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IVR Campaign

An IVR-based campaign refers to a marketing or communication initiative that utilizes Interactive Voice Response (IVR) technology to interact with customers. IVR is an automated telephony system that allows callers to interact with pre-recorded voice prompts or touch-tone keypad entries.

Creating IVR-Based Campaign

To create an IVR campaign:

  • Go to the Campaigns page.
  • Click Create Campaign.
  • Select Outbound Campaign.
  • Choose Campaign Type: IVR.
  • Complete the required fields as outlined below.

Basic Settings

FieldDescription
Campaign Name (required)Name of the IVR campaign.
Campaign Type (required)Set as IVR
Sub Admin AssignedSub-admins who can access and manage this campaign.
DID (required)Telephony number mapped to the campaign.
IVR Flow (required)Select the IVR flow to be triggered for this campaign.
Max Concurrent Calls (required)Maximum number of simultaneous calls allowed for the campaign.
Fallback DIDBackup number used in case of primary DID failure. Optional but recommended.

General Information

Field

Description

URL to Push

URL to which call or callback details are pushed.

Hit ScreenPop URI at

  • 1. Client-side: Passes caller/campaign details to the agent browser as an iframe.
  • 2. Server Side: Sends details to the CRM server (commonly used in offline or SIP setups).
  • 3. Client-side On Busy: Triggers ScreenPop only when the agent is on a call/busy.
  • 4. Client and Server: Sends data to both client (iframe) and server (CRM logs).
  • 5. Plugin: For Zoho CRM integration. Use "ZOHO" as the ScreenPop URL value.

ScreenPopURL

URL provided by the CRM vendor to display customer data as an iframe on the agent interface.

Call Prefix

Prefix (e.g., +91, 0) added before dialling the number.

Disposition Type (required)

Defines how call outcomes are captured: None, API, or Toolbar.

Dispositions
(required)

List of dispositions agents can select (if agents are involved in the IVR flow).

Wrapup Time (In seconds)

Time (in seconds) available to the agent post-call to complete ACW. Use 0 for unlimited ACW time.

No. of Tries
(required)

Maximum number of attempts allowed per customer number.

ACW for UnAnswered Calls

If enabled, agents will be sent to After Call Work even if the call was not answered. Default is disabled.
By default, this box is unchecked.

Block Number

This is specific to a campaign. Tells whether to consider the blocked call list or not.

Block Number Group

Name of the blocked numbers group that is created.

RunTime (required)

Run time of the campaign.

Priority (required)

This is the priority of the campaign. Useful when a particular agent is involved in multiple campaigns.

Dial Interval

Time interval gap at which the next record is dialed.

Customer Ringing Time (required)

Ringing time of the call to the customer.

Mapping Name
(required)

This field is used to add the header file from your Excel sheet. Click "New” to add a new Header or use an existing Header. This sheet contains only Headers/Column Names. "PhoneNumber” is mandatory.

Column A and rows 1-4 are only to be used.

Upload File

Upload the file along with the header File.

Upload file should be in Excel format only

Valid phone number formats:
040-3056 6821, +(91)-(040)-30566822, +(91)-(40)- 30566816

04030566823, 914030566825, 91 40 30566820

040 3056 6828, +(91)-9989129797, 91-
9908727236, +919490607378 09866008580, 919703331632, 91 9985392390, 9948739989

Music Files

  1. On Hold
  2. On Transfer

Campaign settings

  • Recent First: When enabled, this setting prioritizes recently added phone numbers, ensuring they are dialed first by the system.
  • STD Enabled: When this feature is active, the system automatically dials the numbers with a prefixed 0 (zero) added before the 10-digit phone numbers available in the campaign list.
  • ACW for Unanswered Call: Check this box if you want the Agent to wrap up Un-Answered calls. With this box checked, Agents will go to ACW State even for unanswered calls. By default, this box is unchecked.
  • Dial Customer First: With this feature enabled, the system prioritizes dialing the customer first. If the customer answers the call, the system then proceeds to connect them with an available agent.
  • 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.
  • Dial by holding agent: In Progressive dialing, the system automatically dials customers one by one, placing the agent on hold until a customer answers. This seamless process saves time and boosts productivity, allowing agents to focus solely on live conversations.

Skills:

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.

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

Data

Once the customer record is uploaded to the Campaign, the data status will be displayed in the Data section.

The following information will be available to the Administrators:

  • Phone Number
  • Name
  • Expiry Date ((set during data upload))
  • Date added
  • Date Updated
  • Tried
  • Dialer Count
  • System Expiry (calculated based on advanced retry settings)
  • Attempted Stuatus
  • Dialer Status

Once the IVR Campaign is completed, the position status of the Campaign will be marked as Completed as shown in the following image.

❗️

Port Limit

  • If the concurrent port limit for the account is exceeded, new campaigns cannot be started.

  • An error message will appear as shown below.

Updated about 12 hours ago