In the Cisco Unified Contact Center Enterprise Outbound Option with SIP Dialer, in which order does the Campaign Manager process perform record queries to send them to Dialer for dialing?

Question

Options

• Apending contacts, callbacks, retries
• Bcallbacks, retries, pending contacts
• Cretries, callbacks, pending contacts
• Dpending contacts, pending callbacks, pending retries

• A
  16% (6)
• B
  71% (27)
• C
  5% (2)
• D
  8% (3)

Explanation

Option B is correct because the Cisco UCCE Campaign Manager follows a strict priority hierarchy: it first processes callbacks (previously scheduled return calls that were promised to customers), then retries (records where a contact attempt was made but unsuccessful and needs redialing), and finally pending contacts (fresh, not-yet-attempted records). This order ensures customer commitments are honored first, in-progress records are serviced next, and new outreach is handled last.

Why the distractors are wrong:

• A (pending, callbacks, retries) inverts the priority - it incorrectly treats new contacts as the most important, leaving promised callbacks to wait.
• C (retries, callbacks, pending) misorders the top two tiers - retries do matter, but scheduled callbacks represent explicit customer promises and always take precedence over retries.
• D uses the word "pending" in front of all three categories, which is not how Cisco documentation categorizes the record types and blurs the real distinction between them.

Memory tip: Think of it as "honor your promises first" - Callbacks are commitments, Retries are work in progress, and Pending contacts are new business → C-R-P = "Customer Relationships Prioritized."

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