CrestApps Omnichannel Management (CRM)

Feature Name	Omnichannel Management
Feature ID	CrestApps.OrchardCore.Omnichannel.Managements
Headless feature ID	CrestApps.OrchardCore.Omnichannel.Activities

Provides way to manage Omnichannel Contacts.

The screencast below enables Omnichannel Management, opens the Management area from the Interaction Center menu, and adds a couple of dispositions (activity outcomes) to the CRM catalog.

The module ships as two features. CrestApps.OrchardCore.Omnichannel.Activities is the headless half: contact, subject, campaign, and activity catalogs, their stores and managers, the content parts and indexes, the migrations, the permissions, and the subject-disposition endpoint. CrestApps.OrchardCore.Omnichannel.Managements adds the CRM administration experience on top of it - the screens, display drivers, and admin menus described below - and enabling it brings the headless feature with it.

The split exists so that a headless consumer of the activity model can depend on the work-item data without dragging an administration experience into a tenant that serves no user interface.

Overview

The CrestApps.OrchardCore.Omnichannel.Managements module is a lightweight Customer Relationship Management (CRM) experience built on Orchard Core.

It provides the admin tools you need to manage contacts, define subject-level flows, group work under campaigns, and run activity-driven processes (manual or automated) across channels such as SMS, email, and phone.

Core concepts

Contact

A Contact is any content item that has OmnichannelContactPart attached.

This lets you model customers/leads however you want (name, phone, email, account fields, custom fields, etc.).

Subject ("the nature of the interaction")

A Subject is any content type that has OmnichannelSubjectPart attached.

Subjects are used to describe the nature of the interaction and to define the data you want agents (human or AI) to capture during the interaction. You can add any fields, parts, or custom data to the subject.

Disposition

A Disposition is the outcome of an activity (e.g. Completed, FollowUp, DoNotCall, Scheduled, Sold).

Dispositions are a key building block for controlling what happens next via subject actions. Disposition names are unique and become fixed after creation so subject-flow mappings stay stable.

Campaign

A Campaign is now used primarily for reporting, grouping, and business outcome tracking.

Campaigns no longer define the interaction type, channel, channel endpoint, or disposition-driven flow logic. Those settings now live on the subject flow so different subjects inside the same campaign can behave differently.

Subject Flow

A Subject Flow defines how a content type with OmnichannelSubjectPart behaves. The stable configuration of a subject now lives in the content-type part settings of OmnichannelSubjectPart, edited from the standard Orchard Core content type editor (the same place you attach the part), following the pattern used by parts such as TitlePart. There is no separate configure screen; volatile per-run values (campaign, channel, channel endpoint, and interaction type) are chosen when an activity batch is loaded.

The base part settings store:

• the direction (Outbound or Inbound), defaulting to Outbound for new subjects
• the interaction type (Manual or Automated) — only shown for inbound subjects
• the communication channel — only shown for inbound subjects
• the channel endpoint used for automated inbound work
• the default campaign association used for reporting and grouping
• whether a disposition is required to complete an activity for the subject

For outbound subjects the interaction type and channel are resolved at load time, so those fields are hidden in the editor to keep the configuration focused. The disposition-driven subject actions are still managed separately from the Manage Flow screen.

Default campaign is not a per-run value. It is applied directly to activities that are created outside an activity batch — manually created activities, inbound activities, and activities moved to this subject by the Change Subject bulk action — and it is the fallback an activity batch uses when it does not choose its own campaign. Campaigns remain grouping and reporting metadata only.

Require a disposition is enabled by default because the disposition is what triggers the subject flow actions such as retrying, creating a follow-up activity, or updating communication preferences. Clear it only for fire-and-forget notification subjects, such as a one-way SMS alert, where the contact never responds and there is no outcome to record.

When the AI feature is enabled, a second part-settings editor adds an AI configuration card with AI-specific settings for:

• the chat AI profile, filtered to profiles with Add initial prompt enabled
• the subject goal
• AI update permissions for the contact and subject
• phone automation defaults for speech-to-text deployment, text-to-speech deployment, and voice
• SMS automation controls such as no-response timeout, response delay, and opt-out keywords

The editor progressively discloses these fields so only the relevant ones are visible:

Subject configuration	AI settings shown
Outbound	None — the AI configuration card is hidden. Outbound AI configuration is part of the inventory-load process and is controlled by the Automatic source rather than the subject
Inbound + Manual	None — the whole AI card is hidden because an inbound manual subject is always handled by an agent
Inbound + Automated + Phone	AI profile, subject goal, AI permissions, and voice call automation
Inbound + Automated + SMS	AI profile, subject goal, AI permissions, and SMS automation

The visibility is applied when the editor loads and updated live as you change the direction, interaction type, or channel. Hidden fields keep their stored values, so switching direction back and forth never discards configuration.

