that the skill groups which the Outbound Option Dialer is requesting are included
in the campaign.
Dialer is unable to reserve an agent with a G.729 phone
Symptom:
Dialer is unable to reserve an agent with a G.729 phone
Message:
N/A
Cause:
Region objects are not configured correctly in Unified CM
Action:
Configure the region objects in Unified CM to transcode G.711 and G.729 regions.
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Configuration Problems
Refer to the Unified CM documentation for detailed instructions on how to configure the region
objects.
Excessive "No Default Label Configured" Errors in Router Log Viewer
Symptom:
An excessive number of "No Default Label Configured" Errors appear in the Router Log Viewer
Message:
N/A
Cause:
Sometimes Dialer reservation requests are rejected due to no available agents. This is normal,
but a large number of rejected requests can clog off the Router Log Viewer with errors.
Action:
Use a Release node at the end of the Agent Reservation Script to avoid these errors.
Customers Hear Ringback Before Transfer
Symptom:
Customer hears a brief ringback before being transferred to an agent.
Message:
N/A
Cause:
Unified CM configuration issue.
Action:
Make the following Unified CM configuration changes:
• In CallManager Service Parameters, set “Send H225 User Info Message*” = “Use ANN for
Ringback”
• In Cisco IP Voice Media Streaming Application Service Parameters, under Annunciator
(ANN) Parameters set “Run Flag” = False.
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Configuration Problems
Call Context Not Being Transferred During a Transfer to IVR Call Flow
Symptom:
The call context is not being transferred during a Transfer to IVR call flow.
Message:
N/A
Cause 1:
On a System IPCC system, the Network IVR is not configured.
Action 1:
Check whether or not the Network IVR is configured. If it is not configured, configure it.
Cause 2:
On an IPCC Enterprise system the Network VRU is configured as a Type 5, which does not
support call context.
Action 2:
Consider reconfiguring the the Network VRU as a Type 10.
Cause 3:
On an IPCC Enterprise system the IVR transfer route point (CTI Route Point) does not exist
on the same PG where the Dialer ports are monitored.
Action 3:
This route point must exist on the same PG where the Dialer ports are monitored. This is the
peripheral assigned to the Dialer in the Dialer configuration.
For System IPCC, the Transfer to IVR DN should be configured on the agent controller.
"Maximum integer value exceeded" Campaign Error
Symptom:
A campaign generates an error similar to the following
Message:
17:55:01 Trace: The conversion of the varchar value '5081239001' overflowed an int column.
Maximum integer value exceeded.
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Import Problems
Cause:
A Rule Clause in the Query Rule attempts to compare a PhoneNumber, which the Import Rule
has defined as a string, with an integer (for example, " Phone01 <> 1 ").
Action:
Delete this rule clause and avoid creating similar rule clauses.
Import Problems
Import is not reading customer data file
Symptom:
Import is not reading customer data file
Message:
N/A
Cause:
• Data file name does not match preconfigured name
• Import schedule is incorrect
• Cisco Security Agent (CSA) is preventing access to the file across the network
Action:
Compare the file name and path name on the disk with the preconfigured file name in the import
configuration. (Note that an import file name might not show up correctly in the Windows File
Explorer if the Hide extension in known file types option is enabled in Windows File Explorer.
Try listing the file directory by using the Windows Command prompt.)
Verify the import schedule. The import either has a scheduled import based on date and time
or a dynamic import, which will begin as soon as a file is copied to the specified path.
If the import is configured to read a file from a remote network computer protected by CSA,
the file must be located in the following path: c:\customer\import. Also, make sure that the
import process user has network and directory read/write access to the “customer” directory as
well as the “import” directory.
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Dialing Problems
Dialing Problems
Customer records in the Do-Not-Call list are being dialed
Symptom:
Customer records in the Do-Not-Call list are being dialed
Message:
N/A
Cause:
A Do_Not_Call import was executed with the Overwrite option enabled. This caused all existing
Do_Not_Call records to be deleted.
Action:
Re-import all Do_Not_Call data back into the system.
Small skill groups not being dialed
Symptom:
Small skill groups not being dialed
Message:
N/A
Cause:
Percentage of agents reserved in skill groups are not balanced evenly
Action:
Balance the percentage of agents being reserved in skill groups. If a skill group is too small as
compared to other large skill groups, the Outbound Option Dialer might not dial for that skill
group.
For example, consider the following scenario using three skill groups:
Name
Agents % of Agents Outbound Option Dialer Can Reserve
S1
40
100%
S2
55
100%
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Dialing Problems
Name
Agents % of Agents Outbound Option Dialer Can Reserve
S3
5
100%
Assume that the Outbound Option Dialer has 24 ports, which allocates ports to each skill group
according to their strength; therefore, the third skill group (S3) will only get 5% of the ports
(5% of 24 ports is approximately equal to 1 port). 1 port is not enough to dial the customer and
reserve the agents, so the Outbound Option Dialer will not reserve any agents in the S3 skill
group.
Therefore, in this type of scenario, the following can be done:
• Balance out the skill groups by either putting more agents in a small skill group or by lowering
the percentages in the large skill groups.
• Add more dialers.
• Add more ports to the existing dialer.
Predictive Dialing - Abandon Rate of 0 with a Long Idle Time
Symptom:
Abandon rate of 0 with a long idle time
Message:
N/A
Cause:
There has been a sharp drop in the Predictive Dialer hit rate. When this occurs, the idle time
remains low until the Dialer has enough time to increase the Lines Per Agent. Particularly in
the case of a large hit rate drop and a small number of agents per skill group per campaign per
dialer, this adjustment can take some time. (For example, in a scenario with a 70% hit rate drop
and 10 agents per skill group per campaign per dialer, this adjustment can take up to an hour.
Note also that this hit rate drop is relative; in this scenario, the new hit rate after the drop would
equal 30% of the old hit rate.)
Action:
Increase the Gain parameter on the Predictive Dialing Settings dialog box. You can access this
dialog box by clicking the Advanced button in the Dialing Options section of the Campaign
General Tab. See also the “Managing Predictive Campaigns” section in Chapter 5,
Administrative/Supervisory Tasks (page 115) for additional guidance on how to avoid hit rate
spikes.
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Dialing Problems
Many Calls Result in "No Dial Tone"
Symptom:
Many calls result in no dial tone. This can be evident in the Campaign Query Rule Real Time
report, in the Dialing List (call result 6), and in the Dialer log (many NO DIAL TONE results
in the log).
Message:
N/A
Cause:
This typically indicates that the dialer is dialing more calls than Unified CM can handle.
Action:
Reduce the PortThrottleCount Dialer registry throttle setting. See the Installing the Dialer
Component (page 69) section in Chapter 3, "Installing Outbound Option" for more information
on the Dialer registry throttle setting.
Dialers Have Low Idle Times/High Busy Times
Symptom:
Both Dialers have relatively low idle times and high all ports busy times.
Message:
N/A
Cause:
Dialers have been over-subscribed. The combination of number of agents, DialingList hit rate,
and average handle time are likely more than the deployed number of ports the Dialer can handle.
Action:
Try the following:
• Reduce the number of agents working on the campaign
• Move a campaign to a skill group on another agent PG
• Add more Dialer ports to the solution, possibly on another agent PG
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Dialing Problems
Many Retries at Start of Append Campaign
Symptom:
A large number of retries are occurring the beginning of an append campaign.
Message:
N/A
Cause:
This sometimes occurs when Running campaigns with an append import and max attempts
greater than one. As a general rule, retries tend to have a lower hit rate than pending records,
so this might result in longer idle times for agents until the first group of retries are handled
because retry records normally have priority over pending records by default. The number of
records increase as you increase the retry time.
Action:
Try the following:
• Shorten the retry times to reduce the number of retries that will be scheduled at the end of
the day.
• Change the Campaign Manager priority scheme so all numbers and records are tried once
before any retries are attempted. This is done by setting the
"PendingOverRetryEnabled"registry key to 1 in the Campaign Manager.
Note: See Appendix A, "Registry Settings (page 159)," for detailed information.
• Modify the campaign import to use the overwrite option instead of the append option and
import.
Uneven Distribution of Calls Between Dialers
Symptom:
The dialer11 report indicates that one Dialer processes significantly more attempts than the
other Dialer, and that agents handled on the Dialer handling fewer agents have longer idle times.
Message:
N/A
Cause:
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Administrative Problems
This is likely because of the way Dialers detect when agents are available, as one Dialer will
often see the agents come available first.
Action:
Consider switching to a single Dialer configuration. See the "Single Dialer Options (page 112)"
section in Chapter 4, "Configuring Campaigns and Imports," for more details.
Transferring Customer Calls to Agents are Failing
Symptom:
Transferring Customer Calls to Agents are Failing
Message:
N/A
Cause 1:
Agents and SCCP Dialer Ports are in different partitions.
Action 1:
Make sure that the Dialer ports have a UCM calling search space that can access the agent
devices.
Cause 2:
Voice GW and SCCP Dialer Ports are in different partitions.
Action 2:
Change a registry key on the CCE PG to use the Calling Search Space of the dialer port instead
of the voice gateway. Set UseRedirectAddressSearchSpace = 1.
Administrative Problems
Call Progress Analysis Problems
Fax Detection Problems
Symptom:
The Dialer is not detecting a fax machine.
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Basic Troubleshooting Tools
Message:
N/A
Cause:
It is possible that the gateway that the call is being made on is starting fax negotiation with the
end fax machine.
Action:
Disable all fax negotiation on the dial-peer that the call is going out on.
Basic Troubleshooting Tools
EMS Alarms
Outbound Option has added a number of EMS Alarms to make fault detection of a particular
component easier to detect through AlarmTracker Client. From AlarmTracker Client, the health
of the overall system can be monitored, including the state of currently scheduled campaigns.
The following EMS Alarms/Notifications are currently defined for Outbound Option.
Table 13: EMS Messages Reported by Campaign Manager
Message
Explanation
Outbound Option Campaign Manager on [machine_name] Campaign Manager has been shut down manually by
is down.
stopping the Logger process in the ICM Service Control
panel.
Outbound Option Campaign Manager on [machine_name] Campaign Manager has been enabled by starting the Logger
is up.
process in the ICM Service Control panel.
Import is down on computer [import_machine_name].
Campaign Manager has lost contact with the previously
registered import process. The import process might have
been shut down or is in a failure state.
Import is up on computer [import_machine_name].
Campaign Manager has received a connection (registration)
from the Import process.
Dialer is down on computer [dialer_machine_name].
Campaign Manager has lost contact with a previously
registered dialer process. The dialer might have been shut
down or there might be a connectivity issue between the
Outbound Option Dialer machine and the Campaign
Manager machine.
Dialer is up on computer [dialer_machine_name].
Campaign Manager has received a connection (registration)
from a dialer.
Campaign [campaign_name] has been Disabled.
