OmniOut (SharpenDB)
Introduction
OmniOut is a solution for creating outbound dialing campaigns that can be used by your agents, or alternatively, using Logic+ for automated outbound calls, text, or email messaging. Before we begin, you will need to understand some vocabulary pertaining to OmniOut.
OmniOut – The outbound cadence tool.
Campaign – The container for the cadence stages. Also the mechanism by which outbound interactions are delivered to a queue for handling.
Cadence – The order of activities in a campaign.
Preview Dialing – A type of step in the campaign cadence where interactions are queued up for agents to answer and then place a call, text, or email out to a lead.
Agentless – A type of step in the campaign cadence in order to send SMS, Email, or Calls-to-IVR without agent intervention.
Q Classifications – Used to identify the result of an interaction. Synonymous with ‘End Result’, ‘End Type’, and ‘Disposition’.
Queues – Identifies where outbound interaction will be handled by agents.
Installing OmniOut
To begin, you will need to install OmniOut before you can successfully configure your first campaign. This can be installed from the Sharpen Store. To get started, navigate to the Sharpen Store from the top left menu.https://sharpencx.atlassian.net/browse/SC-299298
From the Apps menu, select and install OmniOut
Install the OmniOut Application
You are now ready to begin configuring your OmniOut Campaign. Navigate to the Admin section of the Sharpen Application by click on the menu in the top left corner and selecting “Admin”.
Configuring Sharpen Tables
Once you are in the Admin section, you will need to create a Sharpen Table for your campaign. This can be found under the “Configuration” menu in the top-center of the screen
Once in Sharpen Tables, you will need to navigate to “Sales Accelerator Campaigns” table. This is where you will be adding new campaigns for your OmniOut configuration.
This will bring you to the Sales Accelerator Campaigns table. Click on “Data”, where you will be able to add a new record adding your OmniOut campaign.
Click on “Add Record” at the bottom of the screen
Enter the desired name of the OmniOut Campaign and click “Create Record”. If you would like to add additional campaigns, select the “Add Another” option.
After creating your campaign, click the “Show Keys” button at the bottom of the screen. This will show the unique key for your campaign. You will need to copy this key for the next step of the process. It is used to connect OmniOut Campaign Statuses in the next step to the new
Copy the key from the table
Once you have copied the key, click on the Sales Accelerator Campaign Statuses table. This is where you will configure the various campaign statuses used by your campaign.
Click on the “Data” Tab
Click on “Add Record”.
This will pop up the Add Data Record. In the “Campaign” field, input the key that you copied from the previous step. You will need to determine the name of the campaign status and input it in the “Campaign Status Name” field. Once you are complete, click “Create Record”. To add another, select the “Add Another” toggle. For most use cases, you will be creating additional statuses.
For this example, we will be using the following campaign statuses:
Initial Call
Interested
Not Interested
Follow Up
No Answer
Do Not Call
Tip: Ensure that there are no spaces before or after the campaign key. A common mistake is leaving a space, which will cause your campaign statuses to not show up properly. If you have completed a campaign and all appears to be configured correctly but it still fails to work, double check for errant spaces.
Configuring Q Classifications
You will need to create Q Classifications to match each of the campaign statuses. Agents must select an end result at the conclusion of each interaction because the OmniOut cadence is driven by the the result of the previous interaction. This is completed under the Queue Classifications under the Admin Configuration Menu.
Once in the Q Classifications section of the admin application, click “New Classification”
Enter the name of the queue classification in the “Classification” field. Select the queue that the queue classification should belong to in the “Location” field. If the queue classification should apply to all queues, select Global from the dropdown list. Once this is completed, Select “End” as the type, and then “Save”. There is an option to set a queue classification as “Default”. This will set the end result of the call to the selected default queue classification if the agent fails to select one themselves.
Configuring SharpenDB2
Now that you have added your campaign and campaign statuses, you are ready to add contacts to your campaign via SharpenDB2. You’ll need to create a new table with a specific layout to ensure the contacts are accessible from your OmniOut campaign.
To navigate to SharpenDB2, you’ll need to use the link below that is associated with your environment.
IZ0 – https://app.sharpencx.com/sharpenDB2/
IZ1 – https://app.iz1.sharpen.cx/sharpenDB2/
Click on “New Table” in the top left corner and name the table for your OmniOut Campaign
Click “Structure”
Click on the “Add Column” button and add each of the following columns. You don’t necessarily need to populate each column with contact information, but be sure to add them to the table structure with the appropriate field type. This will allow all fields to map properly with OmniOut.
