Configuration · guide

Setting up outbound campaigns in Webex Contact Center

Webex Contact Center

Verified 2026-09-30 · 72 sources · tier 1–3 · 1 superseded

For Webex Contact Center administrators or partner engineers setting up native outbound campaigns..

Webex Contact Center supports native voice outbound campaigns cross-launched from Control Hub across preview, progressive, and predictive modes 31. Creating a campaign requires configuring licensing, queues, flows, field mappings, compliance lists, and dialer strategies before dialing contacts 32 8.

Before you start

Webex Contact Center supports three campaign manager options: the native Webex Contact Center Campaign Manager, an OEM Campaign Manager, and bring-your-own campaign managers using Dialer APIs 69. This procedure uses the native Webex Campaign Management tool 31. Across its voice modes, the platform supports preview, progressive, predictive, IVR progressive, and IVR predictive campaigns 18.

Ensure you have:

Purchased the premium agent license and the Campaign Manager SKU 22.
Access to Control Hub with an administrator account provisioned for Contact Center management 55.
Telephony connectivity established through Webex Calling PSTN services 72.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

Which dialing mode will this campaign use?

Which do-not-call and calling-hours rules govern these calls?

Two questions. One permanent page you can send to your manager.

Step 1 Confirm licensing and administrator access

Do

Confirm that the tenant has purchased the premium agent license and the Campaign Manager SKU 22. Ensure administrators who build campaigns have the appropriate Control Hub Contact Center admin role and license 55. Cross-launch Webex Campaign Management directly from Control Hub 31.

Verify

Verify that the administrator user is provisioned just in time into a ManageCampaigns role (with or without PII visibility based on tenant data policy) upon logging into Campaign Management 55.

Rollback

Suggested rollback: Adjust the user role or license assignment in the administrative console to trigger a role re-synchronization.

Step 2 Create outbound wrap-up codes and global variables in Control Hub

Do

In Control Hub, create the required outbound wrap-up codes representing business outcomes 32. Configure global variables of type String to store customer data imported from the campaign manager, ensuring no more than 28 global variables are configured 21. Set these variables to Agent Viewable so they display on the desktop, and do not make variables reportable if they carry PII 21.

Verify

Suggested check: Confirm that all created wrap-up codes appear in the administrative console and are available for selection.

Rollback

Suggested rollback: Delete the newly created wrap-up codes and global variables if they are not referenced by existing routing assets.

Step 3 Create the outdial campaign queue

Do

In Control Hub, configure an outdial queue with the Outbound Campaign Enabled toggle set to on 36. Set the queue routing type to Longest Available Agent 36. Assign campaign agent teams through a single call distribution group, keeping the total assignment to at most 500 agents per queue 52. Set the maximum time in queue to 3600 seconds 51. If agents handle both inbound and outbound interactions, optionally configure Queue Ranking if campaign queues need to rank above inbound queues 5.

Verify

Confirm that the queue settings reflect Outbound Campaign Enabled, routing type Longest Available Agent, a maximum queue time of 3600 seconds, and a single distribution group 36 52 51.

Rollback

Suggested rollback: Disable the outbound campaign toggle or remove the queue if no entry point references it.

Step 4 Build the campaign flow and outdial entry point

US telemarketing to consumers + Preview

Do

In Flow Designer, create a flow variable named campaignId with the desktop label Campaign Name 19. Configure the PreDial event to manage caller ID customization, and add the OutboundCampaignCallResult event to handle call progress analysis (CPA) results 20. In the PreDial event, use SetCallerID if overriding record-level and campaign-level calling line identity is required 9. On the OutboundCampaignCallResult event, configure call-control activities such as DisconnectContact based on CPA results like AMD 11. Create an outdial entry point in Control Hub, assign it the outdial queue, and associate it with this flow 35.

Verify

Confirm that the flow publishes successfully with the PreDial and OutboundCampaignCallResult events and that the outdial entry point displays the assigned queue and flow 20 35.

Rollback

Suggested rollback: Detach the flow from the entry point or revert the entry point to a previous flow version.

Other jurisdictions or non-telemarketing calls + Preview

Do

In Flow Designer, create a flow variable named campaignId with desktop label Campaign Name 19. Add the PreDial event for ANI customization and the OutboundCampaignCallResult event for CPA outcomes 20. Add call-control activities such as PlayMusic or DisconnectContact to OutboundCampaignCallResult branches as needed 11. In Control Hub, create an outdial entry point, map it to the outdial queue, and link the flow 35.

Verify

Verify that the flow publishes cleanly with PreDial and OutboundCampaignCallResult configured, and that the outdial entry point associates with the flow 20 35.

Rollback

Suggested rollback: Detach the flow from the entry point or revert the flow configuration.

US telemarketing to consumers + Progressive

Do

In Flow Designer, create a flow variable named campaignId with desktop label Campaign Name 19. Add the PreDial event for ANI overrides and the OutboundCampaignCallResult event for CPA results 20 9. On the OutboundCampaignCallResult event, attach call-control activities such as PlayMusic or DisconnectContact to handle AMD and ABANDONED outcomes 11. Configure the ABANDONED branch with an automated identification and opt-out message mechanism 62 11. In Control Hub, create the outdial entry point and assign both the queue and flow 35.

Verify

Suggested check: Trigger a test interaction that forces an abandon event and confirm that the opt-out announcement executes as expected.

Rollback

Suggested rollback: Revert the entry point association or deploy a previous flow version.

Other jurisdictions or non-telemarketing calls + Progressive

Do

In Flow Designer, define the campaignId variable labeled Campaign Name 19. Add the PreDial and OutboundCampaignCallResult events 20. Add call-control activities such as PlayMusic and DisconnectContact to the OutboundCampaignCallResult event based on CPA events including AMD, ABANDONED, and LIVE_VOICE 11. Create the outdial entry point in Control Hub, mapping the queue and flow 35.

Verify

Verify that the flow publishes without validation errors and the outdial entry point associates with the queue and flow 35.

Rollback

Suggested rollback: Detach the flow or revert to an earlier published flow iteration.

US telemarketing to consumers + Predictive

Do

In Flow Designer, create the campaignId flow variable with desktop label Campaign Name 19. Add the PreDial event and the OutboundCampaignCallResult event 20. Because predictive dialing dynamically adjusts line counts and may produce abandoned calls, configure the ABANDONED branch of OutboundCampaignCallResult with prerecorded identification and an automated opt-out mechanism 44 11 62. Create an outdial entry point in Control Hub and assign the queue and flow 35.

Verify

Suggested check: Execute a test scenario forcing an abandoned call state and confirm the flow navigates through the ABANDONED branch handling.

Rollback

Suggested rollback: Detach the flow from the entry point or revert to an earlier flow version.

Other jurisdictions or non-telemarketing calls + Predictive

Do

In Flow Designer, configure the campaignId variable with label Campaign Name 19. Configure the PreDial event for ANI control and OutboundCampaignCallResult for handling results including AMD, ABANDONED, and LIVE_VOICE with activities like PlayMusic or DisconnectContact 20 11. Create an outdial entry point in Control Hub and map the queue and flow 35.

Verify

Confirm that the flow publishes and that the outdial entry point displays the corresponding queue and flow 20 35.

Rollback

Suggested rollback: Detach the flow or restore a prior flow version.

Step 5 Create DNC lists in Campaign Management

US telemarketing to consumers

Do

In Webex Campaign Management, navigate to Compliance > DNC lists 15. Create a company-specific do-not-call list to honor entity-level requests for 5 years 65. Create a second list for national registry records, refreshing it via bulk upload using Override so that national registry data remains no more than 31 days old 15 66. Ensure each list contains up to 1 million records 14.

Verify

Search each list for a known test number to verify the upload succeeded 15. Suggested check: Log the national registry data acquisition date in tracking documentation.

Rollback

Remove individual phone numbers manually or perform a bulk delete with a .txt file, noting that a DNC list cannot be deleted while assigned to a Running, Paused, or Ended campaign 16.

Other jurisdictions or non-telemarketing calls

Do

In Webex Campaign Management, navigate to Compliance > DNC lists 15. Create internal opt-out lists, adding numbers individually or via bulk .txt file upload using Append or Override 15. Ensure each list holds up to 1 million records 14.

Verify

Search the list interface for a known record to confirm data presence 15.

Rollback

Remove entries individually or via a bulk delete file, noting that lists cannot be deleted if referenced by a Running, Paused, or Ended campaign 16.

Step 6 Create a suppression rule set

US telemarketing to consumers

Do

In Webex Campaign Management, navigate to Compliance > Suppression rule sets and create a rule set 60. Configure a contact attempt timing window rule restricting attempts to between 8 a.m. and 9 p.m. local time at the called party's location 64 60. Add contact attempt frequency or telephone conversation frequency rules as required 60.

Verify

Suggested check: Confirm that the suppression rule set appears in the rule set index and displays the configured timing window.

Rollback

Suggested rollback: Delete the suppression rule set before associating it with a campaign, or remove it while the campaign is paused.

Other jurisdictions or non-telemarketing calls

Do

Navigate to Compliance > Suppression rule sets and configure optional rules for contact attempt timing windows, contact attempt frequencies, or telephone conversation frequencies, or skip rule set creation if unneeded 60.

Verify

Suggested check: Verify the configured rule parameters appear in the suppression rule set list.

Rollback

Suggested rollback: Remove or unassign the rule set as needed.

Step 7 Create the field mapping and prepare the contact file

Do

In Webex Campaign Management, create a field mapping linking file headers to contact modes, selecting a fixed country and one of 4 phone formats 28. Configure timezone derivation from telephone area code or postal code, selecting the method in field mapping 71. Prepare the contact list as a .txt or .csv file 25. Ensure the file name uses at most 100 letters, numbers, and underscores, headers do not exceed 200, record length is within 8,000 characters, and file size does not exceed 250 MB for direct upload or 1 GB for SFTP 26. Strip all spaces, hyphens, and non-numeric characters from phone numbers, and remove duplicate entries manually prior to upload 28 33.

