Outbound Option User Guide for Cisco
ICM/IPCC Enterprise & IPCC Hosted
Editions
ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
July 2005
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Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions
Copyright © 2003–2005, Cisco Systems, Inc.
All rights reserved.
CONTENTS
About This Guide xi
Purpose xi
Audience xi
Organization xii
Conventions xiv
Other Publications xiv
Obtaining Documentation xiv
Cisco.com xv
Product Documentation DVD xv
Ordering Documentation xvi
Documentation Feedback xvi
Cisco Product Security Overview xvii
Reporting Security Problems in Cisco Products xvii
Obtaining Technical Assistance xviii
Cisco Technical Support & Documentation Website xviii
Submitting a Service Request xix
Definitions of Service Request Severity xx
Obtaining Additional Publications and Information xx
CHAPTER
1
Introduction 1-1
ICM Software Overview 1-2
Features 1-3
About Cisco Internet Protocol Contact Center (IPCC Enterprise) Compatible
Dialer 1-4
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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 1-12
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
CHAPTER
2
Outbound Option Architecture 2-1
Outbound Option Component Relationships 2-1
Query Rules and Campaigns 2-2
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Contents
Contact List 2-3
Dialing List 2-3
Do-Not-Call List 2-5
Personal Callback List 2-6
Outbound Option Dialer Process Flow 2-9
Outbound Option Dialer Standby and Recovery Model 2-10
Starting ICM Software 2-11
Starting the Outbound Option Configuration Components 2-12
CHAPTER
3
Outbound Option Configuration Components Overview 3-1
Getting Acquainted with the Outbound Option Configuration Components 3-2
Navigating the Outbound Option Configuration Components 3-2
Window Layout 3-3
Outbound Option Configuration Components Description 3-5
System Options 3-6
Dialer 3-6
Import Rule 3-7
How Outbound Option Works with Area Codes 3-7
How Time Zones are Selected 3-8
Query Rule 3-8
Campaign 3-9
Using the Personal Callback Feature 3-9
Scheduling a Personal Callback 3-13
Using the Call Progress Analysis (CPA) Feature 3-15
About Call Progress Analysis 3-15
Required Voice Gateway Configuration 3-16
About Silence Suppression 3-16
Disabling Silence Suppression 3-17
Using Dial Peers to Set Up the Dial Plan 3-17
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Relationship Between Dial Peers and Call Legs 3-17
How to Set Up Outbound Option Call Progress Analysis 3-20
Dialer Registry Settings for Call Progress Analysis Feature 3-21
Using the Transfer to IVR Feature 3-23
Prerequisites for Outbound Option Transfer to IVR 3-23
Cisco IPCC Enterprise Features Not Supported with Cisco CVP/ISN Type
5 (Comprehensive Model) 3-23
About Outbound Option Transfer to IVR 3-29
About Partitioning IVR Ports 3-30
About Performance Limitations 3-30
Transfer to IVR Call Flow 3-30
How to Set Up Outbound Option Transfer to IVR 3-31
Configuring Outbound Option Transfer to IVR 3-32
Reporting on the Outbound Option Transfer to IVR Feature 3-39
Configuring CVP/ISN with the Dynamic Routing Client 3-39
CHAPTER
4
Outbound Option Desktops 4-1
Cisco CTI Object Server (CTI OS) 4-1
Cisco CTI Toolkit (GeoDCS) 4-2
Cisco Agent Desktop (CAD) 4-2
Cisco Agent Desktop 4-3
Cisco Supervisor Desktop 4-3
Cisco Desktop Administrator 4-4
Outbound Option Extended Call Context Variables 4-4
Desktop Button Performance 4-8
CHAPTER
5
Sample Call Center Configuration 5-1
Sample Call Center 5-1
Servers 5-1
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Dialogic Cards 5-2
Outbound Option Configuration 5-2
Topology Diagram 5-3
Configuration Instructions 5-5
Dialer Configuration 5-5
Dialer General Configuration 5-6
Dialer Port Map Configuration 5-8
Dialer Softphone Registration 5-11
General System Time Options 5-12
Import Rules 5-13
Query Rules 5-17
Campaigns 5-19
Skill Groups and Dialed Numbers 5-26
Creating Skill Groups 5-26
Sample Personal Callback Scenario 5-26
CHAPTER
6
Dialing Modes 6-1
Understanding Dialing Modes 6-1
Predictive Dialing 6-1
Predictive Algorithm Example 6-2
Predictive Algorithm Parameters 6-2
Preview Dialing 6-6
Progressive Dialing 6-8
Understanding Blending Options 6-8
Administrative Script 1: TimeBasedControl 6-10
Administrative Script 2: ServiceLevelControl 6-11
OutboundPercent Variable 6-13
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Contents
CHAPTER
Outbound Option Reports 7-1
7
What is WebView? 7-2
Agent Reporting 7-4
Campaign Reporting 7-5
Dialer Reporting 7-7
Import Rule Reporting 7-7
Skill Group Reporting 7-8
Transfer to IVR Campaign Reporting 7-9
APPENDIX
A
Troubleshooting A-1
Basic Troubleshooting Tools A-1
AlarmTracker Client A-1
Outbound Option Object A-2
Campaign Manager Object A-2
Import Object A-2
Outbound Option Dialer Collection Object A-3
Event Management System (EMS) Alarms A-3
Dialogic Global Call Test Application A-7
Event Management System (EMS) Logs A-7
Campaign Manager A-7
Outbound Option Import A-9
Outbound Option Dialer A-10
Answering Machine Detection for Outbound Option on the Avaya DEFINITY A-11
Configuring Answering Machine Detection A-12
Outbound Option Dialer Title Bar A-13
Procmon Tool A-14
Important Dialer Procmon Commands A-14
Dumpalloc Command A-14
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Important Campaign Manager Procmon Commands A-16
Dumprt Command A-16
Symptoms and Troubleshooting Actions A-18
Frequently Asked Questions (FAQs) A-35
APPENDIX
B
Using Database Triggers with Outbound Option B-1
Dialing_List and Personal_Callback_List B-1
Sample Triggers B-2
Inserting a Row into an External Database B-3
Updating Contact Information in an External Database B-3
Deleting a Row from an External Database B-4
Running an External Executable from a Trigger B-4
Performance Considerations B-5
Recommended Practices B-6
APPENDIX
C
CTI OS Outbound Option ECC Variable Settings C-1
APPENDIX
D
Termination_Call_Detail Table D-1
TCD Column Descriptions D-5
Reservation Calls D-5
Customer Calls D-7
Transfer to IVR TCD Records D-8
APPENDIX
E
Dialing_List Table E-1
Dialing_List Table Columns E-1
Dialing_List Table CallStatus Values E-7
CallResult Field E-10
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Contents
GLOSSARY
INDEX
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About This Guide
Purpose
This manual describes how to administer and use the Cisco Intelligent Contact
Management (ICM)/IP Contact Center (IPCC) Outbound Option application
(formerly called “Blended Agent”). It also provides a sample call center
scenario—in this case, a campaign to handle a credit card offer is used. This
document also explains how Outbound Option can be configured to support this
type of campaign. The primary aim of this document is to familiarize the user with
Outbound Option configuration options and how those options relate to a real call
center.
For detailed configuration instructions and field descriptions, refer to the online
help.
Note
Refer to the Outbound Option Setup and Configuration Guide for Cisco
ICM/IPCC Enterprise & IPCC Hosted Editions for information about installing
and configuring Outbound Option. Cisco ICM software documentation is
available online at http://www.cisco.com.
Audience
This document is intended for call center managers and support personnel
experienced with using ICM software that want to learn how to use Outbound
Option.
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About This Guide
Organization
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 Architecture”
Provides information about the product
architecture and procedures for starting ICM
software and Outbound Option.
Chapter 3, “Outbound
Option Configuration
Components Overview”
Describes the Outbound Option Configuration
Components and discusses campaign management
concepts. This chapter also discusses the
Outbound Option personal callback feature.
Note
See the online help for detailed field
descriptions.
Chapter 4, “Outbound
Option Desktops”
Describes the Outbound Option desktops and the
CTI Extended Call Context (ECC) variables the
Outbound Option Dialer uses to exchange
information with the CTI Desktop.
Chapter 5, “Sample Call
Center Configuration”
Describes a sample call center and its resources,
and provides a tutorial for configuring Outbound
Option to support the sample call center.
Chapter 6, “Dialing
Modes”
Describes the Outbound Option outbound dialing
modes.
Chapter 7, “Outbound
Option Reports”
Provides information about how to produce agent,
campaign, Dialer, Import Rule, and skill group
reports, along with instructions on how to produce
custom reports.
Appendix A,
“Troubleshooting”
Provides troubleshooting hints and FAQs, plus
alarms and general messages accessible through
WebView.
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About This Guide
Organization
Chapter
Description
Appendix B, “Using
Database Triggers with
Outbound Option”
Describes how SQL Server database triggers can
be used to perform application-specific processing
when the Outbound Option Campaign Manager
closes or updates the status of any contact record
in the database.
Appendix C, “CTI OS
Outbound Option ECC
Variable Settings”
Contains a sample .REG file which creates the
appropriate Outbound Option ECC registry entries
for CTI OS.
Appendix D,
“Termination_Call_Detail
Table”
Provides the PeripheralCallType and
CallDisposition column values used in the
Termination_Call_Detail table. It also provides
the CED column values for Outbound Option
reservation or personal callback calls, and
describes the records that are generated when the
Outbound Option Dialer makes agent reservation
calls and customer calls.
Appendix E, “Dialing_List Provides information about the Dialing_List
Table”
table’s columns, CallStatus values, and CallResult
field.
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About This Guide
Conventions
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 Enterprise Edition Database
Schema Handbook.
The Save command from the File menu is
referenced as File > Save.
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.
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About This Guide
Obtaining Documentation
Cisco.com
You can access the most current Cisco documentation at this URL:
http://www.cisco.com/techsupport
You can access the Cisco website at this URL:
http://www.cisco.com
You can access international Cisco websites at this URL:
http://www.cisco.com/public/countries_languages.shtml
Product Documentation DVD
Cisco documentation and additional literature are available in the Product
Documentation DVD package, which may have shipped with your product. The
Product Documentation DVD is updated regularly and may be more current than
printed documentation.
The Product Documentation DVD is a comprehensive library of technical product
documentation on portable media. The DVD enables you to access multiple
versions of hardware and software installation, configuration, and command
guides for Cisco products and to view technical documentation in HTML. With
the DVD, you have access to the same documentation that is found on the Cisco
website without being connected to the Internet. Certain products also have .pdf
versions of the documentation available.
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
Documentation DVD (product number DOC-DOCDVD=) from the Ordering tool
or Cisco Marketplace.
Cisco Ordering tool:
http://www.cisco.com/en/US/partner/ordering/
Cisco Marketplace:
http://www.cisco.com/go/marketplace/
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About This Guide
Documentation Feedback
Ordering Documentation
Beginning June 30, 2005, registered Cisco.com users may order Cisco
documentation at the Product Documentation Store in the Cisco Marketplace at
this URL:
http://www.cisco.com/go/marketplace/
Cisco will continue to support documentation orders using the Ordering tool:
•
Registered Cisco.com users (Cisco direct customers) can order
documentation from the Ordering tool:
http://www.cisco.com/en/US/partner/ordering/
•
Instructions for ordering documentation using the Ordering tool are at
this URL:
http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm
•
Nonregistered Cisco.com users can order documentation through a local
account representative by calling Cisco Systems Corporate Headquarters
(California, USA) at 408 526-7208 or, elsewhere in North America, by
calling 1 800 553-NETS (6387).
Documentation Feedback
You can rate and provide feedback about Cisco technical documents by
completing the online feedback form that appears with the technical documents
on Cisco.com.
You can send comments about Cisco documentation to bug-doc@cisco.com.
You can submit comments by using the response card (if present) behind the front
cover of your document or by writing to the following address:
Cisco Systems
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883
We appreciate your comments.
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About This Guide
Cisco Product Security Overview
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.
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:
http://www.cisco.com/en/US/products/products_psirt_rss_feed.html
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:
•
1 877 228-7302
•
1 408 525-6532
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About This Guide
Obtaining Technical Assistance
Tip
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
The link on this page has the current PGP key ID in use.
Obtaining Technical Assistance
Cisco Technical Support provides 24-hour-a-day award-winning technical
assistance. The Cisco Technical Support & Documentation website on Cisco.com
features extensive online support resources. In addition, if you have a valid Cisco
service contract, Cisco Technical Assistance Center (TAC) engineers provide
telephone support. If you do not have a valid Cisco service contract, contact your
reseller.
Cisco Technical Support & Documentation Website
The Cisco Technical Support & Documentation website provides online
documents and tools for troubleshooting and resolving technical issues with Cisco
products and technologies. The website is available 24 hours a day, at this URL:
http://www.cisco.com/techsupport
Access to all tools on the Cisco Technical Support & Documentation website
requires a Cisco.com user ID and password. If you have a valid service contract
but do not have a user ID or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
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About This Guide
Obtaining Technical Assistance
Note
Use the Cisco Product Identification (CPI) tool to locate your product serial
number before submitting a web or phone request for service. You can access the
CPI tool from the Cisco Technical Support & Documentation website by clicking
the Tools & Resources link under Documentation & Tools. Choose Cisco
Product Identification Tool from the Alphabetical Index drop-down list, or click
the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool
offers three search options: by product ID or model name; by tree view; or for
certain products, by copying and pasting show command output. Search results
show an illustration of your product with the serial number label location
highlighted. Locate the serial number label on your product and record the
information before placing a service call.
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
describe your situation, the TAC Service Request Tool provides recommended
solutions. If your issue is not resolved using the recommended resources, your
service request is assigned to a Cisco engineer. The TAC Service Request Tool is
located at this URL:
http://www.cisco.com/techsupport/servicerequest
For S1 or S2 service requests or if you do not have Internet access, contact the
Cisco TAC by telephone. (S1 or S2 service requests are those in which your
production network is down or severely degraded.) Cisco engineers are assigned
immediately to S1 and S2 service requests to help keep your business operations
running smoothly.
To open a service request by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447
For a complete list of Cisco TAC contacts, go to this URL:
http://www.cisco.com/techsupport/contacts
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About This Guide
Obtaining Additional Publications and Information
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has
established severity definitions.
Severity 1 (S1)—Your network is “down,” or there is a critical impact to your
business operations. You and Cisco will commit all necessary resources around
the clock to resolve the situation.
Severity 2 (S2)—Operation of an existing network is severely degraded, or
significant aspects of your business operation are negatively affected by
inadequate performance of Cisco products. You and Cisco will commit full-time
resources during normal business hours to resolve the situation.
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
capabilities, installation, or configuration. There is little or no effect on your
business operations.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is
available from various online and printed sources.
•
Cisco Marketplace provides a variety of Cisco books, reference guides,
documentation, and logo merchandise. Visit Cisco Marketplace, the company
store, at this URL:
http://www.cisco.com/go/marketplace/
•
Cisco Press publishes a wide range of general networking, training and
certification titles. Both new and experienced users will benefit from these
publications. For current Cisco Press titles and other information, go to Cisco
Press at this URL:
http://www.ciscopress.com
•
Packet magazine is the Cisco Systems technical user magazine for
maximizing Internet and networking investments. Each quarter, Packet
delivers coverage of the latest industry trends, technology breakthroughs, and
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About This Guide
Obtaining Additional Publications and Information
Cisco products and solutions, as well as network deployment and
troubleshooting tips, configuration examples, customer case studies,
certification and training information, and links to scores of in-depth online
resources. You can access Packet magazine at this URL:
http://www.cisco.com/packet
•
iQ Magazine is the quarterly publication from Cisco Systems designed to
help growing companies learn how they can use technology to increase
revenue, streamline their business, and expand services. The publication
identifies the challenges facing these companies and the technologies to help
solve them, using real-world case studies and business strategies to help
readers make sound technology investment decisions. You can access iQ
Magazine at this URL:
http://www.cisco.com/go/iqmagazine
or view the digital edition at this URL:
http://ciscoiq.texterity.com/ciscoiq/sample/
•
Internet Protocol Journal is a quarterly journal published by Cisco Systems
for engineering professionals involved in designing, developing, and
operating public and private internets and intranets. You can access the
Internet Protocol Journal at this URL:
http://www.cisco.com/ipj
•
Networking products offered by Cisco Systems, as well as customer support
services, can be obtained at this URL:
http://www.cisco.com/en/US/products/index.html
•
Networking Professionals Connection is an interactive website for
networking professionals to share questions, suggestions, and information
about networking products and technologies with Cisco experts and other
networking professionals. Join a discussion at this URL:
http://www.cisco.com/discuss/networking
•
World-class networking training is available from Cisco. You can view
current offerings at this URL:
http://www.cisco.com/en/US/learning/index.html
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Obtaining Additional Publications and Information
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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.
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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 software. Refer to the Outbound Option Setup
and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted
Editions for detailed instructions on installing and configuring Outbound Option.
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.
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•
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.
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
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•
Transfer to IVR
•
Sequential dialing
•
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 Enterprise Edition 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.
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Refer to the Cisco IPCC Enterprise documentation at http://www.cisco.com for
more information.
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 states that if the OutboundControl skill group
setting is set to Dedicated, inbound calls will 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.
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Note
All four modes reserve an agent at the beginning of every outbound call cycle by
sending the agent a reservation call.
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 the Close button sets the BAResponse variable to indicate a close
operation, which closes out the record so it is not dialed again.
Note
The CTI Desktop 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):
•
PREVIEW_DIRECT_ONLY: Agent is only allowed to place outbound calls
•
PREVIEW_DIRECT_BLENDED: Agent can receive inbound calls and place
outbound calls
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Note
•
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.)
•
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 the “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.
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For information about creating reports, see Chapter 7, “Outbound Option
Reports.” Refer to the WebView online help for information about WebView.
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 one of the Close buttons
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.
See Chapter 3, “Outbound Option Configuration Components Overview,” 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.
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•
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.
•
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 Direct Preview mode; instead, the callback occurs in regular
preview 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
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Note
This option is not available for Outbound Option on the Avaya
DEFINITY.
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 Dialer only operates with the G.711 algorithm for this
feature.
See Chapter 3, “Outbound Option Configuration Components Overview,” 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/ISN
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.
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See Chapter 3, “Outbound Option Configuration Components Overview,” for
information about using the transfer to IVR feature.
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.
See Chapter 5, “Sample Call Center Configuration,” for information about setting
up campaign calling targets. 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.
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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.
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.).
See Chapter 3, “Outbound Option Configuration Components Overview,” 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,
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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).
Refer to the Outbound Option Setup and Configuration Guide for Cisco
ICM/IPCC Enterprise & IPCC Hosted Editions for more information about the
EnhancedSkillgroupBalance Registry setting.
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 Configuring 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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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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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). Refer to the
Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise
& IPCC Hosted Editions for detailed information about installing the Cisco CTI
Toolkit Outbound Desktop (Win32) and the CTI Desktop controls, and
instructions on how to associate the Cisco Desktop Administrator task buttons on
the agent desktop with the Outbound Option controls/actions. See Chapter 4,
“Outbound Option Desktops” for an overview of the Outbound Option desktops.
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C H A P T E R
2
Outbound Option Architecture
This chapter provides an overview of the Outbound Option architecture and
procedures for starting each Outbound Option component.
The Outbound Option Dialer is designed to maximize the resource utilization in
a contact center by dialing several customers per agent. After reaching a live
contact, the Outbound Option Dialer transfers the customer to an agent along with
a screen pop to the agent’s desktop. To optimize use of available agents, the
Outbound Option Dialer calculates the average amount of time an agent waits to
receive a call, and the average call handle time per agent. With this information,
the Outbound Option Dialer calculates the number of lines to dial so that agent
wait time is kept to a minimum.
Outbound Option Component Relationships
Figure 2-1 shows the component relationships within Outbound Option. These
relationships include the ICM software components that Outbound Option uses.
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Query Rules and Campaigns
Figure 2-1
Outbound Option Network Component Relationship
Logger
MR PG
MR PIM
Import
ODBC
EMT
Campaign
Manager
SQL
Server
EMT
IPCC PG
IPCC PIM*
CTI/CTI OS
TCP/IP
TCP/IP
Dialer
IP/T1/
Analog/E1
Admin
Workstation
CO
ACD/Cisco CallManager
Agent Desktop
62129
*Components with dashed lines are only used by IPCC
IP
Gateway
ECC Variables
Query Rules and Campaigns
Outbound Option views campaigns and query rules as logical entities that group
a set of contacts together.
Figure 2-2 shows the logical relationship between query rules and campaigns.
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Contact List
Logical Relationship Between Query Rules and Campaigns
Campaign 1
Campaign 2
Campaign 3
Dialing list
is used for
campaign
outbound calls
All dialing
lists live in
one physical
table
Dialing List
QueryRule 1
QueryRule 2
Contact 1 Table
QueryRule 3
62073
Figure 2-2
QueryRule 4
Contact 2 Table
Query rules filter
data from contact
tables to create
dialing list
Contact List
Contact centers purchase or maintain customer contact lists in files, which
Outbound Option imports. Outbound Option then generates a dialing list that is
then used for dialing customers.
Note
A contact list can be in comma-delimited or fixed-length file format, with a
maximum of 10240 characters per row.
Dialing List
The following table documents all the columns in the Dialing_List table.
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Contact List
Table 2-1
Dialing_List Table Columns
Column Name
Type
Description
DialingListID
INT
Cross-references a record that has
been moved from the contact_list to
this table.
CampaignID
INT
ICM identifier for this campaign.
GMTZone
SMALLINT
GMT of the customer number for the
home phone number.
GMTZoneWork
SMALLINT
GMT of the customer number for the
work phone number.
AccountNumber
VARCHAR
Customer account number.
PhoneHome
VARCHAR
Home phone number of the customer.
PhoneWork
VARCHAR
Work phone number of the customer.
PhoneWorkExt
VARCHAR
Work phone number extension of the
customer.
QueryRuleID
INT
ICM identifier for this query rule.
RedialLocationMode
CHAR
Range to dial back to the customer at
home or work.
CallbackDateTime
DATETIME
Time to attempt customer callback is
normalized to the logger GMT zone;
for example, if the Campaign
Manager is in Boston and the
customer is in California and wished
to be contacted at 3:00 PM, the time
in this column would be 6:00 PM.
Note
CallStatus
CHAR
The GMTZone column for
this customer must be set to
16.
Current status of the callback record,
such as 'P' for pending or 'C' for
closed.
Note
New records must be set to
‘P.’
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Do-Not-Call List
Table 2-1
Dialing_List Table Columns (continued)
Column Name
Type
Description
CallResult
SMALLINT
Telephony call result (busy, no
answer, etc.) or agent reservation
attempt result (Agent Rejected Call,
Unable to reserve, etc.).
CallsMadeHome
INT
Number of calls made to the home
phone number of the customer.
CallsMadeWork
INT
Number of calls made to the work
phone number of the customer.
LastName
VARCHAR
Last name of the customer.
FirstName
VARCHAR
First name of the customer.
Do-Not-Call List
United States federal law requires telephone solicitors to maintain Do-Not-Call
lists. A Do-Not-Call list ensures that those customers who request not to be
contacted will not be contacted regardless of the calling list imported into the
system. The Import process always imports Do-Not-Call lists into the same
do_not_call_list table. Adding a customer to this list is accomplished by
importing a Do-Not-Call list.
Note
The Do-Not-Call list is processed during contact_list imports and
do_not_call_list imports.
You can access information about the National Do-Not-Call list at the following
Web site: https://telemarketing.donotcall.gov/. The Federal Trade Commission’s
(FTC) Web site, http://www.ftc.gov/bcp/conline/edcams/donotcall/businfo.html,
contains information about telemarketing rules and regulations.
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Personal Callback List
Tip
To prevent unintentional deletion of the Do-Not-Call list, Outbound Option does
not support direct deletion of this list using the ICM Configuration Manager tools.
To remove the do_not_call_list table, run the SQL Query Analyzer and connect to
the private Outbound Option database. Then execute the 'drop table Do_Not_Call'
SQL query to delete the table.
Personal Callback List
The Personal Callback List maintains a list of customer records scheduled to be
called back by a specific agent. The Campaign Manager creates the
Personal_Callback_List in the Outbound Option private database the first time the
Campaign Manager runs. The Personal_Callback_List is managed by the
Campaign Manager; however, records can be inserted into this list using any
PSO/third-party application tool.
When an agent (working in an outbound campaign) schedules a personal callback
with the personal callback mode enabled, the scheduled callback is treated as a
personal callback (for the agent who scheduled the callback). The original record
in the contact_list is updated with CallStatus=S (“S” indicates the customer
record has a personal callback scheduled) and a new record is inserted into the
Personal_Callback_List.
The following table documents all the columns in the personal callback table.
Only the bolded columns are required when inserting records from a third-party
tool.
Table 2-2
Personal Callback Table Columns
Column Name
Type
Description
PersonalCallbackListID
AUTO-INT
Unique identifier for each record in
this table.
DialingListID
INT
Cross-references a record that has
been moved from the contact_list to
this table.
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Table 2-2
Personal Callback Table Columns (continued)
Column Name
Type
Description
CampaignID
INT
Campaign ID (if the record was
originally dialed as part of a
campaign).
PeripheralID
INT
Peripheral ID for the peripheral
where the agent would be available.
AgentID
INT
Agent to which the call has to be
connected.
AlternateVDN
VARCHAR
VDN to use (if original agent is
unavailable).
GMTZone
SMALLINT
GMT of the customer number (if
NULL. the local GMT zone is
assumed). If this value is provided, it
must always be a positive value from
0 to 23. Convert all negative GMT
values using the following formula:
24 + (negative GMT value). For
example, the US eastern time zone is
-5, so the value stored in this column
is 24 + (-5) = 19.
Phone
VARCHAR
Phone number to call back.
AccountNumber
VARCHAR
Customer account number.
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Table 2-2
Personal Callback Table Columns (continued)
Column Name
Type
Description
MaxAttempts
INT
Maximum number of times a call will
be attempted (decrements at each
attempt). An “attempt” is defined as
the Outbound Option Dialer’s
attempt to reserve the agent and make
the customer call. Since the
Outbound Option Dialer is
responsible for placing multiple
customer call attempts (busy, no
answer), the actual individual call
attempts are not tracked here; only
the end result at the end of the
callback time range.
Note
CallbackDateTime
DATETIME
Time to attempt customer callback is
normalized to the logger GMT zone;
for example, if the Campaign
Manager is in Boston and the
customer is in California and wished
to be contacted at 3:00 PM, the time
in this column would be 6:00 PM.
Note
CallStatus
CHAR
SMALLINT
The GMTZone column for
this customer must be set to
16.
Current status of the callback record,
such as 'P' for pending or 'C' for
closed.
Note
CallResult
Once this column is set to 0
no more attempts will be
made.
New records must be set to
‘P.’
Telephony call result (busy, no
answer, etc.) or agent reservation
attempt result (Agent Rejected Call,
Unable to reserve, etc.).
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Outbound Option Dialer Process Flow
Table 2-2
Personal Callback Table Columns (continued)
Column Name
Type
Description
LastName
VARCHAR
Last name of the customer.
FirstName
VARCHAR
First name of the customer.
Outbound Option Dialer Process Flow
Figure 2-3 shows the process flow in Predictive/Progressive mode for the
Outbound Option Dialer.
Figure 2-3
Outbound Option Dialer Process Flow in Predictive/Progressive
Mode
1.
Outbound Option Dialer requests skill group statistics from CTI Server.
2.
CTI Server returns skill group statistics from the ACD.
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Outbound Option Dialer Standby and Recovery Model
3.
Outbound Option Dialer uses predictive logic to calculate the number of lines
to dial and requests customer records from the Campaign Manager. Campaign
Manager retrieves the required customers from its database and sends those
customers to Outbound Option Dialer.
4.