Campaign has been disabled. This could occur because the
campaign was scheduled to end at a certain time, or because
none of the campaign’s query rules could be scheduled to
run.
Campaign [campaign_name] has been enabled.
Campaign has been scheduled to run.
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Message
Explanation
Campaign [campaign_name] has run out of records.
Campaign has run out of customer records.
Table 14: EMS Messages Reported by Outbound Option Import
Message
Explanation
Did not Import Table [table_name] due to a change to the During an import to an existing table, in append mode, a
table's schema
field has been added.
Failed to create table [table_name]
Problem trying to create a table: either it already exists or
incorrect name was given.
The import table [table_name] has been successfully
imported.
Import of table was successful.
Failed to import data into table [table_name]
Problem with the data being imported. Either incorrect
column data or the definition of the file is incorrect, or a
phone number is incorrect.
Failed to build dialing list from table [table_name]
Dialing list did not build, which could be a result of:
• Not enough space.
• The query rule is incorrect.
• No data was imported.
Failed to read the Import Configuration table
Internal problem of receiving incorrect configuration data
from the Campaign Manager.
Outbound Option Import could not open [database_name] No database was created. Use ICMDBA to create the
database.
database.
Refer to the ICM Administration Guide for Cisco Unified
ICM/Contact Center Enterprise & Hosted for detailed
information about using the ICMDBA tool to create a
database.
Failed to rename or delete the import file for Import Rule The import file was unable to be renamed or deleted and
Id: [id; filename]
has been temporarily disabled. To correct this condition,
manually remove the import file and disable and re-enable
the import rule using the Outbound Option Import
Configuration Component.
Table 15: EMS Messages Reported by Outbound Option Dialer Component
Message
Explanation
Failed to Initialize Telephony Server.
Dialer could not initialize the telephony server. This is a
hardware failure and the dialer will not operate.
Could not connect to the Campaign Manager server.
Outbound Option Dialer was not able to successfully
connect to the Campaign Manager via External Message
Transport (EMT) protocol.
Outbound Option CTI connection on [dialer_name] is down. Outbound Option Dialer has lost contact with the CTI
Server.
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Event Management System (EMS) Logs
Message
Explanation
Outbound Option CTI connection on [dialer_name] is up. Outbound Option Dialer has successfully connected to the
CTI Server.
Outbound Option Dialogic board [board_num] is not
functioning correctly.
Failure has been detected on the Dialogic card within a
dialer.
Outbound Option Dialogic board [board_num] has been
recycled.
Dialogic card has been set to an active (or online) state.
Connected to the Campaign Manager server.
Dialer successfully connected to the Campaign Manager
via External Message Transport (EMT) protocol.
Initialized the telephony server.
Dialer has successfully initialized the telephony server.
MR PIM Disconnected from Dialer [dialer_name]
The MR PIM has lost contact with the Outbound Option
Dialer.
MR PIM Connected to Dialer [dialer_name]
The MR PIM has successfully connected to the Outbound
Option Dialer.
MR Routing Disabled on Dialer [dialer_name]
MR routing has been disabled on the Outbound Option
Dialer.
MR Routing Enabled on Dialer [dialer_name]
MR routing has been enabled on the Outbound Option
Dialer.
Dialer [dialer_name], Port [port_num], extension [ext]
connected to Callmgr [ccm_name]
The Outbound Option Dialer has successfully connected to
the Unified CM.
Dialer [dialer_name], Port [port_num], extension [ext]
disconnected from Callmgr [ccm_name]
The Outbound Option Dialer has lost contact with the
Unified CM.
Dialer [dialer_name], Port [port_num], extension [ext]
registered with Callmgr [ccm_name]
The Outbound Option Dialer has successfully registered
with the Unified CM.
Dialer [dialer_name], Port [port_num], extension [ext] failed The Outbound Option Dialer has failed to register with the
to register with Callmgr [ccm_name]
Unified CM.
Dialogic Global Call Test Application
The Dialogic Global Call test application, GC_test, can be used to help diagnose problems
caused by Global Call setup and/or configuration problems. GC_test is available as a free
download from: http://resource.intel.com/telecom/support/applets/winnt/gctest/tn369.htm.
Event Management System (EMS) Logs
As with other ICM processes, the Campaign Manager, Outbound Option Import, and Outbound
Option Dialer each produce EMS logs, which can be helpful in tracking down issues that might
arise.
You can access the EMS logs in the following directory: c:\icm\<instance name>\la\logfiles.
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Outbound Option Dialer Title Bar
Outbound Option Dialer Title Bar
When the Outbound Option Dialer starts running its title bar provides important status
information. This information can be used to quickly diagnose several startup issues.
Figure 25: Outbound Option Dialer Title Bar Indicators
• The first block of data shows the Dialer’s customer instance, node name, and process name.
This information can be used to connect the "ProcMon" or "EMSMon" tool to the Dialer.
• The next block shows the Campaign Manager connectivity status. This status is either A for
active or X for disconnected.
• The third block shows CTI Server connectivity status. This status is either A for active or X
for disconnected.
• The fourth block shows the state of all Dialer ports. The first value, C, shows the total
configured ports derived from the port map configuration. The second value, R, shows the
total number of ports registered with Unified CM. Finally, the third value, B, indicates the
number of Dialer ports that failed to register with Unified CM.
• The final block shows connectivity status with the MR PIM. This status is either A for active,
X for disconnected, or NR, which means connected but not yet able to route. (The U status
is rarely seen and indicates that a particular connectivity object within the Dialer has not been
created yet.)
Procmon Tool
Outbound Option supports the standard ICM diagnostics tool called Procmon. This command
line-only tool is shipped with Unified ICM software and can interface with many ICM
components.
Procmon can connect to the Campaign Manager or Dialer. Once connected, the “mhelp”
command can be used to view all available commands. This tool has the ability to display most
internal configuration and runtime data for Campaign Manager and Outbound Option Dialer.
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Procmon Tool
Important Dialer Procmon Commands
Use the following Procmon commands to investigate issues when using Procmon to connect to
dialers:
• Dumpconf command displays the values in the Dialer registry or displays whether or not a
dialer has been designated as a personal callback dialer.
• Dumptalk command displays which agent is talking to which customer.
• If the Dialer is not dialing, use the dumpalloc command to view how many records are
available for dialing, how many agents are logged in, and how many agents are available for
dialing.
The following section describes the dumpalloc command in detail.
Dumpalloc Command
This command provides real-time skill group dialing information.
The following example displays information that the Dialer is running one campaign called
Campaign1, which is associated with three skill groups. Each skill group is disabled, probably
because there are no logged in agents. In addition, it is possible to see how many agents are
reserved per skill group, how many customer calls are being placed, and how many agents are
talking on outbound calls.
Figure 26: Dumpalloc Command Example
• Campaign: Campaign name associated with the skill group
• Skill: Peripheral skill group number
• ID: ICM skill group ID
• E: Enabled (Y or N)
• M: Mode (N=None, P=Preview, R=Predictive, G=Progressive, A=Callback)
• T: Type or direction (N=None, I=Inbound, O=Outbound, B=Blended)
• H-RT: Call hit rate
• Err: Call error rate
• Abnd: Call abandon rate
• R-Idle: Cached records available for dialing
• Used: Cached records being used for dialing
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Procmon Tool
• PreR: Records reserved for future calls (0 most of the time)
• PPA: Ports allocated per agent in current skill group
• SG-Ports: Ports allocated for skill group
• LogIn: Logged in agents
• Av-Skl: "Available" agents in skill group
• Av-Dlr: Agents the Dialer considers available to receive reservation call
• Rsrve: Active reservation calls Rsrvd: Reserved agents
• Rsrvd: Reserved agents
• Max: Maximum number of agents the Dialer reserves at any one time
• Dial: Customer calls in progress
• Talk: Agents talking with customers dialed by the Dialer
• Agnt %: Configured using the Script Editor that indicates which percentage of agents within
the current skill group are available for outbound dialing
Important Campaign Manager Procmon Commands
Use the following Procmon commands to investigate issues when using Procmon to connect to
the Campaign Manager:
• Dumpconf command displays all Outbound Option configuration data.
• Dumprt command displays real time information about all existing campaigns and query
rules.
The following section describes the dumprt command in detail.
Dumprt Command
This command provides real-time information about all existing campaigns and their query
rules.
The following example displays the following information:
• Two campaigns exist
• Campaign1 is enabled, while Campaign2 is disabled (using the configuration tools)
• Campaign1 contains two query rules: QueryRule1 and QueryRule2
• QueryRule1 is enabled, while QueryRule2 is disabled (using the configuration tools)
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Chapter 6: Troubleshooting
Procmon Tool
• QueryRule1 is the active query rule (this is the list where records are being retrieved from)
• QueryRule1 contains 8 available customer records and 40 records total (the remaining 32
records have already been attempted; also, note that available records include retry records
that might not be ready to be dialed at this time)
• The work start and stop dialing times as well as the home start and stop dialing times are
available for all existing campaigns
• Total available records per campaign are also available
Figure 27: Dumprt Command Example
• Campaign Name
• ID: Campaign database ID
• E: Campaign enabled status (Y or N)
• Query Rule Name
• E: Query rule enabled status (Y or N)
• ID: Query rule database ID
• ActRule: Current query rule active within campaign (Y or N)
• ListOrder: Query rule order within campaign
• Avail-Rec: Records available for dialing (includes retry records)
• Total-Rec: Total records in query rule or campaign
• Active-Rec: Records sent to Dialer within current query rule pass
• Hit-Rate: Hit rate for current active query rule
• W-Start: Campaign work start time
• W-End: Campaign work end time
• H-Start: Campaign home start time
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Chapter 6: Troubleshooting
Enabling WebView Reporting on the Outbound Option Dialer
Enabling WebView Reporting on the Outbound Option Dialer
Set the RTPortFeedDisable registry setting to 0 (zero). When set, real-time dialer port messages
are disabled for this dialer.
Note: Registry settings are located in \Cisco Systems, Inc.\ICM\<instance
name>\LoggerA(B)/BlendedAgent\CurrentVersion.
The following figure displays the Dialer Port Real-Time report displaying real-time port status
for Dialer: NYDialer1.
Figure 28: Dialer Port Real-Time Report
Note: Enabling this setting causes a performance impact on Outbound Option, so enable it for
troubleshooting one or two specific dialers, and disable it when not in use.
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Chapter 6: Troubleshooting
Enabling WebView Reporting on the Outbound Option Dialer
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Appendix A
Registry Settings
This appendix contains information about registry settings for Outbound Option server processes.
Note: Registry settings are located in /Cisco Systems, Inc./ICM/<instance
name>/LoggerA(B)/BlendedAgent/CurrentVersion.
