How Finesse handles outbound call from Cisco Outbound Option (Dialer)?

[rkhoo]

Hello all,

COO dialer supports predictive, progressive and preview dialing. In predictive dialing, COO will place calls ahead of time.  When a call is answered,  seemly by a person, dialer will 'give' the call to an outbound agent in Finesse.

I assume Cisco dialer (COO or via IVR) doe snot support nailed-up mode ( where outbound agent are involved in a single very-long call during their outbound campaign.)

My questions:

1. When Finesse agent received a connected call from the predictive dialer, does it appeared as an inbound queue call?

2. Are there any Cisco dialer deployment caveat that should be watched when Finesse is used to handle connected calls.

Thanks

Ronald

[dlender]

It seems you are missing a basic understanding of our Outbound feature. We recommend that you review the 10.5 Finesse agent guide doc link and 10.5 CCE design guide and familiarize yourself with the feature.

http://www.cisco.com/c/en/us/support/customer-collaboration/finesse-10-5-1/model.html

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_10_5_1/Design/Guide/UCCE_BK_UBCCA467_00_ucce-design-guide.html

To answer first question .. Yes it comes in as inbound call but it is not a queued call.

It seems like you are inquiring about general caveats, which are documented in the second link above.