This is a documentation on how LCM enriches the dialer offering from Cisco's Unified CCE. It projects those extra features that LCM provides the Cisco dialer.

1. Unified CCE Dialer Feature
Additions Using LCM
Acqueon Technologies
North America. India
www.acqueon.com

2. Feature Additions on Unified CCE Dialer using LCM
Availability in
Unified CCE
Feature of LCM Dialer Comments
Available in both LCM and Unified CCE Dialer.
User Management Available
Available in both LCM and Unified CCE Dialer.
Campaign Creation Available
While a start and stop, time can be defined on the Cisco Unified CCE
Auto Campaign Run Dialer but specific run time across days, or specific run time on certain
Not Available
Time days and holidays cannot be defined.
Basic Dial Plan like re scheduling based on Voice outcomes is possible
Dial Plan
Available on the Cisco Unified CCE Dialer.
Management
LCM allows creation of different groups of business outcomes which
can bet set by agents as a call outcome. These groups of business
Business Outcomes Not Available
outcomes can be assigned to campaigns on the fly.
Dial plan or reschedule management for Standard Outcomes like
wrong party, DNC and Business Outcomes as decided by business
Dial Plan
cannot be applied and are not available in the Cisco Unified CCE
Management –
Not Available Dialer. These outcomes are set by an agent during call completion and
Standard and
depending on the process flow set for a particular outcomes, the dial
Business Outcomes
plan reschedules a contact.
LCM through its Agent SDK and Web Services, allows an agent while
Change Reschedule rescheduling to change an existing customer contact number or enter
Not Available
Number a new number for a contact.
LCM through its Agent SDK and Web Services, allows an agent to
Select Callback
select the preferred mode like Home, Office or Mobile to call the
Mode (Type of Not Available
customer while setting a regular or personal callback.
Number)
While 10 calling numbers can be defined for each contact, but they can
be grouped in only 2 calling groups or zones with call start and stop
time. Unlike LCM where as many different numbers with different start
and stop times and with different usage priority can be defined. For
example for a campaign the following modes can be created
Dial Plan Priority
Management – Partial Mode Start Time Stop Time Channel
of Use
Modes Home1 8:00 AM 9:00 AM 5 Voice
Office1 9:00 AM 1:00 PM 5 Voice
Mobile1 1:00 PM 2:00 PM 5 Voice
Office2 2:00 PM 6:00 PM 5 Voice
Home2 6:00 PM 8:00 PM 5 Voice
Mobile2 8:00 AM 8:00 PM 3 Voice
© 2006 Acqueon Technologies www.acqueon.com 2

3. Mobile SMS 8:00 AM 8:00 PM 2 SMS
Email 8:00 AM 8:00 PM 1 Email
LCM allows creation of modes of different channels within the same
Dial Plan
campaign, for example a contact can have a mode mobile-voice for the
Management –
Not Available voice channel and mobile-sms for the sms channel within the same
Modes across
campaign.
channels
LCM allows end customers to run pure marketing SMS based
Marketing SMS campaigns. Custom SMS messages can be scripted based on
Not Available
Campaigns business data for individual contacts.
LCM allows end customers to run pure marketing Email based
campaigns. Custom Email messages can be scripted based on
Marketing Email business data for individual contacts. LCM also allows design of
Not Available
Campaigns reschedule algorithms based on Email errors like Invalid Email ID, or
recipient mail box full, etc.
LCM has inbuilt contact selection algorithms which can be executed
Contact Selection By based on customer preference, the algorithms are defined for “Market
Not Available
Market Strategy Spread” and “Market Penetration”
LCM allows contact selection based on customer category within the
organization by offering parameters to control contact selection like
Contact Selection - Customer Preferred Calling Time
Using Strategic Not Available - Customer Priority
Parameters - Customer Time Zone
- Customer Agent Preference
LCM allows you to configure custom filters for contact selection. Filters
Contact Selection can be executed in the order of usage desired as well as specific filters
Using Business Partial can be enabled or disabled as desired. Custom filters can be executed
Parameters on business parameters uploaded for individual contacts.
Available in both LCM and Unified CCE Dialer.
Time Zone
Available
Management
Available in both LCM and Unified CCE Dialer.
Do Not Call (DNC)
Available
Management
LCM allows DNC numbers to be configured for specific campaigns;
this enables the same customer to be filtered out of a marketing
Do Not Call (DNC)
campaign if the number is registered under DNC, while on a specific
Management – Not Available
campaign like collection reminder the customer is contacted for the
Campaign Specific
same number.
© 2006 Acqueon Technologies www.acqueon.com 3

4. In Unified CCE Dialer limited amount of business parameters can be
Contact Upload – uploaded for screen pop, LCM allows any amount of screen pop data
Screen pop Partial to be uploaded, these can be accessed by the screen pop application
Parameters by doing a database lookup.
LCM allows connection to an external database table and manually
Contact Upload from
Not Available directly uploads contacts from the external database table.
external Database
LCM provides an agent scripting tool. For individual campaigns
different question and answer sessions can be designed and agents
Call Guide Not Available can use the same as a scripted knowledgebase management tool to
service customers.
While both have reports, LCM provides campaign specific contact
profiled reports. Custom reports can also be generated to see how lists
Reports Partial
were dialed for a campaign.
© 2006 Acqueon Technologies www.acqueon.com 4