Activity batches carry only the AI profile per run for outbound automated work loaded through the Automatic source; the profile selector appears in the Inventory load settings card directly under the campaign. Speech-to-text, text-to-speech, and voice fall back to the subject flow and then the global AI site settings.

Subject Action

A Subject Action links a disposition to an action type and defines what happens when an activity is completed with that disposition for a given subject type.

Each subject can have multiple actions per disposition, and each action has its own parameters.

Available action types:

Type	Description
Finish	Completes the task. No additional actions are taken.
Try Again	Creates a retry activity with the same details and an incremented attempt count. Configurable parameters include max attempts, urgency level, owner assignment, and default schedule hours.
New Activity	Creates a brand new activity, optionally targeting a different subject type. The new activity resolves its campaign, interaction type, and channel settings from the target subject flow and supports configurable owner assignment.

Actions that create follow-up activities expose an Assignment type:

• Same owner assigns the follow-up activity to the user who completes the current activity.
• Specific owner displays a required user selector and assigns the follow-up activity to that selected user.

Communication preferences: Every action type can optionally set Do-Not-Call, Do-Not-SMS, Do-Not-Email, and Do-Not-Chat flags on the contact when executed.

Activity

An Activity is a task to be completed for a contact.

• Manual activity: A user completes the activity in the UI, adds notes, and selects a disposition.
• Automated activity: An AI agent completes the activity through the configured channel.

When an activity is completed, the user selects a disposition and is shown a preview of the subject actions that will execute. Actions that create follow-up activities allow the user to adjust the schedule date and, optionally, enter Preparation notes for each result. A preparation note becomes the follow-up activity's instructions, giving the next agent context before they start the work.

Editing an already completed activity does not re-run workflow logic. Administrators can correct the saved disposition or notes without creating retry or follow-up activities.

Load Inventory

A Load Inventory definition stores filters to find contacts and then loads activities in the background.

The loader runs as a background process to avoid overloading the system and to allow loading large inventory sets safely.

The Load Inventory list is ordered by creation date with the newest inventory loads first, so a load you just created appears at the top. The list is paged and supports the standard admin bulk-selection controls (the header checkbox selects every row on the page).

Dialer profile selection is an optional integration supplied through the Omnichannel-owned IActivityDialerContributor contract. Omnichannel Management remains independently activatable when no dialer contributor is enabled; in that configuration, dialer profile choices are unavailable and non-dialer inventory management continues to work normally.

Loading Automated SMS Activities with an AI Profile

When you choose the Automatic source for an inventory load, the batch can dispatch work through a channel processor (such as SMS) and drive each conversation with an AI profile. The AI profile selector on the inventory-load form lists only Chat profiles that have Add initial prompt enabled, because the initial prompt is what starts the automated conversation.

To load automated SMS activities:

1. Enable the SMS Omnichannel Automation feature so the SMS channel processor is available.
2. Create an AI profile (type Chat) with Add initial prompt enabled and an initial prompt written for your outreach.
3. In Interaction Center → Channel Endpoints, add an SMS endpoint for the number you send from.
4. In Load Inventory, click Add Inventory Load → Automatic, then select the subject, the AI profile, the SMS channel, the SMS channel endpoint, and the contact type.
5. Save the load, then open its Actions → Load batch menu to generate the activities in the background.

The screencast below creates an automatic SMS inventory load for the New Customer - Welcome subject powered by the SMS Outreach Assistant profile, then loads the batch to generate the automated activities.

Getting started (recommended order)

1) Enable required features

In Orchard Core Admin:

1. Go to Tools → Features.
2. Enable:
   • Omnichannel
   • Omnichannel Management
   • (Optional) SMS Omnichannel Automation if you want AI/SMS automation

2) Create your Contact content type

1. Go to Content → Content Definition → Content Types.
2. Create a new content type (e.g. Contact).
3. Attach OmnichannelContactPart.
4. Add any fields/parts you need (phone number, email, lead status, custom fields, etc.).
5. Create/import contact items.

