(13.3) Communication Flow / Workflow

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.

   
   

Workflow for SMS campaigns

1. The user creates an SMS campaign in ECM.

2. The 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. The system sends SMS messages in bulk to customers in the list using the 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.