Gestión de los Riesgos del Proyecto

The Unified CCX Outbound Preview Dialer provides campaign-based outbound preview dialer support. Each inbound Premium seat provides one outbound seat. This means that, if you have 100 inbound seats, you can have up to 100 agents logged in and up to 100 agents handling outbound calls at the same time.

The following table lists the Outbound Preview Dialer availability in each Unified CCX package.

Table 14: Outbound Preview Dialer availability for each Unified CCX package

Standard Enhanced Premium License Not available Not available Included Outbound User

The following table describes the Outbound Preview Dialer features that are available in each Unified CCX package.

Table 15: Outbound Preview Dialer Features available in each Unified CCX package

Standard Enhanced

Premium Feature

General System Features with Server Software

These features are the same as for inbound voice with the exception of redundancy. Note

Not available Not available

Deploys and executes co-loaded on the same virtual machine or bare metal server as the inbound voice server. Hardware configuration

Outbound Voice Seats

Cisco Unified Contact Center Express overview and packaging Unified CCX Outbound Preview Dialer

Standard Enhanced Premium Feature Not available Not available

Unlimited (no software limitations) Maximum number of configurable outbound agents supported Not available Not available 100 Maximum number of

active outbound agents supported Not available Not available 42 Maximum number of outbound supervisor positions supported Not available Not available Concurrent user Outbound license type

Outbound Preview Dialer Features

Not available Not available 15 Maximum number of active outbound campaigns Not available Not available 10 Maximum number of CSQs per outbound campaign Not available Not available 10,000 Maximum number of

active contacts per outbound campaign

Integrated CTI and Screen Pop Features with Cisco Unified Contact Center Express Seat License Not available

Not available Included

Populates customer's name, account number, and phone number dialed

Not available Not available

Using CAD task button Start any Microsoft

Windows-compatible application

Not available Not available

Using CAD task button Send information to any

Microsoft

Windows-compatible application

Integrated PC-Based Agent Desktop Features with Cisco Unified Contact Center Express Seat License Not available

Not available Included

Ability for agent to initiate on-demand recording

Not available Not available

Included Ability for supervisor to

use Silent Monitor, Barge-In, and Intercept

Cisco Unified Contact Center Express overview and packaging

Standard Enhanced Premium Feature Not available Not available Included Ability for agent to

accept, reject, or skip outbound contact. Agent can reclassify call to any one of many call results, such as Busy, Fax and Answering Machine.

Not available Not available

Included Ability for agent to mark

a contact as "Do not call" for a particular campaign

Integrated IP Phone-Based Agent Desktop Features with Cisco Unified Contact Center Express Seat License

Not available Not available

Included VoiceXML for ASR,

TTS, and DTMF

Integrated PC-Based Supervisor Desktop Features with Cisco Unified Contact Center Express Seat License

Not available Not available

Included View agent activity in

real time

Not available Not available

Included Support for Cisco IP

Communicator: No Cisco IP Phone required for agent phone

Not available Not available

Included Coaching: Provide agent

guidance through chat

Not available Not available

Included Silent Monitor: Listen in

on an agent's call

Not available Not available

Included Ability for supervisor to

use Silent Monitor remotely from any phone through a dial-in IVR session Not available Not available Included Barge-In: Join in on an agent's conversation Not available Not available Included Intercept: Take a call

from an agent

Not available Not available

Included Record: Capture and

archive call audio

Integrated Historical Reporting with Cisco Unified Contact Center Express Seat License Not available Not available Included Preview Outbound Campaign Summary report

Cisco Unified Contact Center Express overview and packaging Unified CCX Outbound Preview Dialer

Standard Enhanced Premium Feature Not available Not available Included Preview Outbound Agent

Detail Performance report Administration

Not available Not available

Included Campaign Management:

Administrators can create and configure campaigns. They can specify a daily time range during which outbound calls are made and a set of CSQ to specify whose agents make the outbound calls, They can also specify and import a list of customer contacts to be called.

Not available Not available

Included Area Code Management:

Administrators can add mappings from area-code to time zone for

non-North American locations. This information is used to determine the customer contact current time before placing an outbound cal.

Not available Not available

Included Ability for administrator

to mark "Do not call" contacts as "Do not call" across all campaigns

Web Chat

Unified CCX Premium provides the facility for end users to initiate a chat session with the agent, from a website, typically the public website of the organization using Unified CCX. Unified CCX provides separate agent and supervisor web application, real-time, and historical reports for Chat.

The chat functionality requires Cisco SocialMiner to be deployed, where SocialMiner acts as the endpoint that hosts the widgets that end users and agents use during the chat session. SocialMiner accepts the chat request, communicates with Unified CCX to allocate an agent for the chat and then establishes the chat session between agent and end user.

The Unified CCX queues the chat requests from SocialMiner, allocates agents, and monitors the chat session. Further, it facilitates agent state changes and provides the real-time and historical reports for the Chat. The availability of Inbound Web Chat functionality for various Unified CCX packages is given here:

Cisco Unified Contact Center Express overview and packaging

Standard Enhanced Premium Contact Channel No No Yes Inbound Web Chat