Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions

Transcription

1 Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions ICM/IPCC Enterprise & IPCC Hosted Editions Release 7.2(1) May 2007 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB s public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCVP, the Cisco Logo, and the Cisco Square Bridge logo are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn is a service mark of Cisco Systems, Inc.; and Access Registrar, Aironet, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iphone, IP/TV, iq Expertise, the iq logo, iq Net Readiness Scorecard, iquick Study, LightStream, Linksys, MeetingPlace, MGX, Networking Academy, Network Registrar, Packet, PIX, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, StackWise, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0704R) Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental. Outbound Option Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions 2007 Cisco Systems, Inc. All rights reserved.

3 CONTENTS About This Guide v Purpose v Audience v Organization vi Conventions 1-vii Other Publications vii Obtaining Documentation vii Cisco.com vii Product Documentation DVD viii Ordering Documentation viii Documentation Feedback viii Cisco Product Security Overview viii Reporting Security Problems in Cisco Products Product Alerts and Field Notices ix Obtaining Technical Assistance x Cisco Support Website x Submitting a Service Request xi Definitions of Service Request Severity xi Obtaining Additional Publications and Information ix xi CHAPTER 1 Introduction 1-1 ICM Software Overview 1-1 Features 1-2 About Cisco Internet Protocol Contact Center (IPCC Enterprise) Compatible Dialer 1-3 About Campaign Management 1-3 About ICM Software Management of Skill Groups 1-3 Dedicated and Blended Dialing Modes 1-4 About Outbound Option Dialing Modes 1-4 Preview Mode 1-4 Predictive Mode 1-5 Progressive Mode 1-5 About Outbound Option Activity Reports 1-5 About Callbacks 1-5 Regular Callbacks 1-6 i

4 Contents About Personal Callback 1-6 About Call Progress Analysis (CPA) 1-7 About Transfer to IVR 1-8 About Sequential Dialing 1-8 About Cisco IP Contact Center Agent Re-skilling 1-8 About Dynamic Routing Client 1-8 About Abandoned and Retry Call Settings 1-9 About Campaign Prefix Digits for Dialed Numbers 1-9 About Outbound Option Support on IPCC Hosted 1-10 About Outbound ECC Variables Support in Siebel and Outbound Option Components 1-10 About Campaign Manager 1-11 About Outbound Option Import 1-11 About Outbound Option Dialer 1-11 Overflow Agents 1-12 About Outbound Option Configuration Components 1-12 Outbound Option Desktop 1-12 CHAPTER 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC 2-1 Prerequisites 2-1 Hardware Requirements for IPCC Enterprise 2-2 Software Requirements for IPCC Enterprise 2-2 Upgrade Instructions 2-2 Deployment Guidelines 2-3 IPCC Enterprise Configuration Setup 2-3 Required Components for Outbound Option on IPCC Enterprise 2-3 Enabling the CallManager Call Waiting Option on Outbound Agent Phones 2-5 Configuring Auto-Answer 2-5 Disabling Ringback During Transfer to Agent 2-6 Required Voice Gateway Configuration 2-7 Configuring General System Time Options 2-7 Controlling the Calling Search Space in Call Manager 2-7 Creating a Private Outbound Option Database 2-8 Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise 2-9 Where to Go Next 2-28 Installing/Configuring Outbound Option on System IPCC 2-28 Dialer General Configuration 2-35 Dialer Port Map Configuration 2-36 ii

5 Contents Dialer Softphone Registration 2-36 Estimating Database Size 2-37 CHAPTER 3 Outbound Option System Setup on Avaya DEFINITY ACD 3-1 Dialogic Software Configuration 3-1 Installing the Required Dialogic Software 3-1 Configuring the Dialogic System Software 3-3 Prerequisites 3-10 Hardware Requirements for Avaya DEFINITY 3-10 Dialogic Card Requirements 3-10 ACD Requirements 3-10 Software Requirements for Avaya DEFINITY 3-14 Upgrade Instructions 3-14 Deployment Guidelines 3-15 Avaya DEFINITY Configuration Setup 3-15 Required Components for Outbound Option on Avaya DEFINITY 3-15 Configuring General System Time Options 3-18 Installing Outbound Option 3-19 Creating a Private Outbound Option Database 3-21 Estimating Database Size 3-21 CHAPTER 4 Verifying the Installation 4-1 Verifying Critical Configuration Steps 4-1 Verifying the ACD/CallManager Connectivity 4-1 Verifying the Dialer Port Map Configuration 4-4 Verifying the VDN / Script Selector Configuration 4-5 Verifying Reservation Call Answering 4-5 Verifying Call Events 4-6 Verifying Skill Group Monitoring 4-7 Verifying the Database Configuration 4-7 CHAPTER 5 Installing the Cisco CTI Controls 5-1 Outbound Option Integration with CTI OS 5-1 CTI Toolkit Outbound Desktop (Win32) 5-2 Outbound Option Integration with CTI Toolkit (GeoDCS) 5-4 BAResponse Control 5-4 ModeIndicator Control 5-5 iii

6 Contents CHAPTER 6 Setting Up Outbound Option in Cisco Desktop Administrator 6-1 Outbound Option Actions 6-1 Outbound Option Toolbar 6-2 Outbound Option Enterprise Data 6-3 APPENDIX A Registry Settings A-1 Campaign Manager Registry Settings A-1 Dialer Registry Settings A-4 APPENDIX B Long Distance Digit Prefix Logic B-1 G LOSSARY I NDEX iv

7 About This Guide Purpose This manual provides installation and configuration information about the Cisco Intelligent Contact Management (ICM)/IP Contact Center (IPCC) Outbound Option application (formerly called Blended Agent ). It also provides a verification checklist to ensure the Outbound Option installation and configuration setup is successful. For detailed configuration instructions and field descriptions, refer to the online help. The Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions describes a sample call center scenario and provides information about how to use Outbound Option. You must have a copy of the ICM Staging and Installation Guide for Cisco ICM/IPCC Enterprise & Hosted Editions available in addition to this manual in order to successfully complete the Outbound Option installation. See for the complete set of Cisco ICM software manuals. Audience This document is intended for contact center supervisors and contact center technology experts, who will perform the following functions using Outbound Option: Contact center system administrators and supervisors: Create and manage both incoming and outgoing telephone campaigns; train and assign agents to handle either or both incoming and outgoing calls; create scripts for agents to read from their PCs; track agent and campaign performance through ICM reporting Contact center technology experts: Use the current CTI controls and the Outbound Option CTI controls to create the PC desktop user interface that the contact center agents will use v

8 About This Guide Organization The following table describes the information contained in each chapter of this guide. Chapter Chapter 1, Introduction Chapter 2, Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Chapter 3, Outbound Option System Setup on Avaya DEFINITY ACD Chapter 4, Verifying the Installation Chapter 5, Installing the Cisco CTI Controls Chapter 6, Setting Up Outbound Option in Cisco Desktop Administrator Appendix A, Registry Settings Appendix B, Long Distance Digit Prefix Logic Description Provides a conceptual description and lists the major features of Outbound Option. Describes pre-installation procedures and instructions on installing Outbound Option on Cisco IP Contact Center Enterprise and on Cisco System IPCC. Describes pre-installation procedures and instructions on installing Outbound Option on the Avaya DEFINITY ACD. Provides a checklist to verify the installation and configuration setup was successful. Describes the installation process for the CTI Desktop controls. Describes how to configure the Outbound Option toolbar to display in Agent Desktop. Contains information about registry settings for Outbound Option server processes. Provides information about outbound call routing. vi

9 About This Guide Conventions Conventions This manual uses the following conventions: Format Boldface type is used for user entries, keys, buttons, and folder 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. Example Click Logger, then click the Edit button in the Instance Components section. A skill group is a collection of agents who share similar skills. Do not use the numerical naming convention that is used in the predefined templates (for example, persvc01). IF (condition, true-value, false-value) For more information, see the Cisco ICM Software Database Schema Handbook. The Save command from the File menu is referenced as File > Save. 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. This section explains the product documentation resources that Cisco offers. Cisco.com You can access the most current Cisco documentation at this URL: You can access the Cisco website at this URL: You can access international Cisco websites at this URL: vii

10 Conventions About This Guide Product Documentation DVD The Product Documentation DVD is a library of technical product documentation on a portable medium. The DVD enables you to access installation, configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the HTML documentation and some of the PDF files found on the Cisco website at this URL: The Product Documentation DVD is created and released regularly. DVDs are available singly or by subscription. Registered Cisco.com users can order a Product Documentation DVD (product number DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at the Product Documentation Store at this URL: Ordering Documentation You must be a registered Cisco.com user to access Cisco Marketplace. Registered users may order Cisco documentation at the Product Documentation Store at this URL: If you do not have a user ID or password, you can register at this URL: Documentation Feedback You can provide feedback about Cisco technical documentation on the Cisco Support site area by entering your comments in the feedback form available in every online document. Cisco Product Security Overview Cisco provides a free online Security Vulnerability Policy portal at this URL: From this site, you will find information about how to do the following: 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, security notices, and security responses for Cisco products is available at this URL: To see security advisories, security notices, and security responses as they are updated in real time, you can subscribe to the Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed. Information about how to subscribe to the PSIRT RSS feed is found at this URL: viii

11 About This Guide Conventions 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 have identified a vulnerability in a Cisco product, contact PSIRT: For emergencies only 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. For nonemergencies psirt@cisco.com In an emergency, you can also reach PSIRT by telephone: Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product (for example, GnuPG) to encrypt any sensitive information that you send to Cisco. PSIRT can work with information that has been encrypted with PGP versions 2.x through 9.x. Never use a revoked encryption key 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: The link on this page has the current PGP key ID in use. If you do not have or use PGP, contact PSIRT to find other means of encrypting the data before sending any sensitive material. Product Alerts and Field Notices Modifications to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field Notices. You can receive these announcements by using the Product Alert Tool on Cisco.com. This tool enables you to create a profile and choose those products for which you want to receive information. To access the Product Alert Tool, you must be a registered Cisco.com user. Registered users can access the tool at this URL: To register as a Cisco.com user, go to this URL: ix

12 Conventions About This Guide Obtaining Technical Assistance Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Support 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 Support Website The Cisco Support 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: Access to all tools on the Cisco Support 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: Before you submit a request for service online or by phone, use the Cisco Product Identification Tool to locate your product serial number. You can access this tool from the Cisco Support website by clicking the Get Tools & Resources link, clicking the All Tools (A-Z) tab, and then choosing Cisco Product Identification Tool from the alphabetical list. This 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. Tip Displaying and Searching on Cisco.com If you suspect that the browser is not refreshing a web page, force the browser to update the web page by holding down the Ctrl key while pressing F5. To find technical information, narrow your search to look in technical documentation, not the entire Cisco.com website. After using the Search box on the Cisco.com home page, click the Advanced Search link next to the Search box on the resulting page and then click the Technical Support & Documentation radio button. To provide feedback about the Cisco.com website or a particular technical document, click Contacts & Feedback at the top of any Cisco.com web page. x

13 About This Guide Conventions 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: 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: Australia: EMEA: USA: For a complete list of Cisco TAC contacts, go to this URL: 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) An existing 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 operations 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 the network is impaired while 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. The Cisco Online Subscription Center is the website where you can sign up for a variety of Cisco newsletters and other communications. Create a profile and then select the subscriptions that you would like to receive. To visit the Cisco Online Subscription Center, go to this URL: xi

14 Conventions About This Guide The Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief product overviews, key features, sample part numbers, and abbreviated technical specifications for many Cisco products that are sold through channel partners. It is updated twice a year and includes the latest Cisco channel product offerings. To order and find out more about the Cisco Product Quick Reference Guide, go to this URL: Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL: 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: Internet Protocol Journal is a quarterly journal published by Cisco 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: Networking products offered by Cisco, as well as customer support services, can be obtained at this URL: Networking Professionals Connection is an interactive website where networking professionals share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL: What s New in Cisco Documentation is an online publication that provides information about the latest documentation releases for Cisco products. Updated monthly, this online publication is organized by product category to direct you quickly to the documentation for your products. You can view the latest release of What s New in Cisco Documentation at this URL: World-class networking training is available from Cisco. You can view current offerings at this URL: xii

15 CHAPTER 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. 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. For additional information about Cisco Intelligent Contact Management (ICM) software, see the Cisco web site listing ICM documentation: 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. Refer to the ICM Installation Guide for Cisco ICM Enterprise Edition for detailed information about installing ICM and Outbound Option software. 1-1

16 Features Chapter 1 Introduction Before installing ICM software, the computers must have the Microsoft Windows operating system and, for some components, Microsoft SQL Server database management software installed. Also, ensure that there is enough disk space available on each computer to install the ICM component. Refer to the Cisco Intelligent Contact Management Software Release 7.0(0) Bill of Materials (located on the Cisco web site) for details about operating system and software requirements. ICM software consists of the following components: CallRouter. The component of the Central Controller that makes routing decisions. It gathers and distributes data from and to remote sites. Logger. The component of the Central Controller that controls the central database. Admin Workstation. The user interface for ICM software. An Admin Workstation can be located at any central or remote site. It allows users to monitor call handling within the system and make changes to configuration data or routing scripts. Peripheral Gateway. The interface between the ICM platform and third-party hardware in each call center, such as an ACD. A Peripheral Gateway (PG) is typically located at the call center. 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. If you plan to use Cisco Security Agent, which Cisco highly recommends, you must always use the default directories when installing any software on a server. You need not choose the default disk drive if an option is available (for example, C: or D:), but you must use default directories. Features Outbound Option features include: Cisco Internet Protocol Contact Center (IPCC Enterprise) compatible dialer Avaya DEFINITY compatible dialer Predictive, Progressive, and Preview dialing modes Inbound/outbound blending Real-time and historical reports Personal callback Call Progress Analysis (CPA) for answering machine, fax/modem, and answering machine terminating tone detection Transfer to IVR Sequential dialing 1-2

17 Chapter 1 Introduction Features 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 and 7.7 About Cisco Internet Protocol Contact Center (IPCC Enterprise) Compatible Dialer Cisco IP Contact Center can be implemented in a single-site environment or integrated into a multisite contact-center enterprise. Some capabilities of IPCC Enterprise include intelligent call routing, automatic call distribution (ACD) functionality, network-to-desktop computer telephony integration (CTI), interactive voice response (IVR) integration, call queueing, and consolidated reporting. With IPCC Enterprise integration, customer calls are placed using the Cisco Voice Gateway, using the Cisco CallManager for call control. Outbound Option on IPCC Enterprise provides a native multi-site outbound dialing solution. Cisco ICM 7.0(0) is an integrated package consisting of ICM software, Cisco Collaboration Server, Cisco Media Blender, and Cisco 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 Manager applications, refer to the ICM Installation Guide for Cisco ICM Enterprise Edition. Multichannel integration is only available on Outbound Option with IPCC Enterprise, not with Outbound Option on Avaya DEFINITY. Refer to the Cisco IPCC Enterprise documentation at 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. 1-3

18 Features Chapter 1 Introduction Dedicated and Blended Dialing Modes Dedicated mode: Designed for agents who will only make outbound calls. Blended mode: Allows agents to receive inbound calls and make outbound calls without switching between Inbound/Outbound skill groups. (In Blended mode, inbound calls receive precedence over outbound calls.) The skill group mode variable is only a setting and has no impact on how the Router routes calls. If a skill group is set to Dedicated mode, you must also create a corresponding routing script that uses the IF node to enforce the Dedicated mode. In other words, the IF node must state that if the OutboundControl skill group setting is set to Dedicated, inbound calls must not be routed to that skill group. About Outbound Option Dialing Modes Outbound Option provides four outbound dialing modes: Preview, Direct Preview, Predictive, and Progressive. 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 one of the Close buttons indicates a close operation, which closes out the record so it is not dialed again. The CTI softphone can be modified to automatically accept a customer call without enabling any buttons for the agent. If the agent chooses to place the outbound call, Outbound Option dials the customer number and after reaching a live customer, connects it to the agent. After the customer call is finished, the agent is released from the outbound cycle. This allows ICM software to begin routing inbound calls to this agent until the next outbound call cycle starts. Direct Preview Mode This mode allows agents to initiate customer calls from their phone using a CTI make_call request instead of having the Dialer place the call. The advantage to using this mode is that an agent can quickly begin talking with the customer once the call is answered. In fact, since the call is initiated from the agent s phone, the agent hears the phone ring and also hears any other tones, such as a busy signal (similar to what an agent hears if he/she called himself/herself): PREVIEW_DIRECT_ONLY: Agent is only allowed to place outbound calls 1-4

