Video campaign


Video campaigns are inbound campaigns that allow your call center to receive video calls from your clients. To add a video campaign, you need to go through the Inbound Campaign wizard:

 

1. Inbound Campaign - type

In the first step of the wizard, you need to select a campaign type. Select Video Campaign, then click next.

step_1b.png

 

2. Inbound Campaign - basic information

Fill in the campaign basic information:

  • Name - type the campaign desired name
  • Acceptable Waiting Time for Callers - Define, in seconds, the amount of time that is reasonable for a caller to wait until is call is answered by an Agent. This parameter will affect the Service Level calculation.
  • On Hold Music - Define the music that is played when an Agent puts a call On Hold. You can:
    • Create a text to speech, by clicking in Text To Speech. A dialog will pop up where you can type you message and select the used voice.
    • Upload an audio message by clicking in Upload. A dialog will pop up where you can browse and add a .MP3/.WAV file.
    • Also, you can leave the default audio message.

      You can always preview the audio clip, by clicking in Play.

    • Background image - add a background image to be displayed when you put a caller on hold. Click Upload Image to browse for an image. Find your image and click Open to add the image as your background image.
  • Service priority - Select from the drop-down, the priority of this campaign.

3. Phone Number (DDI) - direct dial-in

Add a Phone Number to your inbound campaign. To do it:

  1. Click in  under Phone Number (DDI). A dialog will open.
  2. The dialog window will display the available Phone Numbers:

  3. Click to add the desired number to your campaign.
  4. The wizard will now be updated with the selected phone number. If you want an Outgoing Number repeat these steps in the Outgoing Number field. 
  5. Click next to proceed.

4. Agent Script - script & wrapup

Configure the Agent Script and Wrap Up time, then click next:

  • Agent WrapUp Timeout - Define, in seconds, the amount of time that an agent have to perform post call activities, before being ready to take a new call.
  • Screen Pop Application - Select, the type of Agent Scrip you want to have. If you want a CRM application, you can select between Sugar CRM, Microsoft Dynamics, or Collab's Customer Interaction Hub.
    • Custom URL - If you selected Custom URL in the Screen Pop Application you can edit the URL that will automatically open in the Agent Script area of OneAgentWeb.

5. Schedule - campaign work schedule

Here you can schedule the working hours of your campaign. Depending on your time zone you might have exception days and weekends predefined.  To change the schedule of your campaign configure the following and then click next:

  • Select the from field and type the desired hour, from which you want your campaign to be available.
  • Select the to field and type the desired hour, from which you campaign will not be available.
  • If you want a 24h campaign, check All day.

6. Off-Schedule Actions - off-work action

Define the action to be performed when someone calls outside of your working hours. Select one of the following, an then, click next:

  • Deliver - Select if you want to deliver the calls to someone within your organization. To select to whom the calls will be delivered just click . A dialog will open where you can insert manually or search for a contact from your numbers. To add the number as the deliver number and close the dialog, click .
  • Reject - Select to reject the calls outside working hours. In the next step you configure a rejection message to your callers.

7. Schedule Messages - audio messages

Upload or write a greeting message in both In-Schedule and Off-schedule hours. To do it:

  • Create a text to speech, by clicking in Text To Speech. A dialog will pop up where you can type you message and select the used voice.
  • Upload an audio message by clicking in Upload. A dialog will pop up where you can browse and add a .MP3/.WAV file.

    You can always preview the audio clip, by clicking in Play.

  • Background image - add a background image to be displayed when you put a caller on hold. Click Upload Image to browse for an image. Find your image and click Open to add the image as your background image.

8. Business Outcome - associate outcomes

Add or assign business outcomes to your campaign. All the existing business outcomes will be listed in Available.

  • Assigning Business Outcomes - to assign business outcomes, select the desired Business Outcomes from Available and drag and drop them in Assigned.
  • Adding a Business Outcome -  to add a business outcome, click . A dialog will open:

    • Fill in the name of the new Business Outcome
    • Check for a success Business Outcome, or leave it unchecked for unsuccessful business outcome
    • Click +add


The business outcome will be added to the assigned business outcomes immediately and will be available for all other campaigns.

9. Agents - associate agents

Associate agents to the campaign. To do it, drag and drop the desired agents from Available to Assigned

10. Teams - associate teams

Associate teams to the campaign. To do it, drag and drop the desired teams from Available to Assigned.

11. Blocked Lists - associate blocked lists

Associate blocked lists to the campaign. To do it, drag and drop the desired blocked lists from Available to Assigned.

12. Confirmation

Confirm all the configurations and click submit to add the campaign.


Tip: Integrate a Click-To-Interact Widget in your website and create a easier way for your customers to contact you. To know more about it, click here.
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