The Outbound Option Dialer component dials at a rate that can overload a Unified CM subscriber. As a result, you must limit traffic for each Dialer to one Unified CM subscriber. In most cases the system cannot handle two
Dialers that have overlapping subscribers, even as a backup.
Outbound Option is flexible when configuring auto-answer, depending on the
system requirements. The main determining factor is whether or not the business requires
the Outbound Option agent to hear a zip tone. Using an agent zip tone increases the transfer time line by almost one second.
Outbound Option Database Size
Outbound Option uses its own private SQL database on the Logger. Part of the installation
includes creating this database, which is discussed later in this chapter. The SQL database creation on the Logger requires that the installer collect some business-related data and perform some calculations.
The IVR deployment determines whether you require Unified CM MTP resources, or whether you can transfer
customer call context to the IVR.
For this deployment, to support account number and name transfer to the IVR from the
Dialer component, you need an IVR deployment that supports transfer to
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.
for Outbound Option include the following:
Unified CCE system that has a Router, Logger, Administration & Data Server,
Agent PG, IPCC Generic PG or System PG, CTI Server, and
connectivity with agents and CTI Route Points. See your IPCC Enterprise
documentation for instructions.
If you plan to
use the transfer to IVR feature, configure an IVR deployment that supports
transfer to IVR. See your
Cisco Unified Contact Center
Express, or third party IVR documentation for instructions.
Your system must
meet the hardware and software requirements as listed in the following
Important: If any service
releases for the currently installed version of ICM/CCE are installed, you
uninstall those service releases before proceeding. See the release notes for
your ICM/CCE service release for uninstall instructions.
Only T1 PRI and
E1 PRI interfaces to the PSTN are supported for Outbound SIP dialers.
Installation Procedure Locations
Once the requirements stated in this chapter are satisfied, go to one of the
following chapters for procedures for installing Outbound Option: