Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 9.0(1)
Outbound Option Installation: Preliminary Steps
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Outbound Option Installation: Preliminary Steps

Outbound Option Installation: Preliminary Steps

This chapter, intended for system administrators who will perform the initial installation of Outbound Option, describes what you need to do before starting to install Outbound Option.

Before You Begin

The following sections identify considerations that you must make when you install Outbound Option.

Dialer Component Performance Optimization

The Outbound Option Dialer component dials at a rate that can overload a Unified CM subscriber. As a result, you must limit traffic for each Dialer to one Unified CM subscriber. In most cases the system cannot handle two Dialers that have overlapping subscribers, even as a backup.

Auto-answer Settings

Outbound Option is flexible when configuring auto-answer, depending on the system requirements. The main determining factor is whether or not the business requires the Outbound Option agent to hear a zip tone. Using an agent zip tone increases the transfer time line by almost one second.

Outbound Option Database Size

Outbound Option uses its own private SQL database on the Logger. Part of the installation includes creating this database, which is discussed later in this chapter. The SQL database creation on the Logger requires that the installer collect some business-related data and perform some calculations.

IVR Integration

The IVR deployment determines whether you require Unified CM MTP resources, or whether you can transfer customer call context to the IVR.

For this deployment, to support account number and name transfer to the IVR from the Dialer component, you need an IVR deployment that supports transfer to IVR.

If you are deploying Cisco Unified Customer Voice Portal (Unified CVP), you may need to allocate MTP resources for calls transferred to the IVR from the Dialer.

System Requirements

System requirements for Outbound Option include the following:

  • A working Unified CCE system that has a Router, Logger, Administration & Data Server, Agent PG, IPCC Generic PG or System PG, CTI Server, and Unified CM connectivity with agents and CTI Route Points. See your IPCC Enterprise documentation for instructions.
  • If you plan to use the transfer to IVR feature, configure an IVR deployment that supports transfer to IVR. See your Unified CVP, Cisco Unified Contact Center Express, or third party IVR documentation for instructions.
  • Your system must meet the hardware and software requirements as listed in the following documents:
    • Hardware & System Software Specification (Bill of Materials) for Cisco Unified ICM/Contact Center Enterprise & Hosted
    • Cisco Unified Contact Center Enterprise (Unified CCE) Software Compatibility Guide
  • Important: If any service releases for the currently installed version of ICM/CCE are installed, you must uninstall those service releases before proceeding. 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: