Assign audio files to campaigns

During a campaign, an 8x8 Contact Center agent can play pre-recorded audio messages defined for the campaign to ensure a uniform delivery of the campaign message across all campaign calls. If as an 8x8 Contact Center administrator, you have uploaded audio files of pre-recorded messages during Outbound Setup, you can assign those messages to the campaign now using 8x8 Configuration Manager. An agent accepting campaign calls can access and play pre-recorded messages at any point during the call. On reaching a voicemail, an agent can play a pre-recorded message, then immediately switch back to available status, and attend the next interaction.

To assign a pre-recorded message to a campaign:

  1. Log in to 8x8 Configuration Manager.
  2. Go to Campaign > Audio Files.
  3. In the Audio Files pane, select a folder. The voice messages in this folder appear in the list.
  4. Select the voice message you would like to assign to the campaign.
  5. Click Assign above the check boxes.
    A dialog box appears with a message confirming the assignment.
  6. To un-assign an audio file, select the file from the Assigned Audio Files window, and select Un-assign from the menu.
  7. Click Done.

Assigning abandoned messages to campaigns

A campaign call is considered abandoned if a live answered call is not accepted by an agent. Abandoned calls in predictive campaigns need to play a message within two seconds of a live answer for compliance.The message typically should identify the company running the campaign or the company they are calling on behalf of, provide a free or standard cost call back number, and contain no marketing or sales information.

To assign an abandoned message to a campaign:

  1. Go to Campaign > Audio Files.
  2. In the Audio Files pane, select Abandoned Message files. The voice messages in this folder appear in the list.
  3. Select the voice message you would like to assign to the campaign.
  4. Click Assign above the check boxes.
    A dialog box appears with a message confirming the assignment.
  5. To un-assign an audio file, select the file from the Assigned Audio Files window, and select Un-assign from the menu.
  6. Click Done.

Concept Link IconSee Also