Omni-channel Campaign Configuration (6X Voice Process)

the omnichannel campaign enhancement is a strategic feature that introduces omnichannel capabilities to the existing 6x voice process at the campaign level this feature allows businesses to retain their powerful auto dialer and lead centric workflows—including existing voice blending capabilities—while empowering agents to handle digital interactions (chat, whatsapp etc) within a unified agent desktop (uad) administrators can "promote" specific voice inbound campaigns to handle digital channels without altering the entire voice process or affecting other campaigns running in the same environment 2\ key architectural concepts 2 1 campaign level promotion scope this is a campaign level configuration, not a process level change you can have a "standard voice campaign" and an "enhanced omni campaign" running simultaneously within the same voice process legacy model supported voice blending (inbound + auto dialer/outbound) but operated independently of digital channels enhanced model specific voice inbound campaigns are promoted to omni inbound campaigns this single campaign type now serves as the "anchor" for inbound voice calls & auto dialer calls (existing voice blending) digital inbound interactions (customer responses) manual digital outbound tasks data structure the system retains the lead based data structure it does not force a migration to a "clean contact" object, ensuring compatibility with existing lead upload workflows 2 2 unified agent desktop (uad) agents no longer need to toggle between screens the uad provides a "single pane of glass" view where voice & digital coexist an agent can view an active chat window alongside a dialer interface interaction history a consolidated timeline displays previous calls and digital messages for the lead dual login agents can access the system via the legacy interface (/app) or the new omni interface (/omniapp) based on the specific campaign they are logging into 3\ the blending & capacity engine the core of this enhancement is the max capacity pool logic, which dictates how interactions are routed to agents within the enhanced campaign 3 1 capacity pool definitions every agent is assigned a max capacity value (default 10) different interaction types consume this capacity differently interaction type consumption rule description digital inbound consumes capacity routing stops if current load >= max capacity manual digital outbound consumes capacity agent initiated tasks (e g , sending a whatsapp template) reduce available capacity for new inbound tasks inbound voice consumes capacity typically consumes a significant portion (or all) of the capacity blocked if the pool is full manual voice outbound conditional • via omni inbound campaign consumes capacity blocks/reduces digital flow • via outbound campaign does not consume capacity digital interactions can still arrive auto dialer voice bypasses capacity the exception the dialer logic ignores the digital capacity pool an agent can receive a dialer call even if their capacity is 100% full 3 2 the "single voice channel" constraint (existing behavior) the system maintains the standard voice blending rule an agent is physically restricted to one active voice interaction at a time scenario if an agent is on an auto dialer call, they are marked "busy" for inbound voice, even if they have 0 digital interactions 3 3 blending matrix (routing behavior) the following matrix describes how the system handles concurrent interaction attempts current agent state incoming interaction routing decision reason handling digital (capacity available) digital inbound delivered capacity pool has space handling digital (capacity full) digital inbound queued / blocked max capacity reached handling digital (capacity full) inbound voice queued / blocked max capacity reached handling digital (capacity full) auto dialer call delivered exception dialer bypasses capacity checks on voice call (any type) voice call (any type) not possible (one voice channel at a time) physical voice channel is occupied (standard voice blending) on voice call (any type) digital inbound allowed only if capacity permits (voice consumes capacity, but if weight < max, digital can arrive) 4\ operational workflows 4 1 digital outbound strategy since this approach enhances the voice process, there is no "auto omni dialer " mass messaging automated digital broadcasts are managed by other modes (e g , exocampaigns ) inbound response when a customer replies to a broadcast, the interaction enters the 6x system as a digital inbound interaction manual follow up agents can initiate manual digital outbound messages from the uad note this action consumes agent capacity 4 2 reporting & supervision reporting voice reporting remains unchanged (legacy reports) digital interactions are logged in new interaction tables supervision supervisors use separate views call view monitor live voice states (talking, wrap, ready) interaction view monitor digital concurrency and chat content 5\ configuration guide 5 1 enable omni capability (per campaign) to promote a campaign, the enableomnicapability flag must be set in the server preference store this setting is specific to the context id (campaign id) 5 2 agent capacity management capacity is managed at the user configuration and queue configuration is possible manage channel capacity at queue configuration manage channel capacity at queue configuration configure channel capacity per user(agent) configure channel capacity per agent important the classic interface for uad remains voice only to handle digital interactions, agents must switch to the new agent workspace