Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
The following instructions explain how to set up the SmartReach for outbound voice calls without an agent present.
Before you can set up SmartReach for CXone Mpower, it must be enabled by NiCE Professional Services.
Create a Campaign
Required permissions: Campaigns Create
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.
- Click the app selector
and select ACD. - Go to Contact Settings > Campaigns.
- Click Create New.
- Enter a value in the Campaign Name field.
- Click Create Campaign.
Create a SmartReach Outbound Voice Skill
The name of a skill should be meaningful. It's helpful to be consistent when naming skills. Decide on a standard format for skill names that works for your organization.
A skill name must have a minimum of 2 characters and a maximum of 30. Skill names may only contain letters, numbers, and these special characters:
- Hyphens (-)
- Underscores (_)
- Periods (.)
- Colons (:)
-
Click the app selector
and select ACD. -
Go to Contact Settings > ACD Skills.
-
Click Create New > Single Skill.
- Set the Media Type to Phone and Inbound/Outbound to Outbound, and Outbound Strategy to SmartReach.
- Enter a Skill Name.
- Select the Campaign you want the skill to be part of.
- Click Create. Complete additional configurations to customize or manage your skills.
During its controlled release, the remainder of SmartReach configuration is done in a separate portal. You can find more information at these links: