Cisco UCCX
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Cisco UCCX
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Every campaign on the Unified Cisco UCCX dialer is represented as a campaign group on the Cisco UCCX Console. You can create unlimited campaigns on the Cisco UCCX Console and attach them to any campaign group, including any Unified Cisco UCCX campaign. Cisco UCCX campaigns can be considered sub-campaigns or extensions of the Unified Cisco UCCX campaigns or campaign groups on Cisco UCCX.
You can use the Cisco UCCX Console to create various types of campaign groups:
Synchronized Campaign Groups: These are created and available in the Cisco UCCX environment as campaigns. Synchronize the Cisco UCCX application to inherit all campaign properties for delivering contacts to Cisco UCCX. You cannot delete these campaigns unless they are deleted at the Cisco level. Synchronize campaigns for any changes in Cisco UCCXto take effect on the Cisco UCCX 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 and can be created only on the Cisco UCCX application.
SMS Campaign Groups: These logically group SMS blaster campaigns and can be created only on the Cisco UCCX application.
Digital Campaign Groups: These run non-voice and IVR campaigns using various CPaaS applications.
Voice Campaign Groups: These are used to create dialer campaigns on Cisco UCCX, version 11.5. You can create Cisco UCCX campaigns within these groups.
Manual Campaign Groups: These are dialer-independent campaign groups. You can create campaigns and map them to these manual campaign groups.
The campaigns belonging to a group are listed with the defined Deliverable Percentage for each. The Deliverable Percentage is the percentage of contacts delivered to the campaigns, helping you control which campaign gets priority for dialing out contacts and achieve optimal campaign balancing. For example, you could set the deliverable percentage to 75 percent for one campaign and 25 percent for another. The campaign with a 75 percent deliverable gets more contacts to dial.
However, when two campaigns are designated as 100 percent deliverable, the first campaign listed gets its contacts delivered for dialing. Only after the first campaign has exhausted all its contacts does the second campaign receive contacts to dial. You can change the campaign sequence of delivery by drag-and-drop to reorder them. To change the Deliverable Percentage, click the Edit button under the Actions column and adjust the Deliverable Percentage. Click Save in the Actions column to complete the change.
For more information, see the following:
Fields
Fields | Description |
|---|---|
Direct Inward Dialing (DID) | Numbers are virtual phone numbers (also known as SIP trunk numbers) that enable you to route calls to your existing telephone lines. This is the number dialed by the application when an outbound contact is to be reached. The application dials this agent reservation DID number. When the agent answers the call, the outbound call is dialed to the customer and patched to the agent. |
Agent Reservation Percentage | This is the percentage of agents in this queue (group) you set aside to handle only outbound interactions. For example, you have 10 agents logged in to this queue. After assessing the call traffic, you assign 60 percent of the agents (six agents) to Outbound. This is the Agent Reservation Percentage. The remaining four agents are assigned to handle inbound interactions. |
Initial Number of Contacts | Initial Number of Contacts is the number of contacts sent 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 increase the contact delivery to the dialer. You might want to increase this because the dialer is dialing out 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 decrease the contact delivery to the dialer because the dialer has enough contacts. You might want to decrease this because the dialer is dialing out 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 the user to control the delivery of contacts factoring the residual contacts and avoid 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 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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