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Remember that to begin with the voice campaign setup, you must first hav=
e your trunk configured.
For more information, see Trunk Configuration.
Content
First, we must specify the type of the campaign.
There are two possibilities:
Inbound =E2=80=94 Allows taking calls.
Outbound =E2=80=94 Allows making calls.
To create a new voice campaign, you must specify:
Name of the campaign.
DID
(telephone number) associated with the campaign for identification purpo= ses.
Dial String: provider used on the outbound calls t= hat are dialed manually.
Only for inbound campaigns.
Schedule
Days of the week and Hours between which the campaign will be available, th=
at is, with agents available to answer calls.
To add a schedule setting:
Select the Days of the week.
Set start and end time for selected days.
Add with the '+' button and our configuration will appear in the list.= p>
To delete a schedule, we simply select it from the list and press the '-= ' button.
The remaining fields will be loaded by default with the necessary inform=
ation for proper operation.
Pressing Save, our campaign will be created, and we will s=
ee it in the list of campaigns on the right of the screen.
Now our campaign, it's ready to take and make calls.
It depends on the focus of the campaign if it's necessary to modify the = following fields.
Here, you can define the Form that is going to be displayed when an Agen= t is talking to a client (as a pop-up). Read more a= bout Forms.
But it can also be a URL, whose format must be:
blank:URL =E2=80=94 In this way, indicating 'blank:' a new tab will open= with the URL after each connected call
URL|Form Name|true =E2=80=94 This way we open the URL in an iframe of uC= ontact, we indicate a name with the first pipe "|" and we enable to close t= he form with the second.
Example
https://www.yourpage.com= |FormName|true =E2=80=94 This will display a URL in a uContact iframe.<= /p>
blank:https://www.yourpa= ge.com =E2=80=94 This will open a browser tab with the indicated URL.= p>
The URL must start with https, if it is only http it is blocked.
URLs should always be entered completely with the https://www
If our campaign is inbound, we can define dif= ferent audios.
Welcome
A welcome message that the clients listens to when contacting the campai= gn.
Out of hours: Message reproduced when the campaign= is out of hours.
In these cases, we have the Voicemail checkbox. When activated, a voicem= ail is assigned to the campaign.
In the displayed box, you must enter the voicemail number.
If the DID is shorter than 5 numbers, Flow= a> modifications are necessary. Otherwise, you can contact Integra Support.
Every DID corresponds to one campaign.
You will have more than one phone number for a campaign, joining them wi= th the ampersand (&)
If you want the same DID for multiple campaigns, Flow modifications are necessary. Otherwise, you can contact&= nbsp;Integra Support.
The CALLERID can have the following format:
PREFIX#CALLERID-RANDINI-RANDFIN
The CALLERID is the only mandatory one.
By placing a prefix before the CALLERID, we indicate that we want to use= it if the number to call has that prefix.
File format with different possibilities:
PREFIX1#CALLERID1-RANDINI-RANDFIN
PREFIX2#CALLERID2
PREFIX2#CALLERID1-RANDINI-RANDFIN
CALLERID3-RANDINI-RANDFIN
CALLERID4
How do you choose the dialer from the destination number?
If there are matching prefixes:
One is chosen at random from among them.
If no matching prefix exists:
It is randomly chosen among the generics. (Required at least one)
In all cases, RANDINI-RANDFIN can be used (they must ha= ve the same length).
This generates a random number within this range and concatenates that n= umber to the chosen callerid.
You can also upload a Caller ID CSV file in the same format as s= hown above.
This also applies for https://integra-scm.atlassian.net/l/c/VpYZtB42
Personalized breaks are defined for the campaign, these breaks will be s= een by all the agents associated with it.
To add a break, Enter the name of the break, Press '+' to add the break = (the break is added to the list).
To delete a break, select it from the list and press '-' to remove it.= p>
When configuring a new campaign of Incoming or Outgoing type, we can fin= d the following parameters:
Email
Campaigns email.
Wrap up
Time not to send another call after hanging up, allows the agent to finish =
what he is doing (ex. data entry).
Service Level
The threshold to calculate service level. The answered inside the serv=
ice level in seconds.
Quality
Multiple quality models can be adjudicated here.
