Configure phone type management

When you save a new Genesys Cloud Campaign Setting, a Phone Type Management section appears in the Details section of the setting. The Campaign Management integration imports the entries from the phone types configured in the Global Campaign Settings. For more information, see Configure phone types.

In this section, you can add entries or modify any of the entries imported from the global campaign settings.

1. Under Phone Type Management, make any of the following changes:

   Any changes that you make to this section affect any new, active, or rescheduled campaigns associated with this campaign setting. 

   1. (Optional) Add a Campaign Member Field.
      Note: A particular Campaign Member Field cannot appear more than once.
      When you first create a campaign, all the Campaign Member Fields under Campaign Management in the managed package are included with the campaign. If you add a Campaign Member Field to a campaign setting with associated campaigns that do not include this Campaign Member Field, the integration alerts you with an informational message. 
   2. (Optional) Delete a Campaign Member Field.

      A campaign setting must include at least one Campaign Member Field that exists in associated campaigns. If you delete all Campaign Member Fields except the ones that do not exist in campaigns associated with the campaign setting, the integration displays an error message. 

   3. (Optional) Reorder the Campaign Member Fields.

      Sort Order affects the order that the integration dials phone numbers in a Genesys Cloud contact list. If the integration does not reach a person with the first phone number, the integration dials the subsequent phone numbers in order. For preview calls, Sort Order affects the order of phone numbers that agents can select on an interaction. 

2. Click Save.

Click image to enlarge.

For more information, see About Campaign Management in CX Cloud from Genesys and Salesforce.

When you save a new Genesys Cloud Campaign Setting, a Phone Type Management section appears in the Details section of the setting. The integration imports the entries from the Phone Type section in the campaign management global campaign settings. For more information, see Configure phone types.

In this section, you can add entries or modify any of the entries imported from the global settings.

1. Under Phone Type Management, make any of the following changes:

   Any changes that you make to this section affect any new, active, or rescheduled campaigns associated with this campaign setting. 

   1. (Optional) Add a Campaign Member Field.
      Note: A particular Campaign Member Field cannot appear more than once.
      When you first create a campaign, all the Campaign Member Fields under Campaign Management in the managed package are included with the campaign. If you add a Campaign Member Field to a campaign setting with associated campaigns that do not include this Campaign Member Field, the integration alerts you with an informational message. 
   2. (Optional) Delete a Campaign Member Field.

      A campaign setting must include at least one Campaign Member Field that exists in associated campaigns. If you delete all Campaign Member Fields except ones that do not exist in campaigns associated with the campaign setting, the integration displays an error message. 

   3. (Optional) Reorder the Campaign Member Fields.

      Sort Order affects the order that the integration dials phone numbers in a Genesys Cloud contact list. If the integration does not reach a live person with the first phone number, the integration dials the subsequent phone numbers in order. For preview calls, Sort Order affects the order of phone numbers that agents can select on an interaction. 

2. Click Save.

Click image to enlarge.

For more information, see About Campaign Management.

For more information about the integration, see About Genesys Cloud for Salesforce.