Campaign Manager Registry Settings
The following registry settings modify the behavior of the Campaign Manager:
Registry Setting
Default Setting
CallbackTimeLimit (Campaign Manager only) 15 minutes
Description
Calculates the callback time range for each personal
callback in minutes. The Campaign Manager
queries the Personal Callback List for callback
records, where the CallbackDateTime database
column value is between the current time and
current time minus the CallbackTimeLimit. For
example, if the current time is 3:00 PM and the
CallbackTimeLimit is 15 minutes the query to
retrieve Personal Callback records is “where
CallbackDateTime >= 2:45 PM and
CallbackDateTime <= 3:00 PM.” This column is
also used to control how long a Personal Callback
is retried once sent to a dialer. If the
CallbackTimeLimit is set to 15 minutes, the Dialer
keeps reserving the agent and calling the customer
for 15 minutes before giving up for that day. The
Dialer re-reserves the agent based on the
PersonalCallbackTimeToRetryReservation registry
entry.
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Registry Settings
Campaign Manager Registry Settings
Registry Setting
Default Setting
Description
DialerDetailBufferSize
20
Describes how many dialer detail records should
be buffered before sending to the Central Controller
database.
DialerDetailBufferTimeout
5
Describes how long to wait before sending dialer
detail records to the Central Controller database
when the DialerDetailBufferSize is not reached.
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 it is still alive.
ImportAreaCodeProcDisable (Outbound Option 0, enabled
Import only)
When set to 0, this setting performs standard
region_prefix matching. When set to 1, the GMT
time zones are always set to the local time zone of
the ICM Logger.
If there is a prefix match, the GMT time zones for
each customer record are retrieved from the
Region_Prefix table.
Note:
• Time zones are selected based on the data in the
Region_Prefix database. When contacts are
imported, the phone number is assigned a time
zone based on the information in the region prefix
table. Each prefix has settings for the time zone
and daylight savings observation. If the prefix of
the contact number does not match any of the
prefixes listed in the region prefix table then the
contact number is assigned the time zone listed
in the campaign configuration tool's Call Target
Tab.
• If this registry setting changes, the ICM Logger
must be restarted before the new values take
affect. Alternatively, restart the Outbound Option
Import process by closing its console window.
ImportRegLocalNumberSize (Outbound Option 7 digits
Import only)
The number of digits in a phone number must be
greater than this registry entry to perform a search
of the region_prefix table.
Note: If this registry setting changes, the ICM
Logger must be restarted before the new values take
affect. Alternatively, restart the Outbound Option
Import process by closing its console window.
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Registry Settings
Campaign Manager Registry Settings
Registry Setting
Default Setting
Description
MinimumCallsForHitRate (Campaign Manager 30 calls
only)
Specifies the minimum number of calls that have
to be attempted before the hit-rate percentage
calculation begins for a given campaign query rule.
PendingOverRetryEnabled
0
When set to 1, pending records get priority over
retry records for all campaigns.
PersonalCallbackNoAnswerRingLimit
(Campaign Manager only)
Minimum value is The number of times a customer phone rings before
2; maximum value being classified as an unanswered call.
is 10; default is 4
rings
PersonalCallbackCallStatusToPurge (Campaign If the registry
Manager only)
entry is missing,
the default values
are C,M
String containing the call status types to consider
when purging old personal callback records. For
example, if the string contains "C,M,F,L,I," all calls
with these call statuses will be purged from the
database.
Note:
• This registry setting is not added by default; must
be added manually.
• The call status values can optionally be delimited
using a comma, a hyphen, a semi-colon, or a
colon.
PersonalCallbackDaysToPurgeOldRecords
(Campaign Manager only)
Minimum value is The number of days after the personal callback has
1; maximum value been scheduled to keep the record before it is
is 30; default is 5 purged.
days
PersonalCallbackMaxAttemptsDefault
(Campaign Manager only)
5
Sets the maximum number of DAYS a personal
callback is attempted (minimum value is 1;
maximum value is 20). When the number of
maximum attempts reaches 0, the record is not tried
again and the status is set to M (max-ed out).
PersonalCallbackMode
1
Not used.
PersonalCallbackRecordsToCache (Campaign Minimum value is The number of personal callback records to send
Manager only)
5; maximum value to the Outbound Option Dialer at one time.
is 100; default is
20
PersonalCallbackSaturdayAllowed (Campaign 0
Manager only)
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.
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Registry Settings
Campaign Manager Registry Settings
Registry Setting
Default Setting
Description
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
(Campaign Manager only)
Minimum value is The interval time, in minutes, at which the
1; maximum value Outbound Option Dialer checks the Campaign
is 30; default is 1 Manager for personal callback records.
minute
PersonalCallbackTimeToRetryBusy (Campaign Minimum value is
Manager only)
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
(Campaign Manager only)
Minimum value is
5; 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
(Campaign Manager only)
Minimum value is Sets the amount of time, in minutes, that the
1; maximum value Outbound Option Dialer waits before retrying to
is 10; default is 1 reserve an agent if the agent is not available.
minute
RescheduleCallbacks (Campaign Manager only) 1
Boolean value. Controls how to handle contacts
that were requested to be called back at a particular
time, but were unreachable at that time for whatever
reason.
• 0: Unreachable records will not be rescheduled
or purged.
• 1: Unreachable records will be scheduled for
retry at the next valid time.
SQLServer (Campaign Manager and Outbound null
Option Import)
Not used.
TCD_DBComputerName_A
""
Not used.
TCD_DBComputerName_B
""
Not used.
TCD_DBDatabaseName_A
""
Not used.
TCD_DBDatabaseName_B
""
Not used.
TCDCopyPendingEnabled
0
Not used.
TCDEnabled
0
Not used.
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting
Description
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.
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:
Registry Setting
Default Setting Description
AnswerTransferUsingAgentPhone
1
AutoAnswerCall
1
This registry key is npt created until the process starts up. It
controls whether the Dialer will auto-answer the call or not.
The recommendation is to disable this and use the auto-answer
in Unified CM, if you want zip tone.
Ca_cnosig
20 seconds
Amount of silence before no ringback is returned, in seconds.
If ringback is not detected within this time limit, the call is
dropped.
Note: Changes made to this setting will not take effect until
after the Outbound Option Dialer is cycled.
CancelDialingCalls
0
Controls behavior when call attempts that have been started
can be cancelled once all agents are occupied and abandon
to IVR is not configured. Setting to 0 will never cancel calls
after they have been started. Setting to 1 will always cancel
calls after they have been started once no agents are available.
A value of 100 will cancel all ringing calls that are less than
100 milliseconds after the dialing was started (that is, line
went off hook).
CCMTransferDelay
0
Not used.
ConsecutiveNoDialToneEvents
3
Not used.
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting Description
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 will be performed on the input
audio.
CPAJitterBufferDelay
150
The jitter buffer delay (in mS).
CPAMinSilencePeriod
375
Amount of time that the signal must be silent after speech
detection to declare a live voice (in mS).
CPAMaxNoiseFloor
10000
Maximum Noise floor possible. Used to restrict noise floor
measurement.
CPAMinNoiseFloor
1000
Minimum Noise floor possible. Used to restrict noise floor
measurement.
CPAMaxTermToneAnalysis
15000
The amount of time to wait for the beep of an answering
machine before the dialer connects the agent with the machine
to leave a message.
CPAMaxTimeAnalysis
3000
The amount of time to wait when it is difficult for the dialer
to determine voice or answering machine.
CPAMaxToneSTDEV
"0.600000"
Standard deviation of zero crossing rate per block. Values
lower than this are considered tones.
CPANoiseThresholdPeriod
100ms
The amount of time to wait for initial voice. The
CPAAnalysisPeriod (page 164) starts once the system detects
speech.
CPARecordtoWavFile
0 (off)
Setting this entry to 1 enables recording of the CPA period
to assist in troubleshooting. The key must be added to be
enabled.
CTIServerA
""
The machine name where CTI Server Side A resides.
CTIServerB
""
The machine name where CTI Server Side B resides.
CTIServerPortA
""
The TCP port number where CTI Server Side A listens.
CTIServerPortB
""
The TCP port number where CTI Server Side B listens.
CustRecReadyRequestToServer
30 seconds
This value describes the polling interval when the campaign
is enabled, agents are available, and the Dialer needs more
records from the Campaign Manager. The first request will
be sent as soon as the Dialer notices that it is getting low on
records. Subsequent requests will be sent after the
TimeToWaitForRecord times out, based on this polling
interval until more records are received.
DebugDumpAllCalls
1
Makes the Dialer print all debug traces associated with each
call several seconds after the call ends.
DebugDumpAllEvents
1
Causes every debug trace to be printed to the screen
immediately without any delay.
DirectAgentDial
0
Not used.
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting Description
DisableIPCPA
0
EMTHeartBeat
500 milliseconds Dialer sends a heartbeat message to Campaign Manager every
n milliseconds to indicate it is still alive.
LongDistancePrefix
"1"
Not used.
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.
PortThrottleCount
20
Controls the maximum simultaneous dialer ports to use for
dialing.
PortThrottleTime
2
Using the PortThrottleCount value, controls the number of
seconds to wait before making more calls. If this value is set
to 0, the port throttling is disabled.
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.
Disables call progress analysis for this Dialer.
Note: This registry setting also works with Direct Preview
mode, and applies to the regular callback calls in both Preview
mode and Direct Preview mode.
ReclassifyTransferFailures
0
Not used.
RTPortFeedDisable
1
When set, real-time dialer port messages are disabled for this
dialer. Enabling the Real Time Port Feed by setting to 0
causes the dialerxx 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.
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.
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting Description
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.
TimeToCTIBeginCall
7 seconds
The amount of time, in seconds, to wait for the CTI begin
call event before canceling call.
TimeToFreeStuckCall
7200 seconds,
The amount of time, in seconds, before a customer call is
which is 2 hours declared stuck and dropped.
TimeToFreeStuckPort
7200 seconds,
The amount of time, in seconds, to wait before releasing a
which is 2 hours stuck port.
TimeToHoldCustomer
1 second
The amount of time, in seconds, to wait before abandoning
a customer call due to lack of agents. If abandon to IVR is
enabled for campaigns, this value should be set to 0 to reduce
transfer delays.
TimeToReserve
10 seconds
The amount of time, in seconds, to wait before dropping a
reservation call.
TimeToRetryCustomerRequest
30 seconds
The amount of time, in seconds, to wait before retrying a
close customer record request to the Campaign Manager.
When the Outbound Option Dialer finishes with a customer
record, it sends a close customer record request message to
the Campaign Manager. If this message is not sent, the
Outbound Option Dialer retries the call based on the
configured timeout.
TimeToRingCustomer
8 seconds
The amount of time, in seconds, each customer ring takes.
For example, if this entry is set to 8 and the no-answer
configuration in the campaign is set to 3 rings, then the Dialer
classifies the call as no-answer within 3*8 (24) seconds.
TimeToTransfer
7 seconds
The amount of time, in seconds, to wait before dropping a
call being transferred.
TimeToWaitForCTIResp
3 seconds
The amount of time, in seconds, to wait for the CTI Server
to respond to a request before dropping the call.
TimeToWaitForIPDialTone
4 seconds
The amount of time, in seconds, to wait for the Unified CM
dial tone.
TimeToWaitForMRIResponse
600 seconds (10 The amount of time, in seconds, to wait for the MR PIM to
minutes)
respond to a new task request before cancelling the request.
TimeToWaitForNetworkEstablished
2
TimeToWaitForRecord
5 seconds
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The amount of time, in seconds, to wait for customer records
from the Campaign Manager before declaring the skill group
disabled.
Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting Description
Once a skill group has been disabled, the Dialer begins polling
the Campaign Manager every
<CustRecReadyRequestToServer> seconds for additional
records.
TOS
0 (off)
Sets the type of Service field in the IP Header on SCCP
packets from the Dialer to the Campaign Manager for Quality
of Service (QoS).
Note: This setting does not control the TOS settings on SCCP
packets from the Campaign Manager to the Dialer. These
settings are controlled by the DSCP parameters. Refer to the
Cisco Unified Communications Manager Administration
Guide for detailed information on how to set the DSCP
Unified CM service parameters.
For Release 7.0(0) of Outbound Option, the Dialer was
enhanced to support the marking of SCCP (“Skinny”) packets
with “Type of Service” (TOS). This allows for preferential
treatment (for example, class AF31 for assured forwarding)
of call signaling traffic, if the network is configured to support
this QoS scheme.
By default, the Dialer will not mark packets, which means
traffic is sent “best effort” (TOS = 0).
The Dialer sets TOS markings for outgoing packets only.
Setting TOS on signaling packets from Unified CM to the
Dialer requires configuring Unified CM properly using the
DSCP parameters (refer to 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).
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:
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Registry Settings
Dialer Registry Settings
Registry Setting
Default Setting Description
HKEY_LOCAL_MACHINE\SYSTEM\
CurrentControlSet\Services\TcpIp\Parameters
"DisableUserTOSSetting"=dword:00000000
DisableUserTOSSetting defaults to 1 (and is not present by
default); therefore, TOS markings are disabled without setting
this key. After this registry key is set, the system needs to be
restarted for this change to become effective. Since this key
is a system registry key, then setting it will have an impact
on all the applications running on the system. Hence, if the
Dialer is co-resident with other applications (that is, CTI
Server, router, etc.), then setting it will change the behavior
of other applications.
For additional information, see:
• http://support.microsoft.com/
default.aspx?scid=kb;en-us;258978
• http://www.microsoft.com/resources/documentation/
WindowsServ/2003/all/deployguide/en-us/
Default.asp?url=/resources/documentation/
windowsserv/2003/all/deployguide/en-us/242666.asp
• http://www.microsoft.com/technet/prodtechnol/
windowsserver2003/technologies/networking/
tcpip03.mspx
Note: Important! In order for TOS to become effective, the
network (specifically the routers) needs to be configured to
treat packets with TOS markings preferential.
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Appendix B
Long Distance Digit Prefix Logic
This appendix provides information about outbound call routing.
How Imported Numbers Are Transformed
The following example displays an outbound call route that provides information about how
imported numbers are transformed for the outbound call.
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Long Distance Digit Prefix Logic
How Imported Numbers Are Transformed
Figure 29: How Imported Numbers Are Transformed
Call Item
Outbound Option
Configuration Field
ImportedNumber <=
TestNumberMaxDigits Registry
setting
Description
Final dialing number transferred to either the ACD or
Unified CM (used for debugging/lab purposes only)
Area Code match beginning of
ImportedNumber
Local area code
Area/city code used at your location, which is
configured in the Dialer Configuration Component
Include Area Code When Dialing
Local area code
Includes the area code for a long distance call or
removes the area code for a local call
PrePend “LongDistancePrefix”
Long distance prefix
Includes the pre-pended value for a long distance call,
which is configured in the Dialer Configuration
Component
PrePend “Dial Prefix” Digits
Dial prefix
Include the dialing prefix required by your location or
by your campaign, which is configured in the Dialer
Configuration Component
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Long Distance Digit Prefix Logic
Dialer Configuration Fields and Registry Settings
Dialer Configuration Fields and Registry Settings
The following example displays the Dialer configuration fields and Registry settings from the
Dumpconf Procmon command that are used in an outbound call.
C:\>procmon ipccd dialer badialer
>>>>dumpconf
Dialer Config
------------DialerID
PeripheralID
ActiveDialers
LocalAreaCode
DialToneDetectEnabled
HangupTime
TenDigitDialEnabled
PrefixDigits
LongDistancePrefix
:
:
:
:
:
:
:
:
:
[5006]
[5000]
[1]
[978]
<--- area code
[0]
[1]
[0] <--- Include area code when dialing
[] <--- Dial prefix digits
[1] <---- "Long distance prefix"
Callback config has not been received yet
----------------------------------------Configured Skill Groups
------------------------------SkillGroupID
:
VDN
:
PeripheralNumber
:
SkillGroupEnableStatus:
CampaignName
:
ModeName
:
TypeName
:
Customer Count
:
Customer Count (idle) :
RecordsToCache
:
PredictiveExt
:
PreviewExt
:
*PortsPerAgent
:
AgentPercentage
:
AgentsLoggedIn
:
AgentsAvailable
:
AgentsTalking
:
*PortsAllocated
:
AgentsReadyIn8Secs
:
TalkTimeAverage
:
*AgentsToReserveDelta :
*PortsUsedToDialDelta :
OverflowAgents
:
AutoAnswerReservation :
AbandonRate
:
MaximumLinesPerAgent :
NoAnswerRingLimit
:
MinimumCallDuration
:
PreReservedRecordCount:
IVRPortCount
:
TransferToIVREnabled :
TransferAnsMachine
:
IVRExt
:
--------SkillGroupID
VDN
[11988]
[11988]
[890]
[0]
[DialAgents]
[N]
[I]
[0]
[0]
[20]
[890]
[890]
[1.500000]
[100]
[0]
[0]
[0]
[0]
[0]
[60]
[0]
[0]
[0]
[0]
[2]
[2.000000]
[4]
[1]
[0]
[0]
[N]
[Y]
[]
: [-1]
: [-1]
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Long Distance Digit Prefix Logic
Dialer Configuration Fields and Registry Settings
PeripheralNumber
:
SkillGroupEnableStatus:
CampaignName
:
ModeName
:
TypeName
:
Customer Count
:
Customer Count (idle) :
RecordsToCache
:
PredictiveExt
:
PreviewExt
:
*PortsPerAgent
:
AgentPercentage
:
AgentsLoggedIn
:
AgentsAvailable
:
AgentsTalking
:
*PortsAllocated
:
AgentsReadyIn8Secs
:
TalkTimeAverage
:
*AgentsToReserveDelta :
*PortsUsedToDialDelta :
OverflowAgents
:
AutoAnswerReservation :
AbandonRate
:
MaximumLinesPerAgent :
NoAnswerRingLimit
:
MinimumCallDuration
:
PreReservedRecordCount:
IVRPortCount
:
TransferToIVREnabled :
TransferAnsMachine
:
IVRExt
:
[0]
[0]
[Callback]
[A]
[O]
[0]
[0]
[0]
[]
[]
[1.500000]
[100]
[0]
[0]
[0]
[0]
[0]
[0]
[0]
[0]
[0]
[1]
[1]
[3.000000]
[3]
[0]
[0]
[0]
[N]
[N]
[]
--------SkillGroupID
:
VDN
:
PeripheralNumber
:
SkillGroupEnableStatus:
CampaignName
:
ModeName
:
TypeName
:
Customer Count
:
Customer Count (idle) :
RecordsToCache
:
PredictiveExt
:
PreviewExt
:
*PortsPerAgent
:
AgentPercentage
:
AgentsLoggedIn
:
AgentsAvailable
:
AgentsTalking
:
*PortsAllocated
:
AgentsReadyIn8Secs
:
TalkTimeAverage
:
*AgentsToReserveDelta :
*PortsUsedToDialDelta :
OverflowAgents
:
AutoAnswerReservation :
AbandonRate
:
MaximumLinesPerAgent :
NoAnswerRingLimit
:
MinimumCallDuration
:
PreReservedRecordCount:
IVRPortCount
:
TransferToIVREnabled :
TransferAnsMachine
:
IVRExt
:
[11965]
[11965]
[889]
[0]
[TT_ISN]
[R]
[O]
[0]
[0]
[20]
[12345]
[12345]
[1.500000]
[100]
[60]
[60]
[0]
[0]
[0]
[60]
[0]
[0]
[0]
[0]
[3]
[2.500000]
[4]
[1]
[0]
[60]
[Y]
[Y]
[90001]
Port Map Config
--------------Port: [000], Station: [30100]
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)
172
Long Distance Digit Prefix Logic
Dialer Configuration Fields and Registry Settings
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
[015],
[081],
[082],
[083],
[016],
[031],
[087],
[023],
[071],
[095],
[063],
[055],
[047],
[039],
[008],
[032],
[024],
[088],
[072],
[064],
[048],
[040],
[001],
[009],
[033],
[017],
[025],
[089],
[065],
[073],
[049],
[041],
[002],
[018],
[026],
[090],
[066],
[074],
[050],
[042],
[003],
[027],
[019],
[091],
[075],
[067],
[059],
[051],
[043],
[004],
[020],
[028],
[092],
[084],
[076],
[060],
[068],
[052],
[036],
[021],
[044],
[093],
[005],
[029],
[085],
[069],
[077],
[061],
[053],
[037],
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
[30115]
[30181]
[30182]
[30183]
[30116]
[30131]
[30187]
[30123]
[30171]
[30195]
[30163]
[30155]
[30147]
[30139]
[30108]
[30132]
[30124]
[30188]
[30172]
[30164]
[30148]
[30140]
[30101]
[30109]
[30133]
[30117]
[30125]
[30189]
[30165]
[30173]
[30149]
[30141]
[30102]
[30118]
[30126]
[30190]
[30166]
[30174]
[30150]
[30142]
[30103]
[30127]
[30119]
[30191]
[30175]
[30167]
[30159]
[30151]
[30143]
[30104]
[30120]
[30128]
[30192]
[30184]
[30176]
[30160]
[30168]
[30152]
[30136]
[30121]
[30144]
[30193]
[30105]
[30129]
[30185]
[30169]
[30177]
[30161]
[30153]
[30137]
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)
173
Long Distance Digit Prefix Logic
Dialer Configuration Fields and Registry Settings
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
[045],
[014],
[038],
[079],
[010],
[056],
[034],
[080],
[057],
[058],
[022],
[006],
[030],
[011],
[035],
[012],
[013],
[086],
[070],
[094],
[078],
[062],
[046],
[054],
[007],
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
[30145]
[30114]
[30138]
[30179]
[30110]
[30156]
[30134]
[30180]
[30157]
[30158]
[30122]
[30106]
[30130]
[30111]
[30135]
[30112]
[30113]
[30186]
[30170]
[30194]
[30178]
[30162]
[30146]
[30154]
[30107]
Registry Config Values
---------------------TimeToCTIBeginCall
:
TimeToRingCustomer
:
TimeToHoldCustomer
:
TimeToReserve
:
TimeToTransfer
:
TimeToFreeStuckPort
:
TimeToFreeStuckCall
:
SwitchPrefix
:
TimeToRetryCustomerRequest :
TimeToWaitForRecord
:
TimeToWaitForCTIResp
:
TalkTimeAvg
:
CustRecReadyRequestToServer:
TestNumberMaxDigits
:
ca_cnosig
:
PortThrottleTime
:
PortThrottleCount
:
OptimizeAgentAvailability :
RTPortFeedDisable
:
SkillGroupQueryDelay
:
ReclassifyTransferFailures :
SetAgentsReadyOnResvDrop
:
DirectAgentDial
:
OverrideNetworkTones
:
AnswrTrnsfrUsingAgentPhone :
</end>>>>>
[7]
[8]
[1]
[10]
[7]
[7200]
[7200]
[]
[30]
[5]
[3]
[60]
[30]
[5] <----- "Test Number Max digits"
[20]
[2]
[20]
[0]
[1]
[1]
[0]
[1]
[0]
[0]
[1]
See Chapter 6, Troubleshooting (page 131), for detailed information about Outbound Option
Dialer process flow and the Procmon commands. Refer to the online help for detailed information
about the Outbound Option configuration fields.
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)
174
Appendix C
Dialer_Detail Table
This appendix provides information about the Dialer_Detail table.
About the Dialer_Detail Table
The Dialer_Detail table is an historical table that is present in the Unified ICM/UnifiedCC
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. The table on the custom database can be indexed according to
the custom reporting needs.
Advantages
Data stored in this table allow for better management of the system and generation of custom
reports.
For example, the table stores the following:
• The contact's Account Number and the Call Result so that the last termination code can be
obtained for each contact
• An identifier for the Agent so that skipped records and callbacks scheduled by each agent
can be determined
• Additional data for better troubleshooting of Outbound Dialer attempts such as the CallID
that was used to place the call.
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175
Dialer_Detail Table
Dialer_Detail Table Database Fields and Descriptions
Data Flow
1. After making an attempt to contact a customer, the Dialer sends the results to the Campaign
Manager in a CloseCustomerRecord message.
The CloseCustomerRecord message is also sent if the Agent chooses to skip a call in
preview mode. Results for Personal Callback attempts are sent to the Campaign Manager
using a ClosePersonalCallbackRecord message.
2. Campaign Manager then sends a Dialer Detail record to the Router.
At this point, the message flow is identical to all other historical data in the system.
3. The Router passes the historical data information to the Historical Logger process.
4. The Historical Logger process commits the data to the Logger database.
5. The Replication process on the Logger passes the historical data to the Replication process
on the Historical Data Server (HDS).
6. The Replication process on the HDS commits the data to the HDS database.
Fault Tolerance
When the Router is down or the Campaign Manager loses the connection to the Router, the
Campaign Manager stores Dialer_Detail records in 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:
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
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176
Dialer_Detail Table
Dialer_Detail Table Database Fields and Descriptions
Value
Description
6
No dial tone when dialer port went off hook
7
Number reported as invalid by the network
8
Customer phone did not answer
9
Customer phone was busy
10
Customer answered and was connected to agent
11
Fax machine detected
12
Answering machine detected
13
Dialer stopped dialing customer due to lack of agents or network stopped dialing before it was
complete
14
Customer requested callback
16
Call was abandoned by the dialer due to lack of agents
17
Failed to reserve agent for personal callback.
18
Agent has skipped or rejected a preview call or personal callback call.
19
Agent has skipped or rejected a preview call with the close option
20
Customer has been abandoned to an IVR
21
Customer dropped call within configured abandoned time
22
Mostly used with TDM switches - network answering machine, such as a network voicemail
23
Number successfully contacted but wrong number
24
Number successfully contacted but reached the wrong person
25
Dialer has flushed this record due to a change in the skillgroup, the campaign, etc.
26
The number was on the do not call list
27
Call disconnected by the carrier or the network while ringing
28
Dead air or low voice volume call
CallStatusZone Values
The CallStatusZone1 and CallStatusZone2 fields can be populated with the following values
that show the current status of the customer record for the zone.
The values are:
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 inividual 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).
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Dialer_Detail Table
Dialer_Detail Table Database Fields and Descriptions
Value
Description
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, etc.
S
A personal callback was requested. Stored in both CallStatusZone1 and CallStatusZone2. A
record is set to “S” when it has been scheduled for a personal callback. Both zones are set to
“S” to indicate that it has been moved to the personal callback list.
U
Unknown: Stored in CallStatusZone1 and CallStatusZone2. A record is set to Unknown if its
status was “A” when the Campaign Manager started. If the Campaign Manager shuts down
when a record is at a dialer, it no longer knows its status when it restarts; therefore, it will
remain in “U” state until the record is returned to it.
X
For a personal callback, the agent is not available, and the reschedule mode is Abandon. (This
value is used for CallStatusZone1 only.)
DialingMode Values
The DialingMode field can be populated with the following values that show the campaign
mode for the call. This field is NULL for Do Not Call entries.
Values are as follows:
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
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178
Dialer_Detail Table
Dialer_Detail Table Database Fields and Descriptions
CallResults Table
The following CallResults table maps the call result to the campaign call report.
Call Result
Description
Reporting Column Counted as Detected Live Retry Action
Attempt?
Voice?
2
Error condition while None
dialing
No
No
None, but returned to the
pending state
3
Number reported not None
in service by network
Yes
No
None
4
No ringback from
network when dial
attempted
Yes
No
No answer
5
Operator intercept
SITTone
returned from network
when dial attempted
Yes
No
None
6
No dial tone when
dialer port went off
hook
Yes
No
No answer
7
Number reported as SITTone
invalid by the network
Yes
No
None
8
Customer phone did
not answer
NoAnswer
Yes
No
No answer
9
Customer phone was
busy
Busy
Yes
No
Busy
10
Customer answered Voice
and was connected to
agent
Yes
Yes
None
11
Fax machine detected Fax
Yes
No
None
12
Answering machine
detected
13
Dialer stopped dialing Cancelled
customer due to lack of
agents
Yes
No
Dialer Abandoned
14
Customer requested
callback
Callback &
PersonalCallback
Yes
Yes
None
15
Callback Machine
Callback &
PersonalCallback
Yes
No
None
16
Call was abandoned by Abandon
the dialer due to lack
of agents
Yes
Yes
Dialer Abandoned
17
Failed to reserve agent None
for personal callback
No
No
No answer
NoRingBack
NoDialTone
AnsweringMachine Yes
No, but transfer Answering Machine, if
to agent
needed
possible
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179
Dialer_Detail Table
Dialer_Detail Table Database Fields and Descriptions
Call Result
Description
Reporting Column Counted as Detected Live Retry Action
Attempt?
Voice?
18
Agent has skipped or AgentRejected
rejected a preview call
or personal callback
call
Yes
No
No answer
19
Agent has skipped or AgentClosed
rejected a preview call
with the close option
Yes
No
None
20
Customer has been
AbandonToIVR
abandoned to an IVR
Yes
Yes
Dialer Abandoned, if needed
21
Customer dropped call CustomerAbandon Yes
within configured
abandoned time
Yes
Customer Abandoned
22
Mostly used with TDM NetworkAnsMachine Yes
switches - network
answering machine,
such as a network
voicemail
No
Answering Machine, if
needed
23
Number successfully WrongNumber
contacted but wrong
number
Yes
Yes
None
24
Number successfully CustomerNotHome Yes
contacted but reached
the wrong person
Yes
Customer not home
25
Dialer has flushed this None
record due to a change
in the skillgroup, the
campaign, etc.
No
No
None, but returned to the
pending state
26
The number was on the None
do not call list
No
No
None
27
Network disconnected NoRingback
while alerting
Yes
No
No answer
28
Low Energy or Dead
Air call detected by
CPA
Yes
No
No answer
NoRingback
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)
180
Appendix D
Termination_Call_Detail Table
This appendix provides a summary of new peripheral call types that identify the dialing mode
of reservation and customer calls, and describes the PeripheralCallType and CallDisposition
column values used in the Termination_Call_Detail table. It also provides the CED column
values for Outbound Option reservation or personal callback calls.
Peripheral Call Types
Mapping of Release 7.x to Release 6.0(0) and Earlier Peripheral Call Types
This section maps the Release 7.x peripheral call types to Release 6.0(0) and earlier peripheral
call types.
Table 16: Mapping of Release 7.x Peripheral Call Types to Release 6.0(0) and earlier Peripheral Call Types
Peripheral Call Type
Description
CALLTYPE_RESERVATION
CALLTYPE_OO_RESERVATION_PREVIEW = 27
CALLTYPE_OO_RESERVATION_PREVIEWDIRECT = 28
CALLTYPE_OO_RESERVATION_PREDICTIVE = 29
CALLTYPE_OO_RESERVATION_CALLBACK = 30
CALLTYPE_OO_RESERVATION_PERSONALCALLBACK = 31
CALLTYPE_AUTO_OUT
CALLTYPE_OO_CUSTOMER_PREDICTIVE = 34
CALLTYPE_OO_CUSTOMER_IVR = 37
CALLTYPE_PREVIEW
CALLTYPE_OO_CUSTOMER_PREVIEW = 32
CALLTYPE_OO_CUSTOMER_CALLBACK = 35
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181
Termination_Call_Detail Table
Peripheral Call Types
Peripheral Call Type
Description
CALLTYPE_OO_CUSTOMER_PREVIEWDIRECT = 33
CALLTYPE_OO_CUSTOMER_PERSONALCALLBACK = 36
Call Disposition Values Used in the Termination_Call_Detail Table
The followin CallDisposition values can be interpreted as Outbound Option Result Codes:
• 01. ABAND_NETWORK - Customer phone number not in service
• 02. ABAND_LOCAL_QUEUE - An outbound call was abandoned either by the customer
or dialer 08. BUSY - Outbound call resulted in a busy signal
• 19. RING_NO_ANSWER - Outbound call was not answered in the allotted time
• 20. INTERCEPT_REORDER - Dialer did not receive a ring back from 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 IPCC Enterprise, this result might also represent a call answered by an answering
machine.
• 24. NONCLASSIFIED_ENERGY_DETECT - Outbound call reached a FAX machine
• 26. UABORT - Outbound call was disconnected before customer answered
Note: For UABORT, under some Dialer generated calls there can be race conditions resulting
in different Call Disposition and it is recommended to refer Dialer Detail records for exact
results.
• 33. ANSWERING_MACHINE - Outbound call was answered by answering machine
CED Column Values
The CED column values for Outbound Option reservation or personal callback calls are as
follows:
"Callback" = Personal callback customer call
"ICM_BA_Reservation_Call" = Reservation call
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)
182
Termination_Call_Detail Table
TCD Column Descriptions
TCD Column Descriptions
The following types of records will be 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 Login ID
PeripheralCallKey = Unique peripheral call ID
ANI = Customer phone number (only available for Preview reservation calls)
RouterCallKeyDay/RouterCallKey = Maps reservation call to MR reservation request and
associates it with route_call_detail record
MR PIM Reservation Entry “Not a Real Call” (TCD)
PeripheralID = MR PIM Peripheral ID (not Unified CM Peripheral ID)
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183
Termination_Call_Detail Table
TCD Column Descriptions
PeripheralCallType = 1 (ACD IN; all MR calls are this type)
CallDisposition = 14 (call handled by Dialer)
RouterCallKeyDay/RouterCallKey = Maps MR reservation request to actual reservation call
and associates it with MR reservation route_call_detail record
MR PIM Route Request (RCD - route_call_detail)
RouterCallKeyDay/RouterCallKey = Maps MR reservation route to actual reservation call and
associates it with MR reservation route_call_detail record
RequestType = 6 (Post-Routing)
RoutingClientID = MR PIM used by Dialer
ScriptID = Script used to service agent reservation request
RouterErrorCode = 0 (no error)
Label = Agent phone extension
DialedNumberString = Dialed number used to choose script
Customer Calls
Customer calls generate up to two TCD records:
• Initial customer call transferred to agent (TCD) as described in Table D-2.
• Customer speaking with agent (TCD) as described in Table D-3.
Table 17: Initial Customer Call Transferred to Agent (TCD)
Column Name
Description
PeripheralCallType
17 (preview) or 7 (auto-out: progressive, predictive)
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
ICRCallKeyChild
Call key identifying the transferred customer call
PeripheralCallKey
Unique peripheral call ID (same as transferred call)
ANI
Customer phone number
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Termination_Call_Detail Table
Transfer to IVR TCD Records
Table 18: Customer Speaking With Agent (TCD)
Column Name
Description
AgentSkillTargetID
ICM agent ID
SkillGroupSkillTargetID
ICM skill group ID
PeripheralCallType
17 (preview) or 7 (auto-out: progressive, predictive)
DigitsDialed
Agent phone extension
CallDisposition
13 (disconnect/drop handled, call was handled by agent)
Duration
Total customer handle time (including talk and wrap-up)
TalkTime
Agent talk time
ICRCallKey
Unique key for TCD record
ICRCallKeyChild
Call key identifying the original customer call prior to the
transfer
PeripheralCallKey
Unique peripheral call ID (same as original customer call
prior to transfer)
ANI
Customer phone number
Transfer to IVR TCD Records
Transfer to IVR calls generate up to three TCD records:
• Initial Customer Call on Unified CM PIM Transferred to Route Point
• Transferred Customer Call on Unified CM PIM Redirected to IVR
• IVR Playing a Message on VRU Pim to a Customer
Note:
• If the call is not answered, only one TCD record will be generated.
• If the Dialer transfers a customer to an IVR while the IVR is experiencing technical difficulties,
the record will close in the Dialing List table, with a CallResult of 10 (Voice) or 16 (Abandon).
However, in the t_Termination_Call_Detail table the CallDisposition will be 7 (Short) or 10
(Disconnect/drop no answer) for the second CM PIM TCD record. The first Unified CM PIM
TCD record will have a value of 23 (Voice Energy). The CallDisposition for the VRU PIM
TCD record will be 27 (Failed Software).
For calls transferred to an IVR, depending on the sequence of events occurring from Unified
CM to IPCC Enterprise, 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 will be generated.
• Scenario two: If the call cleared from the Agent PG side first, an extra TCD will be generated.
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Termination_Call_Detail Table
Transfer to IVR TCD Records
There is no guarantee of the event order for events coming from Unified CM; therefore, IPCC
Enterprise might generate consistent reports based on inconsistent events.
Initial Customer Call on Unified CM PIM Transferred to Route Point
• PeripheralCallType - 17 (preview) or 7 (auto-out: progressive, predictive)
• 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 - 17 (preview) or 7 (auto-out: progressive, predictive)
• DigitsDialed - Customer phone number
• CallDisposition - 15 (redirect)
• Duration - Number of seconds it took the Dialer to redirect the call
• ICRCallKey - Unique key for TCD record
• ICRCallKeyParent - Call key identifying the initial customer call
• PeripheralCallKey - Unique peripheral call ID (same as transferred call)
• ANI - Customer phone number
IVR Playing a Message on VRU Pim to a Customer
• PeripheralCallType - 1 (ACD in, call comes into IVR)
• DigitsDialed - Digits dialed to reach the route point, which executes the translation route
• CallDisposition - 13 (disconnect/drop handled, call was handled by IVR) or 6 (abandon;
customer hangs up the phone before the IVR message ends)
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Termination_Call_Detail Table
Transfer to IVR TCD Records
• 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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Termination_Call_Detail Table
Transfer to IVR TCD Records
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Appendix E
Dialing List Table
This appendix provides information about the Dialing List table. (This table is used for
troubleshooting purposes.)
Other applications are not allowed to access it for reading, writing, or using triggers.
Dialing List Table Columns
There is a separate Dialing List table for every Campaign and Query Rule combination. The
naming convention for each table is “DL_CCCC_QQQQ,” where “CCCC” is the database ID
of the campaign and “QQQQ” is the database ID for the query rule. The table below displays
the Dialing Table column names and their description.
Table 19: Dialing List Table Columns for Release 7.0(0)
Dialing List ID
Type
Autoincrement value - unique for
each Campaign Query Rule table
Phone01 through Phone10
VARCHAR20
Phone number imported into Phone01
through Phone 10 standard column
PhoneExt01 through
PhoneExt10
VARCHAR8
Phone number extension imported into
PhoneExt01 through PhoneExt10
standard column
CallbackNumber
VARCHAR20
Phone number to be used for a regular
callback - can be supplied by the agent
CallResult
SMALLINT
The call result from the last call placed
for this record (see Call Result
definitions).
CallResult01 through
CallResult10
SMALLINT
The call result from the last time
Phone01through Phone10 was called
(see Call Result definitions).
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Dialing List Table
Dialing List Table Columns
Dialing List ID
Type
Autoincrement value - unique for
each Campaign Query Rule table
CallResult01 will capture the results
of all requested regular callback calls
for Phone01 to Phone10.
LastZoneDialed
SMALLINT
The last zone that was dialed (0
indicates zone1, 1 indicates zone2)
LastNumberDialedZone1
SMALLINT
The last number dialed in zone1 (1 for
phone01, 2 for phone02, etc.)
LastNumberDialedZone2
SMALLINT
The last number dialed in zone2 (1 for
phone01, 2 for phone02, etc.).
CallsMadeToZone1
SMALLINT
The number of calls made to numbers
in zone 1.
Note: For a call which an Outbound
Agent has scheduled a callback, the
CallResult will be reset to 0.
CallsMadeToZone2
SMALLINT
The number of calls made to numbers
in zone 2.
Note: For a call which an Outbound
Agent has scheduled a callback, the
CallResult will be reset to 0.
CallbackDateTimeZone1
DATETIME
The date/time when the next call to
this zone will occur
CallbackDateTimeZone2
DATETIME
The number of calls made to numbers
in zone 2.
CallbackDateTime01 through DATETIME
CallbackDateTime010
The date/time when the next call to
this phone number will occur.
GMTPhone01 through
GMTPhone10
SMALLINT
The timezone where this phone
number is located.
DSTPhone01 through
DSTPhone10
SMALLINT
Is DST observed at this phone number
(boolean).
CallStatusZone1 and
CallStatusZone2
CHAR(1)
The call status (pending, retry,
callback, etc.) for this zone.
AccountNumber
VARCHAR25
Customer’s account number.
LastName
VARCHAR50
Customer’s last name.
FirstName
VARCHAR50
Customer’s first name.
ImportRuleDate
DATETIME
The date/time when the record was
imported.
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Appendix F
Scheduling Contacts Between Customers and
Specific Agents
This appendix describes the Personal Callback List and documents all the columns in the personal
callback table.
Note: This table is insert only, and can be used to perform queries.
Personal Callback List
The Personal Callback List maintains a list of customer records scheduled to be called back by
a specific agent. The Campaign Manager creates the Personal_Callback_List in the Outbound
Option private database the first time the Campaign Manager runs. The Personal_Callback_List
is managed by the Campaign Manager.
When an agent (working in an outbound campaign) schedules a personal callback with the
personal callback mode enabled, the scheduled callback is treated as a personal callback (for
the agent who scheduled the callback). The original record in the contact_list is updated with
CallStatus=S ("S" indicates the customer record has a personal callback scheduled) and a new
record is inserted into the Personal_Callback_List.
The following table documents all the columns in the personal callback table.
Table 20: Personal Callback Table Columns
Column Name
Type
Description
PersonalCallbackListID
AUTO-INT
Unique identifier for each record in this table.
DialingListID
INT
Cross-references a record that has been moved from the
contact_list to this table.
CampaignID
INT
Campaign ID (if the record was originally dialed as part
of a campaign).
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Scheduling Contacts Between Customers and Specific Agents
Personal Callback List
Column Name
Type
Description
PeripheralID
INT
Peripheral ID for the peripheral where the agent would
be available.
AgentID
INT
Agent to which the call has to be connected.
AlternateVDN
VARCHAR
VDN to use (if original agent is unavailable).
GMTZone
SMALLINT
GMT of the customer number (if NULL. the local GMT
zone is assumed). If this value is provided, it must always
be a positive value from 0 to 23. Convert all negative
GMT values using the following formula: 24 + (negative
GMT value). For example, the US eastern time zone is
-5, so the value stored in this column is 24 + (-5) = 19.
Phone
VARCHAR
Phone number to call back.
AccountNumber
VARCHAR
Customer account number.
MaxAttempts
INT
Maximum number of times a call will be attempted
(decrements at each attempt). An "attempt" is defined as
the Outbound Option Dialer’s attempt to reserve the agent
and make the customer call. Since the Outbound Option
Dialer is responsible for placing multiple customer call
attempts (busy, no answer), the actual individual call
attempts are not tracked here; only the end result at the
end of the callback time range.
Note: Once this column is set to 0 no more attempts will
be made.
CallbackDateTime
DATETIME
Time to attempt customer callback is normalized to the
logger GMT zone; for example, if the Campaign Manager
is in Boston and the customer is in California and wished
to be contacted at 3:00 PM, the time in this column would
be 6:00 PM.
CallStatus
CHAR
Current status of the callback record, such as 'P' for
pending or 'C' for closed.
