Hello, We are looking for a product in house that automatically makes outbound calls that when a customer picks up it plays a message and gives the customer an option to hit a button and be transferred into our queue.
Does anyone have any experience and or recommend a product that would do this. I have found numerous hosted applications to do this but we are looking to keep this in house.
We were looking at the outbound option from Cisco but it looks like we can't make it play a message when it makes the outbound call. It looks like it automatically routes it to an open agent.
Cisco Outbound option will support what you are describing. In the Cisco Outbound Option configuration guide, search for 'Transfer to IVR'. This does require that you have a full blown UCCE Deployment (ICM, CallManager, CVP/IPIVR). Here is an exerpt from the document. - "The transfer to IVR feature provides Outbound Option on IPCC Enterprise with another outbound mode. This mode causes the Dialer to transfer every customer call associated with a specific skill group to a service control-based IVR instead of an agent. This feature allows a contact center to run unassisted outbound campaigns using pre-recorded messages in the Cisco IP IVR and Cisco CVP products."
You are correct the built-in Outbound capabilities in UCCX do not allow automated message campaigns. With a customized application however this can be done with UCCX. You would need to either develop this application in-house or work with a Cisco partner to provide you with one. The basic idea is the application would automatically trigger UCCX scripts via HTTP triggers, and those scripts would place calls to customers and play messages.
IntroductionCUCM Routing RulesDial String implementation PolicyCUCM Routing LogicSIP URI Call Routing Analysis+++ Case Study: 1 ++++++ Case Study: 2 +++Conclusion
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