Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 9.0(4)
Index
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Contents

A - B - C - D - E - F - G - I - J - L - M - N - O - P - Q - R - S - T - U - V -

Index

A

abandon rates, end-of-day calculations 1
adding
agents 1
Enterprise Data fields to the Layout list 1 2
admin scripts 1 2
Admin Workstation
Cisco Unified Intelligence Center 1
configuration 1
administrative scripts
TimeBasedControl 1
agent PG
about 1
deployments 1
agents
adding 1
blended 1
campaign 1
dedicating particular agent to only perform outbound activity 1
managing idle time 1
reporting templates 1
re-skilling 1
skilled for multiple active campaigns 1
working with smaller skill groups 1
Agtskg06 report 1
Agtskg10 report 1
Agtskg11 report 1
Agtskg12 report 1
answering machine detection
with call progress analysis 1
answering machine terminating beep detection
with call progress analaysis 1
attributes, adding to a contact list 1

B

blended
agent 1
campaigns 1
campaign skill group reporting 1
skill groups 1

C

call progress analysis
overview 1
call types
reporting 1
callbacks
calling order priority 1
overview 1
personal 1
regular 1
Campaign Manager
component, about 1
fault recovery 1
registry settings 1
campaign query rule reporting 1
campaigns
agent 1
agents skilled for mutiple active 1
blended 1
callbacks 1
customer time versus system time 1
dialing modes 1
dialing order 1
dialing time 1
end-of-day calculations for abandon rate 1
initial values for lines per agent 1
limitations of smaller agent groups 1
managing predictive 1
masking caller ID 1
overview 1
port requirements, modes 1
reporting 1
reporting templates 1
retry records in append 1
running effective 1
running single versus multiple 1
skill group reporting 1
skill group reporting for blended 1
skill groups 1
transferring AMD calls to agents 1
transfer to IVR 1
tuning the parameters 1 2
working with smaller skill groups 1
Camqry01 report 1
Camqry02 report 1
Camqry03 report 1
Camqry04 report 1
Camqry05 report 1
Camqry06 report 1
Camqry10 report 1
Camqry11 report 1
Camqry12 report 1
Camqry13 report 1
Camqry14 report 1
Camqry15 report 1
Camqry16 report 1
Camqry17 report 1
Camqry18 report 1
Camqry19 report 1
Camqry20 report 1
Camqry21 report 1
Camqry22 report 1
Camqry23 report 1
CCE software overview 1
CED column values 1
changing
max attempts 1
Cisco Agent Desktop (CAD)
overview of components 1
using Cisco Agent Desktop soft phone 1
using Cisco Desktop Administrator 1
using Cisco Supervisor Desktop 1
Cisco Desktop Adminstrator
adding the Enterprise Data fields to the Layout list 1 2
Outbound Option enterprise data 1 2
setting up Outbound Option 1 2
component relationships, Outbound Option 1
concepts, Outbound Option 1
Configuration Components 1
configuring
auto answer on agent phones 1
campaigns and imports 1
Dialer component 1 2
MR PG 1 2
Outbound Option Multi-Tenant customer instances 1
port map 1 2
queue to agent node 1 2
system options 1 2
contact information, previewing 1
Contact list 1
adding attributes 1
creating
call type 1
campaign 1
dialed numbers 1
Do Not Call list 1 2
enterprise route 1 2 3
enterprise skill group 1 2 3
import rule 1
query rule 1
CTI controls, installing 1 2
CTI ECC variables, using 1
CTI OS
about 1
integrating Outbound Option 1 2
Outbound Option ECC variable settings 1
CTI Server
Properties 1 2
CTI Toolkit Outbound Desktop (Win32), installing 1 2
customer time, campaign 1

D

Daylight savings 1
desktops
button performance 1
Outbound Option 1
Dialer
component, about 1
component status bar, checking 1 2
example of process flow in Predictive mode 1
fault recovery 1
installation instructions 1 2
overview 1
port allocation 1
reporting templates 1
saturation 1
Dialer01 report 1
Dialer10 report 1
Dialer11 report 1
Dialer12 report 1
Dialers
definition 1
Dialer_Detail table
about 1
advantages 1
CallResult codes and values 1
CallResults table 1
CallStatusZone values 1
database fields and descriptions 1
data flow 1
DialingMode values 1
fault tolerance 1
getting results for individual customers 1
dialing
modes, Direct Preview 1
modes, Predictive 1
modes, Preview 1
modes, Progressive 1
sequential 1
Dialing List
getting results for individual customers 1
dialing modes
direct preview 1
Predictive 1
Preview 1
Progressive 1
understanding 1
Dialpr01 report 1
Direct Preview dialing mode 1
Direct Preview mode
enabling 1
disabling
ringback during transfer to agent 1 2
Do Not Call list 1
creating 1 2

E

ECC variables 1
CTI OS Outbound Option 1
enabling 1 2
for outbound call centers 1
in mixed inbound and outbound call centers 1

F

fault recovery
Campaign Manager 1
Dialer 1
fax/modem detection
with call progress analysis 1
features
abandoned and retry call settings 1
activity reports 1
agent re-skilling 1
callbacks 1
Call Progress Analysis (CPA) 1
campaign management 1
campaign prefix digits for dialed numbers 1
Dialer 1
dialing modes 1
list of Outbound Option 1
managing skill groups 1
Outbound ECC variables support in Siebel 7.5.3 and later 1
Outbound Option support on IPCC Hosted 1
sequential dialing 1
transfer to IVR 1

G

getting results for individual customers 1

I

ICMDBA utility 1
Import component 1
Import Rule
reporting templates 1
imports
Contact list 1
Do Not Call list 1
reporting 1
running 1 2
types 1
Imprule01 report 1
Imprule10 report 1
installing
Cisco CTI controls 1 2
CTI Toolkit Outbound Desktop (Win32) 1 2
Dialer component 1 2
MR PG 1 2
integrating Outbound Option with CTI OS 1 2

J

JTAPI, modifying for calls to invalid numbers 1

L

lists
Contact 1
Do Not Call 1
Personal Callback 1

M

managing
agent idle time 1
effective campaigns 1
masking caller ID 1
max attempts, changing 1
modifying JTAPI for calls to invalid numbers 1

N

navigating Outbound Option Configuration Components
overview 1
Network VRU
creating 1 2
North American Local Exchange NPA NXX (NALENND) 1
North American Numbering Plan Data 1
See North American Local Exchange NPA NXX Database 1

O

outbound dialing modes 1
Outbound Option
architectural overview 1
concepts, how they relate to each other 1
configuration tools overview 1
Dialer component, overview 1
enterprise data 1 2
features 1
high-level overview 1
installation overview 1
installation prerequisites 1
private database, creating 1 2
reports 1
scripting 1 2
software components 1
solution 1
Outbound Option Dialer
adding a component 1 2
installation instructions 1 2
registry settings 1

P

pending contracts, calling order priority 1
peripheral gateway
about 1
agent 1
media routing 1
Perskg11 report 1
Perskg12 report 1
Personal Callback list 1
port throttle
SIP dialer 1
ports
requirements for campaign modes 1
predictive algorithm
example 1
managing 1
tuning the parameters 1 2
Predictive dialing mode 1 2
prerequisites
Outbound Option installation 1
Preview dialing mode 1 2
Progressive dialing mode 1 2

Q

query rules
overview 1

R

re-skilling
agent 1
registry settings 1
reporting
agent 1
blended campaign skill group 1
call type 1
campaign 1
Campaign 1
campaign query rule 1
campaign skill group 1
Dialer 1 2
Dialer saturation 1
half-hour 1
import 1
Import Rule 1
managing agent idle time 1
real-time 1
retry records in append campaigns 1
running out of available records 1
skill group 1
sources of higher idle times 1
transfer to IVR 1
understanding 1
reservation scripts 1 2
retries, calling order priority 1
ringback, disabling during transfer to agent 1 2
running
effective campaigns 1
imports 1 2
out of available records 1

S

scheduling contacts using Personal Callback List 1
script selector configuration
on IPCC installation 1
scripting
Outbound Option 1 2
Outbound Option admin scripts 1 2
Outbound Option reservation scripts 1 2
scripts
administrative, example of TimeBasedControl 1
SIP dialer
throttle down 1
voice gateway 1
skill groups
agents skilled for multiple active campaigns 1
blended 1
campaign 1
reporting for campaign 1
reporting temmplates 1
working with smaller 1
system time, campaign 1

T

tasks
adding enterprise data fields to the layout list 1 2
administrative/supervisory 1
configuring auto answer on agent phones 1
configuring Dialer component 1 2
configuring MR PG 1 2
configuring personal callbacks 1 2
configuring port map 1 2
configuring queue to agent node 1 2
configuring transfer to IVR script 1
creating call type 1
creating campaign 1
creating dialed numbers 1
creating enterprise route 1 2 3
creating enterprise skill group 1 2 3
creating import rule 1
creating Network VRU 1 2
creating query rule 1
creating the Outbound Option private database 1 2
disabling ringback during transfer to agent 1 2
enabling ECC variables 1 2
importing and assigning Dialer ports 1
installing CTI controls 1 2
installing CTI Toolkit Outbound Desktop 1 2
installing MR PG 1 2
installing the Dialer component 1 2
IPCC Enterprise outbound configuration 1 2
mapping scripts and call types and dialed numbers 1
setting up administrative script 1
setting up Outbound Option in Cisco Desktop Administrator 1 2
software installation and database creation 1 2
system options 1 2
Unified CM configuration 1 2 3
verifying DN/script selector configuration 1
TCD column descriptions 1
TCD records, transfer to IVR 1
templates
agent activity 1
campaign consolidated detailed records status by half-hour/daily for selected time period 1
campaign consolidated records status by half-hour/daily for selected time period 1
campaign dialing times 1
campaign query rules by half-hour 1
campaign records breakdown of attempts for selected time period 1
campaign records breakdown per query rule of attempts for selected time period 1
campaign records status 1
campaign records status by half-hour 1
campaign records status by half-hour/daily for selected time period 1
campaign records status per query rule by half-hour/daily for selected time period 1
current status of all campaign records 1
dialer activity by port 1
dialer capacity by half-hour/daily 1
dialer detection by half-hour 1
dialer detection status 1
Outbound Option counts 1
predictive calls by skill group 1
preview calls by skill group 1
query rule dialing times 1
query rules within a campaign 1
real-time table of query rules within a campaign 1
records imported 1
records imported by time range 1
reservation calls by skill group 1
skill groups and associated Outbound Option status 1
throttle down (SIP dialer) 1
transfer to IVR
campaigns 1
example of process flow 1
reporting 1
TCD records 1
transferring
AMD calls to agents 1

U

Unified CCE software overview 1
using
Cisco Agent Desktop soft phone 1
Cisco Desktop Administrator 1
Cisco Supervisor Desktop 1
CTI ECC variables 1
IVR 1

V

values, initial for lines per agent 1
verifying
campaign configuration 1
critical configuration steps 1 2
database configuration 1 2
Dialer port map configuration 1
DN/script selector configuration 1
DN/Script Selector configuration 1
system installation 1 2
Unified CM connectivity 1