Verify

Suggested check: Verify that imported records display zero Invalid entries, as any record containing an invalid contact mode causes the entire record to be flagged Invalid 33.

Rollback

Suggested rollback: Modify or recreate the field mapping before uploading contact lists; field mappings cannot be modified once lists are uploaded 27.

Step 8 Create the campaign group and configure the dialer

US telemarketing to consumers + Preview

Do

Create a campaign group wrapper 7. In the group, create a campaign and navigate to the dialer configuration node 8. Select the outdial entry point, specify the outdial ANI, and select either Standard Preview (with CPA) or Direct Preview (direct agent connection without CPA) 13 48. Set the preview offer timeout up to 7,200 seconds, designate the timeout action, and optionally disable agent Skip or Remove controls 47. If selecting Standard Preview with AMD, enable the terminating tone detection toggle and configure CPA timing parameters 3 10.

Verify

Verify that the dialer configuration node saves successfully with the chosen preview mode and timeout values 8.

Rollback

Suggested rollback: Adjust dialer parameters while the campaign is paused, noting that the dialing mode cannot be changed once created 37 38.

Other jurisdictions or non-telemarketing calls + Preview

Do

Create a campaign group wrapper, then create a campaign 7 8. In dialer configuration, select the outdial entry point, the outdial ANI, and either Standard Preview or Direct Preview 13 48. Configure the preview offer timeout (up to 7,200 seconds), timeout expiration actions, and Skip or Remove controls 47. For Standard Preview with AMD, enable terminating tone detection and set CPA parameters 3 10.

Verify

Confirm that the dialer node saves and displays the configured preview parameters 8.

Rollback

Suggested rollback: Modify timeout and CPA parameters while the campaign is paused 37.

US telemarketing to consumers + Progressive

Do

Create a campaign group wrapper and start a new campaign 7 8. In the dialer configuration node, select the outdial entry point, configure the outdial ANI, and select Progressive mode 13. Set the dial rate to 1 line per agent, and configure the no-answer ring limit between 16 and 80 rings 50. Enable AMD along with terminating tone detection, and configure the CPA timer ranges 3 10.

Verify

Verify that the dialer configuration node saves with Progressive mode, dial rate 1, and the selected ring limit 50.

Rollback

Suggested rollback: Pause the campaign to adjust dial rate, ring limit, or CPA settings 37.

Other jurisdictions or non-telemarketing calls + Progressive

Do

Create the campaign group wrapper and initiate a campaign 7 8. In dialer configuration, map the outdial entry point, set the outdial ANI, and select Progressive mode 13. Configure the dial rate (1 to 10) and no-answer ring limit (16 to 80 rings) 50. Optionally enable AMD and terminating tone detection with CPA timers 3 10.

Verify

Confirm that the dialer configuration saves with the assigned parameters 8.

Rollback

Suggested rollback: Update dialer parameters while the campaign is paused 37.

US telemarketing to consumers + Predictive

Do

Create a campaign group wrapper and launch the campaign builder 7 8. In dialer configuration, select the outdial entry point, outdial ANI, and Predictive mode 13. Set the abandon rate percentage to 3 or lower 43 61. Configure maximum dialing rate (1 to 10), predictive correction pace (10 to 5,000), predictive gain (0.1 to 3.0), reservation percentage (0 to 100), and ring limit (16 to 80) 43 50. Enable AMD and terminating tone detection 3 10. Ensure agents assigned to predictive campaigns do not use Auto Answer 42.

Verify

Verify that the predictive dialer configuration saves with an abandon rate target percentage within the 1.0 to 100 range 43.

Rollback

Suggested rollback: Pause the campaign to adjust predictive pace, gain, abandon rate, or ring limit settings 37.

Other jurisdictions or non-telemarketing calls + Predictive

Do

Create a campaign group and begin campaign creation 7 8. Under dialer configuration, select the outdial entry point, outdial ANI, and Predictive mode 13. Set the target abandon rate percentage (1.0 to 100), maximum dialing rate (1 to 10), correction pace, gain, reservation percentage, and ring limit 43 50. Configure AMD, terminating tone detection, and CPA timers 3 10. Ensure Auto Answer is disabled for participating agents 42.

Verify

Confirm that the dialer node saves successfully with the predictive values 8.

Rollback

Suggested rollback: Pause the campaign to modify predictive tuning parameters 37.

Step 9 Configure the contact list source and selection filters

Do

In the contact list source node, select the field mapping and choose the source type: manual upload, SFTP, or API 25 8. Set the automatic list expiry in days, optionally choosing to ignore non-business days and exclusion dates 24. If using SFTP, note that file processing occurs in the server timezone rather than the campaign timezone 59. If non-default record ordering is needed, configure contact selection filters using named conditions joined by AND/OR operators; otherwise, records process in first-in first-out order 58.

