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Freeform Campaign Launch Process for O&R

Srikanth Chinnammagari
Organization
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Freeform Campaign Launch Process for O&R

This knowledge base article outlines the process for launching a Freeform Campaign for Orange and Rockland (O&R).

Overview

Orange and Rockland (O&R) will raise a support ticket requesting the MB team to launch Freeform campaign on their behalf..

Prerequisites

Before you begin, ensure you have the following:

  • Production and QA Database access 
  • External and Internal SFTP access 
  • Postman access 
  • ConEd EONS3 access 
  • Customer list file from the client (.csv format) 
  • Seed/test phone numbers provided by the client

Step 1: Process the List File

There are two ways the client may provide the customer list file:

  • Via Zendesk ticket attachment

  • Via External SFTP upload

1.1 Verify File from External SFTP
If the client uploaded the file through SFTP, verify the file in the following directories.

Production SFTP Path: 
          10.10.3.81 > 10521_61403 > sftpData > ToMB > Freeform

QA SFTP Path: 
          10.10.3.81 > 10521_61402 > sftpData > ToMB > Freeform

1.2 Upload File from Zendesk Ticket
If the client provided the file through a Zendesk ticket:

  1. Download the attachment from Zendesk.

  2. Upload the file to the appropriate external SFTP directory.

Production SFTP Path: 
          10.10.3.81 > 10521_61403 > sftpData > ToMB > Freeform

QA SFTP Path: 
          10.10.3.81 > 10521_61402 > sftpData > ToMB > Freeform

1.3 Verify File Status in Database

  1. Navigate to the appropriate Production or QA database in Workbench. 

  2. Run the following query:
    SELECT * FROM conedoutage.inboundFileStatus ORDER BY createdAt_utc DESC;

Validation
The newly uploaded file should appear with the status: Ready

1.4 Process the File Using Postman API

Procedure

  1. Open the ConEd Workspace in Postman.

  2. Navigate to the following collection path:
    Enterprise Platform > MB APIs > Enterprise File Processing > process-freeform-file

  3. Select the correct environment:
    Production: Coned-Outage-ORU
    QA: Coned-Outage-ORU

  4. Click the Send button.

1.5 Verify File Processing Completion 
Once the API returns a 200 OK response:

Verify Updated File Status

Run the following query again:
SELECT * FROM conedoutage.inboundFileStatus ORDER BY createdAt_utc DESC;

Validation
The file status should change from Ready to: Completed

1.6 Verify Records in Database
Run the following query:
SELECT * FROM conedoutage.freeform_oru;

Validation
Confirm that the customer records have been successfully added to the table.

Note: Once the data is processed, data validation (“dipping”) will occur automatically. An email notification will be sent after dipping is completed.

1.7 Retrieve Output File from Internal SFTP
After receiving the dipping completion email:

  1. Navigate to the internal SFTP path below:
    10.10.6.81 > opt > 10521_61402 > sftpData > ToMB > Freeform

  2. Locate the generated output file.

    Output File Naming Convention:
    YYYYMMDDHHMM_ORU_coned_freeform_output.csv

    Note: Timestamp is based on Pacific Time.

  3. Download and save the file locally.
    This output file will be used later when launching the campaign in EONS3.

1.8 Validate Dipping Results
Verify that the output file contains the additional column:
message channel

The column should contain dipping results for each phone number, such as:

  • Voice

  • Cellular

Step 2: Launch the Campaign in EONS3

2.1 Log In to EONS3  

  1. Log in to EONS3.

  2. Under Active Division, select:
    ORU Internal - Coned (CON)

2.2 Set Up Templates

Procedure

  1. Navigate to the Templates tab.

  2. Click New Template.

  3. Enter the template name (include the date).

  4. Set visibility to:
    My Division

  5. Select the appropriate template type:

  • SMS 

  • EMAIL 

  • VOICE

2.3 Configure SMS Template

SMS Configuration

  • Select short code:
    678797

  • Enter the message content provided by the client.

  • Send a test message to yourself for validation.

  • Once verified, send the seed message to the client’s phone number.

  • Inform the client that the seed test has been initiated.

2.4 Configure SMS Template

Voice Configuration

  • Select the Voice Talent.

  • Select Caller ID: 18774344100

  • Set retries to: 1

Additional Steps

  1. Click Add Voice Action Items.

  2. Click Add Voice File and upload the .wav file.

  3. Select Answering Machine.

  4. Enable:
    Use the same message for answering machines as for the live calls.

  5. Send a test call to yourself.

  6. Once verified, send the seed test to the client.

2.5 Notify Client for Seed Approval
Update the Zendesk ticket and inform the client that the seed test has been initiated for review and approval.

Step 3: Set Up the Customer List

While waiting for client approval, proceed with customer list setup.  

3.1 Upload the Customer List

Procedure

  1. Navigate to the List tab.

  2. Click New List.

  3. Upload the output file retrieved from Internal SFTP.

3.2 Map the Headers
Map the file fields as follows:

File Column Mapping
Phone Number contact
Message Channel contactType
Account Number Exclude

3.3 Configure List Details

  1. Enter the list name using the campaign name and date.

  2. Set visibility to: My Division

  3. Save the list.

Step 4: Launch the Campaign

While waiting for client approval, proceed with customer list setup.  

Important Note

Launch the campaign only after receiving client approval for the template/seed test.

4.1 Create New Campaign

Procedure

  1. Click New Campaign.

  2. Select the correct customer list.

  3. Click Next.

  4. Select the template.

  5. Click Next.

  6. Enter the campaign name.
    Best Practice: Use the same name as the customer list.

  7. Set visibility to: My Division

  8. Select the scheduled date and time provided by the client.

4.2 Submit Campaign for Approval

  1. Submit the campaign for approval.

  2. Select Override Approval.

  3. Add a comment in the approval pop-up box.

4.3 Notify Client
Inform the client that:

  • The campaign has been successfully launched.

  • A completion report will be provided once the campaign finishes.

Step 5: Send the Completion Report

Once the campaign is completed, provide the completion report to the client.

Procedure

  1. In EONS3, navigate to the Reports tab.

  2. Select the appropriate campaign.

  3. Download the completion report.

  4. Attach the report in the Zendesk ticket response.

  5. Upload the report to the SharePoint folder: Freeform Campaign Reporting Events

     

References & Related Tickets

For internal team use: Reference past KT session, Zendesk ticket, and Confluence page related to this article.

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