Outbound Optimization and Troubleshooting Andrew Socha Technical Solutions

• Outbound Overview • Optimization Campaign Management Call Progress Analysis (CPA) and Answering Machine Detection (AMD) • Troubleshooting Reading log files • Fault Recovery • Common Problems/Questions and Solutions • Best Practices • Q & A © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 2

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 3

• A Complete Outbound Dialing Framework Includes basic Campaign Management Tool Allows for 3 rd Party Campaign Management Application for advanced management and complex calling strategies. • Fully Integrated into a Carrier Class Contact Center Architecture Robust Call Blending Capabilities Robust IVR Call Handling Capabilities Robust Scripting Logic via ICM Scripts CTI Desktop Controls for Blending © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 4

• Easy to use for Out-of-the-Box Campaigns: Agent-less IVR Campaigns (proactive notification) Simple Call Strategy Agent Campaigns • CPA (Call Progress Analysis) Features and Tuning Tuned by Campaign On/Off Capabilities SIP Dialer performs CPA in the IOS Voice Gateway directly while placing the call © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 5

Agents UCM Voice Gateways Customers TDM UCCE TDM Service Provider PG Central Controller Agent PG MR PG SIP Dialer Logger A: Import Campaign Manager © 2012 Cisco and/or its affiliates. All rights reserved. SIP Proxy (CUSP or CUPS) SIP Inbound SIP TDM Cisco Public 6

• 2 dialers per PG Pair (one active, one passive) • Up to 1, 500 ports per dialer / 60 cps • Up to 1, 000 agents per SIP dialer • Significant Total Cost Savings Over SCCP Dialer Fewer dialers (hardware cost, deployment and management) Fewer PGs to manage Fewer CUCM subscribers Predictive mode accuracy and efficiency improve as agent pools grow larger © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 7

Router MR PG MDS UCM PG MR PIM UCM PIM Logger CTI Server TCP/IP Import ODBC EMT SQL Server Campaign Manager EMT CTI OS TCP/IP SIP Dialer Agent SIP Administration & Data Server PSTN Voice GW Unified Call Manager © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 8

• Reads input files and updates the databased on the import rules defined. • Resides on Logger A • Import Options: Contact list / Do not call list CSV / Fixed format input file Overwrite / Append existing list Scheduled import / On file update © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 9

• Reads Dial List Tables based on query rules and provides contacts to dialer processes that reside on the PG. • Filters out numbers that are on the Do Not Call List. • Updates Dial List Tables with results of each outbound attempt. • Resides on the Logger A. • Campaigns are set up using the Campaign Configuration tool that resides on the Administration and Data Server. • Verifies that campaigns are executed within the parameters (such as time of day) as defined by the Campaign configuration. • Passes configuration data to the dialer when the Dialer process starts on the PG © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 10

5 Tabs used to configure campaigns 1. Campaign General Tab Contains options for controlling how the campaign will run. Dialing Options Dial settings Control of retries. 2. Campaign Purpose Tab Agent or IVR Campaign Call Progress Analysis Settings 3. Query Rule Selection Tab Select and configure Query Rules 4. Skill Group Selection Tab Select Skill Groups for the campaign 5. Call Target Tab Select phones to be dialed for each Zone. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 11

• Reserves Agents • Dials customers via SCCP or SIP. In SIP deployment communicates directly with GW. In SCCP deployment communicates with CUCM subscriber. • Performs call classification and passes results to Campaign Manager. • Balances port usage between different campaigns based on agent availability and skill group needs. • Adjusts Predictive Campaign ports per agent to keep abandon rate lower than limit set in the campaign configuration. • Resides on the server with the Agent PG © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 12

SIP Dialer SCCP Dialer Uses SIP to communicate directly with GW (or SIP-Proxy) to place outbound calls Communicates with CUCM via SCCP to place outbound calls No need to configure Unified CM translation pattern to support Campaign Automatic Number Identification (ANI) Need to configure Unified CM translation pattern to support Campaign ANI Perform CPA at gateway DSP resource Perform CPA at Unified CM Dialer port CPA supports both G. 711 and G. 729 codecs CPA supports G. 711 codec Supports 1500 dialer ports Supports 120 dialer ports Call Throttling supports 60 CPS per dialer Call Throttling supports 5 CPS per dialer. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 13

SIP Dialer SCCP Dialer need NOT be in proximity of voice gateway Dialer needs to be in proximity of voice gateway No need to configure dialer port on Unified CM Need to configure dialer port on Unified CM Supports warm standby architecture Does not support warm standby architecture Requires one MR PIM for MR PG Requires two MR PIMs for duplex SCCP Dialers, and one MR PIM for simplex SCCP Dialer Only connected outbound calls, which are transferred to agents or IVR, go through Agent PG and Unified CM All the outbound calls go through Agent PG and Unified CM © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 14

Progressive Dialer always starts the same number of calls each time an agent becomes available. Predictive Dialer periodically adjusts the number of calls started each time an agent becomes avail to keep the abandon limit. 1 Port is used to reserve the agent N Ports are used to dial customers 1 Port is used to reserve the agent. 1 – N ports used to dial customers Preview Direct Preview Agent is presented with the option of dialing the customer or not. If the agent accepts, the number is dialed. Similar to Preview – agent is presented with the option to dial the customer. When the agent accepts the agent’s phone is used to dial the customer. 1 Port is used to reserve the agent Agent hears the entire call including dialing and ringing. 1 Port is used to dial the customer © 2012 Cisco and/or its affiliates. All rights reserved. 1 Port is used to reserve agent and agent phone is used to place call. Cisco Public 15

Two scripts are needed for Outbound Option to work: 1. Administrative Script - Used to control what type of campaign is being run (progressive, predictive, etc. ) Used to control the percentage of agents in the skill group that will be used for outbound. 2. Agent Reservation Script Used to reserve agents for a skill, prior to starting outbound calls for the skill © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 16

