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Campaigns

The core domain objects supported by the Campaign Management Service are those that are used to create and manage the actual proactive customer communication. Proactive customer communication is initiated by creating an instance of a SubCampaign (and the associated passes), this creation process references a List (See Contact Management), a Script which defines the customer interaction (e.g. play prompt "Hello" then ask for some response, etc.) and a template SubCampaign (which must reference an existing Campaign) which controls a set of behaviors controllable per invocation.

Campaigns are used to group SubCampaign instances and are primarily a container object which aids scoping and reporting. For example a Campaign (externalId="Renewal – July 2009") might be used to group all the SubCampaign instances initiated during July to encourage customers to renew their subscription.

For sophisticated strategies a SubCampaign may consist of multiple passes, each pass may target a different device or channel (e.g. text, voice, email). For example, it is possible to have a voice-focused SubCampaign with three passes, the first voice pass runs from 8:00am-9:00am local to the customer, then a second pass from 12:15pm to 1:15pm which contacts those clients who were busy or a no-answer and then finally a pass in the evening between 6:00pm and 7:00pm which attempts to contact all customers who did not interact earlier in the day. Strategies are not constrained to a single day or a single channel.

If a client wishes to use the API to monitor the state of a running SubCampaign then they will need to invoke the API and then use the information contained in the various state objects to retrieve current information. For example, if a client invokes the method listSubCampaignStates then the current state can be retrieved from the SubCampaignState and PassState objects.

Script

Field Type Description Since
internalId string Platform Identifier 7.3.3
externalId string Name of script 7.3.3
owner Org (K) Abbreviated owning entity 8.5.0
version Integer Version # of script 7.3.3
description string Detailed description 7.3.3
attributes Attributes[] Enumerated attributes of the Script 7.3.3
createdDate dateTime Entity created date 7.3.3
updatedDate dateTime Entity last modified date 7.3.3
createdBy User (K) Abbreviated creator U
modifiedBy User (K) Abbreviated modifier U

Attributes

Attribute Type Description Since
expireAfterHours Integer Number of hours before autoexpiring (-1 = never) 8.5.0
isTemplate Boolean Is the Script a template? 7.3.3
lastUseDate dateTime Last time entity was used 8.5.0

Campaign

Field Type Description Since
internalId string Platform Identifier 7.3.3
externalId string Name of this campaign (External Identifier) 7.3.3
Owner Org (K) Abbreviated owning entity 7.6.0
Description string Description of this campaign 7.6.0
Attributes Attribute[] Enumerated other attributes of the campaign 7.3.3
rules RuleContext[] Array of ruleContexts associated to campaign 10.6.0
createdDate dateTime Entity created date 7.3.3
updatedDate dateTime Entity last modified date 7.3.3
createdBy User (K) Abbreviated creator U
modifiedBy User (K) Abbreviated modifier U

Attributes

Attribute Type Description Since
strategyNames string Comma separated list of Strategy names 8.6.0
defaultOutboundOutreachStrategy OutreachStrategy (K) Default Outbound Outreach for this campaign 10.0
defaultOnDemandOutreachStrategy OutreachStrategy (K) Default OnDemand Outreach for this campaign 10.1
defaultAgentGroup AgentGroup (K) Default Agent Group for this campaign 10.1
systemSource Integer Source of SubCampaign (0 implies Engage) 10.5
Default Boolean Is this the default campaign? 9.1
startDate date The start date (inclusive) of this campaign 7.6.0
endDate date The end date (inclusive) of this campaign (may be null) 7.3.3

OutreachStrategy

Field Type Description Since
internalId string Platform Identifier 10.0
externalId string Name of this Outreach Strategy (External Identifier) 10.0
owner Org (K) Abbreviated owning entity (Account or Enterprise only) 10.0
deleted Boolean Is this Outreach Strategy deleted 10.0
defaultScript Script (K) Default script used by this Outreach Strategy, must be referenced using externalID (no support for internalId) 10.0
defaultAgentGroup AgentGroup (K) Default Agent Group used by this Outreach Strategy, must be referenced using externalID (no support for internalId) 10.1
deviceFilter Filter (D) Set of conditions used to filter list on send 10.0
type outreachStrategyType Type of Outreach Strategy 10.0
default Boolean Is this the default strategy? 10.0
attributes Attribute[] Enumerated other attributes of the Outreach Strategy 10.0
passTemplates Pass[] (D) Passes associated with this Outreach Strategy 10.0
baseEntity BaseEntity Owning entity 11.0
createdDate dateTime Entity created date U
updatedDate dateTime Entity last modified date 10.0
createdBy User (K) Abbreviated creator U
modifiedBy User (K) Abbreviated modifier U