Note: New records must be set to 'P.'
CallResult
SMALLINT
Telephony call result (busy, no answer, etc.) or agent
reservation attempt result (Agent Rejected Call, Unable
to reserve, etc.).
LastName
VARCHAR
Last name of the customer.
FirstName
VARCHAR
First name of the customer.
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Appendix G
CTI OS Outbound Option ECC Variable Settings
This appendix contains a sample .REG file, which creates the appropriate Outbound Option
ECC registry entries for CTI OS.
If your call center has both inbound and outbound call traffic, also see the "ECC Variables in
Mixed Inbound and Outbound Call Centers (page 195)" section.
ECC Variables for Outbound Call Centers
Note: This registry file must be run on the CTI OS server.
REGEDIT4
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All Desktops\Grid\CallAppearance]
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns]
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number]
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\1]
"Type"="CallID"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\2]
"Type"="CallStatus"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\3]
"Type"="DNIS"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
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CTI OS Outbound Option ECC Variable Settings
ECC Variables for Outbound Call Centers
Desktops\Grid\CallAppearance\Columns\Number\4]
"Type"="ANI"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\5]
"Type"="CED"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\6]
"Type"="DialedNumber"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\7]
"Type"="CallType"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
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"
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CTI OS Outbound Option ECC Variable Settings
ECC Variables in Mixed Inbound and Outbound Call Centers
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\14]
"Type"="ECC"
"Name"="BADialedListID"
"Header"="BADialedListID"
"Maxchars"="33"
"ReadOnly"="false"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\15]
"Type"="QueryRuleID"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\16]
"Type"="CampaignID"
"Maxchars"="39"
"editable"="false"
ECC Variables in Mixed Inbound and Outbound Call Centers
The example registry settings above (also found in CTIOS_bin\blendedagent_addecc.reg) will
overwrite existing peripheral call variables for inbound traffic.
There is another file in the CTIOS_bin directory called callappearance.default.reg.txt that
restores the variables to their default setting.
In mixed inbound and outbound call centers, you can create a new registry file using examples
from both callappearance.default.reg.txt and blendedagent_addecc.reg to create a set of variables
that meet your mixed call center’s needs.
For example, in the code below, the third line ends in 9. The 9 indicates the column number.
Therefore, column 9 displays Var1, since the type in line 4 of the example below is set to Var1.
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CTIOS\CTIOS_InstanceName\ctios1\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\9]
"Type"="Var1"
"maxchars"="39"
"editable"="true"
You can pick and choose the columns that you need and the appropriate display type. Cut and
paste from the two files into a new registry file, editing as needed, then import the new file into
the registry.
Note: The registry files are provided as examples. You can also manually edit the registry to
achieve the same results.
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CTI OS Outbound Option ECC Variable Settings
ECC Variables in Mixed Inbound and Outbound Call Centers
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Glossary
Abandoned call
Call which can happen in any outbound mode during transfer of call to agents; for example,
Predictive or Progressive mode.
Adandon rate
The fraction of calls answered by a live person that are not transferred to a live agent.
Administrative script
This script contains a list of commands that tell the Dialer when to begin making outbound
calls.
Admin Workstation (AW)
Human interface to Cisco Unified ICM software. An AW 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.
Agent
Person who has customer contact. Each agent is associated with a peripheral and can be a
member of one or more skill groups. (Some peripheral types limit each agent to one skill group.)
Optionally, you can group peripheral agents into agent teams.
Agent re-skilling
Allows supervisors to login and change the skill groups for agents they manage.
Answering machine detection
Outbound Option uses the Call Progress Analysis (CPA) feature to detect answering machines,
faxes, modems, and answering machine terminating tones.
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Glossary
Blended agent
Agent who can handle both inbound and outbound calls.
Blended mode
Dialing mode that allows agents to handle both inbound and outbound calls on a call-by-call
basis.
Blended skill group
Agents within this skill group can accept both inbound and outbound calls.
Callback
Failed call or a customer request to schedule a call back.
Call classifier
Digital Signal Processor (DSP) that identifies the call connection as a live voice, answering
machine, or busy signal.
Call Progress Analysis (CPA)
Feature that provides answering machine and fax/modem detection, along with detecting
answering machine terminating tones.
CallRouter
Component of the ICM Central Controller that makes routing decisions and both gathers data
from and distributes data to remote sites.
Campaign
Delivers outgoing calls to agents for a specific purpose or goal. Outbound Option sees campaigns
as logical entities that group a set of contacts together (just as it sees query rules). The difference
is that campaigns collect groups of contacts to call for a particular reason, while query rules
contain contacts that share attributes.
Cisco Agent Desktop (CAD)
A computer telephony integration solution for contact centers that is easy to deploy, configure,
and manage. It provides contact center agents and supervisors with powerful tools to increase
agent productivity, improve customer satisfaction, and reduce contact center costs.
Comma-delimited file
File where each data field is separated by a comma.
Computer Telephony Integration (CTI)
Integrates voice communications systems with computers for contact center and office automation
applications.
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Glossary
Dedicated mode
A dialing mode that restricts agents to outbound calls.
Dedicated skill group
Agents in this skill group can not accept inbound calls and function only as predictive or preview
agents (outbound only).
Dialing list
List of customer phone numbers to be dialed.
Direct Preview mode
Mode that allows agents to initiate customer calls from their phone using a CTI make_call
request instead of having the Dialer place the call.
Do-Not-Call imports
Lists of customers who have requested they do not want to be contacted.
Dynamic routing client
Allows Unified CVP to enable the network transfer feature in a new scenario: when a call is
translation routed to Unified CVP, Unified CVP will be able to "take over" as the network and
provide Network Transfer functionality for the call. Before, calls that were translation routed
to Unified CVP (as Type 2 VRU) could not be network transferred.
Event Management System (EMS)
System that provides an API that ICM processes can use to report informational and error events.
The API supports the following basic features:
-- Logs events to local EMS log file
-- Logs events to NT Application Event Log
-- Sends events to the Logger for storage in the ICM database
-- Sends events to the central customer service forwarding service for delivery to the Cisco
Customer Support Center (CSC)
External Message Transport (EMT) Protocol
Interprocess communication protocol that sends and receives information.
Fixed-length file
File whose data fields are set at fixed locations with fixed lengths that never vary.
Flat file
Text file of customer records.
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Glossary
Hit rate
Percentage of customers that have been successfully contacted. This rate is determined by the
total number of customers contacted divided by the total number of calls attempted. Note that
answering machine calls transferred to agent to IVR are not counted as part of the hit rate.
Import
Process that imports contact information into a contact table, which is then used to build a dialing
list associated with a particular campaign and query rule.
Intelligent Contact Management (ICM) software
Cisco system that implements enterprise-wide call distribution across contact centers. Unified
ICM software provides Pre-Routing, Post-Routing, and performance monitoring capabilities.
Interactive Voice Response Unit (IVR)
This software plays messages and collect digits using IVR scripts.
Internet Protocol Contact Center (IPCC)
Cisco solution that provides an integrated suite of products that enables agents using Cisco IP
phones to receive both time-division multiplexing (TDM) and voice-over-IP (VoIP) calls.
IVR script
This script contains a list of commands that tell the IVR what kind of information to play to the
customer. IVR scripts can play a pre-recorded message using a .wav file, or collect information
by requesting the customer to press specific numbers.
Logger
Component of the ICM Central Controller that controls the central database.
Message Delivery System (MDS)
Facilities used by ICM nodes to communicate with each other. The MDS plays a key role in
keeping duplexed components synchronized.
Outbound Option Configuration Components
Software that allows you to create outbound campaigns.
Outbound Option Dialer Component
Software that controls the Dialogic telephony cards, decides how many lines to dial, dials phone
numbers, and routes agents with customers.
Overflow agents
Agents which are available to receive outbound calls, but are not taken into account when
calculating the number of lines to dial per agent.
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Glossary
Peripheral Gateway (PG)
Interface between the ICM platform and third-party hardware, such as an ACD, in each contact
center. A PG is typically located at the contact center.
Personal callback
A callback handled by a specific agent.
Predictive mode
Dialing mode that determines how many outbound lines to dial for each available agent. The
number of lines varies over time, based on conditions in the contact center.
Preview mode
Provides customer information presented at the agent desktop before a customer call is
transferred. Also allows the agent to either accept, reject, or skip the proposed call.
Progressive mode
Parameter that specifies a fixed number of outbound lines to dial per agent.
Query rule
SQL filter function that selects contact records and associates those records with a campaign.
Routing script
This script contains commands that tell the Dialer where to send the calls.
Sequential dialing
Allows you to associate up to ten phone numbers per customer record. Two time zones are
available to allow partitioning calls between two time periods. This feature allows you to enter
a phone number into either time zone or into both time zones at once.
Skill group
Collection of agents that share a common set of skills. For example, agents in Outbound Option
skill groups can handle outbound calls. A skill group is associated with a peripheral. An agent
can be a member of zero, one, or more skill groups (depending on the peripheral).
Special Information Tones (SIT)
Tones returned from the central office; for example, "The number you have called is no longer
in service."
Station
Digital or analog port that terminates a device, such as a softphone or regular phone.
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Glossary
T1 Dialogic card
PC-based interface card that processes connections to other T1 devices, such as a PBX T1 card
or Central Office T1 connection.
Transfer to IVR
Outbound mode that causes the Dialer to transfer every customer call associated with a specific
skill group to a service control-based IVR instead of an agent. This feature allows a contact
center to run unassisted outbound campaigns using pre-recorded messages in the Cisco IP IVR
and Unified CVP products.
Unassisted campaign
This type of outbound campaign uses an IVR instead of live agents.
User calling list
List of customer phone numbers.