Typically a single contact content type is all you need for the CRM record that represents your customer or contact. You can create more than one when you want to manage different kinds of contacts separately (for example, Customer versus Employee). The content type can carry any parts and fields your business needs, so model it around the data your agents capture.

The screencast below creates a Contact type, attaches OmnichannelContactPart, and then logs a new lead with a time zone and a cell phone number:

If you use the built-in PhoneNumberInfoPart, the Number field is a PhoneField (from CrestApps.OrchardCore.ContentFields) that stores the phone number in E.164 format alongside the ISO country code, so the correct country flag is always displayed when the field is edited again.

When a content type includes OmnichannelContactPart, the module now enforces two code-controlled omnichannel surfaces:

• OmnichannelContactPart stores the contact-level communication compliance flags (DoNotCall, DoNotSms, DoNotEmail, DoNotChat) and their UTC timestamps.
• A fixed ContactMethods bag part is added automatically and reserved for ContactMethod stereotype items so imports, exports, indexing, and activity-batch loading always read phone numbers and email addresses from a known location.

Do not rename or replace the ContactMethods bag in custom definitions. Instead, add or extend content types with the ContactMethod stereotype (such as EmailAddress and PhoneNumber) so they can be stored there consistently.

The management feature depends on OrchardCore.Flows so the enforced ContactMethods bag renders with the standard Orchard bag editor when you edit a contact content item. The bag is injected during Orchard's content-type definition build pipeline, so content types that attach OmnichannelContactPart always materialize with the named ContactMethods bag even when the stored type definition does not yet include it.

OmnichannelContactPart also includes configurable part settings in the content-type editor:

• Require time zone is enabled by default and forces editors to choose a lead time zone before the contact can be saved.
• Use Do not call is enabled by default and controls whether the contact editor shows the Do not call preference.
• Use Do not SMS, Use Do not chat, and Use Do not email are disabled by default and can be enabled individually when that contact type should track those communication preferences.

Import and export contact methods

Omnichannel contact imports and exports integrate with Content Transfer.

• exports write the first available contact-method entries to Email, Cell Phone, and Phone workbook columns
• exports also write DoNotCall, DoNotCallUtc, DoNotSms, DoNotSmsUtc, DoNotEmail, DoNotEmailUtc, DoNotChat, and DoNotChatUtc
• imports can recreate those values as contact-method content items inside the ContactMethods bag
• imports and exports include TimeZoneId, and imports can infer that IANA time zone from the normalized phone number when the file does not provide one explicitly
• imports can populate the same DNC/compliance columns directly onto OmnichannelContactPart
• duplicate filtering can ignore rows that repeat a previously imported phone number, while still allowing updates when the imported row already targets the owning ContentItemId
• when a row targets an existing ContentItemId, the imported column values overwrite the mapped omnichannel fields on the new latest version of that content item
• do-not-call filtering can skip rows whose phone numbers are registered on one or more configured registries
• imports can normalize national-format phone numbers to E.164 by using the selected lead country before duplicate checks, before DNC registry lookups run, and before contact-method storage runs
• channel endpoints now normalize valid phone numbers to Orchard Core's international +<country code><number> format before saving, so SMS and phone campaigns compare the same canonical value
• contact publish and update operations now keep the omnichannel contact indexes in sync automatically Use Settings -> Content Import to enforce DNC checks globally for imports, and use Settings -> DNC Registries to configure provider access for registries such as USA FTC Registry and Canada LNNTE-DNCL Registry. See DNC Registry for setup details, credential requirements, and extension guidance.

When the import file is not already using E.164 phone numbers, select the default country represented by that file in the import UI. Files for content types with OmnichannelContactPart should contain leads from one country per file unless every phone number is already expressed in E.164. The picker mirrors the Local DNC country list, shows each option as Country (+calling code), and is required before the import can start so phone normalization always has region context.

The screencast below shows both directions. It first exports the existing contacts as a CSV workbook through the Export panel (choose the CSV format and the Contact type, then Export Data), then imports a batch of new leads through Content -> Import -> Contact. During import it selects the lead country, enables Ignore duplicate by phone number, and turns on Ignore numbers on national do-not-call registries with the Local Do Not Call Registry selected, so any lead whose phone number is already on the DNC list is scrubbed automatically before contacts are created.

3) Create your Subject content type

1. Go to Content → Content Definition → Content Types.
2. Create a new content type or edit an existing one.
3. Attach OmnichannelSubjectPart to mark the content type as an Omnichannel subject.
4. Add any fields or parts you want the agent to capture during the interaction.