19 Chapter 1 Introduction Features PREVIEW_DIRECT_BLENDED: Agent can receive inbound calls and place outbound calls Predictive Mode Progressive Mode 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 About Call Progress Analysis (CPA) section on page 1-7 for more information about this feature.) This mode is not available when using Outbound Option on the Avaya DEFINITY ACD. 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, also known as power dialing, allows the administrator to specify a fixed number of lines to dial per agent instead of using an outbound dialing algorithm to determine the number of lines. About Outbound Option Activity Reports Outbound Option uses ICM software reporting features provided by the WebView application, including agent, campaign, dialer, and skill groups report templates created especially for Outbound Option customers. For information about creating reports, refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions. Refer to the WebView online help for information about WebView report templates. About Callbacks Depending on the Outbound Option campaign settings, a callback can be scheduled as a personal callback or a regular callback. Regular callbacks can be handled by any agent assigned to the campaign. Personal callbacks allow the customer to receive a callback from the agent they spoke to when they were first contacted. Personal callbacks contain the ID of the agent who will be connected to the customer when the callback is placed. The personal callback feature requires special configuration, as explained starting on the next page. Choosing between regular and personal callback is typically done before the system is running, 1-5

20 Features Chapter 1 Introduction The dialer always searches for regular callbacks even if personal callback is enabled. Regular Callbacks About Personal Callback Regular callbacks can be handled by any agent assigned to the campaign. The callback time is not constrained by the campaign dialing times. CallbackTimeLimit (15 minutes by default and configurable in the registry) determines the time range when the callback can occur. The callback time will be rescheduled for a later time if the Dialer is unable to reach the customer because of a busy signal or ring no answer, for example. The CallbackTime limit may get exceeded when no agents are available. If the CallbackTimeLimit has been exceeded and RescheduleCallback (1 by default and configurable in the registry) is enabled, the record will be returned to the pending state at TimeToResetDailyStats (00:30 by default and configurable in the registry). The Outbound Option personal callback feature allows scheduling customer callbacks for specific agents, so customers receive callbacks from the same agent that spoke with them initially. This dialing mode is very similar to Preview mode in that an agent reservation occurs first. When the agent is reserved they can either accept the customer call or reject it. (The Skip option is not available.) Clicking the Close button sets the BAResponse variable to indicate a close operation, which closes out the record so it is not dialed again. 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. Some personal callback timeout values are specified in the Outbound Option Campaign Manager registry. Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for information about using the personal callback feature. The following actions can take place during a personal callback: If the specified agent is not logged in at the designated callback time, but then logs on within the callback time period, Outbound Option reserves the agent and places the callback. If the specified agent is on an existing call and is unavailable during the entire callback time period, the personal callback fails and the call is rescheduled or abandoned based on the configuration setup. 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. 1-6

21 Chapter 1 Introduction Features 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 Personal callbacks that are scheduled while the agent is in Direct Preview mode do not occur in Personal Callback mode; instead, the callback occurs in regular callback mode (agent will not hear the call ring out). About Call Progress Analysis (CPA) The Call Progress Analysis (CPA) feature, which is available for both Outbound Option on IPCC Enterprise and Outbound Option on the Avaya DEFINITY, consists of three different functions: Answering Machine Detection (AMD) Fax/modem detection Fax detection is always enabled for customer calls. Answering machine terminating tone detection 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). The Outbound Option IP Dialer only operates with the G.711 algorithm for this feature. Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for information about using the CPA feature. Call Progress Analysis (CPA) is not available while using the Direct Preview Only and Direct Preview Blended modes. 1-7

22 Features Chapter 1 Introduction About Transfer to IVR The transfer to IVR feature provides Outbound Option on IPCC Enterprise with another outbound mode. This mode causes the Dialer to transfer every customer call associated with a specific skill group to a service control-based IVR instead of an agent. This feature allows a contact center to run unassisted outbound campaigns using pre-recorded messages in the Cisco IP IVR and Cisco CVP products. The transfer to IVR feature is only supported for Outbound Option on Cisco IP Contact Center (IPCC Enterprise). You can not use this feature in the Direct Preview mode or the regular Preview modes. Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for information about using the transfer to IVR feature. About Sequential Dialing The sequential dialing feature, accessed through the Campaign Call Target tab, allows you to associate up to ten phone numbers per customer record. Two zones are available to allow partitioning calls between two time periods. This feature allows you to enter a phone number into either zone or into both zones at once. Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for information about using the sequential dialing feature. For descriptions of the campaign calling targets configuration fields, see the online help. About Cisco IP Contact Center Agent Re-skilling The Cisco IP Contact Center agent re-skilling feature allows supervisors to login and change the skill groups for agents they manage. You can access this feature using the IPCC Enterprise Agent Re-skilling Tool. This tool is an optional, browser-based application designed for use by IPCC call-center supervisors. It lets you change the skill group designations of agents on your team, and quickly view skill group members and details on individual agents. Changes you make to an agent s skill group membership take place immediately without need for the agent to exit and re-enter the system. If your company has chosen to install this tool, you can perform the functions listed above. The Agent Re-skilling Tool is an optional tool, so this tool might not be available on your system. Refer to the IPCC Enterprise Agent Re-skilling Tool online help for information about using the agent re-skilling feature. About Dynamic Routing Client The dynamic routing client supports Outbound Option for IPCC Hosted Edition where a shared Network VRU is used for providing announcements to targeted phones/answer machines. 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. 1-8

23 Chapter 1 Introduction Features Be aware that this feature requires Outbound Option to be deployed on a distinct CICM instance platform (meaning that Outbound Option can not be shared among customers each needs to have their own dialer, etc.). Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for information about using the dynamic routing client feature. About Abandoned and Retry Call Settings The Campaign Configuration Component contains fields to support abandoned and retry calls. For detailed instructions on how to configure abandoned and retry call settings, see the online help. About Campaign Prefix Digits for Dialed Numbers The Campaign prefix digits field, which is available on the Campaign General tab in the Campaign Configuration Component, allows you to configure prefix digits for dialed numbers in campaigns. If you configure a prefix, it will be inserted before the Dial prefix for all numbers dialed in a campaign. This prefix allows an administrator to create campaign-specific CallManager translation patterns, which you can use to tailor the ANI seen by a customer. For example, all customers dialed from Campaign A will see a caller ID of , while all customers dialed from Campaign B will see a caller ID of 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. 1-9

24 Outbound Option Components Chapter 1 Introduction Figure 1-1 Applying Campaign Prefix Patterns Examples: ImportedNumber <= TestNumberMaxDigits Registry setting? Yes Debug Call Path Dial Imported Number No Area Code match beginning of ImportedNumber? 508 Local Call Path Yes Include Area Code When Dialing? N No Stip Area Code from Imported Number No Yes Prepend "Dial Prefix" Digits Long distance Call Path Prepend "LongDistancePrefix" Prepend "Dial Prefix" Digits Prepend "Campaign Prefix" digits 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 and 7.7 In Siebel 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. 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 1-12 discusses the user interface where configuration data can be entered. This configuration data is used by the Outbound Option server processes to configure campaigns. 1-10

25 Chapter 1 Introduction Outbound Option Components 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 Records for callbacks are sent to the dialer only when agents are logged in, and are controlled by registry values as described in Regular Callbacks, page 1-6. 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. 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: 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 1-11

26 Outbound Option Desktop Chapter 1 Introduction 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 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: System Options Dialer Import Rule Query Rule Campaign Specific instructions on how to use the Outbound Option Configuration Components are not provided in this guide. Refer to the online help for detailed information about how to use these components. Get specific information about the Outbound Option Configuration Components by clicking the Help button in a Outbound Option Configuration Component window or dialog box. Outbound Option Desktop Three desktops are available with Outbound Option: CTI Object Server (CTI OS), the CTI Toolkit (GeoDCS), and the Cisco Agent Desktop (CAD). See Chapter 5, Installing the Cisco CTI Controls, for detailed information about installing the Cisco CTI Toolkit Outbound Desktop (Win32) and the CTI Desktop controls. If you are a CAD user, review Chapter 6, Setting Up Outbound Option in Cisco Desktop Administrator, for detailed information. Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for an overview of the Outbound Option desktops. 1-12

27 CHAPTER 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC This chapter describes the set-up process for Outbound Option on IPCC Enterprise and on System IPCC. It includes: Prerequisites before installing Outbound Option Hardware and software requirements Upgrade instructions Deployment guidelines Instructions on how to install/configure ICM software for Outbound Option Instructions on how to install/configure Outbound Option on System IPCC Instructions on how to estimate and create a private Outbound Option database Refer to the ICM Installation Guide for Cisco ICM Enterprise Edition and the Cisco Intelligent Contact Management Software Release 7.0(0) Bill of Materials (located on the Cisco web site) for information about ICM hardware and software requirements. Refer to the System IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition and the IPCC Enterprise Web Administration Tool s online help for more information about System IPCC. Prerequisites You must have a copy of the ICM Installation Guide for Cisco ICM Enterprise Edition available in addition to this manual in order to successfully install ICM software, and then complete the Outbound Option installation and configuration. For System IPCC deployments, refer to the System IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition for detailed information. ICM software and System IPCC documentation are available online at Before installing Outbound Option, make sure the hardware and software detailed in the Hardware Requirements for IPCC Enterprise and Software Requirements for IPCC Enterprise sections is installed and configured on your computers. 2-1

28 Upgrade Instructions Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Review the IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition in preparation to setting up Outbound Option on IPCC Enterprise. Review the System IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition in preparation to setting up Outbound Option on System IPCC. Hardware Requirements for IPCC Enterprise For IPCC Enterprise based solutions, a Cisco voice gateway is required to place customer calls. Important! The Outbound Option Dialer must be installed on a server that meets the minimum requirement specified for a Peripheral Gateway (PG) machine as specified in the Cisco Intelligent Contact Management Software Release 7.0(0) Bill of Materials (located on the Cisco web site). In certain deployment models, the Outbound Option Dialer might be installed on an existing PG server along with the ICM PG processes. Consult your Cisco SE for complete Outbound Option deployment guidelines. For System IPCC deployments, the one supported Dialer is automatically installed on the Outbound Controller in System IPCC. Software Requirements for IPCC Enterprise Refer to the Software Compatibility Guide for Cisco IPCC Enterprise Edition, located on the Cisco web site, for detailed information about the Outbound Option software requirements. Upgrade Instructions This section does not apply to System IPCC deployments (there is no upgrade for System IPCC). To use Outbound Option with ICM 7.0(0), you must upgrade to ICM 7.0(0). As part of this upgrade procedure, you must recreate the Oubtound Option private database and reimport your data, then add the dialed number in each skill group. Important! The Dialer must be upgraded at the same time as the ICM Central Controller. Refer to the ICM Upgrade Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for detailed upgrade instructions. See for the complete set of ICM manuals. 2-2

29 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Deployment Guidelines Deployment Guidelines Before configuring Outbound Option, if you are installing multiple dialers on the same PG, make sure they all have the same number of ports. This will ensure proper skill group balancing. Refer to the Cisco IP Contact Center Solutions Reference Network Design Guide for detailed deployment guidelines. When there are two dialers on the same Call Manager PG, there must be an MR PG on each PG machine. These MR PGs both need to have two PIMs PIM1 pointing to Dialer1 and PIM2 pointing to Dialer2. IPCC Enterprise Configuration Setup Refer to the ICM Configuration Guide for Cisco ICM Enterprise Edition for detailed information about configuring ICM software for integrated applications using the ICM Configuration Manager. This entire section does not pertain to System IPCC users. System IPCC users should refer to the System IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition for information on required components for Outbound Option with System IPCC. Required Components for Outbound Option on IPCC Enterprise The following components are required for Outbound Option on IPCC Enterprise: MR PG IPCC PG (or Generic PG or IPCC System PG, if VRU PIM is needed) The IPCC System PG is only supported with IP IVR. 2-3

30 IPCC Enterprise Configuration Setup Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC CTI Server CallRouter Logger Admin Workstation Dialer These components are automatically installed for System IPCC deployments when the Central Controller, Agent/IVR Controller, Administration & WebView Reporting and Outbound Controller machines are installed in System IPCC. Figure 2-1 lists all required ICM objects required by the Outbound Option Dialer. Shaded boxes represent standalone objects. Italicized text represents sub-objects within an overall object. Finally, white boxes represent attributes for shaded boxes. This diagram can be used to verify that all objects have been installed in the correct place and linked to other objects in a valid manner. Figure 2-1 Required ICM Objects Using the ICM software configuration applications located on the Admin Workstation, complete the setup instructions in the Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise section. 2-4

31 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC IPCC Enterprise Configuration Setup Refer to the ICM Configuration Manager online help for detailed information about using the ICM Configuration Manager s Explorer and List tools. Refer to the ICM Script Editor online help for detailed information about using ICM Script Editor to route calls to/from Outbound Option skill groups. Enabling the CallManager Call Waiting Option on Outbound Agent Phones The Call Waiting option must be enabled in CallManager on each outbound agent phone to ensure that every customer call successfully transfers to an available agent. CallManager Release 4.0(0) and later users do not need to enable this option since it is enabled by default. How to enable the Call Waiting option These instructions pertain to Outbound Option on IPCC Enterprise and on System IPCC. Step 1 From the CallManager Phone Configuration window, select Line 1. Step 2 Step 3 In the Directory Number Settings submenu, select the On option in the Call Waiting pull-down selection box. Click Update to save the changes. Configuring Auto-Answer You must configure auto-answer settings on IPCC. You have two options: having agents hear the zip tone alerting them that a call is coming connecting the call more quickly, without the zip tone The Dialer registry key is "AutoAnswerCall". The default is 1, which means that Dialer Auto Answer is ON. How to configure Agent Auto Answer so that agents hear the zip tone CCM = ON (with the default delay of 1 second, which is the minimum) Agent Desk setting = OFF Dialer autoanswer setting = OFF Step 1 Step 2 From the IPCC PG, use a Web browser to connect to the Cisco CallManager Administration window ( Log into the CallManager Administration window. 2-5

32 IPCC Enterprise Configuration Setup Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Click the Device menu and select Phone and then Find and List Phone. On the Phone Configuration screen, scroll to the parameters for Directory Number Setting. For the Auto Answer setting, select On (either Auto Answer with Headset or Auto Answer with Speakerphone). At an Admin Workstation, select Configure ICM > Enterprise >Agent Desk Settings> Agent Desk Settings List. Filter and retrieve the Agent Desk Settings to display the Attributes tab. Make sure that Auto Answer is unchecked (off): Step 9 Set the dialer registry key AutoAnswerCall to 0 (OFF). How to configure Agent Auto Answer so that calls connect more quickly and agents do not hear the zip tone CCM = OFF Agent Desk setting = ON Dialer autoanswer setting = either ON (the default) or OFF Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 From the IPCC PG, use a Web browser to connect to the Cisco CallManager Administration window ( Log into the CallManager Administration window. Click the Device menu and select Phone and then Find and List Phone. On the Phone Configuration screen, scroll to the parameters for Directory Number Setting. For the Auto Answer setting, select Auto Answer Off. At an Admin Workstation, select Configure ICM > Enterprise >Agent Desk Settings> Agent Desk Settings List. Filter and retrieve the Agent Desk Settings to display the Attributes tab. Make sure that Auto Answer is checked: Disabling Ringback During Transfer to Agent Perform the following configuration so that customers do not hear a ringback tone while a call is being transferred to an agent. Step 1 Step 2 Log into the CallManager Administration window. Access Service parameters for CallManager and make this configuration: 2-6

33 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC IPCC Enterprise Configuration Setup Step 3 Step 4 Step 5 For Send H225 User Info Message, select this from the dropdown list: Use ANN for Ringback. Scroll to the top and click Update. Access Service Parameters for Cisco IP Voice Media Streaming Application and make this configuration: For Annunciator (ANN) parameters, select Run Flag = False. Click Update. Required Voice Gateway Configuration If you plan on using the Call Progress Analysis (CPA) feature, make sure the MTP Required option is not enabled. Only enable this option when configuring the Cisco CVP/ISN Voice Browser/Gateway. CVP/ISN is not available for Outbound Option on System IPCC deployments. Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for more information about the CPA feature and silence suppression. Configuring General System Time Options To comply with regulations concerning what time contacts might be called, specify the General System Time options. This time range entered here applies to all campaigns which the Outbound Option system will run, and supercedes any individual campaign time ranges. This guarantees that a contact is not called before or beyond a particular time. Outbound Option automatically converts the times specified to the contact s local time. To configure the system time options, double-click the Outbound Option - System Options option from the drop-down list. Enter the values as shown and click OK to save the changes. Controlling the Calling Search Space in Call Manager The Call Search Space (CSS) used for transfer defaults to the caller's (not the agent's) CSS. Using the defaults, calls that invoke the redirect operation using an unexpected calling search space may not have access to the destination's partition in Call Manager, resulting in a dropped call. The redirect operation is invoked by the following: Agents who initiate single step transfer from their desk top client. CCE Dialer in CCE 7.1 or above. Third-party CTI integrations that invoke the Deflect API of the CTI Server interface. This is most likely to be seen as a day two issue or after a recent partition/calling search space change in the Call Manager configuration. The registry key that controls which CSS is used is UseRedirectAddressSearchSpace. It is in the IPCC Enterprise PG and is located in this registry hive: 2-7

