Configuring Outbound Campaign User Interface Settings

Script

Choose the script to be used in the campaign. Choosing Open allows you to view and modify the script.

For more information about scripts, see Script Management.

Open Script Automatically

Select this option if you want that the script opens automatically when a customer answers a call.

Call Result

Choose the call result for the campaign. Choosing Open allows you to view and modify the call result.

For more information about call results, see Managing Call Results.

Choose Call Result After Script

Select this option if you want that the agent has to define the call result after filling out and saving the script.

Otherwise, saving the script sets the call result to Successful.

Template

Choose the template that defines the contents of customer information. Choosing Open allows you to view and modify the template.

For more information about templates, see Managing Templates.

Call Transfer

Choose the call transfer for the campaign. Choosing Open allows you to view and modify the call transfer list.

For more information about call transfer lists, see Managing Call Transfer Lists

Initial Information

Choose the initial customer information to be displayed. If nothing is chosen, the default definition made in Settings is used. Additionally, to display this information for outbound campaign agents, you must add {INITIALINFO} in a question in the script. See Creating Scripts.

Preview Settings

• Enable Skip Button: Select this option if you want that the Skip button is enabled on the user interface.

• Enable Reject Button: Select this option if you want that the Reject button in CDT or the Exclude button in Communication Panel is enabled.

• Maximum Preview Time: It is possible to define the preview time for campaigns whose dialing mode is preview. The time is shown in a counter. Enter the time in seconds. The value 0 means that the preview ends immediately, and when the value is bigger than 0, the preview ends automatically after the defined time. Agents can also end the defined preview manually. By default, there is no preview time, which means that agents must end the preview manually.

Enable End Wrap-Up Button

Select this option if you want that the End Wrap-Up button is enabled on the user interface. If the button is not in use, the wrap-up ends when the call result is saved.

Allow Three-Way Conference

Select this option if you want the agent to be able to initiate a three-way conference call. In these calls, all participants can hear each other. This setting is only supported with CDT, not Communication Panel.

Record Campaign Calls

Select this option if you want to record campaign calls. This setting is only supported with CDT, not Communication Panel.

Auto-Classification

Select this option if you want to automatically set a call result for unsuccessful campaign calls. The following call results can be classified automatically:

• Busy

• Waiting (queuing) parameter

• Wrong number (not recognized by network)

• No circuit (no outside line available)

• Answering machine (available in certain trunks only)

• No answer (Waiting time defined with campaign Max Ringing Time (s) )

If you choose auto-classification in your campaign, you should also disable Early Media.

Auto-Classification Delay

Define the time that auto-classification information is displayed for an agent, giving an agent a possibility to override auto-classification. After the defined time, the call is automatically classified (for example Busy). Then the system performs the End Wrap-Up function and allocates a new call to the agent.