Set Up an Outbound Engagement (SmartReach) Voice Channel

The following instructions explain how to set up Outbound Engagement (SmartReach) for outbound voice calls without an agent present. To set up a channel for manual outbound voice calls, follow the steps on Set Up a Manual Outbound Engagement (SmartReach) Voice Channel.

Before you can set up Outbound Engagement (SmartReach) for NiCE CXone, it must be enabled by a NiCE account representative.

Create a Campaign

Required permissions: ACD > Contact Settings > Campaigns Create, Divisions > Division Assignment (only for systems configured for divisions Separate data securely between lines of business. Data can only be accessed from within the division it's part of.)

If you've already created a campaign A grouping of skills used to run reports. that you plan to use, you can skip this step. For example, you may have a campaign that you intend to use across several channels.

1. Click the app selector and select ACD.
2. Go to Contact Settings > Campaigns.
3. Click Create New.
4. Enter a value in the Campaign Name field.
5. Choose the Division you want to assign the campaign to. This option is only available if your system is configured for divisions. After you have assigned the campaign to a division Separate data securely between lines of business. Data can only be accessed from within the division it's part of., you cannot change the division assignment.
6. Click Create Campaign.

Create an Outbound Engagement (SmartReach) Outbound Voice Skill

Required permissions: ACD > Skills Create, Edit

Agents using Agent Workspace (Agent) need to have the Digital Engagement attribute enabled in their Admin employee profile and be assigned to a digital ACD skill to handle digital interactions. Agents using MAX can handle digital interactions if they have either the Digital Engagement attribute or a digital skill assigned to them.

When you create an Outbound Engagement skill, the system automatically creates an Outbound Engagement (SmartReach) service. You may need to make additional configuration changes to the service in Outbound Engagement (SmartReach) to finish setting up the skill or channel you're creating.

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click Create New > Single Skill.

4. Set the Media Type to Phone Call and Inbound/Outbound to Outbound, and Outbound Strategy to Outbound Engagement.
5. Enter a Skill Name.
6. Select the Campaign you want the skill to be part of.

7. If your system is configured for divisions, use the Division field to specify which division Separate data securely between lines of business. Data can only be accessed from within the division it's part of. to assign the skill to. After you have assigned the skill to a division, you cannot change it. To configure this option, you must have the Division Assignment permission.

8. If you want to change the default prioritization settings for this skill, modify the settings in the Priority Management While in Queue section. You can also do this later.

   Learn more about fields in this step

   Field

   Details

   Initial Priority

   Enter a numeric value you want to set as the base level priority Skill-based designation of the importance of contacts that determines delivery order. for all contacts in an inbound skill or for fresh records and retries in an outbound skill (callbacks Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. always take priority and are not affected by this setting). The default value is 0. For Outbound Engagement skills, this is currently the only priority setting available.

9. To require agents to enter an account number when making an outbound call: 
   1. Select Require customer account ID.
   2. If you want the system to check that the ID is valid, select Validate customer account ID. If you select this option, agents will only be able to place manual outbound calls to valid customer accounts.
10. Click Create. Complete additional configurations to customize or manage your skills.

Complete Configuration in Outbound Engagement (SmartReach)

During its public preview, the remainder of Outbound Engagement (SmartReach) configuration is done in a separate portal, which you can access from NiCE CXone by going to Customer Engagement > Outbound Engagement from the app selector menu . You can find more information at these links:

• Product documentation
• Knowledge Base articles
• Training