functionality that is automatically enabled at setup, provides automatic
outbound dialing capability.
The Outbound Option Dialer, which places outbound calls to customers and connects these calls with agents, assigns and connects
calls differently than regular Unified CCE
routing. Report data for agents handling Outbound Option calls therefore differs from data for agents handling typical
voice calls and multichannel tasks.
To interpret agent
data for Outbound Option tasks, understand how Outbound Option reserves agents,
reports calls that are connected to agents, and handles calls dropped by
customers before the calls are connected.
When the Outbound
Dialer starts a call to a customer, it reserves the agent assigned to handle
the call. The Outbound Dialer places a reservation call to the agent and changes the agent's
state to Hold. This reservation call is reported as a Direct In call to the
For typical voice calls, the agent is placed into Reserved state when Unified CCE
software reserves the agent to handle a call. The agent's state is reported as Reserved. For Outbound Option calls, reports
show the agent in Hold state when reserved for a call. The time that agent spends reserved is reported as Hold Time.
When the customer
answers the call, the Outbound Option Dialer transfers the call to an agent.
The call reports as a Transfer In call to the agent. When the customer
call transfers to the agent, the Dialer drops the reservation call and
classifies it as Abandon on Hold.
For more information about Outbound Option termination call detail records, see the Outbound Option Guide for Unified Contact Center Enterprise.
The abandoned call
wait time, set in the Campaign Configuration screen, determines how calls are
reported if the caller hangs up. Calls are counted in the Customer Abandon
field in both Real Time and Historical campaign query templates only if the
customer hangs up before the abandoned call wait time is reached.