Create an external calling campaign


Prerequisites

The following permissions are required for all dialing modes:

  • Outbound > Campaign > Add, Delete, Edit, Search
  • Routing > Queue > Search
  • Scripter > Publishedscripts > View
  • Outbound > Contactlist > Search

    The following permissions are optional for all dialing modes:

    • Outbound > Dnclist > View
    • Outbound > Contactabletimeset > View
    • Outbound > Contactlistfilter > View

    An external calling campaign is similar to a preview campaign, except that agents cannot place campaign calls through Genesys Cloud. When a record is presented to an agent, the agent copies the phone number to a third-party desktop dialer and places the call from there.  

    If you are located in the United States, or conducting business there, external calling mode enables you to comply with the Telephone Customer Protection Act (TCPA) regulations that prohibit auto-dialing. 

    Before running an external calling campaign, make sure to set up a third-party desktop dialer, such as Gryphon Network’s desktop dialer. 

    You can find the Gryphon Network desktop dialer on the Genesys AppFoundry. In the Search box, type Gryphon Network, and the card for the app appears. You are responsible for setting up an account ad plan with Gryphon. After you sign up, you are sent credentials for logging in to the Gryphon portal. If you have any issues with this dialer, contact Gryphon Network.

    How it works in Genesys Cloud

    Instead of seeing a Begin Call button when presented with a record, agents see the phone number, a copy button, and a warning along the top of the screen advising them to place calls externally.

    If the agent decides to place a call, the agent copies the phone number (using the copy button) from Genesys Cloud, pastes it into a third-party desktop dialer, and selects the phone icon to launch the call.

    When the call finishes, the agent ends the call on the dialer and returns to Genesys Cloud, where they click Done and enter a wrap-up code. All agent wrap-ups count as an attempt for attempt controls. Therefore, all external calling wrap-ups that are not skipped count as an attempt. 

    In external calling mode, agents cannot place a campaign call through Genesys Cloud. Agents can still use their Genesys Cloud call panel to make non-campaign calls to internal or external contacts.

    For more information on the agent actions, see Accept or skip a call.

    Note: Agents must be assigned a station to be considered available for external calling.

    Agent status

    Agents do not receive interrupting calls as their status changes from Idle to Interacting when they receive a contact record, unless the queue is otherwise configured. 

    The default utilization settings block blended agents from receiving interrupting calls while handling a call on a third-party dialer.

    Callbacks and transfers

    If a callback is scheduled or transferred, the callback connects to the initial interaction and must be made through the same third-party dialer. 

    Agent-scheduled callbacks on these campaigns are not restricted by such things as attempt controls, an uncallable status (from rule or wrap-up mapping), time zone blocking, dnc blocking, or rule do not dial skipping.

    Notes:
    • Scheduled callbacks cannot be restricted or blocked in external calling. 
    • All follow-up interactions, such as messaging, to phone numbers initially contacted through external calling should be avoided.
    • Due to pre-dial validations, such as time zone mapping, occurring before a record is delivered to an agent, it’s important agents handle these calls as quickly as possible once the record is delivered. In the case of time zone mapping, a record is delivered during the allowable time period, but Genesys Cloud cannot prevent the agent from making the call hours later on the third-party dialer.

    Data and analytics

    External calling does not track data, import call detail records or recordings related to calls made through your third-party dialer.

    1. Add resources required for this campaign mode, or identify existing resources to reuse.

      Resource Required? Description

      Agent Script

      Yes

      Create a script that helps agents interact with each contact. See Scripts page.

      Contact List

      Yes

      Define the list of persons you want to call or know which existing list to use. 

      Do Not Contact List

      Optional

      Define a list of numbers that this campaign never dials, even if they are in the contact list. See Add a new DNC list.

      Queue

      Yes

      Add a new queue or identify an existing queue you want to assign to the campaign.

      Contactable Time

      Optional

      Define when the campaign can place calls to specific time zones. See Create a Contactable Times entry.

      Division

      Optional

      Know which division to associate with this campaign, or whether to use the Home division by default. See Divisions overview.

    2. Click Admin.

    3. Under Outbound Dialing, click Campaign Management.

    4. Click the Campaigns tab.

    5. Click Create New.

    6. Type a name in the Campaign Name box. The name of a campaign can contain spaces and special characters, but it must be unique.

      Image of campaign name property box

    7. Select a Division or accept the default Home division.

      See also Work with Divisions in About access control.

    8. Select External Calling from the Dialing Mode list.

      Note: Once you select external as the dialing mode and click Save, you can’t change it to another dialing mode.
      Note: Campaigns using a different dialing mode, like predictive and power, can still exist and run in the same org using external calling. Scrub phone numbers to determine records safe to dial in a traditional dialer environment which will be called in existing campaign modes (predictive, power, and agentless) and which need to be dialed with external calling.

    9. Select a queue of agents you want to participate in this campaign. To filter the list, type all or part of a name in the Queue filtered box. If you do not type filter text, the Queue box lists all queues.
    10. Select a script from the Agent Script list. To see case-sensitive matching selections, type all or part of a script name. To accept a matched item, select it from the list. figure shows assignment of a script to the campaign

      Tip: If you select “Default Outbound Script”, the system creates a contact list form for your campaign. The form allows agents to edit every column in the campaign’s contact list.

    11. To allow the agent to bypass a preview contact, enable Allow Skipping of Preview Calls. When disabled, a preview telephone number cannot be skipped by the agent.

      Image shows switch used to allow or deny skipping of preview calls

    12. Use the Contact List box to select a list of contacts for this campaign to dial. To filter the list, type all or part of a name. If you select an unassignable list, an error message indicates why. A contact list is invalid if:

      • No defined phone number types exist for the list.
      • The list has no records.
      • The list failed to import.
      • An import that created the list is still running.

