1. Add resources required for this campaign mode, or identify existing resources to reuse.

2. Click Menu > Digital and Telephony > Outbound > Campaign Management.
3. Click the Voice Campaigns tab.
4. Click Create New.
5. Type a name in the Campaign Name box. The name of a campaign can contain spaces and special characters, but it must be unique.
6. Select a Division or accept the default Home division.

For more information, see Work with Divisions in About access control.

Dialing mode options

In preview dialing, the agent must click the phone number or select a phone number from the list to initiate an outbound call. If the agent does not select the phone number before the Preview Timer expires, the call is dialed automatically.

When the call ends, the agent must select a wrap-up code. If more than one phone number is associated with the contact, after the agent selects a wrap-up code, the Preview Timer resets and the contact’s next phone number is dialed.

To receive a new interaction and prevent dialing all of the phone numbers associated with the contact, the current preview interaction must end. To end the interaction, either you must enable automatically ending preview interactions in the campaign configuration or the agent must select End Preview before the Preview Timer expires.

1. Select Preview Dialing from the Dialing Mode list.
2. Select a queue of agents that you want to participate in this campaign. To filter the list, type all or part of a name in the Queue filtered box. If you do not type filter text, the Queue box lists all queues.
   Note: Combining preview campaigns and customer first callbacks is unsupported. Preview campaign calls require agents to start the call. If you configure a customer first callback queue for your preview campaign, no calls are sent to the customer.
3. Select a script from the Agent Script list. To see case-sensitive matching selections, type all or part of a script name. To accept a matched item, select it from the list.
4. Tip: If you select “Default Outbound Script,” the system creates a contact list form for your campaign. The form allows agents to edit every column in the campaign’s contact list.
5. To allow the agent to bypass a preview contact, enable Allow Skipping of Preview Calls. When disabled, an agent cannot skip a preview telephone number.
6. To allow the agent to answer the preview call automatically, switch the Enable Preview Auto Answer toggle to Yes. The default is No. When the toggle is set to No, the agent must answer each preview call.

7. To allow preview interactions to end automatically, switch the Enable Preview Auto End toggle to Yes. If you enable this option, the platform ends preview interactions automatically when it determines that an End Preview would come from the agent desktop soon.

   Note: Interactions that an agent routes via a blind or consult transfer do not automatically end. Because transferred interactions are no longer part of the campaign’s preview, Genesys Cloud does not apply the automatically end logic.
   Specifically, the platform ends preview interactions automatically in the following cases:
   • The contact has a single phone number associated with it and Genesys Cloud receives any wrap-up code.
   • The contact has multiple phone numbers associated with it and Genesys Cloud receives any wrap-up code for the last phone number.
   • The contact has multiple phone numbers associated with it and Genesys Cloud receives a wrap-up code mapped to Contact Uncallable. For more information, see Use wrap-up codes with outbound dialing.
   • The contact has multiple phone numbers associated with it and a wrap-up call rule returns Contact Uncallable. For more information, see Wrap-up rules.
   • The contact has multiple phone numbers associated with it, some of their phone numbers are marked as Uncallable, and Genesys Cloud receives wrap-up codes for all callable numbers.
   • The contact has multiple phone numbers associated with it, and Genesys Cloud receives a wrap-up code mapped to Right Party Contact. For more information, see Use wrap-up codes with outbound dialing.

   The default setting is No. When the toggle is set to No, the agent must select End Preview before the Preview Timer expires.

8. To permit each agent a fixed amount of time to preview the record before the contact is automatically dialed, turn on Enable Preview Timer. Then set an amount of time to wait in minutes and seconds. The default is 1 minute.

Campaign options 

Use the Contact List box to select a list of contacts for this campaign to dial. To filter the list, type all or part of a name. If you select an unassignable list, an error indicates why. A contact list is invalid if:

• No defined phone number types exist for the list.
• The list has no records.
• The list failed to import.
• An import that created the list is still running.