Attributes

Attribute Type Description Since
firstContactTime time Time of first contact, if null then default to Org (Account) firstContactTime 10.0
lastContactTime time Time of last contact, if null then default to Org (Account) lastContactTime 10.0
contactTimeTimeZone string TimeZone of firstContactTime and lastContactTime 10.0
startPaused Boolean Does the generated SubCampaign start in a paused state 10.0
systemPriority Integer Priority of the generated SubCampaign 10.0
diagnosticRecordingEnabled Boolean Is diagnostic recording enabled for generated SubCampaign? 10.0
diagnosticRecordingPercentage Integer Percentage of outreach attempts to record (0 – 100) 10.0
escalationType deviceEscalationType The type of escalation to use for devices within a call pass associated with the SubCampaign 10.0
executionOrder passExecutionOrder The escalation order to use for passes associated with the generated SubCampaign 10.0

SubCampaign

Field Type Description Since
internalId string Platform Identifier 7.3.3
externalId string Name of this SubCampaign (External Identifier) 7.7.0
name string Name of this SubCampaign 7.3.3
type subCampaignType Type of SubCampaign e.g. Inbound vs. Outbound 7.6.0
requestedStartDate date Requested anchor date for start of SubCampaign 7.3.3
strategyName string Name of strategy (required if requesting non-default) 8.5.0
deviceFilter Filter (D) Set of conditions used to filter list on send 7.3.3
attributes Attribute[] Enumerated other attributes of the SubCampaign 7.3.3
agentGroups AgentGroup[] (K) Agent Groups targeted by this SubCampaign 7.3.3
campaign Campaign (K) Associated campaign 7.3.3
passes Pass[] (D) Passes associated with this SubCampaign 7.3.3
rules RuleContext[] Array of ruleContexts associated to subcampaign 10.6.0
createdDate dateTime Entity created date 7.3.3
updatedDate dateTime Entity last modified date 7.3.3
createdBy User (K) Abbreviated creator U
modifiedBy User (K) Abbreviated modifier U

Attributes

Attribute Type Description Since
actualStartTime dateTime Time of first contact, if null then default to Org (Account) firstContactTime 7.3.3
actualStopTime dateTime Time of last contact, if null then default to Org (Account) lastContactTime 7.3.3
requestedEndDate dateTime SubCampaign expiration date (read-only). 10.0
startPaused Boolean Does the SubCampaign start in a paused state 8.4
systemSource Integer Source of SubCampaign (0 implies Engage) 10.5
Intensity Integer Intensity of contact outreach (-100 to 100, 0 is neutral) 7.7.0
systemPriority Integer Priority of this SubCampaign U
diagnosticRecordingEnabled Boolean Is diagnostic recording enabled for this SubCampaign? 8.10
diagnosticRecordingPercentage Integer Percentage of outreach attempts to record (0 – 100) 8.10
escalationType deviceEscalationType The type of escalation to use for devices within a call pass associated with the SubCampaign. 10.6
executionOrder passExecutionOrder The escalation order to use for passes associated with the generated SubCampaign 10.6
list List Internal Id of list used to initiate SubCampaign 10.6
autoCreated boolean is this SubCampaign autoCreated 11.3
restartFrequency String Restart frequency of this SubCampaign, possible values (Daily, Weakly, Monthly). Note: applicable for Inbound Campaigns only. 11.x

SubCampaignState

Field Type Description Since
subCampaign SubCampaign (D) Associated SubCampaign 7.3.3
State SubCampaignStates State of the SubCampaign: running, paused, done, etc. 7.3.3
passStates PassState[] (D) State of the passes of this SubCampaign 7.6.0
Issue Issue Issue associated with SubCampaign (nullable) 7.6.0
Attributes Attributes[] Enumerated attributes of the SubCampaign, counters etc. 7.3.3
updatedDate dateTime Last modified date 7.7.0

Attributes

Attribute Type Description Since
deliveredCount Integer Number of contacts successfully delivered 7.3.3
failedCount Integer Number of contacts with a current failure status 7.3.3
filteredCount Integer Number of contacts filtered from SubCampaign 7.3.3
notAttemptedCount Integer Number of contacts not attempted 7.3.3
attemptedCount Integer Total number of contact attempts 7.4.0
pendingCount Integer Number of contact attempts still to be made 7.4.0
thisHourContacts Integer Anticipated contacts this clock hour 7.3.3
nextHourContacts Integer Anticipated contacts in the next clock hour 7.3.3
futureContacts Integer Anticipated contacts after the next clock hour 7.3.3
stackIdentifier String Stack currently hosting this SubCampaign 8.0.0
force Boolean Flag to determine if sub should be forcefully stopped 11.2.0

Pass

Field Type Description Since
internalId string Platform Identifier 7.3.3
Name string Name of this Contact Pass 7.3.3
passEntryCriteria completionStatus[] Completion status criteria for acceptance into this pass 8.2
passEntryLookback entryLookback Accept contacts from "AllPasses" or "PreviousPass" 8.2
passEntryFilter Filter Filter indicating acceptance of wireless, wireline or both 8.2
passID Integer Sequential identifier for pass (base 1) 7.3.3
Script Script (K) Script associated with this pass 8.6.X
Channel channelType Channel of this pass 7.3.3
Pacing pacingModel Pacing model for this pass 7.7.0
pacingPriority Integer Priority relative to other SubCampaign/Passes – only valid if pacing attribute is 'Agent'. Valid values are 0 (Background), 1 (Low), 2 (Medium), 4 (High) or 10 (Mandatory). 7.7.0
contactsPerMinute Integer Number of contacts to attempt per minute 7.7.0
maxContactsPerMinute Integer Maximum contacts attempts per minute (read-only) 7.7.0
requestedStartTime time Start time of this pass (Format as per xsd:time hh:mm:ss.sss) 7.3.3
requestedStopTime time Stop time of this pass (Format as per xsd:time hh:mm:ss.sss) 7.3.3
duration shortDuration Duration of Pass 7.6.0
timeZone string Time Zone of pass or LOCAL if using Time Zone of outreach (see TimeZoneSource) 7.3.3
dayOffset Integer Number of days after last pass to start 7.3.3
callableDays Boolean[7] Which days is outreach allowed on (Sunday start) 7.3.3
deviceToAttempt Integer Index of device to attempt in this pass 7.3.3
leaveMessage Boolean Should leave message if machine is detected 7.3.3
timeZoneSource timeZoneSource Source for determining TimeZone of contact attempt 8.7.0
callerID string CallerID to present on outbound call 7.3.3
busyRetryCount Integer Number of retries for a busy device 7.3.3
busyRetryFrequency Integer Number of minutes between retries for a busy device 7.3.3
retryCount Integer Number of retries (non-busy) 7.3.3
retryFrequency Integer Number of minutes between retries (non-busy) 7.3.3
retryStatuses completionStatus[] Status codes to retry on 7.3.3
abandonRatePacing Boolean Is Abandon Rate pacing enabled for this pass 9.2.9
abandonRateDefinition ShortDuration Number of milliseconds that constitutes an abandoned call 9.2.9
abandonRateTarget Integer The Abandon Rate target in 1/10s of a percent. 9.2.9
humanInitiatedDialing boolean Is human initiated dialing is turned for this pass? Another name for human initiated dialing is Clicker. This setting is applicable for Preview passes. 11.6
linesPerAgent Integer This specifies lines per available agent if humanIntiatedDialing is turned on. 11.6
devicesToAttempt String Comma separated list of device indexes in this pass 11.8
delayRetryMinutes Integer retry is delayed by specified minutes for this pass 12.2
createdDate dateTime Entity created date 7.3.3
updatedDate dateTime Entity last modified date 7.3.3
createdBy User (K) Abbreviated creator U
modifiedBy User (K) Abbreviated modifier U