      Tip: If you have not created a contact list, you can do so without leaving the current page:

      1. Click the Contact List box and then click Create a New Contact List.

        Figure shows how to create a new contact list while editing a campaign configuration
        A dialog box prompts for the contact list name and a .csv file to upload:

        Figure shows the dialog used to name and select a contact list file to upload

        Note: For external calling campaigns, a contact record should contain only one phone number field. If there is more than one phone number for a single record, run a separate campaign for each number. If there is more than one phone number attached to a record, the wrap-up code may not be applied to the dialed number.
      2. Type a name in the Contact List Name box and click Browse to select a contact file to upload. For more information, see Create a new contact list.

      3. Click Save.

    13. Columns in the contact list that contain telephone numbers appear below the Contact List Numbers heading. To exclude a phone number column from dialing, click x next to a phone number type. If you remove a contact column and want to add it back, click outside the boxes. Then type all or part of the phone number type name. For example, type C to display Cell. To accept a matched item, select it from the list.

      Figure shows contact list numbers in contact list.

      Define closing wrap-up code mappings

      A terminating wrap-up code is any wrap-up defined for a queue, whose wrap-up code mapping is one of the uncallable indicators (Contact Uncallable or Number Uncallable). “Right Party Contact” is not applicable in external calling mode as it is limited to one phone number per contact. For more information, see Wrap-up code mappings page.

    14. From the Contact List Filter box, optionally select the contact list filter that this campaign should use to limit the dialing to contacts that match the filter. For more information, see Contact list filters view.
    15. From the DNC Lists box, optionally select a table of phone numbers that this campaign should never dial. To filter the list, type all or part of a name. When this campaign selects records to dial from its contact list, it excludes numbers that match entries in this DNC list. If you select an unassignable list, an error message appears. A Do Not Contact list is invalid if:

      • All or part of the list contains no records.
      • All or part of the list failed to import.

      Tip: If you have not created a DNC list, you can do so without leaving the current page:

      1. Click the Do Not Contact Lists box and then click Create a New DNC List.

        Figure shows how to create a new dnc list while editing a campaign configuration
        A dialog box prompts for the DNC list name and for a .csv file to upload.

        Figure shows the dialog used to name and select a DNC file to upload

      2. Type a name in the DNC List Name box and to select a DNC file, click Browse. At minimum, the .csv file can contain a single column of telephone numbers. A DNC file may contain multiple phone number columns and redundant information, such as contact names.

        Example:

        Last Name, First Name,DNC_Home,DNC_Cell,DNC_Work
        Smith,Bill,317-153-4777,317-981-6233,317-333-2174
        Thomas,Terry,424-999-2334,424-384-9993,424-973-8828

        As a best practice, put only phone number columns in your .csv file.

      3. Click Save.

    16. Optionally select a Contactable Time Set file containing time zone names and when calling can occur for each. In external calling mode, this will only apply to when the record is delivered to an agent and does not block the agent from dialing outside the set time. For more information, see Contactable Times page.

      Notes: To use the contactable times feature, the contact list assigned to the campaign must contain at least one timezone column. If it does not, and you assign a set of contactable times to the campaign, then the configuration is invalid and you cannot save changes to the campaign.

    17. Prioritize this campaign. Under Advanced, use the Priority setting to assign an integer between 1 and 5 inclusive. Priority indicates the importance of this campaign relative to any others. This setting helps outbound dialing determine how many calls to place for each campaign for each agent.

      example-campaign-priority-setting

      1 is lowest priority. 5 is highest. The default is 5.

      Agents participate automatically in multiple campaigns by way of the queues they are active in. The same queue may be assigned to multiple campaigns, or the agent may be a member of queues assigned to running campaigns. When an agent is active in multiple campaigns, each campaign generates interactions for that agent, based on the priority settings for each campaign to which the agent is attached.

      Over time, more calls per agent are placed for higher priority campaigns, proportionally to each campaign’s priority number.

    18. Optional. Enable Always Running if you want the campaign to continue running even if there are currently no contacts in the contact list. The campaign does not complete when it runs out of records, and instead sits idle waiting for more records to be added. This option is useful if the contact list is dynamically updated from another source.
    19. Optionally sort the contact list by column before dialing begins. For example, if your contact list has an Amount_Owed column, you could sort the list to call people who owe the highest amount first. Under Advanced > Contact Sorting, select a contact list column in Sort by. Select a Sort order: ascending (default) or descending. If the sort column contains numeric information such as a telephone number or monetary amount, enable Field is Numeric. Contact list sorting takes place at campaign start or campaign recycle. If you add a contact while a campaign is running, the new contact is dialed but is not included in contact list sorting until the next campaign recycle. Click the plus sign to sort by additional columns. You can sort up to four contact list columns, with the first sort taking the highest precedence.

      Figure shows options for sorting the contact list based on a single column

      Note: Special considerations apply when sorting a date column. The system does not sort a contact column that represents a date formatted mm/dd/yy as a date. It sorts the column as a string since the system does not recognize that format as a date. To work around this limitation, format dates using ISO 8601 format (yyyy-mm-dd). That format sorts in the same order whether considered a string or a date. To denote Christmas Day for example, enter 2017-12-25 instead of 12/25/17.

    20. Click Save. The new campaign is available on the Campaign Management page.
      Note: An error message appears if the new campaign exceeds the maximum limit count of 1000. Delete old or obsolete campaigns as needed and click Save again to complete the new campaign configuration.