hythamhadad wrote:
I need to confirm that I need outbound preview dialer license beside my Premuim license for outbound feature to work
No not required. Each inbound Premium seat provides one outbound seat. This means that, if you have 100 inbound seats, you can have up to 100 agents logged in and up to 100 agents handling outbound calls at the same time.
page 30 of UCCX 8.5 SRND confirms above details ( also see the screenshot below ) http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/design/uccx851srnd.pdf
hythamhadad wrote:
Also Will I prepare the list manually ? and will it predict answer machine and FAXs or not ?
Yes, the call list needs to be prepared manually, automation is not possible as of yet.
Outbound Preview cannot detect an answering machine, fax, or modem. The agent should manually reclassify the call to "answer machine" or "fax" from the desktop. The contact will be called again using the same number in the case of "answer machine" or using an alternate number in the case of "fax."
Whereas with Cisco Unified CCX Outbound IVR Dialer, Call progress analysis (CPA) capabilities of the SIP Voice gateway are used to filter non live contacts (which could be fax, answering machine, no answer etc). Live calls which are answered by a customer contact are transferred to a CTI route point to be serviced by an associated IVR application.
Above details are also taken from SRND guide. I believe UCCX SRND guide is much better organized than any other products'. Pls refer it to get all your queries answered before hand.
Pls rate the post if it helps.
GP.
