Unified CCX CUBE Outbound Configuration

First Published: July 6, 2015

Last Updated: Feb 11, 2016

Introduction

This page provides configuration information for CUBE Outbound with Call Progress Analysis (CPA) in a Unified CCX environment.

The intended audience should be able to perform system-level configuration of Cisco Unified Communications components and deployments and be familiar with the Cisco Unified Communications products.

The configuration information is based primarily on system testing performed in 10.6 Unified CCX during Cisco Collaboration Systems releases.

This topic does not contain detailed step-by-step procedures. For detailed information about installing, configuring, and administering Unified CM, Unified CCX, or CUBE refer to Unified CM, Unified CCX, or CUBE documentation - see Related Documentation.

Design  

For information about design considerations and guidelines to deploy Cisco Unified Contact Center Express, see:

Cisco Unified Contact Center Express Design Guide, Release 10.6(1)

 For information on design considerations and guidelines for deploying Outbound:

Cisco Unified Contact Center Express Design Guide, Release 10.6(1): Unified CCX Outbound Preview Dialer

Cisco Unified Contact Center Express Design Guide, Release 10.6(1): Unified CCX Outbound Progressive and Predictive Dialer

 For information on specific deployments and sites where CUBE Outbound system testing was performed, see Tested Deployments and Site Models.

Topologies

This section provides information about the CUBE Outbound with CPA. During Cisco Collaboration Systems 10.6 testing, various system components including Unified CM, Unified CCX, and CUBE were installed and tested in several sites.

■        Unified Communications Manager: 10.5.2.10000-5

■        Unified CCX: 10.6.0.10000-39

■        IM and Presence Service: 10.5.2.10000-9

■        Cisco IOS: 15.4(3) M1

Call Flow Diagram

Figure 1: Unified CCX CUBE Outbound Call Flow

1.   Contacts are imported into Unified CCX from the Unified CCX administration interface.

2.   The Unified CCX dials out the numbers depending on the availability of the agent or IVR configuration and port availability.

3.   The call reaches the CUBE which dials out to the actual customer outside the enterprise. If it is an agent campaign, an agent is reserved first.

4.   Call Progress Analysis (CPA) works only with Predictive and Progressive IVR and Agent Campaigns.

5.   When the customer answers the call, CPA determines whether it is a voice call or it has been connected to fax or answering machine. If the CPA detected is voice, the call is transferred to the agent or IVR otherwise the call is disconnected by the CUBE itself.

Configuration

This section provides the high-level tasks and related information for configuring CUBE Outbound:

The following table provides this information:

■        Configuration Tasks: List of high-level configuration tasks

■        System Test Specifics: System test variations from procedures and settings documented in the product documentation.

■        More Information: Links to product documentation for detailed configuration information related to the high-level tasks.

NOTE: Default and recommended values specified in the product documentation were used during system testing, unless otherwise noted in the System Test Specifics column.

Table 1. CUBE Outbound Configuration

Related Documentation

■        Cisco Unified Contact Center Express Design Guide, Release 10.6(1)

■        Cisco Unified Communications Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 10.5(1)

■        For information on configuring the security components, see Security System Configurations.

■        For information on the IOS commands used to configure infrastructure components, see Configuration Command Files for Contact Center.

Obtaining Documentation and Submitting a Service Request

For information on obtaining documentation, using the Cisco Bug Search Tool (BST), submitting a service request, and gathering additional information, see What’s New in Cisco Product Documentation at: http://www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html.

Subscribe to What’s New in Cisco Product Documentation, which lists all new and revised Cisco technical documentation, as an RSS feed and deliver content directly to your desktop using a reader application. The RSS feeds are a free service.

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.

NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.

IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental.

All printed copies and duplicate soft copies are considered un-Controlled copies and the original on-line version should be referred to for latest version.

Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco website at www.cisco.com/go/offices.

Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R)

© 2016 Cisco Systems, Inc. All rights reserved.