Unified CCE Configuration for Outbound Option
This section provides procedures for configuring Unified CCE for Outbound Option.
Unified CCE System Configuration for Outbound Option
The following table lists the steps required to set up your Unified CCE system to handle the optional Outbound Option components.
Step |
Task |
See |
---|---|---|
1 |
Configure the Unified CCE PG. |
Configure the PG |
2 |
Configure the Dialer component. |
Configure Dialer Component |
3 |
Configure the port map. |
Configure Port Map |
4 |
Create a Network VRU. |
Create a Network VRU |
5 |
Configure the Media Routing PG. |
Configure Media Routing PG (MR PG) |
6 |
Configure a skill group. |
Configure Skill Group |
7 |
Create a dialed number. |
Create Dialed Number |
8 |
Create a translation route to a VRU. |
Unified CCE Documentation |
9 |
Configure system options. |
Configure System Options |
10 |
Enable ECC variables. |
Enable Expanded Call Variables |
11 |
Enable packet capture. |
Packet Capture for Troubleshooting |
Configure the PG
Procedure
Step 1 |
In ICM Configuration Manager, open Tools > Explorer Tools > PG Explorer. |
Step 2 |
Click Retrieve, and then click Add PG. |
Step 3 |
Enter the name (for example, PG1). |
Step 4 |
Select the Client Type, either Call Manager, CUCM, or Generic. |
Step 5 |
Click Add Peripheral. |
Step 6 |
Enter the name (for example, PG1_PIM1). |
Step 7 |
On the Peripheral tab, check Enable post routing. |
Step 8 |
Select the Default Desk Setting from the drop-down list. |
Step 9 |
On the Routing Client tab, enter the routing client name (for example, PIM1_Voice). |
Step 10 |
Click Save. |
Step 11 |
Record the assigned Logical Controller ID for later use: ____________________. |
Step 12 |
Record the assigned Peripheral ID for later use: ____________________. |
Configure the Dialer Component
You deploy the Dialer as a single redundant pair for each Agent PG with agents who handle Outbound Option calls.
Procedure
Step 1 |
Make sure that all CCE services are running. |
Step 2 |
In the Unified CCE Configuration Manager, expand Outbound Option Option and double-click Dialer to display the Outbound Option Option Dialer configuration window. |
Step 3 |
Click Retrieve. |
Step 4 |
Click Add to add a new dialer. |
Step 5 |
Enter the required information on the Dialer General Tab. See the Configuration Manager Online Help for details of these fields. |
Step 6 |
Click Save. |
Step 7 |
Select the Port Map Selection tab to display the port map configuration. See the Configuration Manager Online Help for details of configuring these mappings. |
Step 8 |
Click Add |
Step 9 |
Configure a set of ports and their associated extensions. A Dialer can support 3000 ports. The allowed Telephony Port range is from 0 to 2999. |
Step 10 |
Click OK. The port mappings appear on the Port Map Selection tab. |
Step 11 |
Click Save to save all the configuration information. |
Create a Network VRU
Create a Type 2 VRU to use during the Media Routing (MR) PIM setup.
Procedure
Step 1 |
In the Configuration Manager, open the Explorer tools. |
Step 2 |
Open the Network VRU Explorer tool. |
Step 3 |
Click Retrieve |
Step 4 |
Click Add Network VRU |
Step 5 |
In the Network VRU dialog, enter a Name for the VRU. |
Step 6 |
Set the Type drop-down list to Type 2. |
Step 7 |
Record the VRU name: ______________. |
Step 8 |
Click Save. |
Note |
See the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html for detailed information about the Unified CCE Configuration Manager tools. |
Configure Media Routing PG (MR PG)
Perform the following steps to configure the MR PG (for example, PG3).
