Set Up Agentless Proactive Voice Dialing

The following instructions explain how to set up the Personal Connection (PC) agentless Contacts made without a live agent for tasks such as one-way delivery of information or messages.. dialing mode, which dials calls without an agent present. Agentless dialing ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge require you to create a script to play a message or menu or to provide some kind of experience for the contact. These instructions assume that you already have your users and teams set up.

Create a Campaign

Required permissions: Campaigns Create

If you've already created a campaign A grouping of skills used to run reports. that you plan to use, you can skip this step. For example, you may have a campaign that you intend to use across several channels.

1. Click the app selector and select ACD.
2. Go to Contact Settings > Campaigns.
3. Click Create New.
4. Enter a value in the Campaign Name field.
5. Click Create Campaign.

Create a Personal Connection ACD Skill

Required permissions: Skills Create and Skills Edit

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click Create New > Single Skill.

4. Set the Media Type to Phone Call, Inbound/Outbound to Outbound, and Outbound Strategy to Personal Connection.
5. Enter a Skill Name.
6. Select the Campaign you want the skill to be part of.

7. Configure the remaining optional fields in the Skill Information section as needed.

   Learn more about fields in this step

   Field	Details
   Deliver Numbers Serially	When PC assigns a dialing attempt to an agent, it attempts all numbers associated with a record in the order specified in the ACD skill cadence. This can help increase the odds of reaching the contact. The agent is tied to the connection attempts and is unable to take inbound contacts until the contact answers or PC attempts all numbers in the record. After PC completes a round of attempts on the record, the record rests. When numbers in the record are available for dialing again, PC delivers the record to any available agent to attempt all the record's destinations again. When this setting is enabled, it overrides the Preview Required setting in the calling list. Deliver Numbers Serially enables two other settings: Cradle to Grave Option—The agent who receives the first attempt on the record is assigned to that record until it retires. PC doesn't attempt to dial numbers in the record again unless the agent who was first delivered the record is available. For this to work correctly, you must also set the Record Request Mode setting to Next Best. You can access this setting by going to the skill's Parameters tab and opening Cadence Settings after the skill is created. Priority Interrupt—Enables blending Allows you to combine outbound calls with your inbound queue, based on call priority. with serial dialing so that when PC is attempting the numbers in a record, a high-priority Skill-based designation of the importance of contacts that determines delivery order. inbound call may interrupt the attempts. When the agent finishes handling the priority inbound call, PC resumes its attempts on the record. If you enable both Deliver Numbers Serially and Enable Priority-Based Blending and you want the experience to be interruptible, you must select Priority Interrupt. Note that doing so applies the value set in Priority Initial Priority to all records in the ACD skill.
   Agentless	Don't select for agent dialing. When this is selected, Workforce Intelligence Minimum Agents and Workforce Intelligence Minimum Available Agents are not available.
   Agentless Delivery Delay Seconds	Allows you to manually pace the delivery of outbound agentless messages. Enter the number of seconds you want the system to wait before sending the next message. This field is empty by default. The maximum delay is 60 seconds.
   Enable Priority-Based Blending	When selected, this field enables priority-based blending The ability for agents to receive interactions from all eligible CXone ACD skills, Personal Connection dialer, and Digital Experience skills assigned to them, based on the relative skill priority. Personal Connection skills work the same way they normally would, no matter the dialing ratio. Each skill you want to blend with others must be configured with priority-based blending. for the skill. This means that when an agent logs into the system and sets the state to available, they receive communications from all eligible skills. The order of contact delivery is based on the relative skill priority. If you choose to use priority-based blending, you must configure priority-based blending for all skills you want an agent to use at the same time.
   Override Caller ID	Enables you to enter a custom phone number in the Caller ID field. The number you enter overrides the default tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment caller ID number. By law, the number you display to caller IDs must reach your contact center when a contact calls the number back.
   Caller ID	The phone number contacts see when an agent calls with this ACD skill. By law, this must be a phone number where the contact can reach you.
   SMS Transport Code	Don't use this field for voice dialing. It applies to Proactive SMS ACD skills only.
   List Management Endpoint	Select Speed to Lead to have contacts moved through the CXone system quickly. This option is for a feature that's currently in a Controlled Release (CR) program. For information contact your CXone Account Representative.
   DNC Group
   Custom Script	A Studio script that runs when agents place a call with this skill. Your Studio script can control things like agent script sessions, dispositions, and custom screen pops. If you're going to enable preview dialing, you can use the OnPreview action to specify any actions you want to occur when the preview pop-up appears.
   Telecom Route Override	Enables you to select a telecom route for the outbound traffic of this skill. This field is only available if you've worked with your CXone Account Representative to set up additional telecom routes for your environment.
   Message Template	Don't use this field for voice dialing. It applies to Proactive SMS and Proactive Digital BYOC skills only.
   Workforce Intelligence Minimum Agents	The minimum number of agents that must belong to this ACD skill. This setting prevents automatic actions associated with Workforce Intelligence rules from removing too many agents from the ACD skill. When the number of agents reaches this number or lower, all skill removal actions, even automatic ones, require approval. This setting doesn't affect agentless ACD skills.
   Workforce Intelligence Minimum Available Agents	The minimum number of available agents that must be maintained for this ACD skill. This setting prevents automatic actions associated with Workforce Intelligence rules from removing too many agents from the ACD skill. When the number of available agents reaches this number or lower, all ACD skill removal actions, even automatic ones, require approval. This setting doesn't affect agentless ACD skills.

