Cisco Unified Contact Center Enterprise Solution Reference ...

Cisco Unified Outbound Dialer (Unified OUTD) Design Considerations
Figure 3-13 Cisco Collaboration Server
3-20
Internet
Caller
requests for
a Call Back
or for Web
Collaboration
with Chat
(SSC, MSC),
or Web
Collaboration
with a Phone
Call (BC)
F
I
R E
W ALL
DMZ
DCA
DCA Connection
CCS
ICM
Queue
Cisco Unified Contact Center Enterprise 7.x SRND
F I
R E
W ALL
ARM
MRI
BAPI
CallManager
CMB
ARM
CTI
ICM Administration
Connection (aka
Conapi Connection)
Note: Arrow indicates the direction in
which the connection is initiated.
Chapter 3 Design Considerations for High Availability
Cisco Unified Outbound Dialer (Unified OUTD) Design
Considerations
MRI
Agent PG
CTI
SVR
Media Routing
(MR) PG
MR PIM
ICM Distributor
AW
CMS_jserver
HTTP Agent Connection
Workstation CTI
Desktop Phone
Agents
The Unified OUTD provides the ability for Unified CCE to place calls on behalf of agents to customers
based upon a predefined campaign. The major components of the Unified OUTD are (see Figure 3-14):
Outbound Campaign Manager — A software module that manages the dialing lists and rules
associated with the calls to be placed. This software is loaded on the Logger Side A platform and is
not redundant; it can be loaded and active on only one server of the duplex pair of Loggers in the
Unified CCE system.
Unified OUTD — A software module that performs the dialing tasks on behalf of the Campaign
Manager. In Unified CCE, the Unified OUTD emulates a set of IP phones for Cisco Unified
CallManager to make the outbound calls, and it detects the caller and manages the interaction tasks
with the CTI OS server to transfer the call to an agent. It also interfaces with the Media Routing
Peripheral Gateway, and each Dialer has its own peripheral interface manager (PIM) on the Media
Routing Peripheral Gateway.
IP
126036
OL-8669-05