Set Up Agentless Proactive Voice Dialing

The following instructions explain how to set up the Personal Connection (PC) agentless Contacts made without a live agent for tasks such as one-way delivery of information or messages.. dialing mode, which dials calls without an agent present. Agentless dialing ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge require you to create a script to play a message or menu or to provide some kind of experience for the contact. These instructions assume that you already have your employees and teams set up.

Create an Agentless Dialing Script in Studio

1. Open Studio and create a new Phone script.
2. Add an OnAnswer action to the canvas.
3. Use the necessary Studio actions to configure the actions you want to occur when a call is answered. For example, you can have the script detect whether the call has been answered by a live contact or by an answering machine, play a message corresponding to that determination, and apply a disposition to the interaction. If you need help creating your script, see the Studio documentation or contact your NICE CXone account representative.
4. Connect the final action of your script to a HangUp action.
5. Save the script and close Studio.

Create a Campaign

If you already created a campaign A grouping of skills used to run reports. that you want to use for PC agentless dialing, 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. Click Create Campaign.

Create a Personal Connection ACD Skill

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click Create New and select Single Skill.
4. Set the Media Type to Phone Call, give the ACD skill a descriptive Name, and set Inbound/Outbound to Outbound. Select a Campaign for the ACD skill and set Outbound Strategy to Personal Connection.
5. Select the Agentless checkbox. Specify the number of Ports Used for this ACD skill, which is the number of ports you want to dedicate to this agentless dialing ACD skill when it's running.
6. Select the Custom Script you created in Studio.

7. Fill in any of the optional fields that you want.

   Learn more about fields in this step

   Field	Details
   Deliver Numbers Serially	This setting doesn't affect agentless ACD skills. It enables two other settings—Cradle to Grave Option and Priority Interrupt—that also don't impact agentless ACD skills.
   Override Caller ID	Enables you to override the default tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment Caller ID setting for this ACD skill.
   Caller ID	The phone number contacts see when PC calls with this ACD skill. Legally, this must be a phone number where the contact can reach you.
   SMS Transport Code	Don't use this field for voice dialing. It applies to PC SMS ACD skills only.
   Message Template	Don't use this field for voice dialing. It applies to PC SMS ACD skills only.
   Telecom Route Override	Select the telecom route you want to use for outbound traffic from this ACD skill, if different from the default route. This option is available only when more than one outbound telecom route has been defined for the tenant.
   Workforce Intelligence Minimum Agents	This setting doesn't affect agentless ACD skills.
   Workforce Intelligence Minimum Available Agents	This setting doesn't affect agentless ACD skills.

8. Click Create.

Create a Do Not Call (DNC) Group

You can skip this step if you already have a do not call (DNC) group you want the ACD  to use, or if you want the ACD skill to use the default business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environmenttenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment DNC group.

1. Click the app selector and select ACD.

2. Go to Lists > DNC.

3. Click Create New.

4. Give the group a DNC Group Name and, if you want, a Description.

5. Click Save.

Assign the ACD Skill to Do Not Call Groups

You can skip this step if you want the ACD skill to use the default tenant DNC group. When you link an ACD skill to DNC groups, you do so in two ways: as scrubbed Skills listed under the Scrubbed tab of a DNC group honor the DNC list of that group. Before you or Personal Connection place a call for that skill, CXone checks that DNC group for conflicts and does not dial records that are on that list. or contributing Skills listed under the Contributing tab of a DNC group help to generate the DNC list of that group. When the dialer places a call for that skill and the contact requests to be added to the DNC list, the record is added to that DNC group. Any skills in the Scrubbed tab of that DNC group cannot place calls to that record.. This allows you to have the ACD skill contribute to the creation of some DNC groups and be restricted by others.

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click the ACD skill to open it.
4. Click the Do Not Call tab.
5. For Default Contributing DNC Group, select Select Do Not Call Group. From the drop-down, select the DNC group you want this ACD skill to contribute to.
6. In the Add Scrubbed DNC Groups table, select the DNC groups you want the ACD skill to be restricted by. Click Add.
7. Click Save.

Start the ACD Skill

If you are creating an automatic dialing schedule, you can skip this step. If you want to manually turn your PC ACD skill off and on, do the following steps when you're ready.

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Select the ACD skill you want to start.

4. Click Start.

5. When you're done using the skill, click Stop.

Customization Tasks

Depending on how your organization uses PC, you might also want to:

• Set Up Personal Connection Skill Dispositions
• Create Attempt-Based Answering Machine Detection (AMD) Outcomes