34 Creating a Private Outbound Option Database Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance id>\pgxx\pg\currentversion\jgws\jgw1\jgwdata\dynamic Set the value to 2 (ADDRESS_SEARCH_SPACE = 2) so that CSS uses the calling search space of the redirecting address. This needs to be set on both the side A and side B PGs. Creating a Private Outbound Option Database Before using Outbound Option, estimate the size of the Outbound Option private database and then create it using ICM s ICMDBA utility. Refer to the ICM Administration Guide for Cisco ICM Enterprise Edition for detailed information about the ICMDBA utility. System IPCC automatically creates and sizes the Outbound Option database, so you can skip this section if you are deploying Outbound Option with System IPCC. How to estimate the size of a private Outbound Option database Step 1 Step 2 Step 3 Step 4 Collect the following information: What is the size, in bytes, of each customer record in the import file? If it is less than 128 bytes, use 128. (The size of a record cannot be less than 128 bytes.) (RecordSize) How many records will be imported? (RecordCount) Will new imports replace or append records already imported? Estimate the contact table size using one of the formulas below: If imports are usually overwrite imports: Do not change record count If imports are usually append imports: RecordCount = total number of rows that will be kept in a customer table at any one time contact-table-size = RecordSize * RecordCount * 1.18 Estimate the dialing list table size using one of the formulas below: If imports are usually overwrite imports: RowCount = number of rows imported * 1.5 (50% more rows will be inserted into the dialing list than imported) If imports are usually append imports: RecordCount = total number of rows that will be kept in all customer table at any one time * 1.5 dialing-list-table-size = rows in dialing list * 128 bytes * 4.63 Calculate the database size using this formula: contact-table-size + dialing-list-table-size. 2-8

35 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise Important! The following instructions present an overview of the ICM software installation/configuration process for Outbound Option on IPCC Enterprise. Refer to the IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition for detailed information about installing the ICM components that are used for the Cisco IPCC Enterprise solution. Important! If you are deploying Outbound Option using System IPCC, see the How to itnstall/configure Outbound Option on System IPCC section on page 2-28 for detailed instructions on installing/configuring Outbound Option using System IPCC. Be aware that the Outbound Option Configuration Components are not available using the IPCC Enterprise Web Administration Tool in System IPCC. The following steps involve an installation procedure on a machine that does not have ICM software already installed. If any ICM software components are already installed on the machine, you do not need to install a second copy of those components. If you plan to use Cisco Security Agent, which Cisco highly recommends, you must always use the default directories when installing any software on a server. You need not choose the default disk drive if an option is available (for example, C: or D:), but you must use default directories. How to install/configure ICM software for Outbound Option on IPCC Enterprise Step 1 Install a Router using ICM Setup. A Dialer requires a connection to a Media Routing Peripheral (MR PG); therefore, at least one MR PG must be installed to support the Dialers at each site. Each Dialer requires a separate MR PG PIM created to serve it. See Deployment Guidelines, page 2-3. Each site also requires a CallManager PG (or a Generic PG or a IPCC System PG with an IPCC PIM) for standard IPCC functionality. (The PIM is the link between the PG and the Router.) When installing on an MCS server, you must not install on the CallManager operating system. a. Run ICM Setup and click Router. b. Enable two PG devices in the Device Management Protocol Properties window (usually 1 and 2) by clicking the checkboxes. c. Continue through the installation until it finishes. Each additional Dialer requires an additional MR PIM. Step 2 Install a standard type Logger (Outbound Option Campaign Manager and Import) using ICM Setup. a. Run ICM Setup and click Logger. b. Enable the Outbound Option option in the Logger Component Properties window. c. Click Configure. The Outbound Option Configuration window displays. 2-9

36 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise d. Enter the SQL server name where the Outbound Option database will reside (usually the LoggerA database server) and the time between connection checks (heartbeats) in milliseconds (default is 500) from Outbound Option Import to Campaign Manager. e. Click OK. f. Continue through the installation until it finishes. Make sure Outbound Option is installed on LoggerA of the ICM Central Controller. Step 3 Install a Real-Time Distributor Admin Workstation (Outbound Option Configuration Components) using ICM Setup. a. Run ICM Setup and click Admin Workstation. b. Enable the Outbound Option Support option in the Admin Workstation Client Properties window. Important! If this option is not checked, the Outbound Option Configuration Components will not display in the ICM Configuration Manager. Step 4 c. Continue through the installation until it finishes. Create the ICM databases using the ICMDBA utility. If you are upgrading to ICM 7.0(0), make sure you recreated the Outbound Option private database before starting this step. (Refer to the ICM Upgrade Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for detailed upgrade instructions.) a. Open the command prompt. b. Type ICMDBA. c. Create the ICM Side A, AW, and Outbound Option private databases. Important! Outbound Option is not a duplexed system; therefore, the Outbound Option components and database can only be installed on the Side A Logger. Step 5 See the Creating a Private Outbound Option Database section on page 2-8 for specific instructions on setting up the databases. Refer to the ICM Administration Guide for Cisco ICM Enterprise Edition for general information about setting up databases. Set up the database configuration for the SQL Server setting. a. Open the SQL Server Enterprise Manager. b. Right-click the <cust instance_baa> Outbound Option database. c. Select the Properties menu option. The Properties dialog box displays. d. Click the Data Files tab. e. Validate that the Automatically grow file checkbox is not checked. f. Click the Transaction Log tab. g. Validate that the Automatically grow file checkbox is not checked. h. Click the Options tab. 2-10

37 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise Step 6 i. Set the Recovery Model to Simple. j. Click OK. Create a Network VRU using the Network VRU Explorer tool. a. Open the ICM Configuration Manager application. b. Open the Explorer tools. c. Open the Network VRU Explorer tool. d. Create a type 2 VRU to be used during Media Routing (MR) PIM setup. Record the VRU name:. e. Click Save. Refer to the ICM Configuration Guide for Cisco ICM Enterprise Edition for detailed information about the ICM Configuration Manager tools. Step 7 Step 8 Step 9 Create the call type using the Call Type List tool. a. Open the List tools. b. Open the Call Type List tool. c. Create a call type for the MR routing client, which will be configured later. Record the Call Type name:. d. Click Save. Create agent desk settings using the Agent Desk Settings List tool. a. Open the List tools. b. Open the Agent Desk Settings List tool. c. Create agent desk settings for the IPCC PG. Record the name:. d. Click Save. Create the IPCC PG (PG1) using the PG Explorer tool. a. Open the Explorer tools. b. Open the PG Explorer tool. c. Add a PG. d. Enter the name (for example, PG1_IPCC). e. Select the CallManager, PG Generic, or IPCC System PG type. If you choose the IPCC System PG type, you need to perform other tasks to configure this PG. See How to configure an IPCC System PG section on page 2-26 for instructions on configuring an IPCC System PG. f. Add a peripheral. g. Enter the name (for example, PG1_IPCC_PIM1). h. On the Peripheral tab, click the Enable post routing checkbox. i. Select the Default Desk Setting from the drop-down list box. j. On the Routing Client tab, enter the routing client name (for example, IPCC_PIM1_Voice). 2-11

38 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise Step 10 k. Select the Cisco_Voice option from the Default media routing domain drop-down list box. l. Click Save. m. Record the assigned Logical Controller ID since this number will be needed later in the procedure:. n. Record the assigned Peripheral ID since this number will be needed later in the procedure:. Create the MR PG (PG2) using the PG Explorer tool. a. Open the Explorer tools. b. Open the PG Explorer tool. c. Click Retrieve, then click Add. d. Enter the name (for example, PG2_MR). e. Select the MR PG type. f. Add a peripheral. g. Enter the name (for example, PG2_MR_PIM1). h. On the Peripheral tab, click the Enable post routing checkbox. i. On the Routing Client tab, enter the routing client name (for example, MR_PIM1_Voice). j. Select the Cisco_Voice option from the Default media routing domain drop-down list box. k. On the Advanced tab, select a Network VRU from the drop-down list box (this VRU was created in Step 6). l. Click Save. m. Record the assigned Logical Controller ID since this number will be needed later in the procedure:. n. Record the assigned Peripheral ID since this number will be needed later in the procedure:. Important! Multiple dialers installed at a single site need a MR PIM installed for each dialer. Step 11 Create a skill group for the IPCC PG using the Skill Group Explorer tool. a. Open the Explorer tools. b. Open the Skill Group Explorer tool. c. Make sure the IPCC PIM created in Step 9g. displays in the Select filter data section. d. Click Retrieve. e. Click Add Skill Group. f. Set the Media Routing Domain to the Cisco_Voice option. g. Enter a peripheral name and number (record them):. (You can either enter a name or allow the system to generate the name.) h. Enable the ICM picks the agent checkbox. i. Click Add Route. j. Enter a name for the new route (any name is allowed). k. Click Save. 2-12

39 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise Step 12 Create a dialed number for the MR PG. a. Open the List tools. b. Open the Dialed Number/Script Selector List tool. c. Click Add, then enter a dialed number for the MR PG. d. Select the MR routing client from the drop-down list box (see Step 10i.). e. Select Cisco_Voice from the Media Routing Domain drop-down list box. f. Enter the dialed number. Use the number you entered when performing the upgrade procedure or create a new number, if you are doing a fresh install. (Refer to the ICM Upgrade Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for detailed upgrade instructions.) g. On the Dialed Number Mapping tab, click Add. h. In the Calling Line ID group box, click the All radio button. i. In the Caller-entered digits group box, click the All radio button. j. In the Call type drop-down list box, select the MR call type created in Step 7. k. Click OK on the Dialed Number Map Entry dialog box, then click Save. To use the Personal Callback feature, a second dialed number is required. This dialed number must have the PersonalCallback dialed number string. As with the previous dialed number, map all Calling Line IDs and all Caller-entered digits to the call type previously created for the MR routing client. Multiple dialers require multiple dialed numbers one for each routing client per skill group. Step 13 Step 14 Create a person for the IPCC PG using the Person List tool. a. Open the List tools. b. Open the Person List tool. c. Create users whose information will be used to configure agents (see Step 18). d. Enable the Enable logins checkbox. e. Click Save. Create an agent for the IPCC PG using the Agent Explorer tool. a. Open the Explorer tools. b. Open the Agent Explorer tool. c. Make sure the IPCC PIM created in Step 9g. displays in the Select filter data section. d. Click Retrieve. e. Click Add Agent. f. Assign a person created in Step 13. g. Add the agent ID number in the Agent ID (Peripheral number) field. h. On the Advanced tab, select the Desktop Setting option and select the name created in Step 8 to assign the desk settings. i. On the Advanced tab, enable the Agent state trace checkbox if agent reporting is required. 2-13

40 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise j. On the Skill group membership tab, click Add and select the skill group (created in Step 11). Record the newly created agent IDs (peripheral numbers) from the Agent tab: from to. k. Click Save. Assign multiple agents to a skill group by clicking Add from the Skill Group Members tab in the Skill Group Explorer tool. Step 15 Use the Bulk Insert tools to create many persons and agents at once. Create a device target (each agent s phone needs a device target) using the Device Target Explorer tool. a. Open the Explorer tools. b. Open the Device Target Explorer tool. c. Click Retrieve, then click Add. d. In the Name field, enter the enterprise name for the target (agent s phone number). e. Enter the global identifier (also the agent s phone number) in the Global Address field. f. Enter the device target configuration parameter as /devtype CiscoPhone /dn XXXX, where XXXX is the agent s phone extension. Extensions can be less or more than four digits. The text shown above is an example. g. Add a label for the MR routing client to each device target by clicking Add label. h. Select the MR routing client from the drop-down list box (see Step 10i.). i. Set the label name to match the agent s phone extension. j. Set the label type to Normal. k. Click Save. Use the Bulk Insert tools to create many device targets and labels at once. Step 16 Step 17 For multiple dialers, configure multiple labels for multiple MR routing clients. If using the Personal Callback feature, create an enterprise skill group using the Enterprise Skill Group List tool. a. Open the List tools. b. Open the Enterprise Skill Group List tool. c. Create an enterprise skill group. In the Add Name field, type the enterprise name, then click Add. Select the skill group, then click Save. d. In the Attributes tab, click Add to add the skill group(s) created in Step 11. e. Click Save. If using the Personal Callback feature, create an enterprise route using the Enterprise Route List tool. For System IPCC, you must use a Route. You cannot use an Enterprise Route to configure Personal Callback in System IPCC. You can skip these steps if using System IPCC. The route created in Step 11j. is used instead. 2-14

41 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise Step 18 Step 19 To Create an Enterprise Route (not valid for System IPCC) a. Open the List tools. b. Open the Enterprise Route List tool. c. Create an enterprise route. In the Add Route field, type the enterprise route, then click Add. Select the route, then click Save. d. In the Attributes tab, add the route(s) created in Step 11j. e. Click Save. Enable the Expanded Call Context (ECC) variables using the System Information tool and the Expanded Call Variable List tool. a. Open the System Information tool in the Tools/Miscellaneous folder in the ICM Configuration Manager application. b. Enable the Expanded call context enabled checkbox. c. Click Save. d. Open the List tools. e. Open the Expanded Call Variable List tool. f. Click all BAxxxx variables (BAAccountNumber, BABuddyName, BACampaign, BADialedListID, BAResponse, BAStatus, and BATimezone). g. In the Attributes tab, click the Enabled checkbox for each variable. h. Click Save. If you are using the transfer to IVR feature, create a transfer to IVR campaign following the instructions in the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions. When using this feature, note that Outbound Option only supports IP IVR Type 2 and CVP/ISN Type 5 (CVP/ISN Comprehensive Model). (Cisco CVP was formerly called Cisco ISN.) The transfer to IVR feature is only supported for Outbound Option on Cisco IP Contact Center (IPCC Enterprise). You can not use this feature in the Direct Preview or the regular Preview modes. Transfer to IVR campaigns might require translation routes if using a Type 2 IVR, so refer to the IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition for details about setting up translation routes. ( that translation routes are not required when using the IPCC System PG.) Make sure you select the Service Control option and check Queue Reporting in the Peripheral Gateway Component Properties window for the VRU PIM during the PG installation process. Step 20 Use the ICM Script Editor application to create an administrative script for each skill group to control the OutboundControl variable and the skill group reservation percentage. The Outbound Option Dialer looks at the value of this variable to determine which mode each skill group uses. If the OutboundControl variable is not set, the skill group defaults to inbound. Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for detailed information about Outbound Option outbound dialing modes. 2-15

42 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise Be aware that the dynamic routing client feature is used when an outbound agent transfers a call using CVP/ISN to a Type 2 VRU. (Make sure the routing client for the translation route labels is CallManager, which makes the outgoing call.) a. Open the ICM Script Editor application. b. Create an administrative script (one script can be used to control all Outbound Option skill groups or multiple scripts can control multiple Outbound Option skill groups). c. Set up the script with the following nodes (required): Start, Set, End, and If. Important! The transfer to IVR feature requires an IF node in the administrative script to disable it if the IVR is not available. Also, to ensure timely responses to IVR outages, set the administrative script to run every minute. When using the IPCC System PG, use this node to ensure that the trunks are not set to idle; for example, NetworkTrunkGroup.IPCC_Component_Interface_PG_NTG.TrunksIdle>0. (Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for detailed information about the transfer to IVR feature.) d. Use the Set node to set skill group variables (OutboundControl and OutboundPercent). e. Set the OutboundControl variable; for example, set this value by entering it in the Value field in the Set Properties window: INBOUND: Indicates that this skill group is disabled for outbound use and only takes inbound calls. PREDICTIVE_ONLY: Dials several customers per agent. After reaching a live contact, the Predictive Dialer transfers the customer to a live agent along with a screen pop to the agent s desk. The predictive algorithm is designed to calculate the number of lines to dial per available agent to keep agent wait time to a minimum. PREDICTIVE_BLENDED: Agents receive inbound calls, but could be used for an outbound call when available. PREVIEW_ONLY: Reserves an agent prior to initiating an outbound call and presents the agent with a screen pop. The agent might then: Accept the call: Dials the customer and transfers the call to the agent. Skip the call: Agent receives another customer call. Skip-Next the call: Agent chooses one of two options in the Select Next Number on List dialog box: Wrong Number (call other customer phone numbers) or Not Home (keep dialing other customer numbers). Agent can use the Callback button, if the person answering the call suggests calling back at a later time. Skip-Close the call: Skips the current Preview call and closes the record so it will not be called again. Reject the call: Releases the agent. At this point, the system might deliver the agent another Preview outbound call or a new inbound call. Reject-Close the call: Rejects the current Preview call and closes the record so it will not be called again. PREVIEW_BLENDED: Agents receive inbound calls, but could be used for an outbound Preview call when available. PREVIEW_DIRECT_ONLY: Agents can only place outbound calls and hear ring tones, such as phone ringing or busy signal. 2-16

