• The campaigns allows to define different agent groups for manage a particular activity.

Example: Sales, Collections, Client Assistance, and more.

• You can create multiple campaigns for all uContact channels and telephony.

Definition of the direction for the campaign: Must specify the type of the campaign.

there have two possibilities:

• Inbound - Allows take calls.
• Outbound - Allows make calls.

To create our inbound campaign we must specify:

• Name of the campaign.
• DID* (telephone number) associated with the campaign for identification purposes.

• Schedule
  Defines the specific time for the campaign, the default time is M to F from 09:00 to 17:59. 

  • To add another schedule you must select the week days and hour time From and To in 24 hours format.
  • After that press the '+' icon, our set is added to the list below and make click in Save button.
  • To delete a schedule just select it from the list and press the '-' icon and make click in Save button.

• All other fields will be loaded by default with the necessary information for a right operation.

Email: Campaigns email.

Music on Hold: Name of the type of music on hold (default: default)

Timeout: How much time the agent's phone rings.

Retry: How long to wait before trying again to all members.

Wrapup: Time not to send another call after hanging up, allows the agent to finish what he is doing (ex. data entry).

Max : Maximum number of people waiting in the campaign line (0 for no limit).

Service Level: Threshold to calculate service level. The answered inside the service level in seconds.

Weight: Weight of the campaign, priority.

Member Delay: Waiting time that the Agent has before being able to speak to the client or listen to an advertisement.

Context: Context so that if something is typed while being in the campaign, to go to this last one.

Announce Frequency: How often, in seconds, the audio indicated in Periodic Announce is reproduced (0 is off). Time is taken from the beginning of the audio. For ex.: 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 be shorter than the announce time).

Periodic Announce: name of audio to be played from time to time during the wait. It uses the parameter "Announce frequency" to reproduce.

Thresholds

This section allows you to set thresholds for monitoring the campaign, including:

• Service level (Ex. 40-80 percentage):
  • First range Red (Ex. 0-40), second Yellow (Ex. 40.80), third Green (Ex. > 80).
• Abandon rate  (Ex. 20-60 percentage):
  
  • First range Green (Ex. 0-20), second Yellow (Ex. 20-60), third Red (Ex. > 60).
• Call and no call time  (Ex. 60-180-300 time in seconds):
  
  • First range without alert (Ex. 0-60 seconds), second range, yellow phone (Ex. calls between 60 and 180 seconds of duration), third range, red phone (Ex. > 180 seconds).
  • If the agent does not answer any call in more that X seconds a Warning in red will appear (Ex. > 300 seconds without a call). 
• ACD (Ex. amount 3-6)
  • Until the first value, the ACD will be green, between the same will be Yellow, Red for higher values.
• Breaks: (Ex 300-400-100-200)
  • Every break the system has, should have a maximum limit in seconds, otherwise in the alert column will appear the break icon in red indicating that the agent is past time.

Record: Whether record or not incoming calls to the inbound campaigns.

Auto-Answer: If checked, calls entering through this campaign will be automatically answered, not letting the agent take his/her time to answer.

Strategy 

•  ringall: Ring to everyone until one answers.
•  leastrecent: Ring at that time was called over from the last time.
•  fewestcalls: Which has fewer calls answered.
•  random: Random.
•  rrmemory: Round robin (circular) with memory.
•  linear: Ring in order.
•  wrandom: Random but used as a weight penalty, skills.

Round Seconds: Round seconds in 0, 5, 10, 15, 20 or 30 for report to the caller.

Join Empty

Comma separated list of:

• paused: Members are considered unavailable if they are paused.
• penalty: Members are considered unavailable if their penalties are less than QUEUE_MAX_PENALTY.
• inuse: Members are considered unavailable if their device status is In Use.
• ringing: Members are considered unavailable if their device status is Ringing.
• unavailable: Applies primarily to agent channels; if the agent is not logged in but is a member of the queue it is considered unavailable.
• invalid: Members are considered unavailable if their device status is Invalid. This is typically an error condition.
• unknown: Members are considered unavailable if device status is unknown.
• wrap-up: Members are considered unavailable if they are currently in the wrap up time after the completion of a call.

Leave When empty: leave if the campaign is empty.

Out of time: Message reproduced when the campaign is out of time.

Quality: Multiple quality models can be adjudicated here.

Properties

• Report Hold Time: Whether the hold time of the agents 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 with 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 its possible 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 position of the client in queue.
  

  Announce Hold: If the hold time is announced or not to the client.
  

  Virtual Hold: When the client is in queue waiting to be attended and he/she decides to end the call, this one remains under "virtual hold". Later in, when "virtually" is the clients turn, an automatic callback is made to her/him. (Happens with abandoned calls)

Breaks

Personalized breaks are defined for the campaign, these breaks will be seen by all the agents associated with it.

