Cisco UCCE
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Cisco UCCE
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Every Campaign on the Cisco UCCE dialer is represented as a campaign Group on the Campaign Manager. You can create any number of campaigns on the Campaign Manager and attach these campaigns to any campaign group. Campaigns can be called sub-campaigns or extensions of the Cisco UCCE campaigns or campaign groups on Campaign Manager.
You can create various types of campaign groups:
Synchronized Campaign Groups: These are created and available in the Cisco environment as campaigns. Synchronize your application to inherit all campaign properties for delivering your contacts to Cisco UCCE. You cannot delete these campaigns unless they are deleted at the Cisco UCCE level. Synchronize your campaigns to reflect any changes made in Cisco UCCE on the Campaign Manager application.
Shared Campaign Groups: These are automatically created when you create a Shared Campaign. For more details, see Campaign.
Email Campaign Groups: These logically group Email Blaster campaigns. They can only be created on the Campaign Manager application.
SMS Campaign Groups: These logically group SMS Blaster campaigns. They can only be created on the Campaign Manager application.
Digital or CPaaS Campaign Groups: These run non-voice and IVR campaigns using the Twilio Flex CPaaS provider.
Voice Campaign Groups: These create dialer campaigns on Cisco UCCE, version 11.5. You can create Campaign Manager campaigns within these groups.
Add Campaign Groups
Create campaign groups for SMS and Email Blaster campaigns, as well as digital CPaaS agent-less campaigns, using this option. Run IVR campaigns on Campaign Manager using Twilio Flex to accomplish this. You can perform the following tasks:
Create a new Manual campaign group
Create a new Voice campaign group
Create a new Digital or CPaaS campaign group.
Fields
Fields | Description |
|---|---|
Initial Number of Contacts | Initial Number of Contacts is the number of contacts you intend to send to the dialer initially. Use the slider to set a number. The Initial feed corresponds to each campaign as to how many records need to be supplied to the dialer when the campaign starts for the first time or during the start of each business day. |
Increment By | Increment By is the percentage by which you intend increasing the contact delivery to the dialer. You might want to increase this because the dialer is dialing the calls at a rate faster than expected and is running out of contacts. Increment is necessitated when the dialing rate is high and there are just a few residual records present in the dialer. The percentage increment is applied to the initial feed parameter set. |
Decrement By | Decrement By is the percentage by which you intend to decrease the contact delivery to the dialer because the dialer has enough contacts. You might want to decrease this because the dialer is dialing the calls at a rate slower than expected and is accumulating contacts to be dialed. Decrement is required when the dialer is dialing at a slower speed either due to improved connect rates, non-availability of agents, increased Talk Time, or other factors. If the number of residual records is more in the dialer, the system automatically reduces the volume of records being supplied to the dialer and decrements the record count based on the percentage factor specified. |
Upper Threshold | Upper Threshold is the upper limit as a multiple of Initial Number of Contacts that can be delivered to the dialer. This allows user to control the delivery of contacts factoring the residual contacts and avoids flooding beyond the upper threshold. If we allow too much of residual records in the dialer then the new selection strategy would take time to percolate. The best practice is to keep this value in the range of 200%. |
Iteration Interval | Iteration Interval is the wait time between the iterations in seconds. The delivery engine uses this configuration after delivering contacts to the dialer before commencing the next delivery iteration. The default value is 240 seconds. |
Auto Balancing | Automatically distributes the contacts from the uploaded file as far as possible equally to all campaigns mapped to this group. |
Time Zone | Go to the Time Zone section. All the time zones selected in the application in Time Zones are displayed. Select the checkboxes for the Time zone and the callable window time for each time zone (optional configuration) which overrides the global Time zone selection. |
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