Currently we have a customer who have a IPCC Enterprise 7.0 with CCM 6 and Outbound option enhabled, he needs a dialer that able to present all the records of a row to the same agent and going from first to last telephone number of the same row before it give another record to the agent.
Outbound Option provides four outbound dialing modes:
Preview: After the agent is reserved, Outbound Option sends the next call candidate's information to that agent's desktop.
Direct Preview: This mode allows agents to initiate customer calls from their phone using a CTI make_call request instead of having the Dialer place the call.
Predictive: Unlike Preview mode, Predictive mode does not give the agent a choice in deciding whether or not to accept a call. Instead, if an agent is logged into a skill group, the agent must take the call.
Progressive: Progressive mode, also known as âpower dialing,â allows the administrator to specify a fixed number of lines to dial per agent instead of using an outbound dialing algorithm to determine the number of lines.
Outbound Option User Guide for Cisco ICM/IPCC Enterprise 7.0:
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