Verify

Confirm that the configured contact count displays in the list source node interface 58.

Rollback

Suggested rollback: Pause the campaign to edit automatic expiry settings, noting that the contact list source type cannot be modified once set 37 38.

Step 10 Set the daily schedule and exclusion dates

Do

In the daily schedule node, set the campaign timezone, eligible weekdays, and either a single daily window or up to 3 non-overlapping windows per day 12. Define the campaign start date and an optional end date 12. In the schedule exclusion dates node, define holiday dates 8 17. Note that organization-level exclusion dates do not apply automatically to running or drafted campaigns, and exclusion days calculate in the server timezone 17.

Verify

Verify that the campaign schedule shows the configured days and time windows 12. Note that an active campaign transitions to Pending on exclusion dates 17.

Rollback

Suggested rollback: Modify schedule windows while the campaign is paused, noting that configured business days cannot be modified while paused 37 38.

Step 11 Configure the contact attempts strategy and safe calling window

US telemarketing to consumers

Do

In the contact attempts strategy node, order the contact modes by priority and define maximum attempt limits across a chosen interval (such as list expiry, 1 day, 24 hours, or 7, 15, or 30 consecutive days) 30. Select the telephony outcome set and wrap-up code set to govern retries 34. Set the safe calling window within contact local time, ensuring it does not begin before 8 a.m. or extend past 9 p.m. 64 56. The safe calling window calculates start time from the lowest UTC offset across a contact's numbers and end time from the highest offset, dialing only when all associated numbers fall within safe windows 56 57.

Verify

Suggested check: Verify that contact records with numbers in varying timezones only become eligible for dialing when all associated numbers are within their permitted local window.

Rollback

Suggested rollback: Edit attempt counts, outcome mappings, or safe calling window boundaries while the campaign is paused 37.

Other jurisdictions or non-telemarketing calls

Do

In the contact attempts strategy node, prioritize contact modes, define attempt ceilings over the selected evaluation period, and map the telephony outcome set and wrap-up code set 30 34. Set the safe calling window in contact local time to match your operational requirements 56.

Verify

Suggested check: Confirm that the retry strategy and local time window limits save and display properly on the node.

Rollback

Suggested rollback: Adjust attempt numbers, outcome sets, and safe calling window values while paused 37.

Step 12 Save the campaign with its DNC lists

Do

In the campaign details view, enter a campaign name of at most 64 letters, numbers, and underscores with no spaces 6. Enter the P&L and purpose 6. Select up to 3 DNC lists, associate the suppression rule set, and save the campaign 6 29 60.

Verify

Verify that the new campaign appears in the campaign management overview list and can be filtered by its status 6.

Rollback

Suggested rollback: Additional DNC lists can be attached while the campaign is paused, up to the permitted list limit 37 29.

Step 13 Test with a controlled contact list

Preview

Do

Upload a test contact list containing numbers you control and include numbers present on an active DNC list 15 25. Ensure a test agent is assigned to the campaign queue's team and signs in to the Agent Desktop 52. Set the agent state to Available 45. In the campaign contact dialog, accept a contact to start the dial-out or skip to the next contact 45.

Verify

Confirm that accepting the contact initiates the outbound call, displays campaign details on the desktop, and makes wrap-up codes available upon call completion 45 34. Verify that the number placed on the DNC list is never offered to the agent 45 15.

Rollback

Suggested rollback: Pause the campaign to stop offering test preview contacts to the agent 37.

Progressive

Do

Upload a test contact list with controlled numbers and numbers present on a configured DNC list 15 25. Place a test agent in the queue's team, sign in to Agent Desktop, and transition to Available 52 49.

Verify

Confirm that the agent receives a reservation call displaying the campaign ID in the incoming popover 53. Verify that when live voice answers, the agent hears a zip tone and receives customer data on the desktop 53. Verify that the DNC-listed number is not dialed 15.

Rollback

The agent leaves a reservation by switching state to Idle and dropping the call 53. Pause the campaign in Webex Campaign Management 37.

Predictive

Do

Upload a controlled test list containing controlled numbers and DNC numbers 15 25. Assign a test agent to the queue team, log in to Agent Desktop, and set the state to Available 52 49. Answer the reservation call manually, ensuring Auto Answer is not active 42 53.

Verify

Verify that the reservation call presents the campaign ID in the incoming popover, plays a zip tone upon live-voice answer, and populates customer data 53. Confirm campaign metrics populate in Webex Contact Center Analyzer reports 4.

Rollback

The agent exits reservation by setting state to Idle and ending the call leg 53. Pause the campaign 37.

Step 14 Go live, and pause to adjust

Do

Upload production contact lists using the configured field mapping and source type 25. If adjustments become necessary during operation, pause the campaign to edit the outdial entry point, outbound caller ID, dialer parameters, CPA thresholds, schedules, contact attempts strategies, suppression rule sets, or to add DNC lists 37. Note that the dialing mode, contact list source type, field mapping, and business days remain locked and cannot be edited while paused 38.

