Campaign Configuration

Perform the following steps to create a Campaign:

1. Go to Admin > Outbound > Campaign Management and select the appropriate campaign to create.

2. Click Create New and add the appropriate name.

   

3. Select a Division and Preview Dialing.

4. Select a Queue of agents you want to participate in this campaign and select a script from the Agent Script list.

5. To allow the agent to bypass a preview contact, enable Allow Skipping of Preview Calls. When disabled, a preview telephone number cannot be skipped by the agent.

6. To permit each agent a fixed amount of time to preview the record before the contact is automatically dialed, turn on Enable Preview Timer.

7. Select the Contact List and Contact List Number form the dropdown. These are temporary fields.

   

8. Do not make any change in Contact List Filter box.

   

9. Caller ID entries allow you to set the name and phone number shown to contacts as Caller ID information. Type a calling party number in the Caller ID: Phone Number box. Type a calling party name in the Caller ID: Name box.

   

10. Do not make any changes in the following fields:

    

    1. DNC List

    2. Call Rule Sets

    3. Contactable Time Set

    4. Advance > Priority

11. Activate Always Running if you want the campaign to continue running even if there are currently no contacts on the contact list.

    

12. Do not make any changes in Contact Storing and Dynamic Queueing fields.

    

Important - Contact List Settings

IMPORTANT

This configuration is required to ensure seamless rule set mapping between Acqueon and Genesys.

When configuring a dialer campaign in Genesys, ensure that the contact list includes a header named Phone01.

If this column is missing, the Acqueon campaign list and associated rules will not map to the Genesys dialer campaign, resulting in an API error.

To resolve or prevent this issue:

1. Create a contact list including the Phone01 column, map to the dialer campaign, and synchronize with Campaign Manager.

2. Ensure the ruleset is created on the dialer campaign.

   1. If created, map this ruleset to the dialer campaign and synchronize with Campaign Manager.

   2. If not created, assign or re-assign the Global Business Parameters under Group in Campaign Manager. This creates the contact list and maps the ruleset.