Voice Campaigns

Remember that to begin with the voice campaign setup, you must first have your trunk configured.
For more information see Trunk Configuration.


Administration

 

First of all Must specify the type of the campaign.

there have two possibilities:

  • Inbound - Allows take calls.

  • Outbound - Allows make calls.

Basic configuration

To create a new voice campaign you 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.

    • Only for inbound campaigns

  • Schedule
    Days of the week and Hours between which the campaign will be available, that 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.

    • 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 information for proper operation.
Pressing Save our campaign will be created and we will see 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 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.

But it can also be a URL, whose format must be:

  • blank:URL - In this way indicating 'blank:' a new tab will open with the URL after each connected call

  • URL|Form Name|true - This way we open the URL in an iframe of uContact, we indicate a name with the first pipe "|" and we enable to close the form with the second.

Example

https://www.yourpage.com|FormName|true - This will display a URL in a uContact iframe.

blank:https://www.yourpage.com - This will open a browser tab with the indicated URL.

The URL must start with https, if it is only http it is blocked.

URLs should always be entered completely with the https://www


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 Support.

  • 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 Support.


Breaks

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

  • To add a break, Enter name of the break, Press '+' to add the break (the break is added to the list).

  • To delete a break, Select it of the list and press '-' to remove it

When configuring a new campaign of Incoming or Outgoing type, we can find the following parameters:

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

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 understand the concepts and what value you add to your business.

For more information do not hesitate to consult the following links:

 


Parameters

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.

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

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.

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

Strategy:

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

Join Empty

Leave When empty: leave if the campaign is empty.

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 detaills can be found in Voicemail.


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)

Members

Now we have to add agents to answer or make calls through the campaign

In this screen will see three columns:

  1. In the Campaign column select one or multiple campaigns to add or remove members.

  2. Select one or more agents from Agents column and press Add.

  3. In Members Column you will see the agents in the campaign.

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.


Let's hands on!

 

Now we are ready to work!

If you want to test the configuration, just call to the Campaign number (DID) and see uContact works!

As Administrator you have already learned how to create and configure your voice campaigns, Congratulations!

Now you can see the status of the campaigns, for more information go to Telephony - Monitoring of Voice Campaigns and Dialers