Outbound Option Dialer makes reservation calls to agents via a VDN (Avaya
ACD) or MR interface (IPCC Enterprise). Once agents are reserved,
Outbound Option Dialer makes customer calls via a telephony card (Avaya
ACD) or a Cisco Gateway (IPCC Enterprise). Call classification (that is, the
result of the call: busy, answering machine, SIT tone, etc.) is handled on
Outbound Option Dialer. In addition, the Outbound Option Dialer sends
reservation calls to an agent’s queue.
5.
If a customer is contacted, they are transferred to an available agent within
the skill group.
6.
(Optional functionality provided by Cisco Client Services or the Outbound
Option customer) When agents receive customer calls, they get an HTML
based scripting popup on their desktops originating from Microsoft Active
Server Pages.
7.
After a customer call ends, a wrap-up code is sent to Campaign Manager to
save in the Logger database.
Outbound Option Dialer Standby and Recovery
Model
Outbound Option implements a load balancing paradigm at the Outbound Option
Dialer level. If a dialer process terminates for any reason other dialers at the same
location would become aware of this information and attempt to take over the
failed dialer’s load; resources permitting. The Outbound Option Campaign
Configuration Component would mark records contained in the failed dialer with
a status of 'U.' These records are reset every hour to a Pending ('P') state. If the
disconnected dialer was offline due to a network outage, it caches call results and
updates its records to the correct call result.
On the Avaya DEFINITY if the dialer process unexpectedly terminates, reserved
agents stay reserved and active calls continue to ring customer phones until the
node manager restarts the dialer process. (The exception to this rule is when a
dialer computer halts. In this case, all calls will be terminated.)
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Starting ICM Software
Starting ICM Software
To start the ICM system, start the ICM Distributor, Logger, and CallRouter
services from the ICM Service Control window on the Central Controller
machine. When the ICM Logger starts, ICM software starts the Outbound Option
Campaign Manager and Import process application.
During the ICM installation, if the automatic startup option was chosen, the ICM
and Outbound Option applications run each time during login. If automatic
startup was not chosen, use the following instructions to start the ICM and
Outbound Option applications.
Refer to the ICM Installation Guide for Cisco ICM Enterprise Edition for more
information about starting ICM software and its components.
How to start ICM software
Step 1
After logging onto the system, access ICM software by double-clicking the Cisco
Admin Workstation icon. The Admin Workstation window appears.
Every Admin Workstation has the Cisco Admin Workstation group. The Cisco
Admin Workstation group contains ICM software reporting, scripting, and call
routing tools.
Note
If the ICM Service Control shortcut exists on the desktop, skip Step 2 and
double-click the icon to access ICM software Distributor, Logger, and CallRouter
services.
Step 2
Within the Cisco Admin Workstation window, double-click the ICM Service
Control icon. The ICM Service Control window appears.
Step 3
Click the Start All button. After a few seconds, the State column displays
“Running” to indicate the services have been activated.
Notice that several ICM software active program buttons appear on the taskbar at
the bottom of your screen.
These programs are processes that start automatically. Do not close any of these
processes.
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Starting the Outbound Option Configuration Components
At this point, the ICM Admin Workstation and ICM Service Control windows can
be minimized.
Starting the Outbound Option Configuration
Components
After starting ICM services, access the Outbound Option Configuration
Components to configure Outbound Option.
How to start Outbound Option
Step 1
Maximize the ICM Admin Workstation window.
Step 2
Double-click the Configuration Manager icon. The ICM Configuration
Manager window appears.
Step 3
Select the Outbound Option option in the menu selection box located at the top
of the window. The Outbound Option Configuration Components appear.
Step 4
Double-click the required Outbound Option Configuration Component.
Chapter 3, “Outbound Option Configuration Components Overview,” provides an
overview of the Outbound Option Configuration Components and campaign
management concepts.
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Outbound Option Configuration
Components Overview
This chapter provides an overview of the Outbound Option Configuration
Components, which can be used to:
Note
•
Define the system dialing time
•
Configure dialers
•
Create import rules
•
Create query rule definitions
•
Create campaigns
Specific instructions on how to use the Outbound Option Configuration
Components to configure Outbound Option are not provided in this chapter. See
the online help for detailed information about how to use these components.
This chapter also describes how to use the Outbound Option personal callback,
answering machine detection, transfer to IVR, and sequential dialing features.
•
Personal callback allows an agent to schedule a callback to a customer for a
particular date and time, which connects the same agent that initiated the
callback to the customer at the time of the callback.
•
Call Progress Analysis (CPA) enables the Outbound Option Dialer to detect
answering machines, faxes/modems, and answering machine terminating
tones.
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Getting Acquainted with the Outbound Option Configuration Components
Note
•
Transfer to IVR provides an 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.
Note
•
This feature is available for both Outbound Option on IPCC
Enterprise and Outbound Option on the Avaya DEFINITY; however,
terminating tone (beep) detection is not available for Outbound
Option on the Avaya DEFINITY.
This feature is only supported for Outbound Option on IPCC
Enterprise and System IPCC. You can not use this feature in the
Direct Preview or the regular Preview modes. Outbound Option
deployments in System IPCC do not support CVP/ISN and only
support IP IVR Type 9.
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.
Getting Acquainted with the Outbound Option
Configuration Components
This section provides some basic information about the Outbound Option
Configuration Components.
Navigating the Outbound Option Configuration Components
After opening the ICM Configuration Manager and selecting the Outbound
Option option, the ICM Configuration Manager window displays the Outbound
Option Configuration Components.
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Getting Acquainted with the Outbound Option Configuration Components
Use the Outbound Option Configuration Components to configure Outbound
Option in the order below:
1.
System Options: Defines the time range that Outbound Option calls
customers
2.
Dialer: Configures the dialer area code and maps phone extensions to ports
3.
Import Rule: Schedules contact and do-not-call imports
4.
Query Rule: Filters contact records based on SQL queries and associates
those records with a campaign
5.
Campaign: Defines campaign settings, such as the campaign name,
description, answering machine detection, personal callback settings, dial
settings, and query rule, skill group selections
Window Layout
When a Outbound Option Configuration Component is double-clicked in the ICM
Configuration Manager window, the relevant configuration window appears. In
nearly all cases, the window consists of three main areas:
•
Select filter data box
•
List box
•
Tabbed properties area
The following illustration displays these areas.
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Figure 3-1
Outbound Option Configuration Component Windows Layout
Select Filter Data Box
The Select filter data box is in the upper-left corner of the window. This box
retrieves existing items that contain certain attributes by selecting the filters from
the fields in this box.
To retrieve an existing item, select the appropriate filter(s) from and click the
Retrieve button.
List Box
After selecting the appropriate filter(s) in the Select filter data box and clicking
the Retrieve button, the list box displays matching items. When selecting an item
from the list, information about that item appears in the tabbed properties area in
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Outbound Option Configuration Components Description
the right side of the window. For example, clicking a campaign name in the
Campaign list box, the campaign information displays in the tabbed properties
area.
All list boxes contain buttons that perform the following actions:
Button
Description
Add
Add a new item.
Delete
Delete an existing item.
Revert
Reset the information back to the original settings.
Tabbed Properties Area
The tabbed properties area is where detailed configuration information is
supplied.
For example, within the tabbed properties area in the Campaign window the first
three tabs configure the campaign components:
•
Campaign General: Sets general campaign dialing properties.
•
Query Rule Selection: Sets query rules associated with the selected
campaign.
•
Skill Group Selection: Sets skill groups associated with the selected
campaign.
•
Call Target: Determines when the campaign can call business and/or home
targets.
Some tabs contain Add or Modify buttons that open a dialog box where additional
configuration information can be saved.
Outbound Option Configuration Components
Description
The following sections describe each Outbound Option Configuration Component
in the order used to create a campaign, not in their order of appearance in the ICM
Configuration Manager window.
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Outbound Option Configuration Components Description
Note
Detailed information about the properties of the Outbound Option Configuration
Components is described in the online help.
System Options
Use the System Options component to set the global properties for Outbound
Option by defining the dialing time range for campaigns.
The following configuration options are available:
•
Define the dialing time range when a campaign can call customers in the
General Options tab. (The time range supplied is the local time of the
customer.)
•
Configure business and home dialing time information for all the campaigns
at once in the Bulk Update tab.
For detailed instructions on how to configure the system options, see the online
help.
Dialer
Use the Dialer component to configure the Outbound Option Dialer properties,
including dial tone detection, voice detection speed, local area code, and mapping
dialer ports to phone extensions.
Note
Properties with an asterisk (*) beside them must be set.
The following configuration options are available:
Note
•
Configure dialer options, such as dial tone detection, local area code, and
peripheral selection
•
Map dialer ports to extensions
You must enable dial tone detection for this component.
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For detailed instructions on how to configure the dialer properties, see the online
help.
Import Rule
Use the Import Rule component to configure Outbound Option imports.
The following configuration options are available:
Note
•
Configure import file type (comma-delimited or fixed-length format) and
import mode (replace or append)
•
Describe the import file data format using the Definition tab
•
Provide import file location
•
Schedule imports using the Schedule tab
Important! When attempting to import customer data files from a computer that
is running Cisco Security Agent (CSA), make sure the following is done to ensure
proper operation:
-- The path to the file begins with “<drive>\customer\import” or
“\\computer\customer\import.” This path rule does not apply if the import file is
located on the same computer as the import process.
-- The import process user has network and directory read/write access to the
“customer” directory as well as the “import” directory.
For detailed instructions on how to configure import rules, see the online help.
How Outbound Option Works with Area Codes
In Outbound Option a prefix (area code) determines the geographical location of
the phone number you are dialing to, which gives the GMT (Greenwich Meridian
Time) zone. The database maps the area codes to the time zones. When using a
ten-digit number, Outbound Option searches for the first three digits in the
database to determine the time zone.
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Note
This configuration works within the U.S. and also outside the U.S. with all regions
that have the same length area code.
Outbound Option uses the Region_Prefix table, which contains the following:
•
Prefix (for example, “978”)
•
GMT (for example, 19)
•
Daylight Savings Time (DST) flag (“Y” or “N”), which determines if that
area code observes DST
•
Region_ID, which identifies the region for this prefix (value that points to a
row in the Region table).
Above the Region_Prefix table is the Region table, which contains the Region_ID
and the ID’s description.
The U.S. area code mappings are provided along with the product. International
customers must provide their own data and add it to the database.
How Time Zones are Selected
In Outbound Option time zones are selected based on the data in the
Region_Prefix database.
Query Rule
Use the Query Rule component to create customer lists based on SQL queries.
More specifically, a query rule can create a list of contact records based on any
data provided with that record.
The following configuration options are available:
•
Associate an import with a query rule
•
Provide a SQL command to select contact records from an import
For detailed instructions on how to configure query rules, see the online help.
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Using the Personal Callback Feature
Campaign
Use the Campaign component to configure the properties for the campaign,
including the campaign name and description, personal callback settings, query
rule, and skill group selection, and the time range when a campaign can call
business or home targets.
Note
Properties with an asterisk (*) beside them must be set.
The following configuration options are available:
•
Assign existing query rules to the campaign in the Query Rule Selection tab.
•
Assign existing skill groups to the campaign in the Skill Group Selection tab.
•
Define the campaign call time in the Call Target tab. (The times specified are
the local times of the contact.)
•
Configure the Personal Callback dialing mode
•
Set answering machine detection options
•
Control predictive/progressive dialing variables
For detailed instructions on how to configure campaigns, see the online help.
Using the Personal Callback Feature
The following sections describe how to enable and configure the personal
callback feature, and provide information about scheduling a personal callback.
Note
Personal callbacks that are scheduled while the agent is in Direct Preview mode
do not occur in Direct Preview mode; instead, the callback occurs in regular
preview mode (agent will not hear the call ring out). Be aware that only one dialer
on a particular peripheral is assigned personal callback records.
How to enable the personal callback setting
Step 1
Open the Outbound Option Campaign Configuration Component.
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Note
Step 2
See the online help for detailed information about how to use the
Outbound Option Configuration Components.
Set the personal callback mode for a particular campaign by clicking the
Personalized callback checkbox.
How to configure personal callbacks
Some personal callback options must be configured through the registry.
Furthermore, if a personal callback record is not associated with a campaign it
follows the rules configured within the registry.
Note
Important! The PersonalCallbackEnabled registry entry must be set to 1 to
enable personal callback functionality. This must be done in addition to enabling
personal callbacks at the campaign level.
Personal callbacks contain the ID of the agent who will be connected to the
customer when the callback is placed.
Step 1
Configure the reschedule callback mode in the Outbound Option Campaign
Configuration Component by selecting one of the following options on the
Campaign General tab:
•
Use the alternate VDN
•
Reschedule the personal callback to the same time the next business day
•
Abandon the personal callback
Step 2
Open the HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\<instance name>\LoggerA\BlendedAgent\CurrentVersion folder in the
Outbound Option registry.
Step 3
Configure the personal callback registry entries listed in the following table.
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Name
Default
Value
CallbackTimeLimit
15
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 value is between the
current time and the sum of the current time
minus the CallbackTimeLimit.
PersonalCallbackEnabled
0
Enables the Personal Callback option.
Description
Note
This entry must be set to 1 to enable
personal callback functionality. This
must be done in addition to enabling
personal callbacks at the campaign
level. To disable personal callbacks,
set this entry to 0. (Default is 0.)
PersonalCallbackTimeToRetryBusy
1
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).
PersonalCallbackTimeToRetryNoAnswer
20
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).
PersonalCallbackTimeToRetryReservation
5
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).
PersonalCallbackMaxAttemptsDefault
5
Sets the maximum number of times a personal
callback will be 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).
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Default
Value
Name
Description
PersonalCallbackTimeToCheckForRecords 5
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).
PersonalCallbackDaysToPurgeOldRecords
5
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).
PersonalCallbackRecordsToCache
20
The number of personal callback records to
send to the Outbound Option Dialer at one
time (minimum value is 5; maximum value is
100).
PersonalCallbackSaturdayAllowed
0
Indicates whether personal callbacks are
allowed on Saturdays:
PersonalCallbackSundayAllowed
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.
Indicates whether personal callbacks are
allowed on Sundays:
•
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 will be rescheduled
for the following Monday.
•
1: Personal callbacks are allowed on
Sundays.
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Name
Default
Value
PersonalCallbackCallStatusToPurge
C, M
Description
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 is
assumed.)
Note
PersonalCallbackNoAnswerRingLimit
4
The call status values can optionally
be delimited using a comma, a
hyphen, a semi-colon, or a colon.
The number of times a customer phone rings
before being classified as an unanswered call
(minimum value is 2; maximum value is 10).
How to identify personal callback records in the Termination_Call_Detail table
Step 1
Every personal callback record has the string Callback in the CED column.
Scheduling a Personal Callback
Personal callbacks are scheduled through the Agent Desktop. During a call, or
when a call is in wrap-up mode, an agent can click the Callback button and enter
a date and time for the callback. If the personal callback feature is enabled, the
callback is scheduled for this particular agent at either the same customer phone
number or a different customer phone number entered at the desktop.
When ICM software initiates a personal callback, the Agent Desktop indicates
this call type by displaying “Outbound Callback” as the call mode. (Personal
callbacks are handled in the same manner as any preview call.) The agent can then
do one of the following:
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•
Click the Accept button to accept the call.
•
Click one of the Reject buttons to reject the call, which closes out the
personal callback record and discontinues any future attempts to contact this
customer. For example, this feature is useful if the agent has already spoken
to this customer prior to the scheduled personal callback and now wants to
avoid any more calls with this customer.
The following examples display the differences between a standard callback and
a personal callback.
Example 3-1
Standard Callback Example
Example 3-2
Personal Callback Example
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Using the Call Progress Analysis (CPA) Feature
See the “Sample Personal Callback Scenario” section in Chapter 5, “Sample Call
Center Configuration,” for more information about using this feature.
Using the Call Progress Analysis (CPA) Feature
Note
Important! Enhanced Call Progress Analysis is supported on the IPCC
Enterprise Outbound Option Dialer only when silence suppression is disabled on
the outbound call. (See “Disabling Silence Suppression” for detailed
instructions.) Silence suppression does not need to be disabled when using
Outbound Option on the Avaya DEFINITY.
About Call Progress Analysis
Note
Call Progress Analysis (CPA) is not available while using the Direct Preview Only
and Direct Preview Blended modes.
The Call Progress Analysis (CPA) feature consists of three different functions:
•
Answering Machine Detection (AMD)
•
Fax/modem detection
Note
•
Answering machine terminating beep detection
Note
Note
Fax/modem detection is always enabled.
This option is not available for Outbound Option on the Avaya
DEFINITY.
The Outbound Option Dialer only operates with the G.711 algorithm for this
feature.
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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 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
You can not configure a campaign to be both an agent campaign and a transfer to
IVR campaign at the same time (they must be separate campaigns).
Required Voice Gateway Configuration
When 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. MTP uses unnecessary resources and
could cause delays.
Note
Outbound Option deployments in System IPCC do not support CVP/ISN.
About Silence Suppression
When silence suppression is enabled on a gateway, the transmit RTP stream is
stopped by the source during periods of perceived silence. The default behavior
of most IP devices generates comfort noise during these periods, so that the
person at the receiving end point does not believe the call has become
disconnected.
In order to classify a signal as accurately as possible, the IPCC Enterprise
Outbound Option Dialer requires a steady RTP stream from the remote end point.
Therefore, silence suppression, or voice activated detection (VAD), must be
disabled.
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Silence suppression is controlled by several devices in the VoIP network,
depending upon how the destination end point is reached. In most cases, the IPCC
Enterprise Outbound Option Dialer dials customers on the PSTN via a gateway.
There are different configuration requirements needed to disable VAD depending
upon which type of gateway is involved.
The following sections provide configuration requirements for H.323 gateways
(AS5300, AS5400,etc.), MGCP gateways (6608, etc.), and direct
CallManager-based IP calls.
Disabling Silence Suppression
Using Dial Peers to Set Up the Dial Plan
H.323 gateways use the concept of dial peers to set up the dial plan. The following
Cisco TAC Technical Notes, located on Cisco.com at
http://www.cisco.com/en/US/tech/tk652/tk90/tech_tech_notes_list.html, explain
how dial peers are set up in an H.323 gateway:
•
Voice - Understanding Dial Peers and Call Legs on Cisco IOS Platforms
(Document ID: 12164)
•
Voice - Understanding How Inbound and Outbound Dial Peers are Matched
on Cisco IOS Platforms (Document ID: 14074)
•
Voice - Understanding Inbound and Outbound Dial Peers on Cisco IOS
Platforms (Document ID: 12425)
Relationship Between Dial Peers and Call Legs
A voice call over a packet network is segmented into discrete call legs that are
associated with dial peers (a dial peer is associated with each call leg). A call leg
is a logical connection between two router/gateways or between a router/gateway
and an IP telephony device; for example, Cisco CallManager and SIP Server.
Figure 3-2 and Figure 3-3 illustrate this concept.
In Figure 3-2 (toll-bypass), a voice call comprises four call legs: two from the
perspective of the originating router/gateway and two from the perspective of the
terminating router/gateway.
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Figure 3-2
Voice Dial Peers / Call Legs Toll-bypass Scenario
In Figure 3-3, a voice call comprises two call legs.
Figure 3-3
Voice Dial Peers / Call Legs: CallManager System with IOS Gateway
Scenario
In the Figure 3-3, a voice call compromises two call legs.
Note
The terms originating router/gateway and terminating router/gateway are
dependent on the source to destination direction of the call.
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How to disable silence suppression on H.323 Release 12.3(1) gateways
Note
Step 1
The following information is applicable to the specific release and gateway
mentioned in this section. Refer to the gateway product’s documentation for
specific configuration information.
Using the terminology of Figure 3-2 above, the IPCC Enterprise Outbound Option
Dialer uses an H.323 gateway as a “Terminating Gateway.” Therefore, at a
minimum, create an inbound VoIP dial peer and a matching outbound POTS dial
peer for the Dialer.
Silence suppression is disabled on the inbound VoIP dial peer; for example,
assume that the IPCC Enterprise Outbound Option Dialer will place calls through
an H.323 gateway to numbers with the following pattern 508XXXXXXX. The
Dialer ports assigned to the IPCC Enterprise Outbound Option Dialer are 5000
through 5096.
Step 2
Configure the inbound VoIP dial peer in one of the following ways. For fastest
matching, the dial peer must match the dialed number, as follows:
dial-peer voice 100 voip
incoming called-number 508.......
codec g711ulaw
no vad
<========== silence suppression disabled
Note that the 'no vad' command, when applied to a VoIP dial peer, disables silence
suppression for all calls made to 508xxxxxxx. This setup, however, might not be
desirable as this setting affects all outbound calls made to this number range, not
just calls from the Dialer. Therefore, the inbound dial peer can instead match on
the calling number as follows:
dial-peer voice 100 voip
answer-address 50..
codec g711ulaw
no vad
<========== silence suppression disabled
Note
The above dial peer only matches the calls which emanate from the
Dialer; other calls will not be affected.
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The matching outbound dial peer would look something like the following:
dial-peer voice 200 pots
destination-pattern 508.......
no digit-strip
direct-inward-dial
port 0:D
Note
The port command above, as well as other parameters, might be different
for a particular setup.
How to disable silence suppression on Cisco CallManager and MGCP gateways
Step 1
Open the Cisco CallManager application and select Service > Service
Parameters from the Administration menu.
Step 2
Disable silence suppression by setting the following parameters located under the
Configured Service Parameters box to False (F):
Step 3
•
SilenceSuppresionSystemWide: This parameter disables silence suppression
for all skinny devices.
•
SilenceSuppresionWithGateways: This parameter disables silence
suppression for all MGCP gateways.
Click Cisco CallManager’s IP address or name and select Cisco CallManager.
How to Set Up Outbound Option Call Progress Analysis
Step 1
Double-click the ICM Configuration Manager icon in the ICM Admin
Workstation window.
Step 2
Double-click the Campaign Configuration Component, then click the Campaign
Purpose tab.
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Note
Step 3
Click the Agent Based Campaign option.
Note
Step 4
This type of campaign uses an outbound mode that causes the Dialer to
transfer every customer call associated with a specific skill group to an
agent.
Click the Enable IP AMD option for Outbound Option on IPCC Enterprise or the
Enable TDM AMD option for Outbound Option on the Avaya DEFINITY, if
answering machine detection is desired. Voice detection and fax detection are
always enabled by default.
Note
Step 5
Refer to the Outbound Option online help for detailed information about
the options on the Campaign Purpose tab.
Outbound Option on IPCC Enterprise users must only use the Enable IP
AMD option. Refer to the Outbound Option online help for detailed
information about the CPA options.
Configure the rest of the settings.
Dialer Registry Settings for Call Progress Analysis Feature
Table 3-1 lists the Dialer registry settings that must be used with the CPA feature.
Note
Each registry setting is pre-pended with “CPA” in order to easily identify these
parameters. Do not modify these parameters for most situations.
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Table 3-1
Dialer Registry Settings for Call Progress Analysis Feature
Dialer Registry Setting
Description
CPAJitterBufferDelay
Jitter buffer delay (in mS).
CPAActiveThreshold
Signal must exceed
CPAActiveThreshold*noiseThreshold
to be considered active. For example,
32 is 10 * log(32) = 15 dB. (Default is
32.)
CPAAnalysisPeriod
Maximum amount of time (from the
moment the system first detects
speech) that analysis will be performed
on the input audio.
CPAMinSilencePeriod
Amount of time that the signal must be
silent after speech detection to declare
a live voice (in mS).
CPAMaxNoiseFloor
Maximum Noise floor possible. Used
to restrict noise floor measurement.
CPAMinNoiseFloor
Minimum Noise floor possible. Used
to restrict noise floor measurement.
CPAMaxToneSTDEV
Standard deviation of zero crossing
rate per block. Values lower than this
are considered tones.
DisableIPCPA
Boolean registry setting. When this
registry setting is set to 1, all Call
Progress Analysis for all calls made
from this dialer will be disabled,
including voice detection, fax/modem
detection and answering machine
detection. Default is 0.
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Using the Transfer to IVR Feature
Using the Transfer to IVR Feature
The transfer to IVR feature provides Outbound Option on IPCC Enterprise with a
new 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/ISN 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 or the regular Preview modes. Outbound Option deployments in System
IPCC do not support CVP/ISN and only support IP IVR Type 9.
Prerequisites for Outbound Option Transfer to IVR
The following tables list the prerequisites that must be completed before you
configure the Outbound Option transfer to IVR feature:
•
Table 3-2 lists the prerequisites when using Cisco IP IVR Types 2 and 9.
•
Table 3-3 lists the prerequisites when using Cisco CVP/ISN Types 5 and 7
(CVP/ISN Comprehensive Model).
Cisco IPCC Enterprise Features Not Supported with Cisco CVP/ISN Type 5
(Comprehensive Model)
Note
Outbound Option deployments in System IPCC do not support CVP/ISN.
The following IPCC Enterprise features are not supported with CVP/ISN Type 5
(CVP/ISN Comprehensive Model):
•
Queue & Transfer Model and Advanced Speech Model.
•
Outpulse transfers (for example, the AT&T *8 takeback and transfer service)
for a call that has been sent to CVP/ISN from Cisco CallManager via
Outbound Option.
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•
Using both of the “Press 1 or Say 1” VRU application prompts (for example,
“For sales, press or say 1; for service, press or say 2...”) for a call that has
been sent to CVP/ISN from CallManager using Outbound Option. Every
“Run External” ICM script node must be set up to allow either DTMF key
collection or digit voice collection, but not both; therefore, you can prompt
the caller to “Press 1” or “Say 1,” but not both.
•
All outbound calls that arrive at CVP/ISN from CallManager that are not
G711 (voice encoding protocol for VoIP). All calls that are transfered to
agents from CVP/ISN after outbound IVR treatment must also be G711.
•
Call context. All call context is lost when making the transfer, including the
values of Outbound Option ECC variables.
Note
To obtain call context variables that will provide screen pops and
ANI, prompt the caller using CVP/ISN and ask for his/her phone
number and any other needed data.
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Table 3-2
Prerequisites for Outbound Option Transfer to IVR using IP IVR Types 2 and 9
Item
Description
Installed software
•
Note
Cisco ICM sofware or Cisco System IPCC
For non-System IPCC deployments, to ensure Outbound Option
is properly installed, the Outbound Option option in the Logger
Component Properties window and the Outbound Option
Support option in the Admin Workstation Client Properties
window must be enabled while installing ICM software using
the ICM Setup application.
For System IPCC deployments, install the System IPCC
components and the Outbound Controller as described in the
System IPCC Installation and Configuration Guide for Cisco
IPCC Enterprise Edition.
Outbound Option
prerequisite tasks
•
Cisco CallManager
•
Cisco CTI OS
•
Cisco CAD
•
Cisco IP IVR
Note
Important! Refer to the Cisco Customer Response Applications
documentation set for information about IP IVR. System IPCC
deployments only support IP IVR Type 9 for Outbound Option.
Use IP IVR Type 2 with Generic PGs.
Note
For complete and current information on software releases, refer
to the Cisco Intelligent Contact Management Software Release
7.0(0) Bill of Materials (BOM). The ICM BOM is available at:
http://www.cisco.com/univercd/cc/td/doc/product/icm/
index.htm.
•
Create a campaign
•
Create the query rules
•
Import the records
Refer to the Outbound Option Setup and Configuration Guide for Cisco
ICM/IPCC Enterprise & IPCC Hosted Editions for detailed information
about performing these tasks.
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Table 3-2
Prerequisites for Outbound Option Transfer to IVR using IP IVR Types 2 and 9 (continued)
Item
Description
Set up translation route
Create a translation route to a skill group for a Generic PG or an
IPCC/SoftACD PG, which will be used in the routing script. Note that
the translation route must point at a Queue to Skill node. Note also that
in System IPCC deployments, translation routes are handled
automatically by the IPCC System PG.
Refer to the IPCC Installation and Configuration Guide for Cisco IPCC
Enterprise Edition for detailed information about performing these
configurations.
Set up CTI ports/route
points
Configure the CTI ports/route points in Cisco CallManager for IP IVR.
