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Outbound Option Guide for Cisco Unified Contact Center Enterpriseand Hosted Release 10.5(1)First Published: June 18, 2014Americas HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAhttp://www.cisco.comTel: 408 526-4000800 553-NETS (6387)Fax: 408 527-0883
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CONTENTSPrefacePreface xiiiOutbound Change History xiiiPurpose xivAudience xivOrganization xivRelated Documentation xviProduct Naming Conventions xviDocumentation and Support xviiDocumentation Feedback xviiConventions xviiCHAPTER 1Outbound Business Concepts 1Overview 1Automatic Dialers 1Cisco Outbound Solution 1High-Level Overview of Cisco Outbound Option 2Outbound Option Features 2Unified CCE Compatible Dialer 2Campaign Management 3Unified Contact Center Software Management of Skill Groups 3Dedicated and Blended Dialing Modes 3Outbound Option Dialing Modes 3Outbound Option activity reports 4Callbacks 4Call Progress Analysis (CPA) 4Transfer to IVR 4Sequential Dialing 4Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.5(1)iii
ContentsCisco IP Contact Center Agent Re-skilling 5Abandoned and Retry Call Settings 5Campaign Prefix Digits for Dialed Numbers 5Outbound Option Support on Cisco Unified Contact Center Hosted 5Outbound ECC Variables Support in Siebel 7.5.3 and Later 5Relationships Between Outbound Option Components 6Imports 8Do Not Call List Imports 8Contact List Imports 9Import Rule Reports 9Query Rules 10Campaigns 10Dialing Modes 10Caller ID Masking by Campaign 12Agent Campaigns 13Callbacks 13About Regular Callbacks 14About Personal Callbacks 14Transfer to IVR Campaigns 15Dialing Order 15Sequential Dialing 16Contact Priority Among Callbacks, Retries, and Pending Contacts 16Campaign Reports 16Campaign Query Rule Reports 17Transfer to IVR Reports 17Call Type Reports 17Campaign Skill Groups 17Smaller Skill Groups 18Blended Campaigns/Skill Groups 18Agents Skilled for Multiple Active Campaigns 18Campaign Skill Group Reports 18Blended Campaign Skill Group Reports 19Customer Time Versus System Time 19Customer Time 19System Time 20Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.5(1)iv
ContentsCall Progress Analysis (Answering Machine Detection) 20CHAPTER 2Architectural Overview 21Unified CCE Software Overview 21Outbound Option Software Components 22Outbound Option Component Relationships 23Outbound Option Campaign Manager Component 24Outbound Option Import Component 25Outbound Option Dialer Component 25SIP Dialer 25Dialer Port Allocation 26Port Allocations for Campaign Modes 27Outbound Option Dialer Process Flow 28Transfer to IVR Call Flow 29Transfer to Agent Call Flow: SIP Dialer with SIP Proxy 30Transfer to IVR Call Flow: SIP Dialer with SIP Proxy 31Transfer to Agent - SIP Dialer with No SIP Proxy 32Peripheral Gateway (PG) 33Agent PG 33Media Routing PG 33IVR 33Administration and Data Server: Configuration 34Cisco Unified Intelligence Center 34Dialer Reports 34Outbound Option Agent Desktops 34Cisco CTI Object Server (CTI OS) 34Cisco Agent Desktop (CAD) 35Cisco Agent Desktop 35Cisco Supervisor Desktop 35Cisco Desktop Administrator 36Cisco Finesse 36Outbound Option Extended Call Context Variables 36Desktop Button Behavior 39Outbound Option Scripting 40Outbound Option administrative scripts 41Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.5(1)v
ContentsOutbound Option agent reservation scripts 41Fault Recovery 42Campaign Manager Fault Recovery 42Dialer Fault Recovery 42CHAPTER 3Outbound Option Installation: Preliminary Steps 45Before You Begin 45Dialer Component Performance Optimization 45Auto-answer Settings 45Outbound Option Database Size 45IVR Integration 46System Requirements 46Installation Procedure Locations 46CHAPTER 4Outbound Option Installation: SIP Dialer 47Installation task maps 47System Configuration for Outbound Option 47Software Installation and Database Creation 48Unified CCE configuration for Outbound Option 49Configure the PG 49Configure Dialer Component 50Configure Port Map 51Create a Network VRU 52Configure Media Routing PG (MR PG) 52Send to VRU 53Configure Skill Group 54Create Dialed Number 55Configure System Options 56Enable Expanded Call Variables 56(Optional) Configure Personal Callbacks 56Create an Enterprise Skill Group 60Create an Enterprise Route 61Configure Queue to Agent Node 62Packet Capture 63Unified Communications Manager and Gateway Configuration 64Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.5(1)vi