Verify

Verify campaign performance and disposition statistics by reviewing campaign reports in Webex Contact Center Analyzer 4.

Rollback

Suggested rollback: Pause the campaign to halt dialing activities 37. Modifying locked attributes such as dialing mode or field mapping requires creating a new campaign 38.

Applicability

Applies to: Cisco Webex Contact Center, Cisco Webex Campaign Management for Webex Contact Center, and Cisco Webex Contact Center with Webex Calling. Deployments: multi-tenant. Sources checked 2026-09-30. Since 31 March 2026, the native manager can infer a contact's timezone from telephone area code or postal code for Canada, Mexico, Australia, Brazil, and Indonesia 71.

US telemarketing rules prohibit abandoning more than 3% of live-answered calls, require an identification and opt-out message within 2 seconds of greeting when no representative is available, restrict solicitations to between 8 a.m. and 9 p.m. local time, require national registry data obtained no more than 31 days prior, and require company-specific requests to be honored for 5 years 61 62 64 66 65.

What remains uncertain

WarmTransfer's reading of the sources is that licensing prerequisites require planning for both a premium agent license and the Campaign Manager SKU until Cisco clarifies whether a standard Contact Center license alone is sufficient 22 32.

Whether the dialer can deliver the identification and opt-out message on an abandoned call within 2 seconds of call answer is not covered by the sources below.

Whether Cisco's predictive dialer abandon rate calculation formula matches the calculation required under US rules is not covered by the sources below.

The maximum number of flow variables allowed in the desktop popover is not covered by the sources below.

Default CPA parameter values across silence duration, speech length, and analysis timers are not covered by the sources below.

How the dialer handles contact records for which a local timezone cannot be derived is not covered by the sources below.

