Inbound Campaign

An inbound campaign manages and handles incoming customer interactions. These interactions can come through various channels such as phone calls, chats, and social media messages. Agents who are trained and configured to handle inbound calls can be assigned to this campaign. The objective of an inbound campaign is to provide efficient and effective customer service by promptly answering and addressing customer inquiries and concerns.

Creating Inbound Campaigns

Follow the instructions below to create an Inbound campaign in your Cloud Agent account. Additionally, refer to the video tutorial for more insights on managing inbound campaigns.

On the campaigns page, Click Create Campaign on the top right corner to create a new Campaign.

A pop-up opens to select the campaign type to be created, select the Inbound Campaign, and click Continue to proceed further.

Fill in all the campaign information needed in the fields. The campaign needs to be associated with a skill. The description of all the fields follows in the below table.

Inbound Campaign General Fields

Basic Settings

FieldDescription
Campaign Name (required)The name of the Inbound Campaign.
Campaign Type (required)Inbound
Sub Admin AssignedList of the sub-admins who can access this campaign.
DID (required)Telephony number mapped to the Inbound Campaign. This is the number that the customers dial for this Campaign.

General Information

FieldDescription
IVR FlowsSelect the IVR flow needed for the campaign from the dropdown.
Hit ScreenPop URI at1. Client-side: If this is configured, the Caller Number / Campaign Name / Skill Name is passed to the Agent browser side so that the data appears as an IFrame.

2. Server Side: The caller details are passed to the CRM Server if this is configured. The data is captured in CRM access logs. This is typically used by Agents / Clients who are not logged into the browser but can still access CRM data. Generally used in Offline Campaigns which allow the data to be accessed by CRM, during the call.

3. Client-side On Busy: This is similar to Client-Side, but, CloudAgent sends the ScreenPop only when the agent becomes BUSY. (i.e., only when he is On Call). So, the IFrame on the agent screen is opened only when the agent is on Call. i.e., the Client is BUSY.

4. Client and Server: CloudAgent hits the ScreenPop URL to both the Client Side & Server side of CRM. IFrame is also opened and Access logs of CRM will get the data in the backend, #1 & #2.

5. Plugin: This is used for the integration of ZOHO CRM. At this point, we use the ScreenPop URL field = ZOHO.
URL to PushThis field is used to specify the URL where callback details will be sent. For detailed information on configuring the Callback URL, please refer to the Callback URL configuration article.
ScreenPopURLThis is the URL provided by the CRM vendor to fetch the data from the CRM system and show it as an IFrame on the agent screen. For detailed information on configuring the ScreenPopURL, refer to the Screen Pop Config article.
Call PrefixCaller IDs prefix code (Eg: +91, 0, ..)
Dispositions (required)List of Disposition codes available to the agent for this Campaign. This is used to tag a call to a specific type such as a service call or inquiry call etc.
Disposition Type (required)These options refer to different ways that a disposition, or outcome, can be assigned to a call.

1. None: If this option is selected no disposition is tagged to the call.

2. API: This option indicates that the disposition will be assigned through an application programming interface (API).

3. Toolbar: This option is widely used. If this option is selected a pop-up will be opened to fill the call summary.
Wrap-up Time (In Seconds)This is the time in seconds available to the agent for after-call work. Value 0 (zero) means an infinite time for the agent.
Block NumberA "Blocked Number" option in a campaign refers to a feature that allows you to prevent certain phone numbers from being called. If the "Block Number" option is selected, the system will check the list of blocked numbers before making a call. If the number being called is on the blocked list, the call will not be made. This can be useful for preventing calls to numbers that have previously requested not to be called, or to numbers that have been flagged as spam or fraud.
Block Number GroupThis group can be created and managed by the user or administrator. The "Block Number Group" is a named list of phone numbers that have been designated as blocked numbers. Once a group is created, it can be easily referenced by name when setting up a campaign. This feature allows for greater flexibility and ease of management when it comes to blocking numbers.
Daily Outbound Limit per NumberSpecify the numerical value to set the maximum dialing attempts for a number in a day within the campaign. This works only when the campaign is set to Allowed for Manual dial.
Music Files1. On Hold
2. On Transfer

The provided video tutorial facilitates a better grasp of the screen pop settings and their configuration within a campaign.

Campaign settings

  • Offline Mode: This feature allows agents to continue working on the campaign even when they are not logged in to the CloudAgent account.
  • ACW for Unanswered Call: Check this box if you want the Agent to wrap up Unanswered calls. With this box checked, Agents will go to ACW State even for unanswered calls. By default, this box is unchecked.
  • Allow Manual Dialing: This feature allows the agents to make manual calls.
  • Apply DID masking: This feature enables the masking of DID (Direct Inward Dialing) numbers - providing an enhanced level of privacy and security.
  • Agent to Agent calling: This feature permits agents within a contact center to place direct calls to each other. To activate this function, ensure that the "Allow Internal Calling for Agents" setting is enabled in your account. For more information on the setting, refer to the admin settings page.
  • Apply DNC Regulation: This feature enables the monitoring of customers' time zones to determine the appropriate calling times for each customer. This ensures that customers are contacted at suitable hours, respecting their local time and adhering to DNC regulations.

Skills:

Skills allow administrators to categorize agents based on their specific expertise or capabilities. By defining skills, administrators can assign campaigns to specific groups of agents, ensuring that the right resources are being used for the right campaign.

In the Skills section, add the list of Skills available to the agent for this Campaign.

Script:

Here in the Script section, add a description of the campaign. This could be an overview of the campaign's purpose, goals, target audience, or any other relevant details, which could help the team members understand the campaign's key aspects

After filling in all the campaign information, Click Save to Commit the changes or Cancel to Discard the changes.

Once the Inbound Campaign is saved, Administrator has to click on the Start/Stop button to start the Inbound Campaign. When the campaign is first created, it is typically in a stopped state and must be manually started by an administrator. This allows the administrator to make any necessary adjustments or preparations before starting the campaign. See the below figure for an example.

Once the Administrator starts the Inbound Campaign, the position changes from “READY” to “RUNNING.” An administrator can stop the Inbound Campaign by clicking the same button.