Configuring OB Campaign Basic Settings

You must have rights to create campaigns.

You use this procedure to define the general settings, such as name and dialer, for a new campaign.

  1. On the System Configurator main screen, choose Outbound Management > Campaigns.
  2. Choose Add New.
  3. Choose Basics.
  4. Configure the settings according to the following table.

    Field

    Function

    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 on-premise, supported dialers are:
    • for Communication Panel: Queue Dialer and Campaign Dialer
    • for CDT: Preview, Queue Dialer, and Sytel Dialer (if available and configured)
    For more information about dialers, see Managing Dialers..

    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.

    Note: Queue Dialer in predictive mode is not supported in CDT.

    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 when using queue dialer, see Receiving Outbound Calls from Inbound Queues.

    Note: Using the same queue for queue dialer and campaign dialer is not supported nor advised.

    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.

    Note: This option is not supported with Campaign Dialer and only available when the Queue Dialer dialing mode is predictive.
  5. Save your entries.