(13.3) Integration with Cisco

Since ECM leverages on the dialing capabilities of Cisco Outbound, each voice campaign in ECM is mapped to a corresponding campaign in Cisco Outbound. So all technical, dialing-related details such as dialer modes (Predictive, Progressive, Preview), call scripts to be attached with an IVR campaign or CSQs/Skill groups to be linked with an agent-based campaign are handled at Cisco side while ECM keeps the campaign configuration simpler for non-technical supervisors and administrators.

A contact uploaded in ECM is then forwarded to the respective Cisco dialer campaign over APIs (in case of CCX) or DB connections (in case of CCE). A backend sync service synchronizes call results from the Cisco Dialer DB and updates them in the ECM DB for all dialed calls.

Note that one Cisco campaign can also optionally be shared by several ECM campaigns, who have the same call flow and/or agents to handle calls but run in different schedules (start, end timings) or have different prompts to be played.