A subject is just a content type marked with OmnichannelSubjectPart. Create one subject per interaction goal, such as Lead Generation for outbound prospecting. You can create additional subjects for other stages of the customer journey, for example Lead Generation - 30 day follow-up and New Customer - Welcome.

The screencast below creates a Lead Generation subject and opens its flow settings:

The former OmnichannelSubject stereotype is no longer recognized. Existing subject content types must remove that stereotype and attach OmnichannelSubjectPart.

Because subject content items are authored and completed through the omnichannel subject flow rather than the standard content workflow, the default content editor action buttons Orchard Core injects (Publish, Save Draft, and Preview) are automatically hidden on the editor of any content type that has OmnichannelSubjectPart attached. This applies as soon as the part is attached and is reverted automatically when the part is detached, without any placement configuration.

4) Create Dispositions

1. Go to Interaction Center → Management → Dispositions.
2. Create dispositions that represent outcomes (e.g. Follow up, Not interested, Sold).
3. After a disposition is created, you can still change its description, but its name remains read-only.

For a lead-conversion story, create outcomes such as No answer, Call back, Follow up 30 days, Lead won, and Do not call. The screencast below adds all five:

5) Create Campaign Groups and Campaigns

1. Optionally go to Interaction Center → Management → Campaign Groups and create a name and description for a reporting group.
2. Go to Interaction Center → Management → Campaigns.
3. Create the campaign name and description and optionally select its campaign group.
4. Save the campaign.

Campaign groups let reporting users combine multiple related campaigns without changing activity execution. Activities continue to store the campaign identifier, and reports resolve the campaign's current group when they run. Moving a campaign to another group therefore changes the group used for historical aggregation.

6) Configure Subject Flows

Subject flow configuration lives on the OmnichannelSubjectPart content-type part settings, so you edit it from the content type editor. The Interaction Center → Management → Subject Flows list gives you a read-only overview and shortcuts.

1. Go to Interaction Center → Management → Subject Flows and review the content types that attach OmnichannelSubjectPart. Each subject shows a badge for its configured direction (Outbound or Inbound). Automated subjects additionally show an Automated badge and the channel being used.
2. To change the configuration, click Edit Content Type (shown when you have permission to edit content type definitions). This opens the Orchard Core content type editor for the subject. Alternatively, click Edit Settings to jump straight to the OmnichannelSubjectPart settings editor. On that part settings screen the Azure AI Search and Elasticsearch index settings that Orchard Core injects into every part editor are hidden, because indexing for omnichannel subjects is managed automatically.
3. In the OmnichannelSubjectPart settings, select the direction. New subjects default to Outbound.
4. For Inbound subjects, select the interaction type and channel; automated inbound subjects also require a channel endpoint. For Outbound subjects these fields are hidden because they are resolved when inventory is loaded.
5. Optionally set the default campaign, which is applied to activities created outside an activity batch and used as the batch fallback. Leave Require a disposition enabled unless the subject is a fire-and-forget notification with no outcome to record.
6. If the AI feature is enabled, the AI settings editor exposes the AI profile, subject goal, update permissions, speech-to-text deployment, text-to-speech deployment, voice, no-response timeout, response delay, and opt-out keyword fields. Only the fields that apply to the selected direction, interaction type, and channel are shown. Leaving a speech selection empty uses the global AI site setting when the automated conversation starts.
7. Save the content type.

Any content type with OmnichannelSubjectPart is a valid subject. The per-run campaign, channel, and channel endpoint used by each activity are chosen when an activity batch is loaded, so a subject does not need every field set on its part settings before it can be used.

7) Manage Flow

From the Subject Flows list, click Manage Flow next to a subject.

1. Click Add Action.
2. Select an action type (Finish, Try Again, or New Activity).
3. Choose a disposition and configure the action parameters. For Try Again and New Activity, choose Same owner or Specific owner.
4. Repeat to add multiple actions per disposition or for different dispositions.

Example setup:

Disposition	Action Type	Notes
Follow up	Try Again	Max 3 attempts, schedule 24 hours later
Not interested	Finish	Sets Do-Not-Call flag on contact
Sold	New Activity	Creates a new activity that targets the Onboarding subject
Sold	Finish	Completes the current workflow

Subjects without any actions show a Missing flow badge in the Subject Flows list so you can find incomplete setups quickly.