Columns in the contact list that contain telephone numbers appear below the Contact List Numbers heading. To exclude a phone number column from dialing, click x next to a phone number type. If you remove a contact column and want to add it back, click outside the boxes. Then type all or part of the phone number type name. For example, type C to display Cell. To accept a matched item, select it from the list.

1. From the Contact List Filter box, optionally select the contact list filter that this campaign must use to limit the dialing to contacts that match the filter. For more information, see Contact list filters view. Click View Filtered Contacts to see the contact list editor with the selected filter applied.

2. To make this campaign a skills-based dialing campaign, from the Skill Columns box, select up to two skill columns. The values in these columns assign specific agent skills to outbound records. When you assign a skill column to a campaign, it becomes a skills-based dialing campaign. When you save the skills-based dialing campaign, you cannot edit and clear a skill column. To select different skills columns, create a new campaign. For more information, see Skills-based dialing.
   
   Note: You must enable dynamic queueing for skill-based campaigns.

3. Optionally for preview campaigns with agent-owned records, select the contact list column from the Agent Owned Column list that specifies the email addresses or user IDs of the agents. For more information, see Agent-owned records for preview campaigns overview.

4. Caller ID entries allow you to set the name and phone number shown to contacts as Caller ID information. Telemarketing and regulatory compliance often requires the ability to send Caller ID information.

   1. Type a calling party number in the Caller ID: Phone Number box. Type numbers only, without dashes or parentheses, or enter the number in E.164 format.

   2. Type a calling party name in the Caller ID: Name box.

      
      

      Note: While you can set caller ID information for a campaign, there are several other features that contain caller ID information. Those features can take precedence over the caller ID information you set here. For more information, see Use the Prioritized caller ID locations feature to configure caller ID information.

5. From the DNC Lists box, optionally select a table of phone numbers that this campaign must never dial. To filter the list, type all or part of a name. When this campaign selects records to dial from its contact list, it excludes numbers that match entries in this DNC list. If you select an unassignable list, an error appears. A Do Not Call list is invalid if:

   • All or part of the list contains no records.
   • All or part of the list failed to import.

   Tip: If you have not created a DNC list, you can do so without leaving the current page:

   1. Click the Do Not Call Lists box and then click Create a New DNC List.
      A dialog box prompts for the DNC list name and for a .csv file to upload.

   2. Type a name in the DNC List Name box and to select a DNC file, click Browse. At minimum, the .csv file can contain a single column of telephone numbers. A DNC file can contain multiple phone number columns and redundant information, such as contact names.

      Example:

      Last Name, First Name,DNC_Home,DNC_Cell,DNC_Work
      Smith,Bill,317-153-4777,317-981-6233,317-333-2174
      Thomas,Terry,424-999-2334,424-384-9993,424-973-8828

      As a best practice, put only phone number columns in your .csv file.

   3. Click Save.

6. Optionally select sets of rules from the Call Rule Sets filtered box. Rule sets apply automation to campaign records processing. To filter rule set choices, type all or part of a rule set name and view case-sensitive matched selections. To accept a matched item, select it from the list. For more information, see Rule management overview.

   Tip: If you assign multiple rule sets, change the rule set evaluation order by dragging items to new positions in the Call Rule Sets box. The system evaluates rule sets in left-to-right order.

7. (Optional) Select a Callable Time file containing time zone names and when calling can occur for each. For more information, see Contactable time sets overview.

   Note: To use the callable times feature, the contact list assigned to the campaign must contain at least one timezone column. If it does not, and you assign a set of callable times to the campaign, then the configuration is invalid and you cannot save changes to the campaign.

8. Prioritize this campaign. Under Advanced, use the Priority setting to assign an integer between 1 and 5 inclusive. Priority indicates the importance of this campaign relative to any others. This setting helps outbound dialing determine how many calls to place for each campaign for each agent.

   1 is the lowest priority. 5 is the highest priority. The default is 5.

