Outbound Flow Configuration

Outbound Campaign 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, and access the Flow Builder.

Managing Existing Campaigns

Campaign Status Definitions

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 campaign panel, it will open node-red flow for that campaign. Here we can design our flow base on our requirement.

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:

Components Required for Analytics and Reporting

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

For a standard agent-based CX Voice flow, the nodes are wired together as follows:

Start Node
   │  (pulse, only if within configured time/day/date window)
   ▼
Check Undelivered Contacts
   │  True — contacts remain
   ▼
Seize Agent
   ▼
Check Seize Agent Event
   │  AGENT_RESERVED
   ▼
Init Node
   │  (pulls in contacts, sized by dialing mode)
   ▼
Dial Node
   ├── Live Call Event ────────▶ Call Decision ──┬── True (Human) ───▶ Route to Agent
   │                                              └── False (Machine) ▶ End Call / follow-up message
   │
   └── (Optional) Delivery Notiication ──▶ Post-Attempt Decision ──▶ Retry (loop back to Dial) or follow-up message

Reading the flow: the Start Node's pulse only makes it past Check Undelivered Contacts if there's someone left to call. Once an agent is reserved and confirmed, the Init Node releases a batch of contacts sized to match your dialing mode, and the Dial Node places the calls. From there, the flow splits in two directions at once — the Live Call Event path filters out answering machines before connecting a real person to the waiting agent, while optionally the Delivery Notification path independently handles what to do once each call attempt is finished (retry, follow-up, or drop).

5.1.6. Dialing Modes

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.