The screencast below walks through a complete lead-generation flow. It assigns the Spring Lead Drive campaign to the subject, then maps four dispositions to actions that tell the story of converting a lead into a customer of the fictional X Company: No answer retries the call up to three times (Try Again), Follow up 30 days schedules a new activity against the Lead Generation - 30 day follow-up subject 720 hours out (New Activity), Lead won creates a New Customer - Welcome activity 72 hours (3 days) later, and Do not call finishes the interaction while setting the contact's Do-Not-Call preference (Finish).

8) Create and Load Inventory

1. Go to Interaction Center → Management → Load Inventory.
2. Click Add Inventory Load and choose a source:
   • Manual loads activities assigned to the selected users immediately.
   • Automatic loads unassigned activities so the background AI automation processes them.
   • Dialer loads unassigned activities for outbound dialing and requires a dialer profile when the inventory load is created.
3. Create the inventory load:
   • Select contact type
   • Select subject type
   • Select the campaign to use for the loaded activities. The subject's part settings provide the defaults when a value is not chosen.
   • For Automatic loads, optionally select the AI profile just under the campaign. Leaving it empty uses the subject flow profile. The channel endpoint is also shown only for the automatic source.
   • Select the channel to use for the loaded activities. The channel is hidden for the dialer source because dialer loads always use the phone channel.
   • For Dialer inventory loads, select the required dialer profile that controls the dialing mode, queue, and campaign assignment.
   • Assign users when the selected source requires assignment.
   • Optionally set contact created range, phone number, time zone, and last activity filters
4. Click Load.

The screencast below creates a Manual inventory load for the Lead Generation subject, targets the Contact content type on the phone channel, assigns the generated activities to an agent, and loads the call list for the Spring Lead Drive campaign.

The inventory load runs in the background and loads activities incrementally. Each created activity resolves its campaign, channel, channel endpoint, and interaction type from the batch selections, falling back to the subject's part settings. The interaction type is derived from the source: the Automatic source creates Automated activities, while other sources create Manual activities. Manual inventory loads assign each created activity to a selected user. Dialer inventory loads use the phone channel, leave activities unassigned with assignment status Available, and apply the selected dialer profile so the created activities inherit the profile's dialing mode and campaign before dialers reserve them later.

When an automated AI conversation completes, the activity stores the AI session identifier, appends the generated call summary as disposition notes, and applies the AI-selected disposition through the same subject-action lifecycle used by agents. Authorized administrators can open Review AI conversation from the activity actions to inspect the full transcript.

Extending inventory load sources

Inventory loading is extensible. Each inventory load has a source, and the source controls how it resolves and loads activities. There are two layers of extensibility:

1. Registering a source — register sources through ActivityBatchSourceOptions in a feature Startup. Each ActivityBatchSourceEntry provides the display name, description, whether the source requires user assignment, and whether it should appear in the creation picker. Display drivers can add source-specific editor sections.

2. Controlling the load — implement IActivityBatchLoader (from CrestApps.OrchardCore.Omnichannel.Core.Services) to fully own how a source queries leads, applies filters, and creates activities. The loader's Source property must match the registered source. Register the loader as a scoped service:

   services.AddScoped<IActivityBatchLoader, MyCustomActivityBatchLoader>();

When an inventory load is started, the IActivityBatchLoadCoordinator transitions it to the loading state, resolves the loader whose Source matches the selected source, and delegates to it. Sources without a dedicated loader fall back to the built-in DefaultContactActivityBatchLoader, which pages over contacts of the inventory load's contact content type, applies the standard lead filters (created range, phone number, time zone, last completed activity), and creates activities from the subject flow settings. The default loader is not sealed, so a custom loader can inherit from it to reuse the contact-paging pipeline while overriding individual stages. If a loader throws, the coordinator logs the error and returns the inventory load to the New state so it can be retried.

9) Complete Activities

1. Open an activity from the activities list.
2. Review the contact and subject details.
3. Select a disposition from the dropdown.
4. A preview appears showing what actions will execute (for example, Try Again with a schedule date or New Activity targeting another subject).
5. Adjust the schedule dates if needed, and optionally add Preparation notes for any result. A note is stored as the instructions of the follow-up activity it generates.
6. Click Complete to save and execute the subject actions.

