Within this section the user will be able to manage the campaigns for all the channels, define the holidays in the system, upload a blacklist and create dispositions for all the campaigns.

Content

1 Holidays
2 Do not call registry
- 2.1 Telephony
- 2.2 Email
3 Dispositions
- 3.1 Dispositions Copy
4 Blended

To enter this section the user must navigate in the side menu to: Administrator → Campaigns

Once there you will see all the available options according to your security group.

First are the campaign settings, they are:

After them we find other configurations that apply to one or more channels, they will be detailed below.

Holidays

Registers holidays for campaigns.

To add a holiday click on a day of the calendar where the next screen will appear.

Fields to fill:

Description: A description of the holiday..

Start time: Start time of the holiday.

End time: End time of the holiday.

Sound: Sound that the event will have.

Campaign: Select as many campaigns as wanted. To select every campaign in the system, choose the * at the end of the list.

Channels: Select as many channels as wanted. To select every channel in the system, choose the * at the end of the list.

Recurrent: The event will repeat manually.

Non recurrent: The event will not repeat.

When clicking on save, the event will be added to the list that appears at the right of the calendar.

Within the list of events, if the pointer on one of the events is placed , it will be highlighted in the calendar.

The recurrent events are displayed with a loop icon next to the event name.

If you want to delete an event , you must point the event that will be deleted and press the cross that appears on the corner.

Do not call registry

This feature allows you to manage DNCR of campaigns by adding or removing specific numbers. These features are detailed below.

Telephony

The do not call registry (DNCR) can add numbers to a campaign in which you do not want to make calls.

Campaign: Campaign name to be changed. You can select all campaigns choosing the *.

Number: Number to add or remove from the list.

Company: Company's name.

Job Position: The person job position in the company.

Name: Employee's name.

File: File containing phone numbers to add.

File format .csv

blacklist.csv

23578408;campaign

23113758;campaign

An example of how the structure must be, can be downloaded.

To add a number to the list, the campaign must be selected, indicate the number and press the Save button.

If you want to upload multiple phones you can upload a file containing the numbers of the files in the format specified above.

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

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

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

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

Email

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.

If the Administrator wants to delete a user from the Spam list, just select this one and its details will appear on the left side of this section. Click on the Delete red button.

Campaign: Campaign name to be changed . You can select all campaigns choosing the *.

Email: Email to add or remove from the list.

Company: Company's name.

Job Position: The person job position in the company.

Username: Employee's name.

File: File containing phone numbers to add.

Apart from this, the Administrator can upload a csv file to add email addresses in a massive way.

The csv file must have the following data per line:

EmailBlacklist.csv

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

Company, Job Title and Name are optional fields

An example of how the structure must be, can be downloaded.

To add an email to the list, the campaign must be selected, indicate the email and press the Save button.

If you want to upload multiple emails you can upload a file containing the emails of the files in the format specified above.

Dispositions

Dispositions are codes or key words working as tags for every call registry, from this, the call center can obtain more efective and quicker results of each management.

If the campaign does not have a disposition configured, the interactions of the campaign will close normally.

At the same time in the Campaigns creation we will see a checkbox that allows the activation of the disposition modal, both for normal campaigns and dialers (in case the campaign has a Survey type form this option must be deactivated)

When we create dispositions for a campaign or voice dialer that has a Survey type Form we can see that at the end of the call, instead of showing the dispositions modal, they will appear at the bottom of the survey and it cannot be saved until completed the disposition fields.

We will also see a button at the bottom-left corner of the survey that allows you to cancel the survey, and when you click on it we will see a confirmation message as it is an irreversible action.

After confirm the cancellation of the survey, the dispositions will be displayed at the bottom of the survey.

Dispositions Copy

Through this functionality the Administrator will be able to copy the Dispositions from one campaign to another, in this way he will not have to manually type all the Dispositions again.

Blended

In the following image we can see the Unified Inbox of an Agent that attends different Omnichannel campaigns.

This Feature is not visible on the screen nor is it configurable, it works for the Omnichannel services and allows the Agent to belong to a variety of campaigns of different channels and interact with all of them without any problems.

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Campaigns - Administration