Managing Outbound Campaigns

You create, modify, and delete outbound campaigns in 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 are specific views for monitoring campaigns in:

Online Monitoring > OB Campaign View
Dashboard > Campaigns

Viewing Campaign Data

To display a list of all outbound 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, Queue	Campaign settings, see Configuring OB Campaign Basic Settings and Defining Call Schedule.
Status	Displays the campaign status: Active: Agents serving the queue will be allocated campaign calls. 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	The number of customers that do not require more call attempts
Max. Calls	The number of customers that have been called as many times as defined in any of the fields 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 out from the campaign and will not be called See Managing Filters.
Not Handled	Number of customers that have not been called yet (who are not Handled, Max. Calls, or Filtered) This number tells you how much of the campaign remains to be completed.
Registered	Date and time when the campaign was created
Logged On	Number of agents currently serving in the campaign

Split a Campaign

To 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.

Copy Customers from Existing Campaigns

To copy Not Handled customers from existing campaigns to a new one:

From the campaign table, select the campaigns from which you want to copy the Not Handled customers.
Click the Copy Customers button.
In the Template Campaign field, select the campaign from which you want to copy campaign settings. If you also want to copy access rights from this campaign, select Copy Access Rights from Template Campaign.
In the Name of New Campaign field, enter a name for the campaign.

If you want to:
- Copy customers that have been filtered out of the original campaign, select Include Filtered Customers
- Copy customers that have been called as many times as redialing settings allow in the campaign, select Include Customers With Max. Calls
Click Copy.

A confirmation popup opens. You'll see the name of your new campaign and the number of customers that will be copied from each selected campaign. In some cases, the number may not be available.
To create the new campaign, click Yes.

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 Campaign	Copies the selected campaign settings and customers. To copy also the rights defined in the original campaign, select the Rights checkbox.
Copy Customers	Copies customers from the selected campaigns to a new campaign. See Copy Customers from Existing Campaigns.
Split Campaign	Divides a campaign into smaller campaigns. See Split a Campaign.
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. First, pause the campaign.
Start	Makes the selected campaign status Active, and enables agents to join it.
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.