There are two features here: blended preview outbound dialing and outbound IVR. They do not overlap, either in configuration or in functionality.
Blended Preview Outbound is a call list you load which is then offered to agents. It is a PREVIEW because the agent is shown the call information and asked to accept it. If they do CAD makes the outbound call for them and the agent is responsible for doing all the talking as well as any call reclasification (e.g. answering machine, do not call request, etc.) All you configure with this is the campaign, associate a CSQ, and enable the buttons in CDA.
The Outbound IVR feature on the other hand offers PROGRESSIVE or PREDICTIVE dialing modes and connects the caller to an AEF script. An agent is only involved if you use a Select Resource step, typically through an opt-out or speak-to-an-agent option. You should not use this feature if you intend most or all of the calls to connect with an agent. This is because the dialer does not monitor a CSQ for agent availability, only whether it has enough licensed outbound IVR ports to handle the percentage of calls that actually answer. Think appointment reminders.
Can we use with this license for Predictive and Progressive IVR based campaign or only Preview Outbound Dialer can be configured ?
Blended Preview is included in CCX Premium. Only Outbound IVR ports are licensed.
Can I get some DOC or presentation in detail along with IVR sample script to be configured for OBD?
I believe the administration guide is the only document currently on CCO.
No scripting required, just the Subsystem > Outbound config.
The admin guide walks you through it. Let me know if you have config questions after looking through the linked chapter.
Yes it is blended and you can stipulate what percentage of the agents skilled in the CSQ are considered for outbound calls; however, once an agent is on an outbound call they are left alone until the call ends. The engine won't drop an outbound call to force an inbound on onto the agent.
The SIP gateway is related to Outbound IVR, not Direct Preview.
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