ContentsDisable Ringback During Transfer to Agent for SCCP 64Disable Ringback During Transfer to Agent for SIP 65Configuration of Voice Gateways, SIP Proxy, or Cisco Unified Border Element 68Configure SIP Trunks 69Outbound Option Software Installation Steps 70Software Installation and Database Creation 71Create Outbound Option Private Database 71Configure Logger 72Upgrade of an Outbound Option Database from a Previous Release 73Install Dialer Component on the PG Platform 73Modification of Local Static Route File 74Edit Dialer-Related Registry Values 75Install MR PG 75Installation of Cisco CTI Controls 76Integrate Outbound Option with CTI OS 76Configure CTI OS Server for Outbound Option 77Install CTI Toolkit Outbound Desktop (Win32) 78Integrate Outbound Option with Standard CTI Toolkit Agent Desktop 78Set Outbound Option Expanded Call Variables 78Setup of Outbound Option in Cisco Desktop Administrator 79Outbound Option Enterprise Data 79Add Enterprise Data Fields to Layout List 79Verification 80Dialer Component Status 81Verify Critical Configuration Steps 83Verify Database Configuration 83Verify Router Registry Key 83CHAPTER 5Outbound Option Installation: SCCP Dialer 85Installation task maps 86Unified CCE Outbound Configuration 86Cisco Unified CM and Gateway Configuration 86Software Installation and Database Creation 87Unified CCE Outbound Option Configuration 88Configure IPCC PG 88Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.5(1)vii
ContentsConfigure Dialer Component 89Configure Port Map 90Create a Network VRU 91Configure Media Routing PG (MR PG) 91Configure Skill Group 92Create Dialed Number 93Configure System Options 93Enable ECC Variables 94Configuration and scheduling of personal callback feature 94Configure Personal Callbacks 94Create Enterprise Skill Group 97Create Enterprise Route 98Configure Queue to Agent Node 98Unified CMr and Gateway Configuration 99Import and Assign Dialer Ports 100Disable Ringback During Transfer to Agent for SIP 101Auto Answer Configuration on Agent Phones 102Outbound Option Software Installation Steps 102Create Outbound Option Private Database 102Upgrade of Outbound Option from Previous Release 103Install Dialer Component 103Configure Dialer After Installation 105Modify JTAPI for Calls to Invalid Numbers 105Install MR PG 105Installation of Cisco CTI Controls 106Integrate Outbound Option with CTI OS 106Install CTI Toolkit Outbound Desktop (Win32) 107Setup of Outbound Option in Cisco Desktop Administrator 108Outbound Option Enterprise Data 108Add Enterprise Data Fields to Layout List 108Verification 109Troubleshoot Connections 110Verify Critical Configuration Steps 112Verify Connectivity 112Verify Dialer Port Map Configuration 115Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.5(1)viii
ContentsVerify Database Configuration 116Verify Router Registry Key 117CHAPTER 6Configuration of Campaigns and Imports 119Outbound Option Configuration Process Overview 120Dialing Modes 121Predictive Dialing 122Predictive Dialing Description 122Preview Dialing 122Direct Preview Dialing 122Progressive Dialing 123Configuration Process Task Maps 123Campaign Task List 123Transfer to IVR Campaign Tasks 124Configure Skill Group 125Create Dialed Numbers 125Configure Dialed Numbers 126Create Import Rule 127Import Rule General Tab Page 128Import Rule Definition Tab Page 129Imports 130Import Procedure 130Create Do Not Call List 131Create Contact Import File 132Import Rule Schedule tab page 132Create a Query Rule 133Create a Campaign 135Campaign General Tab Page 135Modification of Maximum Number of Attempts in a Campaign 138Parameter Tuning 139Campaign Purpose Tab Page 139Query Rule Selection Tab Page 142Skill Group Selection Tab Page 142Call Target Tab 144Notes on Editing a Campaign in Progress 145Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.5(1)ix
