Set up Connector to integrate LCM application with Webex Contact Center.

1. Log in to the customer organization on Control Hub.

2. Navigate to Services > Contact Center.

3. From the Contact Center navigation pane, select Tenant Settings > Integrations > Connectors.

4. Under Custom Connectors click Set up. The Set up Custom Connectorscreen displays. If you have already added other connectors and you want to add this connector, click Add More.

5. Enter the name of the connector as CampaignManagerCredential.

6. Select Basic Auth as the authentication type from the drop-down list.

7. In Resource Domain, enter the domain name link that Campaign Manager provides to you. This link is sent by email.

8. Enter the username and password that Campaign Manager provides for your organization. The username and password are sent to you by email.

9. Enter the validation URL details.

10. Click Done to save the connector. This is a one-time activity to set up the connector.

In Management Portal, create Agents and Teams. Configure the same team in the outdial queue as confirmed in LCM.

In Management Portal, configure an Outdial Queue for every campaign with the following settings:

• Enable the Outbound Campaign Enabled toggle button.
• Set the Queue Routing Type field to Longest Available Agent.
• In Call Distribution Group field, choose the teams that will work on the respective campaign.

Only a single call distribution group can be added. The agents in the teams selected will be utilized for the progressive campaign and will be reserved by the dialer once they are in the available state. The maximum number of agents supported in a queue are 500.

For more information on how to create an outdial queue, see Create an Outdial Queue.

In Management Portal, create Global Variables.

Create a flow for the Outbound Campaign calls.

1. Add the global variables that are to be displayed on the Agent Desktop in the Interaction Panel.

2. Create a variable with the name campaignId (case sensitive) and a Desktop Label as Campaign Name.

3. In the Desktop Viewability & Order section, select the variables in the order that is desirable for the interaction panel.

   You can add up to a maximum of 30 variables in the interaction panel for this purpose.

4. In the Desktop Viewability & Order section, select campaignId as one of the variables that displays in the incoming popover. This enables agents to view the campaign that they are working on when the call is ringing.

   You can add up to a maximum of 6 variables in the incoming popover for this purpose.

5. Configure the following events:

   • PreDial (for ANI Customization)
   • OutboundCampaignCallResult (for Call Progress Analysis)

   For more information on how to configure events, see Events in Flow Designer.

In Management Portal, configure an Outdial Entry Point for every campaign with the following settings:

Configure outbound campaign groups using the LCM interface.

1. Click on Campaign Management Portal on Webex Contact Center.

2. Navigate to Campaign Group and add a new Voice Campaign Group.

3. Configure Assign Dialer, Outdial Entry Point, and select Campaign type.

4. Assign Global Business Parameters and click Next.

5. To configure Progressive Campaign:

   • Define Caller Id, Dial Rate (1-10), and No Answer Ring Limit.

     For this purpose, Caller Id configured in the Flow Control module of Webex Contact Center takes precedence over this setting.

   • (Applicable to Progressive Campaigns only) Turn on CPA (Call Progress Analysis), AMD (Answering Machine Detection), and Tweak parameters if required.

6. For Predictive Campaign, configure for the following additional parameters:

   • Maximum Dial Rate: Maximum dial rate to achieve configure abandon rate.

   • Abandon Rate: Abandon rate for the campaign.
   • Predictive Correction Pace: Size of the number of voice calls that a major correction is taken to the predictive calls to be dialed.
   • Predictive Gain: Multiplier on how rapidly it moves upward or downward.

   These parameters are only applicable for predictive campaign and will be visible only when predictive campaign is configured.

7. Define Contact Parameters.

Configure outbound campaigns and the questions and answers to display in the call guide at the campaign level using the LCM interface.

1. Click on Campaign management portal on Webex Contact Center.

2. Navigate to Campaign and add a campaign.

3. Define Campaign Name, Category, Business Outcome group, and Timezone, and click Next.

4. Assign Campaign Group defined in Step 7 and click Next.

5. Define Contact Strategy.

6. Define settings for Retry and click Next.

7. Enable settings like DNC, NDNC and save the settings.

8. Click on campaign created and upload contacts under the Contact Lists section. You can upload the contact lists either as a CSV or in JSON format.

9. Start the campaign from the campaign page from Kebab.

Create a call guide.