Lab 9 - Outbound Campaign (Preview & Progressive)

author: Gagarin Sathiyanarayanan (gasathiy@cisco.com)
Last modified: Wed, 06 Mar 2024

Topic	Lab Type	Difficulty Level	Estimated length
Lab 9.1 Verify Tenant Provisioning	Practical Lab	EASY	5 min
Lab 9.2 Preview Campaign	Practical Lab	EASY	20 min
Lab 9.3 Progressive Campaign	Practical Lab	EASY	20 min
Lab 9.4 Predictive Campaign	Coming Soon	Coming Soon	Coming Soon
Lab 9.5 Call Guide	Coming Soon	Coming Soon	Coming Soon

Introduction

In this lab you will learn about configuring Webex Contact centre to manage outbound voice campaigns using the LCM (List and Campaign Manager) application.

Lab Objective

Configure Webex Contact Centre and LCM (List and Campaign Manager) application
Verify that the Agents can accept outbound campaign calls from the Webex CC Agent Desktop

Lab Pre-requisites

In this lab tenant, the tenant provisioning and integration is already completed. If you are using a different tenant, you can configure and use outbound campaigns only if your enterprise has purchased the Acqueon SKU and provisioning, integration is completed.
You should also be able to login to agent desktop with your respective team created in previous labs
This step should have been completed as part of previous lab sections. If not already done, please create a team and add your agent to this new team
Acqueon tenant version should be v4.2.1.2310 and above ( instructions in this guide are based on v4.2.1.2401)

Lab Section

Lab 9.1 Verify Tenant Provisioning

Navigate to Integrations option and ensure a custom connector with the name CampaignManagerCredential is created

Note: The steps mentioned above are integral to the Acqueon provisioning and integration process and should have been completed as part of your initial setup. This current step serves merely as a verification to ensure everything is in place before you begin with the lab. This has already been completed for the lab tenant. If you are using a different tenant and discover that any of the necessary steps have not been completed on your tenant, please consult the Webex Contact Center Ordering Guide available at https://www.cisco.com/c/en/us/partners/tools/collaboration-ordering-guides.html. Here, you can find the relevant SKUs and instructions on how to place your order.

Lab 9.2 Preview Campaign

Step 1: Navigate to Flows > Manage Flows > Create Flows

Step 2: Provide a desired `Flow Name` and click `Start building Flow`

Step 3: Connect the `NewPhoneContact` activity to `EndFlow` activity. Set `Validations` to On and `Publish Flow`

Note: A flow must be configured with each campaign, referenced by the outdial entrypoint. The flow is simple, but dictates which variables are shown on the agent desktop and in which order. This is done via global variables. Configure variables in the flow as required. In this lab exercise, we will not be configuring any variables.

Step 4: Create Outdial Queue

Navigate to Queues and click Create Queue
Configure the outdial queue
- Name: Provide any desired Name
- Queue Type: Outdial Queue
- Outbound Campaign: ON
- Queue Routing Type: Longest Available Agent
- Call Distribution: Create Group > Select the team that the agent is part of
- Service Level Threshold: Set a desired value
- Maximum Time in Queue: Set a desired value
- Default Music in Queue: Set a desired value
Click Create

Step 5: Create Outdial EntryPoint

Navigate to Channels and click Create Channel
Configure the outdial EntryPoint
- Name: Provide any desired Name
- Channel Type: Outbound Telephony
- Service Level Threshold: Set a desired value
- Routing Flow: Select flow created in Step1
- Version Label: Latest (or as per your configuration)
- Outdial Queue: Select the Queue created in previous step
Click Create

Step 6: Configure Desktop layout for preview

Navigate to Desktop Layouts and click Create Desktop Layout
Provide a desired name and select the team that the agent is part of. Also, download the dekstop layout.
Edit the downloaded layout in any desired text editor and replace advancedHeader section with the below content.

