UCCX Outbound dialer vs. inbound voice calls

[Finnur Eiriksson]

Hi

I have been searching for detailed information on how calls from outbound campaigns are distributed in UCCX. I can't find detailed enough information that tells me what I need. Can someone please fill me in?

I need to know what priority Outbound campaign calls have in relation to inbound voice calls in UCCX and is it possible to change that priority? If there are inbound voice calls in the queue, is there any way an older outbound call will be presented to an available agent or is the voice call always served first?

I'm trying to replace a callback function with outbound campaigns but with the tests I have done the only way outbound calls will be dialled is if the inbound queue is empty when agents become ready.

Thanks

Finnur

[Deepak Rawat · Accepted solution]

Finnur,

By default, inbound calls will take precedence over the outbound calls that need to be dialed out by the dialer when it comes about connecting the call to an available agent and this cannot be changed. What all you want to know about the Outbound Dialer (types of Outbound Dialer, configuration, mode of dialing etc) is covered in the below two guides:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/design/guide/UCCX_BK_CBB99111_00_cisco-unified-contact-center-express.html

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/config/guide/UCCX_BK_CEC562D1_00_cisco-unified-ccx-administration-guide106.html

Regards

Deepak

- Rate Helpful Posts -