Outbound Campaign
An Outbound Campaign is a proactive communication strategy where agents initiate interactions with customers or prospects. These campaigns serve specific purposes like sales, reminders, surveys, or feedback collection. Channels used include phone calls, SMS, and 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.
Follow the steps below to create an outbound campaign in CloudAgent:
- Go to the Campaigns page.
- Click Create Campaign.
- Select Outbound Campaign from the campaign type options.
- Fill in the required fields as outlined below.
Basic Settings
Field | Description |
|---|---|
Campaign Name (required) | Name of the Outbound Campaign |
Campaign Type (required) | Select from: Preview, Progressive, IVR, or Predictive. |
Sub Admin Assigned | Assign sub-admins who can manage this campaign. |
DID (required) | Choose a telephony number mapped to the account. |
Dynamic DID | Select multiple DIDs for round-robin dialing. Requires enabling "Dynamic DID for Campaign" in your admin settings (navigate to Admin > Settings > Admin settings).
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Fallback DID | Alternate number used if the primary DID is unavailable.
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Dynamic Fallback DID | Additional fallback numbers dialed when primary DIDs fail. |
Dial method (required) | Choose how dialing is distributed: AgentWise, NonAgentWise, or Skill-wise. |
General Information
Field | Description |
|---|---|
URL to Push | URL where the callback or call outcome details are sent. |
Hit ScreenPop URI at |
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ScreenPopURL | This is the URL provided by the CRM vendor to fetch the data from the CRM system and show it as |
Call Prefix | Country or STD code prefix to prepend to numbers (e.g., +91, 0). |
Disposition Type (required) | Defines how the outcome of a call is captured: None, API, or Toolbar. |
Dispositions | List of disposition codes available to the agent for this Campaign. |
Wrapup Time | Time (in seconds) allowed for agents to complete after-call work (0 = unlimited). |
No. of Tries | Maximum number of attempts per contact. Refer to the 'Advanced Re-Tries' section on the page below for more details. |
ACW for UnAnswered Calls | Enables wrap-up time for calls that were unanswered. |
Block Number | Prevents calling specific numbers or groups. Helpful for compliance or filtering flagged contacts. |
Block Number Group | Name of the blocked numbers group that is created. |
Daily Outbound Limit per Number | Sets a daily cap on how many times a number can be dialed. |
RunTime (required) | Time range during which the campaign is active. (Required unless Work Hours Schedule is used) |
Priority (required) | Priority level for the campaign, used when agents are part of multiple campaigns. (Required) |
Play Disclaimer URL | Optional audio message played when the customer answers the call (.mp3 or .wav format). |
Dial Interval | Time delay between dialing each subsequent contact record. |
Customer Ringing Time (required) | Duration the system allows a customer’s phone to ring before marking as no answer. |
Mapping Name | This field is used to add the headers from an Excel sheet. These headers will be displayed on the agent's screen. You can utilize the provided sample file for upload. The sheet exclusively includes header names, which should be added in Column A. Both .xlsx and .csv formats are supported for uploading the data. "PhoneNumber" is mandatory, and the headers include:
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Upload File | Use this field to upload the data corresponding to the mapping file uploaded in the previous step. Ensure that the file is in Excel format. Add the data directly in rows corresponding to the mapping file. Headers do not need to be included here as they have already been defined in the mapping file. Valid phone number formats: Supported special characters in the "Name" field:
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Music Files |
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Call Recording
Admins can configure how outbound calls are recorded for each campaign. Supported for Preview, Progressive, and Manual dialers.
- Record the call in Full: Records everything, including ringing and conversation.
- Record only the conversation: Records only the agent-customer interaction.
- Do not record outbound calls: Disables call recording.
Note:
This feature supports calls made from Agent Manual Dial API (refer) as well.
Advanced Re-Tries
This feature allows administrators to define retry rules based on call status and disposition. It becomes available while editing an existing campaign.
You can also go through the quick video tutorial for reference.
- Retry Configuration
| Field | Description |
|---|---|
| Max No. of tries per Day | Maximum retry attempts allowed in a day. |
| Max No. of Days to Retry | Total number of days retry attempts will be made for a contact. |
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.
- Retry Conditions
Control when to retry based on Call Status and Disposition, using logical 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: Prioritizes newly added phone numbers for dialing.
- STD Enabled: Automatically adds a prefix (0) before dialing 10-digit numbers.
- DND Mode: Allows calling customers even if they are marked DND (Do Not Disturb).
- ACW for Unanswered Call: Sends agents to After Call Work state even for unanswered calls.
- Dial Customer First: System dials the customer first and connects them to an available agent upon answer.
- Allow Manual Dialing: Enables agents to make manual outbound calls.
- Apply DNC Regulation: Ensures calls are made respecting customer time zones and Do Not Call compliance.
- Apply DID masking:
- Customer receives calls from any of the DIDs mapped to the account.
- Agents always see the primary DID.
Work Hours Schedule
This feature lets you define the specific time windows during which the campaign can run.
- Set daily time slots.
- Apply the same schedule across multiple days.
- When enabled, this overrides the standard Run Time setting.
For more understanding of the work hours configuration, please watch the video:
Skills:
Assigning skills helps route calls to agents based on their expertise. This ensures the right agents handle the right customers for better outcomes.
In the Skills section of the campaign, add the list of agent skills relevant to the campaign.
Use for Skill Transfers
If this option is enabled, the admin can configure a specific list of skills exclusively for skill transfers. When agents choose the Skill Transfer option during a call, only these pre-defined skills will be shown, not all campaign-assigned skills.
This feature is available for all campaign types except Chat.
Script:
Use this section to describe the campaign’s goals, audience, and key talking points. This helps agents stay aligned on messaging and intent.
Once all campaign details have been entered, select 'Save' to commit the changes or 'Cancel' to discard any modifications.
Data
The Data tab provides a snapshot of campaign data uploads and dialing progress. It includes:
- 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
Updated 1 day ago