Acqueon Campaigns Configuration

Your Workspace instance should connect to Acqueon Campaigns. The latter is where most of the information flows for the agents—data like contact details, outcomes, and more.

This section walks you through configuring Acqueon Campaigns for your Workspace instance.

After logging in to the Workspace Admin app to configure Acqueon Campaigns, click AE Configuration in the left navigation menu.

Campaigns Configuration

In this section, you must configure all the details that your Workspace instance requires to acquire authenticated access to Acqueon Campaigns via APIs.

In the Configuration section, complete the following information:

1. AE Web Service URL  - Provide the URL for the Acqueon Campaigns web service. This URL is available in Acqueon Campaigns UI – copy and paste it in this field. For example, https://<FQDN>/<Tenant><AECWebservice/api/LCM>. Here

   1. FQDN is the fully qualified domain name where the Acqueon Campaigns instance is installed.

   2. Tenant is the tenant name using the Acqueon Campaign instance.

   3. <AECWebservice/api/LCM> is the webservice path on the server where Acqueon Campaigns is installed.

2. User Name - Type a user name for this Workspace instance.

3. Reset Password - Select this checkbox to allow the other admin user to reset the password.

4. Password - Type a password to authenticate the user.

5. Enable API Keys - Select this checkbox to authenticate the user via API Key and Secret Key generated by Acqueon Campaigns. Workspace uses the Campaigns-provided API Key and Secret Key as part of the authentication request packet.

   Note:

   The API Key and Secret Key are created on the Acqueon Campaigns application. Ensure both keys are active.

6. Disable Call ID Validation - Select this key to disable the call ID validation for every call on Workspace. This delivers the call to the agent without validating the call ID received from Acqueon Campaigns.

   Note:

   This key is active only if your Workspace integrates with the Five9 or Webex CC platforms.

7. Dialer Names - Provide the dialer names that need to communicate with Acqueon Campaigns. Separate each dialer by a comma. This works only for manual campaigns and when multi-dialer campaigns are enabled on Acqueon Campaigns.

Outcome Configuration

In this section, you must configure all the outcome-related details that the agent must see and set during active calls. Complete the following details:

1. Enable Lead Score - Select this checkbox for the Lead Score field to be displayed to the agent. If you enable this, specify the maximum lead score that an agent can set against an interaction.

   Note:

   The maximum lead score that you can configure is 1000. Agents must set the lead score in multiples of 10. For example, 40.

2. Callback: Enable customer time zone - Select this checkbox to display callback time in the n the customer's time zone.

   1. Auto Select customer time zone by default - To have the customer time zone as the default callback time, select this checkbox.

3. Callback: End time required - Select this checkbox to make the callback end time mandatory for the agent.

   1. Callback end time in hours - Enter the number of hours within which the callback must end if you prefer hours over an absolute time.

4. Enable Manual Dial/Skip Trace/Non-PEWC when the agent is in the Ready state - Select this checkbox if you want to enable the agent with the following features when in the Ready state:

   Note:

   This checkbox is left unselected by default.

   1. Manual Dial - Allows the agent to manually dial a call.

   2. Skip Trace - Enables the Skip Trace widget for the agent to use the functionalities therein.

   3. Non-PEWC - Allows the agent to dial out non-PEWC calls.

Preview Call Configuration

In this section, you must configure the Preview pacing mode-related activities for an agent.

Note:

The Preview pacing mode is not available for Workspace instances using the Amazon Connect non-tethered model for dialing.

1. Disable Skip button - Select this checkbox to allow the agent to skip a preview call.

2. Disable Close button - Select this checkbox to allow the agent to close a preview call, thereby closing the contact.

3. Disable Delay button - Select this checkbox to not allow the agent to delay a preview call. The Acqueon Campaigns application reschedules this contact.

Direct Preview Call Configuration

In this section, you must configure the Direct Preview pacing mode-related activities for an agent.

1. Disable Skip button - Select this checkbox to not allow the agent to skip a preview call.

2. Disable Close button - Select this checkbox to not allow the agent to close a preview call, thereby closing the contact.

3. Disable Delay button - Select this checkbox to not allow the agent to delay a preview call. The Acqueon Campaigns application reschedules this contact.

MCD Configuration

In this section, configure the Multi-campaign Disposition (MCD) widget for your agent.

1. Enable MCD pop-up in Disposition Widget - If an agent is using the Outcome widget, selecting this checkbox activates a toggle button. The agent can select this toggle button to pop up the MCD Widget and set the disposition for other campaigns while on a call. Select this checkbox to activate the toggle button.

   1. MCD button label - Type a name for the MCD toggle button that appears for your agent.

2. Enable MCD in Not Ready State - By default, the MCD Widget is accessible only during an active call. If the agent must view the MCD widget even in the Not Ready state, select this checkbox.

Note:

This checkbox is left unselected by default.

Skip Trace Configuration

This section contains configurations for the Skip Trace widget for your agent.

1. Enable Skip Trace Configurations - Select this checkbox if the Skip Trace Widget should be enabled for your agent.

   1. Tenant ID - If you select the checkbox to enable, provide a Tenant ID for whom the skip trace functionality applies. This Tenant ID can be obtained from Acqueon Campaigns.

   2. Subtenant ID - If you select the checkbox to enable, provide a Subtenant ID for whom the skip trace functionality applies. This Tenant ID can be obtained from Acqueon Campaigns.

You have now completed the following tasks under Acqueon Campaigns configuration:

• Configured Channels

• Completed LCM Key Mapping

• Mapped Fields

• Configured Workflows

• Acqueon Campaigns Configuration

Navigate next to complete Channel Configuration.