Before You Begin
Review Cisco Outbound Option Description in the Solution Design Guide for Cisco Unified Contact Center Enterprise to learn about deployment options and other design considerations.
The following sections discuss considerations for Outbound Option installations.
System Requirements
System requirements for Outbound Option include the following:
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Choose a Region on Windows Server that includes a 12-hour time format. Outbound Option assumes that times are in a 12-hour format. If you choose a Region that only has a 24-hour format, such as Spanish (Spain), the Outbound Option configuration tools do not work properly.
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A working Unified CCE system that has the following:
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Router and Logger
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Administration & Data Server
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Agent PG, Unified CCE Generic PG, or System PG
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MR PG
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CTI Server
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Unified CM connectivity with agents and CTI Route Points
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If you plan to use the transfer to VRU feature, configure a VRU deployment that supports transfer to VRU. See your Unified CVP, Unified CCX, or third-party VRU documentation for instructions.
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Your system must meet the hardware and software requirements as listed in the following documents:
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Virtualization for Unified Contact Center Enterprise at https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-unified-contact-center-enterprise.html
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Contact Center Enterprise Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html
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T1 PRI, E1 PRI and CUBE interfaces to the PSTN are supported for Outbound Option SIP dialers. BRI, FXO, E1R2 will not work with Dialer.
Outbound Option Database
If you enable Outbound Option High Availability, ensure that the Logger virtual machine datastore is large enough to accommodate both the Logger database and the Outbound Option database on Logger Side A and Logger Side B. For more information on drive space, see Outbound Option High Availability
VRU Integration
The Dialer uses the VRU for unassisted treatment of customer calls depending on campaign configuration for abandoned calls, answering machine treatment in an agent campaign, or for unassisted transfer to VRUcampaigns.
Unified CVP deployments might require Media Termination Point (MTP) resource allocations for calls that are transferred to the VRU from the dialer.
Auto Answer Settings
Outbound Option is flexible when configuring auto-answer, depending on the system requirements. The main determining factor is whether the business requires the Outbound Option agent to hear a zip tone. Using an agent zip tone increases the transfer time line by almost one second.
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