43 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise PREVIEW_DIRECT_BLENDED: Agents can receive inbound calls, place outbound calls, and hear ring tones, such as phone ringing or busy signal. PROGRESSIVE_ONLY: Similar to PREDICTIVE_ONLY; however, lines to dial per agent is not calculated users configure a fixed number of lines that will always be dialed per available agent. PROGRESSIVE_BLENDED: Similar to PREDICTIVE_BLENDED, but a fixed number of lines will always be dialed per available agent. If the administrative script (where the OutboundControl variable or reservation percentage is set) is running, but the modes/percentages are not being updated at the Dialer, do the following: Make sure that the skill group being controlled is the base skill group, and not the primary or secondary skill groups. Although agents might be logged into just the primary or secondary skill group, make sure the OutboundControl variable is always set to the base skill group. Verify that the OutboundControl variable mode is spelled correctly. When a call is placed using Outbound Option, the desktop buttons perform in the following manner: Dialing Mode Call Description Buttons Enabled PREVIEW_ONLY and PREVIEW_BLENDED PREVIEW_ONLY and PREVIEW_BLENDED PREVIEW_ONLY and PREVIEW_BLENDED PREDICTIVE_ONLY and PROGRESSIVE_ONLY PREDICTIVE_ONLY and PROGRESSIVE_ONLY PREDICTIVE_ONLY and PROGRESSIVE_ONLY PREVIEW_DIRECT_ONLY and PREVIEW_DIRECT_BLENDED PREVIEW_DIRECT_ONLY and PREVIEW_DIRECT_BLENDED Reservation calls: Dialer makes the call and agent is available Initial customer calls: Agent accepts the call and Dialer makes the call to a customer Transferred customer calls: Agent is talking to a customer Reservation calls: Dialer makes the call and agent is available Initial customer calls: Dialer makes the call to a customer Transferred customer calls: Agent is talking to a customer Reservation calls: Dialer makes the call and agent is available Initial customer calls: Agent accepts the call and calls a customer Accept, Skip, Reject, Skip-Close, and Reject-Close buttons are enabled, if the reservation call has not been accepted yet No buttons are enabled, if the customer does not answer the call Callback and Skip-Next buttons are enabled No buttons are enabled No buttons are enabled, if the customer does not answer the call Callback and Skip-Next buttons are enabled Accept, Skip, Reject, Skip-Close, and Reject-Close buttons are enabled, if the reservation call has not been accepted yet No buttons are enabled, if the customer does not answer the call 2-17

44 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise Dialing Mode Call Description Buttons Enabled PREVIEW_DIRECT_ONLY and PREVIEW_DIRECT_BLENDED Personal callback Personal callback Personal callback Transferred customer calls: Agent is talking to a customer BAStatus is set to A and O or A and B for a reservation call Initial customer calls: Agent accepts the call and calls a customer Transferred customer calls: Agent is talking to a customer Callback, Skip-Next, AnsMach, Fax, and Invalid buttons are enabled Accept and Reject buttons are enabled, if the reservation call has not been accepted yet No buttons are enabled, if the customer does not answer the call Callback button is enabled f. Set the OutboundPercent variable in the same administrative script; for example, select the OutboundPercent variable in the Set Properties window and enter the agent percentage in the Value field. This variable controls the percentage of agents, which are logged into a particular skill group, which is used for outbound dialing. For example, if there are 100 agents logged into skill group N, and the OutboundPercent variable is set to 50%, 50 agents would be allocated for outbound dialing. This variable does not allocate specific agents for outbound dialing, just a total percentage. 2-18

45 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise The following diagram displays a very simple administrative script where both the OutboundControl variable and the outbound percentage are set for a skill group. A script in a production call center would typically be more complex, perhaps changing these variables due to time of day or service level. Refer to the ICM Script Editor online help for detailed information about using ICM Script Editor. See the How to configure an IPCC System PG section for sample administrative and routing scripts for the IPCC System PG. 2-19

46 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise The following diagram displays a routing script for a transfer to IVR campaign using Outbound Option with IP IVR. (Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for detailed information about configuring a Outbound Option transfer to IVR campaign.) 2-20

47 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise The following diagram displays a routing script for a transfer to IVR campaign using Outbound Option with CVP/ISN. (Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for detailed information about configuring a Outbound Option transfer to IVR campaign.) Step 21 Use the ICM Script Editor application to create a routing script that uses the dialed number for the MR routing client and routes through a Select node to the previously configured skill group. a. Using the ICM Script Editor Call Type Manager, associate the MR (and Personal Callback, if used) dialed number(s) with the configured call type and newly created routing script. Refer to the ICM Script Editor online help for information about using this application. 2-21

48 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise The following diagram displays a sample routing script that uses the objects mentioned above. (Refer to the ICM Script Editor online help for detailed information about using ICM Script Editor.) Lines connecting objects cannot appear on top of objects and therefore, partially display under the objects; for example, the line connecting the X (output terminal failure) on the Select object to the End object runs partially under the Select object. Translation routes are not used in the IPCC System PG, so routing scripts using this PG do not need to use this object. Configuring Queue to Agent Node 1. Right-click the Queue to Agent node and select Properties. 2. Click Change in the Queue to agent type section. 3. Click Lookup agent reference by expression, then click OK. 4. Enter the agent expression Call.PreferredAgentID. 5. Make sure the Peripheral column is left blank. 6. Select the enterprise skill group created in Step Select the enterprise route created in Step 17. If you are configuring for System IPCC, select the Route you configured in Step 11j. 8. Click OK to save the Queue to Agent node. 2-22

49 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise 9. Save and then schedule the script. Step 22 Install the IPCC PG using ICM Setup. a. Exit the ICM Configuration Manager and stop the ICM services. b. Run ICM Setup to install the IPCC PG that corresponds with PG1, which was previously configured using the ICM Configuration Manager in Step 9. c. In the Peripheral Gateway Properties window, select the PG1 PG Node ID and select the Client Type. If an IVR PIM needs to run with the IPCC PIM, then select the CallManager Client Type and the VRU Client Type. d. Click Next. e. Add a PIM, PIM1. f. In the CallManager Configuration window, enable the PIM. g. Enter the peripheral name and the peripheral ID of the IPCC_PIM (configured in Step 9) and the agent extension length (set this value to 5 if you plan to use five-digit extension lengths). h. Enter the Cisco CallManager hostname, user ID, and password. i. Click OK. j. Enter the Logical Controller ID and click Add. k. Click Next until Setup finishes. The system prompts for a reboot. Click Yes. Refer to the IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition for more information about configuring the IPCC PIM. 2-23

50 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise Step 23 Step 24 Step 25 Install the MR PG using ICM Setup. a. Run ICM Setup to install a PG that corresponds with PG2, which was configured in Step 10. b. In the Peripheral Gateway Properties window, select the PG2 PG Node ID and the MediaRouting Client Type. c. Click Next. d. Add a PIM, PIM1. e. In the MediaRouting Configuration window, enable the PIM. f. Enter the peripheral name and the peripheral ID of the MR_PIM (configured in Step 10). g. Set both Application Hostname fields to the computer name of the Outbound Option Dialer. h. Set the Application Connection Port to the port number that will be used by the Outbound Option IPCC Dialer (usually 2000). i. Click Next until Setup finishes. When Setup finishes, click Finish. Install a CTI Server to communicate with the IPCC PG using ICM Setup. (No special configuration of the CTI Server is required.) a. Run ICM Setup to install the CTI Server for PG1 (configured in Step 9). Install Cisco JTAPI. a. From the IPCC PG, use a Web browser to connect to the Cisco CallManager Administration window ( b. Log into the CallManager Administration window. c. Click the Application menu and select Install Plugins. d. Download and install Cisco JTAPI. e. Reboot the PG machine. See How to modify JTAPI for Calls to Invalid Numbers. Step 26 Install the Outbound Option IP Dialer using ICM Setup. a. Run ICM Setup (make sure ICM Services are stopped) and click Add. b. Click Outbound Option Dialer option. c. In the Dialer Type list box, select the BA_IP Dialer option. d. Click Next. e. In the Campaign Manager field, enter the Outbound Option server name: The host name or IP address of the Outbound Option server (machine where the Outbound Option Campaign Manager resides, which is always LoggerA). f. Enter the CTI server A name: The host name or IP address of the machine that has side A of CTI Server installed. g. Enter the CTI server port A number: The port number the dialer uses to interface with CTI Server side A. h. Enter the CTI server B name: For duplexed installations, the host name or IP address of the machine that has side B of CTI Server installed. i. Enter the CTI server port B number: The port number the dialer uses to interface with CTI Server side B. 2-24

51 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise j. Enter the Heart beat number: Number of times, in milliseconds, the dialer checks its connection to the CTI Server. (The default value is usually acceptable.) k. Enter the Media routing port number: The port number the dialer uses to interface with the Media Routing PIM on the Media Routing PG. (Default is 2000, and is usually acceptable.) l. Enter the CallManager TFTP server name: The host name or IP address of the CallManager TFTP server. This is the same machine used as the CallManager publisher. m. Click Next until Setup finishes. n. In the Dialer registry key, configure the Dialer throttling on each Dialer in the system using the PortThrottleCount and PortThrottleTime values described in the following table. PortThrottleCount indicates the number of ports to throttle and PortThrottleTime indicates the amount of time (in seconds) to throttle them. For example, a setting of count=40 and time=2 indicates that only 40 ports can be dialed at any one time, and no additional ports can be dialed for 2 seconds. CallManager Server Type PortThrottleCount Value PortThrottleTime Value 800 MHz 7835 server GHz 7835 server X2.4GHz 7845 server 40 2 Without these throttle settings it is possible for the Dialer to make too many simultaneous calls and overload CallManager. Step 27 If you are running Outbound Option with CTI OS, do the following to add Outbound Option ECC variables to CTI OS Server: a. Rename the C:\ICM\CTIOS_bin\blendedagent_addecc.reg.txt file to blendedagent_addecc.reg. b. Edit the blendedagent_addecc.reg file and globally change InstanceName to the real system instance name and save it. c. Double-click on the blendedagent_addecc.reg file to add the Outbound Option ECC variables to CTI OS. d. In the Node Manager, restart the CTI OS service. e. Restart all CTI OS Desktop clients to download the new ECC variables. How to modify JTAPI for Calls to Invalid Numbers It is necessary to change the jtapi.ini file on the PG so that dialed calls to invalid numbers are recorded as Unallocated_Number and not as No_Answer. Step 1 From the IPCC PG, access a command prompt and enter java CiscoJtapiVersion -parms > Jtapi.ini. Step 2 Step 3 Step 4 Go to c:\winnt\java\lib. Open the jtapi.ini file in a text editor. Add this line: UseProgressAsDisconnected = True 2-25

52 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise Step 5 Step 6 Save and close the file. Reboot the PG machine. How to configure an IPCC System PG Setting up an IPCC System PG for Outbound Option campaigns consists of two tasks: Configuring the IPCC System PG Adding the PG in ICM Setup The IPCC System PG is only supported with IP IVR. The following instructions describe how to configure an IPCC System PG. Step 1 Open the PG Explorer tool and select the IPCC System PG as the client type. The IPCC System PG combines two PGs (CallManager and IVR PGs) into one PG. Step 2 Step 3 Open the Network Trunk Group Explorer tool and create a trunk group by selecting the PG you just created. Open the Network VRU Explorer tool and create a Type 9 VRU PG from the Type field on the Network VRU tab. You can still use the Type 2 VRU PG with CallManager and Generic PGs. Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Configure a network bank (new concept for Release 7.0(0)) on the Network VRU Banks tab in the Network VRU Explorer tool for every network VRU in the system (internal calls are load-balanced between these VRUs). Select the trunk group configured in Step 2. In the Network VRU Explorer tool, configure a label for the Network VRU Bank in the Network VRU bank field. This label represents the number that the IP IVR is listening for by configuring it as a JTAPI trigger. If you are creating a transfer to IVR campaign, configure a JTAPI trigger for the label you just created by using the JTAPI option in the CRS Administration application (this trigger replaces the old translation route method). (Refer to the Cisco CRS documentation set for detailed information on how to set up this trigger.) Also, create a CTI route point in CallManager and associate it with the VRU user (not the PG user). (Refer to the Cisco CallManager documentation set for detailed information on how to set up the CTI route point.) Open the PG Explorer tool and retrieve the IPCC System PG you created earlier. On the Advanced tab, you must uncheck the Internal IPTA Only checkbox (it is enabled by default). Open the Dialed Number / Script Selector List tool and create a dialed number (do not check any of the options). Open the ICM Script Editor and create an administrative script. 2-26

53 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring ICM Software for Outbound Option on IPCC Enterprise The following diagram displays a sample administrative script. Step 10 Using ICM Script Editor, create a routing script. Use the Queue to Skill Group node in the script. The following diagram displays a sample routing script. The following instructions describe how to add an IPCC System PG in ICM Setup. 2-27

54 Chapter 2 Installing/Configuring Outbound Option on System IPCC Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Step 1 Step 2 Step 3 Step 4 Run ICM Setup. Select IPCC System and VRU from the Selected types list. Add two PIMs: one for the IPCC System PG and one for the VRU. Check the Service Control and Queue Reporting options. Continue clicking Next until the process finishes. Where to Go Next Skip to the Dialer General Configuration section on page 2-35 and complete the rest of the instructions in this chapter to complete the Outbound Option installation/configuration process. Installing/Configuring Outbound Option on System IPCC Important! The following instructions present an overview of the installation/configuration process for Outbound Option on System IPCC. Refer to the System IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition for detailed information. If you plan to use Cisco Security Agent, which Cisco highly recommends, you must always use the default directories when installing any software on a server. You need not choose the default disk drive if an option is available (for example, C: or D:), but you must use default directories. The Outbound Option Configuration Components are not available using the IPCC Enterprise Web Administration Tool in System IPCC. Instead, the Configuration Components are available using the Configuration Manager on each Administration & WebView Reporting machine (Start > All Programs > IPCC Administration > Configuration Manager). Refer to the Outbound Option online help for detailed information about using the Configuration Components. How to itnstall/configure Outbound Option on System IPCC Step 1 Step 2 Step 3 Step 4 Step 5 Install the System IPCC components and the Outbound Controller as described in the System IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition. Create the call type in the IPCC Enterprise Web Administration Tool by accessing Contact Management category > Call Type tool. Create agent desk settings in the IPCC Enterprise Web Administration Tool by accessing Agent Management category > Desk Settings tool. Create a skill group in the IPCC Enterprise Web Administration Tool by accessing Agent Management category > Skill Group tool. Create a dialed number for the Outbound Controller in the IPCC Enterprise Web Administration Tool by accessing Contact Management category > Dialed Number tool. a. Select the Cisco_Voice option and check the Outbound checkbox. 2-28

55 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring Outbound Option on System IPCC b. In the Calling Line ID group box, click the All radio button in the Dialed Number Mapping dialog box. c. In the Caller-entered digits group box, click the All radio button in the Dialed Number Mapping dialog box. d. In the Call type drop-down list box, select the call type created in Step 2 in the Dialed Number Mapping dialog box. To use the Personal Callback feature, a second dialed number is required. This dialed number must have the PersonalCallback dialed number string. As with the previous dialed number, map all Calling Line IDs and all Caller-entered digits to the call type previously created for the MR routing client. Step 6 Step 7 Step 8 Step 9 Create an agent in the IPCC Enterprise Web Administration Tool by accessing Agent Management category > Agent tool. Enter the agent s login name. If using the Personal Callback feature, create an enterprise skill group in the IPCC Enterprise Web Administration Tool by accessing Agent Management category > Enterprise Skill Group tool. Enable the Expanded Call Context (ECC) variables in the IPCC Enterprise Web Administration Tool by accessing Contact Mgmt Category > Call Variables tool. Click all BAxxxx variables (BAAccountNumber, BABuddyName, BACampaign, BADialedListID, BAResponse, BAStatus, and BATimezone), check the Enabled checkbox, and click Save. If you are using the transfer to IVR feature, create a transfer to IVR campaign following the instructions in the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions. When using this feature, note that Outbound Option only supports IP IVR Type 2. 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. Step 10 Use the Internet Script Editor application to create an administrative script for each skill group to control the OutboundControl variable and the skill group reservation percentage. The Outbound Option Dialer looks at the value of this variable to determine which mode each skill group uses. If the OutboundControl variable is not set, the skill group defaults to inbound. Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for detailed information about Outbound Option outbound dialing modes. a. Open the Internet Script Editor application. b. Create an administrative script (one script can be used to control all Outbound Option skill groups or multiple scripts can control multiple Outbound Option skill groups). c. Set up the script with the following nodes (required): Start, Set, End, and If. 2-29

56 Chapter 2 Installing/Configuring Outbound Option on System IPCC Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Important! The transfer to IVR feature requires an IF node in the administrative script to disable it if the IVR is not available. Also, to ensure timely responses to IVR outages, set the administrative script to run every minute. Use this node to ensure that the trunks are not set to idle; for example, NetworkTrunkGroup.IPCC_Component_Interface_PG_NTG.TrunksIdle>0. (Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for detailed information about the transfer to IVR feature.) d. Use the Set node to set skill group variables (OutboundControl and OutboundPercent). e. Set the OutboundControl variable; for example, set this value by entering it in the Value field in the Set Properties window: INBOUND: Indicates that this skill group is disabled for outbound use and only takes inbound calls. PREDICTIVE_ONLY: Dials several customers per agent. After reaching a live contact, the Predictive Dialer transfers the customer to a live agent along with a screen pop to the agent s desk. The predictive algorithm is designed to calculate the number of lines to dial per available agent to keep agent wait time to a minimum. PREDICTIVE_BLENDED: Agents receive inbound calls, but could be used for an outbound call when available. PREVIEW_ONLY: Reserves an agent prior to initiating an outbound call and presents the agent with a screen pop. The agent might then: Accept the call: Dials the customer and transfers the call to the agent. Skip the call: Agent receives another customer call. Skip-Next the call: Agent chooses one of two options in the Select Next Number on List dialog box: Wrong Number (call other customer phone numbers) or Not Home (keep dialing other customer numbers). Agent can use the Callback button, if the person answering the call suggests calling back at a later time. Skip-Close the call: Skips the current Preview call and closes the record so it will not be called again. Reject the call: Releases the agent. At this point, the system might deliver the agent another Preview outbound call or a new inbound call. Reject-Close the call: Rejects the current Preview call and closes the record so it will not be called again. PREVIEW_BLENDED: Agents receive inbound calls, but could be used for an outbound Preview call when available. PREVIEW_DIRECT_ONLY: Agents can only place outbound calls and hear ring tones, such as phone ringing or busy signal. PREVIEW_DIRECT_BLENDED: Agents can receive inbound calls, place outbound calls, and hear ring tones, such as phone ringing or busy signal. PROGRESSIVE_ONLY: Similar to PREDICTIVE_ONLY; however, lines to dial per agent is not calculated users configure a fixed number of lines that will always be dialed per available agent. PROGRESSIVE_BLENDED: Similar to PREDICTIVE_BLENDED, but a fixed number of lines will always be dialed per available agent. 2-30

57 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring Outbound Option on System IPCC If the administrative script (where the OutboundControl variable or reservation percentage is set) is running, but the modes/percentages are not being updated at the Dialer, verify that the OutboundControl variable mode is spelled correctly. When a call is placed using Outbound Option, the desktop buttons perform in the following manner: Dialing Mode Call Description Buttons Enabled PREVIEW_ONLY and PREVIEW_BLENDED PREVIEW_ONLY and PREVIEW_BLENDED PREVIEW_ONLY and PREVIEW_BLENDED PREDICTIVE_ONLY and PROGRESSIVE_ONLY PREDICTIVE_ONLY and PROGRESSIVE_ONLY PREDICTIVE_ONLY and PROGRESSIVE_ONLY PREVIEW_DIRECT_ONLY and PREVIEW_DIRECT_BLENDED PREVIEW_DIRECT_ONLY and PREVIEW_DIRECT_BLENDED PREVIEW_DIRECT_ONLY and PREVIEW_DIRECT_BLENDED Personal callback Personal callback Personal callback Reservation calls: Dialer makes the call and agent is available Initial customer calls: Agent accepts the call and Dialer makes the call to a customer Transferred customer calls: Agent is talking to a customer Reservation calls: Dialer makes the call and agent is available Initial customer calls: Dialer makes the call to a customer Transferred customer calls: Agent is talking to a customer Reservation calls: Dialer makes the call and agent is available Initial customer calls: Agent accepts the call and calls a customer Transferred customer calls: Agent is talking to a customer BAStatus is set to A and O or A and B for a reservation call Initial customer calls: Agent accepts the call and calls a customer Transferred customer calls: Agent is talking to a customer Accept, Skip, Reject, Skip-Close, and Reject-Close buttons are enabled, if the reservation call has not been accepted yet No buttons are enabled, if the customer does not answer the call Callback and Skip-Next buttons are enabled No buttons are enabled No buttons are enabled, if the customer does not answer the call Callback and Skip-Next buttons are enabled Accept, Skip, Reject, Skip-Close, and Reject-Close buttons are enabled, if the reservation call has not been accepted yet No buttons are enabled, if the customer does not answer the call Callback, Skip-Next, AnsMach, Fax, and Invalid buttons are enabled Accept and Reject buttons are enabled, if the reservation call has not been accepted yet No buttons are enabled, if the customer does not answer the call Callback button is enabled 2-31

58 Chapter 2 Installing/Configuring Outbound Option on System IPCC Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC f. Set the OutboundPercent variable in the same administrative script; for example, select the OutboundPercent variable in the Set Properties window and enter the agent percentage in the Value field. This variable controls the percentage of agents, which are logged into a particular skill group, which is used for outbound dialing. For example, if there are 100 agents logged into skill group N, and the OutboundPercent variable is set to 50%, 50 agents would be allocated for outbound dialing. This variable does not allocate specific agents for outbound dialing, just a total percentage. The following diagram displays a very simple administrative script where both the OutboundControl variable and the outbound percentage are set for a skill group. A script in a production call center would typically be more complex, perhaps changing these variables due to time of day or service level. Refer to the Internet Script Editor online help for detailed information about using Internet Script Editor. 2-32

59 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring Outbound Option on System IPCC The following diagram displays a routing script for a transfer to IVR campaign using Outbound Option with IP IVR. (Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for detailed information about configuring a Outbound Option transfer to IVR campaign.) Step 11 Use the Internet Script Editor application to create a routing script that that uses the dialed number associated with Outbound Option created in Step 5 and routes through a Select node to the previously configured skill group. a. Using the Internet Script Editor Call Type Manager, associate the Outbound Controller (and Personal Callback, if used) dialed number(s) with the configured call type and newly created routing script. Refer to the Internet Script Editor online help for information about using this application. 2-33

60 Chapter 2 Installing/Configuring Outbound Option on System IPCC Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC The following diagram displays a sample routing script that uses the objects mentioned above. (Refer to the Internet Script Editor online help for detailed information about using Internet Script Editor.) Lines connecting objects cannot appear on top of objects and therefore, partially display under the objects; for example, the line connecting the X (output terminal failure) on the Select object to the End object runs partially under the Select object. Configuring Queue to Agent Node 1. Right-click the Queue to Agent node and select Properties. 2. Click Change in the Queue to agent type section. 3. Click Lookup agent reference by expression, then click OK. 4. Enter the agent expression Call.PreferredAgentID. 5. Make sure the Peripheral column is left blank. 6. Select the enterprise skill group created in Step Click OK to save the Queue to Agent node. 2-34

61 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring Outbound Option on System IPCC 8. Save and then schedule the script. Dialer General Configuration How to configure the Dialer All dialers used in the Outbound Option system must be configured through the Outbound Option Dialer Configuration Component, which is located in the Configuration Manager. Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Open the Configuration Manager. Double-click the Outbound Option - Dialer option to display the Outbound Option Dialer configuration window. Select the IPCC peripheral in the Filter field. Click the Retrieve button. Click the Add button to add a new Dialer. Enter the information in the Dialer General tab fields. If the Dialer is installed in a location outside the U.S., either enter the locally-specific long distance prefix in the Long distance prefix field or leave the field blank. Step 7 Click Save. 2-35

62 Chapter 2 Installing/Configuring Outbound Option on System IPCC Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Dialer Port Map Configuration The port map must be configured for each Dialer. This specifies the number of ports available on the Dialer and the extension numbers, which CallManager assigns to those ports. The maximum number of ports per Dialer is 96. Each configured port represents a Dialer phone device on CallManager. These Dialer phone devices carry a greater device weight than standard IP telephones. Extension numbers must be unique across the full enterprise. If there are multiple CCM clusters, the extensions (CallManager directory number) must still be unique. How to create the Outbound Option Dialer port devices Step 1 Step 2 Click the Port Map Selection tab to display the port map configuration. Select the peripheral name for the CallManager PG which this Dialer will serve. Make sure all agents and skill groups used by Outbound Option are associated with the CallManager PG, not the MR PG. Step 3 Step 4 To begin adding ports to this Dialer, click the Add button. Configure a set of ports and their associated extensions. Make sure you provide the same number of ports for all the dialers configured on the same peripheral. Step 5 Step 6 Step 7 Click OK. Click Save to save all the configuration information. Click Close. Dialer Softphone Registration Create the Outbound Option Dialer port devices on Cisco CallManager using the following procedure. Refer to the Cisco CallManager documentation for detailed information about using this product. How to create the Outbound Option Dialer port device on CallManager Step 1 After configuring the Dialer Port Map, click Select All, then click Export to save the port map configuration to a CSV-formatted text file. Select the CallManager version. Be sure to select the CallManager release that is compatible with the product release. 2-36

63 Chapter 2 Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Installing/Configuring Outbound Option on System IPCC Step 2 Step 3 Copy the exported CSV file to the BAT tool phone directory on the publisher CallManager (typically C:\Batfiles\Phones; for Cisco CallManager and later use C:\Batfiles\Phones\Insert). Using the Cisco CallManager BAT tool, create a new phone template. Select the Cisco 30 VIP phone choice, set the device pool, and choose the Standard 30 VIP phone button template. Insert a single line with no speed dials (for Cisco CallManager 3.3 and later). If you are using CallManager 4.0 or later, a wizard guides you through creating the phone template and validating and inserting the phone devices. Step 4 Step 5 Associate the newly created devices with a PG user. In the CallManager Administration window, select User > Global Directory, then click Search. Click the PG user, which was created during the main ICM installation. Click the Device Association link. In the Device List Filter, select the Directory Number and then enter the first few digits of the newly created dialer ports. Click Select Devices. Make sure the checkbox next to each dialer port is checked. Click Update. Important! Make sure the CallManager Call Waiting option is enabled on each outbound agent phone. If the Call Waiting option is not enabled, every customer call transferred to an agent will fail. (CallManager Release 4.0(0) and later users do not need to enable this option since it s enabled by default.) How to configure CallManager to play music while on hold Once Outbound Option has an established customer call, the call is placed on hold for a short time (usually a sub-second) before being transferred to an agent. During this time, the customer might hear a set of tones indicating that the call has been placed on hold. To avoid this, do the following procedure. This procedure does not apply to the Direct Preview mode. Step 1 Step 2 Configure Cisco CallManager to play music while on hold for the device pool containing the Outbound Option Dialer port devices. Disable music on hold for reservation calls by modifying the MRGL on Cisco CallManager. Refer to the CallManager documentation set for detailed configuration instructions. Estimating Database Size Outbound Option uses the ICMDBA tool s Estimate Database function to estimate database size. Use this tool to determine the amount of space needed for the Outbound Option private database to provide for importing and merging all customer records. The ICMDBA tool is included with ICM software and is located in the \icm\bin directory. This tool provides a central utility to manage ICM database administration. Use this tool to: 2-37

64 Chapter 2 Installing/Configuring Outbound Option on System IPCC Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC Estimate size and bandwidth requirements for databases. Create, edit and delete central databases, local databases, and historical database for installed ICM customers. Resize database devices. Recreate a database. Import/export data to/from databases. View database properties. In addition to these tasks, use the ICMDBA tool to start or stop a server, and to do some limited SQL server configuration. Refer to the ICM Administration Guide for Cisco ICM Enterprise Edition for information about the ICMDBA tool. How to create a private Outbound Option database using ICMDBA Step 1 Step 2 Step 3 Step 4 Step 5 Start ICMDBA by entering ICMdba in Microsoft Windows s Run dialog box or command window. Click the Logger and select Database > Create (or click the right mouse button and select Create). In the Create Database window, specify the Outbound Option database type. Click Add. The Add Device window displays. Use this window to create a new data device and log device for the Outbound Option database. Specify the disk drive letter and size in megabytes for each new device. Click OK to create the device, then click Create. Click Start. If necessary, you can later edit the device to change storage size, or remove a device, using the Database > Expand option. Click Close. 2-38

65 CHAPTER 3 Outbound Option System Setup on Avaya DEFINITY ACD This chapter describes the set-up process for Outbound Option on the Avaya DEFINITY ACD. It includes: Dialogic software configuration instructions Prerequisites before installing Outbound Option Hardware and software requirements Upgrade instructions Deployment guidelines Instructions on how to install/configure ICM software for Outbound Option Explanation of the Outbound Option installation process Instructions on how to estimate and create a private Outbound Option database Refer to the ICM Installation Guide for Cisco ICM Enterprise Edition and the Cisco Intelligent Contact Management Software Release 7.0(0) Bill of Materials (located on the Cisco web site) for information about ICM hardware and software requirements. Dialogic Software Configuration The Outbound Option Dialer component is responsible for making outbound calls through a telephony card. The Outbound Option Dialer can use Dialogic Analog or Digital voice cards. This section describes the steps required to install and configure the Dialogic software. Dialogic is only used for integration with legacy ACDs, not with Outbound Option on IPCC. Installing the Required Dialogic Software Dialogic software must be installed in order to use the Outbound Option Dialer component. Refer to the Cisco Intelligent Contact Management Software Release 7.0(0) Bill of Materials (located on the Cisco web site) for detailed information about required Dialogic software. 3-1

66 Dialogic Software Configuration Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD How to install Dialogic System Release for Windows 2000 Click Back at any time during the following processes to return to a previous window and make corrections. Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Step 11 Step 12 Step 13 Download Dialogic drivers from: Decompress System Release and run SETUP.EXE. The Welcome to Setup window displays. Click Next. A dialog box displays offering the option to read the release notes. Click No. Read the license agreement and click Yes. In the Registration window, enter your name and the company name. Click Next. In the Setup Options window, click CUSTOM. In the Custom Component Selection window, select GlobalCall API Package. (Do not uncheck any other options.) Click Next. In the Online Documentation Access Location window, click Next. In the Destination Location window, keep the default destination directory. Click Next. In the Program Group Folder window, keep the default folders. Click Next. In the Setup Options Summary window, confirm the options that have been chosen for this installation. Click Next. The setup program starts the installation and copies the required files to the destination location. In the Please Make Your Selection Now window, deselect the View Release Guide option. Select Run Dialogic Board Configuration (DCM). Click Next. Select local for Computer Name - Dialogic Configuration Manager. Click Connect. Caution Step 14 Step 15 Step 16 Step 17 Step 18 Make sure DCM locates your card. If it does not, stop the installation and refer to the Dialogic documentation to resolve the problem. Select Service > Startup Mode > Automatic to set automatic startup for Dialogic drivers. Close the Dialogic Configuration Manager. Click OK in the Information window, if it displays. A window displays with the option to reboot your machine. Click Finish. The machine reboots. The Dialogic System Release installation is complete. After the machine reboots, select Programs > Dialogic System Software from the Start menu. The Dialogic program group displays in the Start menu. 3-2

67 Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD Dialogic Software Configuration How to install Dialogic System Release Service Pack 1 Step 1 Step 2 Step 3 Step 4 Step 5 Decompress System Release Service Pack 1 and run SETUP.EXE. The InstallShield Wizard Welcome window displays. Click Next. Read the license agreement. Click Yes. In the Customer Information window, enter your name and the company name. Click Next. A window displays with the option to reboot your machine. Click Finish. The machine reboots. The Dialogic System Release Service Pack 1 installation is complete. How to install GlobalCall Protocol Package 3.00 Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Decompress GlobalCall Protocol 3.0 and run SETUP.EXE. The Welcome window displays. Click Next. Read the license agreement. Click Yes. In the Setup Options window, click Complete. In the Destination Location window, keep the default destination directory. Click Next. In the Setup Options Summary window, confirm the options that have been chosen for this installation. Click Next. The setup program starts the installation and copies the required files to the local hard drive. A setup window displays displaying the progress of the installation. In the Setup Complete window, click Finish. The machine reboots. The GlobalCall Protocol 1.00 installation is complete. Caution Re-installing GlobalCall overwrites the CDP file. (See How to configure the GlobalCall CDP file, page 3-9, for information about the CDP file.) Make a copy of the final version of the CDP toneset file for safekeeping. Configuring the Dialogic System Software Do the following in order to configure the Dialogic system software: When using E1 cards, configure the Dialogic drivers using DCM Important! E1 cards have only been tested and verified for the Italian market. To qualify an E1 card for another country, use the Dialogic PBXpert/32 utility with an Analog card to learn dial-tone, busy, and ring-tone. In order to use the E1 card for countries other than Italy, please use the instructions and configurations settings for Italy described in this section verbatim. 3-3

