This article is broken into multiple sections. Use the links below to jump to a specific section.
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Q Classifications
It is necessary to create a Q classification for each potential end result of an OmniOut interaction. Agents must select an end result at the conclusion of each interaction because the OmniOut cadence is driven by the result of the previous interaction.
Q Classifications can be found by navigating to Admin > Configuration > Queue Classifications.
Click on the New Classification button, then enter in the queue classification name in the Classification field.
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If you have already installed OmniOut, you can navigate to the next step, updating your Campaign Statuses in SharpenTables. If you haven’t installed OmniOut, please install it from the Sharpen Store (Sharpen Store > Apps > OmniOut).
Setting Campaign Statuses in Sharpen Tables
The “FathomSASFCampaignsStatus” Sharpen Table will need its data structure updated to include the names of the actual queue classifications that are being used in the campaigns. Sharpen tables can be found by navigating to Admin > Configuration > Sharpen Tables > FathomSASFCampainsStatus.
By default, the system will include columns for “qualified,” “noAnswer,” “notInterested,” “dnc,” and “bounce.” More often than not, these will not match up with the desired queue classifications you just created above for your campaign(s).
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If you haven’t created a campaign yet, don’t worry—this verification isn’t necessary in order to continue on. As long as you have the appropriate statuses filled out in the Sharpen Table, you’re done with this section. When we get to the cadence setup, your statuses will show up as they do in the example below:
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This page is also part of the larger setup document for OmniOut (Salesforce). If you’re following the guide here are some related links:
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Basic Salesforce Integration Setup
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Linking Salesforce and Sharpen User Accounts
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Custom Attributes for Salesforce Campaign Member Page
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Creating a Campaign in Salesforce
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Configuring Your Campaign in OmniOut (Salesforce)
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Creating an Agentless Flow as Part of an OmniOut Campaign
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Campaign Stage Scripts and Templates
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