A Campaign Manager (CM) is designed with the functionality and features to increase right party contacts and meet campaign objectives in an outbound environment by intelligently managing customer contacts as they move through the system. LCM enables contact centers to reach the right people at the right number to best meet campaign objectives.

An outbound campaign dialer is a tool used in call centers and telemarketing to automate the process of making outgoing calls to a list of contacts. The dialer helps increase efficiency, improve agent productivity, and optimize campaign performance. The Webex Contact Center Dialer using the Next Generation Media Platform (RTMS) supports the following types of pacing modes:

• Progressive
  • The dialer automatically dials a pre-defined number of contacts, one after another once an agent is available.
  • Calls are connected to agents in a sequential manner, ensuring that agents are available to handle each call.
• Predictive
  • Uses predictive algorithms to anticipate how many calls to dial when an agent becomes available.
  • Calls are dialed in anticipation of agent availability, aiming to minimize idle time and maximize the number of answered calls.
  • The dialer adjusts the dialing rate based on historical call data and agent performance.
• IVR
  • Can be run in either progressive or predictive mode.
  • Calls are dialed based on the configured dialing rate and on IVR port availability.
  • If run in predictive mode, the dialing rate is adjusted based on historical call data to maintain configured abandoned rate.

anchorCampaign Manager Requirements

To bring your own Campaign Manager to Webex Contact Center you need to provide a resource domain, an authentication token and the dialing list.

Resource Domain

A Campaign Manager resource domain is required which uses the following authentication type:

• Basic Authentication (Username/Password)

And must provide endpoints for

1. Providing an authentication token. This is a URL that is at the ORG level to provide a token that will subsequently be passed by the dialer on future Campaign Manager requests for records.
2. Fetching the dialing lists. This is a per Campaign URL that provides records to the dialer
3. A webhook subscription. This is a per ORG URL that will receive the dispositions of the calls.

The resource domain will need to be configured as a custom connector in Webex Contact Center Control Hub. The custom connector requires the Username, Password and URL needed to obtain the token. See the section on Connecting to the Webex Contact Center below.

Authentication Token

The Campaign Manager needs to provide a token. All external API requests to the Campaign Manager will be authenticated using this token. This includes requests to fetch the dialing list and to subscribe to call disposition events.

The token should have an expiry of 60 minutes and follow the JSON format shown below. WXCC will periodically request the token when it needs to be refreshed, and it will be provided in the header to the Campaign Manager.

{
    "Token": "33672E834DB895DB9DFF52C2C2268D90593C408ABB536C6415E8FFA7E278A2B07D0B5AAF06C06015BD77916FDB8AC8AF5B54C588420E7112F81F8CC02D9EF7E6A49DAB4EB52B73C111DCDFB506040CA37454E290126A95C7BEBBF7E135F37D77C353797FE8B419D6BE15CDBBEC4DABFEFDCC326BCDD79C100962D3065C5B60F3D4C1297844DAA608D649E90AEBBD1928B865F44560184191B1A4237F7DB4C261221ABEC482C3414E85ACA0D466D7799B0AC1E5D7324EFD4EAFEAAD77858B70D30A227C434042721BB9F405213227B52",
   
    "ExpiresIn": 60
}

Dialing List

The Campaign Manager needs to provide the list of contacts in the endpoint associated with the dialing lists. Once the records are retrieved by the dialer, They should not be returned in a subsequent request unless they are intended to be retried.

The dialer will periodically request the list using the unique dialing list fetch URL provided when the campaign was started, refer to the Start Campaign Request API section below. The response to the dialer must be in the JSON format and contain the following fields as shown below. Once the dialer gets a success response it starts dialing out the contacts.

[
{
    "lcmId": "Unique-ID-1",
    "orgId": "YOUR_CUSTOMER_ORGID",
    "campaignId": "YOUR_CAMPAIGN_ID",
    "dialNumber": "5551112345",
    "dialAt": "2024-01-17T00:14:28Z",
    "guardTime": "2024-01-17T23:59:00Z",
    "preferredAgentId": "",
    "customerANI": "",
    "customerData": [
    {
        "name": "LastName",
        "value": "Doe"
    },
    {
        "name": "FirstName",
        "value": "John"
    }
    ],    
    "enforceDialAtTime": true
 }
]

The following table describes the fields required in the response:

Note: For IVR Campaigns, if one wants to control what time a contact should be dialed, the contact list must have a value specified for the "dialAt" field and the “enforceDialAtTime” field set true.

anchorConnecting to the Webex Contact Center

A custom connector is required to enable the Webex Contact Center to authenticate with your Call Manager resource domain. This connector is utilized by the Dialer only to obtain the token for subsequent requests to the Campaign Manager. To configure the connector:

1. Login into Webex Admin Portal (Control Hub): https://admin.webex.com.
2. Choose Contact Center in the left-hand navigation.
3. Scroll down to Integrations under TENANT SETTINGS.
4. In the Integrations page choose Custom Connectors to register your campaign manager’s URL.
5. Enter the information requested in Set Up Custom Connector. The custom connector name must be CampaignManagerCredential

Note: Once your Campaign Manager endpoint is authenticated, the fetch list URI and the call disposition URI can be relative paths that use the same authentication tokens.

anchorUsing the Webex Contact Center Campaign Manager APIs

WebexCC Campaign Manager APIs can be used to start, stop and update a campaign. Details can be found at: Campaign Manager.

