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IVR and Agent Progressive and Predictive Outbound

Hi all, hope somebody can help me.

 

Cisco UCCX Administration Guide Says

IVR and Agent Progressive and Predictive Outbound

&

For agent predictive and agent progressive outbound calls, disable the Call Waiting option on the agent's phone to allow agents to preview a customer call on Cisco Finesse before the call is placed. The Call Waiting option must be disabled (default) in Unified Communications Manager on each Outbound agent phone to ensure that every customer call successfully transfers to an available agent.

 

But in datasheet only says (for premium license)

Advanced outbound (outbound IVR for predictive and progressive dialing) - May require Campaign Management software.

 

  1. It's possible to connect a Predicitive Call to an Agent?
  2. What management software campaign refers datasheet to?

 

1 REPLY 1
david.macias
VIP Engager

1. Yes predictive is supported.

2. This is a nice to have as the campaign management capabilities of UCCX are limited. You have vendors like Acqueon who have whole products to enhance UCCX and UCCE functionality.

 

david

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