Managing campaigns

On Managing Campaigns, you can:

 

Campaigns list

The Managing Campaigns window shows a list of users created, along with the selected information about them:

Campaigns_homepage.png

 

On the Users homepage you can:

 

To edit the information displayed:

  • Click on settings_icon.png to open the settings pop-up:
    Campaigns_settings_popup.png

    On the pop-up:

    • Click on the check box of the information you want displayed.
    • The selected columns have a Settings_pop-up_check.png and are presented on a list on top.
    • The unselected columns have a Settings_pop-up_uncheck.png and are present on a list below.
    • Click SAVE to apply changes.

 

The information available for selection is:

Name  -  Name attributed to the campaign. 
Type  -  The campaign type (inbound or outbound).
Media Type  -  The type of media used in the interaction.
State  -  The campaign current state.
ID  -  The campaign's ID.
Record calls  -  The campaign has recorded calls.
Record screens  -  The campaign has screens recorded.
Priority Routing  -  Campaign priority, setting the priority if the agent has more campaigns at the same time.
Timezone  -  The campaign timezone.
SLA Weight  -  The weight of the Service Level Agreement.
Channels  -  The channels used on the campaign.

 

To refresh the information displayed:

  • Click on Users_REFRESH.png.

 

To filter the information displayed:

  • Click on Users_filter.png.
  • Select a category from the drop-down menu.
  • On the selected category, click on Users_filtericon.png.
  • Select the desired itens.
Note: Click on Users_filternot.png to delete the filter.

 

To broadcast a message:

  • Select the user(s) by clicking on the row's checkbox.
  • On the top right-side of the screen, click on Campaigns_homepage_broadcast.png to delete the user(s).

 

To start a campaign:

  • Click on Users_actions.png on the campaign's row.
  • Click on Start from the drop-down menu.

 

To suspend a campaign:

  • Click on Users_actions.png on the campaign's row.
  • Click on Suspend from the drop-down menu.

 

To delete a campaign:

  • Select the campaign(s) by clicking on the row's checkbox.
  • On the top right-side of the screen, click on Users_delete.png to delete the campaign(s).
                        or
  • Click on Users_actions.png on the campaign's row.
  • Click on Delete from the drop-down menu.

 

To duplicate a campaign:

  • Click on Users_actions.png on the campaign's row.
  •  Click on Duplicate from the drop-down menu.

 

Add Campaign

Add campaign allows you to create a new campaign:

  • Click on Campaigns_createcampaign_button.png to open the Create campaign pop-up:
    Campaigns_createcampaign_popup.png
  • On the Create Campaign pop-up window:
    • Insert the campaign name (mandatory).
    • Insert the campaign description.
    • Select the campaign type, from the drop-down menu (mandatory):
      • Inboud
      • Outbound power
      • Outbound preview
      • Predictive rules
      • IVR
    • Insert the Service Level Agreement weight.
    • Insert the priority routing, setting the priority among campaigns, when the agent has more campaigns.
      Note: By default the value is 0 (higher the value, higher the priority level).
    • Drag an image file or click to upload the image file associated with the user.
    • Click SAVE to save the user information.

  

Edit Campaign

Click on the campaign, on the list, to open the Campaign Profile:

Campaigns_editpage.png

 

Edit campaigns allows you to:

 

Edit campaign information

Click on User_profile_edit.png to open the Edit Campaign pop-up window:
Campaigns_editcampaign_popup.png

  • On the Edit Campaign pop-up window:
    • Insert the campaign name (mandatory).
    • Insert the campaign description.
    • Select the campaign type, from the drop-down menu (mandatory):
      • Inboud
      • Outbound power
      • Outbound preview
      • Predictive rules
      • IVR
    • Insert the Service Level Agreement weight.
    • Insert the priority routing, setting the priority among campaigns, when the agent has more campaigns.
      Note: By default the value is 0 (higher the value, higher the priority level).
    • Select the Timezone, from the drop-down menu.
    • Drag an image file or click to upload the image file associated with the user.
    • Click SAVE to save the user information.

 

Edit campaign profile

Click on Users_actions.png to open the drop-down menu:

Campaigns_p.png

On the drop-down menu you can:

  • Listen In - Eavesdrop to hear an ongoing interaction in real time.
  • Start - Start the service. 
  • Suspend - Suspend an ongoing service. Suspend is only available when the campaign has started.
  • Force Suspend - Suspend, by force, an ongoing service. Force Suspend is only available when the campaign has started.
  • Stop - Stop an ongoing service. Stop is only available when the campaign has started.
  • Duplicate - Duplicate the campaign profile.
  • Delete - Delete the campaign.

 

Edit channel

Click on User_profile_edit.png to open the Edit channel pop-up window:
Campaigns_editchannel.png

  • Click on ADD CHANNEL to open the Add Channel pop-up window:
    Campaigns_createchannel.png
  • On the Add channel pop-up window:
    • Select the channel type to add from the drop down menu:
      • Audio
      • Video
      • IM
      • Email
      • Facebook
      • Twitter
    • Select the phone number from the drop down menu (mandatory).
    • Insert the contact reason.
    • Click ADD to close the add channel popup.
  • Click SAVE to apply changes and close the pop-up window. 
Note: To know more about creating phone numbers, click here.

 

Edit service level agreement

Click on User_profile_edit.png to open the Edit Service Level Agreement pop-up window:

Campaigns_editSLA.png

On the Service Level Agreement pop-up window:

  • Select the SLA Formula from the drop down menu:
    • Formula 1
    • Formula 2
    • Formula 3
  • Select the time window, from the drop-down menu.
  • Insert the target answering time for audio and video interactions.
  • Insert the alert threshold for audio and video interactions.
  • Click SAVE to apply changes and close the pop-up window.

 

Edit members configuration

On the MEMBERS tab you can:

 

Add users

Click on Teams_adduser.png, to open the Users pop-up window:
Campaigns_users.png

On the Add users pop-up window:

  • Select the users from the drop-down menu.
  • Click ADD USERS to apply changes and close the pop-up window. 
  • Click SAVE to apply changes and close the pop-up window.

 

Add teams

Click on User_profile_edit.png, on Teams, to open the Teams pop-up window:
Campaigns_team.png

  • Click on Users_edituseraddteamsbutton.png, to open the Add teams pop-up:
    Campaigns_addteams.png
  • On the Add teams pop-up window:

    • Select the teams from the drop down menu.
    • Click ADD TEAMS to apply changes and close the pop-up window. 
  • Click SAVE to apply changes and close the pop-up window.

 

Edit interactions handling

Click on Interaction Handling, to open the Interactions Handling tab:
Campaigns_interactions_page.png

On the INTERACTIONS HANDLING tab you can:

 

Edit communication settings

Click on User_profile_edit.png, on COMMUNICATION SETTINGS, to open the communication settings pop-up window:
Campaigns_communicationsettings.png

On the pop-up:

  • Select if the communication will have a number presented.
    • If you select to display a number:
      • On the drop-down menu, select a number or if the outgoing calls will be anonimous.
  • Insert the charging number.
  • Select if the campaign will use refer, or not. If refer is active, on a call transfer scenario, the call will be made by the client and not OneContact.
  • Select, on Hold audio file path, the audio file the clients hear while on hold (mandatory).
  • Select, on Hold video file path, the video file the clients see while on hold (mandatory).
  • Select the call baring profile from the drop-down menu.
  • Select if the communication will have an audio prefix.
    • If you select to have an audio prefix:
      • On the drop-down menu, insert the audio prefix (mandatory).
  • Click SAVE to apply changes.
    Note: To know how to create call barring profiles, click here.

 

Edit recording

Click on User_profile_edit.png, on RECORDING, to open the recording settings pop-up window:
Campaigns_recording.png

On the pop-up:

  • Select if, on interactions recordings, the number is presented.
  • Insert the amount of calls to be recorded.
  • Select if calls are recorded only after being answered or fro the moment they enter on queue.
  • Insert the amount of screens to be recorded.
  • Select if agent can see that the interaction is being recorded.
  • Select if calls continue even if recording fails.
  • Click SAVE to apply changes.

 

Edit blocked lists

Click on User_profile_edit.png, on BLOCKED LISTS, to open the blocked lists pop-up window:
Campaigns_blockedlists.png

On the pop-up:

  • Select the blocked lists.
  • Click Add blocked list.
  • Click SAVE to apply changes.

 

Edit pickup & shelf

Click on User_profile_edit.png, on PICKUP & SHELF, to open the pickup & shelf settings pop-up window:
Campaigns_pickup.png

On the pop-up:

  • Insert how long before the interaction (audio & video) is moved from private to public shelf.
  • Insert how long before the interaction (IM) is moved from private to public shelf.
  • Insert how long before the interaction (audio & video) is moved from public shelf to queue.
  • Insert how long before the interaction (IM) is moved from public shelf to queue.
  • Click SAVE to apply changes.
    Note: To know more about creating blocked lists, click here.

 

Edit actions

Click on User_profile_edit.png, on ACTIONS, to open the actions settings pop-up window:
Campaigns_actions.png

On the pop-up:

  • Select if the calls are automatically answered.
    • If you selected that calls are to be automatically answered, insert how long before calls are automatically answered.
  • Select if inbound calls have a time limit to be ansewered by the agent.
    • If you selected that calls have a time limit to be answered, insert how long before calls are disconnected.
  • Select if outbound calls have a time limit to be answered by the client.
    • If you selected that calls have a time limit be answered, insert how long before calls are disconnected.
  • Select if outbound calls have a time limit to be answered by the agent.
    • If you selected that calls have a time limit be answered, insert how long before calls are disconnected.
  • Select if agents are set Not Ready after inactivity time.
    • If you selected agents are set Not Ready after inactivity time, insert how long before agents are set Not Ready.
  • Select if interactions have a maximum duration.
    • If you selected that interactions have a maximum duration, , insert how long before interactions are disconnected.
  • Insert the wrap-up time limit.
  • Select if agents can request wrap-up time.
  • Select if agents have wrap-up time after transfer calls.
  • Click SAVE to apply changes.

