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8x8 Support

Why aren't filters working when I load records to a campaign via the API?


Why aren't the configured campaign filters filtering call records that I have loaded directly to a particular campaign?

Applies To

  • 8x8 Contact Center
  • Dynamic Campaigns API


Campaign filters are applied when the campaign is started and pulls call records from the CRM. In essence, the active campaign uses its configured filters to decide which calls to put into its outbound dialing queue to then deliver to agents.

When utilizing the 8x8 Contact Center Dynamic Campaigns API, the call records are loaded directly into a particular campaign, which completely bypasses the normal selection process via the campaign filters. Calls will still follow the disposition actions applied by agents (Do Not Call, Try Again, etc), but the call records loaded by this method will never transverse the individual campaign filters.

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