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CRM_CIC_061 - Define Campaign/Call List Priority Mapping

In this IMG activity you define campaign and call list priority mapping.

Call lists and campaigns have their own defined priorities which are maintained in each separate application. The separate use of priorities has no effect on call lists that are generated manually, without directly corresponding to a campaign. However, for call lists that are created directly from campaigns and are exported to the Interaction Center (IC), it's helpful to use the same priorities. It's not technically possible to use the same values, so this mapping links each priority together.

The priorities are already created. You only have to map the priorities to one another. When call lists are exported to the IC, the priority is defaulted based upon which priority you mapped with the campaign priority.

Call list priorities are seen in the agent and the supervisor applications.

Campaign and call list priorities are defined.

1. Choose New Entries.
2. Select the campaign priority.
3. Select the call list priority.
4. Save.

Campaigns have priorities defined as High, Medium, and Low. The call lists have priorities from 1-10. You determine call list priority 1 is equal to campaign priority High; 2 is equal to Medium; and 3 is equal to Low. You maintain the following entries in this activity: