A campaign strategy is mandatory for creating and running a campaign. Campaign strategy is the backbone of any campaign.
You can create a campaign strategy by using nodes, such as, Handler, Call, and Address nodes. Each node generates an XML code.
To define various actions to take place on a contact record during a campaign, use a Handler in the campaign strategy. In the Handler, you can choose the task node as Call, SMS, Email, or Custom to notify the contact.
You can also specify various rules for a specific contact record such as time restrictions and number of retries.
In the campaign strategy, you can specify the applications to be used or personalized notifications texts to be sent to the contacts.
You can define the pacing type for a campaign in the campaign strategy.
Use campaign strategy to:
Define the channel, such as voice, SMS, email, or custom, to communicate with the contact.
Allow flexibility when using different phone numbers at different times. For example:
Call Joe on the home phone number from 6:00 A.M. to 8:00 A.M., call the work phone number from 8:00 A.M. to 4:00 P.M., and call the home phone number from 4:00 P.M. to 6:00 P.M.
Send an SMS message on Frank's work phone number and wait for 4 hours to receive a reply. In case no reply is received, call Frank on the home phone number.
Define the Avaya Orchestration Designer applications to play for a live voice and an answering machine. When you use the Avaya Orchestration Designer applications, you can give differential treatment depending on whether the call is answered by a live voice or an answering machine.
For example, if a live voice answers the call, the Avaya Orchestration Designer application transfers the call to an agent. If an answering machine answers the call, the Avaya Orchestration Designer application plays a notification message.
Define the retry parameters for unsuccessful attempts such as Call Busy and Ring No Answer.
Allow override of Attribute and System Restrictions rule based on certain opt-ins.
For example, if any contact has set Attribute and System Restrictions rule to not call a contact registered in the DNC list.
Another example is where a campaign strategy for salary notification might override the DNC-related Attribute and System Restrictions rule based on the Salary notification opt-in field set for each contact.
A campaign strategy can be in any one of the following states: completed (final), draft, or template.
You can create an entirely new campaign strategy or use any of the predefined campaign strategy templates.
For more information about the predefined campaign strategy templates, see Predefined campaign strategy templates.
You can also create a strategy to first play a notification using the AvayaAgent application or a custom Avaya Orchestration Designer application, and later transfer the call to a nailed POM agent. You can achieve this by transferring the call as blind transfer to tel:AvayaPOMAgent. In such a strategy, the call pacing can be any agent pacing such as Progressive, ECR or Cruise Control.
Note:
A global user has access to all campaign strategies across all organizations. An Org user has access to campaign strategies that are created by the users belonging to the specific organization. For more information about multitenancy, see Avaya Experience Portal documentation.
A global user is a user who does not belong to any organization and is assigned the POM Administration and POM Campaign Manager roles. An organization user (Org user) is a user who belongs to an organization created in Avaya Experience Portal and is assigned the Org POM Campaign Manager role.
