Cisco Outbound Option

Document ID: 62022

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Background
Procedure
NetPro Discussion Forums - Featured Conversations
Related Information

Introduction

This document describes the procedure you use to import data into the Do-Not-Call list table in the Cisco Outbound Option environment.

A Do-Not-Call list ensures that customers who request not to be contacted are not contacted regardless of the call list imported into the system. The import process always imports the Do-Not-Call lists into the same do_not_call_list table. The addition of a customer to this list is accomplished when you import a Do-Not-Call list.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco Outbound Option

Components Used

The information in this document is based on these software and hardware versions:

• Cisco Outbound Option version 5.0 and later

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to the Cisco Technical Tips Conventions for more information on document conventions.

Background

State and National laws require that a predictive dialing systems maintain a Do-Not-Call list. Every campaign and list must be checked against the Do-Not-Call list. If the system finds a number in the Do-Not-Call list, the system must not dial the number.

Cisco Outbound Option supports the Do-Not-Call list. This feature provides the capability to add entries into a Do-Not-Call table. When calls in the Do Not Call list are eliminated, companies that use the Cisco Outbound Option achieve a higher call completion success rate, while eliminating nuisance calls.

Procedure

When you load a do-not-call-list table, there are not special .dll files involved. Simply import the file. However, the Do-Not-Call import has a predefined format. Complete these steps:

1. Select Start > Programs > ICM Admin Workstation > Configuration Manager.

2. Select Blended Agent > Blended Agent - Import from the Configuration Manager menu.

   Figure 1: Configuration Manager

   

   The Blended Agent Import Rule window appears.

3. Click Retrieve.

   The name(s) of the Import Rule(s) are listed and the Add button is enabled.

4. Click Add.

5. Click the Import Rule General tab.

   The Blended Agent Import Rule window refreshes.

   Figure 2: Blended Agent Import Rule - Import Rule General

   

6. Enter DoNotCall in the Import Name field.

7. Click the Enable box.

8. Click the Comma delimited radio button in the Import data type field.

9. Select Do Not Call in the Import type drop-down box.

   The Target table name field is automatically filled with Do_Not_Call, which is grayed out and can not be modified.

10. Enter the location of the import file in the Import file path field. The format is predefined.

11. Click the Definition tab to display the details by column.

    The do-not-call-list table contains four columns. They are:

    • Home phone

    • Work phone

    • Work phone extension

    • Deactivated

    Figure 3: Blended Agent Import Rule - Definition

    

12. Click the Schedule tab to configure the Scheduled Import time.

    You have two options to schedule the import by week or by month and to start the import when the file is present.

    Figure 4: Blended Agent Import Rule - Schedule

    

NetPro Discussion Forums - Featured Conversations

Related Information

• Technical Support & Documentation - Cisco Systems