Workflow for voice campaigns
User creates a campaign in ECM (IVR or Agent based) and selects the relevant Cisco campaign
User uploads campaign contacts to the campaign using any of the options described in Upload Campaign Contacts section
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)
Cisco Outbound generates an automatic call to the customer
The results of the calls are synchronized by the “Call Results Synchronizer” service
Unsuccessful calls are retried or closed as per the strategy defined in Call Strategies.
Workflow for SMS campaigns
User creates an SMS campaign in ECM.
User associates the “Default” strategy with the campaign or create a new, customized strategy and associate it with the SMS campaign.
Uploads a CSV file containing contact details.
System sends SMS messages in bulk to customers in the list using client’s SMS gateway
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)
Contacts are retried or closed based on the strategy defined in the Call Strategies.