Start Campaign Request:

Used to start a campaign. For each campaign, the campaign id and dialing list fetch URL should be unique.

curl --request POST \
   --url 'https://api.wxcc-YOUR_DC.cisco.com/v1/dialer/campaign' \
   --header 'Accept: application/json' \
   --header 'Authorization: Bearer YOUR_USER_TOKEN' \
   --header 'Content-Type: application/json' \
   --data '{
     "id": "YOUR_CAMPAIGN_ID",
     "vendorVersion": "YOUR_VERSION",
     "campaignType": "YOUR_CAMPAIGN_TYPE",
     "campaignName": "",
     "authToken": "",
     "dialingRate": "1.0",
     "recordCount": "50",
     "entryPointId": "WXCC_CONFIGURED_OUTDIAL_EPID",
     "dialingListFetchURL": "YOUR_DIALINGLIST_FETCHURL",
     "outdialANI": "WXCC_CONFIGURED_OUTDIAL_ANI",
     "noAnswerRingLimit": "32",
     "maxDialingRate": "10.0",
     "abandonRatePercentage": "3.0",
     "predictiveCorrectionPace": "70",
     "predictiveGain": "1.0",
     "reservationPercentage": "100",
     "callProgressAnalysisParams": {
           "cpaEnabled": false, 
           "amdEnabled": false,
           "minSilencePeriod": "608",
           "analysisPeriod": "1000",
           "minimumValidSpeech": "112",
           "maxTimeAnalysis": "4000",
           "maxTermToneAnalysis": "30000",
           "terminatingToneDetect": false
      },
      "ivrPorts": "10"
   }'

Update Campaign Request:

Used update a campaign, only certain parameters for a running campaign can be updated.

curl --request PUT \
  --url 'https://api.wxcc-YOUR_DC.cisco.com/v1/dialer/campaign/YOUR_CAMPAIGN_ID' \
  --header 'Accept: application/json' \
  --header 'Authorization: Bearer YOUR_USER_TOKEN' \
  --header 'Content-Type: application/json' \
  --data '{
    "dialingRate": "1.3",
    "campaignName": "",
    "authToken": "",
    "dialingListFetchURL": "YOUR_DIALINGLIST_FETCHURL",
    "outdialANI": "WXCC_CONFIGURED_OUTDIAL_ANI",
    "noAnswerRingLimit": "32",
    "maxDialingRate": "10.0",
    "reservationPercentage": "100"    
  }'

Stop Campaign Request:

Used to stop a campaign.

curl --request DELETE \
  --url 'https://api.wxcc-YOUR_DC.cisco.com/v1/dialer/campaign/YOUR_CAMPAIGN_ID' \
  --header 'Authorization: Bearer YOUR_USER_TOKEN'

anchorUsing the Webex Contact Center Subscription API

For the Campaign Manager to handle the outcome of the provided customer records, a subscription needs to be registered in order to listen for dialer related events.

Based on the processing of a contact, the Dialer service will publish the outcome via an event. These events are forwarded to users subscribed to the campaign:contact-disposition event. Campaign Managers can then use these events to decide how contacts of the campaign are handled by rescheduling, closing or doing a retry immediately. Or, contact outcomes can be grouped and sorted for analysis.

Note: The webhook receiver must be performant and be able to sufficiently handle the call rate. If the receiver does not respond within 5 seconds, the webhook will be considered a failed post.

Details on the Register Subscription API can be found at: Register Subscription.

Here’s a sample curl command that registers to receive call dispositions:

curl --request POST \
  --url 'https://api.wxcc-YOUR_DC.cisco.com/v2/subscriptions \
  --header 'Accept: application/json' \
  --header 'Authorization: Bearer YOUR_USER_TOKEN' \
  --header 'Content-Type: application/json' \
   --data '{
    "name": "YOUR_CAMPAIGN_MANAGER_SUBSCRIPTION",
    "description": "Connects campaign manager to WXCC Outbound Dialer",
    "eventTypes": [
      "campaign:contact-disposition"
    ],
    "destinationUrl": "YOUR_CAMPAIGN_MANAGER_URL”,
    "secret": "YOUR_SECRET",
    "orgId": "YOUR_CUSTOMER_ORGID",
    "resourceVersion": "campaign:1.0.0"    
  }'

Multiple records can be included in a single message. If the command is successful, you’ll see a response similar to the following example which shows how a contact-disposition event with 2 records is formatted.

{
"data": [{
    "contactId": "Unique-ID-1",
    "destination": "5551112345",
    "taskId": "199dda6a-3018-4b1c-bd4f-55519343b253",
    "telephonyOutcome": 3,
    "businessOutcome": null,
    "agentId": "",
    "callbackPreferredAgentId": "",
    "callStartTime": "2023-12-01T16:11:34.794Z",
    "callEndTime": null
},{
    "contactId": "Unique-ID-2",
    "destination": 5551116789,
    "taskId": "1fafff97-e821-4a35-b94b-20ef22388b4e",
    "telephonyOutcome": 3,
    "businessOutcome": null,
    "agentId": "",
    "callbackPreferredAgentId": "",
    "callStartTime": "2023-12-01T16:11:34.812Z",
    "callEndTime": null
}],
    "id": "757f4bf9-9672-4a07-a964-38b3d0eb7664",
    "source": "/com/cisco/wxcc/d6159130-7d37-4dc1-aba8-7ef56fb099d7",
    "specversion": "1.0",
    "type": "campaign:contact-disposition",
    "datacontenttype": "application/json",
    "comciscoorgid": "YOUR_CUSTOMER_ORGID",
    "campaignId": "YOUR_CAMPAIGN_ID"
}

The following table describes the keys returned in the response:

Description Of Telephone Outcomes

The following table describes the various telephonyOutcome values: