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Define Campaign Properties

In the Campaigns page, the Properties tab lets you define characteristics of a new campaign.

To define a new campaign:

To define properties for a campaign:

  1. In the Configuration Menu, click Campaigns.
  2. Click to add a new campaign.
  3. In the Properties tab, select the Enabled check box to enable the campaign.
  4. Enter or select values for the following properties of the new campaign:
    Campaign PropertyDescription
    General Properties (Required)
    • Campaign Name: Enter a campaign name.
    • Queue: Select the outbound queue to which the campaign is directed.
    • Dial Plan: Select one of the default dial plans or a custom dial plan from the drop down list of choices.
    • Caller ID: Select the phone channel number configured for the tenant to be presented as the outbound caller ID, or select Anonymous.
    • CRM Objects: Select a CRM object from the list configured in the Outbound Setup.

      Note: A campaign can extract data from only one CRM object.

    Preview Properties
    • Preview Timeout: Define a time limit for previewing records before accepting a campaign call. You can select the agent's default preview time or enter a desirable preview time.
    • Timeout Action: Allows the system to:

      • Dial Call: To place a call to the previewed party automatically once the preview time elapses.
      • No Action: To allow the agent to start, reject, or skip the call.

        Note: By default, the No action option is selected.

    Start and End Time (Optional)Select Start and End Date and Time values to schedule a campaign. You can specify a start date and an end date. If start date and time is not provided, you must start the campaign manually. If end date is not provided, the campaign stops after processing all the records.
    • Start Date: Specify a date to initiate the campaign.
    • Start Time: Specify a time of the day to initiate the campaign.
    • End Date: Specify a date to end the campaign.
    • End Time: Specify a time to end the campaign.

      Note: A scheduled campaign follows the tenant time zone.

    Daily Call Start & End Time (Optional)Enable and select a daily schedule to further control the time campaign calls are offered to agents daily. This setting ensures the calls are offered based on a default schedule, or a custom schedule, and uses either the area code or the time zone of a destination number.
    For example, if a campaign follows a default schedule with a daily start and end time configured at 9:00 and 17:00, the application initiates calls daily only between 9:00 AM and 5:00 PM. The current time at the destination is computed based on the area code of the destination number or the time zone specified.
    • Enabled: Check to enable the daily call start and end time.
    • Schedule: Select a default schedule, or a custom schedule.
    • Area Code: Select this option to offer calls based on the area code of the outbound phone number.
    • Time Zone: Selecting a time zone from the drop down menu offers calls in the specified time zone. Select from 35 different time zones catering to all over the world.

      Note: Default or custom schedule refers to the schedule specified for the tenant under Home > Schedules.

    Retry Properties (Optional)Define retry attempts for unsuccessful campaign calls. You can define the retry frequency and the maximum number of retry attempts before dropping the number from the call list. 
    When a campaign runs, the disposition action Try Again places retrial calls based on values defined in Retry Properties.
    Auto Update (Optional) Select a CRM field to be updated with transaction code report text or short codes. This data may be used to filter a campaign for further processing.

    Note: The CRM field must be included in the Outbound Setup. You may create a new CRM field to capture the disposition of each attempted campaign call. For each campaign cycle, create a new CRM field to capture the disposition for the cycle. Otherwise, the disposition from the next campaign cycle overwrites the disposition in the current cycle.

    Do not Call (optional)Select a CRM field to be updated with Do not Call disposition information.
  5. Click Save.
    You created a campaign successfully. Optionally, you may assign supervisors, create a search query, label a sort order, and assign pre-recorded messages to the campaign.

    Note: On initiating a campaign, you cannot modify properties of the campaign.

    Autodial Campaign Calls after Preview

    Agents can autodial campaign calls when an agent has spent all the preview time without taking an action. At the end of the preview time if no action is taken, calls are initiated automatically eliminating the need for manual action by the agent. The Virtual Contact Center administrators can enable autodialing for each campaign when an agent’s preview countdown ends. The minimum preview duration is 15 seconds.

    To set up autodial for campaign calls after preview:

    1. Log in to Configuration Manager as an administrator.
    2. Navigate to Campaigns from the menu.
    3. Select to edit a campaign and scroll down to Preview Properties.
    4. For the Preview Timeout (sec), select use Agent Offer Timeout. The default is 15 seconds.

    5. For Timeout Action, select the Dial Call option.

      Timeout action allows the system:

      • Dial Call: To place a call to the previewed party automatically once the preview time elapses.
      • No Action: To allow the agent to start, reject, or skip the call.

        Note: By default, the No action option is selected.

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