Call Campaigns
Call Campaigns
On connect calls will be forwarded to a destination (such as sales agents queue)
You can manually add numbers or you can upload a CSV list of numbers to dial, but please note you have to define the campaign before you add numbers.
Name – the name this campaign will have
CallerID – the callerID that will be used when placing outbound calls
Start – date when to start calling
End – date when to start calling
WeekTime condition – outbound calling should be set up according to this condition. This will allow the calling to only go out during the week and not in weekends (because presumably there would be no sales agent to pick up the calls during the weekend).
Dial Timeout – how long to wait for a call to be answered? 0 to use the default (30 seconds) or any other number
On Connect – where should we connect the call once the call is answered? Usually it should be connected to a hunt group or to a queue. It can also be connected to an announcement (For example the system can be used to notify parents that Monday and Tuesday the school district is closed due to inclement weather – in which case the “On Connect” destination would just be a recording because there would be no need to connect the calls to a live agent).
Max Channels – sets up the maximum outbound simultaneous calls - if your organization only has 3 agents then most likely you would set this up to 3 if you want agents to be able to pick up the calls very quickly. If using a queue to prioritize calls, you could also set it to a higher number – considering that the queue can keep the callers on hold for a long time, you could even set this to 3-4 times the number of agents that you have available.
Max Attempts – how many attempts should the system make to dial a phone before considering the number out of service/failed?
Delay between calls – how many seconds should the system wait between dialing numbers?
State –
Ready – where calls are being dialed already
Paused – where call campaign is currently paused.
Uploading or adding phone numbers to our campaign:
Once the new page opens up, you can either click on the “+” icon to manually add a number, or click on “CSV Load” to upload a CSV file:
If uploading, you’ll have multiple parsing options that you can tweak to match the layout/format of your CSV file
If manually adding numbers, please make sure that Disposition is set to “Dialing” , otherwise the numbers might not be dialed (for example, if Disposition is set to “Answered”, system would have no reason to redial that number)
