Documentation:HTCC:IWWDep:IntOutboundCampaigns:9.0.0

Outbound campaigns

Agent Workspace supports the following Outbound campaign types:

• Preview:
  • Preview: Contacts are retrieved manually by the agent and dialed manually by the agent. These are low volume/high value campaigns, in which campaign calls are made by using a preset calling list for a specific campaign.
  • Push-preview: Contacts are retrieved automatically by the campaign, but the agent dials the call manually. These are low volume/high value campaigns, in which campaign calls are made by using a preset calling list. Agents are provided with a preview of the call, and then can either have the opportunity to accept it, or to reject it and return it to the top of the queue or discard the record.
  • Direct Push-preview: Unlike regular Push Preview Dialing Mode, Direct Push Preview Dialing Mode does not require a connection to Interaction Server to have records pushed to Workspace. Instead, Outbound Contact Server (OCS) pushes preview records directly to Workspace by sending unsolicited User Events.
  • Manual preview dialing: Preview and Push-preview campaigns can be set up so that an agent must either select the number to dial or manually enter the number to dial in a dialog box. This mode respects local regulations where automated or click-to-dial dialing are prohibited.
• Progressive: Contacts are retrieved and dialed automatically by the campaign. These are low volume/high value campaigns, in which outbound calls are directed to the agent desktop.
• Predictive: Contacts are retrieved and dialed automatically by the campaign. These are high volume/low value campaigns, in which outbound calls are directed to the agent desktop.

Enabling agents to join an Outbound Campaign

You can enable agents to join an Outbound Campaign call to a contact that is stored in Outbound Contact Server (OCS).

Before you begin, ensure that the following prerequisites are met:

• The GWS Application Server object object exists in the Configuration Database.

To enable agents to join an Outbound Campaign call to a contact:

1. Allow the Outbound privileges for the role to which the agent is assigned.
2. Configure the Outbound options in the interaction-workspace section of the GWS Application Server object object.

Outbound privileges

Agent Workspace employs the following Outbound privileges for all Outbound campaign voice interactions:

• privilege.outbound.can-use: Enables access to the Outbound Campaign functions. All other outbound privileges and configuration options have a dependency on this privilege.
• privilege.outbound.can-cancel-record: Enables agents to decline a preview record so that it is not processed during the current campaign.
• privilege.outbound.can-dial-alternative-chained-record: Enables agents to dial a number from the preview record chain that is different from the number selected by the system.
• privilege.outbound.can-dial-on-new-number: Enables agents to dial an outbound contact on a new number, resulting in a new record added to the chain. The Dial New Phone Number dialog is displayed when the agent selects the Dial New Phone Number option from the Choose Number drop-down menu. Depends on privilege.outbound.can-dial-alternative-chained-record.
• privilege.outbound.can-get-next-preview-record: Enables agents to request a new preview record while terminating the processing of the previous record.
• privilege.outbound.can-mark-do-not-call: Enables agents to mark a contact as Do Not Call.
• privilege.outbound.can-reject-record: Enables agents to decline a preview record and redirect it back to the queue to be processed by another agent in the campaign.
• privilege.outbound.can-reschedule: Enables agents to reschedule an outbound record of an active call for callback at a different date and/or time.
• privilege.outbound.can-reschedule-before-call: Enables agents to reschedule an outbound record of an Outbound Preview for callback at a different date and/or time. The Can Reschedule privilege must be enabled for this privilege to be active.
• privilege.outbound.can-reschedule-on-new-number: Enables agents to reschedule an outbound record using a new number. This action results in a new record being added to the chain.
• privilege.outbound.can-set-call-result: Enables agents to set a call result for the outbound record.
• privilege.outbound.push-preview.can-use: Enables agents to participate in an Outbound push-preview campaign.
• privilege.outbound.record-information.can-view: Enables agents to view the Record Information area in an Outbound Record.
• privilege.outbound.record-information.can-update: Enables agents to edit or update fields in the Record Information area of an Outbound Record that are configured as editable. If this privilege is present, then the value of the privilege.outbound.record-information.can-view privilege is implicitly considered to be set to true.

Outbound options configuration

After you grant privilege.outbound.can-use, use the following options in the interaction-workspace section to configure outbound interactions:

• expression.outbound-campaign-phone-number: Specifies the regular expression to validate a phone number in the "New Phone Number" dialog to dial an Outbound Preview Record on a new phone number. Depends on privilege.outbound.can-dial-on-new-number.
• outbound.call-result-values: Specifies the list of call results that are available for the agent to use for an outbound interaction. The call results are displayed in the order in which they appear in the list. For example: Answered,NoAnswer,AnsweringMachine,Busy,WrongNumber
• outbound.call-result-automatically-selected: Specifies the call result to be selected by default for outbound records. The specified call result must be defined by the values that are specified for the outbound.call-result-values option. If set to an empty value, the current call result of the outbound record is selected, or unknown is selected if there is no current value.
• outbound-callback.ringing-bell: Specifies the outbound callback ringing sound configuration string of a scheduled callback pushed to the agent as a preview.
• outbound.preview.max-simultaneous-preview-record: Specifies the maximum number of simultaneous Outbound Preview records an agent can view in the interaction window. A 0 or a negative value indicates no limit.
• outbound.timed-preview-auto-dial: Specifies whether agents in Preview, Push preview, and Reschedule preview campaigns can manually dial a record, have the call auto-dialed as soon as the record is accepted, or have the call auto-dialed after a specified number of seconds.
• outbound.treatment-mode: Specifies the type of treatment to be applied for an outbound record after it is marked as processed. This treatment is applied only if the record is not rescheduled for a callback. Use the outbound.dispositions-allowing-treatment-on-reschedule option to specify one or more disposition codes that can be set by an agent to trigger the treatment to be sent when a call is rescheduled.
• outbound.dispositions-allowing-treatment-on-reschedule: Specifies the list of disposition codes that, if at least one is selected by an agent when handling and Outbound call, causes the treatment specified by the outbound-treatment-mode option to be sent to OCS when the interaction is marked Done after it is rescheduled.
• contact.ucs-interaction.voice-campaign.enable-create: Enables the interaction history to be generated in the Universal Contact Server (UCS) for Voice Outbound Campaign interactions.
• contact.ucs-interaction.voice-campaign.create-without-contact: Specifies whether a outbound campaign interaction is created in Universal Contact Server (UCS) when there is no associated contact.

Important

You can edit case information to include custom fields in the case information for an Outbound interaction.

Setting up Direct Push-preview

To set up Outbound Direct Push-preview, first configure Outbound Contact Server (OCS) for Direct Push Preview dialing mode:

• Assign the value true to the direct-push-preview option.
• Assign the value yes to the agent_preview_mode_start option to ensure that agents can use the Stop/Get Record toggle in the My Campaigns tab, otherwise agents will not be able to stop receiving records while the campaign is active.

OCS does not differentiate between Push Preview mode and Direct Push Preview when it alerts Workspace that a Push Preview campaign is starting; therefore, you must make the following additional configurations on the Workspace application object when you use Direct Push Preview:

1. Set the value of the outbound.push-preview-mode option to direct. This option specifies whether Push Preview is running in regular or direct mode on OCS. In direct mode, OCS communicates directly with Workspace instead of utilizing Interaction Server to handle interactions. This means that there is no automatic agent state control.
2. If the OCS agent_preview_mode_start option is set to yes, set the outbound.agent-preview-mode option to true so that OCS knows when Workspace is ready to receive new preview records.
3. Optionally configure the outbound.direct-push-preview-toast.timeout option if you want to change the duration that Workspace waits for an agent to accept or reject a preview record before automatically rejecting the record and telling OCS to send a new one. By default, Workspace waits 20 seconds.

• Use the outbound.direct-push-preview.no-record-timeout option to specify the duration for which Workspace, after having sent a Preview Mode Start request, waits for OCS to send a Direct Push Preview record before displaying a toast to the agent informing them that there are no more records in the current campaign.

Provisioning Case Data

It is possible to display specific outbound campaign information in the Case Information area.

