Campaign Groups are structures for organizing and managing an automated process of making outbound calls to the destinations specified in Calling Lists.
The Campaign Groups list shows the Campaign Groups that are in your environment. It is sorted in a hierarchy by Tenants, configuration units, sites, and folders. To view objects by a particular hierarchy, select the hierarchy type in the drop-down menu above the list.
- The Campaigns list displays when you select Campaign Groups in Configuration Manager. To access the Campaign Groups list, you must first select a Campaign object and then a Campaign Groups folder.
- Campaign Groups that are disabled appear grayed out in the list.
Configuration Manager respects tenancy permission settings. You can access only those objects that you have been granted permissions and privileges to access.
You can filter the contents of this list in two ways:
- Type the name or partial name of an object in the Quick Filter field.
- Click the magnifying glass button to open the Tenant Directory filter panel. In this panel, click the Tenant that you want to select. Use the Quick Filter field in this panel to filter the Tenant list.
You can sort the items in the list by clicking a column head. Clicking a column head a second time reverses the sort order.
To select or de-select multiple objects at once, click Select.
To create a new Campaign Group object, click New. To view or edit details of an existing object, click on the name of the object, or click the check-box beside an object and click Edit. To delete one or more objects, click the check-box beside the object(s) in the list and click Delete. You can also delete individual objects by clicking on the object and then clicking Delete. Otherwise, click More to perform the following tasks:
- Clone—Copy a Campaign Group.
- Move To—Move a Campaign Group to another hierarchical structure.
- Enable or disable Campaign Groups.
- Create a folder, configuration unit, or site. See Object Hierarchy for more information.
Outbound Contact has many dialing modes which are listed in the table below. You can switch between Progressive and Predictive dialing modes at any time, and change the optimized parameter. Changing the dialing mode and optimized parameter in Genesys Administrator Extension is temporary. It lasts only until the Campaign is stopped or you change the setting. To change from Predictive or Progressive Dialing mode to Preview Dialing mode, the Campaign must be stopped and restarted. A Preview Only license limits the use of OCS to this one dialing mode. A full license is required in order to run Campaigns in all dialing modes.
The dialing mode is used in conjunction with the values in the Optimization parameters and Optimization Target value fields.
|Power GVP||Dial calls by issuing call requests. For more information, see the Outbound Contact Deployment Guide.|
|Predictive||Dials calls from a calling list and predicts agent availability. Recommended for high-volume, low-value Campaigns.|
|Predictive GVP|| Pacing is based on optimizing agent workloads in deployments where outbound calls first arrive to GVP for self-service. A portion of these outbound calls (for customers who selected the agent-assisted service option in GVP) is then passed to an agent group. In this dialing mode, it is assumed that outbound calls passed for agent-assisted service wait in the queue for some time for the next available agent.
This dialing mode requires SIP Server for placing outbound calls, rather than T-Server, and uses GVP Voice XML applications for self-serviced call processing.
ImportantThis dialing mode is supported by OCS starting in release 8.1.2.
|Predictive with seizing||Used only with the Active Switching Matrix mode. Calls are dialed automatically, similar to Predictive mode.|
|Preview||Dials calls from a calling list only when an agent previews a calling list record and manually requests a call to be dialed. Recommended for low-volume, high-value applications, where individual ownership of accounts is the highest priority.|
|Progressive||Dials calls from a calling list only when an agent is available. Recommended for low-volume, high-value Campaigns.|
|Progressive GVP||Dials calls from a Calling List when a GVP port is available. This dialing mode requires SIP Server for placing outbound calls, rather than T-Server, and uses Voice XML applications for call processing.|
|Progressive with seizing||Used only with the Active Switching Matrix mode. Calls are dialed automatically, similar to Progressive mode.|
|Push Preview||Dials calls that are "pushed" to the agent's desktop using Interaction Server.|