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  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.

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Workflow for SMS campaigns

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