Set Up BYOC for Proactive Digital

Bring Your Own Channel(BYOC) allows you to use your existing text-based digital channels with Personal Connection for proactive digital outreach. If your organization has a digital channel that's not natively supported in CXone, you can integrate it using BYOC.

Complete each of these tasks in the order given.

Prerequisite

Before proceeding, ensure that you have developed middleware to connect your digital channel to CXone. This is required before you can set up a BYOC integration in CXone.

Add a BYOC Integration

Each BYOC acts as a new channel type, such as chat or email. This means that each BYOC can contain multiple channels of that type.

  1. Click the app selector and select ACD.
  2. Go to DFO > Bring Your Own Channel.

  3. Click Add.
  4. Enter all details for your BYOC Channel. Many of these details come from the middleware Icon indicating the link goes to an external website and should be provided by your engineering team.
  5. Click Save. This redirects you to the BYOC integrations list page.
  6. On the BYOC integrations list page, locate your new BYOC and make a note of the Integration ID. You will need it to create a channel.

Set Up Channels and Messages

  1. Go to DFO > Points of Contact Digital.

  2. Click the button for your BYOC. This opens the URL you entered in the Add action URL field when you set up your integration.

  3. If your engineering team built a user-friendly UI with the middlewareIcon indicating the link goes to an external website, you can complete a form to create a digital Closed Any channel, contact, or skill associated with Digital Experience.point of contactClosed The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. (channel). Otherwise, you can call the Channel APIicon indicating this link leads to an external site. directly. For this step, you will need the Integration ID that was generated when you created the BYOC integration.

    Any messages sent through this channel are automatically handled by the middleware using the Message APIicon indicating this link leads to an external site..

Delete Channels

To delete a channel, you can call the Digital Engagement API directly or use the Digital Experience interface. To delete a channel from Digital Experience:

  1. Go to DFO > Points of Contact Digital.

  2. Locate the channel in the Your Channels list.

  3. Click Delete. This opens the URL you entered in the Remove action URL field when you set up your integration.

Create a Digital Message Template

Required permissions: Message Templates Create

Complete these steps for each message you want to send to contacts.

  1. Click the app selector and select ACD.

  2. Go to OutboundMessage Templates.

  3. Click Create New.

  4. Set the Type to Digital and enter a Name for the message template.

  5. Enter the Message Body.
  6. If you want to add variables to the message body, type the exact name of a mapped field in the contact list and enclose it in curly brackets. For example, if your contact list has a column called FirstName and you enter {FirstName} somewhere in the Message Body, the contact's first name will appear in the message in place of the variable.
  7. Select the Direction if the language of the message reads right to left.
  8. Click Create.

Create a Digital Outbound ACD Skill

After you create an ACD skill, you can modify it if you need to enable call suppression. This is not required, but some digital providers may require it.

  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 Digital and Inbound/Outbound to Outbound.
  5. Enter a Skill Name.
  6. Set the Digital Channel to Bring Your Own Channel.
  7. Select the Digital Channel Name of the channel you're using.
  8. Select the Campaign you want the skill to be part of.
  9. Select a Message Template from the drop-down.
  10. Configure the remaining optional fields in the Skill Information section as needed.

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

Upload Calling List

You need to upload a calling list of the contacts you want to reach out to with your new channel. If you haven't created your calling list, yet, do so now.

If you're re-uploading a calling list after making critical updates, stop the associated ACD skill. Restart the ACD skill when you're done uploading calling lists.

  1. Click the app selector and select ACD.

  2. Go to ListsCalling.

  3. Click Select File.

  4. Read the compliance agreement and click Accept to continue.

  5. Enter a List Name. Select the Upload New radio button if you want to select a new list from your computer, or Select Existing if you want to modify a list you already uploaded.

    If uploading, click Choose File. If modifying, type the File Name or click Browse. Find and select the calling list you want to upload or use. Configure any optional fields as needed.

  6. Click Next.
  7. If you used the first row of your calling list to label the columns, select Use First Row as Column Names next to Header. Review the automatic mapping done by PC, map any unmapped fields, and configure time zone handling and an expiration date.
  8. If it's not already done for you, map your phone numbers and email addresses in Map Destinations. Add and remove destinations as needed.

    If you map a phone field to a specific ACD skill, it appears under the cadence options for that skill. If you don't want to include a specific phone number in the Maximum Attempts or cadence calling order, don't map those phone number to fields. Once you map the field, you can't remove it from the cadence settings.

  9.  When the file uploads, PC displays the progress and the number of records that loaded successfully and unsuccessfully. If the calling list contains invalid records, use the following steps to fix the errors.
    1. Click Download Link in the warning box that appears.

    2. Open the file to view the problems with the upload. In this example, the record in row 6 doesn't have a phone number:

    3. Fix the problem in the calling list and save it.
    4. Upload the updated file.

Start the New ACD Skill

Required permissions: Dialer 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 SettingsACD Skills.

  3. Click the skillClosed 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.