# Webex Contact Center preview and progressive outbound campaigns Canonical: https://warmtransfer.net/knowledge/webex-cc-outbound-campaigns Last verified: 2026-09-15 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 Applies to: Cisco Webex Contact Center. Sources checked 2026-09-15. ## What remains uncertain What a campaign call leaves in a Webex Contact Center record is not covered by the sources below. What happens to campaign state when a campaign call is transferred is not covered by the sources below. What campaign metadata survives a Goto Entry Point escalation is not covered by the sources below. Whether Cisco publishes a default or a legal abandonment ceiling anywhere is not covered by the sources below. ## Sources [^1]: Outbound campaigns require both the premium agent licence and a separately purchased Campaign Manager SKU. Source: [Configure Voice Outbound Campaign Modes in Webex Contact Center](https://help.webex.com/en-us/article/nqu2kub/Configure-Voice-Outbound-Campaign-Modes-in-Webex-Contact-Center), Configure Voice Outbound Campaign Modes, Before you begin. Checked 2026-09-15. [^2]: Time-of-day calling restrictions are presented as worked examples of what a state might require rather than as rules the product enforces. Source: [Webex Contact Center Campaign Manager User Guide version 4.2.1.2507](https://d38wuhq9pnj07a.cloudfront.net/pdf/e2fb45ce-95e2-4691-a4fc-48b8819e8389), Campaign Manager User Guide, compliance conditions and state law. Checked 2026-09-15. [^3]: 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. Source: [Configure Voice Outbound Campaign Modes in Webex Contact Center](https://help.webex.com/en-us/article/nqu2kub/Configure-Voice-Outbound-Campaign-Modes-in-Webex-Contact-Center), Configure Voice Outbound Campaign Modes, escalating an IVR campaign call. Checked 2026-09-15. [^4]: The documents name 5 dialling modes: preview progressive predictive IVR progressive and IVR predictive. Source: [Configure Voice Outbound Campaign Modes in Webex Contact Center](https://help.webex.com/en-us/article/nqu2kub/Configure-Voice-Outbound-Campaign-Modes-in-Webex-Contact-Center), Configure Voice Outbound Campaign Modes, campaign types. Checked 2026-09-15. [^5]: If a Campaign Manager licence is not renewed an administrator cannot sign in and the application keeps delivering contacts for 12 hours before it stops. Source: [Webex Contact Center Campaign Manager User Guide version 4.2.1.2507](https://d38wuhq9pnj07a.cloudfront.net/pdf/e2fb45ce-95e2-4691-a4fc-48b8819e8389), Campaign Manager User Guide, licensing. Checked 2026-09-15. [^6]: No campaign document publishes an abandonment rate ceiling: the rate is a configurable slider and no regulatory figure appears in any of the 4. Source: [Webex Contact Center Campaign Manager User Guide version 4.2.1.2507](https://d38wuhq9pnj07a.cloudfront.net/pdf/e2fb45ce-95e2-4691-a4fc-48b8819e8389), The 4 campaign documents counted for an abandonment percentage. Checked 2026-09-15. [^7]: No campaign document describes a call detail record: the phrases CDR call detail and detail record occur 0 times across all 4 and both agent-facing articles use the words record and report 0 times. Source: [Webex Contact Center Campaign Manager User Guide version 4.2.1.2507](https://d38wuhq9pnj07a.cloudfront.net/pdf/e2fb45ce-95e2-4691-a4fc-48b8819e8389), The 4 campaign documents counted for CDR call detail and detail record. Checked 2026-09-15. [^8]: No campaign document states what happens to campaign state when a campaign call is transferred: the word transfer occurs 0 times in both agent-facing articles and in the configuration article and every occurrence in the user guide is about an agentless IVR template or a cluster failover. Source: [Make an outbound preview campaign call](https://help.webex.com/en-us/article/ng5c9xk/Make-an-outbound-preview-campaign-call), The 2 agent articles the configuration article and the Campaign Manager user guide counted for the word transfer. Checked 2026-09-15. [^9]: A campaign contact's business outcome and telephony outcome are set from the agent's wrap-up code and a defined wrap-up code takes priority over a business outcome set in the Agent Desktop. Source: [Webex Contact Center Campaign Manager User Guide version 4.2.1.2507](https://d38wuhq9pnj07a.cloudfront.net/pdf/e2fb45ce-95e2-4691-a4fc-48b8819e8389), Campaign Manager User Guide, outcomes and wrap-up codes. Checked 2026-09-15. [^10]: The system does not support auto answer for predictive campaign calls. Source: [Configure Voice Outbound Campaign Modes in Webex Contact Center](https://help.webex.com/en-us/article/nqu2kub/Configure-Voice-Outbound-Campaign-Modes-in-Webex-Contact-Center), Configure Voice Outbound Campaign Modes, predictive mode. Checked 2026-09-15. [^11]: At least 10 Campaign Manager capabilities are gated behind a request to Cisco rather than a setting including shared list campaigns the AI configuration compliance groups and identity authentication. Source: [Webex Contact Center Campaign Manager User Guide version 4.2.1.2507](https://d38wuhq9pnj07a.cloudfront.net/pdf/e2fb45ce-95e2-4691-a4fc-48b8819e8389), Campaign Manager User Guide, the contact Cisco to enable statements. Checked 2026-09-15. [^12]: The Campaign Manager user guide is published as a help-centre article carrying no prose and a PDF viewer whose object element names the retrievable address of the document (field report). Source: [Webex Contact Center Campaign Manager User Guide](https://help.webex.com/article/ngtxjux/Webex-Contact-Center-Campaign-Manager-User-Guide), Webex Contact Center Campaign Manager User Guide, the PDF viewer element. Checked 2026-09-15. [^13]: Cisco states that Webex Contact Center outbound progressive campaigns are managed by Campaign Manager LCM version 4.2.1.2310 or above and predictive campaigns by version 4.2.1.2401 or above. Source: [Contact Center: Transitioning from Cisco Unified Contact Center Enterprise to Webex Contact Center Deployment Guide](https://www.cisco.com/c/dam/en/us/td/docs/solutions/PA/mcp/DEPLOYMENT_CONTACT_CENTER_UnifiedCCE_to_WebexCC.pdf), page 54, Webex Contact Center Outbound Option. Checked 2026-09-05. [^14]: Outbound campaign management on Webex Contact Center Enterprise is delivered by the Acqueon add-on covering interactive voice response and agent campaigns plus outbound email and messaging, with a 2-way messaging option, licensed by concurrent agent where other add-ons use named agent. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Acqueon add-on rows. Checked 2026-09-05. [^15]: Voice drop campaigns are licensed per Customer Voice Portal port, with 1 port required for each campaign ordered. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Acqueon voice drop campaign row. Checked 2026-09-05.