This article is intended to provide an end-to-end procedure on how to configure voice based outbound campaigns in Webex Contact Center. This procedure also covers configurations of other dependent component applications such as Control Hub, Campaign Manager LCM (List and Campaign Manager), and Webex Contact Center Agent Desktop.

Overview

Webex Contact Center provides enterprises with the ability to create and manage outbound campaigns using the LCM (List and Campaign Manager) application.

To create and manage campaigns, the enterprise must have purchased the Campaign Manager SKU.

Types of Outbound Campaign Modes

The following types of outbound campaign modes are available in Webex Contact Center.

Outbound Preview Campaign Modes

An agent who is not handling active contacts can click the Campaign Contact icon in the Agent Desktop to initiate an outbound preview campaign call. Campaign Management synchronizes the agent state and team information for the enterprise in real-time. Campaign Management dynamically retrieves a contact to whom an agent can dial out to, based on the preview campaigns that are currently active for the agent's team. There can be multiple campaigns that are active at the same time. The contact details are displayed to the agent. The agent can then make the outbound preview campaign call.

For more information on how to make outbound preview campaign calls, see Make an outbound preview campaign call.

Outbound Progressive Campaign Modes

Agents don't need to manually initiate the outbound call in the Progressive dialer. When an agent completes a call and moves to the Available state, the dialer automatically dials the next number in the contact list. The dialer dials one contact for every available agent. Progressive dialers are ideal where the calls are similar in nature such as campaigns, and agents benefit when the system connects them to the contact.

For progressive campaigns, customers using Webex Contact Center 1.0 or earlier versions of Campaign Manager will need to upgrade their version of Campaign Manager to use all features.

For more information on how to make outbound progressive campaign calls, see Make an outbound progressive campaign call.

Outbound Predictive Campaign Mode

Predictive campaign calls are very much similar to progressive calls. Agents don't need to manually initiate the outbound call in the Predictive dialer. When an agent completes a call and moves to the Available state, the dialer automatically dials the next number in the contact list. The dialer dials one contact for every available agent.

IVR Based Campaign Calls

As a part of proactive outreach functionality, IVR based campaigns enable administrators to configure predictive dialers for agents to dial IVR based campaign. This feature completes all the campaign offering with Campaign Manager to claim outbound campaign product in the market. Also known as 'Agentless campaign', this feature enables customers to record messages and send the recorded messages as part of the campaign calls that include voice support and agent callback. A new report called IVR based campaign report will be created for this feature.

IVR Based Campaign is in Limited Availability (LA). Contact your CSM for more information.

IVR campaigns are available in two modes:

  • IVR progressive mode
  • IVR predictive mode

For more information on additional steps to configure IVR campaign types, see step-7 below.

The following diagram depicts a summarized workflow that administrators of the respective components perform to set up outbound campaign calls:

Configure Campaign Calls Workflow

Before you begin

  • You can configure and use outbound campaigns only if your enterprise has purchased the premium agent license and the Campaign Manager SKU.

  • For outbound progressive campaign calls, make sure that you use Campaign Manager LCM version 4.2.1.2310 and above.

  • For outbound predictive campaign calls, make sure that you use Campaign Manager LCM version 4.2.1.2401 and above.

  • You must have the administrator role and access credentials for the following applications:

    • Control Hub

    • Webex Contact Center

  • Contact your Account Manager to procure the user ID and password to access LCM.

1

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 Connector screen 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.

2

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

For more information on how to create Agents, see Manage User Profiles in Webex Contact Center.

For more information on how to create Teams, see Manage Teams in Webex Contact Center.

3

In Control Hub, 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.
When you create the outdial queue for the Progressive or Predictive campaign, choose the maximum time in queue to a large enough time interval to avoid the agent reservation requests from timing out frequently. The recommended value is 3600 seconds.

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

4

In Management Portal, create the required Global Variables of type String.

For this purpose, create global variables for the customer data that is imported into LCM.

Do not make global variables reportable if they contain Personally Identifiable Information (PII).

Set Agent Viewable as True for any variable that you want to show on the Agent Desktop. You can create a maximum of 28 global variables for this purpose.

5

In Control Hub, 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)

      You can add additional call control activities such as PlayMusic, DisconnectContact, etc. to this event as per the CPA results such as AMD, ABANDONED, and LIVE_VOICE (for IVR based campaign).

    The following diagram depicts a sample flow configuration for the OutboundCampaignCallResult handler.

    Sample flow for Outbound Progressive Campaign

    For more information on how to configure flows and events, see Create and manage flows and Events in Flow Designer respectively.

6

In Control Hub, configure an Outdial Entry Point for every campaign with the following settings:

  • Assign the outdial queue created in step-3.
  • In the Flow field, associate the flow that you have created for the outbound campaign.

For more information on how to create an outdial entry point, see Create an Outdial Entry Point.

7

Configure outbound campaign groups using the LCM interface.

  1. Webex Contact Center, click Campaign Management Portal to cross launch the LCM interface.

  2. Navigate to Campaign Group and click Add a new Voice Campaign Group.

  3. Assign Dialer and Outdial Entry Point.

  4. In Pacing mode field, choose the campaign type such as Preview, Progressive, Predictive, Progressive IVR, and Predictive IVR.

  5. Link the entry point to the Campaign in LCM to associate the outdial queue created in step-5.

  6. Assign Global Business Parameters and click Next.

  7. 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 the parameters if required.

      To enable AMD, make sure you turn on the Terminating Tone Detection toggle button in the Configure Campaign Group page. By default, this toggle button is set to OFF.

  8. For Predictive campaign, choose Predictive in step: 7-e above and 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.

  9. For IVR based campaign, choose either IVR Progressive or IVR Predictive in Step: 7-e above and configure for the following additional parameters:

    • In the Dialer Details tab and configure the IVR Ports field as per your requirement. You can set the number of IVR ports between 1 and 1000.

      For example, in a progressive campaign, if you set the dial rate as 10, each IVR port can make 10 calls. However, in a predictive campaign, the dial rate of each port increases based on the abandoned rate.

    IVR Based Campaign is in Limited Availability (LA). Contact your CSM for more information.

  10. Define Contact Parameters.

For more information about how to configure campaigns using LCM, see the Cisco Webex Contact Center Campaign Manager User Guide.

8

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

  1. In Webex Contact Center, click Campaign management portal to cross launch the LCM interface.

  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. Choose a campaign and upload contacts under the Contact Lists section. You can upload the contact lists either in CSV or JSON format.

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

For more information about how to configure campaigns using LCM, see Cisco Webex Contact Center Campaign Manager User Guide.

9

Create a Call guide using the LCM interface.

  1. In Webex Contact Center, click Campaign management portal to cross launch the LCM interface.

  2. Click Script Designer.

  3. Click a Campaign Group in the left pane and choose the Campaign Name to add a new Call guide script.

  4. In the Form tab, create a new form and check the Call Guide check box.

    Configure the Business field, Global Variable, Question Field, and Library Function, and use them in the form to create the call guide

  5. Click Save.

  6. Go to the Campaign tab and choose the required call guide from the Call Guide dropdown list.

For more information, see Call Guide and Form topics in Cisco Webex Contact Center Campaign Manager User Guide.

What to do next