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. This could be for outbound sales calls, data capture calls, outreach for customer feedback etc.
There are two main areas to manage your campaigns:
- Campaigns: This is where you set up and manage your campaigns. This is also where you’ll define what numbers should be called as part of the campaign.
- Campaign Progress: This is where you can see the amount of numbers in the call campaign, numbers yet to be called, calls currently in progress, successful calls, calls that failed, calls that were rescheduled and the number of agents that are assigned to this campaign.
How do campaigns work? #
Admins create campaigns by navigating to Call Handling > Campaigns. Each campaign has a start and end date, and times of the day for which the campaign will be active.
When a particular campaign is active, its designated queue gradually receives calls associated with the campaign number. The campaign’s Priority parameter dictates its importance relative to regular inbound calls in the same queue. Upon reaching the front of the queue, the next available agent is alerted and initiates a call to the campaign number.
Throughout this outgoing call, relevant notes for both the campaign and the specific campaign number are presented to the agent. If the call is answered at the destination, it is seamlessly connected to the agent.
The agent manages the campaign call similarly to a standard outbound call, incorporating wrap-up time and the option to schedule a callback. After concluding the campaign call, the destination number remains on the campaign’s list but is labelled as “completed.”
Additional Information: #
All campaign calls are recorded as scheduled calls. If the destination doesn’t answer, the call fails and may be retried. Failure might also occur if queue limits, such as maximum wait time or queue size, are exceeded. In such cases, the campaign call may attempt a retry based on the Queue’s specified callback retry settings, including the number of retries and the interval between retries.
Campaign calls can be recorded.
Administrators and supervisors within a company can set up outbound-dialing campaigns, which includes tasks like importing CSV files containing call lists. Administrators can access information about ongoing campaigns, tracking the status of calls—whether they are complete, in progress, or outstanding.
Companies support user profiles, allowing administrators to assign a “Campaigns” profile to user logins. This profile dictates which campaigns a user can access within the company, with options to either grant visibility to all company campaigns or only specific ones.
Additionally, user logins can be assigned roles, each with a “Campaigns” privilege. This privilege determines whether the user has access to the list of campaigns utilized by the Contact Centre, providing flexibility in controlling campaign-related permissions.
| Note: For information on setting up a campaign please see Managing outbound campaigns. |