This manual provides conceptual, installation, and configuration
information about the Cisco Unified Contact Center Enterprise (Unified CCE)
Outbound Option application (formerly called
"Blended Agent"). It also provides verification checklists and
troubleshooting information to ensure the Outbound Option installation and
configuration setup is successful.
For detailed Outbound Option Components field descriptions, see the
You must have a copy of the
Staging Guide Cisco Unified ICM/Contact Center Enterprise &
Hosted, available in addition to this manual to
successfully complete the Outbound Option installation. See
http://www.cisco.com/web/psa/products/index.html for the
complete set of Cisco Unified ICM/Contact Center Enterprise and Hosted software
This document is intended for contact center supervisors and contact
center technology experts who perform the following functions using
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
Administrator – The administrator responsible for
configuration tasks, such as adding agents, skill groups, campaigns, and
scripts necessary for ongoing activity.
Supervisors/Business users – These users might need to
perform such tasks as modifying a query rule, adjusting the lines per agent, or
enabling or disabling a campaign. This group of users needs to know how to read
and interpret reports to help them run their business.
Sales – A secondary audience, interested primarily in
The following table describes the information contained in each chapter
of this guide.
Provides information about the Dialer_Detail table, a
historical table that was incorporated into the IP Contact Center (IPCC)
database in Release 7.2(1). It allows detailed dialer records to be written to
the Logger databases and replicated to each Historical Data Server (HDS)
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.
Provides information about the Dialing List table. Only the
Outbound Option application uses the Dialing List table. Other applications
are not allowed to access it for reading, writing, or using triggers.
Related documentation includes the documentation sets for Cisco CTI Object Server (CTI
OS), Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser Edition (CAD-BE), Cisco
Unified Contact Center Management Portal, Cisco Unified Customer Voice Portal (CVP), Cisco
Unified IP IVR, Cisco Unified Intelligence Center, and Cisco Support Tools.
For documentation for these Cisco Unified Contact Center Products, go to
select Voice and Unified Communications >Customer
Collaboration >Cisco Unified Contact Center Products
or Cisco Unified Voice Self-Service Products, and select the product/option
you are interested in.
In this release, the product names defined in the table below have changed. The New Name
(long version) is reserved for the first instance of that product name and in all headings.
The New Name (short version) is used for subsequent instances of the product name.
This document uses the naming conventions provided in each GUI, which means that in some
cases the old product name is in use.
Boldface font is used to indicate commands, such as user
entries, keys, buttons, and folder and submenu names. For example:
Edit > Find.
Italic font is used to indicate the following:
To introduce a new term; for example: A
skill group is a collection of agents who share
For emphasis; for example:
Do not use the numerical naming convention.
A syntax value that the user must replace; for example: IF
(condition, true-value, false-value)
A book title; for example: See the
Cisco CRS Installation Guide.
Window font, such as Courier, is used for the following:
Text as it appears in code or that the window displays;
Navigational text when selecting menu options; for
ICM Configuration Manager > Tools> Explorer
Tools > Agent Explorer
Angle brackets are used to indicate the following:
For arguments where the context does not allow italic,
such as ASCII output.
A character string that the user enters but that does not
appear on the window such as a password.
Documentation and Support
For information on obtaining documentation, submitting a service request, and gathering
additional information, see the monthly What's New in Cisco Product
Documentation, which also lists all new and revised Cisco technical
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