Verify Router registry key
Verify that the following router registry key on Side A and Side B of the
Router contains a value of 2:
Refer to the Getting Started with Cisco Customer Response Applications
guide and the IPCC Installation and Configuration Guide for Cisco
IPCC Enterprise Edition for detailed information about performing
these configurations.
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\<customer instance>\RouterA/B\Router\
CurrentVersion\Configuration\Global\SkillGroupCallsInQTimer
Interval = 2
Configure IP IVR ports
Configure the total number of IP IVR ports in IP IVR.
Configure ICM scripts
Configure the scripts that need to be played by following the instructions
in the Cisco IP IVR documentation.
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Table 3-3
Prerequisites for Outbound Option Transfer to IVR using CVP/ISN Types 5 and 7
Item
Description
Installed software
•
Note
Outbound Option
prerequisite tasks
Cisco ICM software
To ensure Outbound Option is properly installed, the Outbound
Option option in the Logger Component Properties window and
the Outbound Option Support option in the Admin
Workstation Client Properties window must be enabled while
installing ICM software using the ICM Setup application.
•
Cisco CallManager
•
Cisco CTI OS
•
Cisco CAD
•
Cisco Internet Service Node (CVP/ISN)
Note
Important! Outbound Option only supports CVP/ISN Types 5
and 7 (CVP/ISN Comprehensive Model). Refer to the Cisco
Internet Service Node documentation set for information about
CVP/ISN. Outbound Option deployments in System IPCC do
not support CVP/ISN.
Note
For complete and current information on software releases, refer
to the Cisco Intelligent Contact Management Software Release
7.0(0) Bill of Materials (BOM). The ICM BOM is available at:
http://www.cisco.com/univercd/cc/td/doc/product/icm/
index.htm.
•
Create a campaign
•
Create the query rules
•
Import the records
Refer to the Outbound Option Setup and Configuration Guide for Cisco
ICM/IPCC Enterprise & IPCC Hosted Editions for detailed information
about performing these tasks.
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Table 3-3
Prerequisites for Outbound Option Transfer to IVR using CVP/ISN Types 5 and 7
Item
Description
Verify Router registry key
Verify that the following router registry key on Side A and Side B of the
Router contains a value of 2:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\<customer instance>\RouterA/B\Router\
CurrentVersion\Configuration\Global\SkillGroupCallsInQTimer
Interval = 2
Configure MTP for Voice
Browser
When using CVP/ISN and configuring the Voice Browser as an H.323
gateway in CallManager, enable this option by clicking the Media
Termination Point Required checkbox (accessed from the Device >
Gateway menu).
Note
Important! This option significantly increases the load on
Cisco CallManager, so make sure the solution is properly sized.
Follow the guidelines listed in the CallManager documentation
to determine how many MTP resources each box can support
and compare that with how many will be needed.
Additionally, for CVP/ISN Type 5 (CVP/ISN Comprehensive Model)
users, use a separate machine for the CVP/ISN Voice Browser
designated as the outbound CVP/ISN; then only outbound-related
CVP/ISN calls will incur the MTP overhead in CallManager since only
that separate CVP/ISN VB needs to be defined with MTP in
CallManager. Otherwise, every CVP/ISN transfer to CallManager
would incur the MTP overhead.
Configure CVP/ISN ports
Configure the total number of CVP/ISN ports in both the Application
server and the Voice Browser.
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Table 3-3
Prerequisites for Outbound Option Transfer to IVR using CVP/ISN Types 5 and 7
Item
Description
Maintain adequate MTP
resources
There must be adequate MTP (Media Termination Point) resources
available on CallManager to handle the volume of outbound calls
expected. MTP can be either software or hardware MTP.
Note
Configure ICM scripts
Software (on-box) MTP significantly reduces the CPU capacity
of a CallManager box.
Configure the scripts that need to be played by following the instructions
in the Cisco CVP/ISN documentation.
In the ICM scripts:
•
Do not use any Label nodes beginning with the value “DTMF.” This
indicates an outpulse transfer.
•
A Set node that manipulates ECC variable “input-type” can be set
to either “D” or “B”; however, when set to “B,” only voice input can
be used (that is, DTMF will not work when voice input is enabled).
“D” must be used to collect DTMF key input.
•
In an ICM routing script invoked when a new call arrives at
CallManager, you need to send the call to CVP/ISN using a Label
node, not a translation route, and not a SendToVRU node. Do not
use RunExternalScript nodes in this script because ICM software is
not aware it is sending the call to a VRU. RunExternalScript nodes
are part of the CVP/ISN-invoked script, not the ICM script invoked
by a new call to CallManager.
About Outbound Option Transfer to IVR
This section lists important facts about the Outbound Option transfer to IVR
feature.
•
“About Partitioning IVR Ports”
•
“About Performance Limitations”
•
“Transfer to IVR Call Flow”
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Note
You cannot configure a CPA campaign and a transfer to IVR campaign at the same
time (they must be separate campaigns).
About Partitioning IVR Ports
If the same IVR is used for inbound and outbound campaigns, partition the ports
accordingly. Do not use ports allocated for the transfer to IVR feature for inbound
calls. For IVR ports shared between inbound and outbound applications, the
Dialer might transfer customers to an IVR which does not have any available ports
left. In this case, the called party might hear a fast busy or a ring no answer
message. To avoid this situation, purchase enough ports for the IVR.
About Performance Limitations
To use the transfer to IVR feature successfully and avoid performance issues,
make sure you configure the following items as part of the setup:
•
Maximum of 120 IVR ports per dialer
•
Maximum of 100 outbound agents and 120 IVR ports per Cisco CallManager
cluster (per site)
Transfer to IVR Call Flow
Figure 3-4 describes a transfer to IVR call flow.
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Figure 3-4
Transfer to IVR Call Flow
IP
1
PSTN
2
IP
Gateway
3
Customer Phone
Dialer
Blind Transfer
4
Route
Point
IVR
6
5
Translation
Route or Label
103980
ICM Script
1.
Outbound Option Dialer makes outbound call to customer through the IP
Gateway.
2.
Customer picks up call.
3.
Dialer performs answering machine/FAX detection.
4.
Dialer performs blind transfer to route point.
5.
ICM script runs a routing script using a translation route for IP IVR and a
label for CVP/ISN Type 5 (CVP/ISN Comprehensive Model). (Outbound
Option deployments in System IPCC do not support CVP/ISN, and
translation routes are not needed since they are handled automatically by the
IPCC System PG.)
6.
After executing the translation route node, ICM software requests
CallManager to send the call to an IVR.
How to Set Up Outbound Option Transfer to IVR
This section describes the tasks involved in setting up Outbound Option transfer
to IVR.
•
“Configuring Outbound Option Transfer to IVR”
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•
“Reporting on the Outbound Option Transfer to IVR Feature”
Configuring Outbound Option Transfer to IVR
Note
If you previously installed the Outbound Option Transfer to IVR engineering
special, you need to reconfigure the transfer to IVR settings using the instructions
below.
Step 1
For IPCC Enterprise deployments, double-click the ICM Configuration
Manager icon in the ICM Admin Workstation window. For System IPCC
deployments, access the Configuration Manager from an Administration &
WebView Reporting machine by clicking Start > All Programs > IPCC
Administration > Configuration Manager.
Step 2
Double-click the Campaign Configuration Component, then click the Campaign
Purpose tab.
Note
Step 3
Click the Transfer to IVR Campaign option.
Note
Step 4
Step 5
Refer to the Outbound Option online help for detailed information about
the options on the Campaign Purpose tab.
This type of campaign uses an 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 IVR.
Click the Enable IP AMD option, then do either of the following:
•
Click the Abandon Call button so calls answered by answering machines
will be dropped.
•
Click the Transfer to IVR Route Point option to enable the Dialer to transfer
the call to play a pre-recorded message whenever it detects an answering
machine.
Click the Skill Group Selection tab, then double-click the skill group name.
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Step 6
In the Skill Group Selection dialog box, enter the total number of IVR ports
allocated for the specific skill group in the Number of IVR Ports text box. Enter
the route point required to execute the transfer to IVR routing script in the IVR
Route Point text box.
Note
Step 7
You must enter the IVR ports and the IVR route point in order to save the
campaign data.
Use the ICM Script Editor to create a routing script that uses the dialed number
for the IPCC Enterprise routing client to send calls to the IVR and route them
through a translation route to the previously configured skill group.
Note
The Transfer to IVR feature requires that a translation route to a skill
group must be specified in a routing script. It also requires that the
translation route must point at a Queue to Skill node. In System IPCC
deployments, translation routes are handled automatically by the IPCC
System PG.
a.
Open the ICM Script Editor application.
b.
Using the ICM Script Editor Call Type Manager, associate the IPCC
Enterprise route point with the configured call type and newly created routing
script.
Note
Refer to the ICM Scripting and Media Routing Guide for Cisco
ICM/IPCC Enterprise & Hosted Editions for task-based information
about using ICM Script Editor. Refer to the ICM Script Editor online help
for detailed information about the ICM Script Editor options.
The following diagram displays a sample routing script that translation routes to
an CVP/ISN VRU.
Note
Outbound Option deployments in System IPCC do not support CVP/ISN.
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Using the Transfer to IVR Feature
The following diagram displays a sample routing script that translation routes to
an IP IVR VRU.
Note
In System IPCC deployments, translation routes are handled automatically by the
IPCC System PG. System IPCC deployments only support IP IVR Type 9 for
Outbound Option.
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Step 8
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 examines 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. See Chapter 6, “Dialing Modes,” for detailed information about
Outbound Option outbound dialing modes.
a.
Open the ICM Script Editor application.
b.
Create an administrative script. (You can use one script to control all
Outbound Option skill groups or multiple scripts to control multiple
Outbound Option skill groups.)
c.
Set up the script with the following nodes (required): Start, Set, and End.
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Using the Transfer to IVR Feature
d.
Use the If node to disable the Transfer to IVR feature and transfer calls to
Inbound mode if the IVR node stops running. The following example displays
the If node setup.
e.
Use the Set node to set skill group variables (OutboundControl and
OutboundPercent).
f.
Set the OutboundControl variable to activate a Transfer to IVR outbound
campaign; for example, set this variable by entering one of the following
variables in the Value field in the Set Properties window:
– PREDICTIVE_ONLY: Dials several customers per IVR port. After
reaching a live contact, the Predictive Dialer transfers the customer to the
IVR. The predictive algorithm is designed to calculate the number of
lines to dial per IVR port.
– PROGRESSIVE_ONLY: Similar to PREDICTIVE_ONLY; however,
lines to dial per IVR port are not calculated—users configure a fixed
number of lines that will always be dialed per IVR port.
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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 sub skill groups.
– Verify that the outbound control variable mode is spelled correctly.
g.
Set the OutboundPercent variable to 100 in the same administrative script.
The following diagram displays a sample administrative script that uses the
objects mentioned above.
Note
If an IVR becomes unavailable, use an administrative script to disable the transfer
to IVR skill group.
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Using the Transfer to IVR Feature
Step 9
Create an IVR or VRU script. (Be aware that this script is different from a routing
script.) The IVR script contains a list of commands that tell the IVR what kind of
information to play to the customer, such as a pre-recorded message using a .wav
file. The IVR script can also collect survey information by requesting the
customer to press specific numbers.
Note
Refer to the ICM Scripting and Media Routing Guide for Cisco
ICM/IPCC Enterprise & Hosted Editions for information about IVR
scripts.
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Configuring CVP/ISN with the Dynamic Routing Client
Reporting on the Outbound Option Transfer to IVR Feature
Use WebView, the Web-based reporting and event monitoring tool of ICM/IPCC
software, to run reports based on campaigns using the transfer to IVR feature.
Refer to the WebView Installation and Administration Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions for information about installing the WebView
reporting and event monitoring tool and for information about browser
requirements. Refer to the Cisco ICM Enterprise Edition WebView Reporting
Online Help for detailed information about the report templates.
Table 3-4 describes the WebView templates that can be used to produce reporting
data for campaigns using this feature.
Table 3-4
WebView Report Templates
Template Name
Description
Campqryrule01: Status
of Each Query Rule
Within a Campaign
Real Time Report
Generates a real-time table that shows each query
rule within a campaign.
Campqryrule10: Status Generates an historical table by half-hour that
shows the status of each query rule within a
of Each Query Rule
Within a Campaign Half campaign.
Hour Report
Configuring CVP/ISN with the Dynamic Routing
Client
Configure CVP/ISN according to the instructions in the CVP/ISN documentation
set, with one exception: The documentation states that the CVP/ISN switch-leg
PG points to a Type 5 NetworkVRU. When you are transferring an outbound call
to CVP/ISN, configure the CVP/ISN switch-leg PG to point to a Type 2
NetworkVRU instead. This will work even if the same CVP/ISN PG is being
shared for both inbound and outbound calls, if the same CVP/ISN is being shared.
Note
Outbound Option deployments in System IPCC do not support CVP/ISN.
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You must also turn on the Media Termination Point (MTP) setting in
CallManager’s configuration for the ISN gateway. Be aware that doing this uses a
lot of resources on CallManager and if it is necessary to do so, be sure to evaluate
whether CallManager is sized correctly.
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4
Outbound Option Desktops
This chapter provides an overview of the Outbound Option desktops: CTI Object
Server (CTI OS), CTI Toolkit (GeoDCS), and the Cisco Agent Desktop (CAD). It
also describes the CTI Extended Call Context (ECC) variables the Outbound
Option Dialer uses to exchange information with the CTI Desktop. Desktop
button behavior is also described in this chapter.
Refer to the CTI Product Description Guide for Cisco ICM/IPCC Enterprise &
Hosted Editions for detailed information about the Cisco CTI application. Refer
to the Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC
Enterprise & IPCC Hosted Editions for detailed instructions on installing the CTI
desktops and associating task buttons with the Outbound Option controls/actions.
Cisco CTI Object Server (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 includes a sample agent desktop, the Cisco CTI Toolkit
Outbound Desktop (Win32), with Visual Basic source code, utilizing CTI OS.
Refer to the CTI OS Developer's Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions for information about the CTI OS Architecture and the CTI OS Client
Interface.
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Cisco CTI Toolkit (GeoDCS)
Cisco 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.
Outbound Option ships two ActiveX controls for GeoDCS integration:
•
BAResponse. The BAResponse.ocx control permits agent desktop
applications to communicate with the Outbound Option Dialer.
•
BAStatus. The BAModeIndicator.ocx control indicates what dial mode is
currently active (Predictive/Progressive/Preview/Direct Preview).
For more information on DCS, see the Cisco ICM Enterprise Edition Desktop
Control Server Reference Guide.
Cisco Agent Desktop (CAD)
Cisco Agent Desktop (CAD) is 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.
CAD consists of these major components:
•
Cisco Desktop Administrator
•
Cisco Agent Desktop
•
Cisco Supervisor Desktop
•
CAD Services
This section discusses Cisco Agent Desktop and Cisco Supervisor Desktop. Refer
to the CAD documentation for detailed information about the other components.
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Cisco Agent Desktop (CAD)
Cisco Agent Desktop
Cisco Agent Desktop pops windows on the agent PC when the call arrives,
increasing the speed of call processing. Cisco Agent Desktop populates any sort
of third-party application (databases, help desk packages, personal information
managers, etc.) based on the calling number, called number, or information that a
VRU collects. The screen pop can use a combination of elements.
The Cisco Agent Desktop soft phone allows agents to control calls from the PC.
It minimizes keystrokes and saves time for agents working simultaneously with
the phone, CTI desktop, and third-party applications. The soft phone toolbar
automates common telephony functions, including answer, drop, and speed dial.
The toolbar also includes a taskbar, which launches applications based on
telephony or data events. Agents select from up to 10 predefined task buttons to
update CRM data and other applications, as well as initiate automated after-call
tasks, such as sending an email or fax, or initiating call-handling scripts or other
Windows-based tools.
The Chat feature allows agents to communicate with their supervisors and other
agents via text messages for assistance at any time without leaving their desks or
putting a call on hold.
The integrated browser allows agents to view intranet and internet webpages from
within Cisco Agent Desktop.
Cisco Supervisor Desktop
Cisco Supervisor Desktop allows contact center supervisors to view and direct
agent activity in real time. Without leaving their desks, supervisors can observe,
coach, and communicate with agents using instant messaging, view agent status
details, as well as view conference information. Without the caller’s knowledge,
supervisors can initiate “chat” sessions to coach agents on how to handle customer
issues. Supervisors can send team performance messages (scrolling marquee
messages) to all agents or to teams of agents to broadcast important information.
Supervisors can also use the real-time audio monitoring capabilities to listen to
agent conversations with customers. If necessary, they can barge-in to
calls—conference themselves into the conversation—or intercept a call—transfer
a call to themselves. Supervisors can also record agent conversations and save
those recordings for up to thirty days for later review.
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Outbound Option Extended Call Context Variables
Cisco Desktop Administrator
Cisco Desktop Administrator allows a contact center administrator to configure
how Cisco Agent Desktop looks and behaves on the agent desktop. Using Cisco
Desktop Administrator, an administrator can create work flows, configure how
enterprise data is displayed, customize task buttons, and perform many more tasks
to customize Cisco Agent Desktop for that contact center’s particular needs.
Outbound Option Extended Call Context Variables
The Outbound Option Dialer uses CTI Extended Call Context (ECC) variables to
exchange information with GeoDCS or the CTI Toolkit Agent Desktop (Win32)
for IPCC Enterprise. The ECC variables Outbound Option uses are listed in the
following table.
Refer to the ICM Installation Guide for Cisco ICM Enterprise Edition for
instructions on adding the Outbound Option ECC variables to CTI OS.
Table 4-1
ECC Variables for Outbound Option
ECC Variable
Description
BACampaign
Indicates the name of the Outbound Option
campaign to which the call belongs.
BAAccountNumber
Identifies a customer account number and can be
used by the desktop application to perform a
database lookup to obtain additional customer data.
This ECC variable displays only if the data was
available in the customer import file.
Note
The maximum character length of this ECC
variable is 30 characters. See detailed
information about this ECC variable
“Symptoms and Troubleshooting Actions”
in Appendix A, “Troubleshooting.”
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Table 4-1
ECC Variables for Outbound Option (continued)
ECC Variable
Description
BAResponse
Multi-purpose placeholder that sends data from the
CTI Desktop to the Outbound Option Dialer. This
variable responds to the reservation call, schedule
and cancel callbacks, and changes to the callback
phone number.
When an agent uses the Accept, Reject,
Reject-Close, Skip, Skip-Next, and Skip-Close
buttons in Preview mode, BAResponse is set to one
of the following values:
•
Accept: Accepts the current preview call.
•
Reject: Rejects the current preview call.
•
Reject-Close: Rejects the current preview call
and closes the record so it will not be called
again.
•
Skip: Skips the current preview call.
•
Skip-Next: Displays the Select Next Number on
List dialog box with two options: Wrong
Number (call other customer phone numbers)
and Not Home (continue dialing other customer
numbers). If the person answering the call
suggests calling back at a later time, use the
Callback button.
•
Skip-Close: Skips the current preview call and
closes the record so it will not be called again.
Note
The Reject-Close, Skip-Next, and the
Skip-Close buttons are only available on the
CTI OS desktop, not on the CTI Toolkit
(GeoDCS).
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Table 4-1
ECC Variables for Outbound Option (continued)
ECC Variable
Description
BAResponse (continued) When an agent uses the Callback button,
BAResponse is set to one of the following values
(note spaces are relevant and must be included in the
commands below):
•
Callback mmddyyyy hh:mm: Schedules a
callback for the indicated date and time
•
Callback Cancel: Cancels a previously
scheduled callback for this call
•
P#xxxxxxxxxxxxxxxxxxxx: Changes the
callback phone number to the number specified
by xxxx
For Preview modes, cancel the reservation call by
clicking the Reject button.
For Predictive mode, cancel the reservation call by
clicking the Not Ready button and then hang up the
reservation call.
For Direct Preview calls, any connected customer
call is classified as VOICE by the Dialer (default).
To reclassify the call result, the agent has the option
to click the following buttons:
•
Voice (only enable this button if one of the other
buttons is pressed first since it allows an agent to
classify the call as voice in case the agent
classified it as something else by mistake): To
reclassify the call as a voice call, set the
BAResponse variable to REX_VOICE.
•
Answering Machine: To reclassify the call as
an answering machine call, set the BAResponse
variable to REX_ANS_MACHINE.
•
Fax/Modem: To reclassify the call as a
fax/modem call, set the BAResponse variable to
REX_FAX.
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Table 4-1
ECC Variables for Outbound Option (continued)
ECC Variable
BAResponse (continued)
BAStatus
Description
•
Invalid (in case the customer does not use this
number anymore): To reclassify the call as an
invalid call, set the BAResponse variable to
REX_INVALID.
Contains 2 characters indicating the mode and
direction of the Outbound Option Dialer initiated
call. The first character identifies the call mode:
•
R: Reservation call, Predictive or Progressive
mode
•
P: Reservation call, Preview mode
•
D: Direct Preview reservation call
•
C: Customer call
•
A: Reservation call, personal callback
During a reservation call, the first character is P, R,
or A.
When a customer call is transferred to an agent, the
first character is C.
The second character of BAStatus indicates the call
direction:
BADialedListID
•
O: Outbound
•
I: Inbound
•
B: Blended
Unique key identifying a specific customer record
within the Dialing_List table located in the
Outbound Option private database.
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Table 4-1
ECC Variables for Outbound Option (continued)
ECC Variable
Description
BATimeZone
Indicates the GMT offset, in minutes, for the
customer’s time zone and obtains the customer’s
local time. The format of this ECC variable is
+/-#####.
This field’s first character is either a positive or
negative sign, followed by 5 digits. For example:
•
This example indicates that the customer is one
hour behind GMT:
BATimeZone = -00060
•
This example indicates that the customer is two
hours ahead of GMT:
BATimeZone = +00120
BABuddyName
Contains the customer’s first and last name
separated by a comma.
Desktop Button Performance
Table 4-2 details the desktop button behavior when a call is placed using
Outbound Option.
Table 4-2
Desktop Button Behavior
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
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Table 4-2
Desktop Button Behavior (continued)
Dialing Mode
Call Description
Buttons Enabled
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
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
Accept and Reject buttons are enabled,
if the reservation call has not been
accepted yet
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5
Sample Call Center Configuration
This chapter describes a multi-site call center configuration. (This sample
configuration is referenced throughout this document.) It also provides
instructions on how to configure the Dialer for the sample call center
configuration and discusses skill groups and dialed numbers.
Sample Call Center
Servers
The customer instance for this installation is “NY.” The first call center is located
in New York, while the second call center is located in San Francisco.
Component
Computer Name
Central Controller: Router, Logger,
Campaign Manager
NYCC
Peripheral Gateway in NY
NYServer
CTI Server in NY
NYServer
Peripheral Gateway in San Francisco
SFServer
CTI Server in San Francisco
SFServer
Analog Dialer 1 in NY
NYDialer1
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Component
Computer Name
Analog Dialer 2 in NY
NYDialer1
IP Dialer 2 in NY
NYDialer2
Digital T1 Dialer in San Francisco
SFDialer1
Dialogic Cards
Dialer
Dialogic Card
NYDialer1
D/160SC-LS (16 port analog card)
NYDialer1
D/160SC-LS (16 port analog card)
NYDialer2
None
SFDialer1
D/240SC-LS (24 port digital card)
Outbound Option Configuration
Configuration Objects
Data
Imports
Name: ImportA
Name: ImportB
Contact-1 table name (customer
records will be stored here after
import)
Name: ContactA
Contact-2 table name (customer
records will be stored here after
import)
Name: ContactB
Query Rule
Name: QR_GOLD
Time: (9 AM - 8 PM)
Stop condition: hitrate < 10%
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Configuration Objects
Data
Query Rule
Name: QR_Platinum
Time: (9 AM - 8 PM)
Stop condition: hitrate < 10%
Campaign Name
Name: CMP_credit
Skill Group in New York
Name: NYSkill_1
Skill Group in San Francisco
Name: SFSkill_1
Topology Diagram
The following diagram is a visual representation of ICM software.
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Figure 5-1
Note
ICM Computer/Outbound Option Component Layout
Campaigns can be run across multiple sites, independent of the ACD type (Avaya
DEFINITY or Cisco IPCC Enterprise). Although import and campaign
management functions are independent of the ACD type, the setup and
configuration of dialers does depend on the ACD type that works with the dialer.
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Configuration Instructions
The following sections detail the sample configuration described above. Begin by
clicking the Outbound Option option from the drop-down list in the ICM
Configuration Manager.
Note
If Outbound Option is not available in the drop-down list, this indicates that the
Outbound Option support checkbox was not checked when the ICM Admin
Workstation was installed. Re-install the ICM Admin Workstation with the
Outbound Option support checkbox selected. Refer to the Outbound Option
Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted
Editions for detailed configuration instructions.
Figure 5-2 below shows the Outbound Option Configuration Component options.
To select a configuration option, double-click the line next to the desired option.
The following sections walk through a sample setup of the configuration
described above. We begin by configuring the three dialers in our sample
multi-site system.
Figure 5-2
Outbound Option Configuration Component Options
Dialer Configuration
This section describes how to perform the following configurations:
•
Dialer general configuration
•
Dialer Port Map configuration
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•
Dialer Softphone registration
•
General system time options
•
Import rules
•
Query rules
•
Campaigns configuration
Dialer General Configuration
All dialers used in the Outbound Option system must be configured through the
Outbound Option Dialer Configuration Component option.
How to configure the Dialer
Step 1
Double-click the Outbound Option - Dialer option shown in Figure 5-2 to
display the Outbound Option Dialer configuration window.
Step 2
Click the Retrieve button.
Step 3
Click the Add button to add a new Dialer for NYDialer1. The Outbound Option
Dialer window displays the general configuration fields on the Dialer General tab.
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The Dialer General tab contains the following fields:
•
Dialer Name: Descriptive name used to describe the Dialer.
•
Computer Name: Name of the machine that the Dialer runs on. This name is
usually the same as the Dialer Name.
•
ICM Peripheral Name: Name of the peripheral that the Dialer is assigned to.
Note
•
Step 4
This peripheral is the CallManager PG, not the Media Routing PG.
Description: Used only in the configuration to provide descriptive
information about the Dialer.
Enter the displayed information in the Dialer General tab fields.
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Note
Step 5
The remaining telephony parameters were left at their default values with
the exception of the required Local area code field. The local area code
where the Dialer operates must be entered in this field. For this example,
NYDialer1’s area code was set to 555.
Click Save.
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 the ACD assigns
to those ports.
How to configure the Dialer Port Map
Step 1
Click the Port Map Selection tab to display the port map configuration.
Step 2
Select the peripheral name for the ICM software PG, which this Dialer will serve.
In our sample configuration, the two New York Dialer’s will both be associated
with a single ICM PG component, and thus a single ACD. Multiple Dialers can be
associated with the same ACD. If there were multiple ACDs at this site, each
Dialer could have been associated with different ACDs.
Step 3
To begin adding ports to this Dialer, click the Add button and the Dialer Port Map
window shown below displays.
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Step 4
Each analog Dialer in our system contains 16 ports (0-15). For NYDialer1, the
four-digit extension numbers begin at 6500 and go consecutively to 6515. These
ports can be entered individually or a bulk range can be entered. Since our port
numbers are consecutive, click the Port Map Range checkbox and enter a range
of 0 to 15. The ports will automatically be numbered from our starting extension
number.
Step 5
Click OK.
Step 6
Configure NYDialer2 on the same ICM PG and a port map range of 6600 to 6615.
The remaining parameters are the same as NYDialer1.
Step 7
Finally, configure SFDialer1, using the San Francisco ICM PG, and an area code
of 444. Since the Dialer in San Francisco uses a digital T1 card, the port map
range will be from 6700 to 6723 (24 ports).
Step 8
Click Save to save all the configuration information.
Step 9
Click Close.
Figure 5-3 shows the general configuration for Dialer SFDialer1. Figure 5-4
shows the completed configurations for our three Dialers.
