Outbound Option Setup and
Configuration Guide for Cisco ICM/IPCC
Enterprise & IPCC Hosted Editions
ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
June 2006
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CONTENTS
About This Guide vii
Purpose vii
Audience vii
Organization viii
Conventions ix
Other Publications x
Obtaining Documentation x
Cisco.com x
Product Documentation DVD x
Ordering Documentation xi
Documentation Feedback xii
Field Alerts and Field Notices xii
Cisco Product Security Overview xii
Reporting Security Problems in Cisco Products xiii
Obtaining Technical Assistance xiv
Cisco Technical Support & Documentation Website xiv
Submitting a Service Request xv
Definitions of Service Request Severity xv
Obtaining Additional Publications and Information xvi
CHAPTER
1
Introduction 1-1
ICM Software Overview 1-2
Features 1-3
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions
i
Contents
About Cisco Internet Protocol Contact Center (IPCC Enterprise)
Compatible Dialer 1-4
About Campaign Management 1-5
About ICM Software Management of Skill Groups 1-5
Dedicated and Blended Dialing Modes 1-5
About Outbound Option Dialing Modes 1-5
Preview Mode 1-6
Predictive Mode 1-7
Progressive Mode 1-7
About Outbound Option Activity Reports 1-7
About Personal Callback 1-8
About Call Progress Analysis (CPA) 1-9
About Transfer to IVR 1-10
About Sequential Dialing 1-11
About Cisco IP Contact Center Agent Re-skilling 1-11
About Dynamic Routing Client 1-11
About Skill Group Balancing and Rebalancing 1-12
About Abandoned and Retry Call Settings 1-13
About Campaign Prefix Digits for Dialed Numbers 1-13
About Outbound Option Support on IPCC Hosted 1-14
About Outbound ECC Variables Support in Siebel 7.5.3 and 7.7 1-14
Outbound Option Components 1-15
About Campaign Manager 1-15
About Outbound Option Import 1-16
About Outbound Option Dialer 1-16
Overflow Agents 1-16
About Outbound Option Configuration Components 1-17
Outbound Option Desktop 1-17
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions
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Contents
CHAPTER
2
Outbound Option System Setup on Cisco IP Contact Center Enterprise
and Cisco System IPCC 2-1
Prerequisites 2-2
Hardware Requirements for IPCC Enterprise 2-2
Software Requirements for IPCC Enterprise 2-3
Upgrade Instructions 2-3
Deployment Guidelines 2-3
IPCC Enterprise Configuration Setup 2-4
Required Components for Outbound Option on IPCC Enterprise 2-4
Enabling the CallManager Call Waiting Option on Outbound Agent
Phones 2-6
Installing/Configuring ICM Software for Outbound Option on IPCC
Enterprise 2-7
Where to Go Next 2-32
Installing/Configuring Outbound Option on System IPCC 2-32
Dialer General Configuration 2-41
Required Voice Gateway Configuration 2-42
Dialer Port Map Configuration 2-42
Dialer Softphone Registration 2-43
Configuring General System Time Options 2-45
Creating a Private Outbound Option Database 2-45
Estimating Database Size 2-46
CHAPTER
3
Outbound Option System Setup on Avaya DEFINITY ACD 3-1
Dialogic Software Configuration 3-2
Installing the Required Dialogic Software 3-2
Configuring the Dialogic System Software 3-5
Prerequisites 3-14
Hardware Requirements for Avaya DEFINITY 3-14
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions
iii
Contents
Dialogic Card Requirements 3-15
ACD Requirements 3-15
Software Requirements for Avaya DEFINITY 3-21
Upgrade Instructions 3-21
Deployment Guidelines 3-21
Avaya DEFINITY Configuration Setup 3-22
Required Components for Outbound Option on Avaya
DEFINITY 3-22
Configuring General System Time Options 3-27
Installing Outbound Option 3-27
Creating a Private Outbound Option Database 3-30
Estimating Database Size 3-31
CHAPTER
4
Verifying the Installation 4-1
Verifying Critical Configuration Steps 4-1
Verifying the ACD/CallManager Connectivity 4-2
Verifying the Dialer Port Map Configuration 4-5
Verifying the VDN / Script Selector Configuration 4-6
Verifying Reservation Call Answering 4-7
Verifying Call Events 4-8
Verifying Skill Group Monitoring 4-9
Verifying the Database Configuration 4-9
CHAPTER
5
Installing the Cisco CTI Controls 5-1
Outbound Option Integration with CTI OS 5-2
CTI Toolkit Outbound Desktop (Win32) 5-2
Outbound Option Integration with CTI Toolkit (GeoDCS) 5-5
BAResponse Control 5-6
ModeIndicator Control 5-8
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions
iv
Contents
CHAPTER
6
Setting Up Outbound Option in Cisco Desktop Administrator 6-1
Outbound Option Actions 6-1
Outbound Option Toolbar 6-3
Outbound Option Enterprise Data 6-4
APPENDIX
A
Registry Settings A-1
Campaign Manager Registry Settings A-1
Dialer Registry Settings A-5
APPENDIX
B
Long Distance Digit Prefix Logic B-1
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions
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Contents
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions
vi
About This Guide
Purpose
This manual provides installation and configuration information about the Cisco
Intelligent Contact Management (ICM)/IP Contact Center (IPCC) Outbound
Option application (formerly called “Blended Agent”). It also provides a
verification checklist to ensure the Outbound Option installation and
configuration setup is successful.
For detailed configuration instructions and field descriptions, refer to the online
help. The Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC
Hosted Editions describes a sample call center scenario and provides information
about how to use Outbound Option.
Note
You must have a copy of the ICM Staging and Installation Guide for Cisco
ICM/IPCC Enterprise & Hosted Editions available in addition to this manual in
order to successfully complete the Outbound Option installation. See
http://www.cisco.com for the complete set of Cisco ICM software manuals.
Audience
This document is intended for contact center supervisors and contact center
technology experts, who will perform the following functions using Outbound
Option:
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
vii
About This Guide
Organization
•
Contact center system administrators and supervisors: Create and manage
both incoming and outgoing telephone campaigns; train and assign agents to
handle either or both incoming and outgoing calls; create scripts for agents to
read from their PCs; track agent and campaign performance through ICM
reporting
•
Contact center technology experts: Use the current CTI controls and the
Outbound Option CTI controls to create the PC desktop user interface that the
contact center agents will use
Organization
The following table describes the information contained in each chapter of this
guide.
Chapter
Description
Chapter 1,
“Introduction”
Provides a conceptual description and lists the
major features of Outbound Option.
Chapter 2, “Outbound
Option System Setup on
Cisco IP Contact Center
Enterprise and Cisco
System IPCC”
Describes pre-installation procedures and
instructions on installing Outbound Option on
Cisco IP Contact Center Enterprise and on Cisco
System IPCC.
Chapter 3, “Outbound
Describes pre-installation procedures and
Option System Setup on instructions on installing Outbound Option on the
Avaya DEFINITY ACD” Avaya DEFINITY ACD.
Chapter 4, “Verifying the Provides a checklist to verify the installation and
configuration setup was successful.
Installation”
Chapter 5, “Installing the Describes the installation process for the CTI
Desktop controls.
Cisco CTI Controls”
Chapter 6, “Setting Up
Outbound Option in
Cisco Desktop
Administrator”
Describes how to configure the Outbound Option
toolbar to display in Agent Desktop.
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
viii
About This Guide
Conventions
Chapter
Description
Appendix A, “Registry
Settings”
Contains information about registry settings for
Outbound Option server processes.
Appendix B, “Long
Distance Digit Prefix
Logic”
Provides information about outbound call routing.
Conventions
This manual uses the following conventions:
Format
Example
Boldface type is used for user
Click Logger, then click the Edit button
entries, keys, buttons, and folder in the Instance Components section.
and submenu names.
Italic type indicates one of the
following:
•
A newly introduced term
•
For emphasis
•
A generic syntax item that
you must replace with a
specific value
•
A title of a publication
An arrow (>) indicates an item
from a pull-down menu.
•
A skill group is a collection of agents
who share similar skills.
•
Do not use the numerical naming
convention that is used in the
predefined templates (for example,
persvc01).
•
IF (condition, true-value,
false-value)
•
For more information, see the Cisco
ICM Software Database Schema
Handbook.
The Save command from the File menu is
referenced as File > Save.
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
ix
About This Guide
Other Publications
Other Publications
For additional information about Cisco Intelligent Contact Management (ICM)
software, see the Cisco web site listing ICM documentation.
Obtaining Documentation
Cisco documentation and additional literature are available on Cisco.com. Cisco
also provides several ways to obtain technical assistance and other technical
resources. These sections explain how to obtain technical information from Cisco
Systems.
Cisco.com
You can access the most current Cisco documentation at this URL:
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Product Documentation DVD
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x
About This Guide
Obtaining Documentation
the DVD, you have access to the same documentation that is found on the Cisco
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The Product Documentation DVD is available as a single unit or as a subscription.
Registered Cisco.com users (Cisco direct customers) can order a Product
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Ordering Documentation
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Cisco will continue to support documentation orders using the Ordering tool:
•
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•
Instructions for ordering documentation using the Ordering tool are at
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•
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Documentation Feedback
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Field Alerts and Field Notices
Cisco products may be modified or key processes may be determined important.
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Cisco Product Security Overview
Cisco provides a free online Security Vulnerability Policy portal at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.ht
ml
From this site, you can perform these tasks:
•
Report security vulnerabilities in Cisco products.
•
Obtain assistance with security incidents that involve Cisco products.
•
Register to receive security information from Cisco.
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About This Guide
Cisco Product Security Overview
A current list of security advisories and notices for Cisco products is available at
this URL:
http://www.cisco.com/go/psirt
If you prefer to see advisories and notices as they are updated in real time, you
can access a Product Security Incident Response Team Really Simple Syndication
(PSIRT RSS) feed from this URL:
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Reporting Security Problems in Cisco Products
Cisco is committed to delivering secure products. We test our products internally
before we release them, and we strive to correct all vulnerabilities quickly. If you
think that you might have identified a vulnerability in a Cisco product, contact
PSIRT:
•
Emergencies — security-alert@cisco.com
An emergency is either a condition in which a system is under active attack
or a condition for which a severe and urgent security vulnerability should be
reported. All other conditions are considered nonemergencies.
•
Nonemergencies — psirt@cisco.com
In an emergency, you can also reach PSIRT by telephone:
Tip
•
1 877 228-7302
•
1 408 525-6532
We encourage you to use Pretty Good Privacy (PGP) or a compatible product to
encrypt any sensitive information that you send to Cisco. PSIRT can work from
encrypted information that is compatible with PGP versions 2.x through 8.x.
Never use a revoked or an expired encryption key. The correct public key to use
in your correspondence with PSIRT is the one linked in the Contact Summary
section of the Security Vulnerability Policy page at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.ht
m
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About This Guide
Obtaining Technical Assistance
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Obtaining Technical Assistance
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Use the Cisco Product Identification (CPI) tool to locate your product serial
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show an illustration of your product with the serial number label location
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information before placing a service call.
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Obtaining Technical Assistance
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4
service requests. (S3 and S4 service requests are those in which your network is
minimally impaired or for which you require product information.) After you
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For a complete list of Cisco TAC contacts, go to this URL:
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Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has
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Severity 1 (S1)—Your network is “down,” or there is a critical impact to your
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Severity 2 (S2)—Operation of an existing network is severely degraded, or
significant aspects of your business operation are negatively affected by
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resources during normal business hours to resolve the situation.
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Severity 3 (S3)—Operational performance of your network is impaired, but most
business operations remain functional. You and Cisco will commit resources
during normal business hours to restore service to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Cisco product
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business operations.
Obtaining Additional Publications and Information
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solve them, using real-world case studies and business strategies to help
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•
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xviii
C H A P T E R
1
Introduction
This chapter provides an overview of the Intelligent Contact Management
(ICM))/IP Contact Center (IPCC) Outbound Option application (formerly called
“Blended Agent”), which provides outbound dialing functionality along with the
existing inbound capabilities of ICM software. With Outbound Option, contact
centers can be configured for automated outbound activities. Outbound Option
allows agents who are not busy with inbound calls to perform outbound calls,
thereby maintaining high agent productivity. The ICM reporting tool, WebView,
provides outbound activity reports, supplying integrated information about agent,
campaign, dialer, import rule, and skill group activity.
Note
The terms “campaign” and “dialer” are discussed later in this chapter.
ICM software routes calls in a distributed contact center environment, using
enterprise call distribution. Because Outbound Option is integrated with ICM
software, customer contact operations can be organized into multiple,
geographically distributed contact centers using ICM software operating features.
This chapter discusses:
•
ICM software
•
Outbound Option Features
•
Outbound Option components
Refer to the Pre-Installation Planning Guide for Cisco ICM Enterprise Edition
for information about Cisco ICM software.
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
1-1
Chapter 1
Introduction
ICM Software Overview
For additional information about Cisco Intelligent Contact Management (ICM)
software, see the Cisco web site listing ICM documentation:
http://www.cisco.com/univercd/cc/td/doc/product/icm/index.htm.
While reading along, unfamiliar terms might appear. They are explained in the
text and in the Glossary included at the end of the book. Wherever glossary terms
first occur in the text, they appear in italic text.
ICM Software Overview
This section provides a high-level overview of ICM software, which must be
installed/configured before installing Outbound Option.
Note
Refer to the ICM Installation Guide for Cisco ICM Enterprise Edition for detailed
information about installing ICM and Outbound Option software.
Before installing ICM software, the computers must have the Microsoft Windows
operating system and, for some components, Microsoft SQL Server database
management software installed. Also, ensure that there is enough disk space
available on each computer to install the ICM component.
Refer to the Cisco Intelligent Contact Management Software Release 7.0(0) Bill
of Materials (located on the Cisco web site) for details about operating system and
software requirements.
ICM software consists of the following components:
•
CallRouter. The component of the Central Controller that makes routing
decisions. It gathers and distributes data from and to remote sites.
•
Logger. The component of the Central Controller that controls the central
database.
•
Admin Workstation. The user interface for ICM software. An Admin
Workstation can be located at any central or remote site. It allows users to
monitor call handling within the system and make changes to configuration
data or routing scripts.
•
Peripheral Gateway. The interface between the ICM platform and
third-party hardware in each call center, such as an ACD. A Peripheral
Gateway (PG) is typically located at the call center.
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
1-2
Chapter 1
Introduction
Features
The ICM CD-ROM contains the software for all of these components. Install the
components from the ICM Setup program.
Together, the CallRouter and Logger compose the Central Controller and are
installed at a central site. A Peripheral Gateway is typically installed in each call
center. Admin Workstations can be installed at a central site, a call center, or at a
separate admin site.
The CallRouter receives routing requests from a telephone network through a
Network Interface Controller (NIC). For the AT&T and British Telecom (BT)
networks, the NIC runs on one or more separate computers. (These computers are
set up by Cisco or BT Support representatives and are beyond the scope of this
manual.) For other network interfaces (such as MCI, Nortel, Sprint, Stentor,
France Telecom, INAP Protocol, INCR Protocol, ICR Protocol and others), the
NIC is a process that is part of the CallRouter software.
Note
If you plan to use Cisco Security Agent, which Cisco highly recommends, you
must always use the default directories when installing any software on a server.
You need not choose the default disk drive if an option is available (for example,
C: or D:), but you must use default directories.
Features
Outbound Option features include:
•
Cisco Internet Protocol Contact Center (IPCC Enterprise) compatible dialer
•
Avaya DEFINITY compatible dialer
•
Predictive, Progressive, and Preview dialing modes
•
Inbound/outbound blending
•
Real-time and historical reports
•
Personal callback
•
Call Progress Analysis (CPA) for answering machine, fax/modem, and
answering machine terminating tone detection
•
Transfer to IVR
•
Sequential dialing
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•
Cisco IP Contact Center Agent re-skilling
•
Dynamic Routing Client
•
Skill Group Balancing and Rebalancing
•
Abandoned and Retry Call Settings
•
Campaign Prefix Digits for Dialed Numbers
•
Outbound Option Support on IPCC Hosted
•
Outbound ECC Variables Support in Siebel 7.5.3 and 7.7
About Cisco Internet Protocol Contact Center (IPCC Enterprise)
Compatible Dialer
Cisco IP Contact Center can be implemented in a single-site environment or
integrated into a multisite contact-center enterprise. Some capabilities of IPCC
Enterprise include intelligent call routing, automatic call distribution (ACD)
functionality, network-to-desktop computer telephony integration (CTI),
interactive voice response (IVR) integration, call queueing, and consolidated
reporting.
With IPCC Enterprise integration, customer calls are placed using the Cisco Voice
Gateway, using the Cisco CallManager for call control.
Outbound Option on IPCC Enterprise provides a native multi-site outbound
dialing solution.
Cisco ICM 7.0(0) is an integrated package consisting of ICM software, Cisco
Collaboration Server, Cisco Media Blender, and Cisco E-Mail Manager.
For detailed instructions on installing and configuring Cisco ICM 7.0(0) software
as part of a system integrated with the Cisco Collaboration Server, Cisco Media
Blender, and Cisco E-Mail Manager applications, refer to the ICM Installation
Guide for Cisco ICM Enterprise Edition.
Note
Multichannel integration is only available on Outbound Option with
IPCC Enterprise, not with Outbound Option on Avaya DEFINITY.
Refer to the Cisco IPCC Enterprise documentation at http://www.cisco.com for
more information.
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About Campaign Management
Outbound Option supports advanced list management:
•
Customer records can be assigned to multiple lists, which can be merged into
a single campaign.
•
Pre-configured rules decide when the various lists are called.
•
Agents are assigned to campaigns using skill groups.
About ICM Software Management of Skill Groups
The ICM Script Editor controls the outbound mode of every skill group.
Dedicated and Blended Dialing Modes
Note
•
Dedicated mode: Designed for agents who will only make outbound calls.
•
Blended mode: Allows agents to receive inbound calls and make outbound
calls without switching between Inbound/Outbound skill groups. (In Blended
mode, inbound calls receive precedence over outbound calls.)
The skill group mode variable is only a setting and has no impact on how the
Router routes calls. If a skill group is set to Dedicated mode, you must also create
a corresponding routing script that uses the IF node to enforce the Dedicated
mode. In other words, the IF node must state that if the OutboundControl skill
group setting is set to Dedicated, inbound calls must not be routed to that skill
group.
About Outbound Option Dialing Modes
Outbound Option provides four outbound dialing modes: Preview, Direct Preview,
Predictive, and Progressive.
Note
All four modes reserve an agent at the beginning of every outbound call cycle by
sending the agent a reservation call.
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Preview Mode
After the agent is reserved, Outbound Option sends the next call candidate’s
(customer) information to that agent’s desktop.
After reviewing the customer information, the agent can choose to contact the
customer, skip to another customer, or reject the call. Rejecting a call drops the
agent reservation call.
Clicking one of the Close buttons indicates a close operation, which closes out the
record so it is not dialed again.
Note
The CTI softphone can be modified to automatically accept a customer call
without enabling any buttons for the agent.
If the agent chooses to place the outbound call, Outbound Option dials the
customer number and after reaching a live customer, connects it to the agent.
After the customer call is finished, the agent is released from the outbound cycle.
This allows ICM software to begin routing inbound calls to this agent until the
next outbound call cycle starts.
Direct Preview Mode
This mode allows agents to initiate customer calls from their phone using a CTI
make_call request instead of having the Dialer place the call. The advantage to
using this mode is that an agent can quickly begin talking with the customer once
the call is answered. In fact, since the call is initiated from the agent’s phone, the
agent hears the phone ring and also hears any other tones, such as a busy signal
(similar to what an agent hears if he/she called himself/herself):
Note
•
PREVIEW_DIRECT_ONLY: Agent is only allowed to place outbound calls
•
PREVIEW_DIRECT_BLENDED: Agent can receive inbound calls and place
outbound calls
•
The Call Waiting option must be enabled on the agent’s phone to successfully
use this feature. (Cisco CallManager Release 4.0(0) and later users do not
need to enable this option since it’s enabled by default.)
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•
The Call Progress Analysis (CPA) and the transfer to IVR features are not
available while using the Direct Preview Only and Direct Preview Blended
modes. (See “About Call Progress Analysis (CPA)” section on page 1-9 for
more information about this feature.)
•
This mode is not available when using Outbound Option on the Avaya
DEFINITY ACD.
Predictive Mode
Unlike Preview mode, Predictive mode does not give the agent a choice in
deciding whether or not to accept a call. Instead, if an agent is logged into a skill
group, the agent must take the call.
The Outbound Option Dialer recalculates the number of lines to dial per agent
based on average talk time. This mode optimizes the use of available agents by
dialing several numbers simultaneously, increasing the rate of contacting a live
customer, and reducing the agent wait time to a minimum.
Refer to the ICM Scripting and Media Routing Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions for information about creating routing and
administrative scripts using the ICM Script Editor.
Progressive Mode
Progressive mode, also known as “power dialing,” allows the administrator to
specify a fixed number of lines to dial per agent instead of using an outbound
dialing algorithm to determine the number of lines.
About Outbound Option Activity Reports
Outbound Option uses ICM software reporting features provided by the WebView
application, including agent, campaign, dialer, and skill groups report templates
created especially for Outbound Option customers.
For information about creating reports, refer to the Outbound Option User Guide
for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions. Refer to the WebView
online help for information about WebView report templates.
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About Personal Callback
The Outbound Option personal callback feature allows scheduling customer
callbacks for specific agents, so customers receive callbacks from the same agent
that spoke with them initially.
This dialing mode is very similar to Preview mode in that an agent reservation
occurs first. When the agent is reserved they can either accept the customer call
or reject it. (The Skip option is not available.) Clicking the Close button sets the
BAResponse variable to indicate a close operation, which closes out the record so
it is not dialed again.
Note
Personal callbacks are not dependent on a particular campaign, and do not require
a campaign to be running when the call is placed. This allows personal callbacks
to work together with active campaigns containing either predictive or preview
skill groups. Agents scheduled for a personal callback can be logged in to any
inbound, outbound, or blended skill group at the time of the callback. The
callback agent must be logged in with the same agent ID that was used to schedule
the callback. Be aware that only one dialer on a particular peripheral is assigned
personal callback records.
Personal callbacks are enabled and configured through the Outbound Option
Campaign Configuration Component, and are scheduled in the Agent Desktop.
Note
Some personal callback timeout values are specified in the Outbound Option
Campaign Manager registry.
Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise &
IPCC Hosted Editions for information about using the personal callback feature.
The following actions can take place during a personal callback:
•
If the specified agent is not logged in at the designated callback time, but then
logs on within the callback time period, Outbound Option reserves the agent
and places the callback.
•
If the specified agent is on an existing call and is unavailable during the entire
callback time period, the personal callback fails and the call is rescheduled or
abandoned based on the configuration setup.
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•
If the customer cannot be reached during the specified callback time, the call
is rescheduled or abandoned based on the configuration setup until the
specified maximum number of attempts has been exhausted.
•
If the Outbound Option Dialer detects an answering machine response during
a personal callback, the call is still transferred to the scheduled agent. This
allows the agent to leave a message and/or reschedule the callback for another
convenient time.
•
If the required agent is not available, then one of the following actions can
happen:
– Another agent is reserved for the callback using a VDN
– The callback is rescheduled
– The callback is abandoned
Note
Personal callbacks that are scheduled while the agent is in Direct Preview mode
do not occur in Personal Callback mode; instead, the callback occurs in regular
callback mode (agent will not hear the call ring out).
About Call Progress Analysis (CPA)
The Call Progress Analysis (CPA) feature, which is available for both Outbound
Option on IPCC Enterprise and Outbound Option on the Avaya DEFINITY,
consists of three different functions:
•
Answering Machine Detection (AMD)
•
Fax/modem detection
Note
•
Fax detection is always enabled for customer calls.
Answering machine terminating tone detection
Note
This option is not available for Outbound Option on the Avaya
DEFINITY.
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This feature is enabled/disabled in the Outbound Option Campaign Configuration
Component on a campaign-by-campaign basis, depending upon the requirements
of the campaign or the purpose of the call. For example, agent reservation calls
will not use any of the above algorithms since the recipient of the call is a known
quantity (an agent phone). Some campaigns might have answering machine
disabled, either because it is desirable to leave live messages on the recipient’s
answering machine or due to the fact that the campaign requires zero false detects
(interpreting a live voice as an answering machine).
Note
The Outbound Option IP Dialer only operates with the G.711 algorithm for this
feature.
Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise &
IPCC Hosted Editions for information about using the CPA feature.
Note
Call Progress Analysis (CPA) is not available while using the Direct Preview Only
and Direct Preview Blended modes.
About Transfer to IVR
The transfer to IVR feature provides Outbound Option on IPCC Enterprise with
another outbound mode. This mode causes the Dialer to transfer every customer
call associated with a specific skill group to a service control-based IVR instead
of an agent. This feature allows a contact center to run unassisted outbound
campaigns using pre-recorded messages in the Cisco IP IVR and Cisco CVP
products.
Note
The transfer to IVR feature is only supported for Outbound Option on Cisco IP
Contact Center (IPCC Enterprise). You can not use this feature in the Direct
Preview mode or the regular Preview modes.
Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise &
IPCC Hosted Editions for information about using the transfer to IVR feature.
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About Sequential Dialing
The sequential dialing feature, accessed through the Campaign Call Target tab,
allows you to associate up to ten phone numbers per customer record. Two zones
are available to allow partitioning calls between two time periods. This feature
allows you to enter a phone number into either zone or into both zones at once.
Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise &
IPCC Hosted Editions for information about using the sequential dialing feature.
For descriptions of the campaign calling targets configuration fields, see the
online help.
About Cisco IP Contact Center Agent Re-skilling
The Cisco IP Contact Center agent re-skilling feature allows supervisors to login
and change the skill groups for agents they manage. You can access this feature
using the IPCC Enterprise Agent Re-skilling Tool. This tool is an optional,
browser-based application designed for use by IPCC call-center supervisors. It
lets you change the skill group designations of agents on your team, and quickly
view skill group members and details on individual agents. Changes you make to
an agent’s skill group membership take place immediately without need for the
agent to exit and re-enter the system.
Note
If your company has chosen to install this tool, you can perform the functions
listed above. The Agent Re-skilling Tool is an optional tool, so this tool might not
be available on your system.
Refer to the IPCC Enterprise Agent Re-skilling Tool online help for information
about using the agent re-skilling feature.
About Dynamic Routing Client
The dynamic routing client supports Outbound Option for IPCC Hosted Edition
where a shared Network VRU is used for providing announcements to targeted
phones/answer machines.
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This feature allows Cisco CVP/ISN to enable the network transfer feature in the
following scenario: when a call is translation routed to CVP/ISN, CVP/ISN will
be able to “take over” as the network and provide Network Transfer functionality
for the call. Before, calls that were translation routed to CVP/ISN (as Type 2
VRU) could not be network transferred.
Note
Be aware that this feature requires Outbound Option to be deployed on a distinct
CICM instance platform (meaning that Outbound Option can not be shared among
customers—each needs to have their own dialer, etc.).
Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise &
IPCC Hosted Editions for information about using the dynamic routing client
feature.
About Skill Group Balancing and Rebalancing
The EnhancedSkillgroupBalance Registry setting assigns a skill group to only one
dialer versus the former way of assigning it to every dialer on the PG.
Make sure you follow these guidelines when using this feature:
•
The IVR ports for a transfer to IVR skill group will be taken as available
agents. You can assign a dialer for transfer to IVR skill groups, if the skill
group is configured in a campaign. If you only want to use this feature with
agent-based campaigns, you must remove the transfer to IVR skill groups in
campaigns.
•
Distribute your agents evenly in different skill groups to avoid idle dialers.
For example, if you have 100 agents in SG1, 50 agents in SG2, 10 agents in
SG3, one agent in SG4, and three dialers, one dialer will grab SG1, a second
dialer will grab the rest of the skill groups, and the third dialer will be idle.
•
You can move a skill group to a different dialer during skill group rebalance.
For example, if you have three skill groups (50 agents in each skill group) and
three dialers, dialers 1-3 take SG 1-3, respectively. After you stop dialer 1,
dialer 2 might take SG1 and SG3, and dialer 3 might take SG2. In this case,
SG2 moves from dialer 2 to dialer 3 during the rebalancing (this is the
expected normal behavior).
See Appendix A, “Registry Settings,” for more information about the
EnhancedSkillgroupBalance Registry setting.
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About Abandoned and Retry Call Settings
The Campaign Configuration Component contains fields to support abandoned
and retry calls.
For detailed instructions on how to configure abandoned and retry call settings,
see the online help.
About Campaign Prefix Digits for Dialed Numbers
The Campaign prefix digits field, which is available on the Campaign General
tab in the Campaign Configuration Component, allows you to configure prefix
digits for dialed numbers in campaigns. If you configure a prefix, it will be
inserted before the Dial prefix for all numbers dialed in a campaign. This prefix
allows an administrator to create campaign-specific CallManager translation
patterns, which you can use to tailor the ANI seen by a customer. For example, all
customers dialed from Campaign A will see a caller ID of “1-800-333-4444,”
while all customers dialed from Campaign B will see a caller ID of
“1-800-555-1212.”
Note
See the online help for more information about the Campaign prefix digits field.
Refer to the CallManager documentation for detailed information about
translation patterns.
Figure 1-1 shows how these Campaign Prefix patterns are applied. The prefix
digits are always prepended to the beginning of the number, so that they can easily
be stripped using translation patterns.
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Figure 1-1
Examples:
5085551212
9785551212
Applying Campaign Prefix Patterns
ImportedNumber <=
TestNumberMaxDigits
Registry setting?
Debug Call Path
Yes
Dial Imported Number
No
Local Call Path
Area Code match
beginning of
ImportedNumber?
508
Yes
Include Area Code
When Dialing?
N
No
No
Yes
Stip Area Code from
Imported Number
5551212
Prepend "Dial Prefix"
Digits 9
Prepend
"LongDistancePrefix"
Long distance 19785551212
Call Path
Prepend "Dial Prefix"
Digits
Prepend "Campaign
Prefix" digits
127750
95551212
919785551212
About Outbound Option Support on IPCC Hosted
Outbound Option support on Cisco IPCC Hosted Edition is available, but this
release still requires Outbound Option to be deployed on a distinct CICM instance
platform (meaning that Outbound Option will not be shared among
customers—each needs to have their own dialer, etc.).
Refer to the Cisco IPCC Hosted Edition documentation set for more details.
About Outbound ECC Variables Support in Siebel 7.5.3 and 7.7
In Siebel 7.5.3 and 7.7, the CTI Driver now provides support for Outbound
Option.
Refer to the CTI Driver for Siebel 7 Reference Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions for detailed information about the ECC variables
support for Outbound Option.
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Outbound Option Components
Outbound Option Components
This section provides details about the server processes of the Outbound Option
application:
•
Campaign Manager: Manages lists.
•
Outbound Option Import: Reads customer import files and generates database
lists.
•
Outbound Option Dialer: Makes reservation and customer calls and
implements a predictive algorithm.
The “About Outbound Option Configuration Components” section on page 1-17
discusses the user interface where configuration data can be entered. This
configuration data is used by the Outbound Option server processes to configure
campaigns.
About Campaign Manager
The Campaign Manager component, which resides on the ICM Logger, is
responsible for:
•
Managing when a campaign runs
•
Maintaining system and dialer configurations
•
Making decisions about which contact records to retrieve from a campaign
based upon configurable query rules and delivering contact records to dialers
•
Distributing configuration data to the import process and all available dialers
in the system
•
Collecting real-time and historical data and sending it to the ICM CallRouter
•
Marking any customers found in the do_not_call_list as CallResult (26),
where no further action will be taken on those records.
Refer to the ICM Administration Guide for Cisco ICM Enterprise Edition for
more information about the ICM Central Controller.
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Outbound Option Components
About Outbound Option Import
The Outbound Option Import component, which resides on the ICM Logger, is
responsible for importing a customer’s contact list that the Outbound Option
Dialer component uses to contact customers. In addition, Outbound Option
Import uses the scheduling configured in the Outbound Option Configuration
Components to process the imports scheduled for a particular date and time.
Outbound Option Import imports two types of lists:
•
contact_list: Contains the phone numbers Outbound Option dials.
•
do_not_call_list: Contains a list of customers that do not want to be called.
When Outbound Option Import processes an import, the following steps occur:
Note
1.
Import a contact_list or do_not_call_list into a table.
2.
Build a dialing list for a campaign.
Outbound Option can continue to run a campaign while an import is in progress;
however, some of the campaign’s query rules might be disabled.
About Outbound Option Dialer
The Outbound Option Dialer, which resides on the PG server or on a separate
machine, does the following:
•
Dials customers
•
Reserves agents
•
Performs call classification
•
Calculates agent availability
Overflow Agents
The Outbound Option Dialer provides overflow agents. These are agents which
are available to receive outbound calls, but are not taken into account when
calculating the number of lines to dial per agent. In other words, if two agents are
logged in, but the campaign is configured for one overflow agent, then the Dialer
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Outbound Option Desktop
only thinks that one agent is available to make outbound calls. If the Dialer makes
two calls for one agent and both calls are answered, then both calls are transferred
to agents since the overflow agent is available to receive outbound calls.
About Outbound Option Configuration Components
Outbound Option provides configuration components in the ICM Configuration
Manager that contact center supervisors can use to configure a campaign, create
query rules for the campaign, define the contact list to be imported, configure the
dialers, and configure the system parameters for the Outbound Option Dialer.
The Outbound Option Configuration Components consist of:
Note
•
System Options
•
Dialer
•
Import Rule
•
Query Rule
•
Campaign
Specific instructions on how to use the Outbound Option Configuration
Components are not provided in this guide. Refer to the online help for detailed
information about how to use these components. Get specific information about
the Outbound Option Configuration Components by clicking the Help button in a
Outbound Option Configuration Component window or dialog box.
Outbound Option Desktop
Three desktops are available with Outbound Option: CTI Object Server (CTI OS),
the CTI Toolkit (GeoDCS), and the Cisco Agent Desktop (CAD). See Chapter 5,
“Installing the Cisco CTI Controls,” for detailed information about installing the
Cisco CTI Toolkit Outbound Desktop (Win32) and the CTI Desktop controls. If
you are a CAD user, review Chapter 6, “Setting Up Outbound Option in Cisco
Desktop Administrator,” for detailed information. Refer to the Outbound Option
User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for an
overview of the Outbound Option desktops.
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C H A P T E R
2
Outbound Option System Setup on
Cisco IP Contact Center Enterprise and
Cisco System IPCC
This chapter describes the set-up process for Outbound Option on IPCC
Enterprise and on System IPCC. It includes:
Note
•
Prerequisites before installing Outbound Option
•
Hardware and software requirements
•
Upgrade instructions
•
Deployment guidelines
•
Instructions on how to install/configure ICM software for Outbound Option
•
Instructions on how to install/configure Outbound Option on System IPCC
•
Instructions on how to estimate and create a private Outbound Option
database
Refer to the ICM Installation Guide for Cisco ICM Enterprise Edition and the
Cisco Intelligent Contact Management Software Release 7.0(0) Bill of Materials
(located on the Cisco web site) for information about ICM hardware and software
requirements. Refer to the System IPCC Installation and Configuration Guide for
Cisco IPCC Enterprise Edition and the IPCC Enterprise Web Administration
Tool’s online help for more information about System IPCC.
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Prerequisites
Prerequisites
Note
You must have a copy of the ICM Installation Guide for Cisco ICM Enterprise
Edition available in addition to this manual in order to successfully install ICM
software, and then complete the Outbound Option installation and configuration.
For System IPCC deployments, refer to the System IPCC Installation and
Configuration Guide for Cisco IPCC Enterprise Edition for detailed information.
ICM software and System IPCC documentation are available online at
http://www.cisco.com.
Before installing Outbound Option, make sure the hardware and software detailed
in the “Hardware Requirements for IPCC Enterprise” and “Software
Requirements for IPCC Enterprise” sections is installed and configured on your
computers.
Note
Review the IPCC Installation and Configuration Guide for Cisco IPCC
Enterprise Edition in preparation to setting up Outbound Option on IPCC
Enterprise. Review the System IPCC Installation and Configuration Guide for
Cisco IPCC Enterprise Edition in preparation to setting up Outbound Option on
System IPCC.
Hardware Requirements for IPCC Enterprise
For IPCC Enterprise based solutions, a Cisco voice gateway is required to place
customer calls.
Note
Important! The Outbound Option Dialer must be installed on a server that meets
the minimum requirement specified for a Peripheral Gateway (PG) machine as
specified in the Cisco Intelligent Contact Management Software Release 7.0(0)
Bill of Materials (located on the Cisco web site). In certain deployment models,
the Outbound Option Dialer might be installed on an existing PG server along
with the ICM PG processes. Consult your Cisco SE for complete Outbound
Option deployment guidelines. For System IPCC deployments, the one supported
Dialer is automatically installed on the Outbound Controller in System IPCC.
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Upgrade Instructions
Software Requirements for IPCC Enterprise
Refer to the Software Compatibility Guide for Cisco IPCC Enterprise Edition,
located on the Cisco web site, for detailed information about the Outbound Option
software requirements.
Upgrade Instructions
Note
This section does not apply to System IPCC deployments (there is no upgrade for
System IPCC).
To use Outbound Option with ICM 7.0(0), you must upgrade to ICM 7.0(0). As
part of this upgrade procedure, you must recreate the Oubtound Option private
database and reimport your data, then add the dialed number in each skill group.
Note
Important! The Dialer must be upgraded at the same time as the ICM Central
Controller.
Refer to the ICM Upgrade Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions for detailed upgrade instructions. See http://www.cisco.com for the
complete set of ICM manuals.
Deployment Guidelines
Before configuring Outbound Option, if you are installing multiple dialers on the
same PG, make sure they all have the same number of ports. This will ensure
proper skill group balancing.
Note
Refer to the Cisco IP Contact Center Solutions Reference Network Design Guide
for detailed deployment guidelines.
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IPCC Enterprise Configuration Setup
IPCC Enterprise Configuration Setup
Note
•
Refer to the ICM Configuration Guide for Cisco ICM Enterprise Edition for
detailed information about configuring ICM software for integrated
applications using the ICM Configuration Manager.
•
This entire section does not pertain to System IPCC users. System IPCC users
should refer to the System IPCC Installation and Configuration Guide for
Cisco IPCC Enterprise Edition for information on required components for
Outbound Option with System IPCC.
Required Components for Outbound Option on IPCC Enterprise
The following components are required for Outbound Option on IPCC Enterprise:
•
MR PG
•
IPCC PG (or Generic PG or IPCC System PG, if VRU PIM is needed)
Note
Note
The IPCC System PG is only supported with IP IVR.
•
CTI Server
•
CallRouter
•
Logger
•
Admin Workstation
•
Dialer
These components are automatically installed for System IPCC deployments
when the Central Controller, Agent/IVR Controller, Administration & WebView
Reporting and Outbound Controller machines are installed in System IPCC.
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IPCC Enterprise Configuration Setup
Figure 2-1 lists all required ICM objects required by the Outbound Option Dialer.
Shaded boxes represent standalone objects. Italicized text represents sub-objects
within an overall object. Finally, white boxes represent attributes for shaded
boxes. This diagram can be used to verify that all objects have been installed in
the correct place and linked to other objects in a valid manner.
Figure 2-1
Required ICM Objects
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Enabling the CallManager Call Waiting Option on Outbound Agent Phones
Using the ICM software configuration applications located on the Admin
Workstation, complete the setup instructions in the “Installing/Configuring ICM
Software for Outbound Option on IPCC Enterprise” section.
Note
Refer to the ICM Configuration Manager online help for detailed information
about using the ICM Configuration Manager’s Explorer and List tools. Refer to
the ICM Script Editor online help for detailed information about using ICM Script
Editor to route calls to/from Outbound Option skill groups.
Enabling the CallManager Call Waiting Option on
Outbound Agent Phones
The Call Waiting option must be enabled in CallManager on each outbound agent
phone to ensure that every customer call successfully transfers to an available
agent.
Note
CallManager Release 4.0(0) and later users do not need to enable this option since
it is enabled by default.
How to enable the Call Waiting option
Note
These instructions pertain to Outbound Option on IPCC Enterprise and on System
IPCC.
Step 1
From the CallManager Phone Configuration window, select Line 1.
Step 2
In the Directory Number Settings submenu, select the On option in the Call
Waiting pull-down selection box.
Step 3
Click Update to save the changes.
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Installing/Configuring ICM Software for Outbound
Option on IPCC Enterprise
Note
Important! The following instructions present an overview of the ICM software
installation/configuration process for Outbound Option on IPCC Enterprise.
Refer to the IPCC Installation and Configuration Guide for Cisco IPCC
Enterprise Edition for detailed information about installing the ICM components
that are used for the Cisco IPCC Enterprise solution.
Important! If you are deploying Outbound Option using System IPCC, see the
“How to itnstall/configure Outbound Option on System IPCC” section on
page 2-32 for detailed instructions on installing/configuring Outbound Option
using System IPCC. Be aware that the Outbound Option Configuration
Components are not available using the IPCC Enterprise Web Administration
Tool in System IPCC.
The following steps involve an installation procedure on a machine that does not
have ICM software already installed. If any ICM software components are already
installed on the machine, you do not need to install a second copy of those
components.
If you plan to use Cisco Security Agent, which Cisco highly recommends, you
must always use the default directories when installing any software on a server.
You need not choose the default disk drive if an option is available (for example,
C: or D:), but you must use default directories.
How to install/configure ICM software for Outbound Option on IPCC Enterprise
Step 1
Install a Router using ICM Setup. A Dialer requires a connection to a Media
Routing Peripheral (MR PG); therefore, at least one MR PG must be installed to
support the Dialers at each site. Each Dialer requires a separate MR PG PIM
created to serve it. Each site also requires a CallManager PG (or a Generic PG or
a IPCC System PG with an IPCC PIM) for standard IPCC functionality. (The PIM
is the link between the PG and the Router.)
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Note
a.
Run ICM Setup and click Router.
b.
Enable two PG devices in the Device Management Protocol Properties
window (usually 1 and 2) by clicking the checkboxes.
c.
Continue through the installation until it finishes.
Note
Step 2
Each additional Dialer requires an additional MR PIM.
Install a standard type Logger (Outbound Option Campaign Manager and Import)
using ICM Setup.
a.
Run ICM Setup and click Logger.
b.
Enable the Outbound Option option in the Logger Component Properties
window.
c.
Click Configure. The Outbound Option Configuration window displays.
d.
Enter the SQL server name where the Outbound Option database will reside
(usually the LoggerA database server) and the time between connection
checks (heartbeats) in milliseconds (default is 500) from Outbound Option
Import to Campaign Manager.
e.
Click OK.
f.
Continue through the installation until it finishes.
Note
Step 3
When installing on an MCS server, you must not install on the
CallManager operating system.
Make sure Outbound Option is installed on LoggerA of the ICM Central
Controller.
Install a Real-Time Distributor Admin Workstation (Outbound Option
Configuration Components) using ICM Setup.
a.
Run ICM Setup and click Admin Workstation.
b.
Enable the Outbound Option Support option in the Admin Workstation
Client Properties window.
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Note
c.
Step 4
Step 5
Continue through the installation until it finishes.
Create the ICM databases using the ICMDBA utility.
Note
Note
Important! If this option is not checked, the Outbound Option
Configuration Components will not display in the ICM Configuration
Manager.
If you are upgrading to ICM 7.0(0), make sure you recreated the
Outbound Option private database before starting this step. (Refer to the
ICM Upgrade Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
for detailed upgrade instructions.)
a.
Open the command prompt.
b.
Type ICMDBA.
c.
Create the ICM Side A, AW, and Outbound Option private databases.
•
Important! Outbound Option is not a duplexed system; therefore, the
Outbound Option components and database can only be installed on the Side
A Logger.
•
See the “Creating a Private Outbound Option Database” section on page 2-45
for specific instructions on setting up the databases. Refer to the ICM
Administration Guide for Cisco ICM Enterprise Edition for general
information about setting up databases.
Set up the database configuration for the SQL Server setting.
a.
Open the SQL Server Enterprise Manager.
b.
Right-click the <cust instance_baA> Outbound Option database.
c.
Select the Properties menu option. The Properties dialog box displays.
d.
Click the Data Files tab.
e.
Validate that the Automatically grow file checkbox is not checked.
f.
Click the Transaction Log tab.
g.
Validate that the Automatically grow file checkbox is not checked.
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Step 6
h.
Click the Options tab.
i.
Set the Recovery Model to Simple.
j.
Click OK.
Create a Network VRU using the Network VRU Explorer tool.
a.
Open the ICM Configuration Manager application.
b.
Open the Explorer tools.
c.
Open the Network VRU Explorer tool.
d.
Create a type 2 VRU to be used during Media Routing (MR) PIM setup.
Record the VRU name: ____________________.
e.
Click Save.
Note
Step 7
Step 8
Step 9
Refer to the ICM Configuration Guide for Cisco ICM Enterprise Edition
for detailed information about the ICM Configuration Manager tools.
Create the call type using the Call Type List tool.
a.
Open the List tools.
b.
Open the Call Type List tool.
c.
Create a call type for the MR routing client, which will be configured later.
Record the Call Type name:____________________.
d.
Click Save.
Create agent desk settings using the Agent Desk Settings List tool.
a.
Open the List tools.
b.
Open the Agent Desk Settings List tool.
c.
Create agent desk settings for the IPCC PG. Record the name:
____________________.
d.
Click Save.
Create the IPCC PG (PG1) using the PG Explorer tool.
a.
Open the Explorer tools.
b.
Open the PG Explorer tool.
c.
Add a PG.
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d.
Enter the name (for example, PG1_IPCC).
e.
Select the CallManager, PG Generic, or IPCC System PG type.
Note
Step 10
If you choose the IPCC System PG type, you need to perform other tasks
to configure this PG. See “How to configure an IPCC System PG” section
on page 2-28 for instructions on configuring an IPCC System PG.
f.
Add a peripheral.
g.
Enter the name (for example, PG1_IPCC_PIM1).
h.
On the Peripheral tab, click the Enable post routing checkbox.
i.
Select the Default Desk Setting from the drop-down list box.
j.
On the Routing Client tab, enter the routing client name (for example,
IPCC_PIM1_Voice).
k.
Select the Cisco_Voice option from the Default media routing domain
drop-down list box.
l.
Click Save.
m.
Record the assigned Logical Controller ID since this number will be needed
later in the procedure: ____________________.
n.
Record the assigned Peripheral ID since this number will be needed later in
the procedure: ____________________.
Create the MR PG (PG2) using the PG Explorer tool.
a.
Open the Explorer tools.
b.
Open the PG Explorer tool.
c.
Click Retrieve, then click Add.
d.
Enter the name (for example, PG2_MR).
e.
Select the MR PG type.
f.
Add a peripheral.
g.
Enter the name (for example, PG2_MR_PIM1).
h.
On the Peripheral tab, click the Enable post routing checkbox.
i.
On the Routing Client tab, enter the routing client name (for example,
MR_PIM1_Voice).
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j.
Select the Cisco_Voice option from the Default media routing domain
drop-down list box.
k.
On the Advanced tab, select a Network VRU from the drop-down list box
(this VRU was created in Step 6).
l.
Click Save.
m.
Record the assigned Logical Controller ID since this number will be needed
later in the procedure: ____________________.
n.
Record the assigned Peripheral ID since this number will be needed later in
the procedure: ____________________.
Note
Step 11
Step 12
Important! Multiple dialers installed at a single site need a MR PIM
installed for each dialer.
Create a skill group for the IPCC PG using the Skill Group Explorer tool.
a.
Open the Explorer tools.
b.
Open the Skill Group Explorer tool.
c.
Make sure the IPCC PIM created in Step 9g. displays in the Select filter data
section.
d.
Click Retrieve.
e.
Click Add Skill Group.
f.
Set the Media Routing Domain to the Cisco_Voice option.
g.
Enter a peripheral name and number (record them):____________________.
(You can either enter a name or allow the system to generate the name.)
h.
Enable the ICM picks the agent checkbox.
i.
Click Add Route.
j.
Enter a name for the new route (any name is allowed).
k.
Click Save.
Create a dialed number for the MR PG.
a.
Open the List tools.
b.
Open the Dialed Number/Script Selector List tool.
c.
Click Add, then enter a dialed number for the MR PG.
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d.
Select the MR routing client from the drop-down list box (see Step 10i.).
e.
Select Cisco_Voice from the Media Routing Domain drop-down list box.
f.
Enter the dialed number. Use the number you entered when performing the
upgrade procedure or create a new number, if you are doing a fresh install.
(Refer to the ICM Upgrade Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions for detailed upgrade instructions.)
g.
On the Dialed Number Mapping tab, click Add.
h.
In the Calling Line ID group box, click the All radio button.
i.
In the Caller-entered digits group box, click the All radio button.
j.
In the Call type drop-down list box, select the MR call type created in Step 7.
k.
Click OK on the Dialed Number Map Entry dialog box, then click Save.
Note
To use the Personal Callback feature, a second dialed number is required.
This dialed number must have the PersonalCallback dialed number
string. As with the previous dialed number, map all Calling Line IDs and
all Caller-entered digits to the call type previously created for the MR
routing client.
Multiple dialers require multiple dialed numbers—one for each routing
client per skill group.
Step 13
Step 14
Create a person for the IPCC PG using the Person List tool.
a.
Open the List tools.
b.
Open the Person List tool.
c.
Create users whose information will be used to configure agents (see Step
18).
d.
Enable the Enable logins checkbox.
e.
Click Save.
Create an agent for the IPCC PG using the Agent Explorer tool.
a.
Open the Explorer tools.
b.
Open the Agent Explorer tool.
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Note
Step 15
c.
Make sure the IPCC PIM created in Step 9g. displays in the Select filter data
section.
d.
Click Retrieve.
e.
Click Add Agent.
f.
Assign a person created in Step 13.
g.
Add the agent ID number in the Agent ID (Peripheral number) field.
h.
On the Advanced tab, select the Desktop Setting option and select the name
created in Step 8 to assign the desk settings.
i.
On the Advanced tab, enable the Agent state trace checkbox if agent
reporting is required.
j.
On the Skill group membership tab, click Add and select the skill group
(created in Step 11). Record the newly created agent IDs (peripheral
numbers) from the Agent tab: from ___________ to ___________.
k.
Click Save.
•
Assign multiple agents to a skill group by clicking Add from the Skill Group
Members tab in the Skill Group Explorer tool.
•
Use the Bulk Insert tools to create many persons and agents at once.
Create a device target (each agent’s phone needs a device target) using the Device
Target Explorer tool.
a.
Open the Explorer tools.
b.
Open the Device Target Explorer tool.
c.
Click Retrieve, then click Add.
d.
In the Name field, enter the enterprise name for the target (agent’s phone
number).
e.
Enter the global identifier (also the agent’s phone number) in the Global
Address field.
f.
Enter the device target configuration parameter as “/devtype CiscoPhone /dn
XXXX,” where XXXX is the agent’s phone extension.
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Note
Note
Step 16
Step 17
Extensions can be less or more than four digits. The text shown above
is an example.
g.
Add a label for the MR routing client to each device target by clicking Add
label.
h.
Select the MR routing client from the drop-down list box (see Step 10i.).
i.
Set the label name to match the agent’s phone extension.
j.
Set the label type to Normal.
k.
Click Save.
•
Use the Bulk Insert tools to create many device targets and labels at once.
•
For multiple dialers, configure multiple labels for multiple MR routing
clients.
If using the Personal Callback feature, create an enterprise skill group using the
Enterprise Skill Group List tool.
a.
Open the List tools.
b.
Open the Enterprise Skill Group List tool.
c.
Create an enterprise skill group. In the Add Name field, type the enterprise
name, then click Add. Select the skill group, then click Save.
d.
In the Attributes tab, click Add to add the skill group(s) created in Step 11.
e.
Click Save.
If using the Personal Callback feature, create an enterprise route using the
Enterprise Route List tool.
Note
For System IPCC, you must use a Route. You cannot use an Enterprise
Route to configure Personal Callback in System IPCC. You can skip these
steps if using System IPCC. The route created in Step 11j. is used instead.
To Create an Enterprise Route (not valid for System IPCC)
a.
Open the List tools.
b.
Open the Enterprise Route List tool.
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Step 18
Step 19
c.
Create an enterprise route. In the Add Route field, type the enterprise route,
then click Add. Select the route, then click Save.
d.
In the Attributes tab, add the route(s) created in Step 11j.
e.
Click Save.
Enable the Expanded Call Context (ECC) variables using the System Information
tool and the Expanded Call Variable List tool.
a.
Open the System Information tool in the Tools/Miscellaneous folder in the
ICM Configuration Manager application.
b.
Enable the Expanded call context enabled checkbox.
c.
Click Save.
d.
Open the List tools.
e.
Open the Expanded Call Variable List tool.
f.
Click all BAxxxx variables (BAAccountNumber, BABuddyName,
BACampaign, BADialedListID, BAResponse, BAStatus, and BATimezone).
g.
In the Attributes tab, click the Enabled checkbox for each variable.
h.
Click Save.
If you are using the transfer to IVR feature, create a transfer to IVR campaign
following the instructions in the Outbound Option User Guide for Cisco
ICM/IPCC Enterprise & IPCC Hosted Editions. When using this feature, note
that Outbound Option only supports IP IVR Type 2 and CVP/ISN Type 5
(CVP/ISN Comprehensive Model). (Cisco CVP was formerly called Cisco ISN.)
Note
The transfer to IVR feature is only supported for Outbound Option on
Cisco IP Contact Center (IPCC Enterprise). You can not use this feature
in the Direct Preview or the regular Preview modes.
Transfer to IVR campaigns might require translation routes if using a Type 2 IVR,
so refer to the IPCC Installation and Configuration Guide for Cisco IPCC
Enterprise Edition for details about setting up translation routes. (Note that
translation routes are not required when using the IPCC System PG.)
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Note
Step 20
Note
Make sure you select the Service Control option and check Queue
Reporting in the Peripheral Gateway Component Properties window for
the VRU PIM during the PG installation process.
Use the ICM Script Editor application to create an administrative script for each
skill group to control the OutboundControl variable and the skill group
reservation percentage. The Outbound Option Dialer looks at the value of this
variable to determine which mode each skill group uses.
•
If the OutboundControl variable is not set, the skill group defaults to inbound.
Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise &
IPCC Hosted Editions for detailed information about Outbound Option
outbound dialing modes.
•
Be aware that the dynamic routing client feature is used when an outbound
agent transfers a call using CVP/ISN to a Type 2 VRU. (Make sure the routing
client for the translation route labels is CallManager, which makes the
outgoing call.)
a.
Open the ICM Script Editor application.
b.
Create an administrative script (one script can be used to control all Outbound
Option skill groups or multiple scripts can control multiple Outbound Option
skill groups).
c.
Set up the script with the following nodes (required): Start, Set, End, and If.
Note
d.
Important! The transfer to IVR feature requires an IF node in the
administrative script to disable it if the IVR is not available. Also, to
ensure timely responses to IVR outages, set the administrative script
to run every minute. When using the IPCC System PG, use this node
to ensure that the trunks are not set to idle; for example,
“NetworkTrunkGroup.IPCC_Component_Interface_PG_NTG.Trunk
sIdle>0.” (Refer to the Outbound Option User Guide for Cisco
ICM/IPCC Enterprise & IPCC Hosted Editions for detailed
information about the transfer to IVR feature.)
Use the Set node to set skill group variables (OutboundControl and
OutboundPercent).
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e.
Set the OutboundControl variable; for example, set this value by entering it
in the Value field in the Set Properties window:
– INBOUND: Indicates that this skill group is disabled for outbound use
and only takes inbound calls.
– PREDICTIVE_ONLY: Dials several customers per agent. After reaching
a live contact, the Predictive Dialer transfers the customer to a live agent
along with a screen pop to the agent’s desk. The predictive algorithm is
designed to calculate the number of lines to dial per available agent to
keep agent wait time to a minimum.
– PREDICTIVE_BLENDED: Agents receive inbound calls, but could be
used for an outbound call when available.
– PREVIEW_ONLY: Reserves an agent prior to initiating an outbound call
and presents the agent with a screen pop. The agent might then:
Accept the call: Dials the customer and transfers the call to the agent.
Skip the call: Agent receives another customer call.
Skip-Next the call: Agent chooses one of two options in the Select Next
Number on List dialog box: Wrong Number (call other customer phone
numbers) or Not Home (keep dialing other customer numbers). Agent
can use the Callback button, if the person answering the call suggests
calling back at a later time.
Skip-Close the call: Skips the current Preview call and closes the record
so it will not be called again.
Reject the call: Releases the agent. At this point, the system might
deliver the agent another Preview outbound call or a new inbound call.
Reject-Close the call: Rejects the current Preview call and closes the
record so it will not be called again.
– PREVIEW_BLENDED: Agents receive inbound calls, but could be used
for an outbound Preview call when available.
– PREVIEW_DIRECT_ONLY: Agents can only place outbound calls and
hear ring tones, such as phone ringing or busy signal.
– PREVIEW_DIRECT_BLENDED: Agents can receive inbound calls,
place outbound calls, and hear ring tones, such as phone ringing or busy
signal.
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– PROGRESSIVE_ONLY: Similar to PREDICTIVE_ONLY; however,
lines to dial per agent is not calculated—users configure a fixed number
of lines that will always be dialed per available agent.
– PROGRESSIVE_BLENDED: Similar to PREDICTIVE_BLENDED, but
a fixed number of lines will always be dialed per available agent.
Note
If the administrative script (where the OutboundControl variable or
reservation percentage is set) is running, but the modes/percentages are
not being updated at the Dialer, do the following:
– Make sure that the skill group being controlled is the base skill group,
and not the primary or secondary skill groups. Although agents might be
logged into just the primary or secondary skill group, make sure the
OutboundControl variable is always set to the base skill group.
– Verify that the OutboundControl variable mode is spelled correctly.
When a call is placed using Outbound Option, the desktop buttons perform in the
following manner:
Dialing Mode
Call Description
Buttons Enabled
PREVIEW_ONLY and
PREVIEW_BLENDED
Reservation calls:
Accept, Skip, Reject, Skip-Close, and
Dialer makes the call Reject-Close buttons are enabled, if
and agent is available the reservation call has not been
accepted yet
PREVIEW_ONLY and
PREVIEW_BLENDED
Initial customer calls: No buttons are enabled, if the customer
Agent accepts the call does not answer the call
and Dialer makes the
call to a customer
PREVIEW_ONLY and
PREVIEW_BLENDED
Transferred customer Callback and Skip-Next buttons are
calls: Agent is talking enabled
to a customer
PREDICTIVE_ONLY and
PROGRESSIVE_ONLY
Reservation calls:
No buttons are enabled
Dialer makes the call
and agent is available
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Dialing Mode
Call Description
PREDICTIVE_ONLY and
PROGRESSIVE_ONLY
Initial customer calls: No buttons are enabled, if the customer
Dialer makes the call does not answer the call
to a customer
PREDICTIVE_ONLY and
PROGRESSIVE_ONLY
Transferred customer Callback and Skip-Next buttons are
calls: Agent is talking enabled
to a customer
PREVIEW_DIRECT_ONLY and
PREVIEW_DIRECT_BLENDED
Reservation calls:
Accept, Skip, Reject, Skip-Close, and
Dialer makes the call Reject-Close buttons are enabled, if
and agent is available the reservation call has not been
accepted yet
PREVIEW_DIRECT_ONLY and
PREVIEW_DIRECT_BLENDED
Initial customer calls: No buttons are enabled, if the customer
Agent accepts the call does not answer the call
and calls a customer
PREVIEW_DIRECT_ONLY and
PREVIEW_DIRECT_BLENDED
Transferred customer Callback, Skip-Next, AnsMach, Fax,
calls: Agent is talking and Invalid buttons are enabled
to a customer
Personal callback
BAStatus is set to A
and O or A and B for
a reservation call
Personal callback
Initial customer calls: No buttons are enabled, if the customer
Agent accepts the call does not answer the call
and calls a customer
Personal callback
Transferred customer Callback button is enabled
calls: Agent is talking
to a customer
f.
Buttons Enabled
Accept and Reject buttons are enabled,
if the reservation call has not been
accepted yet
Set the OutboundPercent variable in the same administrative script; for
example, select the OutboundPercent variable in the Set Properties window
and enter the agent percentage in the Value field. This variable controls the
percentage of agents, which are logged into a particular skill group, which is
used for outbound dialing. For example, if there are 100 agents logged into
skill group N, and the OutboundPercent variable is set to 50%, 50 agents
would be allocated for outbound dialing.
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Note
This variable does not allocate specific agents for outbound dialing,
just a total percentage.
The following diagram displays a very simple administrative script where
both the OutboundControl variable and the outbound percentage are set for a
skill group. A script in a production call center would typically be more
complex, perhaps changing these variables due to time of day or service level.
Note
•
Refer to the ICM Script Editor online help for detailed information about
using ICM Script Editor.
•
See the “How to configure an IPCC System PG” section for sample
administrative and routing scripts for the IPCC System PG.
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The following diagram displays a routing script for a transfer to IVR
campaign using Outbound Option with IP IVR. (Refer to the Outbound
Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions
for detailed information about configuring a Outbound Option transfer to IVR
campaign.)
The following diagram displays a routing script for a transfer to IVR
campaign using Outbound Option with CVP/ISN. (Refer to the Outbound
Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions
for detailed information about configuring a Outbound Option transfer to IVR
campaign.)
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Step 21
Use the ICM Script Editor application to create a routing script that uses the
dialed number for the MR routing client and routes through a Select node to the
previously configured skill group.
a.
Note
Using the ICM Script Editor Call Type Manager, associate the MR (and
Personal Callback, if used) dialed number(s) with the configured call type
and newly created routing script.
Refer to the ICM Script Editor online help for information about using
this application.
The following diagram displays a sample routing script that uses the objects
mentioned above. (Refer to the ICM Script Editor online help for detailed
information about using ICM Script Editor.)
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Note
•
Lines connecting objects cannot appear on top of objects and therefore,
partially display under the objects; for example, the line connecting the “X”
(output terminal failure) on the Select object to the End object runs partially
under the Select object.
•
Translation routes are not used in the IPCC System PG, so routing scripts
using this PG do not need to use this object.
Configuring Queue to Agent Node
1.
Right-click the Queue to Agent node and select Properties.
2.
Click Change in the “Queue to agent type” section.
3.
Click Lookup agent reference by expression, then click OK.
4.
Enter the agent expression Call.PreferredAgentID.
5.
Make sure the Peripheral column is left blank.
6.
Select the enterprise skill group created in Step 16.
7.
Select the enterprise route created in Step 17. If you are configuring for
System IPCC, select the Route you configured in Step 11j.
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Step 22
8.
Click OK to save the Queue to Agent node.
9.
Save and then schedule the script.
Install the IPCC PG using ICM Setup.
a.
Exit the ICM Configuration Manager and stop the ICM services.
b.
Run ICM Setup to install the IPCC PG that corresponds with PG1, which was
previously configured using the ICM Configuration Manager in Step 9.
c.
In the Peripheral Gateway Properties window, select the PG1 PG Node ID
and select the Client Type.
Note
If an IVR PIM needs to run with the IPCC PIM, then select the
CallManager Client Type and the VRU Client Type.
d.
Click Next.
e.
Add a PIM, PIM1.
f.
In the CallManager Configuration window, enable the PIM.
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g.
Enter the peripheral name and the peripheral ID of the IPCC_PIM
(configured in Step 9) and the agent extension length (set this value to 5 if
you plan to use five-digit extension lengths).
h.
Enter the Cisco CallManager hostname, user ID, and password.
i.
Click OK.
j.
Enter the Logical Controller ID and click Add.
k.
Click Next until Setup finishes. The system prompts for a reboot. Click Yes.
Note
Step 23
Step 24
Refer to the IPCC Installation and Configuration Guide for Cisco IPCC
Enterprise Edition for more information about configuring the IPCC
PIM.
Install the MR PG using ICM Setup.
a.
Run ICM Setup to install a PG that corresponds with PG2, which was
configured in Step 10.
b.
In the Peripheral Gateway Properties window, select the PG2 PG Node ID
and the MediaRouting Client Type.
c.
Click Next.
d.
Add a PIM, PIM1.
e.
In the MediaRouting Configuration window, enable the PIM.
f.
Enter the peripheral name and the peripheral ID of the MR_PIM (configured
in Step 10).
g.
Set both Application Hostname fields to the computer name of the Outbound
Option Dialer.
h.
Set the Application Connection Port to the port number that will be used by
the Outbound Option IPCC Dialer (usually 2000).
i.
Click Next until Setup finishes. When Setup finishes, click Finish.
Install a CTI Server to communicate with the IPCC PG using ICM Setup. (No
special configuration of the CTI Server is required.)
a.
Run ICM Setup to install the CTI Server for PG1 (configured in Step 9).
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Step 25
Step 26
Install Cisco JTAPI.
a.
From the IPCC PG, use a Web browser to connect to the Cisco CallManager
Administration window (http://<callmgr-hostname>/ccmadmin).
b.
Log into the CallManager Administration window.
c.
Click the Application menu and select Install Plugins.
d.
Download and install Cisco JTAPI.
e.
Reboot the PG machine.
Install the Outbound Option IP Dialer using ICM Setup.
a.
Run ICM Setup (make sure ICM Services are stopped) and click Add.
b.
Click Outbound Option Dialer option.
c.
In the Dialer Type list box, select the BA_IP Dialer option.
d.
Click Next.
e.
In the Campaign Manager field, enter the Outbound Option server name:
The host name or IP address of the Outbound Option server (machine where
the Outbound Option Campaign Manager resides, which is always LoggerA).
f.
Enter the CTI server A name: The host name or IP address of the machine that
has side A of CTI Server installed.
g.
Enter the CTI server port A number: The port number the dialer uses to
interface with CTI Server side A.
h.
Enter the CTI server B name: For duplexed installations, the host name or IP
address of the machine that has side B of CTI Server installed.
i.
Enter the CTI server port B number: The port number the dialer uses to
interface with CTI Server side B.
j.
Enter the Heart beat number: Number of times, in milliseconds, the dialer
checks its connection to the CTI Server. (The default value is usually
acceptable.)
k.
Enter the Media routing port number: The port number the dialer uses to
interface with the Media Routing PIM on the Media Routing PG. (Default is
2000, and is usually acceptable.)
l.
Enter the CallManager TFTP server name: The host name or IP address of the
CallManager TFTP server. This is the same machine used as the CallManager
publisher.
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m.
Click Next until Setup finishes.
n.
In the Dialer registry key, configure the Dialer throttling on each Dialer in the
system using the PortThrottleCount and PortThrottleTime values described in
the following table. PortThrottleCount indicates the number of ports to
throttle and PortThrottleTime indicates the amount of time (in seconds) to
throttle them. For example, a setting of count=40 and time=2 indicates that
only 40 ports can be dialed at any one time, and no additional ports can be
dialed for 2 seconds.
CallManager Server Type
PortThrottleCount Value PortThrottleTime Value
800 MHz 7835 server
24
2
1.2 GHz 7835 server
40
2
2X2.4GHz 7845 server
40
2
Note
Step 27
Without these throttle settings it is possible for the Dialer to make too
many simultaneous calls and overload CallManager.
If you are running Outbound Option with CTI OS, do the following to add
Outbound Option ECC variables to CTI OS Server:
a.
Rename the C:\ICM\CTIOS_bin\blendedagent_addecc.reg.txt file to
blendedagent_addecc.reg.
b.
Edit the blendedagent_addecc.reg file and globally change “InstanceName”
to the real system instance name and save it.
c.
Double-click on the blendedagent_addecc.reg file to add the Outbound
Option ECC variables to CTI OS.
d.
In the Node Manager, restart the CTI OS service.
e.
Restart all CTI OS Desktop clients to download the new ECC variables.
How to configure an IPCC System PG
Setting up an IPCC System PG for Outbound Option campaigns consists of two
tasks:
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Note
•
Configuring the IPCC System PG
•
Adding the PG in ICM Setup
The IPCC System PG is only supported with IP IVR.
The following instructions describe how to configure an IPCC System PG.
Step 1
Open the PG Explorer tool and select the IPCC System PG as the client type.
Note
The IPCC System PG combines two PGs (CallManager and IVR PGs)
into one PG.
Step 2
Open the Network Trunk Group Explorer tool and create a trunk group by
selecting the PG you just created.
Step 3
Open the Network VRU Explorer tool and create a Type 9 VRU PG from the Type
field on the Network VRU tab.
Note
You can still use the Type 2 VRU PG with CallManager and Generic PGs.
Step 4
Configure a network bank (new concept for Release 7.0(0)) on the Network VRU
Banks tab in the Network VRU Explorer tool for every network VRU in the
system (internal calls are load-balanced between these VRUs). Select the trunk
group configured in Step 2.
Step 5
In the Network VRU Explorer tool, configure a label for the Network VRU Bank
in the Network VRU bank field. This label represents the number that the IP IVR
is “listening for” by configuring it as a JTAPI trigger.
Step 6
If you are creating a transfer to IVR campaign, configure a JTAPI trigger for the
label you just created by using the JTAPI option in the CRS Administration
application (this trigger replaces the old translation route method). (Refer to the
Cisco CRS documentation set for detailed information on how to set up this
trigger.) Also, create a CTI route point in CallManager and associate it with the
VRU user (not the PG user). (Refer to the Cisco CallManager documentation set
for detailed information on how to set up the CTI route point.)
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Step 7
Open the PG Explorer tool and retrieve the IPCC System PG you created earlier.
On the Advanced tab, you must uncheck the Internal IPTA Only checkbox (it is
enabled by default).
Step 8
Open the Dialed Number / Script Selector List tool and create a dialed number (do
not check any of the options).
Step 9
Open the ICM Script Editor and create an administrative script.
The following diagram displays a sample administrative script.
Step 10
Using ICM Script Editor, create a routing script. Use the Queue to Skill Group
node in the script.
The following diagram displays a sample routing script.
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The following instructions describe how to add an IPCC System PG in ICM Setup.
Step 1
Run ICM Setup.
Step 2
Select IPCC System and VRU from the Selected types list.
Step 3
Add two PIMs: one for the IPCC System PG and one for the VRU. Check the
Service Control and Queue Reporting options.
Step 4
Continue clicking Next until the process finishes.
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Where to Go Next
Skip to the “Dialer General Configuration” section on page 2-41 and complete the
rest of the instructions in this chapter to complete the Outbound Option
installation/configuration process.
Installing/Configuring Outbound Option on System
IPCC
Note
Important! The following instructions present an overview of the
installation/configuration process for Outbound Option on System IPCC. Refer to
the System IPCC Installation and Configuration Guide for Cisco IPCC Enterprise
Edition for detailed information.
If you plan to use Cisco Security Agent, which Cisco highly recommends, you
must always use the default directories when installing any software on a server.
You need not choose the default disk drive if an option is available (for example,
C: or D:), but you must use default directories.
The Outbound Option Configuration Components are not available using the
IPCC Enterprise Web Administration Tool in System IPCC. Instead, the
Configuration Components are available using the Configuration Manager on
each Administration & WebView Reporting machine (Start > All Programs >
IPCC Administration > Configuration Manager). Refer to the Outbound
Option online help for detailed information about using the Configuration
Components.
How to itnstall/configure Outbound Option on System IPCC
Step 1
Install the System IPCC components and the Outbound Controller as described in
the System IPCC Installation and Configuration Guide for Cisco IPCC Enterprise
Edition.
Step 2
Create the call type in the IPCC Enterprise Web Administration Tool by accessing
Contact Management category > Call Type tool.
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Step 3
Create agent desk settings in the IPCC Enterprise Web Administration Tool by
accessing Agent Management category > Desk Settings tool.
Step 4
Create a skill group in the IPCC Enterprise Web Administration Tool by accessing
Agent Management category > Skill Group tool.
Step 5
Create a dialed number for the Outbound Controller in the IPCC Enterprise Web
Administration Tool by accessing Contact Management category > Dialed
Number tool.
a.
Select the Cisco_Voice option and check the Outbound checkbox.
b.
In the Calling Line ID group box, click the All radio button in the Dialed
Number Mapping dialog box.
c.
In the Caller-entered digits group box, click the All radio button in the Dialed
Number Mapping dialog box.
d.
In the Call type drop-down list box, select the call type created in Step 2 in
the Dialed Number Mapping dialog box.
Note
To use the Personal Callback feature, a second dialed number is required.
This dialed number must have the PersonalCallback dialed number
string. As with the previous dialed number, map all Calling Line IDs and
all Caller-entered digits to the call type previously created for the MR
routing client.
Step 6
Create an agent in the IPCC Enterprise Web Administration Tool by accessing
Agent Management category > Agent tool. Enter the agent’s login name.
Step 7
If using the Personal Callback feature, create an enterprise skill group in the IPCC
Enterprise Web Administration Tool by accessing Agent Management category >
Enterprise Skill Group tool.
Step 8
Enable the Expanded Call Context (ECC) variables in the IPCC Enterprise Web
Administration Tool by accessing Contact Mgmt Category > Call Variables tool.
Click all BAxxxx variables (BAAccountNumber, BABuddyName, BACampaign,
BADialedListID, BAResponse, BAStatus, and BATimezone), check the Enabled
checkbox, and click Save.
Step 9
If you are using the transfer to IVR feature, create a transfer to IVR campaign
following the instructions in the Outbound Option User Guide for Cisco
ICM/IPCC Enterprise & IPCC Hosted Editions. When using this feature, note
that Outbound Option only supports IP IVR Type 2.
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Note
Step 10
The transfer to IVR feature is only supported for Outbound Option on
Cisco IP Contact Center (IPCC Enterprise). You can not use this feature
in the Direct Preview or the regular Preview modes.
Use the Internet Script Editor application to create an administrative script for
each skill group to control the OutboundControl variable and the skill group
reservation percentage. The Outbound Option Dialer looks at the value of this
variable to determine which mode each skill group uses.
Note
If the OutboundControl variable is not set, the skill group defaults to
inbound. Refer to the Outbound Option User Guide for Cisco ICM/IPCC
Enterprise & IPCC Hosted Editions for detailed information about
Outbound Option outbound dialing modes.
a.
Open the Internet Script Editor application.
b.
Create an administrative script (one script can be used to control all Outbound
Option skill groups or multiple scripts can control multiple Outbound Option
skill groups).
c.
Set up the script with the following nodes (required): Start, Set, End, and If.
Note
Important! The transfer to IVR feature requires an IF node in the
administrative script to disable it if the IVR is not available. Also, to
ensure timely responses to IVR outages, set the administrative script
to run every minute. Use this node to ensure that the trunks are not set
to idle; for example,
“NetworkTrunkGroup.IPCC_Component_Interface_PG_NTG.Trunk
sIdle>0.” (Refer to the Outbound Option User Guide for Cisco
ICM/IPCC Enterprise & IPCC Hosted Editions for detailed
information about the transfer to IVR feature.)
d.
Use the Set node to set skill group variables (OutboundControl and
OutboundPercent).
e.
Set the OutboundControl variable; for example, set this value by entering it
in the Value field in the Set Properties window:
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– INBOUND: Indicates that this skill group is disabled for outbound use
and only takes inbound calls.
– PREDICTIVE_ONLY: Dials several customers per agent. After reaching
a live contact, the Predictive Dialer transfers the customer to a live agent
along with a screen pop to the agent’s desk. The predictive algorithm is
designed to calculate the number of lines to dial per available agent to
keep agent wait time to a minimum.
– PREDICTIVE_BLENDED: Agents receive inbound calls, but could be
used for an outbound call when available.
– PREVIEW_ONLY: Reserves an agent prior to initiating an outbound call
and presents the agent with a screen pop. The agent might then:
Accept the call: Dials the customer and transfers the call to the agent.
Skip the call: Agent receives another customer call.
Skip-Next the call: Agent chooses one of two options in the Select Next
Number on List dialog box: Wrong Number (call other customer phone
numbers) or Not Home (keep dialing other customer numbers). Agent
can use the Callback button, if the person answering the call suggests
calling back at a later time.
Skip-Close the call: Skips the current Preview call and closes the record
so it will not be called again.
Reject the call: Releases the agent. At this point, the system might
deliver the agent another Preview outbound call or a new inbound call.
Reject-Close the call: Rejects the current Preview call and closes the
record so it will not be called again.
– PREVIEW_BLENDED: Agents receive inbound calls, but could be used
for an outbound Preview call when available.
– PREVIEW_DIRECT_ONLY: Agents can only place outbound calls and
hear ring tones, such as phone ringing or busy signal.
– PREVIEW_DIRECT_BLENDED: Agents can receive inbound calls,
place outbound calls, and hear ring tones, such as phone ringing or busy
signal.
– PROGRESSIVE_ONLY: Similar to PREDICTIVE_ONLY; however,
lines to dial per agent is not calculated—users configure a fixed number
of lines that will always be dialed per available agent.
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– PROGRESSIVE_BLENDED: Similar to PREDICTIVE_BLENDED, but
a fixed number of lines will always be dialed per available agent.
Note
If the administrative script (where the OutboundControl variable or
reservation percentage is set) is running, but the modes/percentages are
not being updated at the Dialer, verify that the OutboundControl variable
mode is spelled correctly.
When a call is placed using Outbound Option, the desktop buttons perform in the
following manner:
Dialing Mode
Call Description
Buttons Enabled
PREVIEW_ONLY and
PREVIEW_BLENDED
Reservation calls:
Accept, Skip, Reject, Skip-Close, and
Dialer makes the call Reject-Close buttons are enabled, if
and agent is available the reservation call has not been
accepted yet
PREVIEW_ONLY and
PREVIEW_BLENDED
Initial customer calls: No buttons are enabled, if the customer
Agent accepts the call does not answer the call
and Dialer makes the
call to a customer
PREVIEW_ONLY and
PREVIEW_BLENDED
Transferred customer Callback and Skip-Next buttons are
calls: Agent is talking enabled
to a customer
PREDICTIVE_ONLY and
PROGRESSIVE_ONLY
Reservation calls:
No buttons are enabled
Dialer makes the call
and agent is available
PREDICTIVE_ONLY and
PROGRESSIVE_ONLY
Initial customer calls: No buttons are enabled, if the customer
Dialer makes the call does not answer the call
to a customer
PREDICTIVE_ONLY and
PROGRESSIVE_ONLY
Transferred customer Callback and Skip-Next buttons are
calls: Agent is talking enabled
to a customer
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Dialing Mode
Call Description
PREVIEW_DIRECT_ONLY and
PREVIEW_DIRECT_BLENDED
Reservation calls:
Accept, Skip, Reject, Skip-Close, and
Dialer makes the call Reject-Close buttons are enabled, if
and agent is available the reservation call has not been
accepted yet
PREVIEW_DIRECT_ONLY and
PREVIEW_DIRECT_BLENDED
Initial customer calls: No buttons are enabled, if the customer
Agent accepts the call does not answer the call
and calls a customer
PREVIEW_DIRECT_ONLY and
PREVIEW_DIRECT_BLENDED
Transferred customer Callback, Skip-Next, AnsMach, Fax,
calls: Agent is talking and Invalid buttons are enabled
to a customer
Personal callback
BAStatus is set to A
and O or A and B for
a reservation call
Personal callback
Initial customer calls: No buttons are enabled, if the customer
Agent accepts the call does not answer the call
and calls a customer
Personal callback
Transferred customer Callback button is enabled
calls: Agent is talking
to a customer
f.
Buttons Enabled
Accept and Reject buttons are enabled,
if the reservation call has not been
accepted yet
Set the OutboundPercent variable in the same administrative script; for
example, select the OutboundPercent variable in the Set Properties window
and enter the agent percentage in the Value field. This variable controls the
percentage of agents, which are logged into a particular skill group, which is
used for outbound dialing. For example, if there are 100 agents logged into
skill group N, and the OutboundPercent variable is set to 50%, 50 agents
would be allocated for outbound dialing.
Note
This variable does not allocate specific agents for outbound dialing,
just a total percentage.
The following diagram displays a very simple administrative script where
both the OutboundControl variable and the outbound percentage are set for a
skill group. A script in a production call center would typically be more
complex, perhaps changing these variables due to time of day or service level.
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Note
Refer to the Internet Script Editor online help for detailed information
about using Internet Script Editor.
The following diagram displays a routing script for a transfer to IVR
campaign using Outbound Option with IP IVR. (Refer to the Outbound
Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions
for detailed information about configuring a Outbound Option transfer to IVR
campaign.)
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Step 11
Use the Internet Script Editor application to create a routing script that that uses
the dialed number associated with Outbound Option created in Step 5 and routes
through a Select node to the previously configured skill group.
a.
Note
Using the Internet Script Editor Call Type Manager, associate the Outbound
Controller (and Personal Callback, if used) dialed number(s) with the
configured call type and newly created routing script.
Refer to the Internet Script Editor online help for information about using
this application.
The following diagram displays a sample routing script that uses the objects
mentioned above. (Refer to the Internet Script Editor online help for detailed
information about using Internet Script Editor.)
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Note
Lines connecting objects cannot appear on top of objects and therefore,
partially display under the objects; for example, the line connecting the
“X” (output terminal failure) on the Select object to the End object runs
partially under the Select object.
Configuring Queue to Agent Node
1.
Right-click the Queue to Agent node and select Properties.
2.
Click Change in the “Queue to agent type” section.
3.
Click Lookup agent reference by expression, then click OK.
4.
Enter the agent expression Call.PreferredAgentID.
5.
Make sure the Peripheral column is left blank.
6.
Select the enterprise skill group created in Step 16.
7.
Click OK to save the Queue to Agent node.
8.
Save and then schedule the script.
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Dialer General Configuration
All dialers used in the Outbound Option system must be configured through the
Outbound Option Dialer Configuration Component, which is located in the
Configuration Manager.
How to configure the Dialer
Step 1
Open the Configuration Manager.
Step 2
Double-click the Outbound Option - Dialer option to display the Outbound
Option Dialer configuration window.
Step 3
Select the IPCC peripheral in the Filter field.
Step 4
Click the Retrieve button.
Step 5
Click the Add button to add a new Dialer.
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Step 6
Enter the information in the Dialer General tab fields.
Note
Step 7
If the Dialer is installed in a location outside the U.S., either enter the
locally-specific long distance prefix in the Long distance prefix field or
leave the field blank.
Click Save.
Required Voice Gateway Configuration
If you plan on using the Call Progress Analysis (CPA) feature, make sure the MTP
Required option is not enabled. Only enable this option when configuring the
Cisco CVP/ISN Voice Browser/Gateway.
Note
CVP/ISN is not available for Outbound Option on System IPCC deployments.
Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise &
IPCC Hosted Editions for more information about the CPA feature and silence
suppression.
Dialer Port Map Configuration
The port map must be configured for each Dialer. This specifies the number of
ports available on the Dialer and the extension numbers, which CallManager
assigns to those ports. The maximum number of ports per Dialer is 96. Each
configured port represents a Dialer phone device on CallManager. These Dialer
phone devices carry a greater device weight than standard IP telephones.
How to create the Outbound Option Dialer port devices
Step 1
Click the Port Map Selection tab to display the port map configuration.
Step 2
Select the peripheral name for the CallManager PG which this Dialer will serve.
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Installing/Configuring Outbound Option on System IPCC
Note
Make sure all agents and skill groups used by Outbound Option are
associated with the CallManager PG, not the MR PG.
Step 3
To begin adding ports to this Dialer, click the Add button.
Step 4
Configure a set of ports and their associated extensions.
Note
Make sure you provide the same number of ports for all the dialers
configured on the same peripheral.
Step 5
Click OK.
Step 6
Click Save to save all the configuration information.
Step 7
Click Close.
Dialer Softphone Registration
Create the Outbound Option Dialer port devices on Cisco CallManager using the
following procedure.
Note
Refer to the Cisco CallManager documentation for detailed information about
using this product.
How to create the Outbound Option Dialer port device on CallManager
Step 1
After configuring the Dialer Port Map, click Select All, then click Export to save
the port map configuration to a CSV-formatted text file. Select the CallManager
version.
Note
Be sure to select the CallManager release that is compatible with the
product release.
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Installing/Configuring Outbound Option on System IPCC
Step 2
Copy the exported CSV file to the BAT tool phone directory on the publisher
CallManager (typically C:\Batfiles\Phones; for Cisco CallManager 3.3.3 and later
use C:\Batfiles\Phones\Insert).
Step 3
Using the Cisco CallManager BAT tool, create a new phone template. Select the
Cisco 30 VIP phone choice, set the device pool, and choose the Standard 30 VIP
phone button template. Insert a single line with no speed dials (for Cisco
CallManager 3.3 and later).
Note
If you are using CallManager 4.0 or later, a wizard guides you through
creating the phone template and validating and inserting the phone
devices.
Step 4
Associate the newly created devices with a PG user. In the CallManager
Administration window, select User > Global Directory, then click Search.
Click the PG user, which was created during the main ICM installation. Click the
Device Association link. In the Device List Filter, select the Directory Number
and then enter the first few digits of the newly created dialer ports. Click Select
Devices. Make sure the checkbox next to each dialer port is checked.
Step 5
Click Update.
Note
Important! Make sure the CallManager Call Waiting option is enabled on each
outbound agent phone. If the Call Waiting option is not enabled, every customer
call transferred to an agent will fail. (CallManager Release 4.0(0) and later users
do not need to enable this option since it’s enabled by default.)
How to configure CallManager to play music while on hold
Once Outbound Option has an established customer call, the call is placed on hold
for a short time (usually a sub-second) before being transferred to an agent.
During this time, the customer might hear a set of tones indicating that the call
has been placed on hold. To avoid this, do the following procedure.
Note
This procedure does not apply to the Direct Preview mode.
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Creating a Private Outbound Option Database
Step 1
Configure Cisco CallManager to play music while on hold for the device pool
containing the Outbound Option Dialer port devices.
Step 2
Disable music on hold for reservation calls by modifying the MRGL on Cisco
CallManager.
Note
Refer to the CallManager documentation set for detailed configuration
instructions.
Configuring General System Time Options
To comply with regulations concerning what time contacts might be called,
specify the General System Time options. This time range entered here applies to
all campaigns which the Outbound Option system will run, and supercedes any
individual campaign time ranges. This guarantees that a contact is not called
before or beyond a particular time. Outbound Option automatically converts the
times specified to the contact’s local time.
To configure the system time options, double-click the Outbound Option System Options option from the drop-down list. Enter the values as shown and
click OK to save the changes.
Creating a Private Outbound Option Database
Before using Outbound Option, estimate the size of the Outbound Option private
database and then create it using ICM’s ICMDBA utility.
Refer to the ICM Administration Guide for Cisco ICM Enterprise Edition for
detailed information about the ICMDBA utility.
Note
System IPCC automatically creates and sizes the Outbound Option database, so
you can skip this section if you are deploying Outbound Option with System
IPCC.
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Creating a Private Outbound Option Database
How to estimate the size of a private Outbound Option database
Step 1
Step 2
Collect the following information:
•
What is the size, in bytes, of each customer record in the import file? If it is
less than 128 bytes, use 128. (The size of a record cannot be less than
128 bytes.) (RecordSize)
•
How many records will be imported? (RecordCount)
•
Will new imports replace or append records already imported?
Estimate the contact table size using one of the formulas below:
•
If imports are usually overwrite imports: Do not change record count
•
If imports are usually append imports: RecordCount = total number of rows
that will be kept in a customer table at any one time
contact-table-size = RecordSize * RecordCount * 1.18
Step 3
Estimate the dialing list table size using one of the formulas below:
•
If imports are usually overwrite imports: RowCount = number of rows
imported * 1.5 (50% more rows will be inserted into the dialing list than
imported)
•
If imports are usually append imports: RecordCount = total number of rows
that will be kept in all customer table at any one time * 1.5
dialing-list-table-size = rows in dialing list * 128 bytes * 4.63
Step 4
Calculate the database size using this formula: contact-table-size +
dialing-list-table-size.
Estimating Database Size
Outbound Option uses the ICMDBA tool’s Estimate Database function to
estimate database size. Use this tool to determine the amount of space needed for
the Outbound Option private database to provide for importing and merging all
customer records.
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Creating a Private Outbound Option Database
The ICMDBA tool is included with ICM software and is located in the \icm\bin
directory. This tool provides a central utility to manage ICM database
administration. Use this tool to:
•
Estimate size and bandwidth requirements for databases.
•
Create, edit and delete central databases, local databases, and historical
database for installed ICM customers.
•
Resize database devices.
•
Recreate a database.
•
Import/export data to/from databases.
•
View database properties.
In addition to these tasks, use the ICMDBA tool to start or stop a server, and to
do some limited SQL server configuration.
Refer to the ICM Administration Guide for Cisco ICM Enterprise Edition for
information about the ICMDBA tool.
How to create a private Outbound Option database using ICMDBA
Step 1
Start ICMDBA by entering ICMdba in Microsoft Windows’s Run dialog box or
command window.
Step 2
Click the Logger and select Database > Create (or click the right mouse button
and select Create).
Step 3
In the Create Database window, specify the Outbound Option database type.
Step 4
Click Add. The Add Device window displays.
Use this window to create a new data device and log device for the Outbound
Option database. Specify the disk drive letter and size in megabytes for each new
device. Click OK to create the device, then click Create. Click Start.
If necessary, you can later edit the device to change storage size, or remove a
device, using the Database > Expand option.
Step 5
Click Close.
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C H A P T E R
3
Outbound Option System Setup on
Avaya DEFINITY ACD
This chapter describes the set-up process for Outbound Option on the Avaya
DEFINITY ACD. It includes:
Note
•
Dialogic software configuration instructions
•
Prerequisites before installing Outbound Option
•
Hardware and software requirements
•
Upgrade instructions
•
Deployment guidelines
•
Instructions on how to install/configure ICM software for Outbound Option
•
Explanation of the Outbound Option installation process
•
Instructions on how to estimate and create a private Outbound Option
database
Refer to the ICM Installation Guide for Cisco ICM Enterprise Edition and the
Cisco Intelligent Contact Management Software Release 7.0(0) Bill of Materials
(located on the Cisco web site) for information about ICM hardware and software
requirements.
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Dialogic Software Configuration
Dialogic Software Configuration
The Outbound Option Dialer component is responsible for making outbound calls
through a telephony card. The Outbound Option Dialer can use Dialogic Analog
or Digital voice cards. This section describes the steps required to install and
configure the Dialogic software.
Note
Dialogic is only used for integration with legacy ACDs, not with Outbound
Option on IPCC.
Installing the Required Dialogic Software
Dialogic software must be installed in order to use the Outbound Option Dialer
component. Refer to the Cisco Intelligent Contact Management Software Release
7.0(0) Bill of Materials (located on the Cisco web site) for detailed information
about required Dialogic software.
How to install Dialogic System Release 5.1.1 for Windows 2000
Note
Click Back at any time during the following processes to return to a previous
window and make corrections.
Step 1
Download Dialogic drivers from:
http://resource.intel.com/telecom/support/releases/winnt/Sr511/index.htm.
Decompress System Release 5.1.1 and run SETUP.EXE. The Welcome to Setup
window displays. Click Next.
Step 2
A dialog box displays offering the option to read the release notes. Click No.
Step 3
Read the license agreement and click Yes.
Step 4
In the Registration window, enter your name and the company name. Click Next.
Step 5
In the Setup Options window, click CUSTOM.
Step 6
In the Custom Component Selection window, select GlobalCall API Package.
(Do not uncheck any other options.) Click Next.
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Dialogic Software Configuration
Step 7
In the Online Documentation Access Location window, click Next.
Step 8
In the Destination Location window, keep the default destination directory. Click
Next.
Step 9
In the Program Group Folder window, keep the default folders. Click Next.
Step 10
In the Setup Options Summary window, confirm the options that have been chosen
for this installation. Click Next.
The setup program starts the installation and copies the required files to the
destination location.
Step 11
In the Please Make Your Selection Now window, deselect the View Release
Guide option.
Step 12
Select Run Dialogic Board Configuration (DCM). Click Next.
Step 13
Select local for Computer Name - Dialogic Configuration Manager. Click
Connect.
Caution
Make sure DCM locates your card. If it does not, stop the installation and refer to
the Dialogic documentation to resolve the problem.
Step 14
Select Service > Startup Mode > Automatic to set automatic startup for Dialogic
drivers.
Step 15
Close the Dialogic Configuration Manager.
Step 16
Click OK in the Information window, if it displays.
Step 17
A window displays with the option to reboot your machine. Click Finish.
Step 18
The machine reboots.
The Dialogic System Release 5.1.1 installation is complete.
Note
After the machine reboots, select Programs > Dialogic System Software from
the Start menu. The Dialogic program group displays in the Start menu.
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Dialogic Software Configuration
How to install Dialogic System Release 5.1.1 Service Pack 1
Step 1
Decompress System Release 5.1.1 Service Pack 1 and run SETUP.EXE. The
InstallShield Wizard Welcome window displays. Click Next.
Step 2
Read the license agreement. Click Yes.
Step 3
In the Customer Information window, enter your name and the company name.
Click Next.
Step 4
A window displays with the option to reboot your machine. Click Finish.
Step 5
The machine reboots.
The Dialogic System Release 5.1.1 Service Pack 1 installation is complete.
How to install GlobalCall Protocol Package 3.00
Step 1
Decompress GlobalCall Protocol 3.0 and run SETUP.EXE. The Welcome window
displays. Click Next.
Step 2
Read the license agreement. Click Yes.
Step 3
In the Setup Options window, click Complete.
Step 4
In the Destination Location window, keep the default destination directory. Click
Next.
Step 5
In the Setup Options Summary window, confirm the options that have been chosen
for this installation. Click Next.
The setup program starts the installation and copies the required files to the local
hard drive. A setup window displays displaying the progress of the installation.
Step 6
In the Setup Complete window, click Finish.
Step 7
The machine reboots.
The GlobalCall Protocol 1.00 installation is complete.
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Dialogic Software Configuration
Caution
Re-installing GlobalCall overwrites the CDP file. (See How to configure the
GlobalCall CDP file, page 3-13, for information about the CDP file.) Make a copy
of the final version of the CDP toneset file for safekeeping.
Configuring the Dialogic System Software
Do the following in order to configure the Dialogic system software:
•
Note
When using E1 cards, configure the Dialogic drivers using DCM
Important! E1 cards have only been tested and verified for the Italian
market. To qualify an E1 card for another country, use the Dialogic
PBXpert/32 utility with an Analog card to learn dial-tone, busy, and
ring-tone. In order to use the E1 card for countries other than Italy, please
use the instructions and configurations settings for Italy described in this
section verbatim.
•
Start the Dialogic card/service
•
Connect the system to PBX
•
Run PBXpert/32 with an Analog card to learn PBX and network tones for E1
cards
Note
Use PBXpert/32 to analyze network tones (dial-tone, busy, ring-tone)
for Analog and E1 Dialogic cards. Be aware that PBXpert/32 only
works with analog cards. Refer to the following link for Dialogic
cards compatible with PBXpert/32:
http://resource.intel.com/telecom/support/releases/winnt/pbxpert/Re
lease_Notes.htm.
•
Configure the Dialogic driver to use the tone file
•
Configure the GlobalCall CDP File
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Dialogic Software Configuration
How to start the Dialogic card/service
Step 1
From the Start menu, select Programs > Dialogic System Software > Dialogic
Configuration Manager. The Dialogic Configuration Manager window displays.
Step 2
If the Dialogic Configuration Manager detects the Dialogic card, the Dialogic
card displays in the Configured Devices list.
If the Dialogic card does not display in the list, this is a problem with the most
probable cause being:
•
The card is not properly seated in the edge connector.
•
The Dialogic card is not working.
Resolve this problem by consulting the Dialogic documentation, then continue
with the configuration.
Step 3
Click the green Start Service button in the toolbar. The Dialogic service starts.
Note
If the Dialogic service does not start, a message displays stating that the
Dialogic service returned an error and logs an error message in the
Windows 2000 Event Viewer. Resolve this problem by consulting the
Dialogic documentation. After resolving the error condition, click Yes to
check the error message in the event log and restart the Dialogic service.
Step 4
In the Dialogic Configuration Manager dialog box, click OK.
Step 5
The Dialogic Configuration Manager window displays. It displays a green light
next to the Dialogic card name.
How to configure Dialogic driver support for T1
Step 1
After installing the Dialogic drivers, for a Dialogic T1 card and a DEFINITY
switch, modify the us_mf_o.cdp file in the Program Files\Dialogic\CFG directory
to use the following parameter settings:
•
Set the $13 parameter to 0
•
Set the $16 parameter to 0
•
Set the $21 parameter to 0
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Dialogic Software Configuration
•
Set the $41 parameter to 0
•
Set the $47 parameter to 69
For an Analog card, modify the na_an_io.cdp file in the Program
Files\Dialogic\CFG directory to use the following parameter settings:
•
Set the $16 parameter to 0
•
Set the $24 parameter to 1
•
Set the $25 parameter to ""
How to configure Dialogic driver support for E1
The Dialogic E1 Dialer has been certified only for Italian installations. You must
use the PBXpert/32 utility with an Analog card to install the E1 Dialer in any other
country. This utility must be used to learn the following country-specific, tones:
busy, dial-tone, and ring-tone.
Step 1
Modify the following parameters in the program
files\Dialogic\cfg\pdk_sw_e1_luls_io.cdp file:
All BOOLEAN_t CDP_WaitDialToneEnabled = 1
All BOOLEAN_t CDP_ConnectOnNoDialTone = 0
All TONE_t TONE_DIAL = (use PBXpert to determine correct tones)
All TONE_t TONE_RINGBACK = (use PBXpert to determine correct tones)
All TONE_t TONE_BUSY = (use PBXpert to determine correct tones)
For Italy, use the following tones:
All TONE_t TONE_DIAL = 425,30,0,30,-4,-4,200,20,200,20,1,1
All TONE_t TONE_RINGBACK = 439,40,0,40,-4,-4,99,8,379,46,1,1
All TONE_t TONE_BUSY = 425,30,0,30,-4,-4,500,50,500,50,1,2
R4 INTEGER_t PSL_MakeCall_CallProgress = 1
R4 INTEGER_t PSL_MakeCall_MediaDetect = 0
Step 2
Modify the following parameter in the program files\dialogic\data\it_300.prm
file:
000F 01
This sets option 00F to 1, which enables parity.
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Dialogic Software Configuration
Step 3
Use the Intel Dialogic Configuration Manager to set the following Dialogic driver
options after the drivers have been installed:
1.
Double-click the D/300PCI-E1 card.
2.
Click the Misc tab.
3.
Click the Parameter File row.
4.
Click the Value edit box near the bottom of the window.
5.
Type it_300.prm.
6.
Click the Country tab.
7.
Click the Country row.
8.
Select Italy from the Value drop-down list.
9.
Click OK.
10. Click the Bus-0 tree option.
11. In the TDM Bus Configuration tab, click the Media Type (User Defined)
row.
12. Select ALaw in the Value drop-down list.
13. Click OK.
14. Make sure the drivers are configured to auto start.
15. Start the drivers.
How to connect the system to PBX
After the Dialogic Configuration Manager service finishes starting up, run
PBXpert/32 with an Analog card to detect PBX tones and generate a tone file
specific to the PBX for E1 cards.
Note
Use PBXpert/32 to analyze network tones (dial-tone, busy, ring-tone)
for Analog and E1 Dialogic cards. Be aware that PBXpert/32 only
works with analog cards. Refer to the following link for Dialogic
cards compatible with PBXpert/32:
http://resource.intel.com/telecom/support/releases/winnt/pbxpert/Re
lease_Notes.htm.
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Dialogic Software Configuration
Step 1
Connect the analog phone lines from the PBX to the RJ-11 connectors on the back
of the Dialogic card and note the PBX extension numbers of those lines.
Note
There must be at least two ports on the Dialogic card connected to the
PBX in order to run the PBXpert/32 tool.
How to run PBXpert/32 to learn PBX tones
Note
The following procedure is primarily geared towards analyzing tones for analog
cards. When analyzing tones to be used with E1 cards, do not use the toneset.exe
utility. Also, the PBXpert/32 file does not need to be saved. Obtain the values
from PBXpert/32 results for busy, dial-tone, and ring-tone and enter them into the
pdk_sw_e1_luls_io.cdp file. See “How to configure Dialogic driver support for
E1” section on page 3-7 for the location of the E1 tone configuration file and
parameters.
Because there can be differences in the call signaling tones which PBX vendors
use, Dialogic provides the PBXpert/32 tool to “learn” the tones of a particular
PBX. The result of the tone learning process is a tone set file, which is loaded into
the Dialogic Configuration Manager for analog cards. In addition, because the
Outbound Option Dialer uses the Dialogic GlobalCall protocol, these same tones
must be entered into the GlobalCall CDP file. This section describes how to use
the PBXpert/32 tool to tailor the Outbound Option Dialer to a particular PBX.
Note
Perform this configuration only if Dialogic Analog cards are being used.
PBXpert/32 does not run on Dialogic T1 cards.
Before running PBXpert/32, make sure:
•
Dialogic system service is running
•
At least two ports on the Dialogic card are connected to the PBX lines
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Dialogic Software Configuration
Step 1
From the Start menu, select Programs > Dialogic System Software >
PBXpert/32. The PBXpert/32 main window opens and the PBXpert/32 wizard
launches. Click Next to start the tone detection.
Step 2
In the PBXpert/32 Wizard - Step 2 of 10 window, enter the name of the PBX
manufacturer and model. Click Next.
Note
Any arbitrary string can be entered for the manufacturer and model,
which then displays as the tone set file name.
Step 3
Continue clicking Next until the PBXpert/32 Wizard - Step 5 of 10 window
displays. In Line A, enter the PBX extension number for the analog line,
connected to channel 1 on the Dialogic card. Click Next.
Step 4
In the PBXpert/32 Wizard - Step 6 of 10 window, in Line B, enter the PBX
extension number for the analog line, connected to channel 2 on the Dialogic card.
Click Next.
Step 5
In the PBXpert/32 Wizard - Step 7of 10 window, click Next to launch the wizard
auto test.
During the auto test, the wizard dials Line B from Line A and vice versa, to ensure
connectivity.
Step 6
When the line test finishes, the PBXpert/32 Wizard Auto Line window displays.
Click OK.
If the auto line test fails, the most probable cause could be:
•
The PBX extensions for line A and line B are not configured properly.
Note
•
Resolve this problem by consulting the Avaya documentation, then
continue with the configuration.
The PBX lines connected to the Dialogic card are malfunctioning.
Note
Resolve this problem by consulting the Dialogic documentation, then
continue with the configuration.
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Dialogic Software Configuration
Step 7
In the PBXpert/32 Wizard - Step 8 of 10 window, click Next. The Learn Maker
Model Tones window displays and tone detection starts.
Step 8
When tone detection finishes, click Keep Data.
Step 9
In the PBXpert/32 Wizard - Step 9 of 10 window, click Next to launch the wizard
tones test.
Step 10
When the test finishes, the tones that passed testing display a green light next to
their names. Click OK to display the summary of the testing results.
Step 11
In the PBXpert/32 Wizard - Step 10 of 10 window, click Finish. The PBXpert/32
main window displays and the data that was gathered by the wizard displays.
Step 12
Click Save and enter lucent-g3.tsf as the name of the tone file.
In addition, make a note of the frequencies and durations of the detected tones.
These tones must be applied to the GlobalCall CDP configuration file for the
Outbound Option Dialer to work properly.
Step 13
Close the PBXpert/32 main window.
How to run PBXpert/32 to learn network tones
PBXpert is also used to detect central office tones, which the Outbound Option
Dialer uses to place customer calls. In this case, only a single Dialogic port is used
to “learn” the network tones. The Dialogic port places a call to a user-specified
phone number, which is referred to as “manual mode” in PBXpert.
Because of manual mode (not automatic), each tone must be learned individually
by dialing into a phone, which is under user control. For example, to detect a
network busy tone, the Dialogic port must dial into a phone number that is
currently busy. The same applies for a ring tone, dial tone, etc.
Step 1
From the Start menu, select Programs > Dialogic System Software >
PBXpert/32. The PBXpert/32 main window opens and the PBXpert/32 wizard
launches. Press Cancel to exit the wizard.
Step 2
Select Edit > Net Tone Set. PBXpert prompts for a PBX manufacturer and model
number. In this case, we are not detecting PBX tones, so enter a descriptive name
for each item that identifies the file. For this example, enter network for the PBX
manufacturer and tones for the model number.
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Dialogic Software Configuration
Step 3
Click the Settings icon. Within the Dialing tab, click manual mode. This dims
the phone number for line A, since it will be used as the learning channel. Finally,
enter the phone number to dial in the line B phone number field. Make sure any
necessary prefixes are added to the phone number so that it might be reached
properly.
Step 4
Select Tones > Learn. PBXpert prompts for which tones to learn. Select the
desired tones and click OK. (Note that selecting a tone that has already been
learned overwrites the previous tone.) Make sure the called phone number is in
the proper state for whatever tone is being learned. For example, to learn a busy
tone, call a phone which is off the receiver and producing a network busy tone.
Step 5
Learn the remaining tones and save the results in a TSF file. For this example, save
the results in a file called network-tones.tsf.
How to configure the Dialogic driver to use the tone file
After the PBX tones are recognized, the Dialogic driver must be configured to use
the tone file.
Step 1
Open the Dialogic Configuration Manager window and stop the Dialogic service
by clicking Stop. After the Dialogic service stops, a red light displays next to the
Dialogic card name.
Step 2
Select the Dialogic device to be configured, then select Action > Configure.
Step 3
In the Dialogic Configuration Manager - Properties window, select the Files tab.
Step 4
Click Browse next to the parameter box to set the value for the parameter.
Step 5
In the Search File dialog box, select the file saved by PBXpert/32, lucent-g3.tsf.
Click Open.
Step 6
The parameter value displays. Click OK to set the parameter and return to the
Dialogic Configuration Manager window.
Step 7
Start the Dialogic service.
The Dialogic service/drivers are now configured to use the tone file specific to the
PBX.
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Dialogic Software Configuration
How to configure the GlobalCall CDP file
To complete the setup, the “learned” tones must be copied into the na_an_io.cdp
file by running the ToneSet.exe utility. This utility is provided with the Outbound
Option Dialer installation, which automates the process of configuring the CDP
file from the PBXpert output file(s). It is a console application and can be run
from a Command Prompt window. Depending upon the parameters specified
when the utility is executed, ToneSet will either update the PBX tones (tones
which the PBX generates) or the network tones.
Caution
Re-installing GlobalCall overwrites the CDP file. Make a copy of the final version
of the CDP toneset file for safekeeping.
Step 1
To update the PBX tones, open a command prompt window and enter C:\>toneset
/if lucent-g3.tsf /o.
The input TSF file is specified by the /if command line parameter. The
lucent-g3.tsf file was generated by PBXpert in Step 12.
Note
Note that the file is entered without a path name. The file was saved in the
Dialogic DATA directory by PBXpert.
The /o command line parameter indicates that the default analog CDP file will be
updated (na_an_io.cdp). If a different CDP file is desired, enter it with the /of
parameter instead.
When executed, the ToneSet utility makes a backup of the original CDP file and
then updates the tones. The following shows sample output from the ToneSet
utility:
15:01:44 Trace: Backing up original CDP file to
h:\dialogic\dna3~1.3\DIALOGIC\cfg\na_an_io.cdp.bak
15:01:44 Trace: Generating PBX settings in
h:\dialogic\dna3~1.3\DIALOGIC\cfg\na_an_io.cdp
Step 2
To update the network tones, open a command prompt window and enter
C:\>toneset /if network-tones.tsf /network /o.
In this case, we have specified the input file network-tones.tsf with the /if
command line parameter.
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Prerequisites
The /network parameter indicates that we want to modify the network tones in the
CDP file (ToneSet assumes PBX tones by default).
The /o command line parameter indicates that the default analog CDP file will be
updated (na_an_io.cdp).
The following shows sample output from the above command:
15:13:17 Trace: Backing up original CDP file to
h:\dialogic\dna3~1.3\DIALOGIC\cfg\na_an_io.cdp.bak
15:13:17 Trace: Generating NETWORK settings in
h:\dialogic\dna3~1.3\DIALOGIC\cfg\na_an_io.cdp
Note
Note that the trace indicates that the NETWORK settings are being
updated instead of the PBX settings.
Prerequisites
Note
You must have a copy of the ICM Installation Guide for Cisco ICM Enterprise
Edition available in addition to this manual in order to successfully install ICM
software, and then complete the Outbound Option installation and configuration.
This chapter provides information about the Outbound Option installation and
configuration setup. ICM software documentation is available online at
http://www.cisco.com.
Before installing Outbound Option, make sure the hardware and software detailed
in the “Hardware Requirements for Avaya DEFINITY” and “Software
Requirements for Avaya DEFINITY” sections is installed and configured on your
computers.
Hardware Requirements for Avaya DEFINITY
The following sections describe the Avaya DEFINITY hardware requirements
necessary to install and run Outbound Option.
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Prerequisites
Note
Outbound Option only works with Avaya digital sets that support multiple call
appearances: 6408D+ and 8410D.
Dialogic Card Requirements
Dialogic telephony cards are an integral part of Outbound Option. These cards
reserve agents and place customer calls as well as detect voice, signal tones, and
answering machines. Dialogic offers many different types of cards with varying
numbers of ports, bus types, and connection methods. Refer to the Cisco
Intelligent Contact Management Software Release 7.0(0) Bill of Materials
(located on the Cisco web site) for detailed information about required Dialogic
card requirements.
See the “Dialogic Software Configuration” section for instructions on how to
configure the Dialogic software.
ACD Requirements
Refer to the Cisco Intelligent Contact Management Software Release 7.0(0) Bill
of Materials (located on the Cisco web site) for detailed information about ACD
requirements.
How to adjust the Avaya DEFINITY ACD (optional)
Adjust the ACD so the agent is placed in WrapUp state when a customer call
finishes.
Step 1
In the agent configuration area on the switch’s administrator terminal, open the
Class of Restrictions window.
Step 2
Set the Direct Agent Calling option to either of the following:
•
Y: Allow agents to enter wrap-up data after the call is complete. When set to
Y, customer calls are queued on the phone prior to transfer instead of using a
second phone line.
•
N: Agents cannot enter wrap-up data and are ready immediately.
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Prerequisites
Note
Step 3
See the DirectAgentDial setting in the “Dialer Registry Settings” section
in Appendix A, “Registry Settings,” for more information.
E1 card users must perform the following additional steps:
•
In the digital stations assigned to the E1 card, open the Class of Restriction
window.
•
Set the Direct Agent Calling option to either of the following:
– Y: Allows agents to enter wrap-up data after the call is complete. When
set to Y, customer calls are queued on the phone prior to transfer instead
of using a second phone line.
– N: Agents cannot enter wrap-up data and are ready immediately.
How to enable event minimization on the Avaya DEFINITY ACD (required)
Step 1
Go to the station configuration form for the ASAI ports.
Step 2
On page 2, set the Event Minimization to Y.
Note
Configure either the Digital or Analog settings in the following instructions.
How to configure the DS1 Circuit Pack (Digital-T1)
Step 1
Open the Configuration screen on the DS1 Circuit Pack.
Step 2
Configure the following settings:
•
Line Coding: ami-zcs
•
Framing Mode: d4
•
Signaling Mode: robbed-bit
•
Bit Rate: 1.544
•
Line Compensation: 1
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Prerequisites
•
Interface Companding: mulaw
•
Idle Code: 11111111
•
Slip Detection: n
•
Near-end CSU Type: other
How to configure the DS1 Circuit Pack (Digital-E1)
Note
The DS1 card used on the Avaya DEFINITY ACD might contain a switch pack on
the back of the card. There are two switches on this switch pack: one switch is for
the 24 or 32 channel (T1 or E1) and the other switch is for 75 or 120 ohms. Set
the switches to a 32 channel E1 and 75 ohms, respectively. (The DS1 card used to
test E1 compatibility was TN464F DS1.)
Step 1
Open the Configuration screen on the DS1 Circuit Pack.
Step 2
Configure the following settings:
•
Line Coding: hdb3
•
Signaling Mode: CAS
•
Bit Rate: 2.048
•
Interconnect: PBX
•
Interface Companding: alaw
•
Idle Code: 11111111
•
Country Protocol: 5
•
CRC? Y
•
Slip Detection: n
•
Near-end CSU Type: other
How to configure the T1/E1 station (Digital)
Create and assign new stations to each Dialogic port for the T1/E1 station.
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Prerequisites
Step 1
Open the Station Configuration screen.
Step 2
Configure the settings.
Note
The parameters shown below are samples. Configure the settings to suit
your needs.
•
Extension: Assign a continuous set of extensions, such as 6401, 6402, 6403
•
Type: DS1FD
•
Port: Use the DS1 card and port
•
Lock Messages: n
•
Security Code: Leave blank
•
Coverage Path 1: Leave blank
•
Coverage Path 2: Leave blank
•
Hunt To Station: Leave blank
•
BCC: 0
•
TN: 1
•
COR: 1
•
COS: 1
•
Tests: y
•
Off Premise Station: y
•
R Balance Network: n
How to configure an Analog station
Note
The Avaya DEFINITY uses the TN746B when connecting to a Outbound Option
Dialer using Analog Dialogic cards.
Create and assign new stations to each Dialogic port for the Analog station.
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Prerequisites
Step 1
Open the Station Configuration screen.
Step 2
Configure the following settings:
•
Extension: Assign a continuous set of extensions, such as 6401, 6402, 6403
•
Type: 2500
•
Port: Use the Analog line card and port
•
Lock Messages: n
•
Security Code: Leave blank
•
Coverage Path 1: Leave blank
•
Coverage Path 2: Leave blank
•
Hunt To Station: Leave blank
•
BCC: 0
•
TN: 1
•
COR: 1
•
COS: 1
•
Tests: y
•
Off Premise Station: y
•
R Balance Network: n
How to configure TTR (Touch Tone Resource) on Avaya DEFINITY ACD (optional)
Each time either an analog or digital terminal begins to make a call on the switch,
a TTR (Touch Tone Resource) is connected to that device in order to interpret
which digits are being dialed on that terminal. The TTRs service the entire switch,
both inbound and outbound traffic. These TTR resources are only in effect during
call setup time, so all talking calls will not be using these resources.
There are a finite number of TTR resources on the switch, determined by the
number of tone detector/tone clock circuit packs installed on the switch, which the
configuration of the number of TTRs must match. The TN748 and the TN2182B
cards are known to provide TTR resources.
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Prerequisites
For example, if Outbound Option attempts to dial 21 simultaneous calls while the
DEFINITY only has 20 available TTRs, then one of the outbound calls might not
receive a dial tone. To fix this problem, either add additional TTRs to the
DEFINITY or modify the following Outbound Option Dialer registry entries:
•
PortThrottleCount = 20 (only allow 20 simultaneous calls)
•
PortThrottleTime = 1 (wait 1 second after 20 calls have been initiated before
initiating more calls)
How to configure Agent Auto Answer on Avaya DEFINITY ACD (optional)
Enable the Agent Auto Answer option on a DEFINITY switch using the
following configuration options:
•
Page 2 of 4 of the Station Configuration form: Auto Answer = ALL (ACD
might also be valid)
•
Page 1 of 1 of the Agent Configuration form: Auto Answer = ALL (ACD
might also be valid)
If the above features are enabled, the Outbound Option Auto Answer option must
be disabled by unchecking the Auto Answer Reservation Call checkbox on the
Skill Group Selection tab in the Outbound Option Campaign Configuration
Component. However, if customer calls are not auto-answered on agent phones
then Outbound Option auto answer must be enabled for the appropriate skill
groups monitored by Outbound Option.
It is also possible to enable hands-free answer on an agent’s phone. For this
configuration, disable the Outbound Option Auto Answer option.
Note
If the agent’s phone and Outbound Option are both configured for auto answer,
then a large percentage of Outbound Option reservation calls will fail.
Refer to Cisco ICM Software ACD Supplement for DEFINITY for specific
information on configuring a DEFINITY PG and making any necessary
adjustments to the DEFINITY ACD configuration. The ICM Installation Guide
for Cisco ICM Enterprise Edition describes how to add a Peripheral Interface
Manager (PIM) for each peripheral associated with a PG. ICM software
documentation is available online at http://www.cisco.com.
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Upgrade Instructions
Software Requirements for Avaya DEFINITY
Refer to the Cisco Intelligent Contact Management Software Release 7.0(0) Bill
of Materials, located on the Cisco web site, for detailed information about the
Outbound Option software requirements.
Upgrade Instructions
To use Outbound Option with ICM 7.0(0), you must upgrade to ICM 7.0(0). As
part of this upgrade procedure, you must recreate the Oubtound Option private
database and reimport your data, then add the dialed number in each skill group.
Note
Important! The Dialer must be upgraded at the same time as the ICM Central
Controller.
Refer to the ICM Upgrade Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions for detailed upgrade instructions. See http://www.cisco.com for the
complete set of ICM manuals.
Deployment Guidelines
Before configuring Outbound Option, if you are installing multiple dialers on the
same PG, make sure they all have the same number of ports. This will ensure
proper skill group balancing.
Note
Refer to the Cisco IP Contact Center Solutions Reference Network Design Guide
for detailed deployment guidelines.
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Avaya DEFINITY Configuration Setup
Avaya DEFINITY Configuration Setup
Note
Refer to the ICM Configuration Guide for Cisco ICM Enterprise Edition for
detailed information about configuring ICM software for integrated applications
using the ICM Configuration Manager.
Required Components for Outbound Option on Avaya DEFINITY
The following components are required for Outbound Option on Avaya
DEFINITY:
•
Avaya DEFINITY PG
•
CTI Server
•
CallRouter
•
Logger
•
Admin Workstation
•
Dialer
After installing ICM software, prepare the Dialogic card and configure Outbound
Option, including:
•
Configuring skill groups
•
Setting up peripheral monitor stations and services
•
Enabling system variables
Using ICM software configuration applications located on the Admin
Workstation, do the following procedures.
Note
Refer to the ICM Configuration Manager online help for detailed information
about using the ICM Configuration Manager’s Explorer and List tools. Refer to
the ICM Script Editor online help for detailed information about using ICM Script
Editor to route calls to/from Outbound Option skill groups.
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Avaya DEFINITY Configuration Setup
How to install/configure ICM software for Outbound Option on Avaya DEFINITY
Note
The following steps involve an installation procedure on a machine that does not
have ICM software already installed. If any ICM software components are already
installed on the machine, you do not need to install a second copy of those
components.
If you plan to use Cisco Security Agent, which Cisco highly recommends, you
must always use the default directories when installing any software on a server.
You need not choose the default disk drive if an option is available (for example,
C: or D:), but you must use default directories.
Outbound Option is not available for configuration using the System IPCC
application; therefore, Outbound Option must be configured using the following
instructions.
Caution
You must complete every step in these instructions in order to configure Outbound
Option properly.
Step 1
Map each station (created in the previous section) to a Dialogic port in the Port
Map Selection tab in the Outbound Option Dialer component window.
Note
Step 2
For detailed instructions about mapping ports, see the online help for the
Dialer component.
Set up the database configuration for the SQL Server setting.
a.
Open the SQL Server Enterprise Manager.
b.
Right-click the <cust instance_baA> Outbound Option database.
c.
Select the Properties menu option. The Properties dialog box displays.
d.
Click the Data Files tab.
e.
Validate that the Automatically grow file checkbox is not checked.
f.
Click the Transaction Log tab.
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Avaya DEFINITY Configuration Setup
g.
Validate that the Automatically grow file checkbox is not checked.
h.
Click the Options tab.
i.
Set the Recovery Model to Simple.
j.
Click OK.
Step 3
Use the PG Explorer tool in the ICM Configuration Manager application to create
a PG for the switch.
Step 4
Use the Monitor tab in the PG Explorer tool to add a Vector Directory Number
(VDN) for each skill group to be monitored.
Step 5
Use the Monitor tab in the PG Explorer tool to add station IDs assigned to each
Dialogic port.
Step 6
Use the Monitor tab in the PG Explorer tool to add station IDs for each agent.
Step 7
Use the Skill Group Explorer tool in the ICM Configuration Manager application
to create the skill group(s) that Outbound Option will monitor.
Note
The maximum number of skill groups allowed per PG is 20.
Step 8
Use the Service Explorer tool in the ICM Configuration Manager application to
create service(s) that Outbound Option reserves agents through.
Step 9
Use the Advanced tab in the Service Explorer tool to specify a VDN in the
Extension field that Outbound Option uses to dial and connect to agents.
Note
Only a single skill group can be associated with the service for the
outbound calls.
Step 10
Use the System Information tool in the ICM Configuration Manager application
to enable the Expanded Call Context (ECC) Variable.
Step 11
Use the Expanded Call Variable List tool in the ICM Configuration Manager
application to enable each variable.
Step 12
Use the ICM Script Editor application to create an administrative script for each
skill group to control the OutboundControl variable and the skill group
reservation percentage. The Outbound Option Dialer looks for this variable to
understand each skill group’s mode.
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Avaya DEFINITY Configuration Setup
Supply the following outbound control values in the script for each skill group:
•
INBOUND
•
PREDICTIVE_ONLY
•
PREDICTIVE_BLENDED
•
PREVIEW_ONLY
•
PREVIEW_BLENDED
•
PREVIEW_DIRECT_ONLY
•
PREVIEW_DIRECT_BLENDED
•
PROGRESSIVE_ONLY
•
PROGRESSIVE_BLENDED
Note
If the administrative script which sets the OutboundControl variable or
reservation percentage is running, but the modes/percentages are not
being updated at the Dialer, do the following:
– Make sure that the skill being controlled is the base skill, and not the
primary or secondary skills. Although agents may be logged into just the
primary or secondary skill, always set the OutboundControl variable on
the base skill.
– Verify that the OutboundControl variable mode is spelled correctly.
Step 13
Use the ICM Script Editor to create an administrative script for each skill group
to control the OutboundPercent variable. This controls the percentage of agents,
which are logged into a particular skill group, which is used for outbound dialing.
For example, if there are 100 agents logged into skill group N, and the
OutboundPercent variable is set to 50%, 50 agents would be allocated for
outbound dialing.
Note
This variable does not allocate specific agents for outbound dialing, just
a total percentage.
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Avaya DEFINITY Configuration Setup
The following diagram displays a very simple administrative script where both the
OutboundControl variable and the outbound percentage are set for a skill group.
A script in a production call center would typically be more complex, perhaps
changing these variables due to time of day or service level. (Refer to the ICM
Script Editor online help for detailed information about using ICM Script Editor.)
Step 14
If you are running Outbound Option with CTI OS, do the following to add
Outbound Option ECC variables to CTI OS:
a.
Rename the c:\icm\<cust instance>\ctios\blendedagent_addecc.reg.txt file to
blendedagent_addecc.reg.
b.
Double-click on the blendedagent_addecc.reg file to add the Outbound
Option ECC variables to CTI OS.
c.
In the Node Manager, restart the CTI OS service.
d.
Restart all CTI OS Desktop clients to download the new ECC variables.
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Installing Outbound Option
Configuring General System Time Options
To comply with regulations concerning what time contacts might be called,
specify the General System Time options. This time range entered here applies to
all campaigns which the Outbound Option system will run, and supercedes any
individual campaign time ranges. This guarantees that a contact is not called
before or beyond a particular time. Outbound Option automatically converts the
times specified to the contact’s local time.
To configure the system time options, double-click the Outbound Option System Options option from the drop-down list. Enter the values as shown and
click OK to save the changes.
Installing Outbound Option
After installing ICM software and configuring it for Outbound Option, install the
Outbound Option application.
Note
Make sure Outbound Option is installed on LoggerA of the ICM Central
Controller.
The installation process consists of installing:
•
Outbound Option Configuration Components on the Admin Workstation
•
Outbound Option on the ICM Logger, which includes installing:
– Campaign Manager
– Outbound Option Import
•
Outbound Option on the Dialer (installed adjacent to each PG)
How to install Outbound Option Configuration Components
Step 1
Run SETUP.EXE from the ICM CD-ROM.
Step 2
Click Add in the Instance Components section. The ICM Component Selection
window displays.
Step 3
Click Admin Workstation. The Admin Workstation Properties window displays.
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Installing Outbound Option
Step 4
Accept the defaults by clicking Next.
Step 5
Continue clicking Next in each of the following dialog boxes.
Step 6
In the Admin Workstation Client Properties dialog box, click the Outbound
Option Support option.
Note
Important! If this option is not checked, the Outbound Option
Configuration Components will not display in the ICM Configuration
Manager.
Step 7
Click Next.
Step 8
Click Finish in the last dialog box to exit Setup.
How to install Outbound Option on the ICM Logger
Step 1
Run SETUP.EXE from the ICM CD-ROM.
Step 2
Click Logger, then click Edit in the Instance Components section. The Logger
Properties window displays.
Step 3
Select the appropriate options in this window. Make sure the Standard Logger
Type option is selected.
Note
Refer to the ICM Configuration Guide for Cisco ICM Enterprise Edition
for detailed information about the options in this window.
Step 4
Click Next. The Logger Component Properties window displays.
Step 5
Select the Outbound Option Enabled option and then click Configure. The
Outbound Option Configuration dialog box displays.
Step 6
Enter the SQL server name and the number of connection checks (heartbeats) in
milliseconds (default is 500) from Outbound Option Import to Campaign
Manager.
Step 7
Click OK.
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Installing Outbound Option
Click Next in each of the following dialog boxes. Click Finish in the last dialog
box to exit Setup.
How to install Outbound Option on the Dialer
Step 1
Run SETUP.EXE from the ICM CD-ROM.
Step 2
Click Add in the Instance Components section. The ICM Component Selection
window displays.
Step 3
Click Dialer. The Dialer Properties window displays.
Step 4
Select the IP Dialer option, then click Next.
Step 5
Enter the following information:
•
Outbound Option server: The host name or IP address of the Outbound
Option server (machine where the Outbound Option Campaign Manager
resides).
•
CTI server A: The host name or IP address of the machine that has side A of
CTI Server installed.
•
CTI server port A: The port number the dialer uses to interface with CTI
Server side A.
•
CTI server B: For duplexed installations, the host name or IP address of the
machine that has side B of CTI Server installed.
•
CTI server port B: The port number the dialer uses to interface with CTI
Server side B.
•
Heart beat: Number of times, in milliseconds, the dialer checks its connection
to the CTI Server. (The default value is usually acceptable.)
Click Next in each of the following dialog boxes. Click Finish in the last dialog
box to exit Setup.
Step 6
Optionally, open the Dialer registry in
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\cust1\Dialer and set the OverrideNetworkTones registry entry to 1 and
the TimeToWaitForNetworkEstablished registry entry to 2. Setting the registry
entries to these values allows Outbound Option to bypass products, such as
TeleZapper, that simulate invalid number/out-of-service tones.
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Creating a Private Outbound Option Database
Note
Step 7
Refer to Appendix A, “Registry Settings,” for a detailed description of the
OverrideNetworkTones Dialer registry entry.
If the Dialer is installed in a location outside the U.S., change the following
registry entry to a blank string:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\<customer instance name>\Dialer\LongDistancePrefix
Creating a Private Outbound Option Database
Before using Outbound Option, estimate the size of the Outbound Option private
databcase and then create it using ICM’s ICMDBA tool.
Refer to the ICM Administration Guide for Cisco ICM Enterprise Edition for
detailed information about the ICMDBA tool.
How to estimate the size of a private Outbound Option database
Step 1
Step 2
Collect the following information:
•
What is the size, in bytes, of each customer record in the import file? If it is
less than 128 bytes, use 128. (The size of a record cannot be less than
128 bytes.) (RecordSize)
•
How many records will be imported? (RecordCount)
•
Will new imports replace or append records already imported?
•
How many do-not-call records will the system contain at any one time?
(DoNotCallCount)
Estimate the contact table size using one of the formulas below:
•
If imports are usually overwrite imports: Do not change record count
•
If imports are usually append imports: RecordCount = total number of rows
that will be kept in a customer table at any one time
contact-table-size = RecordSize * RecordCount * 1.18
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Creating a Private Outbound Option Database
Step 3
Estimate the dialing list table size using one of the formulas below:
•
If imports are usually overwrite imports: RowCount = number of rows
imported * 1.5 (50% more rows will be inserted into the dialing list than
imported)
•
If imports are usually append imports: RecordCount = total number of rows
that will be kept in all customer table at any one time * 1.5
dialing-list-table-size = rows in dialing list * 128 bytes * 2.26
Step 4
Estimate the do-not-call table size using this formula: do-not-call-data-size = total
number of rows that will be kept in the do-not-call table at any one time * 64 bytes
* 1.18 (this is the index multiplier, meaning that 18% more space is required for
the index).
Step 5
Calculate the database size using this formula: contact-table-size +
dialing-list-table-size + do-not-call-table-size.
Estimating Database Size
Outbound Option uses the ICMDBA tool’s Estimate Database function to
estimate database size. Use this tool to determine the amount of space needed for
the Outbound Option private database to provide for importing and merging all
customer records.
The ICMDBA tool is included with ICM software and is located in the \icm\bin
directory. This tool provides a central utility to manage ICM database
administration. Use this tool to:
•
Estimate size and bandwidth requirements for databases.
•
Create, edit and delete central databases, local databases, and historical
database for installed ICM customers.
•
Resize database devices.
•
Recreate a database.
•
Import/export data to/from databases.
•
View database properties.
In addition to these tasks, use the ICMDBA tool to start or stop a server, and to
do some limited SQL server configuration.
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Outbound Option System Setup on Avaya DEFINITY ACD
Creating a Private Outbound Option Database
Refer to the ICM Administration Guide for Cisco ICM Enterprise Edition for
information about the ICMDBA tool.
How to create a private Outbound Option database using ICMDBA
Step 1
Start ICMDBA by entering ICMdba in Microsoft Window’s Run dialog box or
command window.
Step 2
Select Database > Create (or click the right mouse button and select Create).
Step 3
In the Create Database window, enter the following information for the database:
Database Type. Specify the Outbound Option database type.
ICM Type. Specify whether this is a Standard, NAM, or CICM (Customer ICM)
system.
Region. Specify regional information for UK, N.America, France, or Australia.
Partitions. If partitioning is enabled, check this box and specify the maximum
number of partitions allowed for the customer (1 through 5).
Step 4
Click Add Device. This button invokes the Add Device window.
Use this window to create a new data device and log device for the Outbound
Option database. Specify the disk drive letter and size in megabytes for each new
device. Click OK to create the device.
If necessary, you can later edit the device to change storage size, or remove a
device, using the Expand Database function.
When finished adding the devices, click OK to return to the Create Database
window.
Step 5
When you have finished entering information in the Create Database window,
click Create to close the window and create the database.
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4
Verifying the Installation
This chapter provides a series of verification steps to determine if the system has
been configured properly. These steps are designed to pinpoint any problems that
might exist in the setup before actually attempting to deploy the Dialer. If
problems occur while using this product, please refer to this process before
contacting Cisco Technical Support.
Note
This chapter assumes that the Outbound Option application is installed and at
least one Dialer has been configured along with its associated port map. This
chapter also assumes that the Dialer port map has been exported and configured
on CallManager using the BAT tool (if using IPCC Enterprise).
Verifying Critical Configuration Steps
Verify the following:
Note
•
In the Dialer Configuration Component, click the Port Map Selection tab and
ensure the Dialer is assigned to a CallManager PG.
•
Verify that the CallManager Call Waiting option is enabled on all agent
phones. (CallManager Release 4.0(0) and later users do not need to enable
this option since it’s enabled by default.)
See Chapter 2, “Outbound Option System Setup on Cisco IP Contact Center
Enterprise and Cisco System IPCC,” for detailed information about these items.
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Verifying the ACD/CallManager Connectivity
Verifying the ACD/CallManager Connectivity
First, verify that each Dialer is able to place calls on the ACD (for a TDM
installation) or CallManager (for an IPCC Enterprise installation). A diagnostic
utility, DialogicTest, is installed on the Dialer machine in the \icm\bin directory.
From the \icm\bin directory, execute DialogicTest as follows.
How to verify connectivity on TDM installation
Step 1
For a TDM installation, simply type DialogicTest and press Enter.
Note
The Outbound Option IP Dialer must be shut down before running
DialogicTest.
How to verify connectivity on IPCC Enterprise installation
For an IPCC Enterprise installation, determine the Dialer’s peripheral ID before
executing the DialogicTest utility. This value can be obtained from the Dialer
table stored in the Side A database of the ICM Logger. Using SQL query analyzer,
run the following query on the Side A database:
Select * from Dialer
Match the DialerName column with the Dialer that is being configured and note
the peripheral ID (stored in the DialerID column). This ID will be used when
launching DialogicTest.
Caution
Step 1
The Outbound Option IP Dialer must be shut down before running DialogicTest.
From the \icm\bin directory on the Dialer, type the following to run the
DialogicTest utility:
Dialogictest softphone <number of ports in the Dialer port map>
<CallManager name or IP address> <dialer ID> <starting channelID>
<custname>
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Verifying the ACD/CallManager Connectivity
where:
•
The CallManager name or IP address indicates the CallManager TFTP server
machine.
•
The dialer ID is the numeric identifier obtained above from the Dialer table.
•
The starting channel ID indicates the first port ID in the Dialer (usually 0).
This creates simulated Dialer ports based on the port map configuration.
•
The custname is the ICM customer name.
The following example displays the command syntax and the output log
messages.
Step 2
Choose a phone station on the ACD (or CallManager for IPCC Enterprise) which
has a “caller ID” display and note its phone number. This phone station is called
to validate connectivity between the Dialer and the station. Using DialogicTest,
dial this station using the following syntax:
>d 0 <station #> 30
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Verifying the ACD/CallManager Connectivity
where d is the abbreviation for “Dial,” 0 is the first channel in the port map, station
# is the actual number to reach the phone station, and 30 represents the amount of
time DialogicTest attempts to ring the phone station. For example, to dial station
51001, the command would be >d 0 51001 30.
The following example displays the command syntax and the output log
messages.
This syntax causes the phone station to ring and display the calling number, which
is the station identifier of the first port in the Dialer port map. Answer the phone
station and speak into the receiver. The DialogicTest utility notes that voice was
detected. If the phone does not ring, the Dialer does not have basic connectivity
with the switch and will not work properly. Refer to the Outbound Option User
Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for help in
determining where the problem occurs.
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Verifying the Dialer Port Map Configuration
Verifying the Dialer Port Map Configuration
Now that basic connectivity has been verified, it is important to verify that the port
map which was configured in the ICM configuration matches the configuration of
the switch (or CallManager for IPCC Enterprise). The DialogicTest utility is again
used for this process.
Caution
The Outbound Option IP Dialer must be shut down before running DialogicTest.
How to verify the Dialer port map configuration
Step 1
Beginning with the first port of the port map (channel 0 in DialogicTest), dial the
phone station used for testing above and verify that the calling number displayed
on the station matches the first port configured in the Dialer port map in ICM
software.
For example, to dial station number 1234, use the following command:
>d 0 1234 30
Step 2
Hang up this channel by typing >h 0 and move to the next channel (channel 1) and
dial the phone station again, similar to the following:
>h 0
>d 1 1234 30
Verify that the calling number shown on the station matches the station number
configured in the ICM Dialer port map.
Step 3
Hang up this channel by typing >h 1 and move to channel 2. Continue this
procedure for the entire port map to verify that the station numbers configured in
ICM software match the actual numbers on the switch. If there is a mismatch in
this configuration, the Dialer will not work properly.
If this is an IPCC Enterprise configuration and the BAT tool was used to configure
the devices on CallManager, it is satisfactory to test only a few ports in the range.
If the Dialer is connected to the switch using an Analog link, each port must be
tested as it is possible to mis-wire this connection for a small number of ports,
which creates problems in the Dialer that are difficult to find.
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Verifying the VDN / Script Selector Configuration
Verifying the VDN / Script Selector Configuration
Outbound Option places agents in the Reserved state prior to using them for an
outbound call. The Dialer does this by either dialing the dialed number in a TDM
installation or using the dialed number to route to an agent in an IPCC Enterprise
installation. The following describes how to verify if this mechanism is working
properly for both a TDM installation and an IPCC Enterprise installation.
How to verify VDN/script selector configuration on TDM installation
When a Outbound Option Dialer is installed in a TDM environment, the Dialer
uses the dialed number to reach the longest available agent in a particular skill
group. The dialed number maps to the VDN on the ACD.
Step 1
Log an agent into a skill group that will participate in an outbound campaign and
make the agent available. (Note the dialed number, which was configured in the
Skill Group Selection tab in the Campaign Configuration Component.) If a
different dialed number will be used for predictive and preview calls, make sure
to verify both dialed numbers.
Step 2
Using the DialogicTest utility (or another non-agent phone station), dial the dialed
number. The logged-in agent phone station rings. If the phone does not ring, refer
to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC
Hosted Editions to determine where the problem occurs.
How to verify VDN/script selector configuration on IPCC Enterprise installation
When a Outbound Option Dialer is installed in an IPCC Enterprise environment,
the Dialer uses the dialed number to make routing requests through the Media
Routing (MR) Peripheral Gateway. The following verification steps assume that
all the appropriate configuration and routing script generation has already been
performed.
Step 1
Log an agent into a skill group that will participate in an outbound campaign and
make the agent available. (Note the dialed number, which was configured in the
Skill Group Selection tab in the Campaign Configuration Component.) If a
different dialed number will be used for predictive and preview calls, make sure
to verify both dialed numbers.
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Verifying Reservation Call Answering
Step 2
Run the ICM Script Editor application and select the Call Tracer utility from the
Script > Call Tracer menu. Select the routing client associated with the MR PG
and choose the Dialed Number. Press the Send Call button to simulate a route
request and note the results. If a label was returned for the agent who was logged
in above, the routing script is working properly and the Dialer will be able to
reserve agents through this script. If a label is not returned while running this
script, refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise
& IPCC Hosted Editions to determine where the problem occurs.
Verifying Reservation Call Answering
As described above in the “Verifying the VDN / Script Selector Configuration”
section, Outbound Option places agents into a Reserved state by either calling a
VDN (TDM installation) or making routing requests and subsequent calls to an
agent phone station (IPCC Enterprise installation). These calls are typically
automatically answered by the Outbound Option Dialer without agent
intervention. However, there might be times when it is desirable to have the
agent’s phone auto-answered directly by the ACD (or CallManager). For
Outbound Option to function properly, only use one of these methods to answer
the agent phone, not both.
How to verify auto-answer settings in TDM installation
Step 1
Log an agent into a skill group, put them in the Ready state, and place a call to the
VDN. If the agent phone automatically answers this call, disable the Auto-Answer
reservation call setting, which is configured in the Skill Group Selection tab of the
Campaign Configuration Component. This setting is configured for each skill
group, so make sure it is disabled for any skill group where the agent phone
auto-answered the above call.
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Verifying Call Events
Verifying Call Events
The Outbound Option Dialer receives call events from the CTI Server to monitor
the status of each call, which originates at a Dialer port. In a TDM environment,
these Dialer ports must be configured in the Peripheral Monitor tab of the PG
Explorer tool in the ICM Configuration Manager in order to receive these events.
In an IPCC Enterprise configuration, Dialer ports are monitored in a different
manner and are automatically configured when a Dialer port map is created.
How to verify Dialer ports configuration
Step 1
Turn up tracing on the CTI Server process (EMSTraceMask = 0xf8) by changing
the Registry value. The location in the Registry varies depending upon customer
instance and node name. The following example shows the correct registry path
for customer name “cust1” and node name “CG1A:”
ICM\cust1\CG1A\EMS\CurrentVersion\library\processes\ctisvr\EMSTrace
Mask = 0xf8
Step 2
Using the DialogicTest utility described above, place a call to a phone station as
follows:
>d 0 <station #> 30
Step 3
Verify that the CTI Server window displays a CSTA_SERVICE_INITIATED
event for this call. An example of a CSTA_SERVICE_INITIATED event is shown
below. (Note that this call originated at port 8000 (the value after the decimal
point for the “initiatedConnection” field), which is the station number for the first
port on this example Dialer.)
10:53:54 Trace: CSTA_SERVICE_INITIATED initiatedConnection=16800721.8000(s)
localConnectionInfo(1)=CS_INITIATE cause=-1
10:53:54 Trace:
Line=0
LineType=LINETYPE_UNKNOWN Service=-1(-1)
10:53:54 Trace:
SkillGroup=-1(-1)
AgentExtension=8000
Repeat this process for different Dialer ports to ensure that they are properly
configured in the Peripheral Monitor tab in the ICM Configuration Manager.
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Verifying Skill Group Monitoring
Verifying Skill Group Monitoring
The Outbound Option Dialer obtains real-time skill group information from CTI
Server for each skill group it is monitoring. The monitored skill groups are
configured in the Skill Group Selection tab of the Campaign Configuration
Component. It is important to verify that the skills monitored here are the BASE
skill groups and not sub-skill groups (.pri or .sub as a suffix to the skill group).
This is enforced in ICM Release 5.0 and later, but previous releases of ICM
software allowed sub-skill groups to be configured here.
Verifying the Database Configuration
Verify that the database configuration was set up for the SQL Server setting.
Step 1
Open the SQL Server Enterprise Manager.
Step 2
Right-click the <cust instance_baA> Outbound Option database.
Step 3
Select the Properties menu option. The Properties dialog box displays.
Step 4
Click the Data Files tab.
Step 5
Validate that the Automatically grow file checkbox is not checked.
Step 6
Click the Transaction Log tab.
Step 7
Validate that the Automatically grow file checkbox is not checked.
Step 8
Click the Options tab.
Step 9
Set the Recovery Model to Simple.
Step 10
Click OK.
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Verifying the Database Configuration
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5
Installing the Cisco CTI Controls
This chapter describes the installation process for the Cisco CTI controls. It also
describes the Cisco CTI Toolkit Outbound Desktop (Win32) for IPCC Enterprise.
Outbound Option works with two CTI applications that offer different
functionality:
•
“Outbound Option Integration with CTI OS”: The CTI OS component
provides an object-based interface to the CTI Server using the COM and C++
interfaces. These interfaces permit development of agent desktop
applications that inteface with ICM software.
Note
•
The CTI OS interface is the preferred method of writing desktop
solutions.
“Outbound Option Integration with CTI Toolkit (GeoDCS)”: The Desktop
Control Server (DCS) provides a simple CTI interface via ActiveX controls
that permits third party developers to write agent desktop applications that
can interface with ICM software.
Note
GeoDCS is a legacy interface. The preferred interface for writing
agent desktop solutions is CTI OS.
Perform the following procedures to install CTI controls to support Outbound
Option on the desktop.
Refer to the CTI documentation available online at http://www.cisco.com.
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Outbound Option Integration with CTI OS
Outbound Option is fully compatible with the CTI OS CIL library and the CTI
Toolkit Agent Desktop (Win32). While there are no Outbound Option-specific
controls available for the CTI Toolkit Agent Desktop (Win32), a sample CTI OS
Desktop (known as the “Cisco CTI Toolkit Outbound Desktop (Win32)”), which
supports Outbound Option, is shipped with the product (located in <Drive
Letter>:\Program Files\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32
CIL\Samples\CTI Toolkit Outbound Desktop). In addition, the standard CTI
Toolkit Agent Desktop (Win32) can be modified to display all Outbound Option
ECC variables in the call variable grid.
Note
Be aware that CTI OS Release 7.0(0) and greater uses CTI Protocol 11. As a
result, there are a few more CTI fields available in CTI OS (for example, call type,
CampaignID, and QueryRuleID).
When installing, make sure you install the CTI OS Client and select the CTI
Toolkit SDK and the Win32 checkboxes in order to access the CTI Toolkit
Outbound Desktop (Win32) sample. (See “How to install the CTI Toolkit
Outbound Desktop (Win32)” for more details.)
Refer to the CTI OS System Manager’s Guide for Cisco ICM/IPCC Enterprise &
Hosted Editions for information about adding ECC variables to CTI OS. Refer to
the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted
Editions for a sample .REG file which creates the appropriate Outbound Option
ECC registry entries. (This registry file must be edited and run on the CTI OS
server.)
Once the Outbound Option ECC variables have been added to the standard CTI
Toolkit Agent Desktop (Win32), the values can be set through the grid. (Refer to
the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted
Editions for a description of each ECC variable.)
CTI Toolkit Outbound Desktop (Win32)
The CTI Toolkit Outbound Desktop (Win32) is a duplicate of the standard CTI
Toolkit Agent Desktop (Win32), but contains additional buttons (five Preview
buttons and a Callback button) and a status text box. In addition, Outbound
Option-specific call variables (CustomerPhoneNumber and
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CustomerAccountNumber) and ECC variables (BAAccountNumber, etc.) display
on the desktop grid. (Refer to the Outbound Option User Guide for Cisco
ICM/IPCC Enterprise & IPCC Hosted Editions for more information.)
•
The Preview buttons, Accept, Skip, Skip-Next, Skip-Close, Reject, and
Reject-Close, are enabled at the appropriate time of a Preview call, and allow
an agent to accept, skip, or reject the current customer.
Note
The Reject-Close, Skip-Next, and Skip-Close buttons are only
available on the CTI OS Desktop, not on the GeoDCS Desktop.
•
The Callback button is used by an agent to request a callback by the
Outbound Option Dialer at a specific time and number. Based on the
Outbound Option campaign settings, the callback might be for that specific
agent or for any agent in that skill group.
•
The status text box indicates the current Outbound Option mode in use for a
particular call.
See “How to install the CTI Toolkit Outbound Desktop (Win32)” for installation
details.
Refer to the CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions for detailed information about how to develop CTI-enabled applications
with CTI OS.
How to cancel a reservation call
Note
Step 1
These instructions only apply to CTI OS. The CTI Toolkit ActveX Controls
(GeoDCS-based) are still available.
For Preview modes, cancel the reservation call by clicking the Reject button.
Observe the following guidelines:
•
If the agent is going on break, make sure the agent clicks the Not Ready
button prior to clicking the Reject button; otherwise, the agent will be
re-reserved almost immediately after clicking the Reject button.
•
If the agent has already clicked the Accept button, then the agent must click
the Hang Up button to drop the reservation call.
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•
When a Preview reservation call ends, the Dialer also ends the customer call.
•
In Predictive/Progressive modes, if other agents are available, or the Abandon
to IVR route point is configured, the customer call continues.
For Predictive mode, cancel the reservation call by clicking the Not Ready button
and then hang up the reservation call.
How to install the CTI Toolkit Outbound Desktop (Win32)
Step 1
Install CTI OS Client and make sure the CTI Toolkit SDK and the Win32
checkboxes are selected.
Note
Step 2
Refer to the CTI OS System Manager’s Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions for detailed information about installing
the CTI Toolkit SDK.
Access the CTI Toolkit Outbound Desktop (Win32) from the following location:
<Drive Letter>:\Program Files\Cisco Systems\CTIOS Client\CTIOS
Toolkit\Win32 CIL\Samples\CTI Toolkit Outbound Desktop
Step 3
Double-click the CTIOSOutOptSSoftphone.exe file. The CTI Toolkit Outbound
Desktop (Win32) displays.
Callback Dialog Box
An agent can schedule a callback (either in Preview or Predictive mode) at any
time during a call or while in the wrap-up state after a call is completed (if
wrap-up is enabled). Depending upon the Outbound Option campaign settings, a
Personal Callback or a regular callback can be scheduled. The Callback button is
enabled when the customer call is transferred to the agent desktop. A Callback
dialog box displays with the callback information, similar to that shown in
Figure 5-1.
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Figure 5-1
Callback Dialog Box
The Callback dialog box contains the current local time for the customer and the
customer’s phone number.
•
The customer’s local time is determined by the current time and the value of
the BATimeZone variable, which normalizes the time to the customer’s local
time zone.
•
The customer phone number is extracted from the ANI call context variable.
If the customer requests to be called back at a different phone number, that
number can be entered into the Customer Number text box and the Outbound
Option Dialer uses the new number to contact the customer. If no change is made
to the customer phone number, the original number is used.
The blendedagent_addecc.reg.txt file, located in the
<install_drive>\ICM\CTIOS.bin directory, is a sample registry file, which
provides information on how to enable the Outbound Option-specific ECC
variables on the CTI OS server.
Outbound Option Integration with CTI Toolkit (GeoDCS)
The CTI Desktop installation installs, among other files, two Outbound
Option-specific controls: BAResponse.ocx and ModeIndicator.ocx.
Note
Be aware that GeoDCS uses CTI Protocol 6.
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How to install the CTI controls
Step 1
Run setup.exe to install the product.
The installation process installs, among other files, two Outbound Option-related
files:
•
BAResponse.ocx
•
ModeIndicator.ocx
These files provide the Outbound functionality for the CTI Desktop controls.
Step 2
Copy the Samples directory (folder?) WHERE???
Step 3
Copy the BAResponse.ocx and ModeIndicator.ocx files to the directory where the
container application (such as Visual Basic) resides.
BAResponse Control
The BAResponse control provides two features:
•
Preview buttons: Agents can Accept, Reject, or Skip Preview calls.
Note
•
The Reject-Close, Skip-Next, and Skip-Close buttons are only
available on the CTI OS Desktop, not on the GeoDCS Desktop.
Callback button: Displays a callback dialog box which permits scheduling a
callback to a customer.
Table 5-1 provides a description of the BAResponse control buttons.
Table 5-1
BAResponse Buttons
Button Name
Description
Accept
Outbound Option Dialer begins the customer call.
Reject
Outbound Option Dialer reschedules the customer record
and drops the agent’s reservation call.
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Table 5-1
BAResponse Buttons (continued)
Button Name
Description
Skip
Outbound Option Dialer reschedules the customer call and
sends another customer record to the agent without
dropping the reservation call.
Callback
A dialog box displays showing the customer’s local time,
callback date and time control, and the customer phone
number edit field. Clicking OK in the Callback dialog box
schedules a callback. However, if the callback dialog is
displayed again prior to the end of the call and the Cancel
button is pressed, the scheduled callback will be canceled.
In addition, the callback phone number might be modified
to call the customer back at a different location.
Direct Preview Mode Reclassification Codes
When the agent launches a call under Direct Preview mode and it connects, the
agent has to classify the call disposition (using the reclassification codes) since
the Dialer does not directly place the call under Direct Preview. The agent then
clicks one of these buttons (Voice, Answering machine, Fax, etc.) to classify the
call. The response is sent back in the BAResponse ECC variable.
Note
These buttons are only valid in Direct Preview mode.
Table 5-2 provides a description of the BAResponse reclassification codes.
Table 5-2
BAResponse Direct Preview Reclassification Codes
Button Name
Description
REX_VOICE
Classifies the Direct Preview call as a voice call.
REX_FAX
Classifies the Direct Preview call as a fax result.
REX_ANS_MACHINE
Classifies the Direct Preview call as an answering
machine.
REX_INVALID
Classifies the Direct Preview call as an invalid
number.
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ModeIndicator Control
The ModeIndicator control provides an indicator to show what type of call has
been delivered to an agent’s phone. When the call arrives at the agent’s phone, the
ModeIndicator changes to show the call type. After the call ends, the
ModeIndicator control keeps the last mode until a call with a different call type is
received.
Note
The ModeIndicator control only displays the call type of the current call.
Table 5-1 provides a description of the possible call types.
Table 5-3
ModeIndicator Call Types
Mode Text
Description
Inbound
Inbound customer call (not initiated by Outbound
Option).
Outbound Predictive
Dedicated Predictive call.
Outbound Preview
Dedicated Preview call.
BlendedPredictive
Agent is in Blended mode, which means inbound and
outbound calls can arrive one after another. This call is
a Predictive call.
BlendedPreview
Agent is in Blended mode, which means inbound and
outbound calls can arrive one after another. This call is
a Preview call.
OutboundCallback
Personal callback call.
BlendedProgressive
Will be displayed as BlendedPredictive.
OutboundProgressive
Will be displayed as OutboundPredictive.
How to create an Outbound Option-specific Agent Desktop
Step 1
Edit the ctiphone.vbp sample Agent Desktop file using Visual Basic. (This file is
located in the
...\ctios_builds\Release\ctirel\CTIDeskTop\Samples\SoftPhone\SoftPhone
folder.)
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Step 2
Copy the two Outbound Option-specific OCX controls onto the Agent Desktop.
Step 3
Recompile the Agent Desktop.
.
Note that while there are two OCX files, BAResponseCtrl is actually added to the
desktop four times and the button type (accept, reject, skip, or callback) is
specified.
Note
The Outbound Option OCX controls communicate with Outbound Option via
ECC variables. (Refer to the Outbound Option User Guide for Cisco ICM/IPCC
Enterprise & IPCC Hosted Editions for more details.) All the OCX functionality
can be duplicated by a third-party application by reading and writing Outbound
Option-specific ECC variables.
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Chapter 5
Installing the Cisco CTI Controls
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C H A P T E R
6
Setting Up Outbound Option in Cisco
Desktop Administrator
This chapter provides information about setting up Outbound Option with Cisco
Desktop Administrator. When using Outbound Option with Cisco Agent Desktop,
outbound calls appear as inbound calls to the agent, and information about the call
appears in the Enterprise Data pane.
Refer to the CAD documentation available online at http://www.cisco.com for
more information.
Outbound Option Actions
An agent can select specific outbound actions using the Outbound Option toolbar
in Cisco Agent Desktop. Based on the enterprise data information, the agent
selects the appropriate Outbound Option action button (see Table 6-1) on the
Outbound Option toolbar.
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Setting Up Outbound Option in Cisco Desktop Administrator
Outbound Option Actions
Table 6-1
Outbound Option Toolbar Action Buttons
Button Name
Description
Accept
The system dials the customer and transfers the call to the
agent.
Reject
The system rejects the current call and releases the agent
from the outbound calling reservation. At this point, the
system may deliver to the agent another outbound call or a
new inbound call.
Reject Close
The system rejects the current call and closes the record so
the customer will not be called again.
Skip
The system skips the current call and presents the agent
with another customer call.
Skip Close
The system skips the current call and closes the record so
the customer will not be called again.
Skip Next
The system skips the call and displays a menu of these
options:
•
Wrong Number. The system will call other customer
phone numbers.
•
Not Home. The system will call other customer phone
numbers.
Callback
Displays the Callback Properties dialog box, which the
agent uses to set a time and date to call back the customer.
This action is enabled only if the agent is in the talking or
wrapup agent state. The agent also uses this dialog box to
cancel a previously-scheduled callback of the current
customer. This action works only if the agent is in a talking
or wrapup state during an ICM-generated call.
Reclassify
Displays a menu that enables the agent to reclassify a
customer phone number as voice, answering machine,
fax/modem, or an invalid number.
Cancel
Reservation
The system releases the agent from the calling campaign
and places the agent in the Not Ready state. To resume
participating in the calling campaign, the agent must
change the agent state to Ready.
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Setting Up Outbound Option in Cisco Desktop Administrator
Outbound Option Toolbar
Outbound Option Toolbar
In order for the Outbound Option actions to be available for agents to use, the
administrator must configure the agent interface to include the Outbound Option
toolbar.
The dialing mode used in your calling campaign determines which buttons will
appear in the toolbar (see Table 6-2).
Table 6-2
Outbound Option Toolbar Buttons and the Dialing Mode in Which They Appear
Button
Direct Preview
Predictive
Preview
Progressive
Accept
X
X
Reject
X
X
Reject Close
X
X
Skip
X
X
Skip Close
X
X
Skip Next
X
X
X
X
Callback
X
X
X
X
Reclassify
X
Cancel Reservation
X
X
X
X
How to configure the Outbound Option toolbar to display in Agent Desktop
Step 1
Start Cisco Desktop Adminstrator.
Step 2
In the navigation tree, navigate to the User Interface window: Location > (logical
contact center name) > Desktop Configuration > Work Flow Groups > Agents >
(work flow group name) > User Interface. Select the Toolbar tab.
Step 3
In the Outbound Option Mode section, check the check box next to the dialing
mode used by your calling campaign.
The appropriate buttons are enabled in the button selection pane.
Step 4
Click Apply to save your changes.
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Setting Up Outbound Option in Cisco Desktop Administrator
Outbound Option Enterprise Data
The Outbound Option toolbar will now appear on the Agent Desktop interface.
Outbound Option Enterprise Data
In order for Outbound Option enterprise data to appear in the Cisco Agent
Desktop Enterprise Data window, the administrator must edit the Default layout
to include some or all Outbound Option variables. These variables are prefixed
with “BA.” (Edit the default enterprise data layout in the Cisco Desktop
Administrator.)
Note
•
BAAccountNumber [200]
•
BABuddyName [201]
•
BACampaign [202]
•
BADialedListID [203]
•
BAResponse [204]
•
BAStatus [205]
•
BATimeZone [206]
•
The BAStatus field is required. All other BA fields are optional for
Progressive and Predictive modes. In Preview mode, the Skip button will not
work if BADialedListID is not enabled.
•
The BABuddyName field is required, if you want to see the customer’s name
being called.
•
If a call is part of a Preview dialing mode campaign, the first letter in the
BAStatus field entry is a P. If a call is part of a Direct Preview dialing mode
campaign, the first letter in the BAStatus field entry is a “D.”
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Setting Up Outbound Option in Cisco Desktop Administrator
Outbound Option Enterprise Data
Adding the Enterprise Data fields to the Layout List
Follow the instructions below to add the Outbound Option variables.
Step 1
Start Cisco Desktop Adminstrator.
Step 2
In the navigation tree, navigate to the Layout Editor in the Enterprise Data
window: Location > (logical contact center name) > Enterprise Data
Configuration > Enterprise Data. Click the Edit button.
Step 3
Add the following fields to the Layout List by selecting the field from the
Available Fields List, and then click the left arrow button.
•
BAAccountNumber
•
BABuddyName
•
BACampaign
•
BADialedListID
•
BAResponse
•
BAStatus
•
BATimeZone
•
BADialedListID
Step 4
Click OK.
Step 5
Click Apply to save your changes.
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Setting Up Outbound Option in Cisco Desktop Administrator
Outbound Option Enterprise Data
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A P P E N D I X
A
Registry Settings
This appendix contains information about registry settings for Outbound Option
server processes.
Note
Registry settings are located in /Cisco Systems, Inc./ICM/<instance
name>/LoggerA(B)/BlendedAgent/CurrentVersion.
Campaign Manager Registry Settings
The following registry settings modify the behavior of the Campaign Manager:
•
CallbackTimeLimit (Campaign Manager only): Calculates the callback time
range for each personal callback in minutes. The Campaign Manager queries
the Personal Callback List for callback records, where the CallbackDateTime
database column value is between the current time and current time minus the
CallbackTimeLimit. For example, if the current time is 3:00 PM and the
CallbackTimeLimit is 15 minutes the query to retrieve Personal Callback
records is “where CallbackDateTime >= 2:45 PM and CallbackDateTime <=
3:00 PM.” This column is also used to control how long a Personal Callback
is retried once sent to a dialer. If the CallbackTimeLimit is set to 15 minutes,
the Dialer keeps reserving the agent and calling the customer for 15 minutes
before giving up for that day. The Dialer re-reserves the agent based on the
PersonalCallbackTimeToRetryReservation registry entry. (Default is 15
minutes.)
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Registry Settings
Campaign Manager Registry Settings
•
EMTHeartBeat (Outbound Option Import only): Outbound Option Import
sends a heartbeat message to Campaign Manager every n milliseconds to
indicate it is still alive. (Default is 500 milliseconds.)
•
EnhancedSkillgroupBalance: Only assigns a skill group to one dialer on each
peripheral instead of assigning it to every dialer. This setting also balances
which skill groups belong to which dialers based on the logged in agent
count. (Default is 0, enabled.)
•
ImportAreaCodeProcDisable (Outbound Option Import only): When set to 0,
this setting performs standard region_prefix matching. When set to 1, the
GMT time zones are always set to the local time zone of the ICM Logger.
(Default is 0, enabled.)
If there is a prefix match, the GMT time zones for each customer record are
retrieved from the Region_Prefix table. In the event that a match is not found,
the GMT time zones are obtained from the ICM Logger’s local time zone.
Note
•
If this registry setting changes, the ICM Logger must be restarted
before the new values take affect. Alternatively, restart the Outbound
Option Import process by closing its console window.
ImportRegLocalNumberSize (Outbound Option Import only): The number of
digits in a phone number must be greater than this registry entry to perform a
search of the region_prefix table. (Default is 7 digits.)
Note
If this registry setting changes, the ICM Logger must be restarted
before the new values take affect. Alternatively, restart the Outbound
Option Import process by closing its console window.
•
MinimumCallsForHitRate (Campaign Manager only): Specifies the
minimum number of calls that have to be attempted before the hit-rate
percentage calculation begins. (Default is 30 calls.)
•
PersonalCallbackCallStatusToPurge (Campaign Manager only): String
containing the call status types to consider when purging old personal
callback records. For example, if the string contains “C,M,F,L,I,” all calls
with these call statuses will be purged from the database. (If the registry entry
is missing, the default values are C,M.)
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Appendix A
Registry Settings
Campaign Manager Registry Settings
Note
The call status values can optionally be delimited using a comma, a
hyphen, a semi-colon, or a colon.
•
PersonalCallbackDaysToPurgeOldRecords (Campaign Manager only): The
number of days after the personal callback has been scheduled to keep the
record before it is purged. (Minimum value is 1; maximum value is 30;
default is 5 days.)
•
PersonalCallbackMaxAttemptsDefault (Campaign Manager only): Sets the
maximum number of DAYS a personal callback is attempted (minimum value
is 1; maximum value is 20). When the number of maximum attempts reaches
0, the record is not tried again and the status is set to M (max-ed out). (Default
is 5.)
•
PersonalCallbackNoAnswerRingLimit (Campaign Manager only): The
number of times a customer phone rings before being classified as an
unanswered call. (Minimum value is 2; maximum value is 10; default is 4
rings.)
•
PersonalCallbackRecordsToCache (Campaign Manager only): The number
of personal callback records to send to the Outbound Option Dialer at one
time. (Minimum value is 5; maximum value is 100; default is 20.)
•
PersonalCallbackSaturdayAllowed (Campaign Manager only): Indicates
whether personal callbacks are allowed on Saturdays. (Default is 0.)
– 0: Personal callbacks are not allowed on Saturdays and will be scheduled
for the next allowable day. For example, a personal callback which fails
to reach the customer on a Friday will be rescheduled for the following
Monday.
– 1: Personal callbacks are allowed on Saturdays.
•
PersonalCallbackSundayAllowed (Campaign Manager only): Indicates
whether personal callbacks are allowed on Sundays. (Default is 0.)
– 0: Personal callbacks are not allowed on Sundays and will be scheduled
for the next allowable day. For example, a personal callback which fails
to reach the customer on a Friday or Saturday will be rescheduled for the
following Monday.
– 1: Personal callbacks are allowed on Sundays.
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Registry Settings
Campaign Manager Registry Settings
•
PersonalCallbackTimeToCheckForRecords (Campaign Manager only): The
interval time, in minutes, at which the Outbound Option Dialer checks the
Campaign Manager for personal callback records. (Minimum value is 1;
maximum value is 30; default is 5 minutes.)
•
PersonalCallbackTimeToRetryBusy (Campaign Manager only): Sets the
amount of time, in minutes, that the Outbound Option Dialer waits before
retrying a personal callback when the customer’s phone is busy. (Minimum
value is 1; maximum value is 10; default is 1 minute.)
•
PersonalCallbackTimeToRetryNoAnswer (Campaign Manager only): Sets
the amount of time, in minutes, that the Outbound Option Dialer waits before
retrying a personal callback when the customer does not answer the phone.
(Minimum value is 5; maximum value is 60; default is 20 minutes.)
•
PersonalCallbackTimeToRetryReservation (Campaign Manager only): Sets
the amount of time, in minutes, that the Outbound Option Dialer waits before
retrying to reserve an agent if the agent is not available. (Minimum value is
1; maximum value is 10; default is 5 minutes.)
•
RescheduleCallbacks (Campaign Manager only): Boolean value. Controls
how to handle contacts that were requested to be called back at a particular
time, but were unreachable at that time for whatever reason. (Default is 1.)
If this registry setting is set to 1, then unreachable records will be scheduled
for retry at the next valid time.
If this registry setting is set to 0, then unreachable records will not be
rescheduled or purged.
•
SQLServer (Campaign Manager and Outbound Option Import): This entry is
reserved for future use (do not modify).
•
TimeToResetDailyStats (Campaign Manager only): Specifies the time of day
(in 24-hour format: hh:mm) when the real-time statistics for DialerRealTime
and DialerPortRealTime are reset. (Default is 30 minutes after midnight.)
•
UnknownCallStatusResetTime (Campaign Manager only): The interval time,
in minutes, at which the Campaign Manager resets the contact records in
Unknown status to Pending status (available for re-use). (Default is 60
minutes.)
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Registry Settings
Dialer Registry Settings
Note
Contact records are marked Unknown if they are in the Active state when
the Campaign Manager is initialized or if the Outbound Option Dialer
dialing those (Active) records disconnects from the Campaign Manager
due to network or Outbound Option Dialer failure.
Dialer Registry Settings
The following registry settings modify the behavior of the Outbound Option
Dialer:
•
AnswerTransferUsingAgentPhone (Avaya DEFINITY only): In ICM 5.0, the
Outbound Option Dialer requires that this registry entry must be set to 1. This
entry controls how the Dialer answers transferred customer calls. (Default is
1.)
•
Ca_cnosig (Avaya DEFINITY only): Amount of silence before no ringback
is returned, in seconds. If ringback is not detected within this time limit, the
call is dropped. (Default is 20 seconds.)
Note
Changes made to this setting will not take effect until after the
Outbound Option Dialer is cycled.
•
ConsecutiveNoDialToneEvents (IPCC only): The number of times a dialer
port might experience consecutive “no dialtone” events before it will
unregister and re-register with the Call Manager. (Default is 3.)
•
CPAJitterBufferDelay (IPCC and Avaya DEFINITY): The jitter buffer delay
(in mS).
•
CPAActiveThreshold (IPCC and Avaya DEFINITY): Signal must exceed
CPAActiveThreshold*noiseThreshold to be considered active. For example,
32 is 10 * log(32) = 15 dB. (Default is 32.)
•
CPAAnalysisPeriod (IPCC and Avaya DEFINITY): Maximum amount of
time (from the moment the system first detects speech) that analysis will be
performed on the input audio.
•
CPAMinSilencePeriod (IPCC and Avaya DEFINITY): Amount of time that
the signal must be silent after speech detection to declare a live voice (in mS).
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Registry Settings
Dialer Registry Settings
•
CPAMaxNoiseFloor (IPCC and Avaya DEFINITY): Maximum Noise floor
possible. Used to restrict noise floor measurement.
•
CPAMinNoiseFloor (IPCC and Avaya DEFINITY): Minimum Noise floor
possible. Used to restrict noise floor measurement.
•
CPAMaxTermToneAnalysis (IPCC and Avaya DEFINITY): The amount of
time to wait for the beep of an answering machine before the dialer connects
the agent with the machine to leave a message. The default is 30 seconds.
•
CPAMaxTimeAnalysis (IPCC and Avaya DEFINITY): The amount of time to
wait when it is difficult for the dialer to determine voice or answering
machine. The default is 8 seconds.
•
CPAMaxToneSTDEV (IPCC and Avaya DEFINITY): Standard deviation of
zero crossing rate per block. Values lower than this are considered tones.
•
CTIServerA (IPCC and Avaya DEFINITY): The machine name where CTI
Server Side A resides.
•
CTIServerB (IPCC and Avaya DEFINITY): The machine name where CTI
Server Side B resides.
•
CTIServerPortA (IPCC and Avaya DEFINITY): The TCP port number where
CTI Server Side A listens.
•
CTIServerPortB (IPCC and Avaya DEFINITY): The TCP port number where
CTI Server Side B listens.
•
CustRecReadyRequestToServer (IPCC and Avaya DEFINITY): Polls the
Campaign Manager to determine if there are customer records ready for a
particular skill group. This value sets the interval between poll messages to
the Campaign Manager, in seconds. (Default is 30 seconds.)
•
DebugDumpAllEvents (IPCC and Avaya DEFINITY): Causes every debug
trace to be printed to the screen immediately without any delay. (Default is 0.)
Note
•
Note
Enabling this setting negatively impacts dialer performance.
DebugDumpAllCalls (IPCC and Avaya DEFINITY): Makes the Dialer print
all debug traces associated with each call several seconds after the call ends.
(Default is 0.)
Enabling this setting negatively impacts dialer performance.
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Registry Settings
Dialer Registry Settings
•
DirectAgentDial (Avaya DEFINITY only): Enable this registry setting (set to
1) when Direct Agent Calling is enabled on the Avaya DEFINITY to improve
customer-to-agent transfer performance. (Do not enable this setting when
Direct Agent Calling is disabled on the switch.) When enabled, reserved
agents will not be placed on hold and the overall transfer time is reduced
(approximately 1 second). (Default is 0.)
•
DisableNewCallTypes (IPCC and Avaya DEFINITY): When set to 1, this
registry entry disables the new call types (???). (Default is 0.)
•
EMTHeartBeat (IPCC and Avaya DEFINITY): Dialer sends a heartbeat
message to Campaign Manager every n milliseconds to indicate it is still
alive. (Default is 500 milliseconds.)
•
EnableCalltypes (IPCC only): When set to 1, the new outbound call types for
Release 7.0(0) will be used. When set to 0, the previous outbound call types
for Releases 6.0(0) and earlier are used (that is, Auto_Out, Preview, and
Reservation). (Default is 0.) (Refer to the Outbound Option User Guide for
Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for detailed
information about the peripheral call types.)
Note
•
Note
All report columns are still based on Auto_Out, Preview, and
Reservation call types. Columns will not be added for the new call
types.
HanMacEnabled (Avaya DEFINITY only): When set to 1, this registry entry
activates dialer integration with the HanMac H-Dialer. (This entry is not
created by default.)
Important! This registry entry is only relevant for the Avaya DEFINITY
release of the dialer.
•
OptimizeAgentAvailability (IPCC only): This registry entry is reserved for
future use. Leave the value of this parameter at 0.
•
OverrideNetworkTones (Avaya DEFINITY only): When set to 1, the
Outbound Option Dialer for Avaya DEFINITY disregards the network tones,
while deciding whether an outbound call will be transferred to an agent.
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Appendix A
Registry Settings
Dialer Registry Settings
Typically, an outbound call is transferred to an agent when the Dialogic call
progress detection returns live voice. However, in some cases, the dialed
contacts might use some device, such as TeleZapper, that transmits network
tones (for example, invalid number tone or operator intercept tone) to fool
automatic dialers. In these cases, the Dialogic call progress detection can be
fooled into thinking the Dialer reached an invalid number. This can cause the
Dialer to discard this outbound call. If this registry value is set to 1, the
Outbound Option Dialer for Avaya DEFINITY waits for a network
CALL_ESTABLISHED event before discarding the call. If the Avaya
DEFINITY Dialer receives a network CALL_ESTABLISHED event within
the duration specified by the TimeToWaitForNetworkEstablished registry
value, the outbound call is transferred to an agent.
To use this feature, set OverrideNetworkTones to 1 and
TimeToWaitForNetworkEstablished to a positive value (for example, 2
seconds). In this case, if the Dialogic call progress detection does not return
a live voice, the Outbound Option Dialer for Avaya DEFINITY waits for 2
seconds for a network CALL_ESTABLISHED event before discarding the
outbound call.
Set OverrideNetworkTones to 0 to disable this feature.
•
PersonalCallbackDN (IPCC only): Contains a script name that the MR PIM
receives as a dialed number when personal callback calls need to reserve
agents. (Default is PersonalCallback.)
•
PortThrottleCount (IPCC and Avaya DEFINITY): Controls the maximum
simultaneous dialer ports to use for dialing. (Default is 20.)
The number of Avaya DEFINITY ports, which might be simultaneously
dialed, is controlled by the number of Touch Tone Resources (TTRs) installed
and configured on the switch. (Refer to the Avaya DEFINITY documentation
for more information.)
•
PortThrottleTime (IPCC and Avaya DEFINITY): Using the
PortThrottleCount value, controls the number of seconds to wait before
making more calls. If this value is set to 0, the port throttling is disabled.
(Default is 2.)
•
PreviewReservationTimeout (IPCC and Avaya DEFINITY): Number of
seconds to wait before canceling a preview agent’s reservation call. This key
is automatically created when the Dialer starts and receives a default value of
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Registry Settings
Dialer Registry Settings
600 seconds. If a preview agent does not accept/reject/skip a call within this
time period, the agent’s reservation call is dropped and the record is marked
as rejected.
Note
This registry setting also works with Direct Preview mode.
•
ReclassifyTransferFailures (Avaya DEFINITY only): When the Outbound
Option Dialer attempts to transfer a customer call to an agent and the transfer
fails, if ReclassifyTransferFailures is set to 1, the Outbound Option Dialer
classifies the call as an answering machine and does not treat the customer
call as abandoned. If this value is set to 0, the Outbound Option Dialer treats
the failed call as abandoned. (Default is 0.)
•
RTPortFeedDisable (IPCC and Avaya DEFINITY): When set, real-time
dialer port messages are disabled for this dialer. (Default is 1.)
•
Server (IPCC and Avaya DEFINITY): The machine name of the Campaign
Manager.
•
SetAgentsReadyOnResvDrop (IPCC and Avaya DEFINITY): When set to 1,
the Outbound Option Dialer automatically sets manual IN agents to the
Ready state, if the reservation call is dropped due to any reason other than
transfer of a live customer call.
If this value is set to 0, then manual IN agents assume the After Call Work
(ACW) state at the end of each reservation call and manually become ready
to receive another call. (Default is 1.)
•
SkillGroupQueryDelay (IPCC and Avaya DEFINITY): The amount of time,
in seconds, to wait between CTI Server skill group query requests. (Default
is 1 second.)
•
SwitchPrefix (IPCC and Avaya DEFINITY): Dialing prefix pre-pended to
every phone number; for example, this entry could be used to dial an outside
line access number, such as 9. (Default is no prefix.)
•
TalkTimeAvg (IPCC and Avaya DEFINITY): The amount of time an average
customer call takes. (Seed value for talk time, which is adjusted as a moving
average as the system is used.) (Default is 60 seconds.)
•
TestNumberMaxDigits (IPCC and Avaya DEFINITY): Maximum length for
test phone numbers. Test phone numbers do not receive any prefixes added by
the Dialer. (Default is 5.)
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Registry Settings
Dialer Registry Settings
•
TFTPServer (IPCC only): The name of the CallManager TFTP server. This
server is usually located on the Publisher CallManager.
•
TimeToCTIBeginCall (IPCC and Avaya DEFINITY): The amount of time, in
seconds, to wait for the CTI begin call event before canceling call. (Default
is 7 seconds.)
•
TimeToFreeStuckCall (IPCC and Avaya DEFINITY): The amount of time, in
seconds, before a customer call is declared stuck and dropped. (Default is
7200 seconds, which is 2 hours.)
•
TimeToFreeStuckPort (IPCC and Avaya DEFINITY): The amount of time, in
seconds, to wait before releasing a stuck port. (Default is 7200 seconds,
which is 2 hours.)
•
TimeToHoldCustomer (IPCC and Avaya DEFINITY): The amount of time, in
seconds, to wait before abandoning a customer call due to lack of agents.
(Default is 1 second.)
•
TimeToReserve (IPCC and Avaya DEFINITY): The amount of time, in
seconds, to wait before dropping a reservation call. (Default is 10 seconds.)
•
TimeToRetryCustomerRequest (IPCC and Avaya DEFINITY): The amount
of time, in seconds, to wait before retrying a close customer record request to
the Campaign Manager. (Default is 30 seconds.)
When the Outbound Option Dialer finishes with a customer record, it sends a
close customer record request message to the Campaign Manager. If this
message is not sent, the Outbound Option Dialer retries the call based on the
configured timeout.
•
TimeToRingCustomer (IPCC and Avaya DEFINITY): The amount of time, in
seconds, each customer ring takes. For example, if this entry is set to 8 and
the no-answer configuration in the campaign is set to 3 rings, then the Dialer
classifies the call as no-answer within 3*8 (24) seconds. (Default is 8
seconds.)
•
TimeToTransfer (IPCC and Avaya DEFINITY): The amount of time, in
seconds, to wait before dropping a call being transferred. (Default is 7
seconds.)
•
TimeToWaitForCTIResp (IPCC and Avaya DEFINITY): The amount of time,
in seconds, to wait for the CTI Server to respond to a request before dropping
the call. (Default is 3 seconds.)
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Registry Settings
Dialer Registry Settings
•
TimeToWaitForNetworkEstablished (Avaya DEFINITY only): The amount
of time, in seconds, to wait for a network CALL_ESTABLISHED event
before classifying the call as an answering machine.
If this entry is set to 0, the Outbound Option Dialer does not wait for a
network CALL_ESTABLISHED event, and call classification is based solely
on the Dialogic call classifier. This registry entry takes advantage of the fact
that the network does not send a CALL_ESTABLISHED event if the call
terminates at a network VRU. (Default is 2 seconds.)
•
TimeToWaitForIPDialTone (IPCC only): The amount of time, in seconds, to
wait for the CallManager dial tone. (Default is 4 seconds.)
•
TimeToWaitForMRIResponse (IPCC only): The amount of time, in seconds,
to wait for the MR PIM to respond to a new task request before cancelling the
request. (Default is 60 seconds.)
•
TimeToWaitForRecord (IPCC and Avaya DEFINITY): The amount of time,
in seconds, to wait for customer records from the Campaign Manager before
declaring the skill group disabled. (Default is 5 seconds.)
Once a skill group has been disabled, the Dialer begins polling the Campaign
Manager every <CustRecReadyRequestToServer> seconds for additional
records.
•
TOS (IPCC only): Sets the type of Service field in the IP Header on SCCP
packets from the Dialer to the Campaign Manager for Quality of Service
(QoS). (Default is 0 (off).)
Note
This setting does not control the TOS settings on SCCP packets from
the Campaign Manager to the Dialer. These settings are controlled by
the DSCP parameters. Refer to the Cisco CallManager
Administration Guide for detailed information on how to set the
DSCP CallManager service parameters.
For Release 7.0(0) of Outbound Option, the Dialer was enhanced to support
the marking of SCCP (“Skinny”) packets with “Type of Service” (TOS). This
allows for preferential treatment (for example, class AF31 for assured
forwarding) of call signaling traffic, if the network is configured to support
this QoS scheme.
By default, the Dialer will not mark packets, which means traffic is sent “best
effort” (TOS = 0).
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
A-11
Appendix A
Registry Settings
Dialer Registry Settings
The Dialer sets TOS markings for outgoing packets only. Setting TOS on
signaling packets from CallManager to the Dialer requires configuring
CallManager properly using the DSCP parameters (refer to the Cisco
CallManager Administration Guide). If only the Dialer side is configured,
then TOS will be uni-directional and will not behave correctly.
Configuring Bi-directional Communications:
To turn on TOS with AF31 for bi-directional communications, configure the
following registry keys for the Dialer:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\<customer>\Dialer\ "TOS"=dword:00000068
Note
Note that the dword value listed above is in hex format (decimal 104).
Important additional configuration instructions:
This type of TOS marking requires the setting of a special system registry key
in Windows 2000 and Windows 2003 as follows:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcp
Ip\Parameters
"DisableUserTOSSetting"=dword:00000000
DisableUserTOSSetting defaults to 1 (and is not present by default);
therefore, TOS markings are disabled without setting this key. After this
registry key is set, the system needs to be restarted for this change to become
effective. Since this key is a system registry key, then setting it will have an
impact on all the applications running on the system. Hence, if the Dialer is
co-resident with other applications (that is, CTI Server, router, etc.), then
setting it will change the behavior of other applications.
For additional information, see:
•
http://support.microsoft.com/default.aspx?scid=kb;en-us;258978
•
http://www.microsoft.com/resources/documentation/WindowsServ/2003/a
ll/deployguide/en-us/Default.asp?url=/resources/documentation/windo
wsserv/2003/all/deployguide/en-us/242666.asp
•
http://www.microsoft.com/technet/prodtechnol/windowsserver2003/techn
ologies/networking/tcpip03.mspx
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
A-12
Appendix A
Registry Settings
Dialer Registry Settings
Note
Important! In order for TOS to become effective, the network
(specifically the routers) needs to be configured to treat packets with
TOS markings preferential.
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
A-13
Appendix A
Registry Settings
Dialer Registry Settings
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
A-14
A P P E N D I X
B
Long Distance Digit Prefix Logic
This appendix provides information about outbound call routing.
Example B-1 displays an outbound call route that provides information about how
imported numbers are transformed for the outbound call.
Example B-1
How Imported Numbers Are Transformed
ImportedNumber <=
TestNumberMaxDigits
Registry setting ?
Debug
Call Path
Yes
Dial Imported Number
No
Local
Call Path
Area Code
match beginning of
ImportedNumber? Yes
No
Include Area
Code When
Dialing ?
No
Strip Area Code from
Imported Number
Yes
Prepend
“Dial Prefix” Digits
Prepend Campaign
Prefix Digits
PrePend
“LongDistancePrefix”
Prepend
“Dial Prefix” Digits
Prepend Campaign
Prefix Digits
95670
Long distance
Call Path
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
B-1
Appendix B
Outbound Option
Configuration Field
Call Item
ImportedNumber <=
TestNumberMaxDigits Registry
setting
Long Distance Digit Prefix Logic
Description
Final dialing number transferred to either the
ACD or CallManager (used for debugging/lab
purposes only)
Area Code match beginning of
ImportedNumber
Local area code
Area/city code used at your location, which is
configured in the Dialer Configuration
Component
Include Area Code When Dialing
Local area code
Includes the area code for a long distance call
or removes the area code for a local call
PrePend “LongDistancePrefix”
Long distance prefix
Includes the pre-pended value for a long
distance call, which is configured in the
Dialer Configuration Component
PrePend “Dial Prefix” Digits
Dial prefix
Include the dialing prefix required by your
location or by your campaign, which is
configured in the Dialer Configuration
Component
Example B-2 displays the Dialer configuration fields and Registry settings from
the Dumpconf Procmon command that are used in an outbound call.
Example B-2
Dialer Configuration Fields and Registry Settings
C:\>procmon ipccd dialer badialer
>>>>dumpconf
Dialer Config
------------DialerID
PeripheralID
ActiveDialers
LocalAreaCode
DialToneDetectEnabled
HangupTime
TenDigitDialEnabled
PrefixDigits
LongDistancePrefix
:
:
:
:
:
:
:
:
[5006]
[5000]
[1]
[978]
<--- area code
[0]
[1]
[0] <--- Include area code when dialing
[] <--- Dial prefix digits
: [1] <---- "Long distance prefix"
Callback config has not been received yet
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
B-2
Appendix B
Long Distance Digit Prefix Logic
----------------------------------------Configured Skill Groups
------------------------------SkillGroupID
:
VDN
:
PeripheralNumber
:
SkillGroupEnableStatus:
CampaignName
:
ModeName
:
TypeName
:
Customer Count
:
Customer Count (idle) :
RecordsToCache
:
PredictiveExt
:
PreviewExt
:
*PortsPerAgent
:
AgentPercentage
:
AgentsLoggedIn
:
AgentsAvailable
:
AgentsTalking
:
*PortsAllocated
:
AgentsReadyIn8Secs
:
TalkTimeAverage
:
*AgentsToReserveDelta :
*PortsUsedToDialDelta :
OverflowAgents
:
AutoAnswerReservation :
AbandonRate
:
MaximumLinesPerAgent :
NoAnswerRingLimit
:
MinimumCallDuration
:
PreReservedRecordCount:
IVRPortCount
:
TransferToIVREnabled :
TransferAnsMachine
:
IVRExt
:
[11988]
[11988]
[890]
[0]
[DialAgents]
[N]
[I]
[0]
[0]
[20]
[890]
[890]
[1.500000]
[100]
[0]
[0]
[0]
[0]
[0]
[60]
[0]
[0]
[0]
[0]
[2]
[2.000000]
[4]
[1]
[0]
[0]
[N]
[Y]
[]
--------SkillGroupID
:
VDN
:
PeripheralNumber
:
SkillGroupEnableStatus:
CampaignName
:
ModeName
:
TypeName
:
[-1]
[-1]
[0]
[0]
[Callback]
[A]
[O]
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
B-3
Appendix B
Customer Count
:
Customer Count (idle) :
RecordsToCache
:
PredictiveExt
:
PreviewExt
:
*PortsPerAgent
:
AgentPercentage
:
AgentsLoggedIn
:
AgentsAvailable
:
AgentsTalking
:
*PortsAllocated
:
AgentsReadyIn8Secs
:
TalkTimeAverage
:
*AgentsToReserveDelta :
*PortsUsedToDialDelta :
OverflowAgents
:
AutoAnswerReservation :
AbandonRate
:
MaximumLinesPerAgent :
NoAnswerRingLimit
:
MinimumCallDuration
:
PreReservedRecordCount:
IVRPortCount
:
TransferToIVREnabled :
TransferAnsMachine
:
IVRExt
:
[0]
[0]
[0]
[]
[]
[1.500000]
[100]
[0]
[0]
[0]
[0]
[0]
[0]
[0]
[0]
[0]
[1]
[1]
[3.000000]
[3]
[0]
[0]
[0]
[N]
[N]
[]
--------SkillGroupID
:
VDN
:
PeripheralNumber
:
SkillGroupEnableStatus:
CampaignName
:
ModeName
:
TypeName
:
Customer Count
:
Customer Count (idle) :
RecordsToCache
:
PredictiveExt
:
PreviewExt
:
*PortsPerAgent
:
AgentPercentage
:
AgentsLoggedIn
:
AgentsAvailable
:
AgentsTalking
:
*PortsAllocated
:
AgentsReadyIn8Secs
:
TalkTimeAverage
:
[11965]
[11965]
[889]
[0]
[TT_ISN]
[R]
[O]
[0]
[0]
[20]
[12345]
[12345]
[1.500000]
[100]
[60]
[60]
[0]
[0]
[0]
[60]
Long Distance Digit Prefix Logic
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
B-4
Appendix B
Long Distance Digit Prefix Logic
*AgentsToReserveDelta :
*PortsUsedToDialDelta :
OverflowAgents
:
AutoAnswerReservation :
AbandonRate
:
MaximumLinesPerAgent :
NoAnswerRingLimit
:
MinimumCallDuration
:
PreReservedRecordCount:
IVRPortCount
:
TransferToIVREnabled :
TransferAnsMachine
:
IVRExt
:
Port Map Config
--------------Port: [000], Station:
Port: [015], Station:
Port: [081], Station:
Port: [082], Station:
Port: [083], Station:
Port: [016], Station:
Port: [031], Station:
Port: [087], Station:
Port: [023], Station:
Port: [071], Station:
Port: [095], Station:
Port: [063], Station:
Port: [055], Station:
Port: [047], Station:
Port: [039], Station:
Port: [008], Station:
Port: [032], Station:
Port: [024], Station:
Port: [088], Station:
Port: [072], Station:
Port: [064], Station:
Port: [048], Station:
Port: [040], Station:
Port: [001], Station:
Port: [009], Station:
Port: [033], Station:
Port: [017], Station:
Port: [025], Station:
Port: [089], Station:
Port: [065], Station:
Port: [073], Station:
Port: [049], Station:
[0]
[0]
[0]
[0]
[3]
[2.500000]
[4]
[1]
[0]
[60]
[Y]
[Y]
[90001]
[30100]
[30115]
[30181]
[30182]
[30183]
[30116]
[30131]
[30187]
[30123]
[30171]
[30195]
[30163]
[30155]
[30147]
[30139]
[30108]
[30132]
[30124]
[30188]
[30172]
[30164]
[30148]
[30140]
[30101]
[30109]
[30133]
[30117]
[30125]
[30189]
[30165]
[30173]
[30149]
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
B-5
Appendix B
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
[041],
[002],
[018],
[026],
[090],
[066],
[074],
[050],
[042],
[003],
[027],
[019],
[091],
[075],
[067],
[059],
[051],
[043],
[004],
[020],
[028],
[092],
[084],
[076],
[060],
[068],
[052],
[036],
[021],
[044],
[093],
[005],
[029],
[085],
[069],
[077],
[061],
[053],
[037],
[045],
[014],
[038],
[079],
[010],
[056],
[034],
[080],
[057],
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Long Distance Digit Prefix Logic
[30141]
[30102]
[30118]
[30126]
[30190]
[30166]
[30174]
[30150]
[30142]
[30103]
[30127]
[30119]
[30191]
[30175]
[30167]
[30159]
[30151]
[30143]
[30104]
[30120]
[30128]
[30192]
[30184]
[30176]
[30160]
[30168]
[30152]
[30136]
[30121]
[30144]
[30193]
[30105]
[30129]
[30185]
[30169]
[30177]
[30161]
[30153]
[30137]
[30145]
[30114]
[30138]
[30179]
[30110]
[30156]
[30134]
[30180]
[30157]
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
B-6
Appendix B
Long Distance Digit Prefix Logic
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
Port:
[058],
[022],
[006],
[030],
[011],
[035],
[012],
[013],
[086],
[070],
[094],
[078],
[062],
[046],
[054],
[007],
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
Station:
[30158]
[30122]
[30106]
[30130]
[30111]
[30135]
[30112]
[30113]
[30186]
[30170]
[30194]
[30178]
[30162]
[30146]
[30154]
[30107]
Registry Config Values
---------------------TimeToCTIBeginCall
:
TimeToRingCustomer
:
TimeToHoldCustomer
:
TimeToReserve
:
TimeToTransfer
:
TimeToFreeStuckPort
:
TimeToFreeStuckCall
:
SwitchPrefix
:
TimeToRetryCustomerRequest :
TimeToWaitForRecord
:
TimeToWaitForCTIResp
:
TalkTimeAvg
:
CustRecReadyRequestToServer:
TestNumberMaxDigits
:
ca_cnosig
:
PortThrottleTime
:
PortThrottleCount
:
OptimizeAgentAvailability :
RTPortFeedDisable
:
SkillGroupQueryDelay
:
ReclassifyTransferFailures :
SetAgentsReadyOnResvDrop
DirectAgentDial
:
OverrideNetworkTones
:
AnswrTrnsfrUsingAgentPhone :
</end>>>>>
[7]
[8]
[1]
[10]
[7]
[7200]
[7200]
[]
[30]
[5]
[3]
[60]
[30]
[5] <----- "Test Number Max digits"
[20]
[2]
[20]
[0]
[1]
[1]
[0]
: [1]
[0]
[0]
[1]
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
B-7
Appendix B
Long Distance Digit Prefix Logic
Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise &
IPCC Hosted Editions for detailed information about Outbound Option Dialer
process flow and the Procmon commands. Refer to the online help for detailed
information about the Outbound Option configuration fields.
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
B-8
GLOSSARY
A
Abandoned call
Call in which the Outbound Option Dialer reaches a customer in Predictive
mode, but cannot transfer the call because there is no agent available.
Admin Workstation
(AW)
Human interface to Cisco ICM software. An AW can be located at any central or
remote site. It allows users to monitor call handling within the system and make
changes to configuration data or routing scripts.
Administrative
script
This script contains a list of commands that tell the Dialer when to begin making
outbound calls.
Agent
Person who has customer contact. Each agent is associated with a peripheral and
can be a member of one or more skill groups. (Some peripheral types limit each
agent to one skill group.) Optionally, you can group peripheral agents into agent
teams.
Agent re-skilling
Allows supervisors to login and change the skill groups for agents they manage.
Answering machine Outbound Option uses the Call Progress Analysis (CPA) feature to detect
detection
answering machines, faxes, modems, and answering machine terminating tones.
Analog Dialogic card Specific type of Dialogic card that interfaces to the Avaya DEFINITY switch.
B
Blended agent
Agent who can handle both inbound and outbound calls.
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
GL-1
Glossary
Blended mode
Dialing mode that allows agents to handle both inbound and outbound calls on
a call-by-call basis.
Blended skill group
Agents within this skill group can accept both inbound and outbound calls.
C
Callback
Failed call or a customer request to schedule a call back.
CallRouter
Component of the ICM Central Controller that makes routing decisions and both
gathers data from and distributes data to remote sites.
Call classifier
Digital Signal Processor (DSP) that identifies the call connection as a live voice,
answering machine, or busy signal.
Call Progress
Analysis (CPA)
Feature that provides answering machine and fax/modem detection, along with
detecting answering machine terminating tones.
Campaign
Delivers outgoing calls to agents for a specific purpose or goal. Outbound
Option sees campaigns as logical entities that group a set of contacts together
(just as it sees query rules). The difference is that campaigns collect groups of
contacts to call for a particular reason, while query rules contain contacts that
share attributes.
Cisco Agent
Desktop (CAD)
A computer telephony integration solution for contact centers that is easy to
deploy, configure, and manage. It provides contact center agents and supervisors
with powerful tools to increase agent productivity, improve customer
satisfaction, and reduce contact center costs.
Comma-delimited
file
File where each data field is separated by a comma.
Computer
Telephony
Integration (CTI)
Integrates voice communications systems with computers for contact center and
office automation applications.
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
GL-2
Glossary
D
Dedicated mode
A dialing mode that restricts agents to outbound calls.
Dedicated skill
group
Agents in this skill group can not accept inbound calls and function only as
predictive or preview agents (outbound only).
Dialing list
List of customer phone numbers to be dialed.
Dialogic card
Hardware that initiates dialing and voice detection.
Direct Preview
mode
Mode that allows agents to initiate customer calls from their phone using a CTI
make_call request instead of having the Dialer place the call.
Do-Not-Call imports Lists of customers who have requested they do not want to be contacted.
Dynamic routing
client
Allows Cisco CVP/ISN to enable the network transfer feature in a new scenario:
when a call is translation routed to CVP/ISN, CVP/ISN will be able to “take
over” as the network and provide Network Transfer functionality for the call.
Before, calls that were translation routed to CVP/ISN (as Type 2 VRU) could not
be network transferred.
E
Event Management
System (EMS)
External Message
Transport (EMT)
Protocol
System that provides an API that ICM processes can use to report informational
and error events. The API supports the following basic features:
•
Logs events to local EMS log file
•
Logs events to NT Application Event Log
•
Sends events to the Logger for storage in the ICM database
•
Sends events to the central customer service forwarding service for delivery
to the Cisco Customer Support Center (CSC)
Interprocess communication protocol that sends and receives information.
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
GL-3
Glossary
F
Fixed-length file
File whose data fields are set at fixed locations with fixed lengths that never vary.
Flat file
Text file of customer records.
H
Percentage of customers that have been successfully contacted. This rate is
determined by the total number of customers contacted divided by the total
number of calls attempted.
Hit rate
I
Import
Process that imports contact information into a contact table, which is then used
to build a dialing list associated with a particular campaign and query rule.
Intelligent Contact
Management (ICM)
software
Cisco system that implements enterprise-wide call distribution across contact
centers. ICM software provides Pre-Routing, Post-Routing, and performance
monitoring capabilities.
This software plays messages and collect digits using IVR scripts.
Interactive Voice
Response Unit (IVR)
IVR script
This script contains a list of commands that tell the IVR what kind of
information to play to the customer. IVR scripts can play a pre-recorded message
using a .wav file, or collect information by requesting the customer to press
specific numbers.
Internet Protocol
Contact Center
(IPCC)
Cisco solution that provides an integrated suite of products that enables agents
using Cisco IP phones to receive both time-division multiplexing (TDM) and
voice-over-IP (VoIP) calls.
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
GL-4
Glossary
L
Logger
Component of the ICM Central Controller that controls the central database.
M
Message Delivery
System (MDS)
Facilities used by ICM nodes to communicate with each other. The MDS plays
a key role in keeping duplexed components synchronized.
O
Outbound Option
Dialer
Software that controls the Dialogic telephony cards, uses predictive algorithms
to decide how many lines to dial, dials phone numbers, and routes agents with
customers.
Outbound Option
Configuration
Components
Software that allows you to create outbound campaigns.
Overflow agents
Agents which are available to receive outbound calls, but are not taken into
account when calculating the number of lines to dial per agent.
P
Peripheral Gateway Interface between the ICM platform and third-party hardware, such as an ACD,
(PG)
in each contact center. A PG is typically located at the contact center.
Personal callback
A callback handled by a specific agent.
Predictive mode
Mathematical algorithm that determines how many outbound lines to dial for
each available agent. This algorithm varies over time based on conditions in the
contact center.
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
GL-5
Glossary
Preview mode
Provides customer information presented at the agent desktop before a customer
call is transferred. Also allows the agent to either accept, reject, or skip the
proposed call.
Progressive mode
Parameter that specifies a fixed number of outbound lines to dial per agent.
Q
SQL filter function that selects contact records and associates those records with
a campaign.
Query rule
R
Routing script
This script contains commands that tell the Dialer where to send the calls.
S
Sequential dialing
Allows you to associate up to ten phone numbers per customer record. Two time
zones are available to allow partitioning calls between two time periods. This
feature allows you to enter a phone number into either time zone or into both
time zones at once.
Skill group
Collection of agents that share a common set of skills. For example, agents in
Outbound Option skill groups can handle outbound calls. A skill group is
associated with a peripheral. An agent can be a member of zero, one, or more
skill groups (depending on the peripheral).
Skill group
balancing and
rebalancing
The EnhancedSkillgroupBalance Registry setting assigns a skill group to only
one dialer versus the former way of assigning it to every dialer on the PG.
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
GL-6
Glossary
Special Information
Tones (SIT)
Tones returned from the central office; for example, “The number you have
called is no longer in service.”
Station
Digital or analog port that terminates a device, such as a softphone or regular
phone.
T
T1 Dialogic card
PC-based interface card that processes connections to other T1 devices, such as
a PBX T1 card or Central Office T1 connection.
Transfer to IVR
Outbound mode that causes the Dialer to transfer every customer call associated
with a specific skill group to a service control-based IVR instead of an agent.
This feature allows a contact center to run unassisted outbound campaigns using
pre-recorded messages in the Cisco IP IVR and Cisco CVP/ISN products.
U
Unassisted
campaign
This type of outbound campaign uses an IVR instead of live agents.
User calling list
List of customer phone numbers.
V
Vector Directory
Number (VDN)
Number that defines the agent’s queue locations (specific to the Avaya
DEFINITY switch).
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
GL-7
Glossary
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
GL-8
INDEX
A
C
Abandoned and retry call settings
description 1-13
CAD, adding Outbound Option variables 6-4
ACD requirements 3-15
Adding
Outbound Option ECC variables to CTI OS
for Avaya DEFINITY ACD 3-26
Outbound Option ECC variables to CTI OS
for IPCC Enterprise 2-28
Outbound Option variables for CAD 6-4
Agent Auto Answer, configuring on
DEFINITY ACD 3-20
Agent re-skilling description 1-11
Analog station, configuring 3-18
Answering machine detection description 1-9
Avaya DEFINITY
adjusting 3-15
configuring Agent Auto Answer 3-20
configuring TTR 3-19
enabling event minimization 3-16
CallManager
creating Outbound Option Dialer port
device 2-43
enabling the Call Waiting option 2-6
putting music on hold 2-44
queue throttling, configuring 2-45
Call Waiting option, enabling 2-6
Campaign
prefix digits, configuring for dialed
numbers 1-13
Campaign Manager 1-15
registry settings A-1
Central Controller 1-3
Cisco Agent Desktop, using Outbound
Option 6-2
Configuring
Analog station 3-18
Avaya DEFINITY 3-22
CallManager queue throttling 2-45
Dialer port map 2-42
B
Dialer throttling 2-28
Blended mode 1-5
Dialogic driver support for E1 3-7
Dialogic driver support for T1 3-6
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
IN-1
Index
Dialogic driver to use tone file 3-12
agent desktop for Outbound Option 5-2
Dialogic software 3-5
integration wtih Outbound Option 5-2
DS1 Circuit Pack (Digital-T1) 3-16
GlobalCall CDP file 3-13
ICM software 2-4
ICM software for Outbound Option on IPCC
Enterprise 2-7
IPCC System PG 2-28
Outbound Option on System IPCC 2-32
Outbound Option on System IPCC for IPCC
Enterprise 2-32
Outbound Option toolbar using Cisco
Desktop Administrator 6-3
Queue to Agent Node 2-24
Queue to Agent Node for Outbound Option
on System IPCC 2-40
D
Database, recreating private
for Avaya DEFINITY ACD 3-21
for IPCC Enterprise 2-3
Database configuration, verifying 4-9
Dedicated mode 1-5
Dialed numbers, configuring campaign prefix
digits 1-13
Dialer
port map, verifying configuration 4-5
port map configuration 2-42
T1/E1 station 3-17
ports, verifying configuration 4-8
TTR on Avaya DEFINITY ACD 3-19
software requirements for Outbound Option
on Avaya ACD 3-21
Connecting system to PBX 3-8
throttling, configuring 2-28
Creating
new data device 2-47, 3-32
Outbound Option Dialer port device on Cisco
CallManager 2-43
Outbound Option Dialer port devices 2-42
Outbound Option-specific Agent
Desktop 5-8
private Outbound Option database 2-47, 3-32
CTI Desktop (GeoDCS), integration wtih
Outbound Option 5-2
Dialing modes, outbound 1-5
Dialogic card
hardware requirements 3-15
starting 3-6
Dialogic driver
configuring to use tone file 3-12
support for E1, configuring 3-7
support for T1, configuring 3-6
Dialogic software
CTI OS
adding Outbound Option ECC variables 2-28,
3-26
configuring 3-5
installing 3-2
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
IN-2
Index
Dialogic System 5.1.1 Service Pack 1,
installing 3-4
I
Dialogic System Release 5.1.1, installing 3-2
ICMDBA 2-46, 3-31
Direct Preview
mode 1-6
reclassification codes 5-7
DS1 Circuit Pack
configuring (Digital-E1) 3-17
configuring (Digital-T1) 3-16
Dynamic routing client
description 1-11
outbound agent transfers call using CVP/ISN
to a Type 2 VRU 2-17
creating a private Outbound Option
database 2-45, 3-30
ICM software
overview 1-2
Installing
CTI controls 5-6
multiple dialers on the same PG, deployment
guidelines 2-3, 3-21
Outbound Option on System IPCC 2-32
Installing Outbound Option
Configuration Components 3-27
CTI Toolkit Outbound Desktop (Win32) 5-4
E
on Dialer 3-29
ECC variables support in Siebel 7.5.3 and 7.7
description 1-14
Estimating the size of a private Outbound
Option database 2-45, 3-30
Event minimization, enabling on Avaya
DEFINITY 3-16
on ICM Logger 3-28
Installing Outbound Option on Avaya ACD
hardware requirements 3-14
software requirements 3-21
Installing Outbound Option on IPCC
hardware requirements 2-2
software requirements 2-3
G
IPCC, Outbound Option on 1-4
General System Time Options, specifying 2-45,
3-27
GlobalCall CDP file, configuring 3-13
GlobalCall Protocol Package 3.00,
installing 3-4
IPCC Enterprise
configuring ICM software for Outbound
Option 2-7
configuring Outbound Option on System
IPCC 2-32
IPCC Hosted support description 1-14
IPCC installation
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
IN-3
Index
verifying connectivity 4-2
deployment guidelines 2-3, 3-21
verifying VDN/script selector
configuration 4-6
deployment guidelines for installing multiple
dialers on the same PG 2-3, 3-21
IPCC System PG
dialing modes 1-6, 1-7
configuring 2-28
dynamic routing client feature 1-11
sample administrative and routing
scripts 2-30
ECC variables support in Siebel 7.5.3 and
7.7 1-14
estimating database size 2-45, 2-46, 3-30, 3-31
features, list of 1-3
M
installing/configuring on System IPCC 2-32
installing Configuration Components 3-27
Modes
Blended 1-5
Dedicated 1-5
installing CTI Toolkit Outbound Desktop
(Win32) 5-4
installing on Dialer 3-29
installing on ICM Logger 3-28
O
on IPCC 1-4
Outbound dialing modes 1-5
Outbound Option
abandoned and retry call settings 1-13
adding Outbound Option ECC variables 2-28,
3-26
overview 1-1
personal callback feature 1-8
recreating a private database for Avaya
DEFINITY ACD 3-21
recreating a private database for IPCC
Enterprise 2-3
adding variables for CAD 6-4
registry settings A-1
agent re-skilling feature 1-11
reporting features 1-7
answering machine detection feature 1-9
sequential dialing feature 1-11
configuring an IPCC System PG 2-28
server processes 1-15
configuring on IPCC Enterprise 2-7
skill group balancing and rebalancing 1-12
configuring on System IPCC 2-32
support on IPCC Hosted 1-14
creating a database using ICMDBA 2-45, 3-30
creating Agent Desktop 5-8
toolbar action buttons in Cisco Agent
Desktop 6-2
CTI Toolkit Outbound Desktop (Win32) 5-2
toolbar buttons in Cisco Agent Desktop 6-3
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
IN-4
Index
toolbar in Cisco Agent Desktop 6-3
transfer to IVR feature 1-10
upgrading for Avaya DEFINITY ACD 3-21
upgrading for IPCC Enterprise 2-3
using with Cisco Agent Desktop 6-1
Outbound Option Desktop 1-17
Outbound Option Dialer 1-16
creating the port devices on Cisco
CallManager 2-43
general configuration 2-41
overflow agents 1-16
registry settings A-5
Outbound Option Import 1-16
Outbound Option on Avaya ACD
hardware requirements 3-14
installing/configuring ICM software 3-22
software requirements 3-21
Outbound Option on IPCC
hardware requirements 2-2
Port devices, creating on Cisco
CallManager 2-43
Port map, configuring Outbound Option
Dialer 2-42
Predictive mode 1-7
Preview
buttons 2-18, 5-6
buttons for Outbound Option on System
IPCC 2-35
mode 1-6
mode, Direct 1-6
Private database
recreating after upgrading for Avaya
DEFINITY ACD 3-21
recreating after upgrading for IPCC
Enterprise 2-3
Private Outbound Option database
creating using ICMDBA 2-47, 3-32
estimating the size 2-46, 3-30
Progressive mode 1-7
installing/configuring ICM software 2-4
software requirements 2-3
Q
Overflow agents 1-16
Queue throttling, configuring Cisco
CallManager 2-45
P
Queue to Agent Node, configuring 2-24
PBX, connecting to system 3-8
Queue to Agent Node, configuring Outbound
Option on System IPCC 2-40
PBXpert/32
running to learn network tones 3-11
running to learn PBX tones 3-9
Personal callback description 1-8
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
IN-5
Index
TDM installation
R
verifying auto-answer settings 4-7
Recreating Outbound Option private database
for Avaya DEFINITY ACD 3-21
for IPCC Enterprise 2-3
Registry settings A-1
Reservation call, cancelling 5-3
verifying connectivity 4-2
verifying VDN/script selector
configuration 4-6
Toolbar
configuring Outbound Option using Cisco
Desktop Administrator 6-3
Outbound Option in Cisco Agent
Desktop 6-3
S
Transfer to IVR description 1-10
Scripts
TTR, configuring on Avaya ACD 3-19
sample administrative 2-21, 2-38
sample IPCC System PG 2-30
sample routing 2-24, 2-40
sample transfer to IVR routing script using
CVP/ISN 2-23
sample transfer to IVR routing script using IP
IVR 2-22, 2-39
Sequential dialing description 1-11
U
Upgrade instructions
for Avaya DEFINITY ACD 3-21
for IPCC Enterprise 2-3
Upgrading Outbound Option
Skill group, monitoring and verifying 4-9
for Avaya DEFINITY ACD 3-21
Skill group balancing and rebalancing
description 1-12
for IPCC Enterprise 2-3
Starting or stopping a database sever 2-47, 3-31
V
Station
configuring the Analog 3-18
configuring the T1/E1 3-17
Verifying
auto-answer settings in TDM installation 4-7
Call Waiting feature is enabled 4-1
critical configuration steps 4-1
T
database configuration 4-9
T1/E1 station, configuring 3-17
Dialer is assigned to CallManager PG 4-1
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
IN-6
Index
Dialer port map configuration 4-5
Dialer ports configuration 4-8
skill group monitoring 4-9
Verifying connectivity
on IPCC installation 4-2
on TDM installation 4-2
Verifying VDN/script selector configuration
on IPCC installation 4-6
on TDM installation 4-6
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
IN-7
Index
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions R7.0(0)
IN-8