Transfer Campaigns
Campaigns enabled for transfers. If this field is left empty, all voice = campaigns will be enabled.
Thresholds
This section allows you to set thresholds for monitoring the campaign.
Record
Whether record or not incoming calls to the inbound campaigns.
If you want to modify any of the following fields, it is important to un= derstand the concepts and what value you add to your business.
For more information, do not hesitate to consult the following links:
Music on Hold: Name of the type of music on hold&n= bsp;(default: default)
Timeout: How much time the agent's phone rings.
Retry: How long to wait before trying again to all= members.
Max: Maximum number of people waiting in the campa= ign line (0 for no limit).
Weight: Weight of the campaign, priority.
Member Delay: Waiting time that the Agent has befo= re being able to speak to the client or listen to an advertisement.
Context: Context so that if something is typed whi= le being in the campaign, to go to this last one.
Announce Frequency: How often, in seconds, th= e audio indicated in Periodic Announce is reproduced (0 is off). Time is ta= ken from the beginning of the audio. For example: if it indicates 20, then = every 20 seconds the audio will be reproduced, no matter how long this one = is. Take into consideration depending on how long the audio is (it should b= e shorter than the announced time).
Periodic Announce: name of audio to be played from= time to time during the wait. It uses the parameter =E2=80=9CAnnounce= frequency=E2=80=9D to reproduce.
Auto-Answer: If checked, calls entering through th= is campaign will be automatically answered, not letting the agent take his/= her time to answer.
Strategy:
Round Seconds:
Rounds the hold time announcement to the nearest rounding seconds config= ured in this option.
It controls the value to round to when we announce the caller=E2=80=99s = hold time. For example, if the round seconds options is set to 30, instead = of saying =E2=80=9C1 minute and 23 seconds,=E2=80=9D the value would be rou= nded to the nearest 30-second value, which would result in a prompt of =E2= =80=9C1 minute and 30 seconds.
Round seconds in 0, 5, 10, 15, 20, or 30 to report the caller.
Join Empty
Leave When empty: leave if the campaign is empty.<= /p>
Out of time: Message reproduced when the campaign = is out of time.
Voicemail: When this box is checked, the campaign = gets a voicemail assigned to it with the 4-digit number the user must write= . Voicemail details can be found in Voicemail.
Report Hold Time: Whether the hold time of the age= nts needs to be reported or not.
Timeout Restart: If selected to true, the timeout = an agent has to answer the call is restarted if the actual state is BUSY or= CONGESTION. This can be useful if agents are able to cancel a call wi= th reject or similar. Also, when agents return NO ANSWER (ring, no-answer) = this also causes the queue to move to the next agent in a round-robin.
Ring in Use: If it's possibl= e to call an agent that is occupied more than one time.
Announce Time: Every how many seconds the campaign= position is announced or the waiting time (0 is off).
Announce Position: If notify or not the waiting po= sition of the client is in the queue.
Announce Hold: If the hold time is announced or no= t to the client.
Virtual Hold: When the client is in the queue wait= ing to be attended to, and he/she decides to end the call, this one remains= under "virtual hold". Later in, when "virtually" is the client's turn, an = automatic callback is made to her/him. (Happens with abandoned calls)
Now we have to add agents to answer or make calls through the campaign= p>
This screen will show three columns:
In the Campaign column, select one or multiple campaigns to add or remov= e members.
Select one or more agents from the Agents column and press Add.
In Members column you will see the agents in the campaign.
Functionality when multiple campaigns selection
When selecting multiple campaigns, all agents that belong to those campa= igns are shown.
It is possible to add agents to the selected campaigns. The agents must = be selected, and then they will be added by pressing the add button.
In case that the agent that is wanted to be added does not appear on the= Agents table (on the right), it is because he belongs to all the selected = campaigns.
If there are multiple selected campaigns and one of the agents is delete= d, it will be deleted from all those selected campaigns.
Now we are ready to work!
If you want to test the configuration, just call the Campaign number (DI= D) and see uContact works!
As an Administrator, you have already learned how to create and configur= e your voice campaigns, Congratulations!
Now you can see the status of the campaigns, for more information go to = Te= lephony =E2=80=94 Monitoring of Voice Campaigns and Dialers