8. If you want to use screen pops A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. for this skill, select the Use Screen Pops checkbox. Modify the optional settings in the Screen Pops section if you want to customize your screen pops. This capability is only supported for CXone Agent suite. You can also do this later.
   Learn more about fields in this step

   Field	Details
   Use Custom Screen Pops	Select this checkbox if you are using a separate application or website to run the screen pops.
   Application or Webpage	Select either Application or Webpage. If you chose Application, enter either the entire path to the executable. if you chose Webpage, enter the full URL. You can customize the title of the tab that pops up in the MAX interface by appending the icAgentPanelTitle= parameter to the URL.

9. Click Create. Complete additional configurations to customize or manage your skills.

Create an Agentless Dialing Script in Studio

Required permissions: Scripts Create

1. In Studio, click File > New.
2. In the Create New Script window, select the Phone icon. Verify that the Business Unit is correct and click OK.
3. Add an ONANSWER action to the canvas.
4. Use the necessary Studio actions to configure the actions you want to occur when a call is answered. For example, you can have the script detect whether the call has been answered by a live contact or by an answering machine, play a message corresponding to that determination, and apply a disposition to the interaction. If you need help creating your script, see the Studio documentation or contact your CXone Account Representative.
5. Connect the final action of your script to a action.
6. If you configured screen pops A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. in the skill, configure the screen pop content. You may need to contact your CXone Account Representative for guidance.
7. Click File > Save.
8. In the Save Script As... window, enter a name for the script, and click Save.

Create a Do Not Call (DNC) Group

You can skip this step if you already have a do not call (DNC) group you want the ACD to use, or if you want the ACD skill to use the default business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment DNC group.

1. Click the app selector and select ACD.

2. Go to Lists > DNC.

3. Click Create New.

4. Give the group a DNC Group Name and, if you want, a Description.

5. Click Save.

Assign the ACD Skill to Do Not Call Groups

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click the ACD skill to open it.
4. Click the Do Not Call tab.
5. For Default Contributing DNC Group, select either Use Business Unit Setting or Select Do Not Call Group. From the drop-down, select the DNC group you want this ACD skill to contribute to.
6. If you are working with a Personal Connection skill, use the tables to specify all the contributing and scrubbing DNC groups you want to apply. Click Add.
7. Click Save.

Start the Skill

Required permissions: Outbound Strategy Manager Edit and access to campaigns

If you plan to create a schedule, you can skip this step. If you want to manually turn your PC ACD skill off and on, do the following steps after completing all configuration.

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want to start.

4. Click Start.

5. When you are done using the skill, click Stop.

Customization Tasks

Depending on how your organization uses PC, you might also want to:

• Set Up Personal Connection Skill Dispositions
• Create Attempt-Based Answering Machine Detection (AMD) Outcomes