Set Up Manual Outbound Voice

Complete each of these tasks in the order given.

Create a Campaign

Required security profile permissionsCampaigns Create

If you've already created a campaignClosed A grouping of skills used to run reports. that you plan to use for manual outbound voice, 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 SettingsCampaigns.
  3. Click Create New.
  4. Enter a value in the Campaign Name field.
  5. Click Create Campaign.

Create a Manual Outbound Voice Skill

Required security profile permissionsSkills Create

  1. Click the app selector and select ACD.

  2. Go to Contact SettingsACD Skills.

  3. Click Create New > Single Skill.

  4. Set the Media Type to Phone Call.

  5. Enter a unique Skill Name.
  6. Set Inbound/Outbound to Outbound.
  7. Set Outbound Strategy to Manual.
  8. Select a Campaign.
  9. Configure the remaining optional fields in the Skill Information section as needed.

  10. 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. If you are using a separate application or website to run the screen pops, select Use Custom Screen Pops, select either Application or Webpage, and enter the webpage or application URL.
  11. If you want to customize the prioritization settings for this skill, modify the settings in the Priority Management While in Queue section.

  12. Click Create.

Assign Users to the Skill

Required security profile permissions: Skills Edit and access to teams

  1. Click the Users tab.

  2. Select the users you want to add.
  3. Click Add Users.

Create a Do Not Call (DNC) Group

Required security profile permissions: Do Not Call List Create

You can skip this step if you already have a do not call (DNC) group you want the skill to use, or if you want the skill to use the default business unit DNC group.

  1. Click the app selector and select ACD.

  2. Go to ListsDNC.

  3. Click Create New.

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

  5. Click Save.

Assign the Skill to Do Not Call (DNC) Groups

Required security profile permissionsSkills Edit, Do Not Call Edit, and access to campaigns

You can skip this step if you want the skill to contribute to the default business unit do not call (DNC) group.

  1. Click the app selector and select ACD.

  2. Go to Contact SettingsACD Skills.

  3. Click the skill to open it.
  4. Click the Do Not Call tab.
  5. For Default Contributing DNC Group, select Select Do Not Call Group. From the drop-down, select the DNC group you want this skill to contribute to.
  6. Click Save.

Customize Manual Outbound Voice