An outbound campaign is a proactive initiative where agents make outbound contacts to customers or prospects with a specific purpose or objective. Unlike inbound campaigns that focus on handling incoming interactions, outbound campaigns involve initiating outbound interactions through various channels such as phone calls, SMS, or social media messages.

Creating Outbound Campaigns

Follow the instructions below to create an Outbound campaign. Additionally, refer to the video tutorial for more insights on dialers of an outbound campaign and managing outbound campaigns.

Click Create Campaign and choose the Outbound Campaign option to create a new outbound campaign.

The campaign information requires completion. The details for each field are outlined in the table below.

Basic Settings

General Information

Call Recording

Record settings for outbound calls provide additional options for customizing how calls are recorded, catering specifically to Preview, Progressive, and Manual campaigns. Admin can configure recording preferences to include one of three options:

1. Record the call in Full: Records the entire call, including the ringing tone and the conversation.
2. Record only the conversation: Records only the conversation portion of the call, starting when the agent and customer are connected.
3. Do not record outbound calls: No recording is done for outbound calls.

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Note: This feature supports calls made from Agent Manual Dial API (refer) as well.

Advanced Re-Tries

The advanced retries feature enables administrators to set up various retry attempts based on call statuses & dispositions. Please be aware that this option is accessible solely while editing campaigns.

Now, let's delve into the fields related to the retry configuration functionality. You can also go through the quick video tutorial for reference.

1. Retry Configuration

Prioritize Schedule Retries: Priority will be given to contacts that haven't been reached, and they will be the first to be attempted after the scheduled retry attempts.

2. Retry Conditions

The retry conditions lets you decide when to retry based on call outcomes. You can easily manage them using "OR" and "AND" operators.

OR Logic: With "OR," a retry happens if either the call status or disposition matches the given condition.

AND Logic: With "AND," a retry only occurs when both the call status and disposition match the given condition.

Specify retry intervals for each scenario, determining the number of retry attempts and intervals to align with your campaign's requirements.

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.
• DND Mode: "DND" stands for "Do Not Disturb" mode. The DND feature allows agents to make calls to customers who are in the DND mode.
• 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 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. (Refer here to configure the same for inbound campaigns)
• Apply DID masking:
  • When DID masking is enabled, the customer receives calls from any of the DIDs mapped to the account.
  • The agent, however, will receive calls only from the primary DID.

Work Hours Schedule

• This feature allows you to set specific time ranges for the campaign to run each day.
• You can apply the same time slots across different days of the week.
• If this feature is enabled for your account, the Run Time option will be disabled by default.

For more understanding of the work hours configuration, please watch the video:

Skills:

Skills enable administrators to categorize agents according to their unique expertise and capabilities. By defining these skills, administrators can allocate campaigns to particular agent groups, guaranteeing optimal resource utilization for each campaign.

Within the 'Skills' section, you can input the list of available skills for agents involved in this specific campaign.

Use for Skill Transfers

Agents can perform a skill transfer internally. Admins can set up certain skills that are dedicated solely to skill transfers. This means that when an agent needs to transfer a call to another agent with a particular expertise, they can do so efficiently using these pre-configured skills.

• The Use for Skill transfer option in the Skills section allows you to configure specific skills exclusively for use during skill transfers from the agent toolbar. When agents initiate a skill transfer, they will only see the skills that have been pre-configured in the "Transfer Skill" field.

  

• This feature is available for all types of campaigns (except Chat campaigns).

• On the agent toolbar, the process remains unchanged. The “skill transfer” dropdown will still appear as skill but will be limited to the configured skills.

Script:

Within the Script section, include a campaign description that provides an overview of its objectives, purpose, target audience, and other pertinent information to enhance team understanding of the campaign's essential elements.

Once all campaign details have been entered, select 'Save' to commit the changes or 'Cancel' to discard any modifications.

Data

This section provides the status of campaign data. The following information is displayed:

• 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 Status
• Dialer Status