System

System Configuration refers to the setup and management of various global settings and capabilities that control how the Campaign system operates. The System Configuration manages numerous global functions within the Campaign Manager.

Access to the System Configuration page is controlled by Role-based Access Control (RBAC). The link to this page appears in the administration module only if you have the necessary privileges.

All system configurations can be accessed through the System menu. You can create new configurations or update existing ones. To make changes, edit the relevant fields and click Save. The changes take effect immediately.

System configuration provides the following features:

• Modes

  Modes refer to the method or communication Channel the application uses to interact with a customer. Campaign Manager provides a variety of support channels to choose from, including voice, email, text message (SMS), and more. Users can customize a Mode of communication as per their requirements.

• Time Zones

  All times are stored in Coordinated Universal Time (UTC) and appear globally based on the system time zone. Time zones are configured during installation and are used as campaign-specific time zones. These time zones can span different continents or various locations within the same continent.

• Compliance

  Compliance allows users to upload contact numbers or business data such as Customer IDs, Account Numbers, and more. A contact list is the file where all contacts in the system are stored and organized. Uploaded contacts are stored in the database and validated during contact upload or contact delivery. Once contacts are imported into the system, the contact list can be used for one or multiple sub-campaigns, depending on your requirements. At the campaign level, a user can choose to validate compliance either at contact upload or contact delivery.

• Global Upload

  Global upload allows you to upload a single lead list into multiple campaigns based on the criteria defined for each campaign. It helps you map the contact fields with the data type.

  You may add additional conditions to the contact list by clicking the plus sign next to the rule (Add Condition) and creating additional condition sets. Conditions within a condition set are ANDed together when evaluating the rule, and each condition is ORed with any other condition sets.

• Business Outcome

  A business outcome is the disposition set by an Agent based on the wrap-up code the agent entered after interacting with a customer. By configuring a business outcome, you can define what happens to the contact after the agent selects a wrap-up code. You can configure the business outcome to close the contact if it is a success or failure. For instance, if the credit card holder declines to pay, the wrap-up code could be "Declined To Pay," and you can set the business outcome as Failure.

• State, Area and Zip Codes

  The State/Area/Zip Code section ensures compliance with local telemarketing regulations by managing state-specific callable times, area codes, and ZIP codes.

• State Law

  The State Law Groups section allows you to define and manage groups of states. You can configure callable times and other compliance settings for these groups, ensuring adherence to the applicable laws and regulations for each state included in the group.

• Holidays

  Holidays define a list of holidays based on various geographies, including festivals, observances, birth anniversaries, and more, and are mapped with campaigns. These are days when the campaigns do not normally run. You can add holidays that are available across the entire application. Once added, you can map these holidays to various campaigns as required by the local geography.

• URL

  The URL feature allows embedding any custom page or website into the application, enabling you to launch it from within Campaign Manager. This eliminates the need to open another browser tab for frequently visited web pages.

• Profile

  Profiles are used to upload (including Global Upload) contacts, scrub contacts, or upload compliance contacts (DNC, NDNC, PEWC, or CPT). The various activities associated with such uploads, setting parameters, mapping fields, and so on, are handled at the profile level and do not need to be repeated during each upload. Profiles can be defined as shortcuts that help you manage contact-related uploads. Create and save various profiles.

• Digital

  The Digital Configurations section allows administrators to set up and manage various communication and integration services, ensuring seamless interaction with users across multiple channels. These configurations include Email, SMS, External Server, Chatbot Credentials, and SMS Short Code.

• CPaaS Provider Configuration

  Campaign Manager supports running IVR (agent-less) campaigns using external CPaaS service providers. Users can configure the access credentials of the service provider.

• Reassign Agent

  This feature allows users to reassign agents to a task. If a contact needs to be rescheduled to match agent availability, you can reassign another agent to handle the call. There are two ways of selecting contacts: selecting contacts directly or using filter conditions.

• Other Settings

  The other settings allow you to configure:

  • Attempt Counter

  • Global Business Parameters

  • Dimension

  • Alerter

• Global Business Parameters

  A business outcome is determined by the disposition set by an agent based on the wrap-up code entered after interacting with a customer. By configuring a business outcome, you can define the next action for the contact once the agent selects a wrap-up code. The business outcome can be set to close the contact if it is marked as a success or failure.

• High Availability Status

  High Availability (HA) is a licensed feature. Campaign Manager uses a cluster design for its high availability solution. Each Campaign Manager component is redundant and available on both clusters. During normal operation, both clusters run with one side in Active mode and the other side in Stand-by mode. In case of a failure, the automatic failover process transfers the Stand-by cluster to Active mode and switches the previously Active cluster to Stand-by mode. The two sides are meant only for redundancy, not load-balancing.

• Privacy Compliance

  Privacy Compliance helps the contact center comply with CCPA (California Consumer Privacy Act) and GDPR (General Data Protection Regulation). It allows the administrator to search for and export, or pseudonymize, the Personally Identifiable Information (PII) of a given contact. The PII may include a phone number, Email ID, or any business data uploaded as part of the lead list into the campaigns.

• Export or Import Campaign

  Export or Import Campaign allows you to export and import the configuration of a campaign. Importing or exporting a campaign includes only the Campaign page, System Configuration page, and the Contacts Strategy page for any given campaign.

• Campaign Category

  A Campaign Category is a Group of campaigns that can be used to apply conditions such as DNC and NDNC. The Campaign Category allows you to create and manage Campaign Categories.

• API Keys

  This feature facilitates secure access to third-party applications that require integration with Campaign Manager for Cisco CCE. Basic Authentication enables access to the Service, Webservice, and Websocket Server applications. Users can generate an API Key and a secret key to gain secure access to Campaign Manager. These keys help secure access to the API Manager.

• Identity Authentication

  Campaign Manager Identity Authentication is a service that helps an Administrator securely control access to Campaign Manager resources. Identity Authentication controls who can be authenticated (signed in) and authorized (have permissions) to use the application.

• Compliance Conditions Builder

  The Compliance Conditions Builder (CCB) feature enables the creation of multiple compliance groups, organized based on geographical states or state groups. These compliance rules can be applied within state law groups, which are then mapped to individual campaigns.

• PII Protection

  Personal Identity Information (PII) protection helps safeguard customer-specific information by restricting access to sensitive details. You can hide information such as Name, Address, Email, Telephone Number, and more to ensure data privacy and security.

• Dialer Configuration

  Dialer Configuration allows users to set up and manage dialers for the Campaign Manager application.