PEC-OU/Current/CXContact/DialingProfile - Revision history

WikiSysop at 12:31, June 28, 2022

2022-06-28T12:31:04Z

WikiSysop at 10:00, May 11, 2022

2022-05-11T10:00:33Z

Arjun.D.IX: Published

2022-03-09T10:01:53Z

Published

Merav.levy@genesys.com: Published

2021-02-09T17:10:31Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:31:07Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:26Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T14:26:04Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Create a Dialing Profile
|TocName=Create a Dialing Profile
|Context=Learn how to set up a dialing profile. For general information about dialing profiles and how they fit into the overall campaign structure, refer to the {{Link-SomewhereInThisManual|topic=Terminology|anchor=top|display text=Campaign Structure and Terminology}} page.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=CX Contact
|Section={{Section
|sectionHeading=Dialing Profile Details
|anchor=DialingProfileDetails
|alignment=Vertical
|structuredtext=Before you create the new dialing profile, let's take a look at the main '''Dialing Profiles''' page. To get there, go to the '''Campaigns''' menu and select '''Dialing Profiles'''.
[[File:CXC_NewDP.png|center]]

On the main '''Dialing Profiles''' page, you'll see a table that lists core details about each dialing profile:

*'''Name''' - Includes the name of the dialing profile and an icon that represents the type of dialing profile being used.
*'''Type''' - Specifies if the dialing profile is an agent-based dialing profile or an IVR-based dialing profile. The type also specifies if the dialing profile is a LIFO dialing profile. See the {{Link-SomewhereInThisManual|topic=DialingProfile|anchor=DPTypes|display text=table}} below for more information.
*'''Channel''' - Specifies if the dialing profile is applied to a Voice, SMS, or Email channel.
*'''Last Modified Date''' -The date the dialing profile was last modified.
*'''Created Date''' - The date the dialing profile was created.

The following table gives a description of each icon and the type of dialing profile it represents.

{{AnchorDiv|DPTypes}}
{{{!}}
!Icon
!Description
!Type
{{!}}-
{{!}}[[File:Icon-agent.png|30px|center|]]
{{!}}Represents a profile using any automatic or manual dialing mode.
{{!}}Agent
{{!}}-
{{!}}[[File:IVR-icon.png|50px|center]]
{{!}}Represents a profile using either Progressive IVR or Power IVR mode.
{{!}}IVR
{{!}}-
{{!}}[[File:Icon-MixedIVR_New.png|60px|center]]
{{!}}Represents a profile using Predictive IVR mode.
{{!}}Agent
{{!}}-
{{!}}[[File:IC Sms Message@2x.png|center]]
{{!}}Represents a dialing profile using an SMS channel.
{{!}}Alert
{{!}}-
{{!}}[[File:IC Email@2x.png|center]]
{{!}}Represents a dialing profile using an Email channel.
{{!}}General
{{!}}-
{{!}}}

To visually inform you that LIFO has been enabled within an existing dialing mode the dialing icons will appear as shown in the following table.

{{{!}}
!Icon
!LIFO Mode
!Type of Dialing Profile
{{!}}-
{{!}}[[File:Agent_LIFO.png|30px|center|]]
{{!}}Predictive, Progressive (with or without Seizing) or Push or Pull Preview with LIFO.
{{!}}Agent / LIFO
{{!}}-
{{!}}[[File:IVR_LIFO.png|50px|center]]
{{!}}Power IVR with LIFO.
{{!}}IVR / LIFO
{{!}}-
{{!}}[[File:Agent_IVR_LIFO.png|60px|center]]
{{!}}Predictive IVR or Progressive IVR with LIFA
{{!}}Agent / LIFO
{{!}}-
{{!}}}

For more information about dialing modes and IVR modes, refer to the {{Link-SomewhereInThisManual|topic=DialingModes|anchor=top|display text=Dialing Modes and IVR Modes}} page.

The remainder of this article describes the following procedures:

*{{Link-SomewhereInThisManual|topic=DialingProfile|anchor=CreateProfile|display text=Create a dialing profile}}
*{{Link-SomewhereInThisManual|topic=DialingProfile|anchor=EditProfile|display text=Edit a dialing profile}}
*{{Link-SomewhereInThisManual|topic=DialingProfile|anchor=DuplicateProfile|display text=Duplicate a dialing profile}}
*{{Link-SomewhereInThisManual|topic=DialingProfile|anchor=DeleteProfile|display text=Delete a dialing profile}}
|Status=No
}}{{Section
|sectionHeading=Create a Dialing Profile
|anchor=CreateaProfile
|alignment=Vertical
|structuredtext=To create a new dialing profile, on the Dialing Profile page, click '''New''' and select the type of dialing profile you want to create (Voice, SMS, or Email).

