Setting up outbound campaigns in Unified Contact Center Express

See also

Sources

1. 1
   The campaign maximum abandoned call rate defaults to 3 percent with a range of 0 to 100 percent.

   Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Add New Campaign', Abandoned Rate field · Checked 2026-10-02
2. 2
   A campaign's Abandoned Call Treatment either abandons a live customer call or transfers it to IVR when no agent is available.

   Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Add New Campaign', Abandoned Call Treatment field · Checked 2026-10-02
3. 3
   An agent-based campaign can use Direct Preview (the default), Progressive or Predictive dialing, and its outbound calls are handled by available agents.

   Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Add New Campaign', Campaign Type and Dialer Type fields · Checked 2026-10-02
4. 4
   Cisco's agent-based Progressive and Predictive configuration tech notes list a Unified CCX Outbound license as a prerequisite.

   Configure Outbound Dialer for UCCX Agent Based Progressive · section 'Requirements' · Checked 2026-10-02
5. 5
   A campaign's Answering Machine Treatment either ends the call or transfers it to IVR when the gateway detects an answering machine.

   Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Add New Campaign', Answering Machine Treatment field · Checked 2026-10-02
6. 6
   An application and trigger must exist before creating an IVR-based campaign; for agent-based Progressive and Predictive campaigns they are needed only when answering-machine or abandoned-call treatment transfers to IVR.

   Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Configure Application and Trigger for Outbound Campaign' · Checked 2026-10-02
7. 7
   Changes to area code mappings take effect the next time contacts are imported.

   Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Outbound Subsystem and Time Detection' · Checked 2026-10-02
8. 8
   The Outbound subsystem uses the area code of a contact's phone number to determine the contact's time zone.

   Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Outbound Subsystem and Time Detection' · Checked 2026-10-02
9. 9
   Scheduled automatic import stops importing for a campaign once that campaign has 20,000 contacts remaining to be dialed.

   Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Import Contacts for Campaign', automatic import note · Checked 2026-10-02
10. 10
    After an upgrade, Agent AutoAnswer must be enabled manually for agent-based Progressive and Predictive calls.

    Release Notes for Cisco Unified Contact Center Express Solution, Release 15.0 - Cisco Unified Contact Center Express · subsection 'Unsupported features and configurations for Progressive and Predictive Agent Outbound' · Checked 2026-10-02
11. 11
    The General outbound Auto Answer check box makes agent-based Progressive and Predictive campaign calls answer automatically on the agent's phone.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Configure General Outbound Properties', Auto Answer field · Checked 2026-10-02
12. 12
    When CPA marks a dialed number Busy or Unanswered, the same number is retried according to the retry count and delay configured in the campaign.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Reclassification Status Behavior' · Checked 2026-10-02
13. 13
    Outbound contact call status values are Pending (1), Active (2), Closed (3), Callback (4), Max Calls (5), Retry (6), Unknown (7) and Retries with Delay (8).

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Call Status Values' · Checked 2026-10-02
14. 14
    A scheduled callback is attempted within a window (default 15 minutes) before and after the customer-requested time, and a missed callback can be rescheduled to the same time the next business day, marked as another retry, or closed.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Add New Campaign', Callback Time Limit and Missed Callbacks fields · Checked 2026-10-02
15. 15
    Agent-based Progressive and Predictive and IVR-based campaigns have a mandatory Campaign Calling Number displayed to the contact; it does not apply to Direct Preview campaigns.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Add New Campaign', Campaign Calling Number field · Checked 2026-10-02
16. 16
    A campaign has an Enabled setting (Yes or No), and after enabling, the campaign list should show Enabled as TRUE with the intended start and end times.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Enable Campaigns' and section 'Add New Campaign', Enabled field · Checked 2026-10-02
17. 17
    Each campaign has mandatory Start Time and End Time fields giving the time range during which the campaign runs, with the primary server's time zone name displayed beside them.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Add New Campaign', Start Time / End Time fields · Checked 2026-10-02
18. 18
    The Progressive and Predictive dialer uses the Call Progress Analysis capability of the SIP voice gateway to filter out non-live contacts such as fax and no answer.

