Assoicate this CallType with the MR Dialed Number you will use in the Campaign Config. This is the Reservation Agent routing Script. Note, if you have two MR PIM's, don't forget to add the CallType to the dialed number for each PIM
Create a Routing Script to reserve the Agents and associate the Calltype with this Routing 'reserve' script.
Create an Admin Script
Set the Campaign Skill Group OutboundPercent to 100
Set the Campaign Skill Group OutboundControl to one of the Campaign Types e.g. PREVIEW_DIRECT_BLENDED
Configure the Defination to match up with your CSV file
Don't forget to increase Phone01 etc. from the default of 10 characters if necessary
set the Scheulde configuration to import the File when present and to rename file after import
Create a Query Rule
Create a new query rule, e.g. “Cisco_Progressive_QR”
Set Import Rule to the your newly created import Rule (above), e.g. “Cisco_Progressive_IR”
Set Rule Clause to “1=1”
Create a Campaign, e.g. “Cisco_Progressive”
Change lines per agent to a suitable figure
This is used only for progressive and predictive campaigns and ignored for others campaigns types.
For a low number of agents (10-20 agents), a figure of 1.0 - 1.2 would be a good start. Whatever the figure, you should review the HDS database table t_Dialer_Detail for Call Results 16 & 20. Too many of these means the lines per agent is too high, too few (you want ~2%) should mean lines per agent can be increased.
Generally Leave the Dial Setting and Retires to the default.
for LCM integrations Max attempts MUST be set to 1
The No answer ring limit (2 - 10) of one ring is specified at the dialer level in the TimeToRingCustomer registry entry (8 seconds by default on ICM 7.2).
Enter Campaign Prefix, such as 0 for an outside line
you can prefix the campaign number with a 'unique' prefix e.g. 881 and use Callmanager to set specific CLI / ANI for the campaign, i.e. in CCM config translation pattern, remove prefix (881), insert 0 for outside line and set CLI/ANI e.g. 5551234 etc.
Select Personalized Callbacks if required for this campaign
note: this requires the Logger Registry setting PersonalCallbackMode to be enabled (located at ..\cust\LoggerA\CurrentVersion\)
Things to Watch out for!
Confirm that the Lines Per Agent is set to a valid value for your campaign type (for Predictive / Progressive Campaigns)
Confirm that the Timezone (see below webview details) is set correctly and Campaign & query rule have the correct start and end times.
Confirm that the MR Dialed number used in the Campaign is set up correctly (assigned the correct CallType) on each MR PIM
Use Webview report to view Correct Start and End Times
As its not possible to determine if the Campaigns Times are AM or PM (fix this Cisco please!) you can use the webview following report to view these times CallType camqry03: Valid Campaign Dialing Times