The screencast below shows an agent working their assigned queue. The first call is completed with No answer, which triggers the Try Again action: an inline Schedule at calendar and Preparation notes field appear so the agent can override the default next call time and leave a note for the retry. A second lead is completed with Lead won, and the New Activity action automatically schedules a New Customer - Welcome call three days out.

Scheduled activities list

Navigate to Interaction Center -> Activities to review scheduled omnichannel work at Admin/omnichannel/activities.

The scheduled activities list now includes a Time zone filter alongside the existing urgency, subject, channel, and attempt filters so agents can narrow work to leads in call-safe regions. Activity summary rows also display the contact's current local time when a lead time zone is stored, and the tooltip shows the full local date/time plus the IANA time zone id so agents can confirm whether the lead is ahead of or behind their own day before opening or completing the activity.

Users with the Purge activity permission see a Purge button on each scheduled activity in a contact profile. Purging is irreversible, changes the activity status to Purged, records the UTC purge time and current user's identifier and username for auditing, and clears any reservation state while preserving assignment. The same permission is required for the bulk Purge action on the Manage Activities page; every activity in one bulk operation records the same purge time and actor, and Manage activities implies Purge activity.

Phone number search

Phone filters in Load Inventory, Manage Activities, and Content Admin search the primary Cell and Home contact methods.

• Input that does not begin with + is reduced to digits and matched against the national number, so values such as 702499, (702) 499, or 702-499 are accepted.
• Input whose trimmed value begins with + is matched against the E.164 value. The plus sign is a literal format indicator, not a wildcard.
• Contains is the default match mode. Exact match, Begins with, and Ends with are also available in Load Inventory and Manage Activities.

Content Admin evaluates the displayed content version. Load Inventory uses published or latest contact values according to Only published leads, while Manage Activities uses the latest saved contact values.

The shared contact index stores primary Cell and Home numbers as national digits for national searches, while the corresponding normalized values remain in E.164 format.

Content Admin supports these named search terms:

Term	Match behavior	Example
phone:	Contains	phone:702499
phone-exact:	Exact match	phone-exact:7024993350
phone-starts:	Begins with	phone-starts:+1702
phone-ends:	Ends with	phone-ends:3350

National-number searches can match contacts from more than one country. Use a leading + when the country calling code must be part of the search.

Inbound activities

When a customer initiates contact, an agent logs a completed activity against the contact instead of scheduling outbound work. Inbound logging requires at least one subject whose flow uses the Inbound direction.

The screencast below walks through a complete inbound scenario for a call center. It first creates an Inbound subject content type and configures its flow with the Inbound direction on the Phone channel (a basic flow that does not require a disposition so agents can log a call quickly). Then it simulates a customer calling in: the agent searches Content Items with phone:7025556666, finds the matching contact, opens the contact's Activities page, chooses Inbound from the Add Activity menu, selects the Inbound subject, adds a note about the call, and logs the completed activity.

Sometimes an inbound caller is not in the system yet. The screencast below shows that variation: the agent searches Content Items with phone:7025559999, gets no match, creates a new Contact content item for the caller (capturing their name, time zone, and phone number), and then logs the inbound call under the new contact.

Bulk Activity Management

The Manage Activities page provides a centralized interface for managing active omnichannel inventory across manual, automated, and dialer-oriented activities. It targets editable work states such as NotStarted, Scheduled, Pending, AwaitingAgentResponse, Failed, and Cancelled so managers can clean up, re-route, or reclassify queued work without opening each activity one by one. Historical activities without a subject content type remain manageable and are represented by the generic Activity type instead of failing the page or completion action.

Accessing the page

Navigate to Interaction Center → Management → Manage Activities in the admin menu. This page is available to users with the Manage Activities permission.

Route: Admin/omnichannel/manage-activities

Filters

The filter panel groups fields into Contact filters and Activity filters so managers can narrow the result set quickly. Every filter is rendered with its own label so the purpose of each field stays clear. The phone match-type selector keeps a screen-reader-only label because it sits inside the phone number field group.

The filter card is collapsible and does not stick to the top of the page, which leaves the full viewport available for results. Use the Filters toggle in the card header to expand or collapse the panel. The chosen state is stored in the browser's local storage, so the panel reopens in the same state on the next visit.

Contact Filters

Filter	Type	Description
Contact status	Select	Filter by published or unpublished contacts
Phone number	Text	Search primary Cell and Home numbers using national-number fragments or a leading + for E.164
Phone match type	Select	Contains, exact match, begins with, or ends with
Time zones	Multi-select	Filter by one or more contact time zones
Do not call from	Date	Only include contacts marked as do-not-call on or after this date
Do not call to	Date	Only include contacts marked as do-not-call on or before this date

Activity Filters

Filter	Type	Description
Attempts	Select	Filter by the current attempt number. Values 0 and 1 both mean no attempt, and 2 means the second attempt.
Subject	Select	Filter by subject content type
Channel	Select	Filter by communication channel (Phone, SMS, Email)
Source	Select	Filter by activity source such as Manual, Automatic, Dialer, Preview dial, Power dial, or Progressive dial
Interaction type	Select	Filter by manual versus automated activities
Status	Select	Filter by active editable statuses
Assignment status	Select	Filter by unassigned, available, reserved, assigned, in-progress, or released work
Campaign	Select	Filter by campaign
Assigned to users	User picker	Filter by one or more assigned users
Urgency level	Select	Filter by urgency level (Normal, Low, Medium, High, etc.)
Scheduled from	Date	Filter activities scheduled on or after this date
Scheduled to	Date	Filter activities scheduled on or before this date
Created from	Date	Filter activities created on or after this date
Created to	Date	Filter activities created on or before this date
Limit	Number	Limit the number of records to retrieve

The assigned-user filter is displayed on its own row to make multi-user searches easier to manage, and it searches across all users instead of only agent-role users.

Activity rows display an urgency icon so managers can identify priority visually at a glance.

Bulk Actions

Use the Bulk actions card to choose an action and its scope:

The screencast below shows a manager redistributing queued work: they select the activities, open the Select an action menu (which exposes Assign, Reschedule, Set Urgency Level, Change Subject, and more), reassign the activities to an agent, and execute the bulk action.

• Apply the action to the activities selected on the current page
• Apply the action to all matching activities returned by the current filter

The page also includes a Page size selector so managers can review more than the default number of results at once.

Action	Description
Assign	Assign activities to one or more users. When multiple users are selected, activities are evenly distributed (round-robin).
Reschedule	Set a new scheduled date for all selected activities.
Purge	Change the status of selected activities to Purged. This cannot be undone.
Set Instructions	Set instruction text for all selected activities. Instructions are notes the agent reads before completing the task.
Set Urgency Level	Update the urgency level for all selected activities.
Change Subject	Change the subject content type for all selected activities.
Clear Assignment	Remove the current assignee and clear reservation state so the activity can be re-routed or dialed again.
Change Source	Change the activity source and optionally clear assignment and reservation state. This is useful when reclassifying inventory between manual, automatic, and dialer-style workflows.
Change Dialer Profile	When a dialer contributor feature is available, update the activity campaign and dialer source to match a selected dialer profile. This can also clear assignment and reservation state so the dialer can pick the activity up again.

Use Change Source and Clear Assignment together when you need to convert assigned manual work back into dialer-ready inventory. Use Change Dialer Profile when you want to move selected outbound inventory to a different dialer campaign path without recreating the activities.

Exporting and importing configuration

Omnichannel configuration moves between environments through Orchard Core's standard deployment and recipe pipelines, so a tenant can be provisioned from staging to production without re-entering settings by hand.

Each configurable entity has its own deployment step and a matching recipe step:

Entity	Deployment step (category Omnichannel)	Recipe step name
Dispositions	Omnichannel Dispositions	OmnichannelDisposition
Channel endpoints	Omnichannel Channel Endpoints	OmnichannelChannelEndpoint
Campaign groups	Omnichannel Campaign Groups	OmnichannelCampaignGroup
Campaigns	Omnichannel Campaigns	OmnichannelCampaign
Subject actions	Omnichannel Subject Actions	OmnichannelSubjectAction

To export, open Configuration -> Import/Export -> Deployment Plans, add the Omnichannel steps you need, and execute or download the plan. Each step exports every entry of its type.

On import, entries are matched by their identifier: an entry that already exists is updated in place, and a new entry is created with its original identifier preserved. Because identifiers are preserved, cross-references (for example a campaign that points at a campaign group, or a subject action that points at a disposition) keep working after the import.

When a plan carries several of these steps, order them so that referenced entities import first: dispositions and channel endpoints, then campaign groups, then campaigns, and finally subject actions.

Subject flow configuration is stored on the OmnichannelSubjectPart content-type part settings, so it travels with the content type definition through the standard Content Definition deployment step rather than a dedicated omnichannel step.