Goal is to connect agents to customers All four campaign modes are available based on customer’s business needs It is best practice to configure abandon to IVR, and is often required to comply with telemarketing laws. Goal is to play a recording to customers or their answering machine. Can be set up as either a predictive or a progressive campaign. Different messages can be played based on CPA result, Voice or Answering Machine When an Answering Machine has been detected, calls can be sent to an IVR for treatment or dropped, rather than being sent to an agent. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 17

1 Text file is placed on Logger A UCM 5 MR PG Route Request Router Agent PG Logger Route Response 4 Call Transfer to Agent via CUCM 7 Request Agent Dial List Table 12 6 Agent Reserved 3 2 Dialer requests records Import process updates Dial List Table © 2012 Cisco and/or its affiliates. All rights reserved. 8 PG SIP Dialer GW Customer call placed 11 Dialer GW Transfer to Agent GW 9 10 GW dials customer and connects CPA Performed Is it Voice? Cisco Public 18

1 Text file is placed on Logger A UCM 8 MR PG Route Request Router IP-IVR PG Logger Route Response 7 10 Request IVR Location Dial List Table 4 Dialer requests records Import process updates Dial List Table © 2012 Cisco and/or its affiliates. All rights reserved. PG SIP Dialer 11 Dialer GW Customer call placed Dialer GW Transfer to IVR Call Transfer to IVR via UCM Receive IVR Location 3 2 12 9 GW 5 6 GW dials customer and connects CPA Performed Cisco Public 19

• Top priority is given to customers who have requested callbacks. This ensures they are called at the time that the customer requested. • Retries get second priority. A contact will be marked for retry after all the numbers associated with the contact have been tried once, and one or more of those numbers had a call result configured for retry. • Pending contacts get third priority. A customer record is considered to be pending until all of its eligible phone numbers have been tried once. • The default priority order can be changed by setting the Pending. Over. Retry. Enabled registry setting to 1 in the Campaign Manager, so that all numbers and records are tried once before retries are attempted. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 21

• When designing a system with Outbound Option, remember that one dialer port puts more load on the system than one inbound agent. • To estimate Outbound Option agent capacity for Agent PGs, use the one of the following formula: SCCP: Max agents = (Maximum PG agent capacity) – (4 x (# dialer ports)) SIP : Max agents = (Maximum PG agent capacity) – (1. 33 x (# dialer ports)) • Use the sizing tool to get a more accurate estimate. • Note that, by default, the sizing tool assumes 99% port utilization. • This does not allow for any growth or inaccuracies in campaign estimations. • Modify the port utilization to 75% to account for these factors. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 22

• Third party tools for List and Campaign Management enable more advanced outbound applications. Extend call strategy capabilities Feed campaign dial lists to the system Read dialing results to track strategy effectiveness and how effective the management is for a specific campaign in the system. • Acqueon (formerly known as Servion) LCM (List and Campaign Manager) • ALI Solutions (also known as Austin Logistics) On. Q Call Tech © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 23

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 24

• Predictive dialing systems use algorithms to control the ratio of outbound calls to agents. • Predictive dialers alter the outbound dialing rate depending on how many connections it manages to achieve. • Cisco’s Goal: Make enough outgoing calls to keep the Agents maximally busy as they free up from previous calls without exceeding the Abandon Call Rate Maximum. • This is achieved by adjusting the Ports Per Agent parameter. Ports Per Agent is the number of outgoing phone calls that are dialed for each free Agent. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 25

• Does not predict when an agent will be free. • Does not start calls before agents are available. • Does change the number of calls started for each agent based recent call history. • Does work to keep abandon rate below the limit configured for the campaign. • This is achieved by adjusting the Ports Per Agent parameter. Ports Per Agent is the number of outgoing phone calls that are dialed for each free Agent. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 26

• Adjustments are Call Based The dialer goes through its main loop once every 2 seconds. Raw call data is used as input for the algorithm Adjustments by the algorithm are based on a “statically significant” data set of voice connects or abandoned calls Avoids adjustments or corrections based on noise, such as time or dials • Adjustments are Capped To Avoid Large Fluctuations in Ports Per Agent Adjustments a Limit is Placed on Adjustments of Accommodate Many Small Adjustments Over Time as Opposed to One Large Adjustment © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 27

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 28

• Most customers will want to leave the new predictive parameters at their default values. • Advanced users my want to adjust these parameters to optimize performance The “Voice calls per adjustment” parameter (Pace) determines how often corrections are made The “Gain” parameter determines the size of the Ports Per Agent change made. The Pace and Gain parameters work together to define a rate at which the PPA adjusts. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 29

• Power Dialing - Lines per Agent Preview – Ignored (Always 1) Progressive – Used as Defined Predictive – Used as the Initial Value (Seed) • Dialing Options – Maximum Lines Per Agent Predictive – Maximum for Dialing (Minimum is “Lines per Agent” from “Power Dialing” Section) © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 31

• Ports Per Agent Seed is Maintained When a Campaign Runs Out of Records the Ports Per Agent Seed is Maintained at the Last Setting Discovered by the Algorithm. In Previous Versions the Ports Per Agent Seed Reset to the Setting Used When the Campaign was Originally Created • Abandon Rate – Over-Dialing Correction If the accumulated abandoned rate exceeds 95% of the Abandoned Rate Max, we lower the Abandoned Rate Target by 10%. This Done to Help Insure the Daily Abandon Rate Target is not Exceeded © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 32

• Works Best with Larger Numbers of Agents Minimum Recommended – 10 Agents and an Average Handle Time of 50 Seconds Small Numbers Have Big Effects – In a 2 Agent Campaign One Agent has a 50% Effect on Algorithm Performance • When Ports Per Agent Seed Should be Changed Significant Changes to the Campaign in Regards to Calling Data, Calling Times or Calling Strategies • Work Best in Consistent Environments Consistency of Dialing Environment © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 33

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 34

• Provides detection of : SIT Tones Answering Machines Fax Machines Beep Tone After Message Modems Network Voicemail • Performed at the start of each call • Should be tuned to meet Contact Management Needs • Campaign reports contain call progress results • Controlled on per campaign basis • Can be turned off • Effectiveness depends on tuning © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 35

• The algorithm measures the energy level in the packets to determine the difference between “speech” (high energy) and “silence” (low energy). • After connecting to a dialed number, it looks for a sufficiently long silent period following a speech period to designate the call as “Voice”. If one isn’t found, the call is designated as “Answering Machine”. • The short time zero crossing rate is used to determine if the energy detected is speech or a sinusoidal tone (or a pair of tones such as with DTMF). The CPA algorithm will reject tones and not mistake them for possible speech. • Answering machine messages can be very diverse, may include background noise, etc. all affecting the algorithm and its decision making process. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 36

CPA Parameters are now Campaign Specific and managed in the Campaign Configuration tool. ©

Parameter (7. 5 Registry Key) Minimum Silence Period (CPAMin. Silence. Period) Analysis Period (CPAAnalysis. Period) Minimum Valid Speech Period (CPAMinimum. Valid. Speech. Time) Maximum Analysis Time (CPAMax. Time. Analysis) Maximum Termination Tone Analysis (CPAMax. Term. Tone. Analysis) © 2012 Cisco and/or its affiliates. All rights reserved. Default Value (units) Range Definition 608 (ms) 100 - 1000 Amount of time that the signal must be silent after speech detection to declare a live voice. 2500 (ms) 1000 - 10000 112 (ms) 50 - 500 Amount of time (from the moment the system first detects speech) that analysis will be performed on the input audio. Amount of time that energy must be active before declared speech. Anything less is considered a glitch. 3000 (ms) 1000 - 10000 The period in which Analysis Period must start or voice will be declared. This timer starts at off-hook. 30000 (ms) 1000 - 60000 This is the amount of time the algorithm will look for a terminating “beep” once the algorithm has detected an answering machine Cisco Public 38

voice energy “Hello” time CPAAnalysis. Period CPAMax. Time. Analysis CPAMin. Silence. Period Minimum Valid Speech. Time © 2012 Cisco and/or its affiliates. All rights reserved. Live Voice Declared & Redirect to Agent Cisco Public 39

voice energy “Hello. Please leave a message after the beep. ” Answering Machine Declared B E E P Redirect to Route Point time CPAAnalysis. Period CPAMax. Term. Tone. Analysis CPAMax. Time. Analysis CPAMinimum. Valid. Speech. Time © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 40

Voice Energy Minimum Silence Period (750 ms) No additional voice energy detected after start of silence period. Call is designated as “Voice” Minimum Valid Speech Period © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 41

No gaps of 750 ms in message, call is designated as an “Answering Machine” Analysis Period Voice Energy Minimum Valid Speech Period © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 42

Minimum Silence Period (750 ms) Voice Energy Call designated as Voice because of the silence after the speech. Minimum Valid Speech Period © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 43

Parameter Change Increase May help correctly identify AM that have some natural pauses in the message. If value is made too large (1 sec) it could cause customer to hang up. Decrease May cause AM to be designated voice if the message has pauses. Increase Businesses may have longer scripted greeting so it may help identify a live answer. Decrease Can help eliminate shorter answering machine messages as voice. Minimum Silence Period Analysis Period © 2012 Cisco and/or its affiliates. All rights reserved. Result Cisco Public 44

• Length of greeting for live voice calls Business Greeting vs. Personal Greeting Cultural Norm for primary demographic • Noise and Interference Cell Phone Noisy office or business environment © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 45

• Define the performance target such as: % AM not detected or % Live calls designated as AM. • Test the performance of the dialer with default CPA parameters to get a baseline • Collect logs and CPA recordings. • Listen to recordings to identify the expected result. • Compare expected results with the result found by the dialer. To simplify this task, focus on those calls designated as Voice by the dialer yet determined to be AM by the agent that received the call or those designated as AM by dialer, yet sound like a live person when the recording is played. • Tweak parameters and repeat test. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 46

• Make sure test sample is large, approx. 30 – 60 minutes worth of data. Less if the deployment is large. • Analyze recordings with tools to identify voice duration and pauses to determine behaviour (Screenshots are from EXPStudio Audio Editor, a free tool) • Answering Machine Detection is not performed on Personal Callbacks. This could be contributing to the overall error rate. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 47

• Used to capture the CPA portion of the call in a. wav file on the dialer. • Can be done with both SCCP and SIP dialer. Select both Call Progress Analysis (CPA) and Record CPA to enable recording. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 48

• Business Segment: Financial Institution • Problem Definition: Customer wanted to minimize the number of Answering Machine calls received by agents. • Starting point: Customer stated that 15 – 20 % of answering Machines were not detected by the CPA algorithm. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 49

Goal: Improve performance of Cisco dialer Answering Machine Detection (AMD) algorithm. Step 1: Collect logs and Call Progress Analysis (CPA) recordings. Step 2: Analyze call recordings to determine profile of calls being marked by Agents as Answering Machine (AM). Step 3: Modify Cisco CPA settings to improve AMD performance. Step 4: Verify change in performance. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 50

• 30 Minutes of data was collected • 1097 CPA recordings collected. • 576 Calls marked as Answering Machine • 97 Calls marked as Answering Machine by agents. • Error rate = 97/(576+97) =. 144 or 14. 4% Note: Error rate is dependant on multiple factors, such as campaigns being run, time of day, etc. A true error rate requires a larger data set. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 51

• AMD algorithm looks for patterns to determine if call is connected to a live person or AM. Message: “You have reached the voice mailbox of” • When you hear the message, it is obvious that this is not a live customer. • From a pattern perspective, the algorithm considers the gaps and silence periods. • Long silence (> 500 ms) after the word “of” causes AMD to disposition this as a live person. © 2012 Cisco and/or its affiliates. All rights reserved. (Click icon to play. ) Cisco Public 52

• Observations: 1. Active period of Live Voice calls was typically shorter than 2500 ms. 2. Answering machines contained long gaps due to retrieval of data from DB. 3. Customer has personal callbacks enabled. All connected voice and AM calls are transferred to agents. • For example - In previous slide, silence at end of message is a gap between the message and the name being retrieved from DB. • Recommendation 1: Reduce the Analysis Period from 2500 to 2000 ms. • Recommendation 2: Increase the Minimum Silence Period from 500 ms to 750 ms. • Recommendation 3: Do not include personal callbacks in error rate calculation. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 53