ContentsCreate an Enterprise Skill Group 145Create an Enterprise Route 146Create a Call Type 146Outbound Option Scripting 147Outbound Option administrative scripts 147Outbound Option agent reservation scripts 147Set Up Reservation Script 148Script for Agent Campaign 148Configure a Transfer to IVR Script 149Set Up Administrative Script 151Sample Administrative Scripts 153Administrative Script: TimeBasedControl 154Map Scripts, Call Types, and Dialed Numbers 154Configure Translation Route for Use with SIP Dialer 155Multi-Tenant Customer Instances Configuration 155SIP Dialer Recording Parameters Configuration 155Verification of Dialed NumberDN/Script Selector Configuration 156Verify DN/Script Selector Configuration 156Verify Campaign Configuration 156CHAPTER 7Administrative and Supervisory Tasks 157Reports 157Outbound Option Reports 157Outbound Historical Reports Bundle 158Outbound Realtime Reports Bundle 159Agent Reports 160Campaign reports 161Skill Group Reports 162Import Rule Reports 162Dialer Reports 163Agent Management 163Agent Addition 163Dedicate an Agent to Only Perform Outbound Activity 164Agent Re-skilling 164Imports 164Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.5(1)x
ContentsImport Procedure 164Create Do Not Call List 165Add Attributes to a Contact List 166Campaign Management 166Single Campaign Versus Multiple Campaigns 166Results from Individual Customers 167Interpret Information from Dialer Detail Table 167Dialing List 167Management of Predictive Campaigns 167Initial Values for Lines per Agent 167End-of-Day Calculation for Abandon Rate 167Transfer of Answering Machine Detection Calls to Agents 168Parameter Tuning 168Limitations of Smaller Agent Groups 168Management of Agent Idle Time 169Sources of Higher Idle Times in Reports 169Dialer Saturation 169Few Available Records 170Retry Records in Append Campaigns 170SIP Dialer Voice Gateway Over-capacity Errors 170Update the North American Numbering Plan Data 171APPENDIX ARegistry Settings 173Campaign Manager Registry Settings 173Dialer Registry Settings 177APPENDIX BLong Distance Digit Prefix Logic 185Transformation of Imported Numbers 185Dialer Configuration Fields and Registry Settings 186APPENDIX CDialer Detail Table 189About the Dialer Detail Table 189Advantages 189Data Flow 189Fault Tolerance 190Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.5(1)xi
ContentsDialer Detail Table Database Fields and Descriptions 190CallResult Codes and Values 190CallStatusZone Values 191DialingMode Values 193CallResults Table 193Outbound dialer call result for combinations of PSTN and status code 196APPENDIX DTermination Call Detail Table 199Peripheral call types 199Map Release 8.x to Release 6.0(0) and Earlier Peripheral Call Types 199Call Disposition Values Used in Termination Call Detail Table 200CED Column Values 200TCD Column Descriptions 201Reservation Calls 201IPCC Reservation Call 201MR PIM Reservation Entry Not a Real Call (TCD) 201MR PIM Route Request (RCD - route call detail) 202Customer Calls 202Transfer to IVR TCD Records 204Initial Customer Call on PIM Transferred to Route Point 204Transferred Customer Call on Unified CM PIM Redirected to IVR 205IVR Plays a Message on VRU PIM to a Customer 205APPENDIX EDialing List Table 207Dialing List Table Columns 207APPENDIX FSchedule of Contacts Between Customers and Agents 211Personal Callback List Table 211APPENDIX GCTI OS Outbound Option ECC Variable Settings 215ECC Variables for Outbound Call Centers Example 215ECC Variables in Mixed Inbound and Outbound Call Centers Example 216Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.5(1)xii
Preface Outbound Change History, page xiii Purpose, page xiv Audience, page xiv Organization, page xiv Related Documentation, page xvi Product Naming Conventions, page xvi Documentation and Support, page xvii Documentation Feedback, page xvii Conventions, page xviiOutbound Change HistoryThis table lists and links to changes made to this guide and gives the dates those changes were made. Earliestchanges appear in the bottom rows.ChangesDateInitial release of document for release 10.5(1)06/18/2014Revised Reporting section in Chapter 7 to update references to Outbound reports andreporting.Removed content about dialer not supporting 200 OK without SIP 183 message. Revisedconfiguration of voice gateways, SIP proxy, or Cisco Unified Border Element, anddialer.Updated the Description, Key and NULL Option columns for AbandInterval, AnsInterval,and BucketIntervalID of Call Type SG Interval tableOutbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.5(1)xiii
