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Call Transfer Timelines Call Transfer Timelines High Availability 5-10 Cisco Unified Contact Center Enterprise 7.x SRND Chapter 5 Cisco Unified Outbound Dialer The length of time required to complete call transfer of a customer call to an agent is highly dependent on the telephony environment. The following factors can add to transfer times: Improperly configured Cisco Unified Communications infrastructure.—Port speed mismatches between servers or inadequate bandwidth. WAN—WAN unreliable or not configured properly. IP Communicator—Media termination running on a desk top does not have the same system priority as software running on its own hardware platform like a hard phone. This is not recommended for Unified OUTD usage unless the customer is clearly taking an inexpensive route and is OK with a less reliable solution. Call Progress Analysis—When you enable Call Progress Analysis for the campaign, it takes on an order of a half second or so to differentiate between voice and a answering machine, if the voice quality is good. When calling cell phones, the voice quality is quite often less than optimal so it might take the dialer a bit longer to differentiate. The Unified OUTD option provides high availability through multiple dialers per Cisco Unified CallManager cluster. Calls are distributed evenly among the dialers. If a dialer fails, the calls are re-routed to the other dialers throughout the enterprise that are configured to support the remaining campaign contacts. The calls that were in progress on the failed dialer are marked for retry. Note The Campaign Manager and Import process components of the Unified OUTD are simplex components and are required to be co-located with the Logger (Side A). In a System Unified CCE deployment model, configuration support is currently provided for one dialer for the single PG. If more dialers are required, then the System PG or Enterprise deployment models are recommended. It is normal practice to set up Unified IP phones to be able to fail over to another Cisco Unified CallManager in case of a Cisco Unified CallManager node failure in which phones are distributed across the cluster. The Dialer is not a normal phone, and the ports for a dialer should not be distributed across multiple nodes within the cluster. Give careful consideration before configuring a dialer to fail-over to a back up subscriber. The dialer can tax the Cisco Unified CallManager node when starting a campaign or whenever resources are available (agents or IVR ports for transfer to IVR campaign). If two dialers are configured to share the Cisco Unified CallManager as part of distribution or node failure, a high-availability attempt can have a negative performance impact on the rest of the system. Each dialer has its own port throttling mechanism, and is not aware that another dialer may be sharing the same Cisco Unified CallManager. With two dialers competing, the subscriber might enter into a code yellow condition. However, the dialer can fail over to a back up subscriber provided that the subscriber is completely idle and allocated for back up activities only. The general rule in configuring the dialers for high availability is to do no harm. As part of this guideline, be aware that dialers significantly affect Cisco Unified CallManager performance, and therefore it is advisable to run the resource calculators to validate the deployment design (see Table 5-1). OL-8669-05
Chapter 5 Cisco Unified Outbound Dialer Cisco Unified Mobile Agent References OL-8669-05 Cisco Unified Mobile Agent Mobiles agents are supported for outbound campaigns. However, only a nailed-up connection is supported. For more details regarding Cisco Unified Mobile Agent, see the chapter on Cisco Unified Mobile Agent, page 6-1. Table 5-1 contains references that apply to the Unified OUTD feature. Table 5-1 Unified CCE Unified OUTD References Document Description/Location Cisco ICM/Contact Center Enterprise Edition Outbound Option Setup and Configuration Guide Cisco ICM/IP Contact Center Enterprise Edition Release 6.0(0) Outbound Option User Guide http://www.cisco.com/univercd/cc/td/doc/product /icm/icmentpr/icm60doc/icm6out/ http://www.cisco.com/univercd/cc/td/doc/product /icm/icmentpr/icm60doc/icm6out/ Unified OUTD Configuration and Setup Guide CCO documentation Unified OUTD Users Guide CCO documentation Unified CCE Outbound Resource Calculator http://tools.cisco.com/partner/ipccal/index.htm Unified CCE Outbound Resource Calculator http://tools.cisco.com/partner/ipccal/QuickGuide documentation Outbound.htm Cisco Unified CallManager Capacity Tool http://www.cisco.com/cgi-bin/CT/CCMCT/ct.cgi Cisco Intelligent Contact Management Software http://www.cisco.com/univercd/cc/td/doc/product Release Bill of Materials /icm/ccbubom/index.htm IPCC Installation and Configuration Guide for http://www.cisco.com/univercd/cc/td/doc/product Cisco IPCC Enterprise Edition, Release 7.0(0) /icm/ipccente/ipcc70d/ipcccor7/ Cisco Unified Contact Center Enterprise 7.x SRND 5-11
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