About the Outbound Feature

CRS 5.0(1) includes an outbound feature. The outbound feature allows agents in a CSQ to handle outbound campaigns. When an agent handles an outbound call, the agent is presented with contact information about a customer. The agent has several options regarding this customer contact information. If the agent decides to call the customer, a call is made from the agent phone to the customer. For details about the outbound feature please see the Cisco Unified Contact Center Express Administration GuideCisco Unified Contact Center Express Administration and Operations Guide .

Unified CCX CTI server supports this feature using the CTI protocol messages. Agents with outbound capability should specify this capability in the AgentCapacity field of the SET_AGENT_STATE_REQ message. When an agent with the outbound capability is logged in and the agent is part of an outbound campaign, the agent receives a special sequence of messages to handle an outbound call.