68 Dialogic Software Configuration Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD Start the Dialogic card/service Connect the system to PBX Run PBXpert/32 with an Analog card to learn PBX and network tones for E1 cards Use PBXpert/32 to analyze network tones (dial-tone, busy, ring-tone) for Analog and E1 Dialogic cards. Be aware that PBXpert/32 only works with analog cards. Refer to the following link for Dialogic cards compatible with PBXpert/32: How to start the Dialogic card/service Configure the Dialogic driver to use the tone file Configure the GlobalCall CDP File Step 1 Step 2 Step 3 From the Start menu, select Programs > Dialogic System Software > Dialogic Configuration Manager. The Dialogic Configuration Manager window displays. If the Dialogic Configuration Manager detects the Dialogic card, the Dialogic card displays in the Configured Devices list. If the Dialogic card does not display in the list, this is a problem with the most probable cause being: The card is not properly seated in the edge connector. The Dialogic card is not working. Resolve this problem by consulting the Dialogic documentation, then continue with the configuration. Click the green Start Service button in the toolbar. The Dialogic service starts. If the Dialogic service does not start, a message displays stating that the Dialogic service returned an error and logs an error message in the Windows 2000 Event Viewer. Resolve this problem by consulting the Dialogic documentation. After resolving the error condition, click Yes to check the error message in the event log and restart the Dialogic service. Step 4 Step 5 In the Dialogic Configuration Manager dialog box, click OK. The Dialogic Configuration Manager window displays. It displays a green light next to the Dialogic card name. How to configure Dialogic driver support for T1 Step 1 After installing the Dialogic drivers, for a Dialogic T1 card and a DEFINITY switch, modify the us_mf_o.cdp file in the Program Files\Dialogic\CFG directory to use the following parameter settings: Set the $13 parameter to 0 Set the $16 parameter to 0 Set the $21 parameter to 0 Set the $41 parameter to 0 3-4

69 Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD Dialogic Software Configuration Set the $47 parameter to 69 For an Analog card, modify the na_an_io.cdp file in the Program Files\Dialogic\CFG directory to use the following parameter settings: Set the $16 parameter to 0 Set the $24 parameter to 1 Set the $25 parameter to "" How to configure Dialogic driver support for E1 The Dialogic E1 Dialer has been certified only for Italian installations. You must use the PBXpert/32 utility with an Analog card to install the E1 Dialer in any other country. This utility must be used to learn the following country-specific, tones: busy, dial-tone, and ring-tone. Step 1 Step 2 Step 3 Modify the following parameters in the program files\dialogic\cfg\pdk_sw_e1_luls_io.cdp file: All BOOLEAN_t CDP_WaitDialToneEnabled = 1 All BOOLEAN_t CDP_ConnectOnNoDialTone = 0 All TONE_t TONE_DIAL = (use PBXpert to determine correct tones) All TONE_t TONE_RINGBACK = (use PBXpert to determine correct tones) All TONE_t TONE_BUSY = (use PBXpert to determine correct tones) For Italy, use the following tones: All TONE_t TONE_DIAL = 425,30,0,30,-4,-4,200,20,200,20,1,1 All TONE_t TONE_RINGBACK = 439,40,0,40,-4,-4,99,8,379,46,1,1 All TONE_t TONE_BUSY = 425,30,0,30,-4,-4,500,50,500,50,1,2 R4 INTEGER_t PSL_MakeCall_CallProgress = 1 R4 INTEGER_t PSL_MakeCall_MediaDetect = 0 Modify the following parameter in the program files\dialogic\data\it_300.prm file: 000F 01 This sets option 00F to 1, which enables parity. Use the Intel Dialogic Configuration Manager to set the following Dialogic driver options after the drivers have been installed: 1. Double-click the D/300PCI-E1 card. 2. Click the Misc tab. 3. Click the Parameter File row. 4. Click the Value edit box near the bottom of the window. 5. Type it_300.prm. 6. Click the Country tab. 7. Click the Country row. 8. Select Italy from the Value drop-down list. 9. Click OK. 10. Click the Bus-0 tree option. 11. In the TDM Bus Configuration tab, click the Media Type (User Defined) row. 3-5

70 Dialogic Software Configuration Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD 12. Select ALaw in the Value drop-down list. 13. Click OK. 14. Make sure the drivers are configured to auto start. 15. Start the drivers. How to connect the system to PBX After the Dialogic Configuration Manager service finishes starting up, run PBXpert/32 with an Analog card to detect PBX tones and generate a tone file specific to the PBX for E1 cards. Use PBXpert/32 to analyze network tones (dial-tone, busy, ring-tone) for Analog and E1 Dialogic cards. Be aware that PBXpert/32 only works with analog cards. Refer to the following link for Dialogic cards compatible with PBXpert/32: Step 1 Connect the analog phone lines from the PBX to the RJ-11 connectors on the back of the Dialogic card and note the PBX extension numbers of those lines. There must be at least two ports on the Dialogic card connected to the PBX in order to run the PBXpert/32 tool. How to run PBXpert/32 to learn PBX tones The following procedure is primarily geared towards analyzing tones for analog cards. When analyzing tones to be used with E1 cards, do not use the toneset.exe utility. Also, the PBXpert/32 file does not need to be saved. Obtain the values from PBXpert/32 results for busy, dial-tone, and ring-tone and enter them into the pdk_sw_e1_luls_io.cdp file. See How to configure Dialogic driver support for E1 section on page 3-5 for the location of the E1 tone configuration file and parameters. Because there can be differences in the call signaling tones which PBX vendors use, Dialogic provides the PBXpert/32 tool to learn the tones of a particular PBX. The result of the tone learning process is a tone set file, which is loaded into the Dialogic Configuration Manager for analog cards. In addition, because the Outbound Option Dialer uses the Dialogic GlobalCall protocol, these same tones must be entered into the GlobalCall CDP file. This section describes how to use the PBXpert/32 tool to tailor the Outbound Option Dialer to a particular PBX. Perform this configuration only if Dialogic Analog cards are being used. PBXpert/32 does not run on Dialogic T1 cards. Before running PBXpert/32, make sure: Dialogic system service is running At least two ports on the Dialogic card are connected to the PBX lines 3-6

71 Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD Dialogic Software Configuration Step 1 Step 2 From the Start menu, select Programs > Dialogic System Software > PBXpert/32. The PBXpert/32 main window opens and the PBXpert/32 wizard launches. Click Next to start the tone detection. In the PBXpert/32 Wizard - Step 2 of 10 window, enter the name of the PBX manufacturer and model. Click Next. Any arbitrary string can be entered for the manufacturer and model, which then displays as the tone set file name. Step 3 Step 4 Step 5 Step 6 Continue clicking Next until the PBXpert/32 Wizard - Step 5 of 10 window displays. In Line A, enter the PBX extension number for the analog line, connected to channel 1 on the Dialogic card. Click Next. In the PBXpert/32 Wizard - Step 6 of 10 window, in Line B, enter the PBX extension number for the analog line, connected to channel 2 on the Dialogic card. Click Next. In the PBXpert/32 Wizard - Step 7of 10 window, click Next to launch the wizard auto test. During the auto test, the wizard dials Line B from Line A and vice versa, to ensure connectivity. When the line test finishes, the PBXpert/32 Wizard Auto Line window displays. Click OK. If the auto line test fails, the most probable cause could be: The PBX extensions for line A and line B are not configured properly. Resolve this problem by consulting the Avaya documentation, then continue with the configuration. The PBX lines connected to the Dialogic card are malfunctioning. Resolve this problem by consulting the Dialogic documentation, then continue with the configuration. Step 7 Step 8 Step 9 Step 10 Step 11 Step 12 Step 13 In the PBXpert/32 Wizard - Step 8 of 10 window, click Next. The Learn Maker Model Tones window displays and tone detection starts. When tone detection finishes, click Keep Data. In the PBXpert/32 Wizard - Step 9 of 10 window, click Next to launch the wizard tones test. When the test finishes, the tones that passed testing display a green light next to their names. Click OK to display the summary of the testing results. In the PBXpert/32 Wizard - Step 10 of 10 window, click Finish. The PBXpert/32 main window displays and the data that was gathered by the wizard displays. Click Save and enter lucent-g3.tsf as the name of the tone file. In addition, make a note of the frequencies and durations of the detected tones. These tones must be applied to the GlobalCall CDP configuration file for the Outbound Option Dialer to work properly. Close the PBXpert/32 main window. 3-7

72 Dialogic Software Configuration Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD How to run PBXpert/32 to learn network tones PBXpert is also used to detect central office tones, which the Outbound Option Dialer uses to place customer calls. In this case, only a single Dialogic port is used to learn the network tones. The Dialogic port places a call to a user-specified phone number, which is referred to as manual mode in PBXpert. Because of manual mode (not automatic), each tone must be learned individually by dialing into a phone, which is under user control. For example, to detect a network busy tone, the Dialogic port must dial into a phone number that is currently busy. The same applies for a ring tone, dial tone, etc. Step 1 Step 2 Step 3 Step 4 Step 5 From the Start menu, select Programs > Dialogic System Software > PBXpert/32. The PBXpert/32 main window opens and the PBXpert/32 wizard launches. Press Cancel to exit the wizard. Select Edit > Net Tone Set. PBXpert prompts for a PBX manufacturer and model number. In this case, we are not detecting PBX tones, so enter a descriptive name for each item that identifies the file. For this example, enter network for the PBX manufacturer and tones for the model number. Click the Settings icon. Within the Dialing tab, click manual mode. This dims the phone number for line A, since it will be used as the learning channel. Finally, enter the phone number to dial in the line B phone number field. Make sure any necessary prefixes are added to the phone number so that it might be reached properly. Select Tones > Learn. PBXpert prompts for which tones to learn. Select the desired tones and click OK. ( that selecting a tone that has already been learned overwrites the previous tone.) Make sure the called phone number is in the proper state for whatever tone is being learned. For example, to learn a busy tone, call a phone which is off the receiver and producing a network busy tone. Learn the remaining tones and save the results in a TSF file. For this example, save the results in a file called network-tones.tsf. How to configure the Dialogic driver to use the tone file After the PBX tones are recognized, the Dialogic driver must be configured to use the tone file. Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Open the Dialogic Configuration Manager window and stop the Dialogic service by clicking Stop. After the Dialogic service stops, a red light displays next to the Dialogic card name. Select the Dialogic device to be configured, then select Action > Configure. In the Dialogic Configuration Manager - Properties window, select the Files tab. Click Browse next to the parameter box to set the value for the parameter. In the Search File dialog box, select the file saved by PBXpert/32, lucent-g3.tsf. Click Open. The parameter value displays. Click OK to set the parameter and return to the Dialogic Configuration Manager window. Start the Dialogic service. The Dialogic service/drivers are now configured to use the tone file specific to the PBX. 3-8

73 Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD Dialogic Software Configuration How to configure the GlobalCall CDP file To complete the setup, the learned tones must be copied into the na_an_io.cdp file by running the ToneSet.exe utility. This utility is provided with the Outbound Option Dialer installation, which automates the process of configuring the CDP file from the PBXpert output file(s). It is a console application and can be run from a Command Prompt window. Depending upon the parameters specified when the utility is executed, ToneSet will either update the PBX tones (tones which the PBX generates) or the network tones. Caution Re-installing GlobalCall overwrites the CDP file. Make a copy of the final version of the CDP toneset file for safekeeping. Step 1 To update the PBX tones, open a command prompt window and enter C:\>toneset /if lucent-g3.tsf /o. The input TSF file is specified by the /if command line parameter. The lucent-g3.tsf file was generated by PBXpert in Step 12. that the file is entered without a path name. The file was saved in the Dialogic DATA directory by PBXpert. The /o command line parameter indicates that the default analog CDP file will be updated (na_an_io.cdp). If a different CDP file is desired, enter it with the /of parameter instead. When executed, the ToneSet utility makes a backup of the original CDP file and then updates the tones. The following shows sample output from the ToneSet utility: 15:01:44 Trace: Backing up original CDP file to h:\dialogic\dna3~1.3\dialogic\cfg\na_an_io.cdp.bak 15:01:44 Trace: Generating PBX settings in h:\dialogic\dna3~1.3\dialogic\cfg\na_an_io.cdp Step 2 To update the network tones, open a command prompt window and enter C:\>toneset /if network-tones.tsf /network /o. In this case, we have specified the input file network-tones.tsf with the /if command line parameter. The /network parameter indicates that we want to modify the network tones in the CDP file (ToneSet assumes PBX tones by default). The /o command line parameter indicates that the default analog CDP file will be updated (na_an_io.cdp). The following shows sample output from the above command: 15:13:17 Trace: Backing up original CDP file to h:\dialogic\dna3~1.3\dialogic\cfg\na_an_io.cdp.bak 15:13:17 Trace: Generating NETWORK settings in h:\dialogic\dna3~1.3\dialogic\cfg\na_an_io.cdp that the trace indicates that the NETWORK settings are being updated instead of the PBX settings. 3-9

74 Prerequisites Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD Prerequisites You must have a copy of the ICM Installation Guide for Cisco ICM Enterprise Edition available in addition to this manual in order to successfully install ICM software, and then complete the Outbound Option installation and configuration. This chapter provides information about the Outbound Option installation and configuration setup. ICM software documentation is available online at Before installing Outbound Option, make sure the hardware and software detailed in the Hardware Requirements for Avaya DEFINITY and Software Requirements for Avaya DEFINITY sections is installed and configured on your computers. Hardware Requirements for Avaya DEFINITY The following sections describe the Avaya DEFINITY hardware requirements necessary to install and run Outbound Option. Outbound Option only works with Avaya digital sets that support multiple call appearances: 6408D+ and 8410D. Dialogic Card Requirements ACD Requirements Dialogic telephony cards are an integral part of Outbound Option. These cards reserve agents and place customer calls as well as detect voice, signal tones, and answering machines. Dialogic offers many different types of cards with varying numbers of ports, bus types, and connection methods. Refer to the Cisco Intelligent Contact Management Software Release 7.0(0) Bill of Materials (located on the Cisco web site) for detailed information about required Dialogic card requirements. See the Dialogic Software Configuration section for instructions on how to configure the Dialogic software. Refer to the Cisco Intelligent Contact Management Software Release 7.0(0) Bill of Materials (located on the Cisco web site) for detailed information about ACD requirements. How to adjust the Avaya DEFINITY ACD (optional) Adjust the ACD so the agent is placed in WrapUp state when a customer call finishes. Step 1 Step 2 In the agent configuration area on the switch s administrator terminal, open the Class of Restrictions window. Set the Direct Agent Calling option to either of the following: Y: Allow agents to enter wrap-up data after the call is complete. When set to Y, customer calls are queued on the phone prior to transfer instead of using a second phone line. N: Agents cannot enter wrap-up data and are ready immediately. 3-10

75 Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD Prerequisites See the DirectAgentDial setting in the Dialer Registry Settings section in Appendix A, Registry Settings, for more information. Step 3 E1 card users must perform the following additional steps: In the digital stations assigned to the E1 card, open the Class of Restriction window. Set the Direct Agent Calling option to either of the following: Y: Allows agents to enter wrap-up data after the call is complete. When set to Y, customer calls are queued on the phone prior to transfer instead of using a second phone line. N: Agents cannot enter wrap-up data and are ready immediately. How to enable event minimization on the Avaya DEFINITY ACD (required) Step 1 Go to the station configuration form for the ASAI ports. Step 2 On page 2, set the Event Minimization to Y. Configure either the Digital or Analog settings in the following instructions. How to configure the DS1 Circuit Pack (Digital-T1) Step 1 Step 2 Open the Configuration screen on the DS1 Circuit Pack. Configure the following settings: Line Coding: ami-zcs Framing Mode: d4 Signaling Mode: robbed-bit Bit Rate: Line Compensation: 1 Interface Companding: mulaw Idle Code: Slip Detection: n Near-end CSU Type: other 3-11