• Decrease Analysis Period Impact was a 4 % reduction in false classification. • Increase Minimum Silence Period: Impact was a 5 % reduction in false classification. • Eliminate Personal Callbacks from statistics Impact was a 1 -2% reduction in false classification. • Customer went from 85% accuracy to 96% accuracy. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 54

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 55

• Logs are located on each server that contains the processes that create them. • Logger A: Ba. Import Logs and Campaign Manager Logs • UCM PG: Dialer Logs • Logs can be collected multiple ways Diagnostic Portico Unified System CLI dumplog (how old fashioned!) © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 56

• Maximum detailed tracing is the default level for the Campaign Manager, ba. Import, and SCCP Dialer processes EMSTrace. Mask EMSUser. Data Default(0) 1 2 3 0 x. FFFF 0 x. FFFF • SIP Dialer process has multiple trace levels EMSTrace. Mask EMSUser. Data Default(0) 1 2 3 0 x 1 F 0 x 3 F 0 x 7 F 0 x. FFFF • When troubleshooting dialer issues, most verbose level (3) is recommended. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 57

• Logs contain details of import files being read and DB being updated. • Invalid records are flagged and written to an error file. 17: 00: 19: 499 la-ba. Import Trace: Read import file: \loggeraprocessedfiesPrism. txt 17: 00: 19: 499 la-ba. Import Trace: Preparing insert statement: INSERT INTO CLNK (sm_gmt_phone 01, sm_gmt_phone 02, sm_gmt_phone 03, sm_gmt_phone 04, sm_gmt_phone 05, sm_gmt_phone 06, sm_gmt_phone 07, sm_gmt_phone 08, sm_gmt_phone 09, sm_gmt_phone 10, sm_dst_phone 01, sm_dst_phone 02, sm_dst_phone 03, sm_dst_phone 04, sm_dst_phone 05, sm_dst_phone 06, sm_dst_phone 07, sm_dst_phone 08, sm_dst_phone 09, sm_dst_phone 10, Account. Number, Last. Name, First. Name, Campaign_Code, Phone 01, Count, State_Service, Population) VALUES (? , ? , ? , ? , ? , ? , ? , ? ) 17: 00: 19: 499 la-ba. Import Trace: Import data for field [First. Name] is empty which is not allowed in the import rule definition. This record will not be inserted. 17: 00: 19: 499 la-ba. Import Trace: Import log file [C: ICMinst 1lalogfilesPrism 1312495219. err] has been created Source Text file © 2012 Cisco and/or its affiliates. All rights reserved. Error found in Source File. Errors are logged in this file. Cisco Public 58

• When retrieving records from the dial list table Campaign Manager writes the entire query to the log file. 11: 12: 52: 248 la-Campaign. Manager Trace: SELECT Dialing. List. ID, Phone 01, Phone 02, Phone 03, Phone 04, Phone 05, Phone 06, Phone 07, Phone 08, Phone 09, Phone 10, Phone. Ext 01, Phone. Ext 02, Phone. Ext 03, Phone. Ext 04, Phone. Ext 05, Phone. Ext 06, Phone. Ext 07, Phone. Ext 08, Phone. Ext 09, Phone. Ext 10, GMTPhone 01, GMTPhone 02, GMTPhone 03, GMTPhone 04, GMTPhone 05, GMTPhone 06, GMTPhone 07, GMTPhone 08, GMTPhone 09, GMTPhone 10, DSTPhone 01, DSTPhone 02, DSTPhone 03, DSTPhone 04, DSTPhone 05, DSTPhone 06, DSTPhone 07, DSTPhone 08, DSTPhone 09, DSTPhone 10, Callback. Number, Call. Result 01, Call. Result 02, Call. Result 03, Call. Result 04, Call. Result 05, Call. Result 06, Call. Result 07, Call. Result 08, Call. Result 09, Call. Result 10, Last. Number. Dialed. Zone 1, Last. Number. Dialed. Zone 2, Last. Zone. Dialed, Calls. Made. To. Zone 1, Calls. Made. To. Zone 2, Callback. Date. Time. Zone 1, Callback. Date. Time. Zone 2, Callback. Date. Time 01, Callback. Date. Time 02, Callback. Date. Time 03, Callback. Date. Time 04, Callback. Date. Time 05, Callback. Date. Time 06, Callback. Date. Time 07, Callback. Date. Time 08, Callback. Date. Time 09, Callback. Date. Time 10, Call. Status. Zone 1, Call. Status. Zone 2, Account. Number, Last. Name, First. Name, Import. Rule. Date FROM DL_5038_5098 11: 12: 52: 248 la-Campaign. Manager Trace: WHERE Call. Status. Zone 1 = 'B' AND Callback. Date. Time. Zone 1 < '20111013 11: 27: 52' AND Callback. Date. Time. Zone 1 > '20111013 10: 57: 52' - max. Rows: 20 Type of records being requested. B = Callback © 2012 Cisco and/or its affiliates. All rights reserved. This is the dial list from which the records are being requested. Date-time range and # records for the request Cisco Public 59