Sources

1
The only documented hook for treating dialer-abandoned calls in Webex Contact Center is the ABANDONED result on the OutboundCampaignCallResult flow event, so a US-mandated identification and opt-out message would have to be built there; Cisco does not document whether it can start within two seconds.inferred
Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - flow configuration - events; compare 47 CFR 64.1200(a)(7)(i) · Checked 2026-09-30
2
For US telemarketing, a predictive campaign's abandon rate setting should be at or below 3; the documented setting is a pacing target the dialer aims to hold, not a guaranteed ceiling, so actual abandonment must still be measured and recorded per 30-day campaign period.inferred
Voice Outbound Campaigns · Dialing modes - Predictive; compare 47 CFR 64.1200(a)(7) · Checked 2026-09-30
3
When Answering Machine Detection is enabled for a campaign, the Terminating Tone Detection toggle is also enabled.
Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - campaign group settings (CPA and AMD) · Checked 2026-09-30
4
Campaign reports are available in Webex Contact Center Analyzer regardless of which campaign manager vendor is used.
Configure Voice Outbound Campaign Modes in Webex Contact Center · Post-configuration tasks - reporting · Checked 2026-09-30
5
By default campaign reservations take lower priority than inbound calls for blended agents; the Queue Ranking feature can reverse this by ranking campaign queues above inbound queues.
Configure Voice Outbound Campaign Modes in Webex Contact Center · Post-configuration tasks - agent blending · Checked 2026-09-30
6
The final campaign details are a campaign name of at most 64 letters, numbers and underscores with no spaces, a P&L, a purpose and the DNC lists to apply.
Create campaign · Create campaign - step 8 campaign details · Checked 2026-09-30
7
A campaign group must be created before a campaign can be deployed; it is the wrapper within which campaigns are created.
Campaign management · Campaign management - key concept · Checked 2026-09-30
8
Creating a native campaign means configuring and saving, in order, the dialer configuration, contact list source, daily schedule, schedule exclusion dates, contact attempts strategy and suppression rule set nodes, then saving the campaign.
Create campaign · Create campaign - numbered steps · Checked 2026-09-30
9
Caller ID precedence for campaign calls is, from highest to lowest: SetCallerID in the PreDial event, the CLID on the individual record, then the CLID on the campaign.
Configure Voice Outbound Campaign Modes in Webex Contact Center · Post-configuration tasks - Calling Line Identifier precedence · Checked 2026-09-30
10
The CPA parameters are an AMD toggle, terminating tone detection, minimum silence duration (100-1,000 ms), call analysis period (1,000-10,000 ms), minimum valid speech (50-500 ms), maximum time analysis (1,000-10,000 ms) and maximum terminating tone analysis (1,000-60,000 ms).
Dialer configuration · Dialer configuration - CPA parameters · Checked 2026-09-30
11
Call control activities such as PlayMusic and DisconnectContact can be added to the OutboundCampaignCallResult event according to CPA results such as AMD, ABANDONED and LIVE_VOICE.
Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - flow configuration - events · Checked 2026-09-30
12
A campaign's daily schedule sets a timezone, eligible weekdays and either one daily window (basic) or up to three non-overlapping slots per day (advanced), plus a start date and, by default, no end date.
Daily schedule · Daily schedule - timezone; basic and advanced schedule; campaign duration · Checked 2026-09-30
13
The native dialer configuration node takes the Control Hub channel (the outdial entry point), the outdial ANI (caller ID), and the dialing mode.
Dialer configuration · Dialer configuration - core settings · Checked 2026-09-30
14
A native DNC list can contain up to 1 million records.
DNC lists · DNC lists - constraints · Checked 2026-09-30
15
DNC lists are created under Compliance > DNC lists; numbers are added singly or in bulk from a .txt file, and a bulk upload either appends to the list or overrides it.
DNC lists · DNC lists - create; add phone numbers · Checked 2026-09-30
16
A DNC list cannot be deleted while it is used by a campaign whose status is Running, Paused or Ended.
DNC lists · DNC lists - deletion restrictions · Checked 2026-09-30
17
Exclusion days can be set per campaign or for the whole organization; they are not applied automatically to running or drafted campaigns, they move an active campaign to Pending until they end, and they are calculated in the server timezone.
Schedule exclusion days · Schedule exclusion days - scope; effect on dialing · Checked 2026-09-30
18
Webex Contact Center supports five voice outbound campaign modes: preview, progressive, predictive, IVR progressive and IVR predictive.
Configure Voice Outbound Campaign Modes in Webex Contact Center · Types of Outbound Campaign Modes · Checked 2026-09-30
19
The campaign flow must define a flow variable named campaignId (case sensitive) with the desktop label Campaign Name.
Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - flow configuration · Checked 2026-09-30
20
The campaign flow is configured with a PreDial event for ANI customization and an OutboundCampaignCallResult event for Call Progress Analysis results.
Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - flow configuration - events · Checked 2026-09-30
21
Customer data imported from the campaign manager is carried in String-type global variables set Agent Viewable to show on the desktop, not made reportable when they contain PII, with a maximum of 28 global variables.
Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - global variables · Checked 2026-09-30
22
Cisco states that outbound campaigns in Webex Contact Center can be configured and used only if the enterprise has purchased the premium agent license and the Campaign Manager SKU.
Configure Voice Outbound Campaign Modes in Webex Contact Center · Prerequisites statement near the start of the article · Checked 2026-09-30
23
Because the native prerequisites page names only a valid Webex Contact Center license while the Cisco help article requires a premium agent license plus the Campaign Manager SKU, a buyer should plan for both the premium agent licence and the Campaign Manager SKU until Cisco states otherwise.inferred
Pre-requisites outside of Webex Campaign Manager · Pre-requisites outside of Webex Campaign Manager - licensing line; compare cisco-help-nqu2kub Prerequisites · Checked 2026-09-30
24
A contact list source is configured with an automatic expiry in days, with an option to ignore non-business days and exclusion dates when calculating it.
Contact list source · Contact list source - automatic expiry · Checked 2026-09-30
25
The native manager accepts contact lists as .txt or .csv files through manual upload or SFTP, with API also offered as a source type.
Contact list source · Contact list source - source types; supported formats · Checked 2026-09-30
26
Contact list file names are limited to 100 characters of letters, numbers and underscores; records are limited to 200 headers and 8,000 characters; file uploads to 250 MB (1 MB on trial tenants); and SFTP files to 1 GB.
Contact list requirements · Contact list requirements - file naming; capacity · Checked 2026-09-30
27
A campaign's field mapping cannot be modified after contact lists have been uploaded to it, whatever the campaign status.
Contact list requirements · Contact list requirements - field mapping · Checked 2026-09-30
28
Field mapping maps file headers to contact modes and fixes a country and one of four phone number formats; every number must share that format and country and may not contain spaces, hyphens or other non-numeric characters.
Field mappings · Field mappings - contact modes; country and phone format; constraints · Checked 2026-09-30
29
A native campaign can reference at most three DNC lists.
Contact list requirements · Contact list requirements - notable constraints · Checked 2026-09-30
30
Contact attempts strategy orders a contact's modes by priority and caps attempts over a chosen period: until the list expires, one day, the last 24 hours, or the last 7, 15 or 30 consecutive days.
Contact attempts strategy · Contact attempts strategy - contact modes; max attempts · Checked 2026-09-30
31
Webex Campaign Management is Cisco's native outbound dialer for Webex Contact Center; it is cross-launched from Control Hub and supports preview, progressive and predictive modes for agent and agentless (IVR) campaigns.
Optimize Outbound Campaigns with Webex Campaign Management · Introductory paragraphs · Checked 2026-09-30
32
The native campaign manager's prerequisites outside the manager are a valid Webex Contact Center license, an outbound entry point, a flow and global variables created in Control Hub, and outbound wrap-up codes (business outcomes) created in Control Hub.
Pre-requisites outside of Webex Campaign Manager · Pre-requisites outside of Webex Campaign Manager (whole page) · Checked 2026-09-30
33
The native manager does not remove duplicate contacts from a contact list, and a record with an invalid contact mode is flagged Invalid as a whole.
Contact list requirements · Contact list requirements - data handling · Checked 2026-09-30
34
Retry handling in the contact attempts strategy is driven by a telephony outcome set and a wrap-up code set, both of which must be created beforehand.
Contact attempts strategy · Contact attempts strategy - outcome and wrap-up configuration · Checked 2026-09-30
35
The outdial entry point used by campaigns is assigned the campaign outdial queue and associated with the corresponding flow.
Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - outdial entry point · Checked 2026-09-30
36
The outdial queue for campaigns is configured in Control Hub with the Outbound Campaign Enabled toggle turned on and the queue routing type set to Longest Available Agent.
Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - outdial queue · Checked 2026-09-30
37
While a campaign is paused you can change its entry point, outbound caller ID, mode-dependent and CPA parameters, schedule, contact attempts strategy and suppression rule sets, and add DNC lists.
Pause and resume a campaign · Pause and resume a campaign - modifiable settings · Checked 2026-09-30
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A paused campaign's dialing mode, contact list source type, field mapping and business days cannot be changed.
Pause and resume a campaign · Pause and resume a campaign - non-modifiable settings · Checked 2026-09-30
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Contact list headers marked PII or encrypted in field mapping cannot be used as conditions in contact selection filters.
Field mappings · Field mappings - critical constraints · Checked 2026-09-30
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The native Webex Campaign Management documentation allows up to 30 fields in the agent's incoming popover for voice outbound campaigns.disputed
Voice Outbound Campaigns · Contact information display · Checked 2026-09-30
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The Configure Voice Outbound Campaign Modes article allows up to 6 variables in the agent's incoming popover (including campaignId) and up to 30 in the Interaction Panel.disputed
Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - flow configuration · Checked 2026-09-30
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Webex Contact Center does not support Auto Answer for predictive campaign calls.
Configure Voice Outbound Campaign Modes in Webex Contact Center · Overview - note on predictive campaigns · Checked 2026-09-30
43
Predictive mode adds a maximum dialing rate (1-10), an abandon rate percentage (1.0-100), a predictive correction pace (10-5,000), a predictive gain (0.1-3.0) and a reservation percentage (0-100).
Dialer configuration · Dialer configuration - predictive parameters · Checked 2026-09-30
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In predictive mode the number of lines dialled varies through the day to maximise agent efficiency while holding the campaign's configured abandon rate.
Voice Outbound Campaigns · Dialing modes - Predictive · Checked 2026-09-30
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A preview campaign agent must be Available; the agent reviews the contact in the campaign contact dialog and either accepts it to start the dial-out or skips to the next contact.
Make an outbound preview campaign call · Agent steps · Checked 2026-09-30
46
In a standard preview campaign, if the call reaches an answering machine or voicemail the agent can leave a voicemail manually.
Voice Outbound Campaigns · Dialing modes - Standard Preview · Checked 2026-09-30
47
Preview modes take a preview offer timeout of up to 7,200 seconds, an automatic action after the timeout, and an option to disable the agent's Skip or Remove actions.
Dialer configuration · Dialer configuration - preview mode parameters · Checked 2026-09-30
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In the native manager, Standard Preview dials the contact after the agent accepts and provides CPA, whereas Direct Preview connects the customer call directly to the reserved agent, who hears it ring out, with no CPA.
Voice Outbound Campaigns · Dialing modes - Standard Preview; Direct Preview · Checked 2026-09-30
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In progressive mode the dialer automatically reserves an agent who becomes Available and dials a fixed number of lines per agent.
Voice Outbound Campaigns · Dialing modes - Progressive · Checked 2026-09-30
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Progressive and predictive modes take a dial rate from 1 to 10 and a no-answer ring limit from 16 to 80 rings.
Dialer configuration · Dialer configuration - progressive/predictive parameters · Checked 2026-09-30
51
Cisco recommends setting the outdial campaign queue's maximum time in queue to 3600 seconds to prevent reservation timeouts.
Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - outdial queue · Checked 2026-09-30
52
An outdial campaign queue takes teams through a single call distribution group and supports at most 500 agents per queue.
Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - outdial queue · Checked 2026-09-30
53
