Cisco Unified Contact Center Enterprise Solution Reference ...

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Functional Description Best Practices 5-2 Call-by-call blending of inbound and outbound calls. Cisco Unified Contact Center Enterprise 7.x SRND Chapter 5 Cisco Unified Outbound Dialer Flexible outbound mode control by using the Unified ICM script editor to control type of outbound mode and percentage of agents within a skill to use for outbound activity. Integrated webview reporting with outbound specific reporting templates. Follow these guidelines and best practices when implementing the Unified OUTD: Use a media routing PG and a media routing PIM for each Dialer. The Media Routing PG can be configured for multiple PIMs to support multiple dialers. For high availability, deploy multiple dialers at a single Cisco Unified CallManager cluster. See High Availability, page 5-10. Deploy dialers in close proximity to the Cisco Unified CallManager cluster where the Dialers are registered. Do not use the G.729 codec in cases where transfer times of one second or less are required. IP Dialers support only the G.711 audio codec for customer calls. Although Unified OUTDs may be placed within a region that uses the G.729 codec, the codec switchover lengthens the transfer time between customer and agent. Be aware that using IP Communicator softphone for the Unified OUTD agents can introduce an additional delay in transferring customer calls to the agent. Do not use more than two Dialers per Cisco Unified CallManager PG pair. Configure each Dialer in its own device pool, and register all ports for that dialer in a single Cisco Unified CallManager node. This prevents two dialers from tag teaming a single Cisco Unified CallManager node. Configure the same number of ports for Unified OUTDs at a specific peripheral. Ensure proper Cisco Unified CallManager server sizing when installing Unified OUTDs. Unified OUTDs perform numerous call transfers, which increases the performance load on the Cisco Unified CallManager server. Enable Dialer call throttling to prevent overloading the Cisco Unified CallManager server. See Dialer Throttling and Cisco Unified CallManager Considerations, page 5-9. The Cisco Unified CallManager routing and dial plans are used for outbound calls. This allows calls to be placed using gateways that are deployed to leverage toll-bypass and lower local calling rates. The following gateways have been tested with Unified OUTDs: Cisco AS5350 and AS5400 Series Cisco 6608 Functional Description The Unified OUTD is a software-only process that is typically co-located on the Cisco Unified CallManager PG. The dialer process has communication sessions with Cisco Unified CallManager, Outbound Campaign Manager, CTI Server, and MR PIM. The dialer process communicates with the Outbound Campaign Manager to retrieve outbound customer contact records and to report outbound call disposition (including live answer, answering machine, RNA, and busy). The dialer process communicates with Cisco Unified CallManager to place outbound customer calls and agent reservation OL-8669-05
Chapter 5 Cisco Unified Outbound Dialer Outbound Dialing Modes OL-8669-05 Cisco Unified Contact Center Enterprise 7.x SRND Functional Description calls from the dialer ports and thus has an impact on the Cisco Unified CallManager cluster. The dialer process communicates with the CTI Server to monitor skill group activity and to perform third-party call control for agent phones. The dialer process communicates with the MR PIM to submit route requests to select an available agent. The Unified OUTD can dial customers on behalf of all agents located on its peripheral. The Dialer is configured with routing scripts that enable it to run in full blended mode (an agent can handle inbound and outbound calls alternately), in scheduled modes (e.g. 8:00am to 12:00pm in inbound mode and 12:01pm to 5:00pm in outbound mode), or completely in outbound mode. If blended mode is enabled, the Dialer competes with inbound calls for agents. The dialer does not reserve more agents than are configured in the administrative script Outbound Percent variable. If all agents are busy, then the dialer does not attempt to reserve any additional agents. Multiple dialers are used to achieve high availability. See High Availability, page 5-10. The Unified OUTD supports Call Progress Analysis configuration on a campaign basis. When this feature is enabled, the dialer analyzes the media stream to determine the nature of the call (such as voice, answering machine, modem, or fax detection). Campaigns are run as agent-based campaigns or IVR based campaigns. An IVR is generally configured in an agent-based campaign to allow for handling of overflow calls when all agents are busy. Including an IVR in an agent based campaign permits compliance with the FTC/FCC telemarketing regulations. If an IVR is not configured, over-dialed calls are cancelled, unless you configure overflow agents. Overflow agents are agents that are available to receive outbound calls but are not considered when calculating the number of lines to dial per agent. In a transfer to IVR based campaign, all of the calls are transferred to an IVR application after the outbound call is answered. The Unified OUTD initiates calls using any of several modes, depending on the skill group: Predictive Mode—Dynamically calculates the number of lines to dial per agent Progressive Mode—Uses a fixed number of lines per agent set by administrator Preview Mode—Agent manually accepts, rejects or skips customer calls (through enabled desktop buttons). Dials one line per agent. Direct Preview Mode—Allows the agent to hear the call ring-out from the desktop; Similar to having the call placed by the agent directly. Dials one line per agent. Personal Callback Mode —The agent can specify that a callback at a later time will be directed to the same agent. Agent calls the customer back at a pre-arranged time established between the agent and the customer. Call Flow Description - Agent Based Campaign In an agent-based campaign, completed Dialer calls are routed to a live agent using a Unified IP phone and desktop. The call flow for predictive/progressive dialing proceeds as follows (Figure 5-1): 1. The dialer process continually monitors peripheral skill group statistics from the CTI server for an available agent. Concurrently the campaign manager monitors the database for customer records and forwards active records to the dialer. When the dialer identifies an available agent for use in an outbound campaign, it sends a route request to the MR PIM. 2. The MR PIM forwards the route request to the router. 5-3
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