[[File:CXC_CreateDP_Channels.png|600px|center]]

Refer to the following sections to learn about all available options and to define key campaign parameters.

{{AnchorDiv|Tabs}}
Refer to each of the sections below to define key campaign parameters and to learn about all available options.

*{{Link-SomewhereInThisManual|topic=DialingProfile|anchor=generaltab|display text=General tab}} - specify general information about the campaign template.
*{{Link-SomewhereInThisManual|topic=DialingProfile|anchor=dialingtab|display text=Dialing tab}} - select a dialing mode or IVR mode, pacing options, optimization parameters, and campaign time constraints.
*{{Link-SomewhereInThisManual|topic=DialingProfile|anchor=treatmenttab|display text=Treatment tab}} - specify call delivery options and retry options, create a device escalation plan, or define the URI for an SCXML treatment script.
*{{Link-SomewhereInThisManual|topic=DialingProfile|anchor=compliancetab|display text=Compliance tab}} - specify compliance parameters. '''Note:''' This tab appears only if you're creating a Voice dialing profile.
*{{Link-SomewhereInThisManual|topic=DialingProfile|anchor=contenttab|display text=Content tab}} - create SMS alert templates and custom scripts. '''Note:''' This tab appears only if you're creating an SMS profile.
*{{Link-SomewhereInThisManual|topic=DialingProfile|anchor=advancedtab|display text=Advanced tab}} - enable advanced pacing and dialing features.

{{AnchorDiv|generaltab}}
===General===
This tab has four sections, outlined in the table below.

{{{!}}
!Section
!Description
{{!}}-
{{!}}'''General Options'''
{{!}}
To start, specify the following basic details about the dialing profile:

*Name of the dialing profile
*Agent Group (Voice channel only) - Agent groups are set up in either Genesys Administrator EXtension (GAX) or in Agent Setup.
*Destination DN (Voice channel only) - The Voice Transfer Destination DN associated with the Campaign Group(s) created using this Dialing Profile. Destination DN identifies DN where the outbound calls are to be delivered for distribution to agents or IVR ports. The list of DNs available for selection is taken from the Agent Group Origination DNs list.
*Caller ID Number (Voice channel only) - Specify the Caller ID number you want to use for the campaign group. You can set the global Caller ID number on the '''Settings''' page.

{{!}}-
{{!}}'''Phone Number Filters'''
{{!}}Next, you'll apply {{Link-SomewhereInThisManual|topic=ListFilters|anchor=top|display text=phone number filters}} to the contact lists that be will be part of this campaign. Note that the phone number filters available to you depend on the channel being used for this campaign. Refer to the {{Link-SomewhereInThisManual|topic=ListFilters|anchor=top|display text=Apply Phone Number Filters}} page for a description of the available phone number filters.
{{!}}-
{{!}}'''Rules and Strategies'''
{{!}}In this next section, you'll see a list of attempt rules, location rules, and suppression lists that were marked as '''Required''' when they were created or imported. You can click '''Change''' to add additional rules or suppression lists, but you cannot remove them from this page. You must return to the {{Link-SomewhereInThisManual|topic=CompTools|anchor=top|display text=Compliance Tools}} page or the {{Link-SomewhereInThisManual|topic=Suppression|anchor=top|display text=Contact Suppression Lists}} page to uncheck the '''Required''' box for the rule or list you want to remove. Refer to the {{Link-SomewhereInThisManual|topic=CompTools|anchor=AttemptRules|display text=Attempt Rules}}, {{Link-SomewhereInThisManual|topic=CompTools|anchor=LocationRules|display text=Location Rules}}, or {{Link-SomewhereInThisManual|topic=Suppression|anchor=top|display text=Contact Suppression Lists}} pages for more information.

You can also apply the following in this section:

*Labels - Choose from a contact list {{Link-SomewhereInThisManual|topic=FieldLabels|anchor=top|display text=labeling schema}} you created on the '''Labels''' page. '''Note''': A contact list can have only one labeling schema.
*Filtering Rule - Choose a {{Link-SomewhereInThisManual|topic=ListRules|anchor=FilteringRule|display text=filtering rule}} that, when applied, defines the way contact data is sorted and ordered. Unlike upload and selection rules, you can update apply or update a filtering rule dynamically, while a campaign group is running.
{{!}}-
{{!}}'''List Reset Options'''
{{!}}Finally, if you want to restart a campaign after it has been paused or stopped/unloaded, you can specify the way in which CX Contact should retry the contact list. The options are outlined {{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=List_Reset_Options|display text=below.}}
{{!}}-
{{!}}}

{{AnchorDiv|dialingtab}}
===Dialing===

Use the '''Dialing''' tab to set important dialing parameters, such as the dialing mode, pacing options, and time constraints. This table below describes each section of the '''Dialing''' tab.