"header":{
            "id":"dw-header",
            "widgets":{
               "acqueon-component":{
                  "comp": "agentx-preview-campaign",
                  "properties":{
                     "isCampaignManagementEnabled": "$STORE.agent.isCampaignManagementEnabled",
                     "agentDbId": "$STORE.agent.acqueonAgentId",
                     "lcmUrl": "$STORE.agent.lcmUrl",
                     "isCallInProgress": "$STORE.agentContact.isActiveCall",
                     "outdialEntryPointId": "$STORE.agent.outDialEp",
                     "teamId": "$STORE.agent.getAcqueonTeamId",
                     "campaignManagerAdditionalInfo": "$STORE.agent.campaignManagerAdditionalInfo",
                     "orgId": "$STORE.agent.orgId",
                     "dialerProxyHost": "$STORE.envVaribles.serviceUrls.dialerProxyHost",
                     "isProgressiveCampaignEnabled": "$STORE.app.featureFlags.isProgressiveCampaignEnabled"

                                }
                                    }
                        },
            "layout":{
               "areas":[["acqueon-component"]],
               "size":{"cols":[1], "rows":[1]}
                    }
                },

Save this layout as a new file and upload it to desktop layout configuration. Click Save
Login to Agent desktop with the team that is assigned this layout and verify that the campaign management icon is visible on the desktop

Step 7: Create Campaign Group (Preview)

Navigate to Contact Center Administration portal
Cross launch into Acqueon administration portal
Navigate to Group and click +
Select Voice Campaign Group option
Configure the below:
- Name: Enter desired Name
- Dialer Name: Select the dialer configured in your tenant
- Entry POint: Select the outdial entrypoint created in Step 5
- Pacing Mode: Preview
Click Next
Select ANI based on your requirement
From the list of available teams, select the respective team that is assigned to agent and move it under Assigned Teams. Click Next
Click Save
Verify group status shows as Executing

Step 8: Create Campaign (Preview)

Navigate to Campaign and click Add Campaign
Configure the below:
- Name: Enter desired Name
- Select Date Range, Time Range, TimeZone as per your requirement
Click Next
Select Dedicated Campaign Group and select the group created in previous step
Click Next
Select Default_Simple_Strategy as the contact strategy
Click Next
Leave the default values as such and click Save

Step 9: Create and upload contact list

Create a text file with comma seperated values as shown in the image below
The first row in the file should be : Firstname,Lastname,Phone
The second row in the file should be: Test,Agent1,<Any US phone number of your choice>
Save the file

Navigate to “Contact Lists” section. Click on the “+” sign at the bottom right and click “Upload Contacts”
Verify “Source Type” is Formatted File
Verify “File Type” is Text/CSV and “Delimiter” is ,
Click “Choose File” and select the file created in the previous step
Navigate to “Field Mapping”, select “ZoneName” as Campaign Specific TimeZone
Navigate to “Modes Mapping”, select “Mobile” as Mobile
Click “Upload”
Click “Refresh” and verify that the list shows up under the list of records
Navigate to Campaign > Actions > Start

Step 10: Accept the Campaign Contact from Agent Desktop

Login to desktop with agent credentials and select the appropriate team that was selected during the outdial queue creation.
Click Campaign Contact and accept the preview contact

Lab 9.3 Progressive Campaign

Step 1: Navigate to Flows > Manage Flows > Create Flows

Step 2: Provide a desired `Flow Name` and click `Start building Flow`

Step 3: Connect the `NewPhoneContact` activity to `EndFlow` activity. Set `Validations` to On and `Publish Flow`

Note: A flow must be configured with each campaign, referenced by the outdial entrypoint. The flow is simple, but dictates which variables are shown on the agent desktop and in which order. This is done via global variables. Configure variables in the flow as required. In this lab exercise, we will not be configuring any variables.

Step 4: [Optional] Configure custom messages for Answering Machine or Abandoned Calls

Navigate to Event Flows

There is a new OutboundCampaignCallResult handler event which can be used to trigger a message to be played to the customer when the call has terminated at a voicemail/Answering machine or will be abandoned. In the diaexample below, a message is played for each case and the call is then disconnected. If the handler is not configured, the call will terminate when these two conditions occur.

