Add a schedule entry for a campaign or campaign sequence
The following permissions:
- Outbound > Schedule > Add
- Outbound > Schedule > Delete
- Outbound > Schedule > Edit
- Outbound > Schedule > View
- Outbound > Campaign > Search
- Outbound > Campaignsequence > View
Schedule entries define when a resource, such as a campaign or campaign sequence automatically starts and stops.
The schedule view shows schedules in the local time of the person viewing them. But when configuring a schedule entry, you express dates and times the same way someone would in their local time.
To add a schedule entry:
Under Outbound Dialing, click Campaign Management.
Click the Schedule tab.
For purpose of example, suppose that you are an outbound dialing administrator in Indianapolis, Indiana. Your goal is to dial contacts in Honolulu, Hawaii from 8:00 a.m. to 5:00 pm Honolulu time, Monday through Friday, to conduct a customer satisfaction survey.
The Month, Week, and Day buttons set the duration of time displayed in the calendar view.
Since our example calls for scheduling a contiguous range of days, it is easiest method is to select a Month view. This view allows an administrator to configure a range of days at once. Click the Month button.
Define an entry by clicking a time slot in the calendar, or click and drag to select a time span.
Click a Monday in the calendar. Then drag right to extend the selection to Friday.
The Schedule a resource popover appears when you release the mouse button.
Select Campaign or Sequence from the Resource Type drop box. For the example scenario, select Campaign from the Resource Type drop box.
Select the name of a campaign or sequence.
A campaign administrator in Indianapolis would select Customer Satisfaction Survey from the Campaign list box.
(Optional) Select a time zone from the Time Zone list. This step identifies the time zone used by the resource, eliminating the need to calculate offsets between the time zone of the administrator and the zone of the resource.
A campaign administrator in Indiana would select Pacific/Honolulu as the time zone, and then set the start time to 9 AM and the end time as 6 PM. The administrator can be confident that the resource runs between 9 a.m. and 6 p.m. Hawaiian time, without having to calculate offsets between his zone and Hawaii’s time zone.
Tip: Selecting a zone makes it easy to describe when a resource runs, since the system sets times from the perspective of someone in that time zone.
Always set start date, start time, end date, and end time using the local time of someone in the selected zone. If you want contacts to receive calls on Wednesday between 3 and 4 pm, then that’s what you would select. If you do not specify a zone, the system uses the administrator’s local time zone to schedule the resource.
The start date of a schedule entry cannot be in the past. The user interface validates this condition and warns, “the start cannot be in the past.”
When you define a schedule entry, the system enters dates and times using the local time perspective of someone in the specified time zone.
Conversely, on the schedules page view, the system normalizes dates and times to the local time of the person viewing the schedule. This process makes it easier to discern the impact that schedules have on contact center resources.