Configure Voice Outbound Campaign Modes in Webex Contact Center

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/nqu2kub/Configure-Voice-Outbound-Campaign-Modes-in-Webex-Contact-Center

Published

2026-04-01

Updated

unknown

Accessed

2026-09-16

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• In Webex Contact Center predictive outbound campaigns, the number of lines dialed varies through the day to maximise agent efficiency while keeping to the abandon rate configured on the campaign. in context
• Webex Contact Center progressive and predictive campaign modes require the premium agent license and the Campaign Manager SKU. in context
• Webex Contact Center IVR progressive and IVR predictive campaigns take 1 to 1000 IVR ports; in progressive the per-port dial rate is fixed, while in predictive it rises or falls based on the abandoned rate. in context
• Webex Contact Center does not support Auto Answer for predictive campaign calls. in context
• In Webex Contact Center predictive mode the number of lines dialed per agent varies through the day to maximize agent efficiency while maintaining the campaign's configured abandon rate. in context
• In Webex Contact Center progressive mode the dialer reserves an agent who becomes Available and dials a fixed number of lines per agent set in the campaign configuration, with no manual agent initiation. in context
• Outbound campaigns in Webex Contact Center can be configured and used only if the enterprise has bought the premium agent licence and the Campaign Manager SKU. in context
• Outbound campaigns require both the premium agent licence and a separately purchased Campaign Manager SKU. in context
• The one documented way a campaign call reaches a live agent from an IVR campaign is a Goto Entry Point activity into a separate flow associated with an inbound entry point. in context
• The documents name 5 dialling modes: preview progressive predictive IVR progressive and IVR predictive. in context
• The system does not support auto answer for predictive campaign calls. in context
• 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 in context
• When Answering Machine Detection is enabled for a campaign, the Terminating Tone Detection toggle is also enabled. in context
• Campaign reports are available in Webex Contact Center Analyzer regardless of which campaign manager vendor is used. in context
• 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. in context
• 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. in context
• 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. in context
• Webex Contact Center supports five voice outbound campaign modes: preview, progressive, predictive, IVR progressive and IVR predictive. in context
• The campaign flow must define a flow variable named campaignId (case sensitive) with the desktop label Campaign Name. in context
• The campaign flow is configured with a PreDial event for ANI customization and an OutboundCampaignCallResult event for Call Progress Analysis results. in context
• 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. in context
• 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. in context
• The outdial entry point used by campaigns is assigned the campaign outdial queue and associated with the corresponding flow. in context
• 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. in context
• 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 in context
• Webex Contact Center does not support Auto Answer for predictive campaign calls. in context
• Cisco recommends setting the outdial campaign queue's maximum time in queue to 3600 seconds to prevent reservation timeouts. in context
• An outdial campaign queue takes teams through a single call distribution group and supports at most 500 agents per queue. in context
• 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. in context
• 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. in context
• To enable answering machine detection, the Terminating Tone Detection toggle on the Configure Campaign Group page must be turned on; it is off by default. in context
• In progressive and predictive modes the dialer automatically reserves an agent who moves to the Available state and dials contacts; agents do not initiate these calls. in context
• By default, agent reservations for progressive and predictive campaigns are prioritised lower than inbound calls for blended agents. in context
• Campaign caller ID precedence from lowest to highest is: CLID on the campaign, CLID on the individual record, then a PreDial event using SetCallerID. in context
• Campaign Manager is integrated in Control Hub through a Custom Connector named CampaignManagerCredential using Basic Auth with the domain link and credentials supplied for Campaign Manager. in context
• The outdial entry point for a campaign is assigned the campaign's outdial queue and associated with the flow created for the outbound campaign. in context
• Agent Desktop shows distinct pop-up notifications with a Tracking ID for invalid number format, unreachable number, network failure, customer declined, busy and temporarily unavailable outcomes. in context
• An agent who wants to leave the reservation state before a customer call is delivered can set their state to Idle and drop the reservation call. in context
• The outbound campaign flow uses the PreDial event for ANI customisation and the OutboundCampaignCallResult event for call progress analysis results. in context
• Outbound predictive campaign calls require Campaign Manager LCM version 4.2.1.2401 or later. in context
• Outbound progressive campaign calls require Campaign Manager LCM version 4.2.1.2310 or later. in context
• Auto Answer is not supported for predictive campaign calls. in context
• Webex Contact Center voice outbound campaigns can be configured and used only if the enterprise has purchased the premium agent license and the Campaign Manager SKU. in context
• An outdial queue used for campaigns supports a maximum of 500 agents. in context
• Each campaign needs an outdial queue in Control Hub with the Outbound Campaign Enabled toggle turned on. in context
• The outdial queue used for an outbound campaign must have its Queue Routing Type set to Longest Available Agent. in context
• Cisco recommends setting the outdial queue maximum time in queue to 3600 seconds so that agent reservation requests do not time out frequently. in context
• In progressive and predictive campaigns the agent first receives a reservation call and hears a zip tone when a live customer is connected. in context
• The teams configured in the outdial queue's Call Distribution Group must be the same teams confirmed for the campaign in Campaign Manager. in context
• A variable must have Agent Viewable set to True to be shown on the Agent Desktop. in context
• Up to 30 variables can be added to the interaction panel, selected and ordered in the flow's Desktop Viewability & Order section. in context
• Up to 6 variables can be added to the incoming popover, selected in the flow's Desktop Viewability & Order section. in context

Cite this source record

APA

WarmTransfer. (2026, April 1). Configure Voice Outbound Campaign Modes in Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nqu2kub-wxcc-outbound-campaign-modes

BibTeX

@misc{warmtransfer-cisco-help-nqu2kub-wxcc-outbound-campaign-modes,
  title  = {Configure Voice Outbound Campaign Modes in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nqu2kub-wxcc-outbound-campaign-modes},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-16}
}