Genesys Engage

Outbound Contact

Outbound Contact

Outbound Contact 8.1 Deployment Guide
Introduction
Outbound Contact
Terms and Concepts
Formats
Fields
Records
Calling Lists
Filters
Treatments
Campaign Group
Campaigns
Display Name on a Per-campaign Basis
Outbound Schedules
Migration
License Control
Architecture
Outbound Architecture Overview
Outbound Contact Server
Genesys Administrator
Call Progress Detection Server
CPD Proxy Server
Dialing Overview
General Agent Desktop Interaction with OCS
Check Against Do Not Call List
Dialing Modes
Typical Data Flow Scenarios
Separate Tracking of Engaging CPD Ports
Dynamic Port Allocation Between Campaign Groups
Multiple Sites, Users, and Tenants
Outbound Contact and HTTP Server
Other Supporting Solutions
Outbound-VoIP Deployment
Overview of the GVP VoIP/SIP Server Deployment
Dialing Modes and VoIP Deployment
VoIP Dialing Modes
Outbound-VoIP in ASM Dialing Modes
Outbound-VoIP in Transfer Modes
Assured Connection
Deployment Planning
About the Deployment Process
How to Use The Deployment Planning Topics
System Requirements
Worksheet Definitions
Outbound Deployment Planning Worksheet
Other Resources
Manually Configure and Install Outbound Applications
Overview
Configuration
Installing on Windows
Installing on UNIX
Outbound Solution Wizard
Silent Setup
Manually Define Outbound Configuration Objects/Table Access Object
Overview
Outbound-Specific Configuration of Objects
Table Access Object
Field Object
Format Object
Calling List Object
Filter Object
Time Zones
Treatment Object
Campaign Object
Campaign Group Object
Outbound Schedule Object
Outbound Contact Configuration Options
Overview
Outbound Contact Server Options
Section Names
OCS Options by Logical Group
OCS Option Descriptions
CPD Server Options
General Section
HMP Section
ISDN Section
LineSideSection
Tones Section
AM-beep-tones Section
License Section
Correlation Between CPD Server Options and Dialogic Boards
Log Files
General Logging
Record History Logging
Extended Audit Trail Log
gsw_request_log
Pre-Dial Validation
SCXML-Based Treatments
Overview
Architecture
Design and Configuration Task Summary
Customer Contact According to Daytime Intervals
Record-Processing Order
Setting Options for Individual Records or Chain of Records
Other Usages of SCXML Treatments
Configuration Tasks
Call Handling and Treatments
How Treatments Work
Treatment Properties
Apply to Record Actions
Treatment Sequences
Apply to Call Outcome
Outbound Record Sharing Between Multiple Desktops
Answering Machine Call Handling
Using the Opt-Out Feature With CPD Server
OCS Feature Compliance with Regulatory Requirements
Ofcom Requirements
FTC Requirements
Deploying Do Not Call Functionality
Configuring Dialogic Boards
Introduction to Dialogic Boards
Dialogic Board Setup
Configuring Dialogic Boards
Dialogic Board Configuration Structure
HMP Software
Dialogic Utilities
Starting and Stopping Procedures
Prestart Information
Using Solution Control Interface
Starting Manually
Stopping Manually
Connection and Reconnection

8.1.2

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This page was last edited on May 23, 2013, at 16:23.

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