• Campaign manager attempts to retrieve from a particular dial list until it succeeds or runs out of options. 11: 12: 52: 248 la-Campaign. Manager Trace: SELECT Dialing. List. ID, Phone 01, …. 11: 12: 52: 248 la-Campaign. Manager Trace: WHERE Call. Status. Zone 1 = 'R' AND Callback. Date. Time. Zone 1 < '20111013 11: 12: 52' AND Call. Status. Zone 2 <> 'A' - max. Rows: 20 11: 12: 52: 248 la-Campaign. Manager Trace: Unable to retrieve [Zone 1 Retry] records 11: 12: 52: 248 la-Campaign. Manager Trace: SELECT Dialing. List. ID, Phone 01, …. 11: 12: 52: 248 la-Campaign. Manager Trace: WHERE Call. Status. Zone 1 = 'P' AND ( (GMTPhone 01 >= 948 OR GMTPhone 01 < 288) OR ((GMTPhone 01 >= 16 OR GMTPhone 01 < 5) AND (GMTPhone 01 < 24))) AND Call. Status. Zone 2 <> 'A' AND DSTPhone 01 <> 'Y' order by Dialing. List. ID- max. Rows: 20 11: 12: 52: 264 la-Campaign. Manager Trace: Unable to retrieve [Pending-Zone 1] records 11: 12: 52: 248 la-Campaign. Manager Trace: SELECT Dialing. List. ID, Phone 01, …. 11: 12: 52: 264 la-Campaign. Manager Trace: WHERE Call. Status. Zone 1 = 'P' AND ( (GMTPhone 01 >= 888 OR GMTPhone 01 < 228) OR ((GMTPhone 01 >= 15 OR GMTPhone 01 < 4) AND (GMTPhone 01 < 24))) AND Call. Status. Zone 2 <> 'A' AND DSTPhone 01='Y' order by Dialing. List. ID- max. Rows: 20 11: 12: 52: 264 la-Campaign. Manager Trace: Retrieved [Pending-Zone 1 -DST] records 11: 12: 52: 264 la-Campaign. Manager Trace: Start get calls Additional failures for Retries and Pending Zone 1 records © 2012 Cisco and/or its affiliates. All rights reserved. Success! Pending zone 1 DST records are available. Cisco Public 60

• Campaign manager checks each retrieved record to verify it is within the valid time range and not on DNC list. • Records are then sent to the dialer. 11: 12: 52: 264 la-Campaign. Manager Trace: DST active. Campaign : [CHA_SAR_DDA_IVR_OB] 11: 12: 52: 264 la-Campaign. Manager Trace: (CM_CALL) Customer Day Start Time in GMT [Wed Oct 12 19: 00 2011] 11: 12: 52: 264 la-Campaign. Manager Trace: (CM_CALL) Campaign [CHA_SAR_DDA_IVR_OB] Dialing Range in Local Customer Time [Thu Oct 13 08: 00 2011]-[Thu Oct 13 21: 00 2011] 11: 12: 52: 264 la-Campaign. Manager Trace: Selecting phone for pending record with Dialing. List. ID=[221967], Zone=[1], Last. Number. Dialed=[0] 11: 12: 52: 264 la-Campaign. Manager Trace: Selected Phone [1] for Dialing. List. ID [221967]. Phone Number: [6015555470], Extension: [] . . 11: 12: 52: 264 la-Campaign. Manager Trace: Sent <18> records to dialer [JDCPROGGRP 01] for campaign [CHA_SAR_DDA_IVR_OB], current query rule [CHA_SAR_DDA_IVR_OB]. Records are sent to the dialer. © 2012 Cisco and/or its affiliates. All rights reserved. Dial List ID – used to tracking the number in the campaign manager logs and dialer logs Phone Number – used to track the call in the dialer logs. Cisco Public 61

• List entry is set to Active ‘A’ to prevent it from being retrieved. This is critical in SCCP duplex dialer configuration. • Tracking that dial list in the logs we see where the dialer has returned a result (10, Voice) and the dial list is updated (‘C’, Closed). 11: 12: 52: 264 la-Campaign. Manager Trace: Executing SQL: [UPDATE DL_5038_5098 SET Call. Status. Zone 1 = 'A' WHERE Dialing. List. ID=221967] … 11: 13: 25: 810 la-Campaign. Manager Trace: (CM_DLR) Received Close. Customer. Record from Dialer JDCPROGGRP 01, Dialing. List. ID=221967, Campaign. ID=5038, Query. Rule. ID=5098, Call. Result=10 … 11: 13: 26: 670 la-Campaign. Manager Trace: Executing SQL Command [UPDATE DL_5038_5098 SET Calls. Made. To. Zone 1=1, Calls. Made. To. Zone 2=0, Last. Number. Dialed. Zone 1=1, Last. Number. Dialed. Zone 2=0, Last. Zone. Dialed=0, Call. Status. Zone 1='C', Call. Status. Zone 2='C', Callback. Date. Time. Zone 1=NULL, Callback. Date. Time. Zone 2=NULL, Callback. Date. Time 01=NULL, Callbac k. Date. Time 02=NULL, Callback. Date. Time 03=NULL, Callback. Date. Time 04=NULL, Callback. Date. Time 05=NULL, Callback. Date. Ti me 06=NULL, Callback. Date. Time 07=NULL, Callback. Date. Time 08=NULL, Callback. Date. Time 09=NULL, Callback. Date. Time 10= NULL, Call. Result=10, Call. Result 01=10, Call. Result 02=0, Call. Result 03=0, Call. Result 04=0, Call. Result 05=0, Call. Result 06=0, Call Result 07=0, Call. Result 08=0, Call. Result 09=0, Call. Result 10=0 WHERE Dialing. List. ID=221967] © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 62

• If agents are not receiving calls for a campaign, it may be due to the fact that there are no records available. 11: 12: 248 la-Campaign. Manager Trace: WHERE Call. Status. Zone 1 = 'B' AND Callback. Date. Time. Zone 1 < '20111013 11: 27: 12' AND Callback. Date. Time. Zone 1 > '20111013 10: 57: 12' - max. Rows: 4 11: 12: 248 la-Campaign. Manager Trace: Unable to retrieve [Callback] records . . 11: 12: 248 la-Campaign. Manager Trace: Unable to retrieve [Zone 1 Retry] records . . 11: 12: 264 la-Campaign. Manager Trace: Unable to retrieve [Pending-Zone 1] records . . . 11: 12: 12: 264 la-Campaign. Manager Trace: WHERE Call. Status. Zone 1 = 'P' AND ( (GMTPhone 01 >= 888 OR GMTPhone 01 < 228) OR ((GMTPhone 01 >= 15 OR GMTPhone 01 < 4) AND (GMTPhone 01 < 24))) AND Call. Status. Zone 2 <> 'A' AND DSTPhone 01='Y' order by Dialing. List. ID- max. Rows: 4 11: 12: 264 la-Campaign. Manager Trace: Unable to retrieve [Pending-Zone 1 -DST] records • If all the queries return no records, Campaign Manager will lock the query temporarily. 11: 12: 264 la-Campaign. Manager Trace: Campaign ID: 5046, Query Rule ID: 5092 locking for 1 minute © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 63

• Request records from Campaign Manager and receive them 11: 12: 52: 248 dialer-ba. Dialer Trace: (CM) records: 20 11: 12: 52: 264 dialer-ba. Dialer Trace: (CM) Request records from campaign manager, skill: 5103, Received customer records, count: 18, skill: 5103 Received customer records, count: 2, skill: 5103 • Tracing the call from the Campaign Manager log DN = 6015555470, Dial list ID 221976 11: 13: 15: 264 dialer-ba. Dialer Trace: (CM) DL_5038_5098 to port: 020 Send customer: 6015555470 record id: 221967, in Use the string “port: 020” to trace the call in the dialer logs. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 64

Tracing the call can be done in a text editor, or via a command

Key log entries for tracing a call • Port Reservation and request for a record ---------------Allocate port: 020, owner: DIALER_IVR --------------- 11: 13: 15: 248 dialer-ba. Dialer Trace: (CPORT) Set. State, port: 020, state: GET_RECORD • Dialing the number 11: 13: 15: 264 dialer-ba. Dialer Trace: (SIP) Dial, port: 020, phone 16015555470, l. Dial. Timeout. Sec 40 11: 13: 15: 264 dialer-ba. Dialer Trace: (IVR) ---> Dialing, phone: [16015555470], port: 020, ring timeout: 40, state: PORT_DEVICE_ATTRIB 11: 13: 15: 264 dialer-ba. Dialer Trace: (CPORT) Set. State, port: 020, state: DIAL_CUSTOMER 11: 13: 15: 654 dialer-ba. Dialer Trace: (SIPThrottle) Dial, port: 020, phone 16015555470 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 66

Key log entries for tracing a call • Status updates on progress of call 11: 13: 18: 217 dialer-ba. Dialer Trace: SIP port: 020, station: 6015551120, state: SIP_LINESTATE_DIALING_NUMBER 11: 13: 18: 217 dialer-ba. Dialer Trace: SIP port: 020, station: 6015551120, state: SIP_LINESTATE_OFF_HOOK 11: 13: 24: 373 dialer-ba. Dialer Trace: SIP port: 020, station: 6015551120, state: SIP_LINESTATE_RING_IN 11: 13: 24: 482 dialer-ba. Dialer Trace: SIP port: 020, station: 6015551120, state: SIP_LINESTATE_CONNECTED, CPAResult: event=detected • Getting the result of CPA from GW. 11: 13: 25: 732 dialer-ba. Dialer Trace: (DD) 020, state: DIAL_CUSTOMER, Softphone connection event, phone: 16015555470, result: VOICE, port: • SCCP dialer logs contain entries related to CPA progress © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 67

Key log entries for tracing a call • Dialer uses MR PIM to get target for transfer 11: 13: 25: 732 dialer-ba. Dialer Trace: (IVR) Transferring Customer port: 020, to IVR route point: [6012081447] 11: 13: 25: 732 dialer-ba. Dialer Trace: (CPORT) Set. State, port: 020, state: GET_TARGET 11: 13: 25: 732 dialer-ba. Dialer Trace: (IVR) MR target acqusition succeeded for port: 020, state: GET_TARGET, target: 6015554099 • Target is returned and transfer is initiated. 11: 13: 25: 732 dialer-ba. Dialer Trace: (SIP) Transfer, port: 020, phone 6015554099 SIP port: 020, station: 6015551120, state: SIP_LINESTATE_REFER_SENT 11: 13: 25: 810 dialer-ba. Dialer Trace: (DD) Softphone transfer complete event, phone: 16015555470, result: VOICE, port: 020, state: TRANSFER, © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 68

Key log entries for tracing a call • Once the call is transferred, the call can end on Port 20. 11: 13: 25: 810 dialer-ba. Dialer Trace: (IVR) 11: 13: 25: 810 dialer-ba. Dialer Trace: (CPORT) 11: 13: 25: 810 dialer-ba. Dialer Trace: (IVR) Received Telephony Event port: 020, connection state: 20 Softphone hangup handled for port: 020 Set. State, port: 020, state: ANSWER_TRANSFER ***End call event port: 020, state: ANSWER_TRANSFER*** • Port 20 can be released. 11: 13: 25: 810 dialer-ba. Dialer Trace: (PM) ---------------Release port: 020, state: [ANSWER_TRANSFER] --------------- © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 69

• For Predictive, Progressive, and Preview campaigns, a minimum of 2 ports are used for each call. • One port to reserve Agent • At least one port to place a call. • Ports are shared across all campaigns. • You can not dedicate a set of ports to a campaign unless you dedicate a dialer to a campaign. • Ports are balanced every 2 seconds. Dialer looks at available agents in each skill group and adjusts port allocation to each skill group. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 70

• Dialer logs contain data on other dialer activities, such as port balancing. • Dialer requests info for each skill group 14: 01: 39: 190 dialer-ba. Dialer Trace: (SGM) Request skill stats, SG: 2047, periph: 5000 Request skill stats, SG: 2054, periph: 5000 • Dialer adjusts port allocation 14: 01: 39: 190 dialer-ba. Dialer Trace: (SGM) Skill group balance, SG: 2047 Agents - logged in: 4, percentage: 100, available: 4, resrving: 8, cumulative ports needed: 12. 59 14: 01: 39: 190 dialer-ba. Dialer Trace: (SGM) Skill group balance, SG: 2054 Agents - logged in: 1, percentage: 100, available: 0, resrving: 1, cumulative ports needed: 2. 00 14: 01: 39: 190 dialer-ba. Dialer Trace: (SGM) Ports Allocated: 7 14: 01: 39: 190 dialer-ba. Dialer Trace: (SGM) Ports Allocated: 18 © 2012 Cisco and/or its affiliates. All rights reserved. Skill group balance, SG: 2054, Port Percentage: 15. 887201, Ports: 7 --> Skill group balance, SG: 2047, Port Percentage: 38. 489295, Ports: 18 --> Cisco Public 71

• Dialer Outputs Campaign Statistics Every 10 Seconds. • Data can be used to track performance of the campaign on the dialer. 14: 01: 33: 190 dialer-ba. Dialer Trace: Campaign Skill ID E M T H-RT Err Abnd Cncl R-Idle/Used Pre. R PPA SG-Ports Log. In Av-Skl Av-Dlr Rsrve Rsrvd/Max Dial Talk Agnt % 14: 01: 33: 190 dialer-ba. Dialer Trace: COM_SAC_BE 02054 05178 Y P B 0% 0% 8/ 1 0 1. 00 10 ( 20%) 1 0 0 0 1/ 5 0 0 100% 14: 01: 33: 190 dialer-ba. Dialer Trace: CHA_SA-IVR 02047 05103 Y R O 30% 2% 0% 24/ 6 0 2. 00 15 ( 31%) 4 3 3 0 7/ 0 7 0 100% Campaign - Campaign name associated with the skill group Skill - Peripheral skill group number ID - ICM skill group ID E - Enabled (Y or N) © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 72

14: 01: 33: 190 dialer-ba. Dialer Trace: Campaign Skill ID E M T H-RT Err Abnd Cncl R-Idle/Used Pre. R PPA SG-Ports Log. In Av-Skl Av-Dlr Rsrve Rsrvd/Max Dial Talk Agnt % 14: 01: 33: 190 dialer-ba. Dialer Trace: COM_SAC_BE 02054 05178 Y P B 0% 0% 8/ 1 0 1. 00 10 ( 20%) 1 0 0 0 1/ 5 0 0 100% 14: 01: 33: 190 dialer-ba. Dialer Trace: CHA_SA-IVR 02047 05103 Y R O 30% 2% 0% 24/ 6 0 2. 00 15 ( 31%) 4 3 3 0 7/ 0 7 0 100% M - Mode (N=None, P=Preview, R=Predictive, G=Progressive, A=Callback) T - Type or direction (N=None, I=Inbound, O=Outbound, B=Blended) H-RT - Call hit rate Err - Call error rate Abnd - Call abandon rate © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 73

14: 01: 33: 190 dialer-ba. Dialer Trace: Campaign Skill ID E M T H-RT Err Abnd Cncl R-Idle/Used Pre. R PPA SG-Ports Log. In Av-Skl Av-Dlr Rsrve Rsrvd/Max Dial Talk Agnt % 14: 01: 33: 190 dialer-ba. Dialer Trace: COM_SAC_BE 02054 05178 Y P B 0% 0% 8/ 1 0 1. 00 10 ( 20%) 1 0 0 0 1/ 5 0 0 100% 14: 01: 33: 190 dialer-ba. Dialer Trace: CHA_SA-IVR 02047 05103 Y R O 30% 2% 0% 24/ 6 0 2. 00 15 ( 31%) 4 3 3 0 7/ 0 7 0 100% Cncl – Call cancel rate R-Idle - Cached records available for dialing Used - Cached records being used for dialing Pre. R - Records reserved for future calls (0 most of the time) PPA: Ports allocated per agent in current skill group © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 74

14: 01: 33: 190 dialer-ba. Dialer Trace: Campaign Skill ID E M T H-RT Err Abnd Cncl R-Idle/Used Pre. R PPA SG-Ports Log. In Av-Skl Av-Dlr Rsrve Rsrvd/Max Dial Talk Agnt % 14: 01: 33: 190 dialer-ba. Dialer Trace: COM_SAC_BE 02054 05178 Y P B 0% 0% 8/ 1 0 1. 00 10 ( 20%) 1 0 0 0 1/ 5 0 0 100% 14: 01: 33: 190 dialer-ba. Dialer Trace: CHA_SA-IVR 02047 05103 Y R O 30% 2% 0% 24/ 6 0 2. 00 15 ( 31%) 4 3 3 0 7/ 0 7 0 100% SG-Ports - Ports allocated for skill group Log. In - Logged in agents Av-Skl - "Available" agents in skill group Av-Dlr - Agents the Dialer considers available to receive reservation call Rsrve - Active reservation calls © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 75

14: 01: 33: 190 dialer-ba. Dialer Trace: Campaign Skill ID E M T H-RT Err Abnd Cncl R-Idle/Used Pre. R PPA SG-Ports Log. In Av-Skl Av-Dlr Rsrve Rsrvd/Max Dial Talk Agnt % 14: 01: 33: 190 dialer-ba. Dialer Trace: COM_SAC_BE 02054 05178 Y P B 0% 0% 8/ 1 0 1. 00 10 ( 20%) 1 0 0 0 1/ 5 0 0 100% 14: 01: 33: 190 dialer-ba. Dialer Trace: CHA_SA-IVR 02047 05103 Y R O 30% 2% 0% 24/ 6 0 2. 00 15 ( 31%) 4 3 3 0 7/ 0 7 0 100% Rsrvd - Reserved agents Max - Maximum number of agents the Dialer reserves at any one time Dial - Customer calls in progress Talk - Agents talking with customers dialed by the Dialer Agnt % - Configured using the Script Editor that indicates which percentage of agents within the current skill group are available for outbound dialing © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 76

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 77

• Campaign Manager will be restarted by Node Manager • Dialer continues to dial cached records while Campaign Manager restarts, and will stop once it runs out of records. • Dialer will retain the results of numbers dialed while it can not communicate with Campaign Manager. • Once Campaign Manager restarts, it will establish communication with each Dialer. • Dialer will send Campaign Manager the results it held and normal operations will resume. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 78

• Dialers on a PG operate in a “Warm Standby” configuration. • Two possibilities: 1. Dialer state changes to Not Ready and updates Campaign Manager 2. Campaign Manager looses connection to the Active Dialer • Campaign Manager will activate Standby Dialer in Ready state. • If Dialer is still up, it will flush all active and pending records, cancel calls that are active, abandon calls that are connected. • If Dialer terminates, Campaign Manager marks all the records previously sent to the dialer as Unknown, and, if no further update is received for these records, marks them as Pending after 60 minutes. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 79