76 Prerequisites Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD How to configure the DS1 Circuit Pack (Digital-E1) The DS1 card used on the Avaya DEFINITY ACD might contain a switch pack on the back of the card. There are two switches on this switch pack: one switch is for the 24 or 32 channel (T1 or E1) and the other switch is for 75 or 120 ohms. Set the switches to a 32 channel E1 and 75 ohms, respectively. (The DS1 card used to test E1 compatibility was TN464F DS1.) Step 1 Step 2 Open the Configuration screen on the DS1 Circuit Pack. Configure the following settings: Line Coding: hdb3 Signaling Mode: CAS Bit Rate: Interconnect: PBX Interface Companding: alaw Idle Code: Country Protocol: 5 CRC? Y Slip Detection: n Near-end CSU Type: other How to configure the T1/E1 station (Digital) Create and assign new stations to each Dialogic port for the T1/E1 station. Step 1 Step 2 Open the Station Configuration screen. Configure the settings. The parameters shown below are samples. Configure the settings to suit your needs. Extension: Assign a continuous set of extensions, such as 6401, 6402, 6403 Type: DS1FD Port: Use the DS1 card and port Lock Messages: n Security Code: Leave blank Coverage Path 1: Leave blank Coverage Path 2: Leave blank Hunt To Station: Leave blank BCC: 0 TN:

77 Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD Prerequisites COR: 1 COS: 1 Tests: y Off Premise Station: y R Balance Network: n How to configure an Analog station The Avaya DEFINITY uses the TN746B when connecting to a Outbound Option Dialer using Analog Dialogic cards. Create and assign new stations to each Dialogic port for the Analog station. Step 1 Step 2 Open the Station Configuration screen. Configure the following settings: Extension: Assign a continuous set of extensions, such as 6401, 6402, 6403 Type: 2500 Port: Use the Analog line card and port Lock Messages: n Security Code: Leave blank Coverage Path 1: Leave blank Coverage Path 2: Leave blank Hunt To Station: Leave blank BCC: 0 TN: 1 COR: 1 COS: 1 Tests: y Off Premise Station: y R Balance Network: n How to configure TTR (Touch Tone Resource) on Avaya DEFINITY ACD (optional) Each time either an analog or digital terminal begins to make a call on the switch, a TTR (Touch Tone Resource) is connected to that device in order to interpret which digits are being dialed on that terminal. The TTRs service the entire switch, both inbound and outbound traffic. These TTR resources are only in effect during call setup time, so all talking calls will not be using these resources. 3-13

78 Upgrade Instructions Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD There are a finite number of TTR resources on the switch, determined by the number of tone detector/tone clock circuit packs installed on the switch, which the configuration of the number of TTRs must match. The TN748 and the TN2182B cards are known to provide TTR resources. For example, if Outbound Option attempts to dial 21 simultaneous calls while the DEFINITY only has 20 available TTRs, then one of the outbound calls might not receive a dial tone. To fix this problem, either add additional TTRs to the DEFINITY or modify the following Outbound Option Dialer registry entries: PortThrottleCount = 20 (only allow 20 simultaneous calls) PortThrottleTime = 1 (wait 1 second after 20 calls have been initiated before initiating more calls) How to configure Agent Auto Answer on Avaya DEFINITY ACD (optional) Enable the Agent Auto Answer option on a DEFINITY switch using the following configuration options: Page 2 of 4 of the Station Configuration form: Auto Answer = ALL (ACD might also be valid) Page 1 of 1 of the Agent Configuration form: Auto Answer = ALL (ACD might also be valid) If the above features are enabled, the Outbound Option Auto Answer option must be disabled by unchecking the Auto Answer Reservation Call checkbox on the Skill Group Selection tab in the Outbound Option Campaign Configuration Component. However, if customer calls are not auto-answered on agent phones then Outbound Option auto answer must be enabled for the appropriate skill groups monitored by Outbound Option. It is also possible to enable hands-free answer on an agent s phone. For this configuration, disable the Outbound Option Auto Answer option. If the agent s phone and Outbound Option are both configured for auto answer, then a large percentage of Outbound Option reservation calls will fail. Refer to Cisco ICM Software ACD Supplement for DEFINITY for specific information on configuring a DEFINITY PG and making any necessary adjustments to the DEFINITY ACD configuration. The ICM Installation Guide for Cisco ICM Enterprise Edition describes how to add a Peripheral Interface Manager (PIM) for each peripheral associated with a PG. ICM software documentation is available online at Software Requirements for Avaya DEFINITY Refer to the Cisco Intelligent Contact Management Software Release 7.0(0) Bill of Materials, located on the Cisco web site, for detailed information about the Outbound Option software requirements. Upgrade Instructions To use Outbound Option with ICM 7.0(0), you must upgrade to ICM 7.0(0). As part of this upgrade procedure, you must recreate the Oubtound Option private database and reimport your data, then add the dialed number in each skill group. Important! The Dialer must be upgraded at the same time as the ICM Central Controller. 3-14

79 Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD Deployment Guidelines Refer to the ICM Upgrade Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for detailed upgrade instructions. See for the complete set of ICM manuals. Deployment Guidelines Before configuring Outbound Option, if you are installing multiple dialers on the same PG, make sure they all have the same number of ports. This will ensure proper skill group balancing. Refer to the Cisco IP Contact Center Solutions Reference Network Design Guide for detailed deployment guidelines. Avaya DEFINITY Configuration Setup Refer to the ICM Configuration Guide for Cisco ICM Enterprise Edition for detailed information about configuring ICM software for integrated applications using the ICM Configuration Manager. Required Components for Outbound Option on Avaya DEFINITY The following components are required for Outbound Option on Avaya DEFINITY: Avaya DEFINITY PG CTI Server CallRouter Logger Admin Workstation Dialer After installing ICM software, prepare the Dialogic card and configure Outbound Option, including: Configuring skill groups Setting up peripheral monitor stations and services Enabling system variables Using ICM software configuration applications located on the Admin Workstation, do the following procedures. Refer to the ICM Configuration Manager online help for detailed information about using the ICM Configuration Manager s Explorer and List tools. Refer to the ICM Script Editor online help for detailed information about using ICM Script Editor to route calls to/from Outbound Option skill groups. 3-15

80 Avaya DEFINITY Configuration Setup Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD How to install/configure ICM software for Outbound Option on Avaya DEFINITY The following steps involve an installation procedure on a machine that does not have ICM software already installed. If any ICM software components are already installed on the machine, you do not need to install a second copy of those components. If you plan to use Cisco Security Agent, which Cisco highly recommends, you must always use the default directories when installing any software on a server. You need not choose the default disk drive if an option is available (for example, C: or D:), but you must use default directories. Outbound Option is not available for configuration using the System IPCC application; therefore, Outbound Option must be configured using the following instructions. Caution You must complete every step in these instructions in order to configure Outbound Option properly. Step 1 Map each station (created in the previous section) to a Dialogic port in the Port Map Selection tab in the Outbound Option Dialer component window. For detailed instructions about mapping ports, see the online help for the Dialer component. Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Set up the database configuration for the SQL Server setting. a. Open the SQL Server Enterprise Manager. b. Right-click the <cust instance_baa> Outbound Option database. c. Select the Properties menu option. The Properties dialog box displays. d. Click the Data Files tab. e. Validate that the Automatically grow file checkbox is not checked. f. Click the Transaction Log tab. g. Validate that the Automatically grow file checkbox is not checked. h. Click the Options tab. i. Set the Recovery Model to Simple. j. Click OK. Use the PG Explorer tool in the ICM Configuration Manager application to create a PG for the switch. Use the Monitor tab in the PG Explorer tool to add a Vector Directory Number (VDN) for each skill group to be monitored. Use the Monitor tab in the PG Explorer tool to add station IDs assigned to each Dialogic port. Use the Monitor tab in the PG Explorer tool to add station IDs for each agent. Use the Skill Group Explorer tool in the ICM Configuration Manager application to create the skill group(s) that Outbound Option will monitor. The maximum number of skill groups allowed per PG is

81 Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD Avaya DEFINITY Configuration Setup Step 8 Step 9 Use the Service Explorer tool in the ICM Configuration Manager application to create service(s) that Outbound Option reserves agents through. Use the Advanced tab in the Service Explorer tool to specify a VDN in the Extension field that Outbound Option uses to dial and connect to agents. Only a single skill group can be associated with the service for the outbound calls. Step 10 Step 11 Step 12 Use the System Information tool in the ICM Configuration Manager application to enable the Expanded Call Context (ECC) Variable. Use the Expanded Call Variable List tool in the ICM Configuration Manager application to enable each variable. Use the ICM Script Editor application to create an administrative script for each skill group to control the OutboundControl variable and the skill group reservation percentage. The Outbound Option Dialer looks for this variable to understand each skill group s mode. Supply the following outbound control values in the script for each skill group: INBOUND PREDICTIVE_ONLY PREDICTIVE_BLENDED PREVIEW_ONLY PREVIEW_BLENDED PREVIEW_DIRECT_ONLY PREVIEW_DIRECT_BLENDED PROGRESSIVE_ONLY PROGRESSIVE_BLENDED If the administrative script which sets the OutboundControl variable or reservation percentage is running, but the modes/percentages are not being updated at the Dialer, do the following: Make sure that the skill being controlled is the base skill, and not the primary or secondary skills. Although agents may be logged into just the primary or secondary skill, always set the OutboundControl variable on the base skill. Verify that the OutboundControl variable mode is spelled correctly. Step 13 Use the ICM Script Editor to create an administrative script for each skill group to control the OutboundPercent variable. This controls the percentage of agents, which are logged into a particular skill group, which is used for outbound dialing. For example, if there are 100 agents logged into skill group N, and the OutboundPercent variable is set to 50%, 50 agents would be allocated for outbound dialing. This variable does not allocate specific agents for outbound dialing, just a total percentage. 3-17

82 Avaya DEFINITY Configuration Setup Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD The following diagram displays a very simple administrative script where both the OutboundControl variable and the outbound percentage are set for a skill group. A script in a production call center would typically be more complex, perhaps changing these variables due to time of day or service level. (Refer to the ICM Script Editor online help for detailed information about using ICM Script Editor.) Step 14 If you are running Outbound Option with CTI OS, do the following to add Outbound Option ECC variables to CTI OS: a. Rename the c:\icm\<cust instance>\ctios\blendedagent_addecc.reg.txt file to blendedagent_addecc.reg. b. Double-click on the blendedagent_addecc.reg file to add the Outbound Option ECC variables to CTI OS. c. In the Node Manager, restart the CTI OS service. d. Restart all CTI OS Desktop clients to download the new ECC variables. Configuring General System Time Options To comply with regulations concerning what time contacts might be called, specify the General System Time options. This time range entered here applies to all campaigns which the Outbound Option system will run, and supercedes any individual campaign time ranges. This guarantees that a contact is not called before or beyond a particular time. Outbound Option automatically converts the times specified to the contact s local time. To configure the system time options, double-click the Outbound Option - System Options option from the drop-down list. Enter the values as shown and click OK to save the changes. 3-18

83 Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD Installing Outbound Option Installing Outbound Option After installing ICM software and configuring it for Outbound Option, install the Outbound Option application. Make sure Outbound Option is installed on LoggerA of the ICM Central Controller. The installation process consists of installing: Outbound Option Configuration Components on the Admin Workstation Outbound Option on the ICM Logger, which includes installing: Campaign Manager Outbound Option Import Outbound Option on the Dialer (installed adjacent to each PG) How to install Outbound Option Configuration Components Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Run SETUP.EXE from the ICM CD-ROM. Click Add in the Instance Components section. The ICM Component Selection window displays. Click Admin Workstation. The Admin Workstation Properties window displays. Accept the defaults by clicking Next. Continue clicking Next in each of the following dialog boxes. In the Admin Workstation Client Properties dialog box, click the Outbound Option Support option. Important! If this option is not checked, the Outbound Option Configuration Components will not display in the ICM Configuration Manager. Step 7 Step 8 Click Next. Click Finish in the last dialog box to exit Setup. How to install Outbound Option on the ICM Logger Step 1 Step 2 Step 3 Run SETUP.EXE from the ICM CD-ROM. Click Logger, then click Edit in the Instance Components section. The Logger Properties window displays. Select the appropriate options in this window. Make sure the Standard Logger Type option is selected. Refer to the ICM Configuration Guide for Cisco ICM Enterprise Edition for detailed information about the options in this window. Step 4 Click Next. The Logger Component Properties window displays. 3-19

84 Installing Outbound Option Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD Step 5 Step 6 Step 7 Select the Outbound Option Enabled option and then click Configure. The Outbound Option Configuration dialog box displays. Enter the SQL server name and the number of connection checks (heartbeats) in milliseconds (default is 500) from Outbound Option Import to Campaign Manager. Click OK. Click Next in each of the following dialog boxes. Click Finish in the last dialog box to exit Setup. How to install Outbound Option on the Dialer Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Run SETUP.EXE from the ICM CD-ROM. Click Add in the Instance Components section. The ICM Component Selection window displays. Click Dialer. The Dialer Properties window displays. Select the IP Dialer option, then click Next. Enter the following information: Outbound Option server: The host name or IP address of the Outbound Option server (machine where the Outbound Option Campaign Manager resides). CTI server A: The host name or IP address of the machine that has side A of CTI Server installed. CTI server port A: The port number the dialer uses to interface with CTI Server side A. CTI server B: For duplexed installations, the host name or IP address of the machine that has side B of CTI Server installed. CTI server port B: The port number the dialer uses to interface with CTI Server side B. Heart beat: Number of times, in milliseconds, the dialer checks its connection to the CTI Server. (The default value is usually acceptable.) Click Next in each of the following dialog boxes. Click Finish in the last dialog box to exit Setup. Optionally, open the Dialer registry in HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\cust1\Dialer and set the OverrideNetworkTones registry entry to 1 and the TimeToWaitForNetworkEstablished registry entry to 2. Setting the registry entries to these values allows Outbound Option to bypass products, such as TeleZapper, that simulate invalid number/out-of-service tones. Refer to Appendix A, Registry Settings, for a detailed description of the OverrideNetworkTones Dialer registry entry. Step 7 If the Dialer is installed in a location outside the U.S., change the following registry entry to a blank string: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<customer instance name>\dialer\longdistanceprefix 3-20

85 Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD Creating a Private Outbound Option Database Creating a Private Outbound Option Database Before using Outbound Option, estimate the size of the Outbound Option private databcase and then create it using ICM s ICMDBA tool. Refer to the ICM Administration Guide for Cisco ICM Enterprise Edition for detailed information about the ICMDBA tool. How to estimate the size of a private Outbound Option database Step 1 Step 2 Step 3 Step 4 Collect the following information: What is the size, in bytes, of each customer record in the import file? If it is less than 128 bytes, use 128. (The size of a record cannot be less than 128 bytes.) (RecordSize) How many records will be imported? (RecordCount) Will new imports replace or append records already imported? How many do-not-call records will the system contain at any one time? (DoNotCallCount) Estimate the contact table size using one of the formulas below: If imports are usually overwrite imports: Do not change record count If imports are usually append imports: RecordCount = total number of rows that will be kept in a customer table at any one time contact-table-size = RecordSize * RecordCount * 1.18 Estimate the dialing list table size using one of the formulas below: If imports are usually overwrite imports: RowCount = number of rows imported * 1.5 (50% more rows will be inserted into the dialing list than imported) If imports are usually append imports: RecordCount = total number of rows that will be kept in all customer table at any one time * 1.5 dialing-list-table-size = rows in dialing list * 128 bytes * 2.26 Estimate the do-not-call table size using this formula: do-not-call-data-size = total number of rows that will be kept in the do-not-call table at any one time * 64 bytes * 1.18 (this is the index multiplier, meaning that 18% more space is required for the index). Step 5 Calculate the database size using this formula: contact-table-size + dialing-list-table-size + do-not-call-table-size. Estimating Database Size Outbound Option uses the ICMDBA tool s Estimate Database function to estimate database size. Use this tool to determine the amount of space needed for the Outbound Option private database to provide for importing and merging all customer records. The ICMDBA tool is included with ICM software and is located in the \icm\bin directory. This tool provides a central utility to manage ICM database administration. Use this tool to: 3-21

86 Creating a Private Outbound Option Database Chapter 3 Outbound Option System Setup on Avaya DEFINITY ACD Estimate size and bandwidth requirements for databases. Create, edit and delete central databases, local databases, and historical database for installed ICM customers. Resize database devices. Recreate a database. Import/export data to/from databases. View database properties. In addition to these tasks, use the ICMDBA tool to start or stop a server, and to do some limited SQL server configuration. Refer to the ICM Administration Guide for Cisco ICM Enterprise Edition for information about the ICMDBA tool. How to create a private Outbound Option database using ICMDBA Step 1 Step 2 Step 3 Step 4 Step 5 Start ICMDBA by entering ICMdba in Microsoft Window s Run dialog box or command window. Select Database > Create (or click the right mouse button and select Create). In the Create Database window, enter the following information for the database: Database Type. Specify the Outbound Option database type. ICM Type. Specify whether this is a Standard, NAM, or CICM (Customer ICM) system. Region. Specify regional information for UK, N.America, France, or Australia. Partitions. If partitioning is enabled, check this box and specify the maximum number of partitions allowed for the customer (1 through 5). Click Add Device. This button invokes the Add Device window. Use this window to create a new data device and log device for the Outbound Option database. Specify the disk drive letter and size in megabytes for each new device. Click OK to create the device. If necessary, you can later edit the device to change storage size, or remove a device, using the Expand Database function. When finished adding the devices, click OK to return to the Create Database window. When you have finished entering information in the Create Database window, click Create to close the window and create the database. 3-22