This information can be displayed in the Toast or Case Information area, and/or in the interaction Case Information area.

To display this information, you will need to add some business attribute values to the business attribute configured for Toast or Case Information. The toast business attributes is configured in the Agent Workspace option toast.case-data.format-business-attribute.

To specify a title for the Toast window, configure field values for the title in the toast.window-title configuration option.

The interaction business attribute is configured in the Agent Workspace option interaction.case-data.format-business-attribute.

Within these business attributes, you can add business attribute values for OCS Outbound Reserved Fields and OCS Custom fields.

OCS Outbound Reserved Fields

Create a business attribute value by following this pattern:

• Display Name: <Whatever you want>
• Name: The OCS Reserved key for this outbound field (for example, GSW_CAMPAIGN_NAME for the name of the campaign).
• Limitation: For From and Until campaign fields (GSW_FROM, GSW_UNTIL), the presented value will be the number of seconds since midnight.

There are 3 specific OCS reserved fields for which it's needed to add a dedicated section in the annex to display the field correctly:

• GSW_PHONE_TYPE
• GSW_RECORD_STATUS
• GSW_RECORD_TYPE

Here is the configuration to be created to be able to display the fields.

PhoneType

• Display Name=Phone Type (or something else)
• Name=GSW_PHONE_TYPE

  Annex=
    Section=interaction-workspace
        display-type=enum
        enum.business-attribute=PhoneTypes (or something else)

Then create the PhoneTypes business attribute, with the following business attribute values:

Name=0, Display Name=No Contact Type
Name=1, Display Name=Home Phone
Name=2, DisplayName=Direct Business Phone
Name=3, DisplayName=Business With Ext
Name=4, Display Name=Mobile
Name=5, Display Name=Vacation Phone
Name=6, Display Name=Pager
Name=7, Display Name=Modem
Name=8, Display Name=Voice Mail
Name=9, Display Name=Pin Pager
Name=10, Display Name=Email Address
Name=11, Display Name=Instant Messaging

RecordStatus

• Display Name: Record Status (or something else)
• Name: GSW_RECORD_STATUS

  Annex=
    Section=interaction-workspace
        display-type=enum
        enum.business-attribute=RecordStatus (or something else)

Then create the RecordStatus business attribute, with the following business attribute values:

Name=0, Display Name=No Record Status 
Name=1, Display Name=Ready
Name=2, DisplayName=Retrieved
Name=3, DisplayName=Updated
Name=4, Display Name=Stale
Name=5, Display Name=Cancelled
Name=6, Display Name=Agent Error 
Name=7, Display Name=Chain Updated
Name=8, Display Name=Missed Callback

RecordType

• Display Name: Record Type (or something else)
• Name: GSW_RECORD_TYPE

  Annex=
    Section=interaction-workspace
        display-type=enum
        enum.business-attribute=RecordTypes (or something else)

Then create the RecordTypes business attribute, with the following business attribute values:

Name=0, Display Name=No Record Type
Name=1, Display Name=Unknown
Name=2, DisplayName=General
Name=3, DisplayName=Campaign Rescheduled
Name=4, Display Name=Personal Rescheduled
Name=5, Display Name=Personal Callback
Name=6, Display Name=Campaign Callback
Name=7, Display Name=No Call

OCS Custom fields

• Display Name: Whatever you want
• Name: the send_attribute for the outbound custom field.

Depending on the custom field type, some information should be added within the annex of the business attribute value. If the custom field type is:

• char, varchar: no annex is needed
• int: add, in annex, a section titled "interaction-workspace" with a display-type=int option
• float: add, in annex, a section titled "interaction-workspace" with a display-type=float option
• datetime: add, in annex ,a section titled "interaction-workspace" with a display-type=date option

Unsupported Use Cases

The following are unsupported outbound use cases.

Outbound Operations

• Not possible to update the Outbound Campaign Record (Custom Fields).
• Not possible to reschedule the Outbound Campaign Record

Using the CX Contact User-defined fields in the Record Information area

If you are using CX Contact to manage your Outbound campaign, Workspace supports the display of the extended user-defined fields in the Record Information area of the Voice interaction view.