Webex Contact Center preview and progressive outbound campaigns

Verified 2026-09-15 · 15 claims · sources tier 2

Also known as Acqueon, Campaign Manager, preview campaign, progressive campaign.

Outbound campaigns in Webex Contact Center require both a premium agent licence and a separately purchased Campaign Manager SKU 1. Documentation identifies 5 dialling modes across the system: preview, progressive, predictive, IVR progressive, and IVR predictive 4.

Dialling modes and call handling

Documentation names 5 dialling modes: preview, progressive, predictive, IVR progressive, and IVR predictive 4. Auto answer is not supported for predictive campaign calls 10. For IVR campaigns, the single documented mechanism for routing a call to a live agent is a Goto Entry Point activity that directs the contact into a separate flow tied to an inbound entry point 3.

No campaign documentation describes what occurs to campaign state when an agent transfers a campaign call 8. Across both agent-facing articles and the configuration article, the word transfer appears 0 times, and every instance in the user guide concerns agentless IVR templates or cluster failover 8.

Outcomes and reporting

A campaign contact's telephony outcome and business outcome derive from the wrap-up code selected by the agent 9. If a wrap-up code is defined, it takes priority over any business outcome configured in the Agent Desktop 9.

No campaign document describes a call detail record 7. The terms CDR, call detail, and detail record appear 0 times across all 4 campaign documents, and neither agent-facing article contains the words record or report 7.

Compliance and administrative controls

Time-of-day calling restrictions are presented as worked examples of potential state requirements rather than system-enforced rules 2. No campaign document publishes a ceiling for abandonment rates; the setting is an adjustable slider, and no regulatory percentage appears in any of the 4 documents 6.

At least 10 capabilities in Campaign Manager are gated behind an administrative request to Cisco rather than an in-app toggle, including shared list campaigns, identity authentication, compliance groups, and the AI configuration 11.

If a Campaign Manager licence is not renewed, administrator sign-in is blocked, but the system continues delivering contacts for 12 hours before shutting down 5. In the field, the Campaign Manager user guide is published as a help-centre article containing no body prose, embedding a PDF viewer whose object element specifies the retrievable address of the document 12.

Applicability

Across the claims in this article, the evidence covers Cisco Webex Contact Center, verified as of 2026-09-15. The deployment model is not covered by any claim in this article.

What remains uncertain

What a campaign call leaves in a Webex Contact Center record is not covered by any claim in this article. What happens to campaign state when a campaign call is transferred is not covered by any claim in this article. What campaign metadata survives a Goto Entry Point escalation is not covered by any claim in this article. Whether Cisco publishes a default or a legal abandonment ceiling anywhere is not covered by any claim in this article.

WarmTransfer. (2026, September 15). Webex Contact Center preview and progressive outbound campaigns. WarmTransfer. https://warmtransfer.net/knowledge/webex-cc-outbound-campaigns

@misc{warmtransfer-webex-cc-outbound-campaigns,
  title  = {Webex Contact Center preview and progressive outbound campaigns},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/webex-cc-outbound-campaigns},
  note   = {Verified 2026-09-15}
}