{{{!}}
!Section
!Description
{{!}}-
{{!}}'''Dialing Modes and IVR Modes'''
{{!}}Choose a dialing mode or an IVR mode, depending on the type of campaign you're running. For a detailed description of each dialing mode and IVR mode, refer to the {{Link-SomewhereInThisManual|topic=DialingModes|anchor=top|display text=Dialing Modes and IVR Modes}} page.
{{!}}-
{{!}}'''Optimization Parameters'''
{{!}}If you select a Predictive dialing mode or Predictive IVR mode, you can select an optimization parameter. When you select an optimization parameter, the system adjusts call pacing to adhere to that parameter. Refer to the {{Link-SomewhereInThisManual|topic=PacingOptions|anchor=top|display text=Pacing and Optimization}} page for a description of each optimization parameter and its associated dialing mode or IVR mode.
{{!}}-
{{!}}'''Pacing Options'''
{{!}}Pacing defines the way in which contact attempts are made - you select the parameters and the dialing algorithm adjusts accordingly. Refer to the {{Link-SomewhereInThisManual|topic=PacingOptions|anchor=top|display text=Pacing and Optimization}} page for a description of each pacing option and its associated dialing mode or IVR mode.
{{!}}-
{{!}}'''Time Constraints'''
{{!}}Use the Time Constraints section (first enable '''Constrain Pass Times''') to define when the system can and cannot attempt a record. When you define '''never start passes before''' and '''always end passes by''' options, a doughnut chart appears onscreen to display the duration of the allowable contact/broadcast window. Refer to the {{Link-SomewhereInThisManual|topic=TimeConstraints|anchor=top|display text=Define the Calling Window}} for information about time constraint options and to learn how to set a safe dialing window.
{{!}}-
{{!}}}

{{AnchorDiv|treatmenttab}}
===Treatment===
'''Start of Treatment Tab.'''

A treatment defines what CX Contact should do with a call that does not reach the intended party.

This tab is broken down into the following sub-tabs:

*{{Link-SomewhereInThisManual|topic=DeliveryRetry|anchor=Delivery|display text=Delivery Options}} - define the circumstances in which the system should connect a call to an agent.
*{{Link-SomewhereInThisManual|topic=DeliveryRetry|anchor=Retry|display text=Retry Options}} - define the way the system should respond to any given call result.
*{{Link-SomewhereInThisManual|topic=SCXML|anchor=top|display text=SCXML-based treatments}} - specify the URI to an SCXML treatment script.
*{{Link-SomewhereInThisManual|topic=DeviceEscalation|anchor=top|display text=Device Escalation}} - in the event a single record contains more than one device, you can identify which device(s) are contacted as well as the order in which they are contacted.

Click the links above to learn how to apply treatments and device escalation.

'''End of Treatment Tab.'''

{{AnchorDiv|compliancetab}}
===Compliance===
'''Start of Compliance Tab.'''

If you have a campaign using Predictive dialing and the Abandoned Call Rate optimization parameter, and you want the system to switch to Progressive dialing in the event the target abandon rate reaches your optimization goal (for example 3.1%) to eliminate the risk of further abandonment, you'll specify those values here. The system can then switch back to Predictive once the call abandon rate returns to an acceptable level (for example 2.9%).

[[File:CXC_DP_CompTab.png|600px|center]]

'''End of Compliance Tab.'''

{{AnchorDiv|contenttab}}
===Content===
'''Start of Content Tab.'''

{{NoteFormat|This tab only appears for campaigns using an SMS or Email channel.}}

Use this tab to create SMS or Email templates, depending on the channel. See the {{Link-SomewhereInThisManual|topic=SMSCampaign|anchor=top|display text=Create an SMS Template}} page or the {{Link-SomewhereInThisManual|topic=EmailCampaign|anchor=top|display text=Create an Email Template}} page for more information.

'''End of Content Tab.'''

{{AnchorDiv|advancedtab}}
===Advanced===
'''Start of Advanced Tab.'''

{{NoteFormat|Use these options only if you have advanced knowledge of CX Contact or have been advised by Customer Care.}}

On the '''Advanced''' tab, you can configure an unlimited number of arbitrary dialing options that provide additional functionality. Enter the option name and value that you want to apply to the campaign group here. Contact your account representative for more information about the available options.