    Solution Design Guide for Cisco Unified Contact Center Express, Release 15.0 - Contact Center Express Solutions Overview · subsection 'Outbound Progressive and Predictive Dialer' · Checked 2026-10-02
19. 19
    CSQs associated with agent-based Progressive or Predictive campaigns cannot be shared with any other campaign, and Assigned CSQs is mandatory for agent-based campaigns.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Add New Campaign', Assigned CSQs field · Checked 2026-10-02
20. 20
    The percentage of logged-in agents in the selected CSQs allocated to outbound is set in General outbound properties, is shared by all outbound campaigns, and is defined globally rather than per campaign.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Configure General Outbound Properties', CSQ allocation · Checked 2026-10-02
21. 21
    Cisco's tech note enables CPA on CUBE by configuring a dspfarm transcode profile that includes the call-progress-analysis command and is associated with application CUBE, backed by a PVDM DSP module.

    Configure Outbound Dialer for UCCX Agent Based Progressive · section 'Configure', CUBE configuration, DSPFarm profile block · Checked 2026-10-02
22. 22
    In a working dialer call the SIP INVITE from Unified CCX carries an application/x-cisco-cpa body, the gateway's 200 OK confirms event=enabled, and a later UPDATE reports the CPA result such as status=LS for live speech before the call is referred to the agent.

    Configure Outbound Dialer for UCCX Agent Based Progressive · section 'Troubleshoot', SIP message analysis · Checked 2026-10-02
23. 23
    show dspfarm profile on the gateway should report the profile operation state ACTIVE, application status ASSOCIATED and Call Progress Analysis ENABLED.

    Configure Outbound Dialer for UCCX Agent Based Progressive · section 'Verify' · Checked 2026-10-02
24. 24
    Unified CCX 15.0 Outbound supports three dialing modes: Direct Preview, Progressive and Predictive.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Supported Dialers and Dialing Modes for Outbound' · Checked 2026-10-02
25. 25
    General outbound properties include a Dialing Prefix, Long Distance Prefix, International Prefix and Local Area Code that shape how the dialer builds the dialed number.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Configure General Outbound Properties', field table · Checked 2026-10-02
26. 26
    The Customer Dialing Time Range defaults to 8:00 AM to 9:00 PM.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Configure General Outbound Properties', Customer Dialing Time Range field · Checked 2026-10-02
27. 27
    The General outbound Customer Dialing Time Range is converted to the local time of each contact record.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Configure General Outbound Properties', Customer Dialing Time Range field · Checked 2026-10-02
28. 28
    Finesse IP Phone Agent (IPPA) agents are not supported for Unified CCX Progressive and Predictive outbound.

    Solution Design Guide for Cisco Unified Contact Center Express, Release 15.0 - Contact Center Express Solutions Overview · subsection 'Outbound Progressive and Predictive Dialer' / deployment guidelines · Checked 2026-10-02
29. 29
    Finesse does not support the Do Not Call option for Unified CCX outbound calls.

    Release Notes for Cisco Unified Contact Center Express Solution, Release 15.0 - Cisco Unified Contact Center Express · subsection 'Unsupported features and configurations for Progressive and Predictive Agent Outbound' · Checked 2026-10-02
30. 30
    The Finesse 15.0 desktop guide says that on Decline the agent chooses Reject, which leaves the contact to be retried later, or Close, which closes it for the campaign.disputed

    Cisco Finesse Agent and Supervisor Desktop User Guide, Release 15.0(1) - Common Tasks · section 'Answer a Direct Preview Outbound Call' · Checked 2026-10-02
31. 31
    The Get Reporting Statistic script step is not supported for agent-based Progressive and Predictive outbound campaigns.

    Release Notes for Cisco Unified Contact Center Express Solution, Release 15.0 - Cisco Unified Contact Center Express · subsection 'Unsupported features and configurations for Progressive and Predictive Agent Outbound' · Checked 2026-10-02
32. 32
    The 15.0 design guide instructs installing the outbound SIP gateway on the same site (the same campus LAN) as the Unified CCX primary engine.disputed

    Solution Design Guide for Cisco Unified Contact Center Express, Release 15.0 - Contact Center Express Solutions Overview · subsection 'Outbound IVR and Agent' / deployment guidelines · Checked 2026-10-02
33. 33
    Between the SIP gateway and Unified CM, SIP and H.323 are supported for transferring the outbound call to an IVR application or an available agent.