Add the Case activity and configure the below 2 cases
- Case1: AMD
- Case2: ABANDONED
- Select the variable as OutboundCampaignCallResult.CPAResult

Add two PlayMessage activity and configure the custom message for both the cases. You can use Text-To-Speech (TTS) or a audio file as required.
Case1 (AMD)
Case2 (ABANDONED)
Add DisconnectContact activity and conenct the output of the PlayMessage activity to it
Also connect the Default outcome of the Case activity to the DisconnectContact activity
Connect the outcome of OutboundCampaignCallResult activity to the Case activity
Connect the Case outcome nodes to its respective PlayMessage activity

Set Validations to On and Publish Flow

Step 5: Create Outdial Queue

Navigate to Queues and click Create Queue
Configure the outdial queue
- Name: Provide any desired Name
- Queue Type: Outdial Queue
- Outbound Campaign: ON
- Queue Routing Type: Longest Available Agent
- Call Distribution: Create Group > Select the team that the agent is part of
- Service Level Threshold: Set a desired value
- Maximum Time in Queue: Set a desired value
- Default Music in Queue: Set a desired value
Click Create

Step 6: Create Outdial EntryPoint

Navigate to Channels and click Create Channel
Configure the outdial EntryPoint
- Name: Provide any desired Name
- Channel Type: Outbound Telephony
- Service Level Threshold: Set a desired value
- Routing Flow: Select flow created in Step1
- Version Label: Latest (or as per your configuration)
- Outdial Queue: Select the Queue created in previous step
Click Create

Step 7: Create Campaign Group (Progressive)

Navigate to Contact Center Administration portal
Cross launch into Acqueon administration portal
Navigate to Group and click +
Select Voice Campaign Group option
Configure the below:
- Name: Enter desired Name
- Dialer Name: Select the dialer configured in your tenant
- Entry POint: Select the outdial entrypoint created in Step 6
- Pacing Mode: Progressive
Click Next
Select ANI based on your requirement
Configure Dial Rate and No Answer Ring Limit as required or as shown in the image below
Click Next

The CPA Parameters tab of the Campaign Group specifies whether CPA and AMD are needed for the call. The CPA parameters are considered advanced and are not typically modified. CPA is performed on the call by the dialer directly - there is no agent awareness. It has the ability to detect FAX machines, busy signals, invalid numbers, no answer calls and answering machines / voicemails.

Enable CPA , AMD Detection, Terminating Tone Detection and click Next

Configure Contact Parameters values as per the requirement and Click Save
Verify group status shows as Executing

Step 8: Create Campaign (Progressive)

Navigate to Campaign and click Add Campaign
Configure the below:
- Name: Enter desired Name
- Business Outcome Group: Default group
Select Date Range, Time Range, TimeZone as per your requirement
Click Next
Select Dedicated Campaign Group and select the group created in previous step
Click Next
Select Default_Simple_Strategy as the contact strategy
Click Next
Leave the default values as such and click Save

Step 9: Create and upload contact list

Create a text file with comma seperated values as shown in the image below
The first row in the file should be : Firstname,Lastname,Phone
The second row in the file should be: Test,Agent1,<Any US phone number of your choice>
Save the file

Navigate to Contact Lists section. Click on the + sign at the bottom right and click Upload Contacts
Verify “Source Type” is Formatted File
Verify “File Type” is Text/CSV and “Delimiter” is ,
Click “Choose File” and select the file created in the previous step
Navigate to “Field Mapping”, select “ZoneName” as Campaign Specific TimeZone
Navigate to “Modes Mapping”, select “Mobile” as Mobile
Click “Upload”
Click “Refresh” and verify that the list shows up under the list of records
Navigate to Campaign > Actions > Start

Step 10: Accept the Campaign Contact from Agent Desktop

Login to desktop with agent credentials and select the appropriate team that was selected during the outdial queue creation.
Change agent status to Available

The below example/demo covers a progressive 1:N dialer with Call Progress Analysis (CPA).

Once an agent is available, the system will place N customer calls (This value is configured in Step 7 under Dial Rate configuration)
For calls which result in live voice, the system will connect the agents
If customer call is abandoned or goes to voicemail, our system will invoke the flow to determine how to handle the scenario (Through Configurations done in Step4)

In the Progressive & Predictive Campaign Realtime Report we can verify that both the numbers in the contact list were dialed once an agent was available

Lab 9 - Outbound Campaign (Preview & Progressive)

Lab 9 - Outbound Campaign (Preview & Progressive)

Table of Contents

Introduction

Lab Objective

Lab Pre-requisites

Lab Section

Lab 9.1 Verify Tenant Provisioning

Lab 9.2 Preview Campaign

Step 1: Navigate to Flows > Manage Flows > Create Flows

Step 2: Provide a desired `Flow Name` and click `Start building Flow`