# Outbound — Campaign Configuration

| Topic | Detail |
|---|---|
| Navigation | `Admin → Outbound → Campaign Management` |
| Purpose | Create and configure outbound campaigns — defines who to call, how to dial, and what rules to apply |
| Campaign Types | Voice Campaigns, Digital Campaigns (SMS, Email, WhatsApp) |

> ✅ **Verified against Genesys Cloud Resource Center — March 2026**

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## Campaign Editor Overview

The Campaign Editor is a step-by-step configuration wizard. The first decision is always the **Dialing Mode** — this determines which other settings are available.

### Campaign Editor Required Resources

Before creating a campaign, ensure the following exist:

| Resource | Why It's Needed |
|---|---|
| Contact List | The list of contacts to dial |
| ACD Queue | Where answered calls route to (agent-assisted modes) |
| DNC List (optional) | Numbers to exclude |
| Callable Time Set (optional) | Allowed dialing hours |
| Call Analysis Response Table | What to do with live answer / machine / busy / no answer |
| Agent Script (optional) | Screen pop for agents when they receive the call |
| Rule Set (optional) | Logic-based conditions applied pre-call or at wrap-up |

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## Creating a Campaign

1. Navigate to `Admin → Outbound → Campaign Management`
2. Click the **Voice Campaigns** tab (or Digital Campaigns for SMS/Email)
3. Click **Create Campaign**
4. Select **Dialing Mode** — this is the first and most important decision
5. Complete all required fields per the mode
6. Click **Save**

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## Core Campaign Settings

### General

| Field | Description |
|---|---|
| Campaign Name | Unique name for the campaign |
| Division | Controls which admin teams can manage this campaign |
| Dialing Mode | Preview, Progressive, Power, Predictive, Agentless, External |
| Priority | 1 (lowest) to 5 (highest) — affects line distribution when sharing a queue |

### Contact List & Filtering

| Field | Description |
|---|---|
| Contact List | The source list of contacts to dial |
| Contact List Filter | Optional — dial only a subset of the contact list |
| Contact Sort | Define sort order before dialing begins (up to 4 sort columns) |
| Dynamic Queueing | Re-sort contacts at attempt time — uses most current data |

### Queue & Routing

| Field | Description |
|---|---|
| ACD Queue | Queue where answered calls are delivered to agents |
| Script | Script that pops on agent desktop when call connects |
| Caller ID | The number displayed to the contact being called |
| Skills-Based Routing | Optional — match agents based on ACD skills during campaign |

### DNC & Compliance

| Field | Description |
|---|---|
| DNC Lists | One or more lists — all are checked before every dial attempt |
| Callable Time Set | Enforces calling hours by time zone |
| Attempt Controls | Limits re-dial attempts per contact or phone number |
| Compliance Abandon Rate | Monitor and alert on FTC/OFCOM abandon thresholds |

### Call Analysis Response Table

Defines system behavior based on call detection result:

| Detection | Example Action |
|---|---|
| Live Person | Connect to queue → Agent |
| Answering Machine | Disconnect, play message, or leave voicemail |
| Busy | Schedule retry via attempt control |
| No Answer | Schedule retry via attempt control |
| Invalid Number | Mark as uncallable |

### Outbound Lines Distribution

Controls how campaign lines are shared when multiple campaigns run on the same Edge group or Site:

| Option | Description |
|---|---|
| Weight | Proportional share — default weight is 10 per campaign |
| Reserved Lines | Campaign reserves a fixed number of lines (used for Agentless) |
| Equal Distribution | All campaigns share lines equally |

> 💡 Line weight is relative: Campaign A (weight 50) + Campaign B (weight 25) = Campaign A gets 67% of available lines, Campaign B gets 33%.

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## Campaign Scheduling

Each campaign can have one schedule with up to 500 intervals:

1. Navigate to campaign → **Schedule** tab
2. Define **Start Time** and **Stop Time** per interval
3. Assign a **Callable Time Set** for time zone compliance
4. Save

> Campaigns can also be organized into **Campaign Sequences** — chained campaigns that run one after another, started and stopped as a group.

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## Wrap-Up Code Mappings

Wrap-up codes used by agents can be mapped to campaign actions — defining what happens to the contact after the call ends:

| Wrap-Up Code | Campaign Action |
|---|---|
| Resolved | Stop all future contact attempts |
| Callback Requested | Schedule a callback |
| Wrong Number | Mark phone number as uncallable |
| Do Not Call | Add to DNC list |
| Follow Up | Schedule retry with custom recall time |

Wrap-up code mappings are configured at `Admin → Outbound → Wrap-Up Code Mappings`.

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## Rule Sets

Rule sets define logic-based conditions that trigger actions before or after a call:

| Rule Type | Timing | Example |
|---|---|---|
| Pre-call Rule | Before dialing | Skip contact if account balance < $0 via Data Action lookup |
| Wrap-Up Rule | After call ends | Schedule callback if wrap-up = "Call Back Later" |

| Limit | Detail |
|---|---|
| Max data action conditions per rule set | 2 |
| Max data actions per rule set | 10 |
| API call rate from rules | 5 per second (pre-call and wrap-up) |

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## Digital Campaigns

In addition to voice, Genesys Cloud supports outbound digital campaigns:

| Channel | Use Case | Notes |
|---|---|---|
| Email | Marketing, notifications, billing | Requires verified email domain |
| SMS | Alerts, reminders, surveys | 160 characters per segment; requires SMS inventory number |
| WhatsApp | High-volume notifications | Pre-approved Message Templates required; up to 18,000 msg/min |

Digital campaigns use the same Campaign Editor but with channel-specific settings instead of call analysis.

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## Campaign Monitoring (Real-Time)

| View | Location |
|---|---|
| Outbound Campaigns Dashboard | `Performance → Outbound Campaigns` |
| Campaign Details View | Select a campaign — shows stats, interactions, callbacks |
| Diagnostics Window | **March 2026 feature** — real-time diagnostics for voice campaign health (queues, agents, contact rates) |
| Refresh Rate | Interaction data refreshes every **10 seconds** |
| Historical Interactions | View interactions for current day, last 7 days, or last 30 days |

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## Interview Cheat Sheet

| Question | Answer |
|---|---|
| Where are campaigns created? | `Admin → Outbound → Campaign Management` |
| What is the first decision in the Campaign Editor? | Dialing Mode |
| What does Campaign Priority control? | Proportional line distribution when multiple campaigns share the same queue |
| What is a Callable Time Set? | Defines allowed dialing hours by time zone — enforces compliance |
| What does a Call Analysis Response Table define? | System actions based on call detection result (live person, machine, busy, no answer) |
| What is the default outbound line weight per campaign? | 10 |
| How does wrap-up code mapping work? | Maps agent wrap-up codes to campaign outcomes (stop calling, add to DNC, schedule callback, etc.) |
| Can multiple DNC lists be assigned to one campaign? | Yes |
| How often does campaign interaction data refresh? | Every 10 seconds |
| What is new in March 2026 for campaign monitoring? | A dedicated diagnostics window with real-time campaign health data |