The pacing and dialing options available on this page are described in detail in the {{Link-SomewhereInThisManual|topic=PacingOptions|anchor=Pacing_Options|display text=Pacing Options}} and {{Link-SomewhereInThisManual|topic=PacingOptions|anchor=Advanced_Dialing_Options|display text=Advanced Dialing Options}} sections on the {{Link-SomewhereInThisManual|topic=PacingOptions|anchor=top|display text=Pacing and Optimization}} page in this manual.

'''End of Advanced Tab.'''

{{NoteFormat|All options selected on the '''Dialing Profiles''' page become the default settings for all campaign group templates that use that dialing profile. When you create a new campaign group, however, you can change the settings for that one specific campaign group.|2}}
|Status=No
}}{{Section
|sectionHeading=Manage a Dialing Profile
|anchor=ManageaDialingProfile
|alignment=Vertical
|structuredtext=Once you have created a dialing profile, you can edit, delete, or duplicate the dialing profile from the main '''Dialing Profiles''' page. You can complete these tasks via the '''Actions''' menu on the main '''Dialing Profiles''' page.

[[File:CXC_EditDeleteDuplicateDP.png|center]]

{{AnchorDiv|EditProfile}}
===Edit a Dialing Profile===

To edit a dialing profile, click the dialing profile you want to edit and click the pencil icon from the '''Actions''' menu. This opens the dialing profile. Click any tab to edit the corresponding properties.

{{AnchorDiv|DuplicateProfile}}
===Duplicate a Dialing Profile===

If you want to create a new dialing profile that inherits all the properties from an existing dialing profile, you can simply duplicate the existing dialing profile. To do that, select the dialing profile you want to duplicate and click the document icon from the '''Actions''' menu. The new dialing profile appears in the list of dialing profiles, with the suffix '''_duplicate1''' appended to its name.

{{AnchorDiv|DeleteProfile}}
===Delete a Dialing Profile===

To delete a dialing profile, select the dialing profile you want to delete, and click the trash can icon from the '''Actions''' menu.
|Status=No
}}{{Section
|sectionHeading=Related Topics
|anchor=RelatedTopics
|alignment=Vertical
|structuredtext=*{{Link-SomewhereInThisManual|topic=Terminology|anchor=top|display text=Campaign Structure and Terminology}}
*{{Link-SomewhereInThisManual|topic=Campaigns|anchor=top|display text=Create and Manage a Campaign Template}}
*{{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=top|display text=Create and Manage a Campaign Group}}
*{{Link-SomewhereInThisManual|topic=Lists|anchor=top|display text=Create and Manage Contacts and Contact Lists}}
|Status=No
}}
}}

@@ Line 69: / Line 69: @@
 {{!}}-
 {{!}}[[File:Agent_IVR_LIFO.png{{!}}60px{{!}}center]]
-{{!}}Predictive IVR or Progressive IVR with LIFA
+{{!}}Predictive IVR or Progressive IVR with LIFO
 {{!}}Agent / LIFO
 {{!}}-