Attributes

Attribute Type Description Since
voicePassEntryCriteria String Completion status for acceptance into this pass, comma separated list (see CompletionStatus) 10.5.17
textPassEntryCriteria String Completion status for acceptance into this pass, comma separated list (see CompletionStatus) 10.5.17
emailPassEntryCriteria String Completion status for acceptance into this pass, comma separated list (see CompletionStatus) 10.5.17
scriptPassEntryCriteria String Completion status for acceptance into this pass, comma separated list (see CompletionStatus) 10.5.17
agentBridgeCriteria String Criteria of the call should be connected to an agent 11.3.1
fastBridge String Value "true" indicate the campaign is running at Active Switching Matrix (ASM) mode. 11.7

ContactBatch

Field Type Description Since
internalId string Platform Identifier 10.0
externalId string Name of this Contact Batch (External Identifier) 10.0
total Integer Number of Contact Attempts added to this ContactBatch (read-only) 10.0
campaign Campaign (K) Associated campaign 10.0
outreachStrategy OutreachStrategy OutreachStrategy to use for this ContactBatch 10.0
script Script (K) Script associated with this pass 10.0
agent User Agent requested for interaction (Nullable) 10.0
agentGroup AgentGroup (K) Agent group 10.0
owner Org (K) Abbreviated owning entity (Account only) 10.0
requestedStartTime dateTime Start time of this ContactBatch (null implies now) 10.0
requestedStartTimeZone string Time zone specified when scheduling this batch 10.6
duration shortDuration Duration for this ContactBatch, effectively a TTL 10.0
attributes Attribute[] Enumerated other attributes of the ContactBatch 10.0
context Attribute[] Invocation specific context as a set of name/value pairs 10.0
createdDate dateTime Entity created date 10.0
updatedDate dateTime Entity last modified date 10.0
createdBy User (K) Abbreviated creator U
modifiedBy User (K) Abbreviated modifier U

Attributes

Attribute Type Description Since
scriptAction string Next action for Scripting (optionally null) 10.0
honorOutreachProfile Boolean Honor time windows associated with Account 10.0
contactMode contactModes Mode of interaction – note Inbound is not meaningful in this context. 10.1
deviceIndex Integer Index of the device to be attempted 10.1
batchSource contactBatchSourceTypes Source of this contact batch 10.6
batchPriority Integer The priority of this contact batch; higher number is higher priority. The range is 0-10, with the default of 5. 11.5

ContactBatchState

Field Type Description Since
internalId string Platform Identifier 10.0
state ContactBatchStates State of the ContactBatch: running, done, etc. 10.0
deliveredCount Integer Number of contacts successfully delivered 10.0
notAttemptedCount Integer Number of contacts not attempted 10.0
failedCount Integer Number of contacts with a current failure status 10.0
filteredCount Integer Number of contacts filtered 10.0
scheduledCount Integer Number of contacts scheduled for the future 10.6
createdDate dateTime Entity created date 10.0
updatedDate dateTime Entity last modified date 10.0
createdBy User (K) Abbreviated creator U
modifiedBy User (K) Abbreviated modifier U

ComplianceRule

Field Type Description Since
internalId string Platform identifier 10.3.0
type complianceRuleType Type of compliance 10.3.0
owner Org (K) Abbreviated owning entity 10.3.0
enabled Boolean Is this rule currently enabled? 10.3.0
label string Label for compliance rule (optional) 10.3.0
elements string[] List of elements (e.g. multiple dates or area codes, note dates must be formatted as per date xsd:date CCYY-MM-DDT) 10.3.0
dayFilters dayFilter[] Day specific filters (only if type = 'Region) 10.3.0
attributes Attributes[] Enumerated attributes of the Compliance 10.3.0
createdDate dateTime Entity created date 10.3.0
updatedDate dateTime Entity last modified date 10.3.0
createdBy User (K) Abbreviated creator U
modifiedBy User (K) Abbreviated modifier U

