---
title: Omni-channel Campaign Configuration (6X Voice Process)
slug: contact-center/omni-channel-campaign-configuration-6x-voice-process
docTags:
createdAt: 2026-02-08T20:55:42.011Z
---
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."
1. **Mass Messaging:** Automated digital broadcasts are managed by other modes (e.g., **ExoCampaigns**).
2. **Inbound Response:** When a customer replies to a broadcast, the interaction enters the 6X system as a **Digital Inbound** interaction.
3. **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
Configure Channel Capacity per User(Agent)
**Important**: The classic interface for UAD remains Voice-Only. To handle digital interactions, agents must switch to the new Agent Workspace.