Outbound Option Guide for Unified Contact Center Enterprise, Release 12.6(2)

Contents

A - C - D - G - I - L - M - N - O - P - R - S - T - U - V

Index

A

abandon rates, end-of-day calculations 1

Admin Workstation

Cisco Unified Intelligence Center 1

configuration 1

administrative scripts

TimeBasedControl 1

agents

managing idle time 1

re-skilling 1

reporting templates 1

Agtskg06 report 1

Agtskg10 report 1

Agtskg11 report 1

Agtskg12 report 1

C

callbacks

regular 1

Campaign Manager

component, about 1

registry settings 1

campaigns

end-of-day calculations for abandon rate 1

initial values for lines per agent 1

managing predictive 1

port requirements, modes 1

retry records in append 1

running effective 1

running single versus multiple 1

transferring AMD calls to agents 1

tuning the parameters 1

CCE software overview 1

changing

max attempts 1

Configuration Components 1

configuring

auto answer on agent phones 1

Outbound Option Multi-Tenant customer instances 1

creating

call type 1

query rule 1

D

Daylight savings 1

desktops

button performance 1

Outbound Option 1

Dialer

component status bar, checking 1

reporting templates 1

saturation 1

Dialer01 report 1

Dialer10 report 1

Dialer11 report 1

Dialer12 report 1

Dialer_Detail table

about 1

advantages 1

CallStatusZone values 1

data flow 1

database fields and descriptions 1

DialingMode values 1

fault tolerance 1

getting results for individual customers 1

Dialing List

getting results for individual customers 1

dialing modes

direct preview 1

Preview 1

Progressive 1

Dialpr01 report 1

Direct Preview mode

enabling 1

G

getting results for individual customers 1

I

Import component 1

Import Rule

reporting templates 1

Imprule01 report 1

Imprule10 report 1

installing

MR PG 1

L

lists

Personal Callback 1

M

managing

agent idle time 1

effective campaigns 1

max attempts, changing 1

N

navigating Outbound Option Configuration Components

overview 1

O

Outbound Option

configuration tools overview 1

software components 1

Outbound Option Dialer

registry settings 1

P

Perskg11 report 1

Perskg12 report 1

Personal Callback list 1

ports

requirements for campaign modes 1

predictive algorithm

managing 1

tuning the parameters 1

Preview dialing mode 1

Progressive dialing mode 1

R

re-skilling

agent 1

reporting

agent 1

Dialer 1 2

Dialer saturation 1

Import Rule 1

managing agent idle time 1

retry records in append campaigns 1

running out of available records 1

skill group 1

sources of higher idle times 1

understanding 1

running

effective campaigns 1

out of available records 1

S

script selector configuration

on IPCC installation 1

scripts

administrative, example of TimeBasedControl 1

skill groups

reporting temmplates 1

T

tasks

configuring auto answer on agent phones 1

creating call type 1

creating query rule 1

installing MR PG 1

mapping scripts and call types and dialed numbers 1

setting up administrative script 1

Unified CM configuration 1

verifying DN/script selector configuration 1

templates

agent activity 1

dialer activity by port 1

dialer capacity by half-hour/daily 1

dialer detection by half-hour 1

dialer detection status 1

Outbound Option counts 1

predictive calls by skill group 1

preview calls by skill group 1

records imported 1

records imported by time range 1

reservation calls by skill group 1

skill groups and associated Outbound Option status 1

transferring

AMD calls to agents 1

U

Unified CCE software overview 1

V

values, initial for lines per agent 1

verifying

campaign configuration 1

critical configuration steps 1

database configuration 1

DN/script selector configuration 1

DN/Script Selector configuration 1

system installation 1