CCX Outbound dialer is not available with Finesse?

[tomc101010]

Hello everyone,

Since I am pretty new in a CCX "Outbound campaign" world, could anyone please explain what this means in CCX 12.5 Design guide?

Unified CCX Outbound Dialer

Unified CCX supports the following outbound dialers with Cisco Agent Desktop:

• Unified CCX Outbound Preview Dialer
• Unified CCX Outbound IVR Dialer

Note: Outbound dialer is not available with Cisco Finesse.

CAD in not supported in CCX 12.5 (or I miss something)!

What should agents use if Finesse is not supported?

BR,

TC

[Jonathan Schulenberg]

Finesse supports direct preview, progressive, and predictive campaign types. Looking at the current Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5(1) SU2, you omitted the two paragraphs of text that proceed that note callout. Read in context, I interpret that statement to reference the IVR campaign type - which makes sense since it's just executing an IVR script when the call is answered. An agent using Finesse wouldn't be involved unless the script logic invoked the Select Resource step or redirected the call to another CCX Trigger. In either event, that would be treated as an inbound queued call; the outbound subsystem did it's thing.