DayFilter

Field Type Description Since
day dayOfWeek Which day of the week this entry relates to (null implies all days) 10.3.0
firstContactTime time Time of first contact (local) 10.3.0
lastContactTime time Time of last contact (local) 10.3.0

ContactProfile

Field Type Description Since
timeZoneProfiles TimeZoneProfile [] Profile by TimeZone for contact outreach 8.7.0

TimeZoneProfile

Field Type Description Since
timeZone string Time Zone for this profile 8.7.0
contactsProcessed Integer Already completed during this hour/TimeZone U
contactsRemaining Integer Estimated to be completed during this hour/TimeZone 8.7.0

PassState

Field Type Description Since
pass Pass (D) Associated Pass 7.8.0
state passStates State of the Pass: running, paused, done, etc. 7.6.0
contactsPerMinute Integer Current contact rate 7.6.0
Issue Issue Issue associates with current PassState (nullable) 7.6.0
projectedAgentUse Double Anticipated agent use in next minute 7.6.0
desiredAgentUse Double Desired agent use in next minute 7.7.0
contactProfiles ContactProfile[] Profile by hour for contact outreach (length 48) 8.7.0
attributes Attributes[] Enumerated attributes of the SubCampaign, counters etc. 7.6.0
updatedDate dateTime Last modified date 7.6.0

Attributes

Attribute Type Description Since
deliveredCount Integer Number of contacts successfully delivered 7.6.0
failedCount Integer Number of contacts with a current failure status 7.6.0
filteredCount Integer Number of contacts filtered from Pass 7.6.0
notAttemptedCount Integer Number of contacts not attempted 7.6.0
attemptedCount Integer Total number of contact attempts 7.6.0
attemptedCountLast15 Integer Contact attempts in Last 15 minutes 7.6.0
pendingCount Integer Number of contact attempts still to be made 7.6.0
thisHourContacts Integer Anticipated contacts this clock hour 7.6.0
nextHourContacts Integer Anticipated contacts in the next clock hour 7.6.0
futureContacts Integer Anticipated contacts after the next clock hour 7.6.0
dcHandled Integer Number of successful DCs in this pass 7.6.0
dcHandledLast15 Integer Number of successful DCs in the last 15 mins 7.6.0
dcFailed Integer Number of failed DCs in this pass 7.6.0
dcFailedLast15 Integer Number of failed DCs in the last 15 mins 7.6.0
dcAverageTalkTime shortDuration Average duration of Successful DCs (ms) 7.6.0
dcAverageTalkTimeLast15 shortDuration Average duration of Successful DCs in last 15 minutes (ms) 7.6.0
afterContactWorkCount Integer Count of Agents in state AfterContactWork 7.7.0
activeCount Integer Count of Agents currently Busy 7.7.0
adjustSLA Integer AutoManage reduction due to SLA being tripped (-100 to 0, 0 is neutral) 7.7.0
dcHandledToday Integer Number of successful DCs in this pass today 11.2.0
dcFailedToday Integer Number of failed DCs in this pass today 11.2.0

ContactAttempt

Field Type Description Since
internalId string Platform identifier 7.7.0
externalId string External Identifier for this ContactAttempt 10.2.0
contact Contact (D) Handle to associated Contact 7.7. 0
device Device (D) Associated Device 7.7. 0
pass Pass (K) Handle to associated Pass 7.7.0
subCampaign SubCampaign (K) Handle to associated SubCampaign 7.7. 0
campaign Campaign (K) Handle to associated Campaign 7.7. 0
conversationId string The conversation that this Contact Attempt is associated with 7.7. 0
attemptGroupId string The attempt group for this attempt (for multi-part messages) 7.7. 0
tags string[] Settable tags – e.g. Inbox, Read, Archived, Sent 7.7. 0
agent User Current Agent handling interaction (Nullable) 7.7. 0
secondaryDevice string Either CallerID or Short/Long code of message sender (or DNIS or target Short code) 7.7. 0
attemptDetails AttemptDetail[] Additional details associated with this Contact attempt 7.7. 0
attributes Attributes[] Enumerated attributes of the ContactAttempt 7.7. 0
recordings Recording[] (K) Recordings associated with this ContactAttempt (Nullable) 8.10
createdDate dateTime Entity created date 7.7. 0
updatedDate dateTime Entity last modified date 7.7. 0
createdBy User (K) Abbreviated creator U
modifiedBy User (K) Abbreviated modifier U

