Set Up Manual Outbound Voice

Complete each of these tasks in the order given.

If you want to send your outbound traffic through a telcom route other than the default, contact your CXone Account Representative to set that up for you. Once they have configured your additional telcom routes, you can select the one you want to use as you create your outbound voice ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

Create a Campaign

Required permissions: Campaigns Create

If you've already created a campaignClosed 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 Manual Outbound Voice 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 Manual.
  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.

    Field Details
    Override Caller ID Enables you to enter a custom phone number in the Caller ID field. The number you enter overrides the default tenantClosed 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.
    Custom Script A Studio script that runs when agents place a call with this ACD skill. Your Studio script can control things like agent script sessions, dispositions, and custom screen pops.
    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.
    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 popsClosed 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.
    FieldDetails
    Use Custom Screen PopsSelect 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. If you want to change the default prioritization settings for this skill, modify the settings in the Priority Management While in Queue section. You can also do this later.

    The P&P division of Classics, Inc., has a contact center on the Longbourn Estate. The center handles accounting calls from employees and tenants of the estate and from merchants and tradespeople with whom the estate does business. Mr. Bennet, the center supervisor, wants to make sure that employee and tenant calls always have priority over other calls.

    When he creates the voice skills for the center, he assigns an initial priority between 101-200 to skills for employee and tenant calls. He assigns an initial priority of 001-100 to his other skills. Here's how this would impact two calls in different types of skills:

    • Call #1 comes in on the Employee skill, which has a priority of 110.
    • Call #2 comes in on the Merchants skill, which has a priority of 10.
    • When an agent becomes available, Call #1 will be delivered first since it has the higher priority.

    Mr. Bennet also wants to control how the priority changes for calls over their time in queue. To do this, he uses acceleration. With this setting, the formula becomes Overall Priority = (Time * Acceleration)+ Initial Priority. Here's how this setting impacts two calls that have been in queue for the same amounts of time:

    • Call #1 comes in on the Employee skill, which has a priority of 110. The call has been in queue for 4 minutes. It currently has a priority of 110.
    • Call #3 comes in on the Tenants skill, which also has a priority of 110. Because Mr. Bennet wants calls from tenants to be answered in the shortest time possible, he has also assigned an acceleration of 10 to the Tenants skill. The call has been in queue for 4 minutes. It currently has a priority of 150.
    • When an agent becomes available, Call #3 will be delivered first since it has the higher priority.
    Image of priority management section of the CXone skill creation page

    Field

    Details
    Initial Priority Enter a numeric value you want to set as the base level priorityClosed Skill-based designation of the importance of contacts that determines delivery order. for all contacts in an inbound skill or for fresh records and retries in an outbound skill (callbacksClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. always take priority and are not affected by this setting). The default value is 0.

    Acceleration

    Enter a numeric value to determine how quickly the priority of the skill increases. For every minute a contact stays in queue, the priority increases by the value you configure for Acceleration.

    The default value is 1. The minimum value is 0 and the maximum priority is the value configured in the Maximum Priority field.

    For example, if the Initial Priority is 4, and you set Acceleration to 1, then with each passing minute that the contact is not handled, the priority increases by one. In this example, if the contact has been in queue for three minutes, then the priority will be raised to 7.

    Priority increments in seconds. For example, when Acceleration is 1, a contact's priority increases by 0.5 after 30 seconds in queue.

    For Personal Connection skills, set this value to 0 because there is no queue of contacts.

    You can set Initial Priority for one skill lower than another skill, but if you set Acceleration for that skill higher, it can jump spots in the queue. For example, you set Initial Priority for Skill A to 1 and Acceleration to 5. You set Initial Priority for Skill B to 3 and Acceleration to 1. Initially, a contact for Skill B will be first in queue because it has a priority of 4, but after one minute, Skill A will take its place at the top because its priority will be 6.

    CXone combines the acceleration value with the time the contact has been in queue and the initial priority using the formula Overall Priority = (Time * Acceleration) + Initial Priority.

    Maximum Priority Enter a numeric value to determine the maximum priority a contact can have. If you choose not to use Acceleration, this value should match the Initial Priority. The default value is 1000.
  10. Click Create.

Assign Users to the ACD Skill

Required permissions: Skills Edit, Skills User Assignment

  1. Click the app selector and select ACD.

  2. Go to Contact Settings > ACD Skills.

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

  4. Click the Users tab.

  5. Select the checkbox for each user you want to assign to the skill. Click Add Users.

  6. Set the Proficiency for each user in this ACD skill to a number between 1 (highest) and 20 (lowest). Click Save Proficiencies.

    If you don't click Save Proficiencies before leaving the page, all users you added to the skill profile will be removed.

Create a Do Not Call (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 (DNC) 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.

Customize Manual Outbound Voice