Outbound Option, functionality that is
automatically enabled at setup, provides automatic outbound dialing capability.
The Outbound Option Dialer, which places outbound calls to
customers and connects these calls with agents, assigns and connects calls
differently than regular Unified CCE routing. Report data for agents
handling Outbound Option calls therefore differs from data for agents handling
typical voice calls and multichannel tasks.
To interpret agent
data for Outbound Option tasks, you need to understand how Outbound Option
reserves agents, reports calls that are connected to agents, and handles calls
dropped by customers before the calls are connected.
Outbound Dialer initiates a call to a customer, it reserves the agent assigned
to handle the call by placing a reservation call to the agent and changing the
agent's state to Hold. This reservation call is reported as a Direct In call to
For typical voice calls, the agent is placed into
Reserved state when Unified CCE software reserves the agent to handle a call;
the agent's state is reported as Reserved. For Outbound Option calls, reports
show the agent in Hold state when reserved for a call and the time that agent
spends reserved is reported as Hold Time.
When the customer
answers the call, the Outbound Option Dialer transfers the call to an agent.
The call is now reported as a Transfer In call to the agent. When the customer
call is transferred to the agent, the reservation call is dropped by the Dialer
and classified as Abandon on Hold.
For more information regarding Outbound
Option termination call detail records, see the
Outbound Option Guide for Cisco
Unified Contact Center Enterprise & Hosted.
call wait time, set in the Campaign Configuration screen, determines how calls
are reported if the caller hangs up. Calls are counted in the Customer Abandon
field in both Real Time and Historical campaign query templates only if the
customer hangs up before the abandoned call wait time is reached.