• Enter name of the break.
• Press '+' to add the break (the break is added to the list).
• Select a break of the list and press '-' to remove it

Voicemail: When this box is checked, the campaign gets a voicemail assigned to it with the 4 digit number the user must write. Voicemail detaills can be found in Voicemail

To create our inbound campaign we must specify:

• Name of the campaign.
• DID* (telephone number) associated with the campaign for identification purposes.
• Dial String: Provider used on the outgoing calls that are dialed manually.

• Schedule
  

  Defines the specific time for the campaign, the default time is M to F from 09:00 to 17:59. 

  • To add another schedule you must select the week days and hour time From and To in 24 hours format.
  • After that press the '+' icon, our set is added to the list below and make click in Save button.
  • To delete a schedule just select it from the list and press the '-' icon and make click in Save button.

All other fields will be loaded by default with the necessary information for a right operation.

Email: Campaigns email.

Wrapup: Time not to send another call after hanging up, allows the agent to finish what he is doing (ex. data entry).

Service Level: Threshold to calculate service level. The answered inside the service level in seconds.

Quality: Multiple quality models can be adjudicated here.

Thresholds

This section allows you to set thresholds for monitoring the campaign, including:

• Service level (Ex. 40-80 percentage):
  • First range Red (Ex. 0-40), second Yellow (Ex. 40.80), third Green (Ex. > 80).
• Abandon rate  (Ex. 20-60 percentage):
  
  • First range Green (Ex. 0-20), second Yellow (Ex. 20-60), third Red (Ex. > 60).
• Call and no call time  (Ex. 60-180-300 time in seconds):
  
  • First range without alert (Ex. 0-60 seconds), second range, yellow phone (Ex. calls between 60 and 180 seconds of duration), third range, red phone (Ex. > 180 seconds).
  • If the agent does not answer any call in more that X seconds a Warning in red will appear (Ex. > 300 seconds without a call). 
• ACD (Ex. amount 3-6)
  • Until the first value, the ACD will be green, between the same will be Yellow, Red for higher values.
• Breaks: (Ex 300-400-100-200)
  • Every break the system has, should have a maximum limit in seconds, otherwise in the alert column will appear the break icon in red indicating that the agent is past time.

Record: Whether record or not incoming calls to the inbound campaigns.

Now our campaign it's ready to take and make calls.

It depends of the focus for the campaign if it's necessary to modify the next fields:

• Form: Here you can define the Form that is going to be displayed when an Agent is talking to a client (as a pop-up). Read more about Forms.
• Audio: If our campaign will be Inbound we can define different audios.
  
  • Welcome - Welcome message that the clients listens to when contacting the campaign.
  • Out of hours: Message reproduced when the campaign is out of hours.
    
    • To these cases we have the Voicemail checkbox. When is activated a voicemail is assigned to the campaign.
    • In the displayed box you must enter the voicemail number. See more in the Voicemail section.

*DID

• If the DID is shorter than 5 numbers, Flow modifications are necessary. Otherwise, you can contact to Integra Suport.
• Every DID corresponds to one campaign.
• You will have more than one phone number for a campaign joining them with the ampersand (&)
• If you want the same DID for multiple campaigns, Flow modifications are necessary. Otherwise you can contact to Integra Suport.

Functionality when multiple campaigns selection:

• When selecting multiple campaigns, all agents that belongs to those campaigns 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 deleted, it will be deleted from all those selected campaigns.

Displays the extensions assigned to the selected campaign,

Allows to remove from the campaign one or a group of agents by selecting them and pressing Remove.

By clicking the engine icon to the right side of the agent's picture, the Penalty Modal is shown.

To less penalty more interactions the agent will take.

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• Penalty: value between 0 and 100 to indicate the agent skill, for a less penalty higher skill.

23578408;campaign

To delete contacts that are in a common company or campaign, just select the campaign or company and click on the red button.

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This will remove all numbers from the DNCR of the selected campaign or company.

example1@domain1.com;EmailCampaign
example2@domain1.com;EmailCampaign;;;
example3@domain1.com;EmailCampaign;Company;Joib title;Name

To delete contacts that are in a common company or campaign, just selevct the campaign or company and click on the red button.

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This will remove all numbers from the DNCR of the selected campaign or company.

To remove an email from every campaign, the campaign must be selected and the email must be placed. Then press the Delete button.

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Another way is by searching the email on the list next to this section, and then press the Delete button.

The Email Blacklist allows to manage those emails that get messages as Spam.

Every time a client gets an email from an Email Dialer campaign, exclusively, an Unsubscribe button will be on the message as an option to stop receiving emails.

From the moment the client clicks on it, the user email will appear on this sections list, indicating its email address and the campaign's name that sent the email.

The user won't get more emails from his campaign while being on this list.