Timezone Support for OmniOut
- Adam Settle
- Jaxon Nix
- Seth Schwartzbach (Deactivated)
Overview
By default, you OmniOut campaign is configured to run at a specific time, for a specific timezone (e.g. import leads “weekdays” from “9am - 5pm”). But what if you have a mix of contacts in different timezones? This is where timezone support per contact comes into play.
By adding the following information to your contact list, you’ll modify the default campaign timeframe to take the contact’s local time into consideration. (e.g. import leads “weekdays” from “9am - 5pm” local time).
You’ll use timezone strings to specify a contact’s timezone.
Before we go through the setup, let’s level-set on how this will work.
When a timezone string is identified, it will apply the timezone to the hours you selected for the campaign.
E.g. if 9-5 EST was selected in your campaign and you have contacts assigned to the following:
America/Indiana/Indianapolis
America/Denver
America/Los_Angeles
--no timezone string assigned for the contact--
Then, you will call:
the Indianapolis contacts from 9-5 Eastern,
the Denver contacts from 9-5 Mountain,
the Los Angeles contacts from 9-5 Pacific,
and the contacts with no timezone string would be called from 9-5 Eastern since that is the default for the campaign.
The hour range that you choose is the most important component if you are going to use the timezone string for all of your contacts.
If you don’t want to use the same hour range, you’ll need to setup different campaigns. (Don’t worry, the campaigns can all point to the same queue so that your agents are only in one queue).
The Setup
Setting up timezone support per contact changes based on where you are pulling your list — either Salesforce or Sharpen Tables.
Salesforce Setup
If you’re using Salesforce, add the following field to the campaign member page:
Setup > Objects and Fields > Object Manager > Campaign Member > Fields & Relationships
Custom Attribute Field Label | Field Name (__c will be appended) | Data Type | Method to Add | Notes |
MemberTimezone API | membertimezone_api__c | Text (50 for length) | Manual |
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Once you’ve added the field, navigate to one of your campaign members. You’ll see a new field where you can enter your timezone string. That’s it .
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Sharpen Tables Setup
If you’re using Sharpen Tables, add the following field to the structure of the FathomContacts Table:
Admin >Configuration > Sharpen Tables > Fathom Contacts
Field name: MemberTimezone (should save as membertimezone__api):
Once the field is added, assign the appropriate timezone string to the contact record in the table.
DB2 Table Setup
If you’re using DB2 Tables
IZ0 - Sharpen Technologies Inc.
IZ1 - https://app.iz1.sharpen.cx/sharpenDB2/
Go into structure and add field per below and use same timezones as referenced above.
Supported Timezones
Below is a list of supported timezones for Omni Out. There will also be a downloadable CSV of these tables.
U.S. Timezones 1 | U.S. Timezones 2 | U.S. Timezones 3 | U.S. Timezones 4 | U.S. Timezones 5 |
|---|---|---|---|---|
America/Adak | America/Anchorage | America/Anguilla | America/Antigua | America/Araguaina |
America/Argentina/Buenos_Aires | America/Argentina/Catamarca | America/Argentina/Cordoba | America/Argentina/Jujuy | America/Argentina/La_Rioja |
America/Argentina/Mendoza | America/Argentina/Rio_Gallegos | America/Argentina/Salta | America/Argentina/San_Juan | America/Argentina/San_Luis |
America/Argentina/Tucuman | America/Argentina/Ushuaia | America/Aruba | America/Asuncion | America/Atikokan |
America/Bahia | America/Bahia_Banderas | America/Barbados | America/Belem | America/Belize |
America/Blanc-Sablon | America/Boa_Vista | America/Bogota | America/Boise | America/Cambridge_Bay |
America/Campo_Grande | America/Cancun | America/Caracas | America/Cayenne | America/Cayman |
America/Chicago | America/Chihuahua | America/Ciudad_Juarez | America/Costa_Rica | America/Creston |
America/Cuiaba | America/Curacao | America/Danmarkshavn | America/Dawson | America/Dawson_Creek |
America/Denver | America/Detroit | America/Dominica | America/Edmonton | America/Eirunepe |
America/El_Salvador | America/Fort_Nelson | America/Fortaleza | America/Glace_Bay | America/Goose_Bay |
America/Grand_Turk | America/Grenada | America/Guadeloupe | America/Guatemala | America/Guayaquil |
America/Guyana | America/Halifax | America/Havana | America/Hermosillo | America/Indiana/Indianapolis |
America/Indiana/Knox | America/Indiana/Marengo | America/Indiana/Petersburg | America/Indiana/Tell_City | America/Indiana/Vevay |
America/Indiana/Vincennes | America/Indiana/Winamac | America/Inuvik | America/Iqaluit | America/Jamaica |
America/Juneau | America/Kentucky/Louisville | America/Kentucky/Monticello | America/Kralendijk | America/La_Paz |
America/Lima | America/Los_Angeles | America/Lower_Princes | America/Maceio | America/Managua |
America/Manaus | America/Marigot | America/Martinique | America/Matamoros | America/Mazatlan |
America/Menominee | America/Merida | America/Metlakatla | America/Mexico_City | America/Miquelon |
America/Moncton | America/Monterrey | America/Montevideo | America/Montserrat | America/Nassau |
America/New_York | America/Nome | America/Noronha | America/North_Dakota/Beulah | America/North_Dakota/Center |
America/North_Dakota/New_Salem | America/Nuuk | America/Ojinaga | America/Panama | America/Paramaribo |
America/Phoenix | America/Port-au-Prince | America/Port_of_Spain | America/Porto_Velho | America/Puerto_Rico |
America/Punta_Arenas | America/Rankin_Inlet | America/Recife | America/Regina | America/Resolute |
America/Rio_Branco | America/Santarem | America/Santiago | America/Santo_Domingo | America/Sao_Paulo |
America/Scoresbysund | America/Sitka | America/St_Barthelemy | America/St_Johns | America/St_Kitts |
America/St_Lucia | America/St_Thomas | America/St_Vincent | America/Swift_Current | America/Tegucigalpa |
America/Thule | America/Tijuana | America/Toronto | America/Tortola | America/Vancouver |
America/Whitehorse | America/Winnipeg | America/Yakutat |
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