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Figure 5-3
San Francisco Dialer Configuration
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Figure 5-4
NYDialer1, NYDialer2, and SFDialer1 Configurations
Dialer Softphone Registration
The Outbound Option IP Dialer must have port devices created on the Cisco
CallManager.
Note
Refer to the Cisco CallManager documentation for detailed information about
using this product.
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How to create the Outbound Option Dialer port devices
Step 1
After configuring the NYDialer2 Port Map, click the Export button to save the
port map configuration to a CSV-formatted text file. Select the CallManager
version installed on your machine and click OK.
Step 2
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 Default 30 VIP
phone button template. Insert a single line with no speed dials.
Step 3
Copy the exported CSV file to the BAT tool phone directory on the publisher
CallManager (typically C:\Batfiles\Phones).
Step 4
Using the BAT tool, choose Configure Phones and select the exported CSV file
and newly created phone template to import the file and create the new devices.
General System Time Options
To comply with regulations concerning what time contacts might be called, we
need to specify the General System Time options. This time range entered here
applies to all campaigns which the Outbound Option system will run, and
supersedes 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; therefore, it is not
necessary to enter separate time ranges for contacts in the San Francisco area
versus the New York area.
To configure the system time options, double-click the Outbound Option System Options option from the drop-down list. For our sample call center, we
will use a valid time range of 9:00 AM to 8:00 PM. Figure 5-5 shows the
completed system options window. Enter the values as shown and click OK to
save the changes.
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Figure 5-5
Outbound Option System Options
Import Rules
Next, we need to configure our import rules to handle the two sets of contact lists,
which our fictional company has obtained. We will create two import rules,
ImportA and ImportB, to handle the text files importa.txt and importb.txt,
respectively. Both files are comma delimited and contain only home and work
phone numbers for a contact, and the income of the contact in dollars. (Fixed
length files can also be used instead of comma delimited.)
As part of the import process, these text files will be read in and placed into one
or more contact databases. From here, query rules will be applied against the
database(s) in order to generate the Dialing_List table, which Outbound Option
uses to retrieve contact records. For simplicity, we will create two contact tables;
one for each of our import files.
Double-click the Outbound Option - Import Rule option to bring up the general
Import Rule window. Figure 5-6 shows the Import Rule configuration for
ImportA. Note that we have specified the target table name as ContactA and have
specified where the comma delimited text file can be found on the hard disk
(c:\imports\importa.txt).
Note
Important! The importa.txt must be saved on Logger A and must be named
exactly as mentioned above.
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Note also that the Overwrite Table checkbox is selected, indicating that any
import with a matching campaign and query rule shall be over-written in the
contact table. In order for the import to take place as scheduled, the Enable
checkbox must be selected.
Figure 5-6
Import Rule General Window
The import process is flexible in that it allows the user to define the layout of the
contact table and how the import file will be interpreted. Therefore, we now need
to define how the text file will be imported into the contact table. The format of
the importa.txt text file is shown below:
5551111212, 5551112121, 75000
The first number is the contact’s home phone number, followed by their work
phone number, and finally the contact’s income. Select the Definition tab and
click the Add button to begin adding the home phone number definition. Select
the Phone01 column type from the drop-down list. All fields will then be filled in
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with default values, as shown in Figure 5-7, except for the Allow nulls to be
entered for this field checkbox, which must be checked if you do not want data
in any of the data columns for this field.
Figure 5-7
Phone01 Import Definition
Add another standard column for Phone02. Finally, add a user-defined column for
income, setting the field data type to integer. Figure 5-8 shows the completed
import rule definitions for ImportA.
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Figure 5-8
ImportA Rule Definitions
Finally, we need to schedule when this import will occur. Since we will begin our
fictional outbound campaign on a Monday morning, we choose to perform our
import on Saturday night. Imports can be performed at any time, but might have
an impact on performance if done during an operational campaign (depending
upon the size of the import).
Select the Schedule tab from the Import Rule configuration window. Figure 5-9
shows that we have selected the Weekly radio button and that the import will
occur on Saturday nights at 11:00PM. Each Saturday night at 11:00PM another
import will be performed on the files that we have specified. Imports can also be
performed monthly on a particular day of the month.
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Figure 5-9
Scheduling an Import Rule
Now add an import rule for ImportB, similar to ImportA. The import will follow
the same database definition and will be scheduled for the same time on Saturday
night as ImportA. The only differences are the name of the import file
(c:\imports\importb.txt) and the contact table name (contactb). When complete,
close the window and save all the changes.
Query Rules
Once the imports have been specified, we want to create query rules, which will
select our Gold and Platinum credit card customers. Income will be the only
variable used in selecting which customers fall into which category. Since we
have two imports and we want both to be used in our campaign, we will have a
total of four query rules, two each (Gold and Platinum) for each set of imports.
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Double-click the Outbound Option - Query Rule option to bring up the general
Query Rule configuration window. Click the Add button and add a query rule
named QR_Gold_A. This query rule is for Gold card customers from ImportA.
Figure 5-10 shows the completed general configuration for this query rule.
Figure 5-10 General Query Rule Definition
Notice that we have selected ImportA from the drop-down list of import rules.
The description field is useful for documenting the purpose of the query rule.
Finally, enter the Rule clause. This is the SQL query, which will be performed on
the contact table to generate the dialing list. In our case, we want to select
individuals whose income is less than $60,000.
Double-click the Income column name to insert this column into the Rule clause
window. Next, select the less than operator. Finally, enter 60000 directly into the
Rule Clause window. Press the Validate Rule Clause button to make sure the
SQL string is valid. Finally, save the query rule.
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Enter the remaining query rules in the same manner. For query rule QR_Gold_B,
select ImportB from the Import Rule drop-down list. For the two platinum query
rules, generate the following SQL clause: "Income >= 60000." Figure 5-11 shows
the four completed query rules. Close the Query Rule configuration window and
save the changes.
At the scheduled import time (Saturday at 11:00PM), these query rules will
generate the final dialing list from the two imports.
Figure 5-11 Four Completed Query Rules
Campaigns
As mentioned in the introduction to this document, we will create a single
campaign to handle this credit card offer. Double-click the Outbound Option Campaign option to open the Campaign configuration window.
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Click the Add button and enter a campaign named CMP_credit in the Campaign
Name field. Figure 5-12 shows the general window of the CMP credit campaign.
Note
All of the default dialing settings were chosen for the sample configuration. For
more detailed information concerning these settings, see the Outbound Option
online help.
Figure 5-12 CMP_Credit Campaign General
Before saving the campaign information, we need to specify the call targets for
phone numbers which will be dialed in the campaign.
Figure 5-13 shows the daylight savings zone and the call targets for our campaign.
The call targets indicate that we will allow dialing of Zone 1 phone numbers
between 9:00AM and 5:00PM and Zone 2 phone numbers between 5:00PM and
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9:00PM. Note that these times are specified in the customer’s time zone. For
example, although it might be 10:00PM in New York, we can still contact
customers on the West Coast because it is not 9:00PM there.
Note
Zone 1 time and Zone 2 time cannot overlap.
Figure 5-13 Campaign Call Target
The dialing order for only the first time the numbers are dialed is determined by
their order in the Available numbers list. After the numbers are dialed the first
time, the dialing order thereafter is determined by previous call results (depends
on the setup and the results).
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Note
See “How Outbound Option Works with Area Codes” and “How Time Zones are
Selected” in Chapter 3, “Outbound Option Configuration Components
Overview,” for more information.
Click Save on the Call Target tab and the Campaign General tab.
This campaign will be an agent-based campaign, so click the Agent Based
Campaign option on the Campaign Purpose tab.
Figure 5-14 CMP_Credit Campaign Purpose
As discussed in the introduction, there are two skill groups in our sample call
center, one in New York and one in San Francisco.
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First, we need to add a dialed number for the skill groups. Double-click the Dialed
Number/Script Selector List tool in the ICM Configuration Manager and add the
dialed number.
We now have to associate those skill groups with our campaign. Select the Skill
Group Selection tab in the Campaign Configuration Component and press the
Add button to add the first skill group. First, we will add the New York skill
group. Select the NYSkill1 skill group in the drop-down list.
Next, we need to associate the dialed number with the skill group. Figure 5-15
shows the completed Skill Group Selection dialog box.
Figure 5-15 Skill Group Selection Dialog Box
Figure 5-16 shows both skill groups associated with our campaign.
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Figure 5-16 Two Skill Groups Associated with Campaign
Next, we need to specify which query rules will be part of our campaign and how
they will run. Select the Query Rule Selection tab and press Add to add the first
query rule. Select QR_Gold_A from the drop-down list.
We now need to specify the time range that this query rule will execute. The
specified time range is in the local time zone of the Central Controller. Since we
have two shifts at our call center, we will specify a call time of between 7:00AM
and 10:00PM. Since our Central Controller is located in New York, this indicates
that we will be able to dial customers on the West Coast until 7:00PM.
Besides absolute time, there are three additional criteria which might end this
query rule (and attempt to schedule another): penetration, duration, and hit rate.
For our call center, we want to continue calling a particular query rule unless we
are not reaching our contacts. This indicates that we want to select hit rate as a
query rule ending criteria, set at 10%. Thus, if we are reaching less than 10% of
our potential customers, we will try and schedule another query rule.
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Figure 5-17 shows all four query rules, each with the exact same characteristics.
In our sample call center, there is no preference given to Gold or Platinum
customers. In reality, we might want to target Platinum customers for the majority
of the day (since the potential profit might be higher), and only switch to Gold
customers if the hit rate is low.
Figure 5-17 Campaign Query Rules
At this point, close the Campaign configuration window and save the changes.
The call center configuration is complete.
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Skill Groups and Dialed Numbers
Skill Groups and Dialed Numbers
In order to use agents in a particular skill group for outbound dialing, skill groups
and dialed numbers must be configured in ICM software. The following
considerations must be taken into account while configuring skill groups in ICM
software:
•
The VDN, which Outbound Option uses to reserve agents for outbound calls,
must be entered as the dialed number in the Campaign Configuration
Component’s Skill Group Selection tab.
•
The Skill Group Extension in ICM software must be set to the hunt-group on
the switch.
•
The skill group dialed number must be entered in the ICM Peripheral
Monitor.
Creating Skill Groups
ICM software lets you create two kinds of skill groups:
Note
•
Base skill group. The main skill group created using the ICM Configuration
Manager. Using base skill groups ensures accurate agent reporting and
simplifies configuration and scripting for your contact center.
•
Subskill group. A subdivision of the base skill group. Subskill groups are
optional and are not fully supported for IPCC Enterprise.
Using base skill groups is recommended for IPCC Enterprise contact centers.
Outbound Option does not support subskill groups.
Sample Personal Callback Scenario
The following sample scenario describes the steps involved in scheduling and
placing a personal callback.
1.
An agent logged into an outbound skill group receives a customer call.
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2.
During the call, or when the call is in wrap-up mode, the agent clicks the
Callback button on the Agent Desktop and enters a date and time (and
possibly a new phone number to reach the customer) for the personal callback
to be placed. After the agent clicks OK, the personal callback is scheduled
for the particular agent.
3.
When the personal callback is placed, the system attempts to reserve the agent
indicated in the personal callback record. If the agent is not available, the
system waits for the amount of time indicated in the
PersonalCallbackTimeToRetryReservation registry setting before retrying
the reservation. If the system is unable to reserve the agent before the callback
time period expires (as set in the CallbackTimeLimit registry setting), the
system either reschedules the callback for the next business day or abandons
the callback completely (as indicated in the Reschedule callback mode setting
in the Outbound Option Campaign Configuration Component).
4.
When the agent is reserved for the personal callback, the Accept and Reject
buttons are enabled on the Agent Desktop. If the agent rejects the personal
callback, the customer record is closed and no further attempts to contact the
customer for this personal callback will be made. If the agent accepts the
personal callback, the system attempts to contact the customer.
5.
If the customer phone is busy or does not answer, the system releases the
agent reservation and waits the amount of time indicated in the
PersonalCallbackTimeToRetryBusy or
PersonalCallbackTimeToRetryNoAnswer settings respectively, before
reserving the agent again and redialing the number. When the customer phone
answers, the call connects to the reserved agent.
6.
If the customer phone is answered by an answering machine, the agent has the
option of leaving a message for the customer or rescheduling the callback.
When the agent finishes talking with the customer, the personal callback
record closes.
See the “Using the Personal Callback Feature” section in Chapter 3, “Outbound
Option Configuration Components Overview,” for detailed information about
configuring this feature.
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6
Dialing Modes
This chapter describes the Outbound Option outbound dialing modes.
Understanding Dialing Modes
Outbound Option supports three different types of outbound dialing modes:
Note
•
“Predictive Dialing”: Agent must take the call if logged into a skill group.
•
“Preview Dialing”: Agent can choose to contact the customer, skip to another
customer, or reject the call.
•
“Progressive Dialing”: Administrator can specify a fixed number of lines to
dial per agent instead of using an outbound dialing algorithm to determine the
number of lines.
All three modes reserve an agent at the beginning of every outbound call cycle by
sending the agent a reservation call.
Predictive Dialing
A Predictive Dialer is designed to increase the resource utilization in any call
center. It is designed to dial 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. To optimize utilization of available agents, the
Predictive Dialer calculates the average amount of time an agent waits to receive
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a call. It also calculates the average handle time per agent. Utilizing this
information, a Predictive Dialer is able to calculate the number of lines to dial per
available agent to keep agent wait time to a minimum.
Predictive Algorithm Example
The Outbound Option predictive algorithm works by trying to keep outbound
dialing at a level where the abandon rate is below the maximum allowed abandon
rate. For example, each campaign is configured with a maximum allowed abandon
rate. In Predictive mode, the Dialer continously increments the number of lines
being dialed per agent until the abandon rate rises to the preconfigured maximum
abandon rate. At this point, the Dialer begins lowering the lines per agent until the
abandon rate goes below the preconfigured maximum. In this way, the Dialer
stays just below the preconfigured maximum abandon rate.
Predictive Algorithm Parameters
Table 6-1 describes the configurable parameters available to control the predictive
algorithm.
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Table 6-1
Configurable Predictive Algorithm Parameters
Template Name
Description
Lines to Dial
Controls the total number of lines to dial per agent
per campaign.
•
In Predictive mode, the call center
administrator sets the initial seed value for the
algorithm and the maximum lines per agent.
The algorithm then begins at the seed value and
could potentially move from 1 to the maximum
lines configured based on the abandoned rate.
•
For Progressive mode, the lines to dial per
agent never changes from the seed value for the
duration of the campaign.
Max Abandoned Rate
Number of abandoned calls as a percentage of the
total calls. The Dialer throttles the current lines to
dial for a particular campaign to maintain an
abandoned rate, which is less than this configured
value.
Agent Reservation
Percentage
Percentage of agents logged into a particular skill
group used for outbound calls in each skill group is
configured through an administrative script. This
value can be changed dynamically throughout the
day based on any data available to the script
(service level, time of day, etc.). For example, an
administrative script is set up to use 100% of the
agents in skill group A for a predictive outbound
campaign. If it is known that there will be a “lull”
in inbound call volume at noon, the script can be set
to reduce the percentage of agents used for
outbound calls to 50%.
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Table 6-1
Configurable Predictive Algorithm Parameters (continued)
Template Name
Description
Outbound Mode
Using an administrative script, a mode can be set
for each skill group. Outbound Option uses the
value of this mode variable to affect its behavior for
that skill group. The variable uses the following
values:
•
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.
•
PREVIEW_BLENDED: Agents receive
inbound calls, but could be used for an
outbound preview call when available.
•
PREVIEW_DIRECT_ONLY: Agents 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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Table 6-1
Configurable Predictive Algorithm Parameters (continued)
Template Name
Outbound Mode
(continued)
Description
•
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.
The administrative script controls can consist of any
variable that ICM software recognizes; for
example, the mode can be modified by time of day.
A call center which experiences heavy inbound
volume in the early morning could set its skill group
mode to INBOUND before 11:00AM. If this call
center experiences a lull in inbound activity
between 11:00AM and 1:00PM, the skill group
mode could be set to PREVIEW_ONLY to use
agents for an outbound campaign. As the inbound
call volume gradually increases throughout the
afternoon, the mode could be set to
PREVIEW_BLENDED so agents who were not
busy handling inbound calls could continue to drive
the outbound campaign.
Note
The above example uses the time of day to
drive the administrative script. However,
the script can be much more complex and
perhaps test the service level of the call
center before making decisions about how
to configure the skill group mode.
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Table 6-1
Configurable Predictive Algorithm Parameters (continued)
Template Name
Description
Query Rule Dynamic
changes
Campaigns are subdivided into query rules, which
are subsets of the overall campaign. Each query rule
is generated by applying a different SQL query
against the overall list; for example, higher income
customers could be placed in Query Rule 1 and
lower income customers in Query Rule 2. The rules
for switching between these two lists are
configurable and include: time of day, penetration,
duration, and hit rate. For example, the campaign
could be set up to target higher income customers in
the morning and lower income customers in the
afternoon.
Overflow Agents
Number of available agents that Outbound Option
ignores when calculating how many calls will be
dialed in order to use agents to their best advantage
during a campaign. Keeping a certain number of
agents out of this calculation means that if too many
customers are contacted there will always be a few
available agents to speak to them. Using this feature
can alleviate dropping contacts in outbound hold
queues. (The default is zero.)
Preview Dialing
Preview dialing reserves an agent prior to initiating an outbound call and presents
the agent with a screen pop. The agent may then Accept, Skip, or Reject the call
with the following results:
•
If the agent “Accepts” the call, the customer will be dialed and transferred to
the agent.
•
If the agent “Skips” the call, the agent will be presented with another
customer call.
•
If the agent “Skips-Closes” the call, the agent will be presented with another
customer call and closes the record so it will not be called again.
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•
If the agent “Rejects” the call, the agent will be “released.” At this point, the
system may deliver the agent another Preview outbound call or a new inbound
call.
•
If the agent “Rejects-Closes” the call, the agent will be “released” and the
record is closed so it will not be called again. At this point, the system may
deliver the agent another Preview outbound call or a new inbound call.
Direct Preview Mode
This mode allows agents to initiate customer calls from their phone using a CTI
OS 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
You must have call waiting enabled on the agent’s phone to successfully use this
feature.
Enable the Direct Preview mode by doing the following:
Step 1
Step 2
Note
Set the SkillGroup.OutboundMode variable in the ICM Script Editor. The
OutboundControl variable can be set in an administrative script using the Set node
with the following values:
•
PREVIEW_DIRECT_ONLY: Agent is only allowed to place outbound calls
•
PREVIEW_DIRECT_BLENDED: Agent can receive inbound calls and place
outbound calls
In most cases, set the OutboundPercent parameter to 100.
•
The Call Progress Analysis (CPA) and the transfer to IVR features are not
available while using this mode. (See Chapter 3, “Outbound Option
Configuration Components Overview,” for more information about these
features.)
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•
This mode is not available when using Outbound Option on the Avaya
DEFINITY ACD.
Progressive Dialing
Progressive Dialing is similar to “Predictive Dialing”. The only difference is that
in this mode, Outbound Option does not calculates the number of lines to dial per
agent, but allows users to configure a fixed number of lines that will always be
dialed per available agent.
Understanding Blending Options
Contact center managers control the agent mode by setting a well-defined skill
group variable, “OutboundControl,” to one of the following values listed in
Table 6-2.
Table 6-2
OutboundControl Variable Values
Value String
Corresponding
Numeric Value
Description
INBOUND
0
Dedicated Inbound Mode
Agents will take inbound calls only. Outbound
dialing is disabled for the skill group.
PREDICTIVE_ONLY
1
Dedicated Outbound Mode
Agents in the skill group are dedicated for
outbound Predictive calls only.
PREDICTIVE_BLENDED
2
Call By Call Blending
Agents in the skill group can either take inbound
calls or Predictive outbound calls. Inbound calls
take priority over outbound calls.
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Table 6-2
OutboundControl Variable Values (continued)
Value String
Corresponding
Numeric Value
Description
PREVIEW_ONLY
3
Dedicated Outbound Mode
Agents in the skill group are dedicated for
outbound Preview calls only.
PREVIEW_BLENDED
4
Call By Call Blending
Agents in the skill group can either take inbound
calls or Preview outbound calls. Inbound calls
take priority over outbound calls.
PROGRESSIVE_ONLY
5
Dedicated Outbound Mode
Agents in the skill group are dedicated for
outbound Progressive calls only.
PROGRESSIVE_BLENDED
6
Call By Call Blending
Agents in the skill group can either take inbound
calls or Progressive outbound calls. Inbound
calls take priority over outbound calls.
PREVIEW_DIRECT_ONLY
7
Dedicated Outbound Mode hearing ring tones
Agents only place outbound calls and hear ring
tones, such as phone ringing or busy signal.
PREVIEW_DIRECT_BLENDED
8
Call By Call Blending hearing ring tones
Agents can receive inbound calls, place
outbound calls, and hear ring tones, such as
phone ringing or busy signal.
Note
Setting a skill group mode to Dedicated does not indicate that inbound calls will
not be sent to agents in that skill group. Actually, it directs the Dialer to begin
using that skill group with the understanding that all agents in that skill group are
available to take outbound calls.
To stop routing inbound calls to a skill group, a routing script must be created that
will route calls based on the value of the OutboundControl skill group variable.
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By controlling the skill group, contact center managers can dedicate the agents to
either inbound or outbound calls, or use a dynamic call-by-call blending mode.
The ICM Script Editor can be used to create administration scripts, which can set
the variable on the skill group based upon certain criteria.
The following sections describe two sample administrative scripts.
Administrative Script 1: TimeBasedControl
Figure 6-1 is a simple example of setting skill group modes for maximizing the
resource utilization in a call center based upon time of day.
Figure 6-1
TimeBasedControl Script
The above script divides the day into three parts:
•
Peak Inbound Traffic Period (8:00 AM to 12:00PM): The skill group variable
is set to INBOUND only, as during this time more agents are required to
handle inbound calls.
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•
Off-Peak Traffic Period (2:00PM to 4:00PM): During this time, the skill
group variable is set to PREVIEW_BLENDED, so that when an agent is not
on an inbound call, Outbound Option presents the agent with Preview calls.
Once the agent is on a Preview outbound call or is busy making a decision to
accept or reject the call, ICM software will not route any inbound call to that
agent. As soon as the agent is finished with the Preview call, ICM software
can again route an inbound call to the agent. If there are no inbound calls,
Outbound Option will reserve the agent for another outbound call.
•
All Other Periods: For the rest of the day, the skill group variable is set to
PREDICTIVE_ONLY so that if any agents are logged-in, Outbound Option
will immediately reserve the agents for outbound calls.
Administrative Script 2: ServiceLevelControl
Figure 6-2 demonstrates how to control skill group modes based upon “Service
Level,” which maximizes the resource utilization in a call center and maintains an
acceptable service level at the same time.
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Figure 6-2
ServiceLevelControl Script
This script divides the day into two parts:
•
Peak Traffic Period (8:00AM to 12:00PM): During this period, the skill group
variable is set to INBOUND only, as during this time more agents are
required to handle inbound calls.
•
Other Periods: During all other time periods, the skill groups modes are set
according to the service level in the past half hour. If the peripheral service
level in the past half hour period is over 85%, the skill group variable gets set
to PREDICTIVE_ONLY, which maximizes the efficiency of outbound
campaigns. If during any half hour period the peripheral service level drops
below 85%, the skill group is switched to PREVIEW_BLENDED, so that the
agents in the skill group can accept inbound calls in order to improve the
service level. When the agents are not in an inbound call, Outbound Option
presents the agents with a Preview outbound call, thereby maximizing the
resource utilization for the call center at the same time.
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OutboundPercent Variable
This variable controls the percentage of agents, which are logged into a particular
skill group, which will be 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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C H A P T E R
7
Outbound Option Reports
This appendix describes the ICM reporting tool, WebView, and its predefined
report templates to view reports on the following enterprise contact center
activity:
Note
•
Agents
•
Campaigns
•
Dialer
•
Import Rule
•
Skill groups
•
Transfer to IVR campaigns
When deploying Outbound Option using Cisco System IPCC, Outbound Option
reports will display data. If Outbound Option is not deployed, the reports will be
blank. In System IPCC deployments, Outbound Option report templates will
display in WebView whether or not Outbound Option is actually in use.
The predefined templates can be modified by using the Sybase InfoMaker tool.
InfoMaker is an optional, third-party application for creating custom reporting
templates. If you need to create custom templates, you must purchase InfoMaker
from Sybase, Inc.
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What is WebView?
Note
The Template Design Guide Using InfoMaker for Cisco ICM/IPCC Enterprise &
Hosted Editions provides instructions for using InfoMaker from Sybase to create
and modify templates used with WebView. Refer to the WebView Installation and
Administration Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for
information about installing InfoMaker.
The Outbound Option templates produce real-time and historical reports that
display information in one of the following ways:
Note
•
Real-time: Displays information about a system entity at that particular
instant of time; for example, number of tasks agent is currently working on,
number of agents currently logged in a skill group. Every 15 seconds (this
value is configurable), WebView templates automatically query the real time
database (Admin Workstation database on the distributor) to get the data for
a real time report. The data is written to the database (by the CallRouter)
almost every 10 seconds (this value is configurable).
•
Half-hour: Provides statistics for each half-hour period.
Since Outbound Option uses a routing script along with a physical call to reserve
agents, the Call Type real-time and half-hour reports contain data for Outbound
Option reservation calls. It is important to note that this call type data pertains
only to reservation calls and does not include reporting information for any
outbound calls. To eliminate any confusion regarding Call Type reporting, it is
advisable that a separate call type be created for Outbound Option routing scripts.
What is WebView?
WebView is the Web-based reporting and event monitoring tool of ICM software.
Install WebView on an Admin Workstation with a Web server installed, then
access WebView over the Web. Browser users with access to the WebView Server
can use it to generate an extensive set of predefined ICM reports, and to monitor
events in real-time. The report templates quickly generate contact center and
agent performance reports from data stored in the ICM database.
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What is WebView?
The URL for the WebView internal Web site address depends on the name of the
Distributor AW machine where the server component is installed. (See your
network administrator for more information.) For more information about
WebView, refer to the following documentation:
•
Refer to the WebView Installation and Administration Guide for Cisco
ICM/IPCC Enterprise & Hosted Editions for information about installing the
WebView reporting and event monitoring tool.
•
Refer to the Cisco Intelligent Contact Management Software Release 7.0(0)
Bill of Materials for information about supported browsers for WebView.
•
The WebView online help provides instructions on generating Web-based
reports.
•
Refer to the Reporting Guide for Cisco IPCC Enterprise & Hosted Editions
for detailed information about reporting.
Figure 7-1 displays the ICM WebView tool, showing the Outbound Option
reporting submenu in the left frame.
Figure 7-1
WebView Main Window
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Agent Reporting
Figure 7-2 displays the Dialer Port Real-Time report displaying real-time port
status for Dialer: NYDialer1.
Figure 7-2
Dialer Port Real-Time Report
How to enable WebView reporting on the Outbound Option Dialer
Step 1
Note
Set the RTPortFeedDisable registry setting to 0 (zero). When set, real-time dialer
port messages are disabled for this dialer.
Registry settings are located in /Cisco Systems, Inc./ICM/<instance
name>/LoggerA(B)/BlendedAgent/CurrentVersion.
Agent Reporting
For agent reporting per campaign, Outbound Option provides report templates
that accurately represent the outbound agent activity for a contact center,
including information grouped by skill group.
Table 7-1 describes the agent report templates.
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Campaign Reporting
Table 7-1
Agent Report Templates
Template Name
Description
Agtskg06: Outbound
Generates a real-time table that shows Outbound
Option (Blended Agent) Option agent activity.
Status Report
Generates an historical table that shows agent daily
Agtskg10: Outbound
Option (Blended Agent) performance for Outbound Option predictive calls,
by skill group.
Predictive and
Progressive Tasks
Detail Performance
Report
Generates an historical table that shows agent daily
Agtskg11: Outbound
Option (Blended Agent) performance for Outbound Option preview calls, by
skill group.
