Contact Center Outbound?

[redsox1975]

Customer just asked me about setting up a "outbound call center". They have a Contact Center 6.0 with CCMA on site. My question is this: does CCMS have this capability? Does it require another server dedicated to outbound calling?

I've only been trained on Contact Center Installation and Configuration and this wasn't covered(not that I recall anyway).

Any help would be greatly appreciated.

 

[captaingadget]

Yes it does have the capability but you need to purchase it. Not sure if the outbound campagne manager needs it's own server though.

 

[LeeMason]

I believe you need to purchase:

CC OutBound Base Package
A number of OutBound agent Licenses (dependent on how many agents you need to do the outbound calling).





Lee Mason
Optimal Projects Ltd

http://www.opl.co.uk

http://www.backupsanywhere.com

 

[picklemogg]

The campaign manager resides on the CCMA server. You do not need another server for outbound dialing. The only supported method of dialing is of a preview format. Basically, the campaign mangager sends a "call record" from the campaign manager to an agent waiting in an "outbound skillset". The contact is delivered to the agent via Nortel Contact Center Agent Desktop (CCAD). Once the agent receives the contact they initiate the outbound call from their phone. So it looks like an outbound call from an agent esentially- the campaign manager or "dialer server" doesnt really make the outbound call. You do need Nortel CCT server to make this work however.