Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Workflow for voice campaigns

  1. User creates a campaign in ECM (IVR or Agent based) and selects the relevant Cisco campaign

  2. User uploads campaign contacts to the campaign using any of the options described in Upload Campaign Contacts section

  3. ECM’s “Contacts Feeder” service writes the contact to the Cisco campaign DB over APIs (in case of UCCX) or direct DB connections (in case of CCE)

  4. Cisco Outbound generates an automatic call to the customer

  5. The results of the calls are synchronized by the “Call Results Synchronizer” service

  6. Unsuccessful calls are retried or closed as per the strategy defined in Call Strategies.

    Drawio
    bordertrue
    viewerToolbartrue
    fitWindowfalse

    diagramNamesupervisor tools architectural design

    diagramDisplayName
    lboxtrue
    revision1
    diagramNameECM-Campaigns-Workflow
    simpleViewerfalse
    width600
    links

    diagramWidth

    auto

    994

    tbstyle

    revision

    top

    1

    diagramWidth

...

  1. 1083

Workflow for SMS campaigns

  1. User creates an SMS campaign in ECM.

  2. User associates the “Default” strategy with the campaign or create a new, customized strategy and associate it with the SMS campaign.

  3. Uploads a CSV file containing contact details.

  4. System sends SMS messages in bulk to customers in the list using client’s SMS gateway

  5. The delivery status of the SMS messages are updated in the DB (if the SMS gateway in use by the client sends the delivery report)

  6. Contacts are retried or closed based on the strategy defined in the Call Strategies.