Field Name | Type | Notes |
id* | Int | This field is present by default — do not delete. The ID Maps your contacts to update the contact row instead of ending up with duplicates (e.g. a contact with the ID of 1 can be updated in your CSV and re-uploaded at any time, overriding the existing row with the most up-to-date information). |
firstName | Varchar |
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lastName | Varchar |
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phone | Varchar |
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Varchar |
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memberTimezone | Varchar |
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company | Varchar |
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city | Varchar |
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state | Varchar |
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status* | Varchar | This is the stage in the campaign where you’d like to insert this contact (generally, you want the contact to go to the first stage of the campaign — this gives you the option to leapfrog portions of the campaign if necessary). |
owner* | Varchar | This is the particular owner you want to assign to the contact (e.g. if you want to handle Adam’s contacts differently from Ric’s, you’d enter the respective owner here). If you don’t have a specific owner, insert an asterisk and the interactions will go to the default Q. |
imported* | Tinyint | This is a boolean field that lets OmniOut know whether a contact has been imported for a given stage yet. Enter 0 (that’s a zero) for new contacts. This will change to 1 after the contact has been imported for a stage. Then, switch back to 0 when it transitions to the next stage. |
lastActionTime* | Datetime | This date/time field will populate with the last OmniOut import timestamp |
Add contacts to your campaign individually using SharpenDB2.
Click on “Data”
“Add Row” to add these rows individually.
You can also add records to your new table through CSV import
Tip: Since you’ve done the hard work of setting up your table, we’d recommend adding a contact manually and then exporting the CSV first. That way, you don’t have to worry about accidentally mistyping any column headers and all of your data cleanly maps to your new DB table. To do this, click the export button and then Generate New Report. You’ll then see your requested DB exports below. Select your report and download (not delete).
Configuring OmniOut
To configure OmniOut and link your database, from the Admin section Configuration, select “OmniOut”
Select SharpenDB for the Source of your campaign, and then select the name of your table.
Select a campaign for step two and click “Next”
Select the days of the week, the time zone, and the hours in which the campaign should run. To utilize multiple timezones, follow this article. Timezone Support for OmniOut
Status | Allows you to specify whether you want the campaign to actively look for leads/contacts added to the data source. If enabled, this process will run every 5 minutes. |
Days | The days of the week you'd like the campaign to run.
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Timezone and Time Range | The timezone you want to assign to this campaign. This range determines when the system will pull interactions into the assigned Queue. |
Now is time to build the cadence for your OmniOut Campaign.
All campaign statuses created within your data source will show up in the list of statuses. If a campaign stage or disposition option is missing, head back to Sharpen Tables, add the campaign status, and refresh OmniOut.
Status | All campaign statuses created within your data source will show up here. If a campaign stage or disposition option is missing, head back to Sharpen Tables, make the change, and refresh Omniout. |
Points | Points allow you to weight interactions within the Outbound Queue. Generally, you want later stages of the cadence to take priority over a new, 1st touch point. Otherwise, new prospects to the cadence would make it impossible to work through previous prospects. |
Action
| The action designates the type of interaction presented to the representative. In this case, the first touchpoint is a call, so the action will present a “phone call”. This doesn’t limit the agent from another type of interaction—it just serves as a reminder as they navigate dozens of cadences on different durations. Options for Actions are:
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Edit | Edit Icon – This icon’s abilities are dependent on the type of Action selected.
The script is similar to Q Scripts in that you can surface scripts to the agent specific to the cadence touch point. For example, if you always want a specific voicemail on the 3rd contact, or specific email templates, you can enter them here. |
Delay | Delay/Delay Unit — the amount of time that will pass from the time the interaction enters this status before triggering the interaction in the queue. Typically the first stage of a campaign/cadence would not have a delay. E.g. Call 1 finishes and the cadence transitions to Call 2. A delay of 2 days means that Call 2 will wait two days before populating in the cadence. Note: it is important to select the correct delay unit. If the desire is for a stage to happen 2 hours from now then select 2 hours. Do not select 120 minutes.
Delay Method Dynamic – based one when the system loads the interaction into the cadence. Therefore, it is more true to the cadence. Example: A 10 day cadence would actually take 10 days. Fixed (Recommended) — fixed to rep availability, taking into account Out of Office, weekends, etc. Example: A 10 day cadence could take longer than 10 days. |
End Results/Dispositions | To the right of the Delay method field in the campaign stage there are selection boxes for each end result/disposition. As mentioned in the previous step, if these End Results and Dispositions do not match what you think you’d use, you’ll need to go back to Sharpen Tables. For each end result/disposition, it is necessary to select the next campaign stage for the interaction if that disposition is selected by the agent when completing the interaction associated with this stage. |
In the Link Agents and Sharpen Q Section of the campaign configuration, select the Queue and Calling Method for each agent that should place interactions for this campaign.
Queue | All available queues will display within this drop down. Ensure that you select the appropriate outbound queue for this agent and the campaign you are configuring.
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Calling Method | This determines how you’d like agents to proceed through the campaign. Manual — this is the most common option. This means the agent will be able to read any pertinent information about the call, the click the “Place Call” button Automatic — indicates that when an agent clicks the “Accept” button, the call will be automatically placed. (There is no time to read about the call before dialing). |
Tip: Omniout cannot be used with MyQs. You will need to have a Sharpen Q Configured for agents to use that is accessible by the agents you would like to receive calls.
Agentless Processing: You can send 250 items from Omniout to Logic+ every 5mins. Logic+ will process those 250 items at a rate of 1 every 2 seconds.