To define a new campaign:
To define properties for a campaign:
|General Properties (Required)|
|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.|
|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.
|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.|
Note: On initiating a campaign, you cannot modify properties of the campaign.
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:
For Timeout Action, select the Dial Call option.
Timeout action allows the system:
Note: By default, the No action option is selected.
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