Lab 9 - Outbound Campaign

Last modified: Tue, 06 Jun 2023

Topic	Lab Type	Difficulty Level	Estimated length
Create Campaign	Practical Lab	EASY	5 min
Create Business Parameters	Practical Lab	EASY	3 min
Create and Upload Contact List	Practical Lab	EASY	5 min
Desktop layout configuration	Practical Lab	EASY	5 min
Accept the Campaign Contact from Agent Desktop	Practical Lab	EASY	5 min

Introduction

In this lab you will learn about configuring Webex Contact centre to manage outbound preview campaigns using the LCM (List and Campaign Manager) application.

Lab Objective

Configure Webex Contact Centre and LCM (List and Campaign Manager) application
Verify that the Agents can initiate and make outbound campaign calls from the Agent Desktop

Lab Pre-requisites

In this lab tenant, the tenant provisioning and integration is already completed. If you are using a different tenant, you can configure and use outbound campaigns only if your enterprise has purchased the Acqueon SKU and provisioning, integration is completed.
You should also be able to login to agent desktop with your respective team created in previous labs
This step should have been completed as part of previous lab sections. If not already done, please create a team and add your agent to this new team

Lab Section

Create Campaign

Navigate to ‘Campaign’ and click ‘Add Campaign’ button
Enter the following details and click ‘Next’ :
- Campaign name : “Enter a desired name”
- Select “Business Outcome Group”: Select Wrapup Code
- Select Date Range: Select a desired date range
- Select Time Range: Select a desired time duration when campaign should be active
- Select TimeZone: Select a desired time zone

Uncheck “Digital/CPaaS” option and from the list of available teams, select your respective team and add it under the “Assigned Teams” section. Click “Next”

Select the contact strategy as “Default_Simple_Strategy” and select the Callback Strategy as “Default_Callback_Strategy” and click “Next”

Click “Save” and verify that you receive the message “Campaign created successfully”

Create Business Parameters

Select the campaign created in previous step
Navigate to “Business Parameters”, click “ADD” and add the below parameters
- Firstname
- Lastname
- Phone

Create and Upload Contact List

Create a text file with comma seperated values as shown in the video below
The first row in the file should be : Firstname,Lastname,Phone
The second row in the file should be: Test,Agent1,<Any US phone number of your choice>
Save the file

Navigate to “Contact Lists” section
Click on the “+” sign at the bottom right and click “Upload Contacts”
Verify “Source Type” is Formatted File
Verify “File Type” is Text/CSV and “Delimiter” is ,
Click “Choose File” and select the file created in the previous step

Navigate to “Field Mapping”, select “ZoneName” as Campaign Specific TimeZone
Navigate to “Modes Mapping”, select “Mobile” as Phone
Navigate to “Business Data Mapping”, select “Firstname” as Firstname, “Lastname” as Lastname and “Phone” as Phone
Click “Upload”
Click “Refresh” and verify that the list shows up under the list of records

Desktop layout configuration

Download the desktop layout provided here: Custom Desktop Layout
If you are unable to download the file, use the Copy raw contents options to copy the content and past it in a text file in your desktop. Save it as a JSON file.

Login to the administration portal, Navigate to Provisioning > Desktop Layout > Click “New Layout”
In the “Name” field: Enter a desired name
Click “Upload” and select the layout downloaded earlier
Click “Save”