Configuring Multimedia Marketing Tasks

Prerequisites

• The Intelligent Outbound Call, SMS Marketing, Email Marketing, WhatsApp Marketing, and SmartCare features have been enabled for the tenant space.
• To use the care task function, you have contacted the system administrator to add the SmartCare interconnection address on the Call Center > Address Trustlist page.

Procedure

1. (Optional) Sign in to the AICC as a tenant administrator, choose Configuration Center > Expansion and Integration > SmartCare Integration, and configure SmartCare integration information. If the care task function is not required, skip this step.
   Figure 1 Configuring SmartCare integration information
   
   1. SmartCare Interconnection Address: Contact Huawei O&M personnel to obtain the address, and contact the system administrator to add the address to the trustlist on the Call Center > Address Trustlist page.
   2. AppId: Contact Huawei O&M personnel to obtain the value.
   3. AppSecret: Contact Huawei O&M personnel to obtain the value.
   4. Certificate: Contact the system administrator to upload the certificate to Configuration Center > System Management > Certificate.

2. Sign in to the AICC as a tenant administrator and choose Outbound Call > mMarketing.
3. View the created multimedia marketing tasks in the list.
   Figure 2 mMarketing
   

4. Click New. On the Create Multimedia Marketing Task page, configure marketing task information.
   Figure 3 Basic Information
   
   Figure 4 Marketing Policy
   

   Task Type: The options are Marketing and Care. In a care task, an agent needs to call a customer back who intends to make a complaint to pacify the customer and improve customer satisfaction. The SmartCare feature must be enabled for care tasks. Care task data is imported through scheduled tasks in the background. A tenant space can publish only one voice scenario–based care task and one data scenario–based care task.

   The supported media types of multimedia tasks are as follows:

   • SMS: Marketing campaigns are carried out by SMS message. The notification template can be a Huawei Cloud SMS message template or SMS gateway message template.
     • For details about how to configure a marketing notification template, see Configuring Notification Templates as an Administrator.
     • To use an SMS gateway message template, you need to configure a gateway. For details about how to configure a gateway, see Configuring SMS Gateways.
     • By default, the country codes of China and Brazil are available. To add a country code, configure the dictionary value.

       The configuration method is as follows:

       DELETE FROM SYS_DATADICT_ITEM WHERE rel_id = '88001202102081808';
       INSERT INTO SYS_DATADICT_ITEM (rel_id, dict_code, item_code, item_name, be_code, order_no, description, oper_id, oper_time, oper_org_id, ext1, ext2, ext3, ext4, ext5, be_id) VALUES ('88001202102081808', 'CCN.COUNTRY_CODE', '+55', 'Brazil', '101', '2', null, '101', null, '101', null, null, null, null, null, null)
       DELETE FROM SYS_DATADICT_ITEM_LANG WHERE rel_id = '8800120210208180801';
       INSERT INTO SYS_DATADICT_ITEM_LANG (rel_id, item_rel_id, locale, item_name, be_id) VALUES ('8800120210208180801', '88001202102081808', 'en_US', 'Brazil', null);
       DELETE FROM SYS_DATADICT_ITEM_LANG WHERE rel_id = '8800120210208180802';
       INSERT INTO SYS_DATADICT_ITEM_LANG (rel_id, item_rel_id, locale, item_name, be_id) VALUES ('8800120210208180802', '88001202102081808', 'en_US', 'Brazil', null);

       In the preceding information, 88001202102081808 is the customized dictionary value ID. 8800120210208180801 and 8800120210208180801 are the customized dictionary internationalization IDs. Brazil, +55, and 2 are the customized country name, country code, and sequence number, respectively.

       After the configuration, restart the SUMApp for the configuration to take effect.

   • Email: Marketing activities are carried out by email.
     • For details about how to configure a marketing notification template, see Configuring Notification Templates as an Administrator.
     • For details about how to configure a gateway, see Configuring SMS Gateways.
   • WhatsApp
     • For details about how to configure the WhatsApp channel, see Configuring the WhatsApp Channel.
     • For details about how to configure a WhatsApp template message, see Managing the Multimedia Library.

5. Click Save. The multimedia marketing task is created successfully.
6. Return to the mMarketing tab page and click Import Data to import data.
7. Return to the mMarketing tab page and click Publish to publish the marketing task.
8. Click to export multimedia marketing tasks. A maximum of 100,000 records can be exported.

Follow-up Procedure

To modify a multimedia marketing task, click Suspend to suspend it.

After the task is suspended, you can perform the following operations:

• Click Edit to modify the multimedia marketing task.
• Click Delete to delete the multimedia marketing task.
• Click Import Data to import data.
• Click View Marketing Result to view the execution result of the multimedia marketing task.