Procedure
Step 1 |
In Configuration Manager, open the . |
Step 2 |
Click Retrieve, then click Add PG. |
Step 3 |
Enter the Name (for example, PG3_MR). |
Step 4 |
Select a Client Type of Media Routing. |
Step 5 |
Click Add Peripheral. |
Step 6 |
Enter the Name (for example, PG3_MR_PIM1). |
Step 7 |
On the Peripheral tab, check Enable post routing. |
Step 8 |
On the Routing Client tab, enter the routing client name (for example, MR_PIM1_Voice). |
Step 9 |
Set the Routing Type dropdown to None. |
Step 10 |
Set the Default call type to None. |
Step 11 |
On the Advanced tab, select the Network VRU from the drop-down list that you created during Unified CCE configuration for Outbound Option. |
Step 12 |
Click Save. |
Step 13 |
Record the assigned Logical Controller ID displayed on the Logical Controller panel for later use: ____________________. |
Step 14 |
Record the assigned Peripheral ID displayed on the Peripheral tab, for later use: ____________________. |
Configuration for Send to VRU Campaign
Follow these procedures to create and configure the VRU.
Note |
See Configuring Network VRUs and VRU Scripts in the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html for detailed information about the Unified CCE Configuration Manager tools. |
Configure Network VRU Type 10
Create a Unified CVP Type 10 VRU.
Procedure
Step 1 |
In the Configuration Manager, open the Explorer tools. |
Step 2 |
Open the Network VRU Explorer tool. |
Step 3 |
Click Retrieve |
Step 4 |
Click Add Network VRU |
Step 5 |
In the Network VRU dialog, enter a Name for the VRU. |
Step 6 |
Set the Type drop-down list to Type 10. |
Step 7 |
Record the VRU name: ______________. |
Step 8 |
Click Save. |
Note |
See the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html for detailed information about the Unified CCE Configuration Manager tools. |
Assign Type 10 Network VRU to VRU-PG
Procedure
Step 1 |
In Configuration Manager, open the . |
Step 2 |
Click Retrieve, then click Add PG. |
Step 3 |
Enter the Name (for example, PG_VRU). |
Step 4 |
Select a Client Type of VRU. |
Step 5 |
Click Add Peripheral. |
Step 6 |
Enter the Name (for example, CVP_PIM). |
Step 7 |
On the Peripheral tab, check Enable post routing. |
Step 8 |
On the Routing Client tab, enter the routing client name (for example, CVP_PIM_Voice). |
Step 9 |
Set the Routing Type dropdown to None. |
Step 10 |
Set the Default call type to None. |
Step 11 |
On the Advanced tab, select the Type 10Network VRU from the drop-down list that you created during Unified CCE configuration for Outbound Option. |
Step 12 |
Click Save. |
Step 13 |
Record the assigned Logical Controller ID displayed on the Logical Controller panel for later use: ____________________. |
Step 14 |
Record the assigned Peripheral ID displayed on the Peripheral tab, for later use: ____________________. |
Configure System Options
Procedure
Step 1 |
In Unified CCE Configuration Manager, expand Outbound Option, and then select System Options. |
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Step 2 |
Click the General Options tab and define the dialing time range to use for all your Outbound Option campaigns, and then click OK.
|
What to do next
Note |
If you have previously configured campaigns, you can update them now. Click the Bulk Update tab page and define specific dialing time ranges for phone numbers, and then click Update All Campaigns. |
Enable Expanded Call Context Variables
Perform the following steps to enable the expanded call context variables.
Procedure
Step 1 |
In the Configuration Manager, open . |
Step 2 |
Check Expanded call context enabled and save your change. |
Step 3 |
In the List tools, open the Expanded Call Variable List tool and click Retrieve. |
Step 4 |
Enable all BAxxxx variables (BAAccountNumber, BABuddyName, BACampaign, BADialedListID, BAResponse, BAStatus, and BATimezone). |
Step 5 |
Select each variable, and, in the Attributes tab, check Enabled. |
Step 6 |
Click Save. |
What to do next
By default, the solution includes the predefined BAxxxx ECC variables in the "Default" ECC payload. You can also create a custom ECC payload for your Outbound Option call flows. Always remember that you cannot use an ECC variable unless it exists in one of the ECC payloads that you use for a call flow.