FAQs

What phone number format do you support in a contact list?

We support multiple phone number formats. The phone number format has to be configured before using it in the campaign. You cannot have more than 1 phone number format for a campaign. Following are the supported formats.

• Phone number is prefixed with + sign and country code i.e. +(country code) (phone number)
  Example: USA : +14081231234 ; UK: +441234123123 ; Ireland : +35312341234
• Phone number is prefixed with country dialing code i.e. (country code) (phone number)
  Example: USA : 14081231234 ; UK : 441234123123 ; Ireland : 35312341234
• Phone numbers is prefixed with neither + sign nor country code i.e. (phone number)
  Example: USA : 4081231234 ; UK : 1234123123 ; Ireland : 12341234
• Phone numbers is prefixed with zero i.e. '0 (phone number)
  Example: USA : 04081231234 ; UK : 01234123123 ; Ireland : 012341234

How many contact lists can be configured for a campaign?

There is no limit on the number of contacts list you can configure to a campaign. To avoid failures, make sure the contact has correct headers as the field mappings.

When would the contact list expire? Can we re-configure the expired contact list?

A contact list expires based on the "Expiry days" configured in the contact list source node in campaign creation screen. The maximum value you can configure is 31 days. Once the contact list is expired, you cannot reconfigure it.

Do you scrub the contact lists against the US National DNC (NDNC) or US State-level DNCs?

No, Webex Campaign cannot currently scrub your contact lists against the US National DNC (NDNC) or US State-level DNCs. Please make sure your contact lists have already been scrubbed against the relevant national and state DNC registries. However, you can upload your corporate or department-level DNC lists under the Administration menu and then associate one or more of these uploaded DNC lists with specific campaigns. Webex Campaign will then scrub contact lists within that campaign against the associated DNC lists.

For a contact, is it possible to configure the preferred phone number as a landline instead of a mobile number?

A landline number can be marked as a preferred phone number for the entire contact list. It is not possible to configure for an individual contact basis.

How many headers can we have in a contact list?

We have successfully tested using 200 headers in a contact list. We recommend you to adhere to this limit. IT may work for more than 200 headers also, however we have not tested and may impact the overall user experience.

Can a campaign be shared across multiple user groups?

No, you cannot share a campaign created in a user group with other user groups.

Can a stopped campaign be restarted?

No, you cannot restart a stopped campaign. A paused campaign can be resumed. If you need to amend something in the campaign, we recommend you pause the campaign and resume it as needed.

What are the requirements for a campaign name?

A campaign name must follow these rules:

Maximum length: 64 characters

Allowed characters:

• Alphabets (A–Z, a–z)
• Numbers (0–9)
• Underscores (_)

Not allowed:

• Spaces
• Special characters (e.g., !, @, #, $, etc.)

How many active campaigns can a tenant run at the same time?

A tenant can run up to 100 simultaneous active campaigns at any given time.

How long are generated reports retained?

Generated reports are retained for 90 days. After that, reports older than 90 days are automatically deleted by the system.

What timezone is used in the reports?

Reports always display timestamps in the system timezone, which may not match the tenant’s timezone.
The system timezone automatically adjusts for Daylight Saving Time, if applicable in your region.

In what formats are reports available?

Summary reports: These reports are available in Excel format (.xlsx) only.

Transaction reports These reports are available in CSV format (.csv) only.