    Solution Design Guide for Cisco Unified Contact Center Express, Release 15.0 - Contact Center Express Solutions Overview · subsection 'Outbound IVR and Agent' · Checked 2026-10-02
34. 34
    The 15.0 design guide states the outbound SIP gateway can be installed across the LAN or WAN, provided WAN delay does not exceed 80 milliseconds.disputed

    Solution Design Guide for Cisco Unified Contact Center Express, Release 15.0 - Contact Center Express Solutions Overview · subsection 'Outbound Progressive and Predictive Dialer' / deployment guidelines · Checked 2026-10-02
35. 35
    A contacts import file may hold at most 100,000 contacts.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Import Contacts for Campaign' · Checked 2026-10-02
36. 36
    Each import appends to the campaign's existing list; an existing record whose phone number matches any of the three phone fields is overwritten with the new contact data while its call history is kept.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Import Contacts for Campaign' · Checked 2026-10-02
37. 37
    An imported contact has up to seven fields: Account Number, First Name, Last Name, Phone1 (mandatory), Phone2, Phone3 and Dial Time (HH:MM, Direct Preview campaigns only).

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Import Contacts for Campaign', field table · Checked 2026-10-02
38. 38
    Contact import files must be CSV or TXT, ASCII-encoded, or UTF-8 encoded if they contain special characters.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Import Contacts for Campaign' · Checked 2026-10-02
39. 39
    When IVR ports are shared, inbound calls take precedence over configured Outbound IVR calls.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Outbound Feature for Unified CCX', IVR port distribution · Checked 2026-10-02
40. 40
    An IVR-based campaign can use only Progressive (the default) or Predictive dialing; Direct Preview is not available for IVR-based campaigns.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Add New Campaign', Campaign Type and Dialer Type fields · Checked 2026-10-02
41. 41
    In an IVR-based campaign the outbound calls are handled by IVR scripts rather than by agents.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Supported Dialers and Dialing Modes for Outbound' · Checked 2026-10-02
42. 42
    The Outbound IVR dialer requires an Outbound IVR license, with the required number of IVR ports, uploaded on top of the Unified CCX Premium license.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Outbound Feature for Unified CCX', licensing paragraph · Checked 2026-10-02
43. 43
    Because Cisco's agent-based tech notes run CPA on CUBE toward a SIP ITSP while the design guide limits IVR campaigns to TDM providers, an IVR-based campaign over a SIP trunk should be treated as unconfirmed until Cisco confirms support.inferred

    Solution Design Guide for Cisco Unified Contact Center Express, Release 15.0 - Contact Center Express Solutions Overview · subsection 'Outbound IVR and Agent', read against tech note 221108 'Configure' (dial-peer 400 to ITSP) · Checked 2026-10-02
44. 44
    The 15.0 design guide states that IVR campaigns can be used only with service providers that work with TDM, because such gateways support the CPA capability.

    Solution Design Guide for Cisco Unified Contact Center Express, Release 15.0 - Contact Center Express Solutions Overview · subsection 'Outbound IVR and Agent', note on gateway requirement · Checked 2026-10-02
45. 45
    Outbound license usage is not captured in the License Utilization Cisco Unified Intelligence Center report unless the system uses Smart Licensing.

    Release Notes for Cisco Unified Contact Center Express Solution, Release 15.0 - Cisco Unified Contact Center Express · subsection 'Unsupported features and configurations for Progressive and Predictive Agent Outbound' · Checked 2026-10-02
46. 46
    The campaign Lines Per Port/Agent value ranges from 1 to 3 with a default of 1.5, and for a Predictive campaign it is the seed value passed to the predictive algorithm.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Add New Campaign', Lines Per Port / Lines Per Agent field · Checked 2026-10-02
47. 47
    Unified CCX 15.0 supports at most 15 active outbound campaigns.

    Solution Design Guide for Cisco Unified Contact Center Express, Release 15.0 - Contact Center Express Solutions Overview · subsections 'Direct Preview Outbound', 'Outbound Progressive and Predictive Dialer', 'Outbound IVR and Agent' · Checked 2026-10-02
48. 48
    The campaign Maximum Attempts value ranges from 1 to 3 with a default of 3.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Add New Campaign', Maximum Attempts field · Checked 2026-10-02
49. 49
    Unified CCX 15.0 supports at most 150 active outbound agents, and the IVR outbound limit is 150 IVR ports and agent seats.

    Solution Design Guide for Cisco Unified Contact Center Express, Release 15.0 - Contact Center Express Solutions Overview · subsections 'Direct Preview Outbound', 'Outbound Progressive and Predictive Dialer', 'Outbound IVR and Agent' · Checked 2026-10-02
50. 50
    For multi-country outbound campaigns the configured area code must also include the country code.

    Release Notes for Cisco Unified Contact Center Express Solution, Release 15.0 - Cisco Unified Contact Center Express · subsection 'Unsupported features and configurations for Progressive and Predictive Agent Outbound' · Checked 2026-10-02
51. 51
    The Outbound subsystem ships with North American area-code-to-time-zone mappings; campaigns outside North America need area code mappings added manually.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Outbound Subsystem and Time Detection' and section 'Add Area Codes' · Checked 2026-10-02
52. 52
    Unified CCX does not support the national do-not-call list, and Cisco tells administrators to abide by it themselves.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Do Not Call Contacts' · Checked 2026-10-02
53. 53
    The campaign No Answer Ring Limit defaults to 15 seconds with a range of 1 to 60 seconds.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Add New Campaign', No Answer Ring Limit field · Checked 2026-10-02
54. 54
    Voice-gateway-based redundancy of the outbound SIP gateway is not supported.

    Solution Design Guide for Cisco Unified Contact Center Express, Release 15.0 - Contact Center Express Solutions Overview · subsection 'Outbound Progressive and Predictive Dialer' / deployment guidelines · Checked 2026-10-02
55. 55
    Unified CCX does not support gateway voice translation rules that modify the number it dials for outbound calls; forward-digits, digit-strip and prefix in the dial-peer are supported instead.

    Release Notes for Cisco Unified Contact Center Express Solution, Release 15.0 - Cisco Unified Contact Center Express · section 'Removed and Unsupported features', subsection 'Unsupported features and configurations for Progressive and Predictive Agent Outbound' · Checked 2026-10-02
56. 56
    The outbound application procedure creates a Call Control Group of type Outbound (Subsystems > Cisco Unified CM Telephony > Call Control Group), an application, and a trigger assigned to that Outbound call control group.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Configure Application and Trigger for Outbound Campaign', procedure · Checked 2026-10-02
57. 57
    In Predictive mode the dialer automatically adjusts the number of lines dialed per available port or agent, aiming to keep resources busy without exceeding the configured maximum abandoned call rate.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Supported Dialers and Dialing Modes for Outbound', Predictive Dialing Mode · Checked 2026-10-02
58. 58
    If an agent does not respond to a Direct Preview reservation within the General outbound Preview Call Timeout, the agent is set to Not Ready.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Configure General Outbound Properties', Preview Call Timeout field · Checked 2026-10-02
59. 59
    Direct Preview dialing requires the Call Waiting option to be disabled in Unified CM on each outbound agent's phone.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Supported Dialers and Dialing Modes for Outbound', Direct Preview Dialing Mode · Checked 2026-10-02
60. 60
    The UCCX 15.0 release notes say Finesse does not support Skip, Skip-Next, Skip-Close, Reject, Cancel Reservation or Do Not Call for Direct Preview outbound calls.disputed

    Release Notes for Cisco Unified Contact Center Express Solution, Release 15.0 - Cisco Unified Contact Center Express · subsection 'Unsupported options on Finesse for Direct Preview Outbound' · Checked 2026-10-02
61. 61
    The Direct Preview dialer is included with the Unified CCX Premium license package without any additional license.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Outbound Feature for Unified CCX', licensing paragraph · Checked 2026-10-02
62. 62
    After accepting a Direct Preview call, and during Wrap-Up, the agent can reclassify it in Finesse as Answering Machine, Fax, Invalid Number or Voice.

    Cisco Finesse Agent and Supervisor Desktop User Guide, Release 15.0(1) - Common Tasks · section 'Reclassify a Direct Preview Outbound Call' · Checked 2026-10-02
63. 63
    A Direct Preview call arrives in Finesse as a popover with Accept and Decline, the agent moves to Reserved (Outbound), and on Accept the system places the call to the customer from the agent's own phone.

    Cisco Finesse Agent and Supervisor Desktop User Guide, Release 15.0(1) - Common Tasks · section 'Answer a Direct Preview Outbound Call' · Checked 2026-10-02
64. 64
    Each inbound Flex Premium seat provides one Direct Preview outbound seat.

