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Fill in the form with the help of the following table:

Field Name

Description

Name

Enter the name of the campaign. The name of the campaign should not contain special characters and spaces. This is a mandatory field. Each campaign name should be unique and must be longer than 3 characters. 

Status

Switch ‘On’ or ‘Off’ to enable or disable the campaign respectively. If an enabled campaign is to be stopped, just switch its status to ‘Off’. Every newly created campaign has switched off status.

Campaign Type

This determines the type of campaign. Each voice campaign can either be ‘Agent-based’ or ‘IVR-based’. 

    • Agent-based: If the user
select
    • selects this, all the outbound calls in a campaign will be handled by the available agents.
    • IVR-based: If the user
select
    • selects the IVR-based option, the outbound calls in a campaign will be handled by the IVR scripts.
    • None: So the user should select None if the user wants to run this campaign as a non-voice or an SMS campaign.

The default value for the new campaign is always set to None. The type of

the

campaign once defined, cannot be changed later.

Cisco Campaign

Select one Cisco campaign to be linked with the new ECM campaign. This dropdown populates depending upon the value of “Campaign Type”. So if it is “IVR”, all IVR campaigns will be populated in the list and if the “Campaign Type” selected above is None, this field will also show None as the default value. 

Strategy

This is the name of the call strategy to be used for the campaign. Each campaign must have a call strategy associated with it. The system

have

has a Default strategy which

include

includes a single SMS attempt only for SMS campaigns.

 The call strategy of a campaign can only be changed when a campaign is paused. See Call Strategy Management for details.

Start/End time

This determines the valid timings of the campaign execution. So the dialer starts dialing the calls based on the defined time of the campaign.

Days of week 

Select the days of the week when the campaign should start dialing the calls. By default, all

week days

weekdays are selected.

SMS Template

Create/Save the SMS template to send the SMS on campaign contacts 


Click the ‘tick’ ‘Tick’ icon to save changes. 

To update an existing campaign, click on the name of the campaign from the “Campaigns list”. 

To delete a campaign, click on the campaign name and click the “delete” icon displayed on the top right of the campaign detail window.


Note
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  • If you observe that the changes are not taking effect, try navigating to some other page and then get back to see the changes.
  • For web callback requests, create a campaign for callbacks and keep it running based on the call center opening/closing hours. All callback requests collected from the web would be dialed automatically based on this campaign timing. Note that for callbacks, only one campaign for web should be running at one time.

Upload campaign contacts

Campaign contacts can be uploaded from the campaign interface in the form of a CSV/text file.


Note
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We recommend that you import a maximum of 5,000 contacts in the campaign at a time.





User can also monitor the status of uploaded contacts from the “Contacts” menu 

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Campaign contacts can also be imported from a shared locations location in the form of a CSV/text file for ECM to read. See Setting Up Campaigns to see how to specify the machine access. 

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  • Business parameters 1-12: The length of data in these parameters can be defined as per the integration specifications. Normally, the length of these parameters cannot exceed 255 characters. 


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ECM APIs can also be used to upload campaign data from CRM or some other external application. Refer to API doc => Insert Caller APIs to see how to Upload contacts via APIs.

Call Strategy Management

Call strategy defines the calling pattern and redials attempts based on call results. Attempts can be defined in strategy, each attempt has its unique name. Call strategies state what to do with a contact if not reached on the first attempt. This includes configuration of retry attempts and the selection of the channel to retry the contact (i.e. Voice or SMS). 

Multiple campaigns can also share one, common call strategy. 

Note

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Maximum attempts upon the number of attempts define in strategy.


Navigate to Strategies link in the left sidebar.

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Fill the form using the details below:

Field Name

Description

Name

Enter the name of the call strategy. This is a mandatory field.

Attempts Name

Each strategy has multiple attempts, depend upon the use case.

Contact Selection Option

ECM Strategy provides a drop-down option to select the contacts from phone 1 to phone 5 for the attempt.

Channel Selection Option

ECM provides multiple

channel

channels to run the campaign 

  • Voice
  • SMS

Dialer Outcome/Call Result

This defines the dialer outcomes or the call results against which the strategy must be applied. ECM currently supports the following dialer outcomes: 

  • Busy: Indicates that a busy tone was detected on the customer dialed phone.
  • No Answer:
Indicates
  • This indicates that the customer did not answer the call. 
  • Customer Abandoned: Indicates that the customer disconnected the call.
  • Dialer Abandoned: Indicates that the system abandoned the call after dialing because either the IVR port was unavailable or the system failed to transfer the call to IVR.
  • Others: This category groups all other types of call results/dialer outcomes.

You can turn the switch ‘On’ or ‘Off’ to enable/disable the strategy for a particular dialer outcome.

Delay (minutes)

This is the delay time or interval to be provided between the attempts. Please note that the actual dialing interval between the retry attempts will be more than the configured value. It varies and depends upon the following factors: 

  • Syncing of call result: When the call result of the first dialing attempt is retrieved from the gateway, it is first synced with CCX Outbound and then with ECM. 
  • Queue time in outbound call queue: Number of pending calls in the outbound queue may also affect the redial attempt delay.

Expiry (minutes)

This is the expiry time for SMS


To update an existing strategy, Change the attempt order by drag na and drop. Attempt An attempt can be addadded/delete from strategy.

To add a new strategy while viewing the strategy list, click the +’ icon.

To delete a strategy, click the Dots against the strategy name and click the delete option.


Note

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  • There is a system-defined Default strategy, which includes an SMS attempt for SMS campaigns.
  • At least one strategy must be defined in the application to be used with campaigns.
  • A strategy associated with a campaign cannot be deleted.
  • The “Callback” strategy might not work properly. If you want agents to schedule a callback from Finesse, you should not set the call strategy for “Callbacks”. 
  • The scheduled callbacks are handled directly through the Cisco OB dialer. ECM

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  • will not be able to fetch the scheduled callback time details.

Do-Not-Call List (DNC)

The DNC list contains the phone numbers which should not be dialed for outbound campaigns. Usually, the customers who do not wish to be contacted by the organizations are added in the system as DNC contacts. 

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To add a new contact, hover your mouse on the +’ icon. Click the ‘contact’ icon to add a single contact or ‘excel’ icon to add numbers in bulk through a CSV.

Fill in the form using the following details:

Field Name

Description

Name

Enter a name for the contact. This field is optional. 

Number

DNC list in ECM allows

to upload

uploading numbers for a DNC contact. If any of

the 

the uploaded numbers in the campaign data, no call will be generated on that contact. 

A valid number should not exceed more than 15 digits.


Click the ‘tick’ ‘Tick’ icon to save changes. To update a contact, click on the contact from the DNC list.

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The first field in the file corresponds to the primary phone number, the second field corresponds to the secondary number while the third fields identifies identify the contact name.

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Note
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If a contact has any of its numbers invalid in the CSV, the record will be skipped altogether and will not be uploaded to the DNC list.