Configure Genesys Cloud campaign setting information

When you create a campaign setting, an Information section appears. In this section, you can add general information about the campaign setting.

Launch the Lightning app for campaign management with the Genesys Cloud objects added as custom tabs.

1. From the Lightning app navigation menu, select Genesys Cloud Campaign Settings.
2. In the Recently Viewed section, click New.
3. Enter information for the following items:

   The integration populates the lookup fields and lists with data synced from your Genesys Cloud organization when you retrieved the Genesys Cloud campaign options.

   Tip: If you do not see items that you expect in the lookup fields or lists, confirm that the items exist in your Genesys Cloud organization and then click Retrieve Options.
   Note: Depending on the dialing mode selected, the following fields are required or optional.
   • Genesys Cloud Campaign Setting Name: Name of the campaign setting.
   • Division: Division of users in your Genesys Cloud organization that you want to limit access of campaign data to. Start typing a division name and select a division from the suggested list.

     For more information, see Divisions overview and Retrieve Genesys Cloud campaign options.

   • Dialing Mode: Determines how contacts are dialed.

     For more information, see Dialing modes.

   • Genesys Cloud Queue: Specific Genesys Cloud queue to route campaign calls.

     For more information, see Queue administration.

   • Skip Preview: Indicates whether agents see a contact’s information and the script before dialing.

     For more information, see Accept or skip a previewed call.

   • Caller ID: Phone Number: Phone number that you want to appear to people contacted during the campaign.
   • Caller ID: Name: Name that you want to appear to people contacted during the campaign.
   • Genesys Cloud Script: Script in your Genesys Cloud organization that you want the agents to use.

     For more information, see About scripting.

   • Genesys Cloud DNC List: Do Not Contact list in your Genesys Cloud organization that you want to use.

     For more information, see Do not contact lists view.

   • Genesys Cloud Contactable Time Set: Time zone and time definition in your Genesys Cloud organization when the integration calls people.

     For more information, see About outbound dialing.

   • Genesys Cloud Edge Group: Association of Edge devices in your Genesys Cloud organization that you want to use to route calls.

     For more information, see About Edge groups.

   • Genesys Cloud Site: Association of Sites in your Genesys Cloud organization that you want to use to route calls.

     For more information, see About sites.

   • Genesys Cloud Call Response: Settings in your Genesys Cloud organization that determines how the campaign responds to live persons, answering machines, and other scenarios.

     For more information, see Call analysis responses page.

   • Sort List Numerically: Indicates whether the integration sorts the Genesys Cloud contact list in numeric order.

     Order is based on a value that you add to the Sort Order field on campaign members records. For more information, see Configure the sort order of campaign members. 

   • Sort List Ascending: Indicates whether the integration sorts the Genesys Cloud contact list alphabetically in ascending order.

     Order is based on a value that you add to the Sort Order field on campaign members records. For more information, see Configure the sort order of campaign members.

   • Enable Agent Owned Dialing: Indicates that the integration routes interactions to agents who are assigned to campaign members. 

     This selection cannot be changed when a campaign is running and requires that you select Preview Dialing as the Dialing Mode. For more information, see Agent-owned records for preview campaigns.

   • Agent Owned Column: Read-only field that displays the campaign member field selected in the Agent Owned Column section.

     This field is automatically populated when you click Save. For more information, see Configure the agent-owned column.

4. Click Save.

Add call rule set

After you save the campaign settings, you can add the call rule set to the campaign setting from the Related section:

To add a call rule set to the campaign setting:

1. In the Related section, click New for Call Rule Sets.
2. In the Genesys Cloud Call Rule Set box, start typing the name of the call rule set and select the rule set from the suggested list.
3. Click Save.

For more information, see Set up campaign management in CX Cloud from Genesys and Salesforce.