Cisco Unified Contact Center Enterprise Solution Reference ...

More documents

Recommendations

Info

References to Additional Desktop Information 4-28 Cisco Unified Contact Center Enterprise 7.x SRND Chapter 4 Unified Contact Center Enterprise Desktop OL-8669-05
OL-8669-05 Cisco Unified Outbound Dialer CHAPTER Cisco Unified Contact Center Enterprise 7.x SRND 5 The Cisco Unified Outbound Dialer product (Unified OUTD), formerly Outbound Option and Blended Agent, was introduced on the Unified CCE platform in Unified CCE version 5.0. This product allows Unified CCE agents to participate in outbound campaigns in addition to handling inbound calls. Version 6.0 of Unified OUTD adds several important features, including software based Call Progress Analysis (including answering machine detection), Transfer to IVR mode, and Direct Preview mode. Version 7.0 provides enhancements, including sequential dialing and in-memory support of the Do-Not-Call list. This chapter provides guidelines on deploying the Unified OUTD in the context of Cisco Unified CallManager and the PG. High-Level Components Characteristics The Unified OUTD uses virtual Unified IP phones to place outbound calls through a voice gateway configured in Cisco Unified CallManager. The dialer is a software solution that does not require telephony cards for tone generation or tone/voice detection. The Outbound solution involves the following processes: The Campaign Manager process is responsible for sending configuration and customer records to all the Dialers in the enterprise. The Import process is responsible for importing customer records. The Dialer process. Multiple Dialer processes may be connected to the Campaign Manager server at multiple sites. This is limited to one customer instance. A Media Routing Peripheral Gateway and PIM are required for each Dialer to reserve agents for outbound use. The Media Routing PG can be shared with other media routing applications, such as the Web Collaboration or e-Mail Option. It can also be co-loaded on other servers in a Unified CCE deployment. See Sizing Unified CCE Components and Servers, page 9-1. The Unified OUTD solution allows an agent to participate in outbound campaigns and inbound calls through a software IP-based dialer. The Unified OUTD provides the following benefits: Enterprise-wide dialing, with IP Dialers placed at multiple call center sites. The Campaign Manager server is located at the central site. Centralized management and configuration via the Unified ICM Admin workstation. 5-1
Page 1 and 2:
Cisco Unified Contact Center Enterp
Page 3 and 4:
OL-8669-05 Preface xv New or Change
Page 5 and 6:
CHAPTER 2 Deployment Models 2-1 OL-
Page 7 and 8:
OL-8669-05 Cisco Unified Contact Ce
Page 9 and 10:
CHAPTER 5 Cisco Unified Outbound Di
Page 11 and 12:
OL-8669-05 Endpoint Security 7-20 A
Page 13 and 14:
G LOSSARY I NDEX OL-8669-05 Cisco U
Page 15 and 16:
OL-8669-05 Preface This document pr
Page 17 and 18:
Preface Product Documentation DVD O
Page 19 and 20:
Preface Cisco Technical Support & D
Page 21 and 22:
Preface OL-8669-05 Obtaining Additi
Page 23 and 24:
OL-8669-05 Architecture Overview CH
Page 25 and 26:
Chapter 1 Architecture Overview OL-
Page 27 and 28:
Page 29 and 30:
Chapter 1 Architecture Overview ICM
Page 31 and 32:
Chapter 1 Architecture Overview Fig
Page 33 and 34:
Chapter 1 Architecture Overview Cis
Page 35 and 36:
Page 37 and 38:
Chapter 1 Architecture Overview Adm
Page 39 and 40:
Chapter 1 Architecture Overview Mul
Page 41 and 42:
Chapter 1 Architecture Overview Cis
Page 43 and 44:
Chapter 1 Architecture Overview Lab
Page 45 and 46:
Chapter 1 Architecture Overview Fig
Page 47 and 48:
Page 49 and 50:
Page 51 and 52:
Chapter 1 Architecture Overview Con
Page 53 and 54:
Chapter 1 Architecture Overview Non
Page 55 and 56:
OL-8669-05 Deployment Models CHAPTE
Page 57 and 58:
Chapter 2 Deployment Models Unified
Page 59 and 60:
Chapter 2 Deployment Models Parent/
Page 61 and 62:
Chapter 2 Deployment Models OL-8669
Page 63 and 64:
Page 65 and 66:
Chapter 2 Deployment Models IPT: Ce
Page 67 and 68:
Page 69 and 70:
Page 71 and 72:
Page 73 and 74:
Chapter 2 Deployment Models Treatme
Page 75 and 76:
Chapter 2 Deployment Models Alterna
Page 77 and 78:
Page 79 and 80:
Chapter 2 Deployment Models IVR: Tr
Page 81 and 82:
Page 83 and 84:
Page 85 and 86:
Page 87 and 88:
Page 89 and 90:
Chapter 2 Deployment Models Connect
Page 91 and 92:
Page 93 and 94:
Chapter 2 Deployment Models Traditi
Page 95 and 96:
Page 97 and 98:
Page 99 and 100:
Chapter 2 Deployment Models Using I
Page 101 and 102:
Page 103 and 104:
OL-8669-05 CHAPTER Design Considera
Page 105 and 106:
Chapter 3 Design Considerations for
Page 107 and 108:
Page 109 and 110:
Page 111 and 112:
Page 113 and 114:
Page 115 and 116:
Page 117 and 118:
Page 119 and 120:
Page 121 and 122:
Page 123 and 124:
Page 125 and 126:
Page 127 and 128:
Page 129 and 130: Chapter 3 Design Considerations for
Page 153 and 154: OL-8669-05 CHAPTER Unified Contact
Page 155 and 156: Chapter 4 Unified Contact Center En
Page 179: Chapter 4 Unified Contact Center En
Page 183 and 184: Chapter 5 Cisco Unified Outbound Di
Page 193 and 194: OL-8669-05 Cisco Unified Mobile Age
Page 195 and 196: Chapter 6 Cisco Unified Mobile Agen
Page 207 and 208: OL-8669-05 Securing Unified CCE CHA
Page 209 and 210: Chapter 7 Securing Unified CCE Secu
Page 211 and 212: Chapter 7 Securing Unified CCE OL-8
Page 213 and 214: Chapter 7 Securing Unified CCE Netw
Page 215 and 216: Chapter 7 Securing Unified CCE Netw
Page 219 and 220: Chapter 7 Securing Unified CCE IPSe
Page 223 and 224: Chapter 7 Securing Unified CCE Intr
Page 229 and 230: OL-8669-05 Sizing Call Center Resou
Page 231 and 232:
Chapter 8 Sizing Call Center Resour
Page 233 and 234:
Page 235 and 236:
Page 237 and 238:
Page 239 and 240:
Page 241 and 242:
Page 243 and 244:
Page 245 and 246:
Page 247 and 248:
Page 249 and 250:
OL-8669-05 CHAPTER Sizing Unified C
Page 251 and 252:
Chapter 9 Sizing Unified CCE Compon
Page 253 and 254:
Page 255 and 256:
Page 257 and 258:
Page 259 and 260:
Page 261 and 262:
Page 263 and 264:
Page 265 and 266:
Page 267 and 268:
OL-8669-05 CHAPTER Cisco Unified Co
Page 269 and 270:
Chapter 10 Sizing Cisco Unified Cal
Page 271 and 272:
Page 273 and 274:
Page 275 and 276:
Page 277 and 278:
Page 279 and 280:
OL-8669-05 CHAPTER Cisco Unified Co
Page 281 and 282:
Chapter 11 Bandwidth Provisioning a
Page 283 and 284:
Page 285 and 286:
Page 287 and 288:
Page 289 and 290:
Page 291 and 292:
Page 293 and 294:
Page 295 and 296:
Page 297 and 298:
Page 299 and 300:
Page 301 and 302:
Page 303 and 304:
Page 305 and 306:
Page 307 and 308:
Page 309 and 310:
Page 311 and 312:
Page 313 and 314:
Numerics 3DES Triple Data Encryptio
Page 315 and 316:
DiffServ Differentiated Services DM
Page 317 and 318:
MDF Main distribution frame MDS Mes
Page 319 and 320:
SRND Solution Reference Network Des
Page 321 and 322:
Symbols .NET CIL API 4-14 Numerics
Page 323 and 324:
security 7-5 sizing call center res
Page 325 and 326:
CTI Desktop Toolkit 4-4, 4-5, 4-12
Page 327 and 328:
H H.323 3-15 hardening of phones 7-
Page 329 and 330:
modes for outbound dialer 5-3 MoH 6
Page 331 and 332:
public network 11-3, 11-7, 11-10, 1
Page 333 and 334:
Peripheral Gateway (PG) 9-15 Periph
Page 335:
website for technical support and d
show all

Cisco Unified Contact Center Enterprise Solution Reference ...

Create successful ePaper yourself

Delete template?

Save as template?