Outbound Campaign Setup and Flow Configuration Guide

This guide explains how to configure and run outbound campaigns across different channels and dialing modes.

Supported Campaign Types

1. Customer Data Preparation

Before creating any outbound campaign, you must prepare the customer dataset (CX Customers) that will be used as the campaign source. Customers can be added either by importing a CSV file or by creating them one at a time.

Option A: Import Customers via CSV

1. Log in to Unified Admin.

2. Click Import Record.

3. Choose the type of records you want to import (e.g., Customers).

4. Upload your CSV file.

5. Select the Channel Identifier(s) used to search for existing records — for example, Phone Number — and choose the Action to take on matching records (e.g., Ignore).

6. Map your CSV columns to the corresponding CX Customer attributes.

⚠️ Important: CSV column headers should match the system-defined customer attributes so columns map correctly. Before completing the import, double-check the column mapping shown on screen — any required field left unmapped will cause that row to be rejected.

Option B: Create a Customer Manually

1. Log in to Unified Agent using a Supervisor role.

2. Click Customer in the menu.

3. Create a new customer and enter their details.

2. Customer Filters (Audience Segmentation)

Filters define the target audience for your campaign.

Creating a Filter

1. Log in to Unified Agent.

2. Click Customer, then click Advance Filter.

3. Select Advance Filter to create a new one.

4. Give the filter a Title.

5. Build the filter by selecting a Customer Attribute, an Operation, and a Value.

6. To add more conditions to the same filter, add additional rules and combine them using AND / OR.

Purpose

Instead of targeting all customers, filters allow you to create focused segments such as:

• Overdue customers

• Premium customers

• Region-based customers

• Newly registered customers

Dynamic Behavior

• Filters are continuously active

• Newly added customers matching filter conditions are automatically included

• Campaigns using filters always stay up to date

3. Channel Management

You can follow the below guide to setup channel which will be use to interact with the customer.

For CX Voice: CX Voice Channel Configuration Guide

For Cisco: Cisco Voice Channel Configuration Guide

General Guide: Manage Channels and Channel Categories

4. Campaign Management

All outbound campaigns are managed from the Campaign Dashboard.

Dashboard Overview

The dashboard provides a centralized view of all campaigns, where you can:

• Search campaigns by name

• View campaign status and details

• Monitor execution progress

Key Campaign Attributes

Creating a Campaign

1. Click Add New Campaign

2. Enter campaign details

3. Configure the outbound flow

4. Save and publish the campaign

Edit (Pencil Icon): Opens the settings page where you can change the Title, Description, scheduling time and access the Flow Builder.

Managing Existing Campaigns

Campaign Status Definitions

Components Required for Analytics and Reporting

5. Outbound Flow Design

Once customer data, filters, and campaign setup are complete, you can design the outbound flow. The flow defines how the campaign interacts with customers across different channels.

Supported Flow Types

• CX Voice Campaigns (Predictive, Power, Progressive Dialing)

• Cisco Campaigns (UCCX, UCCE)

• Multi-Step SMS Surveys

• Digital Channel Campaign

Upon clicking Flow Builder in the campaign panel, it will open the Node-RED flow for that campaign. Here we can design our flow based on our requirements.

5.1. CX Voice Campaign

Components Involved in CX Voice Campaign

The following components are required and must be operational for a CX Voice Campaign:

5.1.1. Control & Logic Nodes

5.1.2. Agent Management Nodes

5.1.3. Init Node

5.1.4. Channel & Decision Nodes

5.1.5. How the Nodes Connect

Standard agent-based CX Voice flow

For CX Voice campaigns, Campaign Start replaces both Start Node and Check Undelivered Contacts. Governor handles scheduling eligibility, contact availability, and dial-capacity allocation before the flow is pulsed.

Governor (campaigns backend)
   │  Checks: Published · CX Voice · within schedule · pendingContacts > 0 · dial capacity
   │  Sends: allocatedSlots, pendingContacts
   ▼
Campaign Start
   │  Syncs dial budget; sends pulse only if dialBudget > 0
   ▼
Seize Agent
   ▼
Check Seize Agent Event
   │  AGENT_RESERVED
   ▼
Init Node
   │  (pulls contacts, capped by dialing mode and slotsRemaining)
   ▼
Dial Node
   ├── Live Call Event ────────▶ Call Decision ──┬── True (Human) ───▶ Route to Agent
   │                                              └── False (Machine) ▶ End Call / follow-up message
   │
   └── (Optional) Delivery Notification ──▶ Post-Attempt Decision ──▶ Retry (loop back to Dial) or follow-up message

Reading the flow: Governor only triggers Campaign Start when the campaign is eligible and contacts remain to dial. Campaign Start assigns the dial budget (allocatedSlots / slotsRemaining) and kicks off the flow. Once an agent is reserved and confirmed, Init releases contacts sized to the dialing mode and remaining slot budget. Dial places the calls; Live Call Event filters answering machines before connecting a human to the waiting agent. Delivery Notification optionally handles post-attempt outcomes independently.

5.1.6. Dialing Modes

5.2. Non Voice Campaign (Digital Campaign)

Components Involved in Digital Campaign

The following components are required and must be operational for a Digital Channel Campaign:

5.2.1. Control & Logic Nodes

5.2.2. Init Node

5.2.3. Channel

5.2.4. How the Nodes Connect

Standard Digital Channel Campaign flow

Governor (campaign backend)
   │  Checks: Published · Digital · within schedule · pendingContacts > 0
   ▼
Campaign Start
   │  Triggers flow if campaign is eligible
   ▼
Check Undelivered Contacts
   │  Contacts remaining → continues; none remaining → flow stops
   ▼
Init Node
   │  (pulls a batch of contacts for processing)
   ▼
[Optional] Condition Node
   │  (filters contacts based on attributes before sending)
   ▼
Plain Message Node
   │  Resolves customer identifier · personalizes message · schedules delivery via Scheduler
   │
   └── (Optional) Delivery Notification ──▶ Post Attempt Decision ──▶ Retry or follow-up action

Reading the flow: Governor triggers Campaign Start when the campaign is published, within its schedule, and contacts remain. Check Undelivered Contacts gates the flow to ensure there is work to do before Init pulls a contact batch. The Plain Message node resolves each contact's channel identifier (phone number, email address, etc.), personalizes the message body using {placeholder} syntax, and dispatches the message through the Scheduler to the configured digital channel. A Delivery Notification path can optionally be wired downstream into a Post Attempt Decision node to handle outcomes such as retries or follow-up messages.

5.2.5. Supported Digital Channels

The Plain Message node supports any non-voice channel configured in CCM:

Prerequisite: The channel must be configured in CCM before it appears in the Plain Message node. If no digital channels are configured, the node editor will show an error.

In the flow, additional nodes can also be used to extend functionality.

1. Condition Node: Condition
   Used to filter contacts before dialing. It is typically placed after the Init node and before the Dialing node.

2. Post Decision Attempt Node: Post Attempt Decision
   Used to take actions based on the final call result. It branches the flow according to outcomes such as Busy, No Answer, Invalid Gateway, etc., and can be used for retries or follow-up actions.

3. Check Timezone Window: https://expertflow-docs.atlassian.net/wiki/x/MoBdgw
   Optional compliance check after Init. Enforces regional calling/messaging windows and holidays per contact timezone. Contacts outside the window are rescheduled or marked unresolved; the flow continues only for contacts that are currently allowed.