Create an outbound campaign

Campaigns allow you to set up and run outbound call campaigns. An outbound call campaign is when you define a list of numbers you’d like to contact which are then fed into a queue for agents to call. Administrators can configure campaigns, make changes, and delete or copy a campaign.

Create a new campaign #

1. Click Call Handling > Campaigns on the menu bar
2. To add a new campaign click Add and the New Campaign page will be displayed
3. Enter the mandatory campaign name (up to 100 characters)
4. Enter a brief description (up to 250 characters) if required
5. Select the relevant queue to assign to the campaign from the dropdown list
   • This is the source queue for the campaign and determines the CLI that is used for outbound calls.
6. Enter a priority value to determine the priority of the outbound campaign calls to inbound calls
7. Optionally enter additional information into the Notes section that may be of use to agents
8. To enable the campaign, tick the Campaign Enabled checkbox
9. Select the campaign start and end date
10. To run the campaign daily at specific times during the campaign period, enter the time range in HH:MM format
11. Click Add
12. The campaign will be created

Priority Levels: #

Caller priority levels within a call flow can be set so that some calls are handled quicker than others. This is controlled by the Caller Priority optional (user-configurable) parameter for the Join Queue node. If campaign calls are assigned to the same queue as incoming calls, this parameter allows you to specify whether they are more important or less important than incoming calls.

For example, if the Caller Priority parameter for this queue is set to 5 (which applies to incoming calls only), setting the Priority parameter for campaign calls to 3 (or any other value less than 5) will make incoming calls more important than campaign calls. Consequently, agents for this queue will only carry out campaign calls when they have no incoming calls to handle.

Enable a campaign #

In order for a campaign to become active it will need to be enabled. This is done by clicking the Campaign Enabled checkbox.

Definitions #

• Name: The name of the campaign.
• Description: A brief description of the campaign.
• Queue: The queue (agent group) that is assigned to this campaign. This is the source queue for the campaign and determines the CLI that is used for outbound calls.
• Priority: The priority of campaign calls in relation to incoming calls.
• Notes: Additional information on the campaign that is displayed to agents.
• Campaign Enabled: Whether or not the campaign is enabled.
• Campaign Start/End; The first date on which the campaign starts (automatically) and the date on which it ends.
• Run Daily From…To: The specific times during the campaign period that the campaign is run.