Preview Task Detail
Performance Report
Generates an historical table that shows agent daily
Agtskg12: Outbound
Option (Blended Agent) performance for Outbound Option reservation calls,
Reservation Task Detail by skill group.
Performance Report
Campaign Reporting
Outbound Option provides a campaign report template that details information
about the effectiveness of a given campaign.
Table 7-2 describes the campaign report templates.
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Table 7-2
Campaign Report Templates
Template Name
Description
Camqry01: Call Counts Generates a real-time table that shows each query
rule within a campaign.
of Query Rule within
Campaign Real Time
Report
Camqry02: Summary of Generates a real-time table that shows the current
status of all campaign records.
Call Counts Per
Campaign Real Time
Report
Camqry03: Valid
Generates a real-time table that displays the
Campaign Dialing
currently valid campaign dialing times.
Times Real Time Report
Camqry04: Query Rule
Dialing Times Real
Time Report
Generates a real-time table that displays the
currently valid query rule dialing times.
Camqry05: Call
Summary Count Of
Query Rule Within
Campaign Real Time
Generates a real-time table that displays each query
rule within a campaign.
Camqry06: Call
Summary Count per
Campaign Real Time
Generates a real-time table that displays the current
status of all campaigns records.
Camqry10: Call Counts Generates an historical table by half-hour that
shows the status of each query rule within a
of Query Rule within
campaign.
Campaign Half Hour
Report
Camqry11: Summary of Generates an historical table by half-hour that
shows the current status of all campaign records.
Call Counts per
Campaign Half Hour
Report
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Dialer Reporting
Dialer Reporting
The Outbound Option Dialer reports provide information about the dialer
platform. These predefined templates include information about performance and
resource usage. They provide you with a mechanism for determining if additional
Dialogic equipment is necessary to support more outbound calls.
The Outbound Option Dialer reports display information in one of the following
ways:
•
Dialpr01: Displays real-time port status for all the ports within a dialer
•
Dialer10 and Dialer01: Provides half-hour and real-time statistics
Table 7-3 describes the Outbound Option Dialer report templates.
Table 7-3
Outbound Option Dialer Report Templates
Dialer01: Dialer Real
Time Report
Generates a real-time table that shows contact,
busy, voice, answering machine, and SIT Tone
detection for each dialer.
Dialer10: Dialer Call
Result Summary Half
Hour Report
Generates an historical table by half-hour that
shows contact, busy, voice, answering machine, and
SIT Tone detection for each dialer.
Dialpr01: Dialer Port
Generates a real-time table that shows dialer
Status Real Time Report activity on a port-by-port basis.
Import Rule Reporting
The following information is available in the Import Rule reports:
•
Number of successful, unsuccessful, and total records imported by time range
•
Current import status
Table 7-4 describes the Import Rule report templates.
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Skill Group Reporting
Table 7-4
Import Rule Report Templates
Template Name
Description
Imprule01: Import
Generates a real-time table that shows the number
Status Real Time Report of successful, unsuccessful, and total records
imported, or to be imported.
Imprule10: Import Rule Generates an historical table that shows the number
Report
of successful, unsuccessful, and total records
imported by time range. The Total Records column
indicates the total number of records available in
the import file.
Skill Group Reporting
For skill group reporting per campaign, Outbound Option provides report
templates that accurately represent the skill group activity for a contact center.
Table 7-5 describes the skill group report templates.
Table 7-5
Skill Group Report Templates
Template Name
Description
Generates a real-time table that shows all skill
Perskg11: Outbound
Option (Blended Agent) groups and their associated Outbound Option
status.
Statistics By Skill
Group Report
Generates an historical table by half-hour that
Perskg12: Outbound
Option (Blended Agent) shows Outbound Option counts for agents signed
on, handle, talk, and hold states.
Task Detail
Performance In Skill
Groups Half Hour
Report
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Transfer to IVR Campaign Reporting
Transfer to IVR Campaign Reporting
Table 7-6 describes the WebView templates that can be used to produce reporting
data for campaigns using this feature.
Table 7-6
Transfer to IVR Campaign Report Templates
Template Name
Description
Camqry01: Call Counts Generates a real-time table that shows each query
rule within a campaign.
of Query Rule within
Campaign Real Time
Report
Camqry10: Call Counts Generates an historical table by half-hour that
shows the status of each query rule within a
of Query Rule within
campaign.
Campaign Half Hour
Report
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A P P E N D I X
A
Troubleshooting
This appendix contains information to help users involved with troubleshooting
systems integration, implementation, and installation of the Outbound Option
application. It also provides a discussion of Event Management System (EMS)
alarms and discusses how the Outbound Option Dialer detects answering
machines and human voices. The “Frequently Asked Questions (FAQs)” section
provides more information about Outbound Option.
Basic Troubleshooting Tools
AlarmTracker Client
AlarmTracker Client, an optional remote monitoring system tool, presents a
high-level overview of the status for customers’ ICM nodes, events and alarms,
and allows monitoring in a single application.
With AlarmTracker Client, drill down to gather more detail and focus on specific
problems.
The AlarmTracker Client application provides four simultaneous and
customizable views of the states of customers’ ICM objects, events, and alarms.
•
Tree View drills down to locate problem objects.
•
Grid View provides an overview of the status for all customers.
•
Main View displays nodes, alarms, or events for the object selected in Tree
View.
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Troubleshooting
Basic Troubleshooting Tools
•
EventsBar View defines the events to display on individual tabs.
Outbound Option has added a number of EMS Alarms to make fault detection of
a particular component easier to detect through AlarmTracker Client. From
AlarmTracker Client, the health of the overall system can be monitored, including
the state of currently scheduled campaigns.
Outbound Option Object
At the root level of the Alarm tree is the Outbound Option object. This object
gives a quick look at the health of the entire Outbound Option system. If this
object is in a green state, the Campaign Manager and all registered dialers have
not reported any serious errors, and the system is working.
Campaign Manager Object
One level down from the Outbound Option object is the Campaign Manager
object. It indicates the active or down status of the Campaign Manager. Any
failure here rolls up its state to the Outbound Option object, which goes to a
failure state. A failure state in the Campaign Manager means that it has been shut
down.
Import Object
At the same hierarchical level as the Campaign Manager object is the Import
object. A failure here rolls up its state to the Outbound Option object.
Note
Technically, if the Dialing_List database is populated with records, Outbound
Option can continue to function without the import process. However, any
scheduled imports or Do-not-call lists will not be handled.
A failure alarm in the Import object can occur if:
•
The Campaign Manager loses contact with the import process
•
The import process itself reports any one of several severe errors
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Outbound Option Dialer Collection Object
The Outbound Option Dialer collection object is at the same hierarchical level as
the Campaign Manager. It contains a collection of all Outbound Option Dialers
that have registered with the Campaign Manager. View the accompanying icon to
monitor each Outbound Option Dialer’s status. A failure condition in a particular
dialer can be caused by:
•
The Campaign Manager losing contact with a previously connected dialer
•
Any number of several errors which the Outbound Option Dialer reports itself
In the event that a Outbound Option Dialer considers itself down, the Outbound
Option parent object changes to a yellow triangle. The Outbound Option system
can still function in this state, depending upon the number of dialers in the system
and their configuration. If all configured dialers are considered failed, the
Outbound Option parent node goes to a complete fail state.
Refer to the Remote Monitoring Suite Administration Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions for information about Cisco’s Listener, LGMapper,
and AlarmTracker Client software.
Event Management System (EMS) Alarms
The following EMS Alarms/Notifications are currently defined for Outbound
Option.
EMS Messages Reported by Campaign Manager
Message
Explanation
Outbound Option Campaign Manager on
[machine_name] is down.
Campaign Manager has been shut down manually
by stopping the Logger process in the ICM Service
Control panel.
Outbound Option Campaign Manager on
[machine_name] is up.
Campaign Manager has been enabled by starting
the Logger process in the ICM Service Control
panel.
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Message
Explanation
Import is down on computer
[import_machine_name].
Campaign Manager has lost contact with the
previously registered import process. The import
process might have been shut down or is in a
failure state.
Import is up on computer
[import_machine_name].
Campaign Manager has received a connection
(registration) from the Import process.
Dialer is down on computer
[dialer_machine_name].
Campaign Manager has lost contact with a
previously registered dialer process. The dialer
might have been shut down or there might be a
connectivity issue between the Outbound Option
Dialer machine and the Campaign Manager
machine.
Dialer is up on computer
[dialer_machine_name].
Campaign Manager has received a connection
(registration) from a dialer.
Campaign [campaign_name] has been Disabled.
Campaign has been disabled. This could occur
because the campaign was scheduled to end at a
certain time, or because none of the campaign’s
query rules could be scheduled to run.
Campaign [campaign_name] has been enabled.
Campaign has been scheduled to run.
Campaign [campaign_name] has run out of
records.
Campaign has run out of customer records.
EMS Messages Reported by Outbound Option Import
Message
Explanation
Did not Import Table [table_name] due to a
change to the tables' schema
During an import to an existing table, in append
mode, a field has been added.
Failed to create table [table_name]
Problem trying to create a table: either it already
exists or incorrect name was given.
The import table [table_name] has been
successfully imported.
Import of table was successful.
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Basic Troubleshooting Tools
Message
Explanation
Failed to import data into table
[table_name]
Problem with the data being imported. Either
incorrect column data or the definition of the file
is incorrect, or a phone number is incorrect.
Failed to build dialing list from table
[table_name]
Dialing list did not build, which could be a result
of:
•
Not enough space.
•
The query rule is incorrect.
•
No data was imported.
Failed to read the Import Configuration
table
Internal problem of receiving incorrect
configuration data from the Campaign Manager.
Outbound Option Import could not open
[database_name] database.
No database was created. Use ICMDBA to create
the database.
Refer to the ICM Administration Guide for Cisco
ICM Enterprise Edition for detailed information
about using the ICMDBA tool to create a database.
Failed to rename or delete the import file
for Import Rule Id: [id; filename]
The import file was unable to be renamed or
deleted and has been temporarily disabled. To
correct this condition, manually remove the
import file and disable and re-enable the import
rule using the Outbound Option Import
Configuration Component.
EMS Messages Reported by Outbound Option Dialer
Message
Explanation
Failed to Initialize Telephony Server.
Dialer could not initialize the telephony server.
This is a hardware failure and the dialer will not
operate.
Could not connect to the Campaign Manager
server.
Outbound Option Dialer was not able to
successfully connect to the Campaign Manager
via External Message Transport (EMT) protocol.
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Basic Troubleshooting Tools
Message
Explanation
Outbound Option CTI connection on
[dialer_name] is down.
Outbound Option Dialer has lost contact with the
CTI Server.
Outbound Option CTI connection on
[dialer_name] is up.
Outbound Option Dialer has successfully
connected to the CTI Server.
Outbound Option Dialogic board [board_num]
is not functioning correctly.
Failure has been detected on the Dialogic card
within a dialer.
Outbound Option Dialogic board [board_num]
has been recycled.
Dialogic card has been set to an active (or online)
state.
Connected to the Campaign Manager server.
Dialer successfully connected to the Campaign
Manager via External Message Transport (EMT)
protocol.
Initialized the telephony server.
Dialer has successfully initialized the telephony
server.
MR PIM Disconnected from Dialer
[dialer_name]
The MR PIM has lost contact with the Outbound
Option Dialer.
MR PIM Connected to Dialer [dialer_name]
The MR PIM has successfully connected to the
Outbound Option Dialer.
MR Routing Disabled on Dialer [dialer_name]
MR routing has been disabled on the Outbound
Option Dialer.
MR Routing Enabled on Dialer [dialer_name]
MR routing has been enabled on the Outbound
Option Dialer.
Dialer [dialer_name], Port [port_num],
extension [ext] connected to Callmgr
[ccm_name]
The Outbound Option Dialer has successfully
connected to the Cisco CallManager.
Dialer [dialer_name], Port [port_num],
extension [ext] disconnected from Callmgr
[ccm_name]
The Outbound Option Dialer has lost contact with
the Cisco CallManager.
Dialer [dialer_name], Port [port_num],
extension [ext] registered with Callmgr
[ccm_name]
The Outbound Option Dialer has successfully
registered with the Cisco CallManager.
Dialer [dialer_name], Port [port_num],
extension [ext] failed to register with
Callmgr [ccm_name]
The Outbound Option Dialer has failed to register
with the Cisco CallManager.
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Troubleshooting
Event Management System (EMS) Logs
Dialogic Global Call Test Application
The Dialogic Global Call test application, GC_test, can be used to help diagnose
problems caused by Global Call setup and/or configuration problems. GC_test is
available as a free download from:
http://resource.intel.com/telecom/support/applets/winnt/gctest/tn369.htm.
Event Management System (EMS) Logs
As with other ICM processes, the Campaign Manager, Outbound Option Import,
and Outbound Option Dialer each produce EMS logs, which can be helpful in
tracking down issues that might arise.
You can access the EMS logs in the following directory: c:\icm\<instance
name>\la\logfiles.
Campaign Manager
An example of a Campaign Manager EMS log appears in Example A-1 and
Example A-2. Example A-1 shows the output when the Campaign Manager
executes. Because Campaign Manager is a Message Delivery System (MDS)
client, it waits until the MDS service is active before receiving configuration
messages from the ICM Router.
Example A-2 continues the log, displaying the configured campaigns and query
rules currently active on each of them. Also shown in this figure is the receipt of
a Skill Group Variable message, which sets the OutboundControl variable to
Blended-Predictive mode.
Example A-1
Campaign Manager EMS Log (Part A)
13:25:35 la-CampaignManager Initializing Event Management System (EMS) Library.
13:25:35 la-CampaignManager Trace:EMS Server pipe cust1\LoggerA\CampaignManagerEMSPipe
enabled for cust1\LoggerA\CampaignManager
13:25:35 la-CampaignManager Trace:Received campaign manager startup request
13:25:35 la-CampaignManager Trace:Monitor Server pipe cust1\LoggerA\CampaignManagerCmdPipe
enabled for cust1\LoggerA\CampaignManager
13:25:35 la-CampaignManager Trace:Campaign manager starting...ICM\cust1\LoggerA
13:25:35 la-CampaignManager Outbound Option Campaign Manager on [JKOTELLY-SRV] is up.
13:25:35 la-CampaignManager Trace:Attempting to register with MDS
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Event Management System (EMS) Logs
13:25:37
13:25:37
13:25:37
13:25:37
13:25:37
13:25:37
13:25:37
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13:25:37
13:25:37
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
la-CampaignManager
Example A-2
Connection to MDS process established.
Trace:MDS registration complete:handle = 80
Trace:Started EMT interface thread
Trace:Started Router interface thread
Trace:Created Import interface object
Trace:Connecting to private database
Trace:Started MDS client
Trace:Started EMT server
Trace:MDS is in service
Trace:Starting configuration transaction
Trace:Configuration message BlendedAgentOptions received
Trace:Configuration message ImportRule received
Trace:Configuration message ImportRuleClause received
Trace:Configuration message ImportRuleClause received
Trace:Configuration message Dialer received
Trace:Configuration message DialerPortMap received
Trace:Configuration message DialerPortMap received
Trace:Configuration message DialerPortMap received
Trace:Configuration message QueryRule received
Trace:Configuration message QueryRuleClause received
Trace:Configuration message Campaign received
Trace:Configuration message CampaignQueryRule received
Trace:Configuration message CampaignSkillGroup received
Trace:Configuration message Region received
Trace:Configuration message RegionPrefix received
Trace:Configuration message RegionPrefix received
Trace:Configuration message RegionPrefix received
Trace:Configuration message RegionMember received
Trace:Completing configuration transaction
Trace:Import process is not connected
Trace:Import process is not connected
Campaign Manager EMS Log (Part B)
13:25:37 la-CampaignManager Trace:Import process is not connected
.
.
.
13:25:37 la-CampaignManager Trace:Import process is not connected
13:25:37 la-CampaignManager Trace:TotalCount for CmpID:5001 QueryID:5001 :82
13:25:37 la-CampaignManager Skill group variable message received from router for skill
target id [5036]. The new outbound control value is [Blended-Predictive].
13:25:37 la-CampaignManager Trace:Connecting Import; Connection ID = 3
13:25:37 la-CampaignManager Import is up on computer [JKOTELLY-SRV].
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Appendix A
Troubleshooting
Event Management System (EMS) Logs
Outbound Option Import
Example A-3 is an example of an EMS log when the Outbound Option Import
process is executed. It begins by registering with the Campaign Manager.
Campaign Manager then forwards all the configuration information it originally
received from the ICM Router. Outbound Option Import requires the entire
configuration so that it can build the dialing list.
Example A-3
Outbound Option Import EMS Log
13:25:35 la-baImport Initializing Event Management System (EMS) Library.
13:25:35 la-baImport Trace:EMS Server pipe cust1\LoggerA\baImportEMSPipe enabled for
cust1\LoggerA\baImport
13:25:35 la-baImport Trace:Received import startup request.
13:25:35 la-baImport Trace:Starting Outbound Option Import
13:25:35 la-baImport Trace:Monitor Server pipe cust1\LoggerA\baImportCmdPipe enabled for
cust1\LoggerA\baImport
13:25:35 la-baImport Trace:Import started.
13:25:35 la-baImport Trace:Using registry key:Software\Cisco Systems,
Inc.\ICM\cust1\CurrentVersion
13:25:37 la-baImport Trace:Connect returned 10060; receiver exiting.
13:25:37 la-baImport Trace:Registering with campaign manager
13:25:37 la-baImport Trace:Send returned -519897085 on connection -842150451
13:25:37 la-baImport Trace:Unable to register with campaign manager
13:25:37 la-baImport Trace:Could not register with Campaign Manager
13:25:37 la-baImport Trace:Requesting Configuration information from the Campaign Manager
13:25:37 la-baImport Trace:Send returned -519897085 on connection -842150451
13:25:37 la-baImport Trace:Unable to Send request to get Configuration from the campaign
manager
13:25:37 la-baImport Trace:Could not request configuration from the Campaign Manager
13:25:37 la-baImport Trace:Registering with campaign manager
13:25:37 la-baImport Trace:Requesting Configuration information from the Campaign Manager
13:25:37 la-baImport Trace:Config transaction received:[1] typeBlendedAgentOptions
13:25:37 la-baImport Trace:Config transaction received:[1] typeCampaign
13:25:37 la-baImport Trace:Config transaction received:[1] typeCampaignQueryRule
13:25:37 la-baImport Trace:Config transaction received:[2] typeCampaignSkillGroup
13:25:37 la-baImport Trace:Config transaction received:[3] typeDialer
13:25:37 la-baImport Trace:Config transaction received:[17] typeDialerPortMap
13:25:37 la-baImport Trace:Config transaction received:[2] typeImportRule
13:25:37 la-baImport Trace:Config transaction received:[11] typeImportRuleClause
13:25:37 la-baImport Trace:Config transaction received:[1] typeQueryRule
13:25:37 la-baImport Trace:Config transaction received:[1] typeQueryRuleClause
13:25:37 la-baImport Trace:Config transaction received:[92] typeRegion
13:25:37 la-baImport Trace:Config transaction received:[110] typeRegionPrefix
13:25:37 la-baImport Trace:Config transaction received:[110] typeRegionPrefix
13:25:37 la-baImport Trace:Config transaction received:[25] typeRegionPrefix
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Appendix A
Troubleshooting
Event Management System (EMS) Logs
13:25:37 la-baImport Trace:Config transaction received:[91] typeRegionMember
13:25:37 la-baImport Trace:Config updates are available
Outbound Option Dialer
Example A-4 is an example of an EMS log from the Outbound Option Dialer.
After basic initialization, the Outbound Option Dialer attempts to connect to the
Campaign Manager and requests its configuration. The Campaign Manager
responds by sending the port map and skill group information.
In Example A-4 one skill group is configured in Blended-Progressive mode.
Example A-4
Outbound Option Dialer EMS Log
13:37:52 dialer-baDialer Initializing Event Management System (EMS) Library.
13:37:52 dialer-baDialer Trace:EMS Server pipe cust1\Dialer\baDialerEMSPipe enabled for
cust1\Dialer\baDialer
13:37:52 dialer-baDialer Trace:Received dialer startup request.
13:37:52 dialer-baDialer Trace:Monitor Server pipe cust1\Dialer\baDialerCmdPipe enabled
for cust1\Dialer\baDialer
13:37:52 dialer-baDialer Trace:Dialer starting...ICM\cust1\Dialer
13:37:52 dialer-baDialer Trace:Using registry key:Software\Cisco Systems,
Inc.\ICM\cust1\Dialer
13:37:52 dialer-baDialer Trace:Using registry key:Software\Cisco Systems,
Inc.\ICM\cust1\CurrentVersion
13:37:53 dialer-baDialer Trace:Registering with campaign manager
13:37:53 dialer-baDialer Trace:Requesting Configuration information from the Campaign
Manager
13:37:53 dialer-baDialer Trace:Config received:[1] dialer
13:37:53 dialer-baDialer Trace:Trying to connect to server:geolabdialer1 on port:42067
13:37:53 dialer-baDialer Trace:socket open on Server=geolabdialer1 port=42067
13:37:56 dialer-baDialer Trace:Skill:[5033], Mode:Blended-Progressive
13:38:05 dialer-baDialer Trace:----Skill Stats---13:38:15 dialer-baDialer Trace:----Skill Stats---13:38:15 dialer-baDialer Trace:Skill:05033[R:B] - Ca:000010, Cab:000000, Cf:000000,
Cc:000000, Ra:000010, Rc:000010
13:38:25 dialer-baDialer Trace:----Skill Stats---13:38:25 dialer-baDialer Trace:Skill:05033[R:B] - Ca:000010, Cab:000000, Cf:000000,
Cc:000000, Ra:000020, Rc:000010
13:38:35 dialer-baDialer Trace:----Skill Stats---13:38:35 dialer-baDialer Trace:Skill:05033[R:B] - Ca:000020, Cab:000000, Cf:000000,
Cc:000000, Ra:000020, Rc:000020
13:38:45 dialer-baDialer Trace:----Skill Stats---13:38:45 dialer-baDialer Trace:Skill:05033[R:B] - Ca:000020, Cab:000000, Cf:000000,
Cc:000000, Ra:000030, Rc:000020
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Appendix A
Troubleshooting
Answering Machine Detection for Outbound Option on the Avaya DEFINITY
13:38:55 dialer-baDialer Trace:----Skill Stats---13:38:55 dialer-baDialer Trace:Skill:05033[R:B] - Ca:000030,
Cc:000000, Ra:000030, Rc:000030
13:39:05 dialer-baDialer Trace:----Skill Stats---13:39:05 dialer-baDialer Trace:Skill:05033[R:B] - Ca:000031,
Cc:000000, Ra:000039, Rc:000030
13:39:15 dialer-baDialer Trace:----Skill Stats---13:39:15 dialer-baDialer Trace:Skill:05033[R:B] - Ca:000040,
Cc:000000, Ra:000040, Rc:000040
13:39:25 dialer-baDialer Trace:----Skill Stats---13:39:25 dialer-baDialer Trace:Skill:05033[R:B] - Ca:000044,
Cc:000000, Ra:000048, Rc:000042
13:39:35 dialer-baDialer Trace:----Skill Stats---13:39:35 dialer-baDialer Trace:Skill:05033[R:B] - Ca:000050,
Cc:000000, Ra:000052, Rc:000050
13:39:45 dialer-baDialer Trace:----Skill Stats---13:39:45 dialer-baDialer Trace:Skill:05033[R:B] - Ca:000056,
Cc:000000, Ra:000057, Rc:000056
13:39:55 dialer-baDialer Trace:----Skill Stats---13:39:55 dialer-baDialer Trace:Skill:05033[R:B] - Ca:000063,
Cc:000000, Ra:000066, Rc:000060
13:40:05 dialer-baDialer Trace:----Skill Stats---13:40:05 dialer-baDialer Trace:Skill:05033[R:B] - Ca:000071,
Cc:000000, Ra:000074, Rc:000070
13:40:15 dialer-baDialer Trace:----Skill Stats---13:40:15 dialer-baDialer Trace:Skill:05033[R:B] - Ca:000077,
Cc:000000, Ra:000078, Rc:000076
Cab:000000, Cf:000000,
Cab:000000, Cf:000000,
Cab:000000, Cf:000000,
Cab:000000, Cf:000000,
Cab:000000, Cf:000000,
Cab:000000, Cf:000000,
Cab:000000, Cf:000000,
Cab:000000, Cf:000000,
Cab:000000, Cf:000000,
Answering Machine Detection for Outbound Option
on the Avaya DEFINITY
When answering machine detection is enabled, the Outbound Option Dialer
attempts to determine if the called party is a human voice or an answering
machine. The firmware on the Dialogic card performs this determination. The
Outbound Option Dialer does not look for any special SIT tones from the
contacted party. Dialogic documentation states that their cards essentially rely on
the length of the salutation to make the tone determination. The documentation
also specifies that if the length of the salutation is less than 1.8 seconds, you have
probably contacted a residence (rather than an answering machine).
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Appendix A
Troubleshooting
Answering Machine Detection for Outbound Option on the Avaya DEFINITY
For example, a lengthy salutation such as, “Hi, you’ve reached the Jones
residence, please leave a message after the beep,” would most likely be
categorized as an answering machine, while a brief “Hello” would register as a
human voice call.
Note
Disable the Answering machine detection option if you want agents to leave
messages on answering machines. If this option is enabled, when the Outbound
Option Dialer detects an answering machine, it terminates the call. The default is
Disabled.
Configuring Answering Machine Detection
The Dialogic firmware, which performs the answering machine detection, can be
configured by changing the Outbound Option Dialer configuration (in the
Outbound Option Dialer Configuration Component).
See the online help for detailed information about how to use the Outbound
Option Configuration Components.
How to configure answering machine detection
Step 1
In the Outbound Option Campaign Configuration Component, enable answering
machine detection by clicking the Answering machine detection checkbox.
Step 2
Click the Fast voice detection checkbox. When this option is checked, Dialogic
attempts to make the voice detection at the rising edge of the salutation (beginning
of the word “Hello”). This gives the fastest detection. Unchecking this option
delivers the connect event at the falling edge of the salutation. Check this option
for fastest detection.
Step 3
Click the Quick answering machine detection checkbox to use the quick version
of the answering machine detection algorithm. This setting is less accurate than
using the normal accurate answering machine detection algorithm, but provides a
quicker judgment.
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Appendix A
Troubleshooting
Outbound Option Dialer Title Bar
Outbound Option Dialer Title Bar
When the Outbound Option Dialer starts running its title bar provides important
status information. This information can be used to quickly diagnose several
startup issues.
Figure A-1
Outbound Option Dialer Title Bar Indicators
•
The first block of data shows the Dialer’s customer instance, node name, and
process name. This information can be used to connect the “ProcMon” or
“EMSMon” tool to the Dialer.
•
The next block shows the Campaign Manager connectivity status. This status
is either A for active or X for disconnected.
•
The third block shows CTI Server connectivity status. This status is either A
for active or X for disconnected.
•
The fourth block shows the state of all Dialer ports. The first value, C, shows
the total configured ports derived from the port map configuration. The
second value, R, shows the total number of ports registered with Cisco
CallManager. Finally, the third value, B, indicates the number of Dialer ports
that failed to register with CallManager.
•
The final block shows connectivity status with the MR PIM. This status is
either A for active, X for disconnected, or NR, which means connected but
not yet able to route. (The U status is rarely seen and indicates that a
particular connectivity object within the Dialer has not been created yet.)
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Appendix A
Troubleshooting
Procmon Tool
Procmon Tool
Outbound Option supports the standard ICM diagnostics tool called Procmon.
This command line-only tool is shipped with ICM software and can interface with
many ICM components.
Procmon can connect to the Campaign Manager or Dialer. Once connected, the
“mhelp” command can be used to view all available commands. This tool has the
ability to display most internal configuration and runtime data for Campaign
Manager and Outbound Option Dialer.
Important Dialer Procmon Commands
Use the following Procmon commands to investigate issues when using Procmon
to connect to dialers:
•
Dumpconf command displays the values in the Dialer registry or displays
whether or not a dialer has been designated as a personal callback dialer.
•
Dumptalk command displays which agent is talking to which customer.
•
If the Dialer is not dialing, use the dumpalloc command to view how many
records are available for dialing, how many agents are logged in, and how
many agents are available for dialing.
The following section describes the dumpalloc command in detail.
Dumpalloc Command
This command provides real-time skill group dialing information.
Example A-5 displays information that the Dialer is running one campaign called
Campaign1, which is associated with three skill groups. Each skill group is
disabled, probably because there are no logged in agents. In addition, it is possible
to see how many agents are reserved per skill group, how many customer calls are
being placed, and how many agents are talking on outbound calls.
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Appendix A
Troubleshooting
Procmon Tool
Example A-5
Dumpalloc Command
•
Campaign: Campaign name associated with the skill group
•
Skill: Peripheral skill group number
•
ID: ICM skill group ID
•
E: Enabled (Y or N)
•
M: Mode (N=None, P=Preview, R=Predictive/Progressive, A=Callback)
•
T: Type or direction ((N=None, I=Inbound, O=Outbound, B=Blended)
•
H-RT: Call hit rate
•
Err: Call error rate
•
Abnd: Call abandon rate
•
R-Idle: Cached records available for dialing
•
Used: Cached records being used for dialing
•
PreR: Records reserved for future calls (0 most of the time)
•
PPA: Ports allocated per agent in current skill group
•
SG-Ports: Ports allocated for skill group
•
LogIn: Logged in agents
•
Av-Skl: “Available” agents in skill group
•
Av-Dlr: Agents the Dialer considers available to receive reservation call
•
Rsrve: Active reservation calls
•
Rsrvd: Reserved agents
•
Max: Maximum number of agents the Dialer reserves at any one time
•
Dial: Customer calls in progress
•
Talk: Agents talking with customers dialed by the Dialer
•
Agnt %: Configured using the ICM Script Editor that indicates which
percentage of agents within the current skill group are available for outbound
dialing
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Appendix A
Troubleshooting
Procmon Tool
Important Campaign Manager Procmon Commands
Use the following Procmon commands to investigate issues when using Procmon
to connect to the Campaign Manager:
•
Dumpconf command displays all Outbound Option configuration data.
•
Dumprt command displays real time information about all existing
campaigns and query rules.
The following section describes the dumprt command in detail.
Dumprt Command
This command provides real-time information about all existing campaigns and
their query rules.
Example A-6 displays the following information:
•
Two campaigns exist
•
Campaign1 is enabled, while Campaign2 is disabled (using the configuration
tools)
•
Campaign1 contains two query rules: QueryRule1 and QueryRule2
•
QueryRule1 is enabled, while QueryRule2 is disabled (using the
configuration tools)
•
QueryRule1 is the active query rule (this is the list where records are being
retrieved from)
•
QueryRule1 contains 8 available customer records and 40 records total (the
remaining 32 records have already been attempted; also, note that available
records include retry records that might not be ready to be dialed at this time)
•
The work start and stop dialing times as well as the home start and stop
dialing times are available for all existing campaigns
•
Total available records per campaign are also available
Example A-6
Dumprt Command
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Appendix A
Troubleshooting
Procmon Tool
•
Campaign Name
•
ID: Campaign database ID
•
E: Campaign enabled status (Y or N)
•
Query Rule Name
•
E: Query rule enabled status (Y or N)
•
ID: Query rule database ID
•
ActRule: Current query rule active within campaign (Y or N)
•
ListOrder: Query rule order within campaign
•
Avail-Rec: Records available for dialing (includes retry records)
•
Total-Rec: Total records in query rule or campaign
•
Active-Rec: Records sent to Dialer within current query rule pass
•
Hit-Rate: Hit rate for current active query rule
•
W-Start: Campaign work start time
•
W-End: Campaign work end time
•
H-Start: Campaign home start time
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Appendix A
Troubleshooting
Symptoms and Troubleshooting Actions
Symptoms and Troubleshooting Actions
Symptom
Possible Cause
Solution
Dialer will not
successfully update
CTI Server with
customer data
BAAccountNumber ECC
variable value exceeded
30 characters
If an import rule contains an account number that
exceeds 30 characters, this length is used in the
dialing list. If this value is greater than 30
characters, the Outbound Option Dialer will not
successfully update the CTI Server with customer
data. This results in a missing screen pop if the
desktop requires the account number to look up
the customer information.
Observe the following guidelines to prevent these
problems:
•
Set the BAAccountNumber ECC variable
value to a maximum of 30 characters in an
import rule.
•
If the BAAccountNumber ECC variable value
uses more than 30 characters in the dialing
list, reduce the character length using the
following query:
Update Dialing_List set
AccountNumber=rtrim(AccountNumber)
Dialer does not
automatically answer
customer calls
transferred to agent
phones
Transfers are failing due
to reorder denial reason
code
WebView reporting is RTPortFeedDisable
registry setting is set to 1
not enabled on
Outbound Option
Dialer
Set the registry entry to
AnswerTransferUsingAgentPhone=1.
Set the registry entry to RTPortFeedDisable=0.
When set, real-time dialer port messages are
disabled for this dialer.
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Appendix A
Troubleshooting
Symptoms and Troubleshooting Actions
Symptom
Possible Cause
Dialer will not
connect to Campaign
Manager
•
Incorrect server
configuration on the
Outbound Option
Dialer
•
InstanceNumber
fields between the
Outbound Option
Dialer and the
Campaign Manager
are not the same
Solution
Examine the registry on the Outbound Option
Dialer machine to determine which server it
believes Campaign Manager is running on. Set the
Server field to the server name where the
Campaign Manager is running.
Make sure the InstanceNumber fields match the
InstanceNumber setting on the Logger machine or
the Outbound Option Dialer will not be able to
connect.
Dialer is not able to
Settings on Outbound
connect to CTI Server Option Dialer might not
match where the CTI
Server is running
Examine the CTI Server A/B registry settings on
the Outbound Option Dialer and make sure they
match where the CTI Server is running. (These
were set when the Outbound Option Dialer was
installed on the system.)
Timeout messages
appear in Dialer
console screen
Add stations to the peripheral monitor.
•
•
Administrative script
which sets the
OutboundControl
variable or
reservation
percentage is running,
but the
modes/percentages
are not being updated
at the Dialer
Dialer does not start
ACD stations
assigned to Outbound
Option Dialer are not
monitored on
peripheral
Validate that each Outbound Option Dialer port
starting with port 0 is mapped to the correct station
on the switch.
Outbound Option
Dialer port map is not
configured properly
Skill being controlled Make sure that the skill being controlled is the
base skill group, and not the primary or secondary
is the primary or
skill groups. Although agents might be logged into
secondary skill
just the primary or secondary skill group, always
• OutboundControl
set the OutboundControl variable and reservation
variable mode is
percentage on the base skill group.
spelled incorrectly
Verify that the OutboundControl variable mode is
spelled correctly.
•
Dialogic drivers are not
started
Use the Dialogic Configuration Manager to start
the Dialogic drivers.
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Appendix A
Troubleshooting
Symptoms and Troubleshooting Actions
Symptom
Possible Cause
Solution
Agent reservation
calls are dropped at
random times,
causing customer call
transfers to fail
Dialogic drivers are
sending a loop current
drop message to the
Outbound Option Dialer
Dialogic states that this is a problem with the
WinNT SR V5.0 Dialogic drivers for Intel. The
problem description can be found at:
http://members.support.dialogic.com/search/ptrs/
display.asp?19918
A hotfix is available from Dialogic: 19918.zip.
Within the hotfix, the relevant file is sr501.zip.
This file contains instructions for installing the
hotfix.
Import is not reading
customer data file
Compare the file name and path name on the disk
with the preconfigured file name in the import
configuration. (Note that an import file name
might not show up correctly in the Windows File
• Import schedule is
Explorer if the Hide extension in known file
incorrect
types option is enabled in Windows File Explorer.
• Cisco Security Agent Try listing the file directory by using the Windows
(CSA) is preventing
Command prompt.
access to the file
Verify the import schedule. The import either has
across the network
a scheduled import based on date and time or a
dynamic import, which will begin as soon as a file
is copied to the specified path.
•
Data file name does
not match
preconfigured name
If the import is configured to read a file from a
remote network computer protected by CSA, the
file must be located in the following path:
c:\customer\import. Also, make sure that the
import process user has network and directory
read/write access to the “customer” directory as
well as the “import” directory.
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Appendix A
Troubleshooting
Symptoms and Troubleshooting Actions
Symptom
Possible Cause
Solution
Analog Dialogic card
is not able to place a
call to any station (on
one line) and
therefore, PBXpert
fails to learn any PBX
tones
The connections between
the Analog Dialogic card
and the switch could be
faulty
Check the wiring to the RJ-14 connectors on the
card. The pin-outs for the connectors for various
Dialogic cards can be found here:
http://support.dialogic.com/Install/Config
As an example, the pin-out for D/120JCT-LS is
shown below:
•
6 - Earth recall 2
•
5 - Ring 2
•
4 - Tip 1
•
3 - Ring 1
•
2 - Tip 2
•
1 - Earth Recall 1
Note that each RJ-14 connector (as shown above)
has two Analog lines wired to it (that is, there are
two tip and ring lines for each connector). It is also
possible that only one of the two lines is connected
correctly. Also, note that the lowest channels
begin at the “top” of the back of the card.
Another problem might be that the connectors are
in the wrong channels. The channels that begins
with B1C1 (port 0) through B1C4 (port 3), and
then goes to B2C1...B2C4 (port 4 through 7), etc.
Before running PBXpert, make sure that the phone
numbers are correct for both the outgoing and
incoming lines.
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Appendix A
Troubleshooting
Symptoms and Troubleshooting Actions
Symptom
Possible Cause
Solution
The wiring between
the switch and the
Dialogic card is
connected, but it is
still not possible to
dial out from the
Dialogic card
Dialogic might not be
detecting dial tone or the
switch is not playing the
dial tone
The following tests can be conducted to determine
dial tone-related problems:
•
For Analog Dialogic cards, run the
Multi-threaded Voice application and try
putting an “L” in the dial string before the
station number you are trying to dial. (Before
dialing, check the box labeled Perfect Call
Analysis). This indicates that the application
waits for a dial tone before placing the call. If
the dial does not proceed, this indicates it is
not receiving the dial tone.
•
For Analog cards, plug in an Analog phone to
the line which is connected to Dialogic and try
dialing other extensions from this phone. Try
the same test for all lines.
•
Run the Multi-threaded Voice application and
open a particular channel. Take the channel
off the hook and select record wav file and
enter a filename. Record the channel for about
10 seconds and then select Stop. This wave
file can then be played to determine if the
Dialogic card is receiving the dial tone or fast
busy, indicating that the line is probably wired
correctly; or static/buzz, which would
probably indicate bad wiring.
•
Dialogic card could be malfunctioning. Run
the UDD (Universal Dialogic Diagnostic)
utility to determine if the card is healthy. Try
the same test with another Dialogic card.
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Appendix A
Troubleshooting
Symptoms and Troubleshooting Actions
Symptom
Possible Cause
The wiring between
the switch and the
Dialogic card is
connected, but it is
still not possible to
dial out from the
Dialogic card
(continued)
Dialogic might not be
detecting dial tone or the
switch is not playing the
dial tone
Analog Dialogic card Definity feature-related
system parameters might
cannot detect
hang-ups
be set incorrectly
Solution
•
Phone line connected to one or more Dialogic
ports could be faulty. Using the
Multi-threaded Voice application, place a line
“on hook.” Using a phone on the switch, dial
the phone number of that line. When the line
is ringing, take the line “off hook” using the
Multi-threaded Voice application. The call
answers. If the call does answer, use the
Multi-threaded Voice application to play a
tone or wave file to make sure the line is
working. If one line does not work, try some
more lines. Remember to put the call back “on
hook” after each test so that the next test is
valid.
In the Definity feature-related system parameters:
•
Set the Station Tone Forward Disconnect
parameter to BUSY. This indicates that the
last party is still off-hook when the other
parties drop out and receives a busy tone.
•
Set the Busy Tone Disconnect for Analog
Loop parameter to Y.
Check to see if changing this parameter
affects the hang-up to the Analog phone. Note
that, for an Analog line, when one party hangs
up the call, a loop current drop occurs which
makes the other party realize that the line has
been dropped.
The switch connected
to the Analog
Dialogic card seems
to be playing some
dial tone, but the
Analog Dialogic card
does not detects the
dial tone
The switch connected to
the Dialogic ports might
be playing the dial tone an
insufficient amount of
time
To bypass this issue, the dial tone detection can be
disabled for dialogic as follows:
Set/change the following parameters in the
\program files\dialogic\cfg\na_an_io.cdp file to
disable dial tone detection:
•
parameter $18 (blind dialing) = 1
•
parameter $24 (pbx present) = 1
•
parameter $25 (pbx prefix) = "N"
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Appendix A
Troubleshooting
Symptoms and Troubleshooting Actions
Symptom
Possible Cause
T1 Dialogic card
The configuration file for
cannot place any calls the T1 card might be
on the switch
configured incorrectly
Agent Reservation
Call drops when the
switch plays “Music
on Hold”
In the Dialogic
Configuration Manager,
the “DisconnectTone”
might be set to “Y”
Solution
Configure the us_mf_o.cdp file found in the
\program files\Dialogic\CFG folder, as described
in the Outbound Option Setup and Configuration
Guide for Cisco ICM/IPCC Enterprise & IPCC
Hosted Editions.
Do the following:
1.
Open the Dialogic Configuration Manager.
2.
Select the Dialogic device and choose
ACTION > Configure Device from the
menu.
3.
Go to the MISC tab and set the
DisconnectTone parameter to N.
In addition, this could be the result of a known
problem with the WinNT SR V5.0 Dialogic
drivers for Intel. The problem description can be
found at:
http://members.support.dialogic.com/search/ptrs/
display.asp?19918
A hotfix is available from Dialogic: 19918.zip.
Within the hotfix, the relevant file is sr501.zip.
This file contains instructions for installing the
hotfix.
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Appendix A
Troubleshooting
Symptoms and Troubleshooting Actions
Symptom
Possible Cause
Dialer is not
Requesting Records
Solution
•
Agents are not logged Make sure agents are logged in and are in the
available state.
in or not available
•
Administrative script
was not set up using
the Script Editor or
was not scheduled to
execute frequently
enough
•
Skill group
OutboundControl
variable is set to
inbound
Examine the Campaign Manager and Outbound
Option Dialer EMS logs to make sure that the
Outbound Option Dialer has received the
skillgroup variable information from the
Campaign Manager. Without skillgroup variable
information, the Outbound Option Dialer will not
operate.
Check the active script and make sure that the
OutboundControl variable has been set to an
outbound mode. Also, make sure that the script
has executed.
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Appendix A
Troubleshooting
Symptoms and Troubleshooting Actions
Symptom
Possible Cause
Dialer not able to dial
through Avaya
Definity
Solution
•
Dialogic card and
ACD are not
connected
Examine the physical connection between the
Dialogic card and the ACD to make sure it is
connected.
•
Dialogic software
was not configured
correctly
Run the Dialogic Configuration Manager (DCM)
by selecting Program Files > Dialogic System
Software, and make sure the card(s) are properly
detected and that the service has been started for
each card. (A green icon indicates the service has
been started for the card.)
On a DCM running on a system with a single
Analog card, the red icon indicates the Dialogic
service has not been started on this card. Start the
card by pressing the green LED circle while the
card is selected.
Note
Sometimes the Dialogic service will not
start after making modifications. Reboot
the machine to restart it.
For T1 cards, check the LEDs on the back of each
card:
•
Green LED indicates that the signal is present
from the external source (ACD).
•
Yellow LED indicates a loss of frame.
•
Red LED indicates a loss of clock.
For Analog cards, make sure the complete
installation procedure was followed as specified in
the Outbound Option Setup and Configuration
Guide for Cisco ICM/IPCC Enterprise & IPCC
Hosted Editions.
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Appendix A
Troubleshooting
Symptoms and Troubleshooting Actions
Symptom
Possible Cause
Solution
Customer calls are
transferred to agents,
but are not answered
automatically by the
dialer. Agents see the
reservation call get
dropped and an
additional call ringing
on their phone.
This issue might be
caused by a specific
central office ISDN trunk
configuration.
Set the Dialer registry entry
AnswerTransferUsingAgentPhone = 1 and repeat
the test.
Dialer receives
Begin_Call timeout
before completing
customer call
•
The system is not set
up to monitor the
Dialogic ports in PG
Explorer
•
The ACD is taking a
long time to inform
the Outbound Option
Dialer that the call
has begun
View the Outbound Option Dialer log with full
tracing applied and a message similar to the
following displays:
17:53:21 dialer-baDialer Trace: (PDD) Timer
received before begin call for port: 2,
state: WAIT_FOR_BEGIN
which indicates a Begin_Call timeout.
The range of Dialogic ports must be monitored in
PG Explorer. Refer to the Outbound Option Setup
and Configuration Guide for Cisco ICM/IPCC
Enterprise & IPCC Hosted Editions for
instructions.
Try increasing the TimeToCTIBeginCall
Outbound Option Dialer registry setting (default is
7 seconds).
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Appendix A
Troubleshooting
Symptoms and Troubleshooting Actions
Symptom
Possible Cause
Solution
Outbound Option
Dialer does not make
any customer calls
even though records
are available in the
database. If tracing is
turned on, it looks
like records are
received by the
Outbound Option
Dialer and sent back
immediately because
of a time validation
check.
Outbound Option Dialer
and Campaign Manager
computers are not
synchronized
The Outbound Option Dialer and Campaign
Manager computers must have their clocks
synchronized. If the time on both computers is not
the same, it is possible that records sent to the
Outbound Option Dialer will not be in a valid
dialing range even though these records are in a
valid dialing range on the Campaign Manager
computer.
Agents are not being
reserved and do not
receive reservation
calls
Dialed number extension
is not configured in ICM
software
Configure the dialed number in the ICM
Configuration Manager with the correct extension.
(The extension is the number that must be dialed
to get into the agent’s queue.)
Refer to the Outbound Option Setup and
Configuration Guide for Cisco ICM/IPCC
Enterprise & IPCC Hosted Editions for detailed
instructions on how to configure the dialed
number.
Region objects are not
Dialer is unable to
reserve an agent with configured correctly in
Cisco CallManager
a G.729 phone
(Outbound Option for
IPCC Enterprise
Enterprise only)
Configure the region objects in Cisco
CallManager to transcode G.711 and G.729
regions.
Refer to the Cisco CallManager documentation for
detailed instructions on how to configure the
region objects.
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Appendix A
Troubleshooting
Symptoms and Troubleshooting Actions
Symptom
Possible Cause
Campaign Manager is
not providing
customer records for
a campaign
Solution
Examine the Campaign Manager EMS log to
determine if the expected query rule is active. As
each query rule changes state, a Trace message
• Campaign has run out
dumps to the log along with the reason the query
of records
rule changed state (for example, time, penetration
• Campaign, Query
achieved, etc.).
Rule, or Import Rule
Examine the Campaign Manager EMS log to
definitions are not
determine if the campaign has run out of records.
enabled
As the Outbound Option Dialer requests records
• Skill groups are not
from the Campaign Manager, it logs successful or
included in campaign unsuccessful attempts.
•
Expected query rule
is inactive
•
Global dialing time
does not allow
campaign to run
•
•
Home or business
dialing time is not set
correctly
Make sure that ALL of the following are enabled:
•
The desired campaign
•
The Query Rule definition
•
The Import Rule definition to which the query
rule applies
These can all be verified within the Outbound
Query Rule time is
not currently in range Option Configuration Components. The
Campaign, Import Rule, and Query Rule
definition tabs must all be enabled by clicking the
Enable checkbox in the definition tabs for each
component.
Make sure that the skill groups which the
Outbound Option Dialer is requesting are included
in the campaign.
Provide administrative privilege in the AW
AW user cannot
AW user does not have
create or update query administrative privilege in database to all AW users who create or modify
rules
the AW database to create query rules.
a table
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Appendix A
Troubleshooting
Symptoms and Troubleshooting Actions
Symptom
Possible Cause
Customer records in
the Do-Not-Call list
are being dialed
•
•
Do_Not_Call import
was deleted, which
removed the
Do_Not_Call import
from the database.
Solution
•
Re-import all Do_Not_Call data back into the
system.
-OR•
Restore the Do_Not_Call table from backups.
A Do_Not_Call
import was executed
with the Overwrite
option enabled. This
caused all existing
Do_Not_Call records
to be deleted from the
database.
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Appendix A
Troubleshooting
Symptoms and Troubleshooting Actions
Symptom
Possible Cause
Small skill groups not Percentage of agents
being dialed
reserved in skill groups
are not balanced evenly
Solution
Balance the percentage of agents being reserved in
skill groups. If a skill group is too small as
compared to other large skill groups, the
Outbound Option Dialer might not dial for that
skill group.
For example, consider the following scenario
using three skill groups:
Name
Agents
% of Agents
Outbound Option
Dialer Can Reserve
S1
40
100%
S2
55
100%
S3
5
100%
Assume that the Outbound Option Dialer has 24
ports, which allocates ports to each skill group
according to their strength; therefore, the third
skill group (S3) will only get 5% of the ports (5%
of 24 ports is approximately equal to 1 port). 1 port
is not enough to dial the customer and reserve the
agents, so the Outbound Option Dialer will not
reserve any agents in the S3 skill group.
Therefore, in this type of scenario, the following
can be done:
•
Balance out the skill groups by either putting
more agents in a small skill group or by
lowering the percentages in the large skill
groups.
•
Add more dialers.
•
Add more ports to the existing dialer.
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Appendix A
Troubleshooting
Symptoms and Troubleshooting Actions
Symptom
Possible Cause
Personal callbacks are
not taking place
Solution
Personal callbacks are • Check the personal callback registry settings.
globally disabled in
Note
See Chapter 3, “Outbound Option
the Outbound Option
Configuration Components Overview,”
registry
for instructions on how to configure
personal callbacks.
• Personal callbacks are
disabled for a
• Enable the personal callback campaign
particular campaign
setting.
• No records in the
Note
See Chapter 3, “Outbound Option
Personal_Callback_
Configuration Components Overview,”
List
for instructions on how to enable the
personal callback campaign setting.
•
Personal callbacks are Release of ICM software
not taking place
does not include personal
callback feature
Make sure ICM software Release 4.6 Service Pack
1 is installed (personal callbacks are not supported
prior to this release).
Start the Outbound Option Dialer and Campaign
Personal callbacks are Outbound Option Dialer
Manager using Node Manager.
not taking place
and Campaign Manager
are not running and are not
communicating with each
other
Personal callbacks are Personal callback setting
not taking place
is not compatible with
agent setup
Check the personal callback setting:
•
If it is not set to 1, the agent that is scheduled
to make the personal callback must be logged
in.
•
If the entry is set to 1 and the agent that is
scheduled to make the personal callback is not
logged in, agents must be logged in, available,
and accessible through the VDN assigned to
the callback record.
Personal callbacks are Personal callback time
Make sure the personal callback time setting,
not taking place
setting is not large enough CallbackTimeLimit, is set to allow enough time to
make the personal callback. For example, if this
entry is set to 1, this only allows a one-minute
window for making the personal callback.
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Appendix A
Troubleshooting
Symptoms and Troubleshooting Actions
Symptom
Possible Cause
Solution
Personal callbacks are Date for personal callback Make sure that the personal callback is set for a
not taking place
is not a valid dialing day valid dialing day. Personal callbacks scheduled for
Saturday and Sunday must be enabled by setting
the PersonalCallbackSaturdayAllowed and
PersonalCallbackSundayAllowed registry
settings, respectively.
Direct Agent Calling
When personal
option on DEFINITY
callbacks are
scheduled, the second switch is set to No
call appearance on the
Agent Phone lights
up, but is not
answered
Customer is called
multiple times in a
short time span if the
customer does not
pick up
The
PersonalCallbackTimeTo
RetryNoAnswer setting
might be smaller than the
CallbackTimeLimit
setting in the Outbound
Option registry
Set the Direct Agent Calling option to Yes for
personal callbacks to work, as Outbound Option
reserves agents directly by dialing agent IDs for
personal callbacks.
Refer to the Outbound Option Setup and
Configuration Guide for Cisco ICM/IPCC
Enterprise & IPCC Hosted Editions for
information about setting the Direct Agent Calling
option.
Increase the
PersonalCallbackTimeToRetryNoAnswer setting
to make fewer customer calls within the time
range specified in the CallbackTimeLimit setting.
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Appendix A
Troubleshooting
Symptoms and Troubleshooting Actions
Symptom
Possible Cause
Solution
Outbound Option
Dialer stops dialing
personal callback
records after cycling
The Campaign Manager
waits two minutes before
reselecting a personal
callback dialer when the
active dialer (dialing the
personal callback)
disconnects
The Outbound Option Dialer starts dialing
personal callback records again after two minutes.
Active personal
callback records are
lost if the Outbound
Option Dialer is
cycled (remain
pending in the
database, but are not
being dialed)
Callback time setting is
too small
The Campaign Manager waits for two minutes
before reselecting a personal callback dialer, so if
the callback time setting is too small (only a
couple of minutes) the record could be lost in the
following scenario:
Record scheduled for 10:01:00 AM and
CallbackTimeLimit = 2 minutes (approximate)
1.
Campaign Manager sends the record to
Outbound Option Dialer at 10:02:00 AM
2.
Outbound Option Dialer disconnects at
10:03:00 AM
3.
Campaign Manager resets the record to P with
CallResult = 0
4.
Outbound Option Dialer reconnects at
10:04:00 AM
The Campaign Manager will not reselect this
dialer until 2 minutes have passed or 10:05:00
AM. When the Outbound Option Dialer is
reselected it will ask the Campaign Manager for
records, but since the CallbackTime setting is only
2 minutes, the above record will not be picked.
The personal callback records, which are missed,
are rescheduled nightly to be dialed during the
next business day.
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Appendix A
Troubleshooting
Frequently Asked Questions (FAQs)
Frequently Asked Questions (FAQs)
•
What is the default value of the OutboundControl variable? The default value
is “INBOUND,” meaning that all skill groups are set to inbound mode and
Outbound Option does not place any outbound calls for that skill group.
What happens to the previous setting (for example, PREVIEW_ONLY), if the
relative SET node is removed from the administrative script? If the
administrative script is changed and the SET node is removed, the value is the
same as it was the last time the script was executed. However, if the Central
Controller is restarted, the value resets to INBOUND.
•
How can I dedicate a particular agent to only perform outbound activity?
There are two ways to accomplish this task:
– Log the agent out of the inbound skill group and into an outbound skill
group, which is part of a current campaign.
– Change the OutboundControl variable in a particular skill group from
INBOUND to one of the outbound modes (i.e., PREDICTIVE_ONLY,
PREVIEW_ONLY, etc.). Make sure the inbound routing script also
recognizes the current value of the skill group’s OutboundControl
variable.
•
What happens if an agent does not accept or refuse a contact during a certain
time period while in Preview mode? There is no timeout period implemented
for this situation. The Outbound Option Dialer continues to wait for the agent
to respond; however, a timeout can be implemented in the agent’s desktop, if
desired.
•
When agents are reserved by Outbound Option, do they stay reserved until
there is a successful live call? When is the reservation call dropped and what
is the agent state after the reservation call is dropped? In Predictive and
Progressive mode, agents that are reserved remain reserved until there is a
successful live call. They are not immediately released if a live call is not
available. On campaign completion (that is, if the dialing list for the
campaign runs out of records), agents who remain reserved are released. The
same action occurs if the skill group mode is switched to “Inbound.”
In Predictive or Progressive mode, agents are released when the following
conditions occur:
– A successful live call was transferred to the agent (the reservation call
will be dropped).
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Appendix A
Troubleshooting
Frequently Asked Questions (FAQs)
– There are no more records in the contact_list for the campaign that the
agent is working on.
– The agent’s skill group mode changes from Predictive/Progressive mode
to Inbound mode.