In progressive and predictive campaigns the agent receives a reservation call showing the campaign ID in the incoming popover, hears a zip tone and receives customer data when live voice connects, and can leave a reservation by going Idle and dropping the call.
Configure Voice Outbound Campaign Modes in Webex Contact Center · Post-configuration tasks - agent experience · Checked 2026-09-30
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The native no-answer ring limit's minimum of 16 rings exceeds the four-ring alternative in the US rule, so the lowest permitted setting still does not disconnect unanswered calls too early by ring count.inferred
Dialer configuration · Dialer configuration - no answer ring limit; compare 47 CFR 64.1200(a)(6) · Checked 2026-09-30
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Webex Campaign Management users are managed in Control Hub and provisioned just in time at first login into one of four roles (ReadOnly or ManageCampaigns, each with or without PII visibility), mapped from their Control Hub Contact Center admin role and license and re-synced when that changes.
Users and roles · Users and roles - access and role list · Checked 2026-09-30
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The safe calling window is set in the Contact attempts strategy node in the contact's local time, separately from the campaign schedule, and a contact is dialled only if all of its phone numbers fall within their local safe calling windows.
Contact attempts strategy · Contact attempts strategy - safe calling window · Checked 2026-09-30
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The safe calling window's start time is computed from the lowest UTC offset among a contact's phone numbers and its end time from the highest.
Safe calling window for a contact · Safe calling window for a contact - timezone determination · Checked 2026-09-30
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Contact selection filters are optional; without them contacts are picked first-in first-out, and a filter (named conditions joined by AND/OR) applies to fresh contacts appended to a list and to retry records by outcome.
Contact selection filters · Contact selection filters - overview; application timing; configuration · Checked 2026-09-30
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For contact files processed through SFTP, the native manager uses the server timezone rather than the campaign timezone.
Contact list source · Contact list source - limitation note · Checked 2026-09-30
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Suppression rule sets are optional, are created under Compliance > Suppression rule sets and associated with campaigns, and offer three rule types: contact attempt timing window, contact attempt frequency and telephone conversation frequency.
Suppression rule sets · Suppression rule sets - rule types; configuration · Checked 2026-09-30
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US rules prohibit abandoning more than 3% of live-answered telemarketing calls, measured over each 30-day period of a single calling campaign; a call is abandoned if not connected to a live sales representative within two seconds of the called person's completed greeting.
47 CFR § 64.1200 - Delivery restrictions · 47 CFR 64.1200(a)(7) · Checked 2026-09-30
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When no live sales representative is available within two seconds of the greeting, the telemarketer must play a prerecorded identification and opt-out message and provide an automated voice or key-press opt-out mechanism that records the number to the seller's do-not-call list and ends the call.
47 CFR § 64.1200 - Delivery restrictions · 47 CFR 64.1200(a)(7)(i)(A)-(B) · Checked 2026-09-30
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The seller or telemarketer must maintain records establishing compliance with the abandonment rule.
47 CFR § 64.1200 - Delivery restrictions · 47 CFR 64.1200(a)(7)(iii) · Checked 2026-09-30
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US rules prohibit telephone solicitations to residential subscribers before 8 a.m. or after 9 p.m. local time at the called party's location.
47 CFR § 64.1200 - Delivery restrictions · 47 CFR 64.1200(c)(1) · Checked 2026-09-30
65
Callers must keep a written company-specific do-not-call policy, train staff, record requests, honor a residential subscriber's request within no more than 10 business days, and honor it for five years.
47 CFR § 64.1200 - Delivery restrictions · 47 CFR 64.1200(d) · Checked 2026-09-30
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The national do-not-call safe harbor requires, among other things, written procedures, trained personnel, an internal list of protected numbers, and national registry data obtained no more than 31 days before a call is made.
47 CFR § 64.1200 - Delivery restrictions · 47 CFR 64.1200(c)(2)(i)(A)-(E) · Checked 2026-09-30
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Telemarketing calls that use an artificial or prerecorded voice require the called party's prior express written consent, subject to limited exceptions.
47 CFR § 64.1200 - Delivery restrictions · 47 CFR 64.1200(a)(2)-(3) · Checked 2026-09-30
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US rules prohibit disconnecting an unanswered telemarketing call before at least 15 seconds or four rings.
47 CFR § 64.1200 - Delivery restrictions · 47 CFR 64.1200(a)(6) · Checked 2026-09-30
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Webex Contact Center supports three campaign manager options: the native Webex Contact Center Campaign Manager, an OEM Campaign Manager, and bring-your-own campaign managers using the Webex Contact Center Dialer APIs.
Configure Voice Outbound Campaign Modes in Webex Contact Center · Overview - campaign manager options · Checked 2026-09-30
70
A contact's timezone can be set manually at campaign creation or derived from the contact list by US/Canada telephone area code or by US ZIP code, and ZIP codes must be mapped as String to keep leading zeros.
Field mappings · Field mappings - timezone derivation · Checked 2026-09-30
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Since 31 March 2026 the native manager can infer a contact's timezone from telephone area code or postal code for Canada, Mexico, Australia, Brazil and Indonesia, with the method selected in field mapping.
What's new for administrators in Webex Contact Center · Entry dated March 31, 2026 - Infer call recipients timezone using phone area code or postal code · Checked 2026-09-30
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Calls are routed into Webex Contact Center using Webex Calling PSTN services, and that service can route calls to a contact centre even without a Webex Calling subscription.
Webex Contact Center Architecture · Functional Components - Interaction Management - Telephony · Checked 2026-09-16

Documents

tier 1 standards and regulators

Cite this page

APA

WarmTransfer. (2026, September 30). Setting up outbound campaigns in Webex Contact Center. WarmTransfer. https://warmtransfer.net/guides/wxcc-outbound-campaign-setup

BibTeX

@misc{warmtransfer-wxcc-outbound-campaign-setup,
  title  = {Setting up outbound campaigns in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-outbound-campaign-setup},
  note   = {Verified 2026-09-30}
}