PrefacePurposePurposeThis manual provides conceptual, installation, and configuration information about the Cisco Unified ContactCenter Enterprise (Unified CCE) Outbound Option application (formerly called “Blended Agent”). It alsoprovides verification checklists and troubleshooting information to ensure the Outbound Option installationand configuration setup is successful.For detailed Outbound Option Components field descriptions, see the online help.NoteYou must have a copy of the Staging Guide Cisco Unified ICM/Contact Center Enterprise & Hosted,available in addition to this manual to successfully complete the Outbound Option installation. See http://www.cisco.com/web/psa/products/index.html for the complete set of Cisco Unified ICM/Contact CenterEnterprise and Hosted software manuals.AudienceThis document is intended for contact center supervisors and contact center technology experts who performthe following functions using Outbound Option: System Administrators – The installer/partner, who needs to know how to install and configure theDialer and hook it up to Cisco Unified Communications Manager (abbreviated as Unified CM andformerly known as “CallManager”). Administrator – The administrator responsible for configuration tasks, such as adding agents, skillgroups, campaigns, and scripts necessary for ongoing activity. Supervisors/Business users – These users might need to perform such tasks as modifying a query rule,adjusting the lines per agent, or enabling or disabling a campaign. This group of users needs to knowhow to read and interpret reports to help them run their business. Sales – A secondary audience, interested primarily in conceptual information.OrganizationThe following table describes the information contained in each chapter of this guide.ChapterDescriptionChapter 1, “Outbound Business Concepts”Provides a high-level overview of Outbound Option and itscomponents.Intended Audience: all audiencesChapter 2, “Architectural Overview”Intended Audience: SystemAdministrators/AdministratorsProvides a high-level overview of Unified CCE software,Outbound Option component relationships, scripting, andfault recovery.Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.5(1)xiv
PrefaceOrganizationChapterDescriptionChapter 3, “Outbound Option Installation:Preliminary Steps”Provides prerequisite information users need to know beforeinstalling Outbound Option.Intended Audience: System AdministratorsChapter 4, “Outbound Option Installation:Preliminary Steps”Provides all the information users need to install OutboundOption with a Session Initiation Protocol (SIP) Dialer.Intended Audience: System AdministratorsChapter 5, “Outbound Option Installation:SCCP Dialer”Provides all the information users need to install OutboundOption with a Skinny Call Control Protocol (SCCP) Dialer.Intended Audience: System AdministratorsChapter 6, “Configuration of Campaigns and Provides all the information users need to configure OutboundOption.Imports”Intended Audience: AdministratorsChapter 7, “Administrative and SupervisoryTasks”Intended Audience:Administrators/Supervisors who may ormay not have administrative permissionProvides information about reading reports, agent desktops,adding and reskilling agents, running imports, and runningand managing effective campaigns,Appendix A, “Registry Settings”Contains information about registry settings for OutboundOption server processes.Appendix B, “Long Distance Digit PrefixLogic”Provides information about outbound call routing.Appendix C, “Dialer Detail Table”Provides information about the Dialer Detail table, ahistorical table that was incorporated into the IP ContactCenter (IPCC) database in Release 7.2(1). It allows detaileddialer records to be written to the Logger databases andreplicated to each Historical Data Server (HDS) database.Appendix D, “Termination Call Detail Table” Describes the PeripheralCallType and CallDisposition columnvalues used in the Termination Call Detail table. It alsoprovides the CED column values for Outbound Optionreservation or personal callback calls.Appendix E, “Dialing List Table”Provides information about the Dialing List table. Only theOutbound Option appl
APPENDIX C Dialer_DetailTable 189 AbouttheDialer_DetailTable 189 Advantages 189 DataFlow 189 FaultTolerance 190 Outbound Option Guide for Cisco Unified Contact
