Managing OB Campaigns

You create, modify, and delete outbound campaigns in the Outbound Management > Campaigns.

Creating and Modifying Campaigns

Choose Add New, and configure the following settings for the campaign:

When you have created the campaign, configured the appropriate settings, and imported customer data, activate it by choosing the right campaign in the campaign list and choosing Start. You can monitor active campaigns in the Campaigns view but there is a specific Outbound (OB) Campaign View in Online Monitoring as well.

Viewing Campaign Data

To display a list of all OB campaigns found in the system, click the Search button without any search settings. To display active campaigns, only, make a search with Status equalling to Active, and so on.


Column	Description
ID	Internal GUID of the campaign in the system.
Name, Notes, Start Date, End Date, Dialing Mode, Time Zone	Campaign settings, see Configuring OB Campaign Basic Settings and Defining Call Schedule.
Status	Displays the campaign status: Active: Agents can join the campaign and call customers. Deleted: The campaign is marked for deleting. Expired: The End Date time defined for the campaign has passed. Expring may happen though the campaign is not Handled. Handled: All customers defined for the campaign have been called. Invalid: Mandatory campaign settings are missing, for example, the dialer has not been defined. Passive: The campaign is either paused, or it has not been activated yet.
Dialer Status	Displays the dialer status: OPEN: Campaign calls are being dialed. EXPIRED: The End Date time defined for the campaign has passed. COMPLETED: All customers defined for the campaign have been called. PASSIVE: The campaign is either paused, or it has not been activated yet. INVALID: Mandatory campaign settings are missing, for example, the dialer has not been defined. SHUTDOWN: CEM Server or its dialing module is being closed down. CLOSING_CAMPAIGN: Campaign is being closed down. SUSPEND: Campaign is temporarily inactive because of its schedule, see Defining Call Schedule.
Dialer Notes	Messages from the dialer.
Total Number	Total number of customers to be called in a campaign. The number appears only after the campaign has been made active.
Handled	Number of customers that have been called and the call result is entered.
Max. Calls	The number of customers that have been called as many times as defined in any of the Number of Redials, Number of Redials for Busy Numbers, Number of Redials for Not-reached Cases, or Number of Redials for Answering Machines. See Configuring Redialing Settings.
Filtered	Number of customers that have been filtered, see Managing Filters.
Not Handled	Number of customers that have not been called yet (who are not Handled, Max. Calls, or Filtered).
Registered	Date and time when the campaign has been created.
Logged On	Number of agents currently logged on to the campaign.

Functional Buttons

To enable other functional buttons in addition to Add New above the list, select one of the campaigns. Then click the button to perform the action described in the table below.


Button	Description
Add New	Opens a view to enter campaign data, see Configuring OB Campaign Basic Settings. Adding a new campaign adds a row to the list of campaigns with the status Passive.
Copy	Copies the selected campaign settings and customers. To copy also the rights defined in the original campaign, select the Rights checkbox.
Split Campaign	Divide a campaign into smaller campaigns, for example, when a large number of customers must be handled by different teams. Select the campaign. Click Split Campaign. Enter a number between 1 and 100 to create as many new campaigns. Value 1 copies the original campaign. Click OK. The campaigns are divided into the defined number of campaigns of equal size (equal number of customers). Customers are placed in new campaigns randomly, you cannot select or prioritize them. The original campaign remains as it is, new campaigns are named as the original campaign with the addition / [number]. Note: To be able to split a campaign, you must have manager rights to the users, user groups or user roles defined in Access Rights of the original campaign. Otherwise the access rights cannot be copied to new campaigns.
Delete	Marks the campaign as Deleted. The campaign is actually deleted as defined in the System Services > Batch Job Server Settings > Outbound Campaign Cleaning, typically during the next night. See Configuring Batch Job Server (BJS) Settings. You cannot delete an active campaign, pause it first.
Start	Makes the selected campaign status Active, and enables agents to join it in Communication Desktop (CDT).
Pause	Makes the selected campaign status Paused, during that time agents cannot join or make calls in the campaign.
Refresh	Updates the view.
Customers	Displays a list of customers, or a part of them filtered with a search. To edit the customer information (values of customer attributes), double-click a customer row in the list. For more information, see Editing Customer Data.
Import, Export	Provides shortcuts to corresponding functions in System Tools, see Importing Campaign Data and Exporting Data.