• Dialers on a PG operate in a Load Balanced configuration. If one Dialer fails the other continues to run. Overall outbound capacity is reduced. • If a Dialer can’t communicate with Campaign Manager, it will continue to dial until all its records are exhausted. It will hold results until connection can be resumed. • If Campaign Manager looses a connection to a Dialer, it marks all the records previously sent to the dialer as Unknown, and, if no further update is received for these records, marks them as Pending after 60 minutes. • If Unified Call Manager Subscriber fails, the Dialer ports are unsubscribed and the dialer remains off-line until the subscriber is back in service. The Dialer must not have backup UCM subscribers to prevent overloading any subscriber with traffic from multiple dialers. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 80

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 81

• Common Question: Are the calls started when an agent becomes available, delivered only to that agent? • Answer: Calls in progress are part of a pool of calls and any call can be delivered to any agent that is reserved in that skill group. • Example: Assume we have a campaign executing with 5 calls started every time an agent becomes available. Agent 1 Call 5 Connects – Sent to Agent 1 (Calls 1 – 5) Agent 2 (Calls 6 – 10) Pool of Calls in Progress Total Count: 13 15 10 14 12 5 0 Agent 3 (Calls 11 - 15) © 2012 Cisco and/or its affiliates. All rights reserved. Call 8 Connects – Sent to Agent 2 Call 7 Connects – Sent to Agent 3 Remaining calls are cancelled as no agents are available Cisco Public 82

• Agents can be skilled to participate in multiple active campaigns. • Because of the way the dialer reserves agents, this will mean that one of the campaigns will predominantly win the race to find an available agent • This can result in an imbalance of agent reservations between the skill groups • A workaround to this problem is to queue reservation calls by creating separate reservation scripts, one for each skill group. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 83

• For example, assume you have an agent in three active campaign skill groups. That agent will become available in all three skill groups at the same time. • The first time this happens, the skill that is first in the dialer memory will win the race to reserve the agent. • The other two reservation requests will be queued. • The next time the agent because available, and all following times, the skill with the longest queued reservation request will be selected. • Note that for each reservation request queued a dialer port is consumed. There must be sufficient dialer ports provisioned to support these business goals. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 84

• Is the campaign enabled? • Is the campaign set up for Outbound? • Are there agents logged in and available? The three questions above can be answered by looking at the dialer logs and verify that the campaign is enabled, setup for outbound, and that there agents logged in. • Are there numbers available for the dialer to dial? • Is the query rule active? Look at the Campaign Manager logs for an indication that the Query Rule is active and there are records available. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 85

• Check the Admin script. Verify that the Admin script is set up to run periodically Verify that a percentage of agents are Outbound. • Is it time for the query rule to run? Verify that the time of the problem is not outside the period when the query rule executes. • Are agents skilled in more than one campaign? Verify that there is a reservation script is set up for each skill group, if not one will predominantly win the reservation race. Agents will still be getting calls, just not for the desired campaign. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 86

• If there are skill groups with small numbers of agents as well as skill groups with large numbers of agents, and dialer ports are limited, the small skill group may not get enough ports to execute. • For example, assume the following: Skill group # Agents % Outbound 1 50 100% 2 45 100% 3 5 100% • Further assume that the dialer has 24 ports to share between the skill groups © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 87

• The dialer allocates ports to each skill group according to their strength. • The third skill group (S 3) will only get 5% of the ports (about 1 port. ) • One port is not enough to dial the customer and reserve the agents, so the Outbound Option Dialer will not reserve any agents in the S 3 skill. • Possible Resolutions: Balance out the skill groups by either putting more agents in a small skill group or by lowering the percentages in the large skill groups. Add more dialers and move the small skill group to the other dialer. Add more ports to the existing dialer. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 88

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 89

Proficiency • Duty Cycle – Agents’ Call Handle Time + After Call Work Time Shorter is Better Keep it consistent Document the Best Script Conversation and After Call Work Target After Call Work (If Scripting is not an option) • Number of Agents More is Better – In campaigns with few agents one person has a large effect. A heavily staffed campaign will reduce the effects a single person or event will have on the campaign. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 90

Proficiency • Call Sequence – Calling Multiple Numbers Per Record Call One Number – Consistency is the key (Home vs. Cell or Work) Call the people that will answer the phone Skimming the Cream Avoids Mixed Hit Rate Campaigns • Automatic Dialer Recalls Avoid Wasting Dials Can Create Artificial Hit Rate – Lower than actual Use Common Sense – If a phone is busy, setup the redial timer to retry that number sooner rather than later. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 91

Proficiency • Ring Count – Threshold of Rings before “No Answer” Lower is Better – Opportunity to Place More Calls Appropriate for the Phone type – Enough for Voicemail to Answer Home & Cell 4 to 6 rings Work 3 to 4 rings • Dialer does not count rings – it calculates a wait time based on the campaign configuration and the Time. To. Ring. Customer (default value = 8 seconds) in the Dialer registry. • Different regions may require different settings. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 92

Productivity • Target Phone Types Home Phones – Call Early and Late Cell Phones – Leverage as Much as Possible With Prudence High Profile – Call Early and Late • Voice Mail Isolate Persistent AM – Over Time, Use for Dedicated Campaigns Leave Messages – IVR or Agents Use SMS, E-Mail, Snail Mail – Drive Responses to Inbound © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 93

Productivity • 100% Right Party Connect Campaigns Use IVR Campaigns to Screen for Right Party – Use Where Appropriate and Legal • Wrong Party Connects Reduce Handle Time – Script if Possible Either Talk or After Call Work Times or Both • Agent Set Recalls General or Agent Owned - High Probability of Right Party Connect © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 94

Occupancy (Usage) • Agent Staffing Track Compliance – Schedule and Capacity • Track Campaign Activities Agent Times Campaigns Ready Campaign Transitions Break Times © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 95

Questions?