Make Outbound Campaign Calls

An agent, when not handling an active contact, can initiate an outbound preview campaign call by clicking the Campaign Contact icon on the Agent Desktop interface. Campaign Management synchronizes the agent state and team information for the enterprise in real-time. Based on the preview campaigns that are currently active for the agent's team (in case of multiple active campaigns at the same time), Campaign Management dynamically retrieves a contact that the agent can dial out to. The contact details are displayed to the agent. The agent can then make the outbound preview campaign call.

A call guide is available for the agent to walk the customer through a sequence of campaign-specific questions and answers. The agent wraps up the call based on the call outcome.

For more information about making outbound campaign calls, see the Make an Outbound Campaign Call section in the Manage Voice Contacts chapter in the Webex Contact Center Agent Desktop User Guide.