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 permissionsCampaigns 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 SettingsCampaigns.
  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

The name of a skill should be meaningful. It's helpful to be consistent when naming skills. Decide on a standard format for skill names that works for your organization.

A skill name must have a minimum of 2 characters and a maximum of 30. Skill names may only contain letters, numbers, and these special characters:

  • Hyphens (-)
  • Underscores (_)
  • Periods (.)
  • Colons (:)
  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, 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.

  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.
  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.

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

Assign Users to the ACD Skill

Required permissionsSkills Edit, Skills User Assignment

  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 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 ListsDNC.

  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 SettingsACD 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