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Index
answering machine terminating beep detection
Index
with call progress analaysis....29
attributes, adding to a contact list....123
abandon rates, end-of-day calculations....125
adding
blended
agent....27
agents....120
campaigns....27
Enterprise Data fields to the Layout list....74
campaign skill group reporting....28
administrative scripts
ServiceLevelControl....111
TimeBasedControl....110
skill groups....27
callbacks
calling order priority....23
admin scripts....46
overview....20
Admin Workstation
personal....21
configuration....39
WebView....40
agent PG
about....38
deployments....39
agents
adding....120
regular....21
call progress analysis
overview....29
call types
peripheral....181
reporting....25
Campaign Manager
blended....27
component, about....33
campaign....20
fault recovery....47
dedicating particular agent to only perform outbound
activity....120
registry settings....159
managing idle time....127
not accepting or refusing a contact....121
reporting templates....118
re-skilling....121
skilled for multiple active campaigns....27
working with smaller skill groups....26
Agtskg06 report....118
Agtskg10 report....118
Agtskg11 report....119
Agtskg12 report....119
AlarmTracker Client, using EMS alarms....150
answering machine detection
troubleshooting....140
campaign query rule reporting....23
campaigns
agent....20
agents skilled for mutiple active....27
blended....27
callbacks....20
customer time versus system time....28
dialing modes....17
dialing order....22
dialing time....28
end-of-day calculations for abandon rate....125
initial values for lines per agent....125
with call progress analysis....29
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Index
limitations of smaller agent groups....126
Camqry22 report....118
managing predictive....125
Camqry23 report....118
masking caller ID....19
CCE software overview....31
overview....17
CED column values....182
port requirements, modes....36
changing
reporting....23
reporting templates....116
max attempts....125
Cisco Agent Desktop (CAD)
retry records in append....128
overview of components....41
running effective....123
using Cisco Agent Desktop soft phone....41
running single versus multiple....124
using Cisco Desktop Administrator....42
skill group reporting....27
using Cisco Supervisor Desktop....42
skill group reporting for blended....28
Cisco Desktop Adminstrator
skill groups....26
adding the Enterprise Data fields to the Layout list.74
transferring AMD calls to agents....126
Outbound Option enterprise data....73
transfer to IVR....22
setting up Outbound Option....73
tuning the parameters....126
working with smaller skill groups....26
commands
Campaign Manager Procmon....155
Camqry01 report....117
Dialer Procmon....154
Camqry02 report....117
dumpalloc....154
Camqry03 report....117
dumpconf....154
Camqry04 report....117
dumprt....155
Camqry05 report....117
dumptalk....154
Camqry06 report....117
component relationships, Outbound Option....33
Camqry10 report....117
concepts, Outbound Option....12
Camqry11 report....117
Configuration Components....84
Camqry12 report....117
configuring
Camqry13 report....117
auto answer on agent phones....64
Camqry14 report....117
campaigns and imports....83
Camqry15 report....117
Dialer component....53
Camqry16 report....118
MR PG....55
Camqry17 report....118
port map....54
Camqry18 report....118
queue to agent node....61
Camqry19 report....118
system options....56
Camqry20 report....118
contact information, previewing....17
Camqry21 report....118
Contact list....15
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Index 204
Index
adding attributes....123
creating
call type....103
campaign....94
dialed numbers....88
Do Not Call list....122
enterprise route....60
enterprise skill group....60
import rule....89
query rule....93
CTI controls, installing....71
CTI ECC variables, using....42
CTI OS
about....41
integrating Outbound Option....72
Outbound Option ECC variable settings....193
CTI Toolkit Outbound Desktop (Win32), installing....73
customer time, campaign....28
Daylight savings....160
desktops
button performance....45
Outbound Option....40
Dialer
component, about....35
component status bar, checking....75
configuration, single....112
example of process flow in Predictive mode....36
fault recovery....48
installation instructions....69
options, single....112
overview....31
port allocation....35
reporting templates....119
saturation....128
single options....128
standby and recovery model....48
title bar indicators....153
using one with the Service Control Manager
option....112
Dialer_Detail table
about....175
advantages....175
CallResult codes and values....176
CallResults table....179
CallStatusZone values....177
database fields and descriptions....176
data flow....176
DialingMode values....178
fault tolerance....176
getting results for individual customers....124
Dialer01 report....119
Dialer10 report....120
Dialer11 report....120
Dialer12 report....120
Dialers
definition....7
dialing
modes, Direct Preview....18
modes, Predictive....18
modes, Preview....17
modes, Progressive....18
sequential....23
Dialing List
getting results for individual customers....124
dialing modes
Predictive....85
Preview....85
Progressive....86
understanding....85
Dialogic Global Call test application....152
Dialpr01 report....120
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Index 205
Index
Direct Preview dialing mode....18
managing skill groups....9
Direct Preview mode
Outbound ECC variables support in Siebel 7.5.3 and
later....12
enabling....86
Outbound Option support on IPCC Hosted....12
disabling
sequential dialing....11
ringback during transfer to agent....63
transfer to IVR....11
Do Not Call list....15
creating....122
dumpalloc command....154
dumpconf command....154
getting results for individual customers....124
Import component....34
Import Rule
reporting templates....119
dumprt command....155
dumptalk command....154
imports
Contact list....15
ECC variables....42
Do Not Call list....15
CTI OS Outbound Option....193
reporting....16
enabling....56
running....121
for outbound call centers....193
types....15
in mixed inbound and outbound call centers....195
EMS logs....152
enabling
Outbound Option tool in AW configuration....53
Imprule01 report....119
Imprule10 report....119
installing
Cisco CTI controls....71
fault recovery
CTI Toolkit Outbound Desktop (Win32)....73
Campaign Manager....47
Dialer component....69
Dialer....48
MR PG....71
fax/modem detection
with call progress analysis....29
features
abandoned and retry call settings....11
activity reports....10
agent re-skilling....11
callbacks....10
Call Progress Analysis (CPA)....10
campaign management....9
campaign prefix digits for dialed numbers....12
Dialer....9
dialing modes....10
list of Outbound Option....8
integrating Outbound Option with CTI OS....72
JTAPI, modifying for calls to invalid numbers....70
lists
Contact....15
Do Not Call....15
Personal Callback....191
logs
EMS....152
managing
agent idle time....127
effective campaigns....123
masking caller ID....19
max attempts, changing....125
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Index 206
Index
modifying JTAPI for calls to invalid numbers....70
Personal Callback list....191
navigating Outbound Option Configuration Components
personal callbacks
overview....84
Network VRU
creating....55
outbound dialing modes....85
Outbound Option
troubleshooting....135
ports
requirements for campaign modes....36
predictive algorithm
example....85
architectural overview....31
managing....125
concepts, how they relate to each other....12
tuning the parameters....126
configuration tools overview....84
Predictive dialing mode....18, 85
Dialer component, overview....31
prerequisites
Dialer component standby and recovery model....48
Outbound Option installation....50
Dialer title bar indicators....153
Preview dialing mode....17, 85
enterprise data....73
Procmon tool....153
features....8
commands, Campaign Manager....155
high-level overview....8
commands, Dialer....154
installation overview....49
Progressive dialing mode....18, 86
installation prerequisites....50
query rules
private database, creating....68
overview....17
reports....115
registry settings....159
scripting....46
reporting
software components....32
agent....118
solution....8
blended campaign skill group....28
Outbound Option Dialer
call type....25
installation instructions....69
campaign....23
registry settings....163
Campaign....116
pending contracts, calling order priority....23
campaign query rule....23
peripheral gateway
campaign skill group....27
about....38
Dialer....40, 119
agent....38
Dialer saturation....128
media routing....39
half-hour....116
peripherals
call types....181
Perskg11 report....118
Perskg12 report....118
import....16
Import Rule....119
information for administrrators/call center
supervisors....115
managing agent idle time....127
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Index 207
Index
Outbound Option deployed on System IPCC....116
troubleshooting....145
real-time....116
working with smaller....26
retry records in append campaigns....128
system time, campaign....29
running out of available records....128
tasks
single Dialer options....128
adding enterprise data fields to the layout list....74
skill group....118
administrative/supervisory....115
sources of higher idle times....127
configuring auto answer on agent phones....64
transfer to IVR....25
configuring Dialer component....53
understanding....115
configuring MR PG....55
reservation scripts....47
configuring personal callbacks....57
re-skilling
configuring port map....54
agent....121
configuring queue to agent node....61
retries, calling order priority....23
configuring transfer to IVR script....104
ringback, disabling during transfer to agent....63
creating call type....103
running
creating campaign....94
effective campaigns....123
creating dialed numbers....88
imports....121
creating enterprise route....60
out of available records....128
creating enterprise skill group....60
scheduling contacts using Personal Callback List....191
creating import rule....89
scripting
creating Network VRU....55
Outbound Option....46
creating query rule....93
Outbound Option admin scripts....46
creating the Outbound Option private database....68
Outbound Option reservation scripts....47
disabling ringback during transfer to agent....63
scripts
enabling ECC variables....56
administrative, example of ServiceLevelControl....111
importing and assigning Dialer ports....62
administrative, example of TimeBasedControl....110
installing CTI controls....71
script selector configuration
on IPCC installation....114
installing CTI Toolkit Outbound Desktop....73
installing MR PG....71
silence suppression....64
installing the Dialer component....69
skill groups
IPCC Enterprise outbound configuration....51
agents skilled for multiple active campaigns....27
blended....27
campaign....26
reporting for campaign....27
reporting temmplates....118
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Index 208
mapping scripts and call types and dialed
numbers....112
setting up administrative script....107
setting up Outbound Option in Cisco Desktop
Administrator....73
setting up reservation script....103
Index
software installation and database creation....53
reservation calls by skill group....119
system options....56
skill groups and associated Outbound Option
status....118
Unified CM configuration....52, 62
verifying DN/script selector configuration....114
TCD column descriptions....183
TCD records, transfer to IVR....185
templates
agent activity....118
campaign consolidated detailed records status by
half-hour/daily for selected time period....118
campaign consolidated records status by half-hour/daily
for selected time period....118
campaign dialing times....117
campaign query rules by half-hour ....117
campaign records breakdown of attempts for selected
time period....117
campaign records breakdown per query rule of attempts
for selected time period....118
tools
Procmon....153
transferring
AMD calls to agents....126
transfer to IVR
campaigns....22
example of process flow....38
reporting....25
TCD records....185
troubleshooting
Campaign Manager....140
customer called multiple times....137
customer records in Do-Not-Call list being dialed.145
Dialer, modes/percentages not being updated....138
campaign records status....117
Dialer, not requesting records....139
campaign records status by half-hour....117
Dialer, stops dialing....137
campaign records status by half-hour/daily for selected
time period....117
Dialer, unable to reserve agents....141
campaign records status per query rule by
half-hour/daily for selected time period....118
Dialer, will not connect to CTI Server....135
current status of all campaign records....117
dialer activity by port....120
dialer capacity by half-hour/daily....120
dialer detection by half-hour....120
dialer detection status....119
Outbound Option counts....118
predictive calls by skill group....118
preview calls by skill group....119
query rule dialing times....117
query rules within a campaign....117
real-time table of query rules within a campaign...117
records imported....119
records imported by time range....119
Dialer, will not connect to Campaign Manager....134
import not reading customer data file....144
personal callbacks not taking place....135
personall callback records lost....137
skill groups....145
symptoms and actions....134
Unified CCE software overview....31
using
AlarmTracker Client....150
Cisco Agent Desktop soft phone....41
Cisco Desktop Administrator....42
Cisco Supervisor Desktop....42
CTI ECC variables....42
IVR....39
values, initial for lines per agent....125
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Index 209
Index
verifying
campaign configuration....114
critical configuration steps....77
database configuration....80
Dialer port map configuration....79
DN/script selector configuration....114
DN/Script Selector configuration....114
reservation call answering....114
system installation....74
Unified CM connectivity....77
WebView
creating custom templates using Sybase
InfoMaker....116
reports....115
Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted 7.5(1)
Index 210
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