send Outbound campaign as Email?

[cavagnaro]

I bet that if you take 1 day to read docs and understand them you will go and kick ass on many issues you may have and find out they were small things. Always take notes on changes you made and point out possible configuration options that may help you so later you can review them and see how they behave.

[JTL]

Just a quick note on this...

I did, finally, manage to get some time with the PDFs (Outbound, Proactive Routing, URS, Business Process) and a quiet contact centre, and was able to work through this.

The issue with KM was that it was set for role-based permissions, so once I was round that, I could create a plain-text "hello world" email and save it as a Standard Response.

I then tried using some of the pre-installed Strategy Samples, along with my Campaign / Calling List - but this wasn't working.

So, referring to the Business Process PDF, I created a new process from scratch, including the strategy needed to create and send the outbound email (pulling the mailto address from the attached data, setting the InteractionType and MediaType (which defaulted to 'outboundpreview' and 'internal' and needed to be 'Outbound' and 'email') and I can now:

Load a calling list into my Email Campaign (contact_info = email address not phone number)
Start Campaign
Each record is submitted via OCS to IXN/URS
Strategy creates the Standard Response
Email is sent to Customer
Strategy updates the record in OCS, setting a custom field to "Email Sent" so we can see which records have been emailed

Ok, so the error handling might not be quite right yet, and I can't see what I hoped I would see in the Interaction Reporting... but otherwise it is good progress

[smile]

btw, in what mode are you running campaign? I've played with push preview and found that OCS submit incorrect media type (internal instead of outbound) attribute to interaction server. This result in that some multimedia blocks in strategy return response 'invalid media type'.

[JTL]

[quote author=smile link=topic=6564.msg34123#msg34123 date=1369744229]
btw, in what mode are you running campaign? I've played with push preview and found that OCS submit incorrect media type (internal instead of outbound) attribute to interaction server. This result in that some multimedia blocks in strategy return response 'invalid media type'.
[/quote]

Yeah, see above. Running in Push Preview (with no VTD, it can't be Predictive).

I was getting errors from the EmailServer saying it was expecting interactiontype and mediatype to be different, so I just used some functions in my strategy (as mentioned above) to set them to the 'correct' values.

There's no mention of this in the documentation for Proactive Routing (indeed, it is not clear how to configure the strategy at all, which is why I struggled with it) but a little playing during some quiet time and I was able to resolve it.

[smile]

yes, i did it the same way, but just wanted to know is it normal or not..

And do you plan to analyse email delivery responses? For my campaign right now i decide to set call_result depending of result send sms block and mark record proceeded. In complex case i think it's possible to wait acknowledge from remote mail server and set call result in outbound depending on it.

[JTL]

[quote author=smile link=topic=6564.msg34125#msg34125 date=1369747245]
yes, i did it the same way, but just wanted to know is it normal or not..

And do you plan to analyse email delivery responses? For my campaign right now i decide to set call_result depending of result send sms block and mark record proceeded. In complex case i think it's possible to wait acknowledge from remote mail server and set call result in outbound depending on it.
[/quote]

I'm holding off deciding what to do with that until I do some more real-world testing.

If you don't update anything, it seems the record gets set to "Retrieved" and "Answer", but reverts to "Updated" and "Stale" when you unload the Campaign.

I actually want the record to remain incomplete (I'm deliberately not using a ProcessedRecord) because our email directs the customer to a web-based Survey.

I want to try and submit their answers back to OCS using HTTP/POST, thus capturing the survey responses in the Calling List (and THEN marking it as completed) and also triggering reporting.

This would then sort of mirror what we do at the moment, which is to call these customers and ask questions with an Agent Script which updates the record with a "Mark Done".