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

Preface

Purpose

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 online help.


Note


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 manuals.

Audience

This document is intended for contact center supervisors and contact center technology experts who 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 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 conceptual information.

Organization

The following table describes the information contained in each chapter of this guide.

Chapter

Description

Chapter 1, "Outbound Business Concepts"

Intended Audience: all audiences

Provides a high-level overview of Outbound Option and its components.

Chapter 2, "Architectural Overview"

Intended Audience: System Administrators/Administrators

Provides a high-level overview of Unified CCE software, Outbound Option component relationships, scripting, and fault recovery.

Chapter 3, "Installing Outbound Option - Preliminary Steps"

Intended Audience: System Administrators

Provides prerequisite information users need to know before installing Outbound Option.

Chapter 4, "Installing Outbound Option: SIP Dialer"

Intended Audience: System Administrators

Provides all the information users need to install Outbound Option with a Session Initiation Protocol (SIP) Dialer.

Chapter 5, "Installing Outbound Option: SCCP Dialer"

Intended Audience: System Administrators

Provides all the information users need to install Outbound Option with a Skinny Call Control Protocol (SCCP) Dialer.

Chapter 6, "Configuring Campaigns and Imports"

Intended Audience: Administrators

Provides all the information users need to configure Outbound Option.

Chapter 7, "Administrative/​Supervisory Tasks"

Intended Audience: Administrators/Supervisors who may or may not have administrative permission

Provides information about reading reports, agent desktops, adding and reskilling agents, running imports, and running and managing effective campaigns,

Appendix A, "Registry Settings"

Contains information about registry settings for Outbound Option server processes.

Appendix B, "Long Distance Digit Prefix Logic"

Provides information about outbound call routing.

Appendix C, "Dialer_​Detail Table"

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) database.

Appendix D, "Termination_​Call_​Detail Table"

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.

Appendix E, "Dialing List Table"

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.

Appendix F, "Scheduling Contacts Between Customers and Specific Agents"

Documents all the columns in the personal callback table.

Appendix G, "CTI OS Outbound Option ECC Variable Settings"

Contains a sample .REG file, which creates the applicable Outbound Option expanded call context (ECC) registry entries for CTI OS.

Related Documentation

Documentation for Cisco Unified ICM/Contact Center Enterprise & Hosted, as well as related documentation, is accessible from Cisco.com at: http:/​/​www.cisco.com/​cisco/​web/​psa/​default.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 Unified IP IVR, Cisco Unified Intelligence Center, and Cisco Support Tools.

Product Naming Conventions

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.


Note


This document uses the naming conventions provided in each GUI, which means that in some cases the old product name is in use.

Old Product Name

New Name (long version)

New Name (short version)

Cisco IPCC Enterprise Edition

Cisco Unified Contact Center Enterprise

Unified CCE

Cisco IPCC Hosted Edition

Cisco Unified Contact Center Hosted

Unified CCH

Cisco Intelligent Contact Management (ICM) Enterprise Edition

Cisco Unified Intelligent Contact Management Enterprise

Unified ICME

Cisco Intelligent Contact Management (ICM) Hosted Edition

Cisco Unified Intelligent Contact Management Hosted

Unified ICMH

Cisco CallManager/Cisco Unified CallManager

Cisco Unified Communications Manager

Unified CM

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.
  • Click Finish.

italic font

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 similar skills.
  • 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

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays; for example: <html><title>Cisco Systems,Inc. </title></html>
  • Navigational text when selecting menu options; for example: 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 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 e-mail to the following address:

mailto:ccbu_​docfeedback@cisco.com

We appreciate your comments.