    Solution Design Guide for Cisco Unified Contact Center Express, Release 15.0 - Contact Center Express Solutions Overview · subsection 'Direct Preview Outbound' · Checked 2026-10-02
65. 65
    In Progressive mode the administrator sets a fixed number of lines dialed per available agent or IVR port for the campaign, and may need to adjust it manually based on the observed abandon rate.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Supported Dialers and Dialing Modes for Outbound', Progressive Dialing Mode · Checked 2026-10-02
66. 66
    The Unified CCX dialer dials outbound contacts only while the publisher database is in the IN SERVICE state.

    Release Notes for Cisco Unified Contact Center Express Solution, Release 15.0 - Cisco Unified Contact Center Express · subsection 'Unsupported features and configurations for Progressive and Predictive Agent Outbound' · Checked 2026-10-02
67. 67
    Agent-based Progressive and Predictive campaigns are reported in the Agent Outbound Campaign Summary, Agent Outbound CCDR, Agent Outbound Half Hourly and Outbound Agent Detail Performance historical reports.

    Cisco Unified Contact Center Express Reporting User Guide, Release 15.0 - Historical Reports · section 'Outbound Reports' · Checked 2026-10-02
68. 68
    IVR-based campaigns are reported in the IVR Outbound Campaign Summary, IVR Outbound CCDR and IVR Outbound Half Hourly historical reports.

    Cisco Unified Contact Center Express Reporting User Guide, Release 15.0 - Historical Reports · section 'Outbound Reports' · Checked 2026-10-02
69. 69
    Cisco advises viewing Unified CCX historical reports during off-peak hours, and reports covering a failover period may have missing or incorrect data.

    Cisco Unified Contact Center Express Reporting User Guide, Release 15.0 - Historical Reports · chapter 'Historical Reports', introductory notes · Checked 2026-10-02
70. 70
    Direct Preview campaigns are reported in the Preview Outbound Campaign Summary and Preview Outbound Agent Detail Performance historical reports.

    Cisco Unified Contact Center Express Reporting User Guide, Release 15.0 - Historical Reports · section 'Outbound Reports' · Checked 2026-10-02
71. 71
    Cisco's tech notes require the Outbound subsystem, Unified CM Telephony subsystem, RmCm subsystem and Unified CCX Database to be in service before configuring agent-based Progressive or Predictive campaigns.

    Configure Outbound Dialer for UCCX Agent Based Progressive · section 'Requirements' · Checked 2026-10-02
72. 72
    After a failover or restart, contacts left in Active status are set to call status 7 (Unknown) and return to Pending at midnight so they can be dialed again.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Failover and System Restarts' and section 'Call Status Values' · Checked 2026-10-02
73. 73
    SIP gateway parameters must be configured in Unified CCX for IVR-based campaigns and for agent-based Progressive and Predictive campaigns.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Configure Outbound Subsystem in Unified CCX', step 3 · Checked 2026-10-02
74. 74
    The SIP gateway used by the dialer is configured in Unified CCX Administration under Subsystems > Outbound > SIP Gateway Configuration by entering the gateway's IP address.

    Configure Outbound Dialer for UCCX Agent Based Progressive · section 'Configure', step 'Configure SIP Gateway' · Checked 2026-10-02
75. 75
    Cisco's agent-based Progressive tech note was tested with UCCX 12.5.1, CUCM 12.5.1 and an ISR4451 on IOS-XE 17.03.04a with a PVDM4-64 DSP module, not with Release 15.0.

    Configure Outbound Dialer for UCCX Agent Based Progressive · section 'Components Used' · Checked 2026-10-02
76. 76
    If a contact's area code has no mapping, the Outbound subsystem uses the server's local time zone and Daylight Saving Time setting for that contact.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Outbound Dialer Configuration · section 'Outbound Subsystem and Time Detection' · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Setting up outbound campaigns in Unified Contact Center Express. WarmTransfer. https://warmtransfer.net/guides/uccx-outbound-setup

@misc{warmtransfer-uccx-outbound-setup,
  title  = {Setting up outbound campaigns in Unified Contact Center Express},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/uccx-outbound-setup},
  note   = {Verified 2026-10-02}
}