@@ Line 31: / Line 31: @@
 !Type
 {{!}}-
-{{!}}[[File:Icon-agent.png|30px|center|]]
+{{!}}[[File:Icon-agent.png{{!}}30px{{!}}center{{!}}]]
 {{!}}Represents a profile using any automatic or manual dialing mode.
 {{!}}Agent
 {{!}}-
-{{!}}[[File:IVR-icon.png|50px|center]]
+{{!}}[[File:IVR-icon.png{{!}}50px{{!}}center]]
 {{!}}Represents a profile using either Progressive IVR or Power IVR mode.
 {{!}}IVR
 {{!}}-
-{{!}}[[File:Icon-MixedIVR_New.png|60px|center]]
+{{!}}[[File:Icon-MixedIVR_New.png{{!}}60px{{!}}center]]
 {{!}}Represents a profile using Predictive IVR mode.
 {{!}}Agent
 {{!}}-
-{{!}}[[File:IC Sms Message@2x.png|center]]
+{{!}}[[File:IC Sms Message@2x.png{{!}}center]]
 {{!}}Represents a dialing profile using an SMS channel.
 {{!}}Alert
 {{!}}-
-{{!}}[[File:IC Email@2x.png|center]]
+{{!}}[[File:IC Email@2x.png{{!}}center]]
 {{!}}Represents a dialing profile using an Email channel.
 {{!}}General
@@ Line 60: / Line 60: @@
 !Type of Dialing Profile
 {{!}}-
-{{!}}[[File:Agent_LIFO.png|30px|center|]]
+{{!}}[[File:Agent_LIFO.png{{!}}30px{{!}}center{{!}}]]
 {{!}}Predictive, Progressive (with or without Seizing) or Push or Pull Preview with LIFO.
 {{!}}Agent / LIFO
 {{!}}-
-{{!}}[[File:IVR_LIFO.png|50px|center]]
+{{!}}[[File:IVR_LIFO.png{{!}}50px{{!}}center]]
 {{!}}Power IVR with LIFO.
 {{!}}IVR / LIFO
 {{!}}-
-{{!}}[[File:Agent_IVR_LIFO.png|60px|center]]
+{{!}}[[File:Agent_IVR_LIFO.png{{!}}60px{{!}}center]]
 {{!}}Predictive IVR or Progressive IVR with LIFA
 {{!}}Agent / LIFO
@@ Line 114: / Line 114: @@
 *Name of the dialing profile
-*Agent Group (Voice channel only) - Agent groups are set up in either Genesys Administrator EXtension (GAX) or in Agent Setup.
+*Agent Group (Voice channel only) - Agent groups are set up in either Genesys Administrator Extension (GAX) or in Agent Setup.
 *Destination DN (Voice channel only) - The Voice Transfer Destination DN associated with the Campaign Group(s) created using this Dialing Profile. Destination DN identifies DN where the outbound calls are to be delivered for distribution to agents or IVR ports. The list of DNs available for selection is taken from the Agent Group Origination DNs list.
 *Caller ID Number (Voice channel only) - Specify the Caller ID number you want to use for the campaign group. You can set the global Caller ID number on the '''Settings''' page.
@@ Line 231: / Line 231: @@
 To delete a dialing profile, select the dialing profile you want to delete, and click the trash can icon from the '''Actions''' menu.
 |Status=No
 }}{{Section
@@ Line 239: / Line 236: @@
 |anchor=TimezoneSource
 |alignment=Vertical
 |structuredtext=When you create a new {{Link-SomewhereInThisManual|topic=DialingProfile|anchor=top|display text=dialing profile}}, you can specify a time zone source from the Timezone Source menu, and CX Contact will assign the time zone to a record accordingly.
@@ Line 283: / Line 278: @@
 {{!}}-
 {{!}}}
 |Status=No
 }}{{Section

@@ Line 78: / Line 78: @@
 The remainder of this article describes the following procedures:
-*{{Link-SomewhereInThisManual|topic=DialingProfile|anchor=CreateProfile|display text=Create a dialing profile}}
+*{{Link-SomewhereInThisVersion|manual=CXContact|topic=DialingProfile|anchor=CreateaProfile|display text=Create a dialing profile}}
 *{{Link-SomewhereInThisManual|topic=DialingProfile|anchor=EditProfile|display text=Edit a dialing profile}}
 *{{Link-SomewhereInThisManual|topic=DialingProfile|anchor=DuplicateProfile|display text=Duplicate a dialing profile}}
@@ Line 90: / Line 90: @@
 [[File:CXC_CreateDP_Channels.png|600px|center]]
 {{AnchorDiv|Tabs}}
@@ Line 130: / Line 128: @@
 *Labels - Choose from a contact list {{Link-SomewhereInThisManual|topic=FieldLabels|anchor=top|display text=labeling schema}} you created on the '''Labels''' page. '''Note''': A contact list can have only one labeling schema.
-*Filtering Rule - Choose a {{Link-SomewhereInThisManual|topic=ListRules|anchor=FilteringRule|display text=filtering rule}} that, when applied, defines the way contact data is sorted and ordered. Unlike upload and selection rules, you can update apply or update a filtering rule dynamically, while a campaign group is running.
+*Filtering Rule - Choose a {{Link-SomewhereInThisVersion|manual=CXContact|topic=ListRules|anchor=FilteringRules|display text=filtering rules}} that, when applied, defines the way contact data is sorted and ordered. Unlike upload and selection rules, you can update apply or update a filtering rule dynamically, while a campaign group is running.
 {{!}}-
 {{!}}'''List Reset Options'''

@@ Line 5: / Line 5: @@
 |Context=Learn how to set up a dialing profile. For general information about dialing profiles and how they fit into the overall campaign structure, refer to the {{Link-SomewhereInThisManual|topic=Terminology|anchor=top|display text=Campaign Structure and Terminology}} page.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=CX Contact

PEC-OU/Current/CXContact/DialingProfile - Revision history

WikiSysop at 12:31, June 28, 2022

WikiSysop at 10:00, May 11, 2022

Arjun.D.IX: Published

Merav.levy@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"