87 CHAPTER 4 Verifying the Installation This chapter provides a series of verification steps to determine if the system has been configured properly. These steps are designed to pinpoint any problems that might exist in the setup before actually attempting to deploy the Dialer. If problems occur while using this product, please refer to this process before contacting Cisco Technical Support. This chapter assumes that the Outbound Option application is installed and at least one Dialer has been configured along with its associated port map. This chapter also assumes that the Dialer port map has been exported and configured on CallManager using the BAT tool (if using IPCC Enterprise). Verifying Critical Configuration Steps Verify the following: In the Dialer Configuration Component, click the Port Map Selection tab and ensure the Dialer is assigned to a CallManager PG. Verify that the CallManager Call Waiting option is enabled on all agent phones. (CallManager Release 4.0(0) and later users do not need to enable this option since it s enabled by default.) See Chapter 2, Outbound Option System Setup on Cisco IP Contact Center Enterprise and Cisco System IPCC, for detailed information about these items. Verifying the ACD/CallManager Connectivity First, verify that each Dialer is able to place calls on the ACD (for a TDM installation) or CallManager (for an IPCC Enterprise installation). A diagnostic utility, DialogicTest, is installed on the Dialer machine in the \icm\bin directory. From the \icm\bin directory, execute DialogicTest as follows. How to verify connectivity on TDM installation Step 1 For a TDM installation, simply type DialogicTest and press Enter. 4-1

88 Verifying the ACD/CallManager Connectivity Chapter 4 Verifying the Installation The Outbound Option IP Dialer must be shut down before running DialogicTest. How to verify connectivity on IPCC Enterprise installation For an IPCC Enterprise installation, determine the Dialer s peripheral ID before executing the DialogicTest utility. This value can be obtained from the Dialer table stored in the Side A database of the ICM Logger. Using SQL query analyzer, run the following query on the Side A database: Select * from Dialer Match the DialerName column with the Dialer that is being configured and note the peripheral ID (stored in the DialerID column). This ID will be used when launching DialogicTest. Caution The Outbound Option IP Dialer must be shut down before running DialogicTest. Step 1 From the \icm\bin directory on the Dialer, type the following to run the DialogicTest utility: where: Dialogictest softphone <number of ports in the Dialer port map> <CallManager name or IP address> <dialer ID> <starting channelid> <custname> The CallManager name or IP address indicates the CallManager TFTP server machine. The dialer ID is the numeric identifier obtained above from the Dialer table. The starting channel ID indicates the first port ID in the Dialer (usually 0). This creates simulated Dialer ports based on the port map configuration. The custname is the ICM customer name. 4-2

89 Chapter 4 Verifying the Installation Verifying the ACD/CallManager Connectivity The following example displays the command syntax and the output log messages. Step 2 Choose a phone station on the ACD (or CallManager for IPCC Enterprise) which has a caller ID display and note its phone number. This phone station is called to validate connectivity between the Dialer and the station. Using DialogicTest, dial this station using the following syntax: >d 0 <station #> 30 where d is the abbreviation for Dial, 0 is the first channel in the port map, station # is the actual number to reach the phone station, and 30 represents the amount of time DialogicTest attempts to ring the phone station. For example, to dial station 51001, the command would be >d The following example displays the command syntax and the output log messages. 4-3

90 Verifying the Dialer Port Map Configuration Chapter 4 Verifying the Installation This syntax causes the phone station to ring and display the calling number, which is the station identifier of the first port in the Dialer port map. Answer the phone station and speak into the receiver. The DialogicTest utility notes that voice was detected. If the phone does not ring, the Dialer does not have basic connectivity with the switch and will not work properly. Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for help in determining where the problem occurs. Verifying the Dialer Port Map Configuration Now that basic connectivity has been verified, it is important to verify that the port map which was configured in the ICM configuration matches the configuration of the switch (or CallManager for IPCC Enterprise). The DialogicTest utility is again used for this process. Caution The Outbound Option IP Dialer must be shut down before running DialogicTest. How to verify the Dialer port map configuration Step 1 Step 2 Step 3 Beginning with the first port of the port map (channel 0 in DialogicTest), dial the phone station used for testing above and verify that the calling number displayed on the station matches the first port configured in the Dialer port map in ICM software. For example, to dial station number 1234, use the following command: >d Hang up this channel by typing >h 0 and move to the next channel (channel 1) and dial the phone station again, similar to the following: >h 0 >d Verify that the calling number shown on the station matches the station number configured in the ICM Dialer port map. Hang up this channel by typing >h 1 and move to channel 2. Continue this procedure for the entire port map to verify that the station numbers configured in ICM software match the actual numbers on the switch. If there is a mismatch in this configuration, the Dialer will not work properly. If this is an IPCC Enterprise configuration and the BAT tool was used to configure the devices on CallManager, it is satisfactory to test only a few ports in the range. If the Dialer is connected to the switch using an Analog link, each port must be tested as it is possible to mis-wire this connection for a small number of ports, which creates problems in the Dialer that are difficult to find. 4-4

91 Chapter 4 Verifying the Installation Verifying the VDN / Script Selector Configuration Verifying the VDN / Script Selector Configuration Outbound Option places agents in the Reserved state prior to using them for an outbound call. The Dialer does this by either dialing the dialed number in a TDM installation or using the dialed number to route to an agent in an IPCC Enterprise installation. The following describes how to verify if this mechanism is working properly for both a TDM installation and an IPCC Enterprise installation. How to verify VDN/script selector configuration on TDM installation When a Outbound Option Dialer is installed in a TDM environment, the Dialer uses the dialed number to reach the longest available agent in a particular skill group. The dialed number maps to the VDN on the ACD. Step 1 Step 2 Log an agent into a skill group that will participate in an outbound campaign and make the agent available. ( the dialed number, which was configured in the Skill Group Selection tab in the Campaign Configuration Component.) If a different dialed number will be used for predictive and preview calls, make sure to verify both dialed numbers. Using the DialogicTest utility (or another non-agent phone station), dial the dialed number. The logged-in agent phone station rings. If the phone does not ring, refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions to determine where the problem occurs. How to verify VDN/script selector configuration on IPCC Enterprise installation When a Outbound Option Dialer is installed in an IPCC Enterprise environment, the Dialer uses the dialed number to make routing requests through the Media Routing (MR) Peripheral Gateway. The following verification steps assume that all the appropriate configuration and routing script generation has already been performed. Step 1 Step 2 Log an agent into a skill group that will participate in an outbound campaign and make the agent available. ( the dialed number, which was configured in the Skill Group Selection tab in the Campaign Configuration Component.) If a different dialed number will be used for predictive and preview calls, make sure to verify both dialed numbers. Run the ICM Script Editor application and select the Call Tracer utility from the Script > Call Tracer menu. Select the routing client associated with the MR PG and choose the Dialed Number. Press the Send Call button to simulate a route request and note the results. If a label was returned for the agent who was logged in above, the routing script is working properly and the Dialer will be able to reserve agents through this script. If a label is not returned while running this script, refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions to determine where the problem occurs. Verifying Reservation Call Answering As described above in the Verifying the VDN / Script Selector Configuration section, Outbound Option places agents into a Reserved state by either calling a VDN (TDM installation) or making routing requests and subsequent calls to an agent phone station (IPCC Enterprise installation). These calls are typically automatically answered by the Outbound Option Dialer without agent intervention. However, 4-5

92 Verifying Call Events Chapter 4 Verifying the Installation there might be times when it is desirable to have the agent s phone auto-answered directly by the ACD (or CallManager). For Outbound Option to function properly, only use one of these methods to answer the agent phone, not both. How to verify auto-answer settings in TDM installation Step 1 Log an agent into a skill group, put them in the Ready state, and place a call to the VDN. If the agent phone automatically answers this call, disable the Auto-Answer reservation call setting, which is configured in the Skill Group Selection tab of the Campaign Configuration Component. This setting is configured for each skill group, so make sure it is disabled for any skill group where the agent phone auto-answered the above call. Verifying Call Events How to verify Dialer ports configuration The Outbound Option Dialer receives call events from the CTI Server to monitor the status of each call, which originates at a Dialer port. In a TDM environment, these Dialer ports must be configured in the Peripheral Monitor tab of the PG Explorer tool in the ICM Configuration Manager in order to receive these events. In an IPCC Enterprise configuration, Dialer ports are monitored in a different manner and are automatically configured when a Dialer port map is created. Step 1 Step 2 Step 3 Turn up tracing on the CTI Server process (EMSTraceMask = 0xf8) by changing the Registry value. The location in the Registry varies depending upon customer instance and node name. The following example shows the correct registry path for customer name cust1 and node name CG1A: ICM\cust1\CG1A\EMS\CurrentVersion\library\processes\ctisvr\EMSTraceMask = 0xf8 Using the DialogicTest utility described above, place a call to a phone station as follows: >d 0 <station #> 30 Verify that the CTI Server window displays a CSTA_SERVICE_INITIATED event for this call. An example of a CSTA_SERVICE_INITIATED event is shown below. ( that this call originated at port 8000 (the value after the decimal point for the initiatedconnection field), which is the station number for the first port on this example Dialer.) 10:53:54 Trace: CSTA_SERVICE_INITIATED - initiatedconnection= (s) localconnectioninfo(1)=cs_initiate cause=-1 10:53:54 Trace: Line=0 LineType=LINETYPE_UNKNOWN Service=-1(-1) 10:53:54 Trace: SkillGroup=-1(-1) AgentExtension=8000 Repeat this process for different Dialer ports to ensure that they are properly configured in the Peripheral Monitor tab in the ICM Configuration Manager. 4-6

93 Chapter 4 Verifying the Installation Verifying Skill Group Monitoring Verifying Skill Group Monitoring The Outbound Option Dialer obtains real-time skill group information from CTI Server for each skill group it is monitoring. The monitored skill groups are configured in the Skill Group Selection tab of the Campaign Configuration Component. It is important to verify that the skills monitored here are the BASE skill groups and not sub-skill groups (.pri or.sub as a suffix to the skill group). This is enforced in ICM Release 5.0 and later, but previous releases of ICM software allowed sub-skill groups to be configured here. Verifying the Database Configuration Verify that the database configuration was set up for the SQL Server setting. Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Open the SQL Server Enterprise Manager. Right-click the <cust instance_baa> Outbound Option database. Select the Properties menu option. The Properties dialog box displays. Click the Data Files tab. Validate that the Automatically grow file checkbox is not checked. Click the Transaction Log tab. Validate that the Automatically grow file checkbox is not checked. Click the Options tab. Set the Recovery Model to Simple. Click OK. 4-7

94 Verifying the Database Configuration Chapter 4 Verifying the Installation 4-8

95 CHAPTER 5 Installing the Cisco CTI Controls This chapter describes the installation process for the Cisco CTI controls. It also describes the Cisco CTI Toolkit Outbound Desktop (Win32) for IPCC Enterprise. Outbound Option works with two CTI applications that offer different functionality: Outbound Option Integration with CTI OS : The CTI OS component provides an object-based interface to the CTI Server using the COM and C++ interfaces. These interfaces permit development of agent desktop applications that inteface with ICM software. The CTI OS interface is the preferred method of writing desktop solutions. Outbound Option Integration with CTI Toolkit (GeoDCS) : The Desktop Control Server (DCS) provides a simple CTI interface via ActiveX controls that permits third party developers to write agent desktop applications that can interface with ICM software. GeoDCS is a legacy interface. The preferred interface for writing agent desktop solutions is CTI OS. Perform the following procedures to install CTI controls to support Outbound Option on the desktop. Refer to the CTI documentation available online at Outbound Option Integration with CTI OS Outbound Option is fully compatible with the CTI OS CIL library and the CTI Toolkit Agent Desktop (Win32). While there are no Outbound Option-specific controls available for the CTI Toolkit Agent Desktop (Win32), a sample CTI OS Desktop (known as the Cisco CTI Toolkit Outbound Desktop (Win32) ), which supports Outbound Option, is shipped with the product (located in <Drive Letter>:\Program Files\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32 CIL\Samples\CTI Toolkit Outbound Desktop). In addition, the standard CTI Toolkit Agent Desktop (Win32) can be modified to display all Outbound Option ECC variables in the call variable grid. Be aware that CTI OS Release 7.0(0) and greater uses CTI Protocol 11. As a result, there are a few more CTI fields available in CTI OS (for example, call type, CampaignID, and QueryRuleID). 5-1

96 Chapter 5 Installing the Cisco CTI Controls When installing, make sure you install the CTI OS Client and select the CTI Toolkit SDK and the Win32 checkboxes in order to access the CTI Toolkit Outbound Desktop (Win32) sample. (See How to install the CTI Toolkit Outbound Desktop (Win32) for more details.) Refer to the CTI OS System Manager s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for information about adding ECC variables to CTI OS. Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for a sample.reg file which creates the appropriate Outbound Option ECC registry entries. (This registry file must be edited and run on the CTI OS server.) Once the Outbound Option ECC variables have been added to the standard CTI Toolkit Agent Desktop (Win32), the values can be set through the grid. (Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for a description of each ECC variable.) CTI Toolkit Outbound Desktop (Win32) The CTI Toolkit Outbound Desktop (Win32) is a duplicate of the standard CTI Toolkit Agent Desktop (Win32), but contains additional buttons (five Preview buttons and a Callback button) and a status text box. In addition, Outbound Option-specific call variables (CustomerPhoneNumber and CustomerAccountNumber) and ECC variables (BAAccountNumber, etc.) display on the desktop grid. (Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for more information.) The Preview buttons, Accept, Skip, Skip-Next, Skip-Close, Reject, and Reject-Close, are enabled at the appropriate time of a Preview call, and allow an agent to accept, skip, or reject the current customer. The Reject-Close, Skip-Next, and Skip-Close buttons are only available on the CTI OS Desktop, not on the GeoDCS Desktop. How to cancel a reservation call The Callback button is used by an agent to request a callback by the Outbound Option Dialer at a specific time and number. Based on the Outbound Option campaign settings, the callback might be for that specific agent or for any agent in that skill group. The status text box indicates the current Outbound Option mode in use for a particular call. See How to install the CTI Toolkit Outbound Desktop (Win32) for installation details. Refer to the CTI OS Developer s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for detailed information about how to develop CTI-enabled applications with CTI OS. These instructions only apply to CTI OS. The CTI Toolkit ActveX Controls (GeoDCS-based) are still available. Step 1 For Preview modes, cancel the reservation call by clicking the Reject button. Observe the following guidelines: If the agent is going on break, make sure the agent clicks the Not Ready button prior to clicking the Reject button; otherwise, the agent will be re-reserved almost immediately after clicking the Reject button. If the agent has already clicked the Accept button, then the agent must click the Hang Up button to drop the reservation call. 5-2

97 Chapter 5 Installing the Cisco CTI Controls Step 2 When a Preview reservation call ends, the Dialer also ends the customer call. In Predictive/Progressive modes, if other agents are available, or the Abandon to IVR route point is configured, the customer call continues. For Predictive mode, cancel the reservation call by clicking the Not Ready button and then hang up the reservation call. How to install the CTI Toolkit Outbound Desktop (Win32) Step 1 Install CTI OS Client and make sure the CTI Toolkit SDK and the Win32 checkboxes are selected. Refer to the CTI OS System Manager s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for detailed information about installing the CTI Toolkit SDK. Step 2 Access the CTI Toolkit Outbound Desktop (Win32) from the following location: <Drive Letter>:\Program Files\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32 CIL\Samples\CTI Toolkit Outbound Desktop Step 3 Double-click the CTIOSOutOptSSoftphone.exe file. The CTI Toolkit Outbound Desktop (Win32) displays. Callback Dialog Box An agent can schedule a callback (either in Preview or Predictive mode) at any time during a call or while in the wrap-up state after a call is completed (if wrap-up is enabled). Depending upon the Outbound Option campaign settings, a Personal Callback or a regular callback can be scheduled. The Callback button is enabled when the customer call is transferred to the agent desktop. A Callback dialog box displays with the callback information, similar to that shown in Figure 5-1. Figure 5-1 Callback Dialog Box The Callback dialog box contains the current local time for the customer and the customer s phone number. The customer s local time is determined by the current time and the value of the BATimeZone variable, which normalizes the time to the customer s local time zone. The customer phone number is extracted from the ANI call context variable. 5-3