What is inbound and outbound in UCCX?

[rjunaid.sh]

Hey people, am learning UCCX and am unable to understand inbound and outbound campaign and Gateways, i would really appreciate any one who will help me to understand this.

[jason-mcgee]

Inbound: Usually set up as queue, i.e. Customer Service, where you will route inbound calls to the appropriate department and the appropriate person with the right level of skill.

Outbound: Usually used for telemarketing, but can be used for appointment confirmations, surveys, etc. The system will make the call to the person identified in the campaign. For direct preview if you upload 100 phone numbers it will send the information to the rep, the rep will choose to accept or deny it, if the rep accepts it the system will place the call without any additional steps, such as dialing the number. If you use predictive dialing, will you will an additional IVR component and the system will place the call automatically, the customer will hear a message is so designed, such as, "Please hold for the next available representative.

Gateways: This is the piece of equipment, i.e. router where the phone call is placed.

This is a very rough outline, there is a lot more to each category, but that would require a lot of typing.

[rjunaid.sh]

Thanks for the explanation, but i have one more question related to outbound dialer.

In uccx our which application work as Dialer like my question is how we configure dialer to perform such action and from where we do that

[jason-mcgee · Accepted solution]

rjunaid,

You have to have UCCX Premium licenses to utilize the outbound function. If you are using IVR and predictive dialing you will need an IVR component.

The licensing requirements for Outbound feature in Unified CCX will vary depending on the dialing modes.
• For Unified CCX Outbound Direct Preview Dialer — The Unified CCX Outbound Direct Preview Dialer feature is automatically available with Premium license package without any additional license. It is no longer available with Enhanced license.
• For Unified CCX Outbound IVR Dialer — You need to upload an Outbound license on top of the Unified CCX premium license with the required number of IVR ports that you would like to use for the Outbound feature.
• For Unified CCX Outbound Agent Dialer — You need to upload an Outbound license on top of the Unified CCX premium license with the required number of agent seats that you would like to use for the Outbound feature.

Direct Preview Dialing Mode

The direct preview dialing mode allows agents to preview a customer call on Cisco Finesse before the call is placed. The advantage of this mode is that an agent is already on the call when the customer answers and can quickly begin talking with the customer immediately.

Progressive Dialing Mode

In the Progressive Dialing mode, you can specify a fixed number of lines that will always be dialed per available IVR port or per available agent. You can configure the progressive dialer settings for each campaign while creating the campaign through Unified CCX Application Administration web interface. You can also update the configuration at a later date.

Predictive Dialing Mode

The Predictive Dialing mode works similar to the Progressive Dialing mode in terms of dialing the Outbound calls. The difference remains in tuning the lines per port or per agent depending on the abandoned call-rate thus eliminating manual intervention as in the case of the Progressive Dialer. In other words, in the Predictive Dialing mode, the Dialer adjusts the number of customers to dial per available IVR port or per available agent. The number of lines to dial is calculated by an algorithm and gets updated automatically.

[rjunaid.sh]

Thanks that was really helpful :)

I have one more question am unable to understand UCCX parent and child concept like how that that parent and child concept work? And how many childrens one parent can have? As many as he want? And in CUCM how many subscriber one publisher can have? 

[jason-mcgee · Accepted solution]

rjunaid,

UCCX can have one redundant server: an HA server. CUCM can have either 15 or 16 subscribers, I don't remember which. Then it can get really complicated, because you can use multiple clusters as well.

Anthony Holloway

Maren Mahoney

Jaime Valencia 

and a few others that have already configured these mega clusters would be your best bet on substantive and accurate information. I have only configured smaller systems up to 8 subscribers and 20 small remote sites. If you are looking to do multiple call centers the three above and a few others are your best bet for advice. Provide the set up you are looking to accomplish in detail and they can jump in.

This is just a small example below, but you could have Multiple Unity clusters as well and connect them so that even though only one cluster is active, it can back up active content so if you were to lose the primary cluster, you could bring the secondary cluster online. There are so many possible combinations if everything is correctly configured.

Main Site: 

CUCM 1 Publisher, 3 Subscribers

UCCX 1 Publisher, 1 High Availability server

CUC 1 Publisher, 1 Subscriber

Remote Site 1:

CUCM 2 Subscribers

Remote Site 2:

CUCM 2 Subscribers

etc.