Attributes

Attribute Type Description Since
startTime dateTime Time of initial contact (in GMT) 7.7. 0
startTimeLocal dateTime Time of initial contact (in device local time) 7.7. 0
startTimeZone string Time zone used to schedule this contact 10.6
duration shortDuration Duration of contact attempt 7.7. 0
status completionStatus Result of contact attempt 7.7. 0
internalStatus string SoundBite internal status 8.0. 0
initial Boolean Contact Attempt is first in conversation 8.0. 0
extendedStatus string Extended channel specific status 7.7. 0
networked string Channel specific network identifier (diagnostic) 7.7. 0
externalWorkflowId string Message Server allocated identifier 8.0. 0
contactExternalId string External (user-defined) identity (ClientID) 7.7. 0
contactMode contactModes Mode of interaction 7.7. 0
recordingAllowed Boolean Is recording allowed for this contact attempt? 8.10
diagnosticRecordingRequested Boolean Is diagnostic recording desired for this contact attempt? 8.10
scriptAction string Next action for Scripting 10.0
contactBatchId ContactBatch (K) Handle to ContactBatch 10.0
targetAgentMode targetAgentMode Mode to use when targeting agents 10.6
deviceIndex Integer The index of contact’s device to be dialed 11.12
requestedStartTime dateTime The earliest time to call the contact (in GMT) 12.2

AttemptDetail

Field Type Description Since
Type AttemptDetailType DirectConnect, TextAgent, Text, VoiceAgent 7.7.0
tariffClass string Class of attempt, e.g. Standard Rate vs. FTEU 7.7.0
attributes Attribute[] Associated name/value pairs for this detail record 7.7.0
metadata MetaData (K) For VoiceAgent describes the attributes 8.5.0
createdDate dateTime Entity created date – time of capture 7.7.0
updatedDate dateTime Entity last modified date 7.7.0
createdBy User (K) Abbreviated creator 7.7.0
modifiedBy User (K) Abbreviated modifier 7.7.0

Attributes

Attribute Type Type Qualifier Description Since
messageText string Text Text as sent to mobile device 7.7.0
programName string Text Text Program – e.g. FTEUBankingAlert 7.7.0
result Integer DirectConnect 1-DC_CALL_CENTER_HANGUP_DURING_HOLD

2-DC_CLIENT_HANGUP_DURING_HOLD

3-DC_SUCCESS

4-DC_BAD_NUMBER

5-DC_CALL_CENTER_BUSY

6-DC_CALL_CENTER_NO_ANSWER

7-DC_CLIENT_HANGUP_DURING_TRANSFER

8-DC_NO_LINES_AVAILABLE

9-DC_CLIENT_EXCEEDED_MAX_HOLD_TIME

10-TELEPHONY_ERROR

10.8
startTime DateTime DirectConnect The date/time the DC call started 10.8
duration shortDuration DirectConnect Direct connection time in seconds 10.8
clientACDHoldTime shortDuration DirectConnect The MS of a client spends in the ACD hold queue. 10.8
dialTime shortDuration DirectConnect The MS of the DC dial time 10.8
phoneNumber String DirectConnect The call center phone number 10.8
agentGroupId String DirectConnect The string value of internal ID of the agent group 10.8
requestedAction String VoiceAgent
  • suppressContact
  • suppressDevice
  • suppressCampaignContact
  • suppressCampaignDevice
11.2
mediaURL String Text Media URL for MMS messaging 11.1
deliveryReceiptMask String Text 1- text failure mask value

2- text carrier accepted mask value

3- text failure and carrier accepted mask value

4- text delivered mask value

5- text failure and delivered mask value

6- text carrier accepted and delivered mask value

7- text failure and carrier accepted and delivered mask value

13.2

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This page was last modified on 6 September 2016, at 11:25.