What is the Outbound Contact Client (OCC)?

The OCC is an application within the IVR platform of Callback and is responsible dialing ASAP and scheduled callbacks. There are 3 applications similar to OCC. Which one is deployed depends on the type of ACD connection with Callback.

• Outbound Contact Client (OCC)
• Outbound IVR (OB IVR)
• Global Call IVR (GC IVR)

One of these applications type is required in a Callback solution. You can not mix the different applications.

The OCC is a required application always installed on each Management Instance server in a Callback solution.

Architecture Overview

Details on each connection point:

1. When Queue Manager determines it's time to dial a callback, a message is sent to OCC to start the dialing process.
2. The OCC is ultimately the application that begins the dialing process or starting the process of getting a dial request to an ACD. Based on the ACD type, it's possible other applications will sit between OCC and the ACD.

Configuration

Some configuration for OCC, such as the IVRServerPrecedence variable that determines which of multiple IVRs to target based on port availability, is contained in the SystemVariables table in the VHT_Config database.

When using external IVRs, the IVRServerPrecedence system variable has no effect, since external IVRs do not provide actual port availability numbers to Queue Manager. In this case, Queue Manager will target the first available IVR listed in the IVRServers table.

For information on all of the available system variables, see the system variables reference guide.