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 that the Outbound Option installation and configuration setup is successful.
For detailed Outbound Option Components field descriptions, see the
Successfully completing the Outbound Option installation also requires use of the
Staging Guide for Cisco Unified ICM/Contact Center Enterprise. See
http://www.cisco.com/web/psa/products/index.html for the
complete set of Cisco Unified ICM/Contact Center Enterprise and Hosted software
This document is intended for contact center supervisors and contact
center technology experts who perform the following functions using
System Administrators – The installer/partner who sets up the Unified CCE system to support Outbound Option and installs and integrates the Outbound Option components.
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 perform such tasks as modifying a query rule, adjusting the lines per agent, or
enabling or disabling a campaign. This group of users also read
and interpret reports to help them run their business.
Sales – A secondary audience, interested primarily in
Related documentation includes the documentation sets for:
Cisco CTI Object Server (CTI
Unified Contact Center Management Portal
Cisco Unified Customer Voice Portal (CVP)
Unified IP IVR
Cisco Unified Intelligence Center
Cisco Agent Desktop (CAD)
For documentation for these Cisco Unified Contact Center Products, go to
select Voice and Unified Communications > CustomCisco Unified Contact Center Productser
Collaboration > Cisco Unified Contact Center Products
or Cisco Unified Voice Self-Service Products, and select the product/option
in which you are interested.
What's New in Cisco Product Documentation, which lists all
new and revised Cisco technical documentation as an RSS feed and delivers
content directly to your desktop using a reader application. The RSS feeds are
a free service.
Field Alerts and
Cisco products may be modified or key processes may be
determined to be important. These are announced through use of the Cisco Field Alerts
and Cisco Field Notices. You can register to receive Field Alerts and
Field Notices through the Product Alert Tool on Cisco.com. This tool enables
you to create a profile to receive announcements by selecting all products of