Configuring OB Campaign Basic Settings

Name

Enter a name that describes the campaign contents or purpose. It is displayed when listing campaigns in Outbound Management as well as in the end-user application. This field is mandatory.

Notes

Enter additional information. To display this information for outbound campaign agents as well in the end-user application, you must add {CAMPAIGNREMARKS} in a question in the script. See Creating Scripts.

Import Error

If any errors occurred during the campaign data import, this field displays them. You cannot modify this field.

Import Status

This field displays the details of the campaign data import. You cannot modify this field.

Dialer

Choose the dialer for the campaign. For Sinch Contact Pro cloud, supported dialers are Queue Dialer and Campaign Dialer. .

Dialer Notes

If the dialer finds any problems in campaign configuration or execution, this field displays the error message. You cannot modify this field.

Dialing Mode

Choose the dialing mode:

• Preview

  In this mode agents can view the customer data before making the call. By default, there is no time limit for viewing the customer information before the call. During the preview and wrap-up the phone line is not busy.

• Progressive

  After the agent has wrapped up a call, the software chooses a new customer automatically and makes the call immediately. The agent gets no preview time.

• Predictive

  The software makes calls automatically. When a customer answers the call, it is immediately connected to a free agent. Predictive calls are first connected to a queue from which they are then allocated to agents.

To define the time limit for preview, see Configuring Outbound Campaign User Interface Settings.

Queue

Choose the queue to which the campaign is added. This is needed because outbound reporting data must be connected to a queue. Outbound campaign calls are direct calls and do not go through Contact Center queues.

You can also select an inbound call queue, see Receiving Outbound Calls from Inbound Queues.

Visible A Number

Choose which number is displayed for customers as the agent’s number during the campaign. If the number is not defined, the number of an agent is displayed.

To use calling line identification restriction (CLIR), choose Unknown Number.

Custom IVR Number

Optionally; enter the number of the IVR to which campaign calls will be connected when answered.