Once the reservation call is dropped, the agent might go into wrap-up mode
(after call work), if the agent is a manualIN agent. (The Outbound Option
Dialer does not automatically set the agent to ready mode.)
In Preview mode, each preview call is associated with the agent who accepted
the call. In this mode, agents are released when the following conditions
occur:
– The agent rejected the preview call (if the agent decides to skip the call,
that agent remains reserved).
– A successful live call was transferred to the agent (the reservation call
will be dropped).
– The contact number was busy, was not answered, or an answering
machine was detected and answering machine detection was enabled.
– The outbound call could not be successfully transferred to the agent (this
might be due to any failure on the switch or to an ICM software problem).
Once the reservation call is dropped, the agent might go into wrap-up mode
(after call work), if the agent is a manualIN agent. (The Outbound Option
Dialer does not automatically set the agent to ready mode.)
As soon as an agent goes into the ready state, that agent might receive another
call if there are more records.
•
How can a personal callback call be identified in the Termination_Call_Detail
table? Every personal callback record has the string Callback in the CED
column.
•
Can global campaigns be configured with dedicated specific dialers that dial
specific records? It is not possible to set up this kind of campaign; however,
you can create a set of campaigns for each site with each query rule built on
the basis of an area code or some other location-identifying information.
•
Setting up Device pools. When creating a dialer port template using the BAT
tool, be careful when selecting the Device pool. Make sure the correct region
is set to ensure it will work across different audio codecs.
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Appendix A
Troubleshooting
Frequently Asked Questions (FAQs)
•
Setting up extension numbers for Dialer ports. When selecting extension
numbers for Dialer ports, be sure to check the following places to make sure
existing numbers are not being used: phone numbers in CCM and dial
numbers in the Device Target Explorer tool.
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Appendix A
Troubleshooting
Frequently Asked Questions (FAQs)
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A P P E N D I X
B
Using Database Triggers with
Outbound Option
Outbound Option stores the contact records to be dialed in a SQL Server database.
Using a standard database application, like SQL Server, makes it easier for third
parties and users to integrate their systems and applications with Outbound
Option.
This appendix describes how SQL Server database triggers can be used to perform
application-specific processing when the Outbound Option Campaign Manager
closes or updates the status of any contact record in the database.
Dialing_List and Personal_Callback_List
Outbound Option stores records in the following tables:
•
Contact records are stored in the Dialing_List table.
•
Personal callback records are stored in Personal_Callback_List table.
These tables are located in the Outbound Option private database (<customer
inst>_baA). In both tables, the following two columns identify the state of a
contact record.
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Appendix B
Using Database Triggers with Outbound Option
Sample Triggers
Table B-1
Contact Record State Identifier Columns
Column Name
Type
Size
Description
CallStatus
CHAR
1 byte
Indicates the state of the record; for
example, if this value is 'P,' the contact
record is PENDING (to be called). If the
value is 'C', the record has been closed.
For complete description of all CallStatus
values and their meanings, see “Frequently
Asked Questions (FAQs)” in Appendix A,
“Troubleshooting.”
CallResult
SMALLINT
2 bytes
Indicates the result of the call as returned to
the Outbound Option Campaign Manager
by the Outbound Option Dialer, whether the
Outbound Option Dialer received VOICE or
BUSY or NO ANSWER when the contact
number was dialed.
For complete description of all CallResult
values and their meanings, see “Frequently
Asked Questions (FAQs)” in Appendix A,
“Troubleshooting.”
Whenever the Outbound Option Campaign Manager updates a record in the
Dialing_List or Personal_Callback_List, the CallStatus and CallResult fields are
always updated. Therefore, it is easy to create SQL Server Database triggers to
watch these fields.
Sample Triggers
There are endless possibilities as to which application-specific objectives can be
accomplished using triggers on the Outbound Option database tables. The
following sections demonstrate some sample scenarios where triggers could be
useful.
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Appendix B
Using Database Triggers with Outbound Option
Sample Triggers
Inserting a Row into an External Database
The following sample trigger inserts a row in the sample CRM_Table table (in the
CRM_DB database) whenever the Outbound Option Campaign Manager updates
a contact record in the Dialing_List.
CREATE TRIGGER insert_crm_data ON Dialing_List
FOR UPDATE AS
/* Proceed only if EXACTLY ONE Record is updated */
IF (SELECT COUNT(*) FROM INSERTED) = 1
BEGIN
INSERT CRM_DB..CRM_Table
SELECT
inserted.AccountNumber,
GETDATE (),
inserted.CallStatus
FROM inserted
END
Note
Apart from updating contact records when the contacts are called, the Outbound
Option Campaign Manager also performs some bulk updates, which in general are
filtered out by the trigger. See the “Recommended Practices” section for more
information.
Updating Contact Information in an External Database
The following trigger updates a record in the sample CRM_Table table (in the
CRM_DB database) by matching the account number of the contact. For example,
if the Outbound Option Campaign Manager updated the record in the Dialing_List
with Account Number="1A2B3C4", the record in the CRM_Table, which has a
matching account number, will also be simultaneously updated.
CREATE TRIGGER updt_customer_by_acctnum ON Dialing_List FOR UPDATE AS
/* Proceed only if EXACTLY ONE Record is updated */
IF (SELECT COUNT(*) FROM INSERTED) = 1
BEGIN
DECLARE @CS CHAR(1)
DECLARE @ACCTNUM VARCHAR(25)
SELECT
@CS=inserted.CallStatus,
@ACCTNUM = inserted.AccountNumber
FROM inserted
UPDATE Northwind..CRM_Table
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Appendix B
Using Database Triggers with Outbound Option
Sample Triggers
SET Status = @CS
WHERE Northwind..CRM_Table.AccountNumber = @ACCTNUM
END
Deleting a Row from an External Database
The following trigger deletes a record from the sample CRM_Table table (in the
CRM_DB database) by matching the account number of the contact, if that
contact record has been closed in the Dialing_List. For example, if the Outbound
Option Campaign Manager closes the record in the Dialing_List with Account
Number="1A2B3C4", the record in CRM_Table, which has a matching account
number, will be deleted.
CREATE TRIGGER del_customer_by_acctnum ON Dialing_List FOR UPDATE AS
/* Proceed only if EXACTLY ONE Record is updated */
IF (SELECT COUNT (*) FROM INSERTED) = 1
BEGIN
DECLARE @CS CHAR(1)
DECLARE @ACCTNUM VARCHAR(25)
SELECT
@CS=inserted.CallStatus,
@ACCTNUM = inserted.AccountNumber
FROM inserted
IF @CS = 'C'
BEGIN
DELETE Northwind..CRM_Table
WHERE Northwind..CRM_Table.AccountNumber = @ACCTNUM
END
END
Running an External Executable from a Trigger
The following trigger runs the program "C:\MYAPP.EXE" and passes the
"AccountNumber" and "CallStatus" of the updated record as command line
arguments to MYAPP.EXE, whenever Outbound Option Campaign Manager
updates the status of exactly one record.
CREATE TRIGGER run_executable ON Dialing_List FOR UPDATE AS
/* Proceed only if EXACTLY ONE Record is updated */
IF (SELECT COUNT(*) FROM INSERTED) = 1
BEGIN
DECLARE @CMD VARCHAR(100)
SELECT
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Appendix B
Using Database Triggers with Outbound Option
Performance Considerations
@CMD = 'C:\MYAPP.EXE '+inserted.AccountNumber+' '+ inserted.CallStatus
FROM inserted
EXEC master..xp_cmdshell @CMD
END
Note
Note that, in the above example, instead of calling the Stored Procedure
xp_cmdshell to start an executable, the trigger can also EXEC any other stored
procedure as well.
Performance Considerations
•
SQL Server Triggers are executed synchronously. That means, if there is an
update trigger on a table, an update command on that table will not return
until the trigger execution is finished. If the triggers are not optimally
designed, the Outbound Option database updates will be slowed, and/or
Outbound Option Campaign Manager might encounter ODBC timeouts while
it is executing SQL statements to update the tables. As a rule, a trigger does
the minimum possible processing and is optimized for execution speed.
•
The result of the trigger execution may impact the result of original SQL
operation. For example, lets say an update trigger is defined on Dialing_List.
If the update trigger fails, the update operation on Dialing_List may also fail.
Hence, the record in question could be left in the Dialing_List with incorrect
CallStatus.
•
If a trigger is nested, the SQL operation does not complete until all nested
triggers are run, and failure of any trigger may fail the original SQL
operation.
•
If a trigger executes an external application or another stored procedure, the
trigger execution is not complete until the external application or stored
procedure is finished.
•
Do not use cursors in triggers because of the potentially negative impact on
performance.
•
The triggers must not perform CPU or memory intensive tasks.
•
All the triggers must be well tested and stressed before deployment.
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Appendix B
Using Database Triggers with Outbound Option
Recommended Practices
Recommended Practices
•
Always check that only ONE record is updated before proceeding. This will
prevent the trigger from acting on bulk updates done by Campaign Manager.
Examples of bulk updates (which in general are filtered out by the trigger)
are: changing CallStatus of record from 'A' (ACTIVE) to 'U' (UNKNOWN)
when a Dialer having ACTIVE record disconnect from Campaign Manager,
or Campaign Manager periodically updating records in 'U' CallStatus to 'P'
(PENDING). However, when a contact record is updated as a result of a call,
the records are always updated one at a time. So, the check to see if
EXACTLY one record got updated safeguards against unwanted trigger
actions most of the time. (Except for the case when a bulk operation results
in just one row being updated)
•
Check for CallStatus value before proceeding. For example, when Campaign
Manager sends a record to the Outbound Option Dialer, Campaign Manager
sets the CallStatus to 'A' (ACTIVE). So, a trigger can check for CallStatus,
and if Updated CallStatus is 'A', not proceed any further.
•
To optimize performance during Outbound Option database updates, do not
perform time and resource intensive operations in the trigger. An application
specific table can be created in another database to serve as a queue to speed
up trigger execution. The trigger can be used to insert or update or delete data
in that application specific table, and another application can poll that table
for changes and perform further tasks as needed.
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A P P E N D I X
C
CTI OS Outbound Option ECC Variable
Settings
This appendix contains a sample .REG file, which creates the appropriate
Outbound Option ECC registry entries for CTI OS.
Note
This registry file must be run on the CTI OS server.
REGEDIT4
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance]
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns]
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number]
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\1]
"Type"="CallID"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\2]
"Type"="CallStatus"
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Appendix C
CTI OS Outbound Option ECC Variable Settings
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\3]
"Type"="DNIS"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\4]
"Type"="ANI"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\5]
"Type"="CED"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\6]
"Type"="DialedNumber"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\7]
"Type"="CallType"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\8]
"Type"="WrapUp"
"maxchars"="39"
"editable"="true"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\9]
"Type"="ECC"
"Name"="BAResponse"
"Header"="BAResponse"
"Maxchars"="24"
"ReadOnly"="false"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\10]
"Type"="ECC"
"Name"="BAStatus"
"Header"="BAStatus"
"Maxchars"="3"
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Appendix C
CTI OS Outbound Option ECC Variable Settings
"ReadOnly"="true"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\11]
"Type"="ECC"
"Name"="BAAccountNumber"
"Header"="BAAccountNumber"
"Maxchars"="33"
"ReadOnly"="true"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\12]
"Type"="ECC"
"Name"="BATimeZone"
"Header"="BATimeZone"
"Maxchars"="7"
"ReadOnly"="true"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\13]
"Type"="ECC"
"Name"="BACampaign"
"Header"="BACampaign"
"Maxchars"="33"
"ReadOnly"="true"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\14]
"Type"="ECC"
"Name"="BADialedListID"
"Header"="BADialedListID"
"Maxchars"="33"
"ReadOnly"="false"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\15]
"Type"="QueryRuleID"
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems\CTIOS\EnterpriseDesktopSettings\All
Desktops\Grid\CallAppearance\Columns\Number\16]
"Type"="CampaignID"
"Maxchars"="39"
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Appendix C
CTI OS Outbound Option ECC Variable Settings
"editable"="false"
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A P P E N D I X
D
Termination_Call_Detail Table
This appendix provides a summary of new peripheral call types that identify the
dialing mode of reservation and customer calls, and describes the
PeripheralCallType and CallDisposition column values used in the
Termination_Call_Detail table. It also provides the CED column values for
Outbound Option reservation or personal callback calls.
•
Table D-1 provides a summary of peripheral call types that identify which
dialing modes reservation and customer calls were placed. Note that these
call types are new for Release 7.0(0). By default, when a new IP dialer is
installed it will use the new call types; however, if a dialer is upgraded it will
use the old call types (Releases 6.0(0) and earlier). The behavior can be
modified by using the EnableCalltypes Dialer registry setting. (Refer to the
Refer to the Outbound Option Setup and Configuration Guide for Cisco
ICM/IPCC Enterprise & IPCC Hosted Editions for detailed information
about the EnableCalltypes registry setting.)
Note
The new peripheral call types must be enabled; otherwise, the old call
types are used. All reports are still based on the old peripheral call
types; the new types simply map into the old types for reporting
purposes (see Table D-2).
•
Table D-2 maps the new peripheral call types to the old peripheral call types.
•
Table D-3 provides PeripheralCallType and CallDisposition column values
used in the Termination_Call_Detail table.
•
Table D-4 provides the CED column values for Outbound Option reservation
or personal callback calls.
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Appendix D
Termination_Call_Detail Table
The “TCD Column Descriptions” section describes the records that are generated
when the Outbound Option Dialer makes agent reservation calls and customer
calls.
The “Transfer to IVR TCD Records” section describes the TCD records that are
generated during transfer to IVR calls.
Table D-1
Summary of New Peripheral Call Types (Release 7.0(0) only) that Identify the Dialing Mode
of Reservation and Customer Calls
Peripheral Call Type
Description
CALLTYPE_OO_RESERVATION_PREVIEW
(27) Agent reservation call in
preview mode
CALLTYPE_OO_RESERVATION_PREVIEWDIRECT
(28) Agent reservation call in direct
preview mode
CALLTYPE_OO_RESERVATION_PREDICTIVE
(29) Agent reservation call in
predictive mode
CALLTYPE_OO_RESERVATION_CALLBACK
(30) Agent reservation call in regular
callback mode
CALLTYPE_OO_RESERVATION_PERSONALCALLBACK
31) Agent reservation call in personal
callback mode
CALLTYPE_OO_CUSTOMER_PREVIEW
(32) Customer call in preview mode
CALLTYPE_OO_CUSTOMER_PREVIEWDIRECT
(33) Customer call in direct preview
mode
CALLTYPE_OO_CUSTOMER_PREDICTIVE
(34) Customer call in predictive
mode
CALLTYPE_OO_CUSTOMER_CALLBACK
(35) Customer call in regular
callback mode
CALLTYPE_OO_CUSTOMER_PERSONALCALLBACK
(36) Customer call in personal
callback mode
CALLTYPE_OO_CUSTOMER_IVR
(37) Customer call in IVR mode
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Appendix D
Table D-2
Termination_Call_Detail Table
Mapping of New (Release 7.0(0) only) Peripheral Call Types to the Old (Releases 6.0(0) and
earlier) Peripheral Call Types
Peripheral Call Type
Description
CALLTYPE_RESERVATION
CALLTYPE_OO_RESERVATION_PREVIEW = 27
CALLTYPE_OO_RESERVATION_PREVIEWDIRECT = 28
CALLTYPE_OO_RESERVATION_PREDICTIVE = 29
CALLTYPE_OO_RESERVATION_CALLBACK = 30
CALLTYPE_OO_RESERVATION_PERSONALCALLBACK = 31
CALLTYPE_AUTO_OUT
CALLTYPE_OO_CUSTOMER_PREDICTIVE = 34
CALLTYPE_OO_CUSTOMER_IVR = 37
CALLTYPE_PREVIEW
CALLTYPE_OO_CUSTOMER_PREVIEW = 32
CALLTYPE_OO_CUSTOMER_CALLBACK = 35
CALLTYPE_OO_CUSTOMER_PREVIEWDIRECT = 33
CALLTYPE_OO_CUSTOMER_PERSONALCALLBACK = 36
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Appendix D
Table D-3
Termination_Call_Detail Table
PeripheralCallType and CallDisposition Column Values Used in Termination_Call_Detail
Table
If PeripheralCallType is:
Then CallDisposition values can be interpreted as Outbound
Option Result Codes:
7: Auto Out - Outbound Option
Predictive/Progressive customer call
01. ABAND_NETWORK - Customer phone number not in
service
17: Preview - Outbound Option
Preview/Callback customer call
02. ABAND_LOCAL_QUEUE - An outbound call was
abandoned either by the customer or dialer
18: Reserve - Outbound Option
Reservation call
08. BUSY - Outbound call resulted in a busy signal
19. RING_NO_ANSWER - Outbound call was not answered
in the allotted time
20. INTERCEPT_REORDER - Dialer did not receive a ring
back from the ACD on network
21. INTERCEPT_DENIAL - Customer call was intercepted
by the operator
22. TIME_OUT - Dialer unable to detect dial tone
23. VOICE_ENERGY - Outbound call was answered by a
person
Note
On IPCC Enterprise, this result might also represent
a call answered by an answering machine.
24. NONCLASSIFIED_ENERGY_DETECT - Outbound
call reached a FAX machine
26. UABORT - Outbound call was disconnected before
customer answered
33. ANSWERING_MACHINE - Outbound call was
answered by answering machine
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Appendix D
Termination_Call_Detail Table
TCD Column Descriptions
Table D-4
CED Column Values
CED Column Value
Description
"Callback"
Personal callback customer call
"ICM_BA_Reservation_Call"
Reservation call
TCD Column Descriptions
The following types of records will be generated when the Outbound Option
Dialer makes agent reservation calls and customer calls.
Reservation Calls
Reservation calls generate two TCD records and one RCD record:
•
IPCC reservation call (TCD) as described in Table D-5.
•
MR PIM reservation entry “not a real call” (TCD) as described in Table D-6.
•
MR PIM route request (RCD) as described in Table D-7.
Note
Table D-5
This record is a route request sent from the Dialer via the MR PIM.
IPCC Reservation Call (TCD)
Column Name
Description
PeripheralCallType
18 (Reserve)
CallDisposition
6 (agent abandon)
DialedNumber
Number dialed to run routing script
CED
ICM_BA_Reservation_Call
DNIS
Agent phone number (also InstrumentPortNumber)
HoldTime
Most of reserve time is kept under this bucket
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Appendix D
Termination_Call_Detail Table
TCD Column Descriptions
Table D-5
IPCC Reservation Call (TCD) (continued)
Column Name
Description
TalkTime
Prior to reservation call being placed on hold the talking bucket
is incremented
Duration
Total reservation time
AgentPeripheralNumber
Agent Login ID
PeripheralCallKey
Unique peripheral call ID
ANI
Customer phone number (only available for Preview reservation
calls)
RouterCallKeyDay/RouterCallKey
Maps reservation call to MR reservation request and associates
it with route_call_detail record
Table D-6
MR PIM Reservation Entry “Not a Real Call” (TCD)
Column Name
Description
PeripheralID
MR PIM Peripheral ID (not CallManager Peripheral ID)
PeripheralCallType
1 (ACD IN; all MR calls are this type)
CallDisposition
14 (call handled by Dialer)
RouterCallKeyDay/RouterCallKey
Maps MR reservation request to actual reservation call and
associates it with MR reservation route_call_detail record
Table D-7
MR PIM Route Request (RCD - route_call_detail)
Column Name
Description
RouterCallKeyDay/RouterCallKey
Maps MR reservation route to actual reservation call and
associates it with MR reservation route_call_detail record
RequestType
6 (Post-Routing)
RoutingClientID
MR PIM used by Dialer
ScriptID
Script used to service agent reservation request
RouterErrorCode
0 (no error)
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Appendix D
Termination_Call_Detail Table
TCD Column Descriptions
Table D-7
MR PIM Route Request (RCD - route_call_detail) (continued)
Column Name
Description
Label
Agent phone extension
DialedNumberString
Dialed number used to choose script
Customer Calls
Customer calls generate up to two TCD records:
Table D-8
•
Initial customer call transferred to agent (TCD) as described in Table D-8.
•
Customer speaking with agent (TCD) as described in Table D-9.
Initial Customer Call Transferred to Agent (TCD)
Column Name
Description
PeripheralCallType
17 (preview) or 7 (auto-out: progressive, predictive)
DigitsDialed
Customer phone number
CallDisposition
29 (announced transfer, call was transferred to agent)
Duration
Number of seconds agent was reserved for an outbound call
including amount of time it took to reserve the agent
HoldTime
Number of seconds agent was reserved
ICRCallKey
Unique key for TCD record
ICRCallKeyChild
Call key identifying the transferred customer call
PeripheralCallKey
Unique peripheral call ID (same as transferred call)
ANI
Customer phone number
Table D-9
Customer Speaking with Agent (TCD)
Column Name
Description
AgentSkillTargetID
ICM agent ID
SkillGroupSkillTargetID
ICM skill group ID
PeripheralCallType
17 (preview) or 7 (auto-out: progressive, predictive)
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Appendix D
Termination_Call_Detail Table
Transfer to IVR TCD Records
Table D-9
Customer Speaking with Agent (TCD) (continued)
Column Name
Description
DigitsDialed
Agent phone extension
CallDisposition
13 (disconnect/drop handled, call was handled by agent)
Duration
Total customer handle time (including talk and wrap-up)
TalkTime
Agent talk time
ICRCallKey
Unique key for TCD record
ICRCallKeyParent
Call key identifying the original customer call prior to the
transfer
PeripheralCallKey
Unique peripheral call ID (same as original customer call
prior to transfer)
ANI
Customer phone number
Transfer to IVR TCD Records
Transfer to IVR calls generate up to three TCD records:
Note
•
Initial customer call on CallManager PIM transferred to route point as
described in Table D-10.
•
Initial customer call on CallManager PIM redirected to IVR as described in
Table D-11.
•
IVR playing message on VRU PIM to a customer as described in Table D-12.
•
If the call is not answered, only one TCD record will be generated.
•
If the Dialer transfers a customer to an IVR while the IVR is experiencing
technical difficulties, the record will close in the Dialing_List table, with a
CallResult of 10 (Voice) or 16 (Abandon). However, in the
t_Termination_Call_Detail table the CallDisposition will be 7 (Short) or 10
(Disconnect/drop no answer) for the second CM PIM TCD record. The first
CallManager PIM TCD record will have a value of 23 (Voice Energy). The
CallDisposition for the VRU PIM TCD record will be 27 (Failed Software).
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Appendix D
Termination_Call_Detail Table
Transfer to IVR TCD Records
Table D-10 Initial Customer Call on CallManager PIM Transferred to Route Point
Column Name
Description
PeripheralCallType
17 (preview) or 7 (auto-out: progressive, predictive)
DigitsDialed
Customer phone number
CallDisposition
29 (announced transfer, call was transferred to route point)
Duration
Number of seconds it took the Dialer to dial the customer
phone number and have the customer pick up the phone
ICRCallKey
Unique key for TCD record
ICRCallKeyChild
Call key identifying the transferred customer call
PeripheralCallKey
Unique peripheral call ID (same as transferred call)
ANI
Customer phone number
Table D-11 Transferred Customer Call on CallManager PIM Redirected to IVR
Column Name
Description
PeripheralCallType
17 (preview) or 7 (auto-out: progressive, predictive)
DigitsDialed
Customer phone number
CallDisposition
15 (redirect)
Duration
Number of seconds it took the Dialer to redirect the call
ICRCallKey
Unique key for TCD record
ICRCallKeyParent
Call key identifying the initial customer call
PeripheralCallKey
Unique peripheral call ID (same as transferred call)
ANI
Customer phone number
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Appendix D
Termination_Call_Detail Table
Transfer to IVR TCD Records
Table D-12 IVR Playing a Message on VRU PIM to a Customer
Column Name
Description
PeripheralCallType
1 (ACD in, call comes into IVR)
DigitsDialed
Digits dialed to reach the route point, which executes the
translation route
CallDisposition
13 (disconnect/drop handled, call was handled by IVR) or 6
(abandon; customer hangs up the phone before the IVR
message ends)
LocalQTime
Total customer handle time at the IVR
ICRCallKey
Unique key for TCD record
PeripheralCallKey
Unique peripheral call ID (same as original customer call
prior to transfer)
ANI
Customer phone number
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A P P E N D I X
E
Dialing_List Table
This appendix provides information about the Dialing_List table.
Dialing_List Table Columns
In Releases 6.0(0) and earlier, Outbound Option had a single Dialing_List table,
which held data for every campaign and query rule active in the system (see
Table E-2). Starting with Release 7.0(0), there is a separate Dialing_List table for
every Campaign and Query Rule combination. The naming convention for each
table is “DL_CCCC_QQQQ,” where “CCCC” is the database ID of the campaign
and “QQQQ” is the database ID for the query rule. Table E-1 displays this table’s
column names and their description. Table E-2 displays the Dialing_List columns
for Releases 6.(0) and earlier.
Table E-1
Dialing_List Table Columns for Release 7.0(0)
Autoincrement value - unique for
each Campaign Query Rule table
Dialing List ID
Type
Phone01
VARCHAR(20)
Phone number imported into
Phone01 standard column.
PhoneExt01
VARCHAR(8)
Phone number extension
imported into PhoneExt01
standard column.
Phone02
VARCHAR(20)
Phone number imported into
Phone02 standard column.
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Appendix E
Dialing_List Table
Dialing_List Table Columns
Table E-1
Dialing_List Table Columns for Release 7.0(0) (continued)
Autoincrement value - unique for
each Campaign Query Rule table
Dialing List ID
Type
PhoneExt02
VARCHAR(8)
Phone number extension
imported into PhoneExt02
standard column.
Phone03
VARCHAR(20)
Phone number imported into
Phone03 standard column.
PhoneExt03
VARCHAR(8)
Phone number extension
imported into PhoneExt03
standard column.
Phone04
VARCHAR(20)
Phone number imported into
Phone04 standard column.
PhoneExt04
VARCHAR(8)
Phone number extension
imported into PhoneExt04
standard column.
Phone05
VARCHAR(20)
Phone number imported into
Phone05 standard column.
PhoneExt05
VARCHAR(8)
Phone number extension
imported into PhoneExt05
standard column.
Phone06
VARCHAR(20)
Phone number imported into
Phone06 standard column.
PhoneExt06
VARCHAR(8)
Phone number extension
imported into PhoneExt06
standard column.
Phone07
VARCHAR(20)
Phone number imported into
Phone07 standard column.
PhoneExt07
VARCHAR(8)
Phone number extension
imported into PhoneExt07
standard column.
Phone08
VARCHAR(20)
Phone number imported into
Phone08 standard column.
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Appendix E
Dialing_List Table
Dialing_List Table Columns
Table E-1
Dialing_List Table Columns for Release 7.0(0) (continued)
Autoincrement value - unique for
each Campaign Query Rule table
Dialing List ID
Type
PhoneExt08
VARCHAR(8)
Phone number extension
imported into PhoneExt08
standard column.
Phone09
VARCHAR(20)
Phone number imported into
Phone09 standard column.
PhoneExt09
VARCHAR(8)
Phone number extension
imported into PhoneExt09
standard column.
Phone10
VARCHAR(20)
Phone number imported into
Phone10 standard column.
PhoneExt10
VARCHAR(8)
Phone number extension
imported into PhoneExt10
standard column.
CallbackNumber
VARCHAR(20)
Phone number to be used for a
regular callback - can be
supplied by the agent.
CallResult
SMALLINT
The call result from the last call
placed for this record (see Call
Result definitions).
CallResult01
SMALLINT
The call result from the last time
Phone01 was called (see Call
Result definitions).
CallResult02
SMALLINT
The call result from the last time
Phone02 was called (see Call
Result definitions).
CallResult03
SMALLINT
The call result from the last time
Phone03 was called (see Call
Result definitions).
CallResult04
SMALLINT
The call result from the last time
Phone04 was called (see Call
Result definitions).
Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
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Appendix E
Dialing_List Table
Dialing_List Table Columns
Table E-1
Dialing_List Table Columns for Release 7.0(0) (continued)
Autoincrement value - unique for
each Campaign Query Rule table
Dialing List ID
Type
CallResult05
SMALLINT
The call result from the last time
Phone05 was called (see Call
Result definitions).
CallResult06
SMALLINT
The call result from the last time
Phone06 was called (see Call
Result definitions).
CallResult07
SMALLINT
The call result from the last time
Phone07 was called (see Call
Result definitions).
CallResult08
SMALLINT
The call result from the last time
Phone08 was called (see Call
Result definitions).
CallResult09
SMALLINT
The call result from the last time
Phone09 was called (see Call
Result definitions).
CallResult10
SMALLINT
The call result from the last time
Phone10 was called (see Call
Result definitions).
LastZoneDialed
SMALLINT
The last zone that was dialed (0
indicates zone1, 1 indicates
zone2).
LastNumberDialedZone1 SMALLINT
The last number dialed in zone1
(1 for phone01, 2 for phone02,
etc.).
LastNumberDialedZone2 SMALLINT
The last number dialed in zone2
(1 for phone01, 2 for phone02,
etc.).
CallsMadeToZone1
SMALLINT
The number of calls made to
numbers in zone 1.
CallsMadeToZone2
SMALLINT
The number of calls made to
numbers in zone 2.
Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
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Appendix E
Dialing_List Table
Dialing_List Table Columns
Table E-1
Dialing_List Table Columns for Release 7.0(0) (continued)
Dialing List ID
Autoincrement value - unique for
each Campaign Query Rule table
Type
CallbackDateTimeZone1 DATE/TIME
The date/time when the next call
to this zone will occur.
CallbackDateTimeZone2 DATE/TIME
The number of calls made to
numbers in zone 2.
CallbackDateTime01
through
CallbackDateTime010
DATE/TIME
The date/time when the next call
to this phone number will occur.
GMTPhone01 through
GMTPhone10
SMALLINT
The timezone where this phone
number is located.
DSTPhone01 through
DSTPhone10
SMALLINT
Is DST observed at this phone
number (boolean).
CallStatusZone1 and
CallStatusZone2
CHAR(1)
The call status (pending, retry,
callback, etc.) for this zone.
AccountNumber
VARCHAR(25)
Customer’s account number.
LastName
VARCHAR(50)
Customer’s last name.
FirstName
VARCHAR(50)
Customer’s first name.
ImportRuleDate
DATE/TIME
The date/time when the record
was imported.
Table E-2
Dialing_List Table Columns for Releases 6.0(0) and Earlier
Column Name
Type
Description
DialingListID
INT
Cross-references a record that has
been moved from the contact_list to
this table.
CampaignID
INT
ICM identifier for this campaign.
GMTZone
SMALLINT
GMT of the customer number for the
home phone number.
GMTZoneWork
SMALLINT
GMT of the customer number for the
work phone number.
Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
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Appendix E
Dialing_List Table
Dialing_List Table Columns
Table E-2
Dialing_List Table Columns for Releases 6.0(0) and Earlier
Column Name
Type
Description
AccountNumber
VARCHAR
Customer account number
(maximum characters = 25).
PhoneHome
VARCHAR
Home phone number of the customer
(maximum characters = 20).
PhoneWork
VARCHAR
Work phone number of the customer
(maximum characters = 20).
PhoneWorkExt
VARCHAR
Work phone number extension of the
customer (maximum characters = 8).
QueryRuleID
INT
ICM identifier for this query rule.
RedialLocationMode
CHAR
Range to dial back to the customer at
home or work.
Note
CallbackDateTime
DATETIME
Time to attempt customer callback is
normalized to the logger GMT zone;
for example, if the Campaign
Manager is in Boston and the
customer is in California and wished
to be contacted at 3:00 PM, the time
in this column would be 6:00 PM.
Note
CallStatus
CHAR
This column is only used by
“callback” calls. “Retry”
calls do not use
RedialLocationMode.
The GMTZone column for
this customer must be set to
16..
Current status of the callback record,
such as 'P' for pending or 'C' for
closed.
Note
New records must be set to
‘P.’
Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
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Appendix E
Dialing_List Table
Dialing_List Table CallStatus Values
Table E-2
Dialing_List Table Columns for Releases 6.0(0) and Earlier
Column Name
Type
Description
CallResult
SMALLINT
Telephony call result (busy, no
answer, etc.) or agent reservation
attempt result (Agent Rejected Call,
Unable to reserve, etc.).
CallsMadeHome
INT
Number of calls made to the home
phone number of the customer.
CallsMadeWork
INT
Number of calls made to the work
phone number of the customer.
LastName
VARCHAR
Last name of the customer
(maximum characters = 21).
FirstName
VARCHAR
First name of the customer
(maximum characters = 10).
Dialing_List Table CallStatus Values
Table E-3
Dialing_List CallStatus Values for Release 7.0(0)
Value
Description
A
Active: Stored in CallStatusZoneX (1 or 2). A zone is set to
active when it has been sent to a dialer for dialing.
B
Callback: Stored in CallStatusZone1 and CallStatusZone2 field
when a regular callback (non personal callback) has been
scheduled. The Callback time itself is stored in both the
CallbackDateTimeZone1 and CallbackDateTimeZone2
columns since the callback overrides the inividual zones.
C
Closed: Record has been closed for that particular zone, so the
record will not be retried again for that zone (zone1 or zone2).
M
Max Calls: Stored in both CallStatusZone1 and
CallStatusZone2. A record is set to “M” when it has dialed the
maximum times as specified in the campaign and will not be
retried again. Both zones are set to "M" to indicate no further
calling in either zone.
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Appendix E
Dialing_List Table
Dialing_List Table CallStatus Values
Table E-3
Dialing_List CallStatus Values for Release 7.0(0) (continued)
Value
Description
P
Pending: Stored in CallStatusZoneX (1 or 2). This is the initial
state of a record before any dialing has taken place. The record
remains in the pending state for a particular zone until all of the
numbers specified for that zone are dialed. A pending contact
which has already dialed at least one dialer from its sequence
will have at least one CallBackDateTimeXX column filled in
with a retry time.
R
Retry: Stored in CallStatusZoneX (1 or 2) for the zone where
the Retry is scheduled. The retry time itself is stored in the
CallbackDateTimeZoneX (1 or 2) as well as in the individual
number column CallbackDateTimeXX, where XX is the number
to be retried (01 - 10). Call can be retried for a variety of
reasons including receiving a busy or no answer result, etc.
S
Personal callback: Stored in both CallStatusZone1 and
CallStatusZone2. A record is set to “S” when it has been
scheduled for a personal callback. Both zones are set to “S” to
indicate that it has been moved to the personal callback list.
U
Unknown: Stored in CallStatusZone1 and CallStatusZone2. A
record is set to Unknown if its status was “A” when the
Campaign Manager started. If the Campaign Manager shuts
down when a record is at a dialer, it no longer knows its status
when it restarts; therefore, it will remain in “U” state until the
record is returned to it.
Table E-4
Dialing_List CallStatus Values for Releases 6.0(0) and Earlier
Value
Description
A
The record is sent (active) to the Outbound Option Dialer for
dialing.
B
In contact_list only, indicates that the record is marked for a
callback.
C
The record is closed.
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Appendix E
Dialing_List Table
Dialing_List Table CallStatus Values
Table E-4
Dialing_List CallStatus Values for Releases 6.0(0) and Earlier
Value
Description
J
The agent is rejected, meaning the agent has closed out the
record using either the Skip-Close or Reject-Close buttons.
L
The dialed number is unallocated.
M
Maximum attempts have been reached for this record
(considered closed).
N
The Outbound Option Dialer did not receive a dial tone when it
tried to dial the number.
O
An operator intercepted the call.
P
The call is pending.
R
The Outbound Option Dialer will retry the call.
S
The record is scheduled for personal callback (the
Personal_Callback_List contains this record, which will be
contacted at the specified time).
U
The call status is unknown. Calls are placed in the Unknown
state if the Campaign Manager was stopped while the Outbound
Option Dialer was dialing the number or if the Outbound
Option Dialer dialing the number disconnects from the
Campaign Manager (due to network or Outbound Option Dialer
failure).
Note
X
Note
Any records listed with the CallStatus “Unknown” are
reset to P (Pending) by the Campaign Manager when
the Campaign Manager starts and periodically
thereafter, as determined by the Campaign Manager
registry setting “UnknownCallStatusResetTime.”
In Personal_Callback_List only, indicates that the agent was
not available at the time of the personal callback.
CallStatus/CallResult values in the Dialing_List table depend upon
results returned by the Dialogic cards. If the Dialogic card does not return
a particular result code, some status values might never display in the
database.
Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
E-9
Appendix E
Dialing_List Table
CallResult Field
CallResult Field
The CallResult field indicates the result of the call as returned to the Campaign
Manager from the Outbound Option Dialer. The following tables summarize:
•
Table E-5 summarizes the CallResult values for Release 7.0(0) for the
Dialing_List table.
•
Table E-6 summarizes the CallResult and CallStatus values for Releases
6.0(0) and earlier for the Dialing_List table.
Table E-5
CallResult Values for Release 7.0(0) for the Dialing_List Table
Call Result Definition
Description
eCR_DIAL_ERROR
2: Error condition while dialing
eCR_NOT_IN_SERVICE
3: Number reported not in service by
network
eCR_NO_RINGBACK
4: No ringback from network when dial
attempted
eCR_OPERATOR_INTERCEPT
5: Operator intercept returned from
network when dial attempted
eCR_NO_DIALTONE
6: No dial tone when dialer port went
off hook
eCR_NUMBER_NOT_ALLOCATED 7: Number reported as invalid by the
network
eCR_NO_ANSWER
8: Customer phone did not answer
eCR_BUSY
9: Customer phone was busy
eCR_VOICE
10: Customer answered and was
connected to agent
eCR_FAX
11: Fax machine detected
eCR_ANSWERING_MACHINE
12: Answering machine detected
eCR_STOPPED
13: Dialer stopped dialing customer
due to lack of agents or network
stopped dialing before it was complete
eCR_CALLBACK_VOICE
14: Customer requested regular
callback
Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
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Appendix E
Dialing_List Table
CallResult Field
Table E-5
CallResult Values for Release 7.0(0) for the Dialing_List Table
Call Result Definition
Description
eCR_CALLBACK_MACHINE
15: Not currently used
eCR_ABANDON
16: Call was abandoned by the dialer
due to lack of agents
eCR_AGENT_REJECTED
18: Agent has skipped or rejected a
preview call
eCR_AGENT_REJECTED_CLOSE
19: Agent has skipped or rejected a
preview call with the close option
eCR_AGENT_ABANDONED_IVR
20: Customer has been abandoned to an
IVR
eCR_CUSTOMER_ABANDONED
21: Customer dropped call within
configured abandoned time
eCR_NETWORK_ANS_MACHINE
22: Mostly used with TDM switches network answering machine, such as a
network voicemail
eCR_WRONG_NUMBER
23: Number successfully contacted but
wrong number
eCR_CUSTOMER_NOT_HOME
24: Number successfully contacted but
reached the wrong person
eCR_DIALER_FLUSH
25: Dialer has flushed this record due to
a change in the skillgroup, the
campaign, etc.
eCR_DO_NOT_CALL
26: The number was on the do not call
list
Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
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Appendix E
Dialing_List Table
CallResult Field
Table E-6
CallResult Values for Releases 6.0(0) and Earlier for the Dialing_List Table
Call Result Returned By the Outbound Option
Dialer
•
2: Customer not contacted (Outbound Option
Dialer error: This result code is also used
when records need to be returned from a dialer
to the Campaign Manager because they can
not be dialed at this time. For example, when
a skill group mode is changed from a
Predictive mode to Inbound only, all records
for that skill group are sent back to the
Campaign Manager with this result code since
they can not be dialed in an Inbound mode.)
•
4: Customer not contacted (no ring-back)
•
6: Customer not contacted (no dial-tone)
•
8: Customer not contacted (no answer)
•
12: Answering machine was detected
•
13: Customer not contacted (stopped by the
Outbound Option Dialer due to some error
condition: This result code can also mean that
a dialer call was terminated by the network
before a result code could be returned.)
•
17: Failed to reserve agent for personal
callback
•
22: Reached a network voice mail or
answering machine
CallStatus Value as Updated By the Campaign
Manager in the Dialing_List table
R - Retry
The customer record is rescheduled according to
the rules for retrying no-answer.
M - If the maximum attempts as specified in the
campaign settings have been made for this
customer record.
Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
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Appendix E
Dialing_List Table
CallResult Field
Table E-6
CallResult Values for Releases 6.0(0) and Earlier for the Dialing_List Table (continued)
Call Result Returned By the Outbound Option
Dialer
CallStatus Value as Updated By the Campaign
Manager in the Dialing_List table
•
9: Customer not contacted (busy)
R - Retry
•
16: Customer not contacted (the customer was
contacted, but the call was abandoned by the
Outbound Option Dialer, most probably due
to a transfer error)
The customer record is rescheduled according to
the rules for retrying no-answer.
M - If the maximum attempts as specified in the
campaign settings have been made for this
customer record.
•
18: Agent rejected the customer record
•
20: Call abandoned to an IVR message
•
21: Customer dropped call within configured
abandoned time
•
14: Callback (the customer was contacted and B - Reschedule the callback for the time specified
by the agent.
requested another callback)
•
15: Callback (answering machine was
detected and the agent scheduled another
personal callback)
S - If personal callbacks are enabled on the
system, the customer record is copied to the
Personal_Callback_List table and is attempted
from there.
•
10: Voice detected (customer contacted)
C - Closed
•
19: When the agent presses either the
J - Reject
Reject-Close or Skip-Close button the record
closes in the database
•
5: Operator intercepted the call
O - Operator (this record will never be called
again)
•
7: Number not allocated
L - Number not allocated (this record will never be
called again)
M - If the maximum attempts as specified in the
campaign settings have been made for this
customer record.
Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
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Appendix E
Dialing_List Table
CallResult Field
Table E-6
CallResult Values for Releases 6.0(0) and Earlier for the Dialing_List Table (continued)
Call Result Returned By the Outbound Option
Dialer
•
11: Fax detected
CallStatus Value as Updated By the Campaign
Manager in the Dialing_List table
R - Retry
The customer record is rescheduled according to
the rules for retrying no-answer.
M - If the maximum attempts as specified in the
campaign settings have been made for this
customer record.
•
3: Phone not in service
I - Invalid (this record will never be called again)
The following table summarizes the CallResult values for the
Personal_Callback_List table.
Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
E-14
Appendix E
Dialing_List Table
CallResult Field
Call Result Returned By the Outbound Option Dialer
CallStatus Value as Updated By the Campaign Manager
in the Personal_Callback_List table
•
2: Customer not contacted (Outbound Option
P - Pending: The personal callback will be rescheduled
Dialer error: This result code is also used when
for the same time the next business day. The attempts
records need to be returned from a dialer to the
count (MaxAttempts) will not be decremented.
Campaign Manager because they can not be dialed
at this time. For example, when a skill group mode
is changed from a Predictive mode to Inbound only,
all records for that skill group are sent back to the
Campaign Manager with this result code since they
can not be dialed in an Inbound mode.)
•
4: Customer not contacted (no ring-back)
•
6: Customer not contacted (no dial-tone)
•
13: Customer not contacted (stopped by the
Outbound Option Dialer due to some error
condition: This result code can also mean that a
dialer call was terminated by the network before a
result code could be returned.)
18: Customer not contacted (Outbound Option Dialer
was unable to reserve the agent at the time of the
callback)
•
P - Pending, if the Reschedule callback mode
setting in the Outbound Option Campaign
Configuration Component is set to Reschedule the
personal callback to the same time the next
business day
•
X - Closed, Agent Unavailable
The Campaign Manager either reschedules or closes the
record, as per the Reschedule callback mode setting.
If the Reschedule callback mode setting in the
Outbound Option Campaign Configuration Component
is set to the reschedule setting, the personal callback is
rescheduled for the same time the next business day. The
attempts count (MaxAttempts) will not be decremented;
otherwise, the personal callback record will be
abandoned.
•
•
14: Callback (the customer was contacted and
requested another callback)
P - Pending
Reschedule the callback for the time specified by the
15: Callback (answering machine was detected and agent, and reset the MaxAttempts value (to the default
the agent scheduled another personal callback)
value specified by the
PersonalCallbackMaxAttemptsDefaultregistry setting)
Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
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Appendix E
Dialing_List Table
CallResult Field
Call Result Returned By the Outbound Option Dialer
CallStatus Value as Updated By the Campaign Manager
in the Personal_Callback_List table
•
3: Phone not in service
•
C - Closed (for CallResult = 10, 12, or 17)
•
5: Operator intercepted the call
•
F - Fax (for CallResult = 11)
•
7: Number not allocated
•
I - Invalid (for CallResult = 3)
•
10: Voice detected (customer contacted)
•
O - Operator (for CallResult = 5)
•
11: Fax detected
•
L - Number not allocated (for CallResult = 7)
•
12: Answering machine
•
17: Agent rejected the callback
The Campaign Manager will close the record and set the
appropriate CallStatus and CallResult (as shown above)
•
8: Customer not contacted (no answer)
P - Pending
•
9: Customer not contacted (busy)
•
16: Customer not contacted (the customer was
contacted, but the call was abandoned by the
Outbound Option Dialer, most probably due to a
transfer error)
M - If the maximum attempts are reached, the Campaign
Manager reschedules the personal callback for the same
time the next business day, and decrements the
MaxAttempts value
R - Retry
Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
E-16
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 User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(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 User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(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 User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(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 User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
GL-4
Glossary
L
Component of the ICM Central Controller that controls the central database.
Logger
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 User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(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 User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
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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 User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
GL-7
Glossary
Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
GL-8
INDEX
BA Dialer 1-16
A
enabling WebView reporting 7-4
Abandoned and retry call settings
description 1-13
Agent-based campaign, creating 5-22
Agent reporting 7-4
Agent re-skilling description 1-11
Agtskg06 report 7-5
overflow agents 1-16
process flow 2-9
standby and recovery model 2-10
BA Import 1-16
Base skill groups 5-26
Blended mode 1-5
Agtskg10 report 7-5
Agtskg11 report 7-5
Agtskg12 report 7-5
AlarmTracker Client, using EMS alarms A-1
Algorithm parameters, predictive 6-3
Answering machine detection
configuring for Outbound Option on the
Avaya DEFINITY A-12
C
CallDisposition values D-4
Call flow, transfer to IVR 3-30
Call progress analysis (CPA)
about 3-15
description 1-9
Dialer registry settings 3-21
for Outbound Option on the Avaya
DEFINITY, about A-11
setting up 3-20
Call routing, outbound 2-1
setting up 3-20
Call targets, setting up 5-20
Architecture, outbound call routing 2-1
Area codes, using 3-7
Campaign
associating skill groups 5-22
component 3-9
creating 5-19
B
creating agent-based 5-22
BA Desktop 1-17
Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.0(0)
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Index
prefix digits, configuring for dialed
numbers 1-13
reporting 7-5
specifying query rules 5-24
Campaign Manager 1-15
EMS log example A-7
object A-2
Configuring voice gateway 3-16
Contact list 2-3
Contact record states B-2
CTI Object Server (CTI OS) 4-1
Custom reporting templates, creating 7-1
CVP/ISN, configuring with the dynamic
routing client 3-39
Procmon tool commands A-16
troubleshooting A-29
Campqryrule01 report, using transfer to IVR
feature 3-39
Campqryrule10 report, using transfer to IVR
feature 3-39
Camqry01 report 7-6, 7-9
Camqry03 report 7-6
Camqry04 report 7-6
Camqry05 report 7-6
Camqry06 report 7-6
Camqry10 report 7-6, 7-9
Camqry11 report 7-6
CED column values D-5
Central Controller 1-3
Cisco Agent Desktop (CAD)
Cisco Agent Desktop 4-3
Cisco Desktop Administrator 4-4
Cisco Supervisor Desktop 4-3
overview of components 4-2
Configuration Components
description 3-3
window layout 3-3
D
Database triggers
performance considerations B-5
recommended practices B-6
samples
deleting a row from an external
database B-4
inserting a row into an external
database B-3
running an external executable from a
trigger B-4
updating contact information in an external
database B-3
DCS 4-2
Dedicated mode 1-5
Desktop button performance 4-8
Desktop Control Server 4-2
Dialed numbers
configuring campaign prefix digits 1-13
using with skill groups 5-26
Dialer
component 3-6
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Index
general configuration 5-6
Dumprt command A-16
port map configuration 5-8
Dumptalk command A-14
Procmon tool commands A-14
Dynamic routing client
reporting 7-7
configuring CVP/ISN with 3-39
Softphone registration 5-11
description 1-12
Dialer01 report 7-7
Dialer10 report 7-7
Dialerport01 report 7-7
Dialing_List table
CallResults E-10
E
ECC variables 4-4
CallStatus values E-7
ECC variables support in Siebel 7.5.3 and 7.7
description 1-14
columns E-1
EMS alarms
Dialing list 2-3
reported by Campaign Manager A-3
Dialogic card
reported byOutbound Option Dialer A-5
troubleshooting A-19
reported by Outbound Option Import A-4, A-5
types 5-2
troubleshooting A-3
Dialogic Global Call test application A-3, A-7
EMS logs A-7
Dial peers
Enabling the Direct Preview mode 6-7
relationship with call legs 3-17
using in dial plan setup on H.323
gateways 3-17
Direct Preview mode
about 1-6
enabling 6-7
Disabling silence suppression
on CallManager and MGCP gateways 3-20
on H.323 gateways 3-19
Do-Not-Call list 2-5
Dumpalloc command A-14
G
Gateways
disabling silence suppression on
CallManager and MGCP 3-20
disabling silence suppression on H.323 3-19
using dial peers in dial plan setup on
H.323 3-17
General System Time Options, specifying 5-12
GeoDCS 4-2
Dumpconf command A-14
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Index
Dedicated 1-5
I
ICM software
overview 1-2
starting 2-11
ICM software, topology diagram 5-3
N
Navigating the BA Configuration
Components 3-2
Import object A-2
Import Rule
O
component 3-7
configuring 5-13
OutboundControl variable 6-8
reporting 7-7
Outbound dialing modes 6-1
Imprule01 report 7-8
Outbound Option
Imprule10 report 7-8
abandoned and retry call settings 1-13
InfoMaker 7-1
agent re-skilling feature 1-11
IPCC Hosted support description 1-14
answering machine detection feature 1-9
area codes 3-7
component relationships 2-1
L
configuration 5-2
List box 3-4
Configuration Components 5-5
Lists
Configuration Components, overview 3-1
contact 2-3
configuring a personal callback 3-10
dialing 2-3
configuring call progress analysis
feature 3-20
Do-Not-Call 2-5
personal callback 2-6
configuring CVP/ISN with the dynamic
routing client 3-39
configuring transfer to IVR feature 3-32
dialing modes 1-6, 1-7
M
dynamic routing client feature 1-12
Modes
ECC variables 4-4
Blended 1-5
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Index
ECC variables support in Siebel 7.5.3 and
7.7 1-14
record types generated for reservation
calls D-5
EMS alarms A-1
title bar indicators A-13
EMS logs A-7
troubleshooting A-19
enabling personal callback feature 3-9
list box 3-4
navigating the Configuration
Components 3-2
Outbound Option Import, EMS log
example A-9
Outbound Option object A-2
Outbound Option transfer to IVR
prerequisites when using CVP/ISN
Comprehensive Model 3-27
on IPCC 1-4
overview 1-1
prerequisites when using IP IVR 3-25
personal callback feature 1-8
personal callback sample scenario 5-26
process flow for BA Dialer 2-9
OutboundPercent variable 6-13
Overflow agents 1-16
reporting features 1-7
scheduling a personal callback 3-13
P
Select filter data box 3-4
sequential dialing feature 1-11
Peripheral call types
server processes 1-15
mapping of new and old D-3
skill group balancing and rebalancing 1-12
Release 7.0(0) D-2
starting 2-12
PeripheralCallType values D-4
support on IPCC Hosted 1-14
Perskg11 report 7-8
tabbed properties area 3-5
Perskg12 report 7-8
transfer to IVR feature 1-10
Personal callback
troubleshooting A-1
configuring 3-10
user interface 3-5
description 1-8
Outbound Option Dialer
enabling 3-9
collection object A-3
list 2-6
EMS log example A-10
sample scenario 5-26
record types generated for customer calls D-7
scheduling 3-13
Port device, creating 5-11
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Index
Port map, configuring 5-8
R
Predictive
algorithm parameters 6-3
Records
customer calls D-7
dialing 6-1
Region_Prefix table 3-8
mode 1-7
Region table 3-8
Preview
dialing 6-1
Reporting
agent 7-4
mode 1-6
Preview mode
BA Dialer 7-7
Direct 6-7
campaign 7-5
Import Rule 7-7
Procmon tool A-14
commands, Campaign Manager A-16
skill group 7-8
commands, Dialer A-14
transfer to IVR 7-9
dumpalloc command A-15
Routing script
dumpconf command A-14
creating 3-33
dumprt command A-16
translation routes to CVP/ISN VRU 3-33
dumptalk command A-14
translation routes to IP IVR VRU 3-34
Progressive mode 1-7
S
Q
Select filter data box 3-4
Query Rule Configuration Component 3-8
Sequential dialing description 1-11
Query rules
Servers 5-1
creating 5-17
Silence suppression
specifying for campaign 5-24
about 3-16
specifying time range 5-24
using dial peers on H.323 gateways 3-17
Query rules and campaigns, logical
relationship 2-2
Skill group balancing and rebalancing
description 1-12
Skill groups
associating with campaign 5-22
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Index
base 5-26
configuring 5-26
reporting 7-8
subskill 5-26
troubleshooting A-31
Softphone registration for Dialer 5-11
transferred customer call on CallManager
PIM redirected to IVR D-9
Templates
agent activity 7-5
campaign dialing times 7-6
campaign query rules by half-hour 7-6, 7-9
campaign query rules by half-hour using
transfer to IVR feature 3-39
Starting
ICM software 2-11
Outbound Option 2-12
Subskill groups 5-26
Sybase InfoMaker 7-1
Symptoms and troubleshooting actions A-18
System Options component 3-6
campaign records status 7-6
campaign records status by half-hour 7-6
current status of all campaign records 7-6
dialer activity by port 7-7
dialer detection by half-hour 7-7
dialer detection status 7-7
Outbound Option counts 7-8
predictive calls by skill group 7-5
T
preview calls by skill group 7-5
Tabbed properties area 3-5
TCD columns D-5
TCD records
query rule dialing times 7-6
query rules within a campaign 7-6, 7-9
customer speaking with agent D-7
query rules within a campaign using transfer
to IVR feature 3-39
initial customer call on CallManager PIM
transferred to route point D-9
real-time table of query rules within a
campaign 7-6
initial customer call transferred to agent D-7
records imported 7-8
IPCC reservation calls D-5
records imported by time range 7-8
IVR playing a message on VRU PIM to a
customer D-10
reservation calls by skill group 7-5
MR PIM reservation entry "not a real
call" D-6
MR PIM route request D-6
skill groups and associated Outbound Option
status 7-8
Termination call detail values D-4
Time zones 3-8
Transfer to IVR
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Index
about 3-29
V
call flow 3-30
description 1-10
prerequisites when using CVP/ISN
Comprehensive Model 3-27
prerequisites when using IP IVR 3-25
reporting 7-9
setting up 3-31
TCD records D-8
Translation routes
Voice gateway configuration
requirements 3-16
W
WebView
creating custom templates using Sybase
InfoMaker 7-1
sample routing script to CVP/ISN VRU 3-33
enabling reporting on the BA Dialer 7-4
sample routing script to IP IVR VRU 3-34
using 7-2
Troubleshooting
Campaign Manager A-29
Dialogic Global Call test application A-3, A-7
Dialogic problems A-19
EMS alarms A-3
Outbound Option A-1
Outbound Option Dialer A-19
Outbound Option Dialer status A-13, A-15,
A-16
symptoms and actions A-18
U
Using BA Configuration Components 3-2
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