   For more information, see Prioritizing campaigns.

9. (Optional) Enable Always Running if you want the campaign to continue running even if there are currently no contacts in the contact list. The campaign does not complete when it runs out of records, and instead sits idle waiting for more records. This option is useful if the contact list is dynamically updated from another source.

10. (Optional) Sort the contact list by column before dialing begins. For example, if your contact list has an Amount_Owed column, you could sort the list to call people who owe the highest amount first. Under Advanced > Contact Sorting, select a contact list column in Sort by. Select a Sort order: ascending (default) or descending. If the sort column contains numeric information such as a telephone number or monetary amount, enable Field is Numeric. Contact list sorting takes place at campaign start or campaign recycle. If you add a contact while a campaign is running, the new contact is dialed but is not included in contact list sorting until the next campaign recycle. Click the plus sign to sort by additional columns. You can sort up to four contact list columns, with the first sort taking the highest precedence.

    Note: Special considerations apply when sorting a date column. The system does not sort a contact column that represents a date formatted mm/dd/yy as a date. It sorts the column as a string since the system does not recognize that format as a date. To work around this limitation, format dates using ISO 8601 format (yyyy-mm-dd). That format sorts in the same order whether considered a string or a date. To denote Christmas Day for example, enter 2017-12-25 instead of 12/25/17.

11. To add a new contact to a running campaign and re-sort the contact list while the campaign runs, turn on Dynamic Queueing sorting. Be sure to select a Sort By column by which to re-sort the contact list when the new contact is added to the running campaign. 

    Before you configure dynamic sorting, consider these actions:

    • If you do not configure Contact Sorting, contacts sort in the order that they appear in the contact list.
    • If you configure Contact Sorting, contacts sort when you run a campaign based on campaign configuration settings.
    • When you enable Dynamic Queueing Sorting, contacts re-sort at the time of the contact attempt during a running campaign.

    Configure Dynamic Queueing sorting for a campaign:

    • When you configure a campaign, the Contact Sorting Sort By column data type Field is Numeric must match the Data Type in Column Data Type Specifications, in the contact list.
    • When you enable Dynamic Queueing sorting for a campaign, you must also define the selected Sort By column in the campaign's contact list Column Data Type Specifications.
    Notes:

    • If you receive more than two contact list validation errors when you create or edit a campaign with Dynamic Queueing, you must select a new contact list without errors.
    • You can have up to five active Dynamic Queueing sorting campaigns per organization that run concurrently.
    • You can have a total of 10 active and inactive Dynamic Queueing sorting campaigns per organization. Make sure to delete your inactive campaigns. 
    • You cannot enable the Dynamic Queueing Sorting feature after you create a campaign. Create a new campaign and a new contact list to enable the Dynamic Queueing sorting toggle.

12. To ensure that your campaign honors Contact List Filters changes at any time, for example, while a campaign is running, then when you create the campaign, switch the Dynamic Queueing filtering toggle to On. 

    Notes:

    • If a contact is filtered out because it does not match filter conditions, you can adjust conditions of the filter to re-evaluate the contact and match it.

    • If a contact matches the filter when the queue is built, the contact is added to the queue, and later the contact is updated in a way that it does not match the filter anymore, then the contact is removed from the queue if it is not dialed or in flight.

    • If a contact is filtered when the queue is built, the contact is not in the queue, and later the contact is updated to match the filter, then the contact is added to the queue.

    • Dynamic filtering allows the filter to be changed while the campaign is running. Changing the filter or recycling the campaign triggers the re-evaluation of contacts.
    • You cannot enable the Dynamic Queueing filtering after you create a campaign. Create a new campaign to enable the Dynamic Queueing filtering toggle.

13. Click Save. The new campaign is available on the Campaign Management page.

    Note: An error appears if the new campaign exceeds the maximum limit count of 1000. Delete old or obsolete campaigns as needed and click Save again to complete the new campaign configuration.]