How to Set Up an Outbound Campaign

Use

You can create a new campaign in System Configurator and import the customer data, or import data and use an existing campaign’s settings.

Prerequisites

You must have customer data either in a tab-separated text (.txt) file, or in a .csv file that contains at least the fields External ID and Phone 1, and data in these columns.

You must have rights to manage campaigns and import and export data.

Process

Create Campaign

  1. Create the campaign: Go to Outbound Management > Campaigns and click the Add New button. This opens a view in which you need to specify campaign settings. The mandatory parameters in the Basics block for creating a campaign are:

    • Campaign Name
    • Dialer: Communication Panel supports Queue Dialer and Campaign Dialer.
    • Dialing Mode
    • Queue

    Save the campaign.

  2. Import customer data: Go to Outbound Management > Campaigns, search and choose the campaign you created above, and click the Import button. This will open the Import view. Make sure the following settings are correct and start the import:

    • Import = Outbound Campaign

    • Import Type = Import to Existing Campaign

    • Import to Campaign = your campaign

  3. Check that the campaign contains correct customer data. Choose your campaign in Outbound Management > Campaigns view list, and click the Customers button. This will open a campaign customers view and you can execute searches for all, or a set of customers. You can also edit the customer data .

  4. Start the campaign. Choose your campaign in Outbound Management > Campaigns view list, and click the Start button. After a few seconds the status will change to Active. The Dialer Status will change to OPEN, but you need to refresh the view to see the status changes. Agents can now start executing the campaign.

Import Campaign

  1. Go to System Tools > Import and choose the following options for import:

    • Import: Choose Outbound Campaign for the data type.

    • Import Type: Choose Create New Campaign

    • Campaign Name: Enter a new name.

    • If you want to use an existing campaign’s settings, choose that campaign in the field Copy Settings from. Otherwise just save the campaign and define the settings Dialer, Dialing Mode, and Queue later on in the Basics block, and other settings according to your needs.

    Click the Start button, and wait until the import is finished.

  2. You can now check the customer data and start the campaign as above.