 

Edit business outcomes

Click on User_profile_edit.png, on BUSINESS OUTCOMES, to open the business outcomes settings pop-up window:
Campaigns_BusinessOutcomes.png

On the pop-up:

  • Click on the desired business outcomes checkbox.
    • Click SAVE to apply changes.

 

Edit routing settings

Click on Routing, to open the Routing tab:
Campaigns_routing_page.png

On the ROUTING tab you can:

 

Add working schedules

Click on User_profile_edit.png, on working hours, to open the working schedules pop-up window:

Campaigns_WorkingHours.png

On the pop-up:

  • Select a working schedule from the drop-down menu.
  • Click SAVE to apply changes.
Note: To know how to create working schedules, click here.

 

Configure cascades

Click on User_profile_edit.png, on cascades, to open the cascades pop-up window:
Campaigns_routing_cascades.png

On the pop-up:

  • Click on Campaigns_routing_createcascades.png to open the create cascade pop-up window:
    Campaigns_routing_createcascadespopup.png
    On the create cascade pop-up:
    • Insert the cascade name (mandatory).
    • Insert the cascade description.
    • Click SAVE to apply changes.
  • Click on User_profile_edit.png to configure the cascade:
    Campaigns_routing_editcascade.png
    On the Edit cascade pop--up window:
    • Check the teams and sites assigned to the cascade.
    • Click on Campaigns_routing_drag.png to drag and drop the selected team or site to change the teams and sites order.
    • Click SAVE to apply changes.

 

Configure inside working hours

Click on User_profile_edit.png, on Inside working hours, to open the inside working hours pop-up window:
Campaigns_InsideWorkingHours.png

On the pop-up:

  • Select, on Audio welcome announcement, the message clients will hear, from the drop-down menu.
    Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcement, click here.
  • Click on Campaigns_routing_onoff.png if audio welcome message is skipped.
  • Click on Campaigns_routing_preview.png to listen to the selected audio file.
  • Select, on Audio on hold music, the message clients will hear, from the drop-down menu.
    Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcement, click here.
  • Click on Campaigns_routing_preview.png to listen to the selected audio file.
  • Click on ADD OPTION to open the Inside working hours option pop-up window:
    Campaigns_InsideWorkingHoursAdd.png
    • On the Inside working hours option pop-up window:
      • Select a button from the drop-down menu.
      • On Actionselect if the call is delivered or enqueued.
      • If Deliver is selected, on Destination, select a phone number, from the drop-down menu.
      • Click SAVE to apply changes and close the pop-up window.
    • Repeat the process as many times as needed to have all IVR options created.
  • Click on User_profile_deletecampaign.png to delete numbers from the extension's list.
  • Click SAVE to apply changes and close the pop-up window.

 

Configure outside working hours

Click on User_profile_edit.png, on Outside working hours, to open the outside working hours pop-up window:
Campaigns_OutsideWorkingHours.png

On the pop-up:

  • Select, on Audio welcome announcement, the message clients will hear, from the drop-down menu.
    Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcement, click here.
  • Click on Campaigns_routing_onoff.png if audio welcome message is skipped.
  • Click on Campaigns_routing_preview.png to listen to the selected audio file.
  • Select if  calls will be redirected or not.
    • If you select to deliver calls, select the phone number from the drop-down menu.
  • Click SAVE to apply changes.

 

Edit contacts settings

Click on CONTACTS, to open the Contacts tab:
Campaigns_Contact_page.png

On the Users homepage you can:

 

Edit Contacts fields

Click on User_profile_edit.png to open the Contacts fields pop-up window:
Campaigns_Contact_contactsfields.png

On the pop-up:

  • Insert the web service URL.
  • Click on Switch to contact metadata, if you want to change the contacts source.
    • If you click on Switch to contact metadata, a pop-up will require confirmation:
      Campaigns_Contact_metadata.png
      • Click Switch to contact metadata if you really want to change the contacts source.
      • A pop-up will appear:
        Campaigns_Contact_metadata_fields.png
      • On the pop-up window:
        • Click on User_profile_edit.png to edit the Fields.
        • Click on ADD FIELD to open the Field pop-up window:
          Campaigns_Contact_metadata_fieldsadd.png
        • On the pop-up window:
          • Insert the field name.
          • Select the field format, from the drop-down menu.
          • Insert the default value.
          • Select if the field is searchable.
          • Select if the field is mandatory.
          • Click ADD to apply changes.
  • Click SAVE to apply changes.

 

Edit Execution and loading

Click on User_profile_edit.png to open the Execution and loading pop-up window:
Campaigns_Contact_execution.png

On the pop-up:

  • Select the schedule priority:
    • New first or auto reschedule first).
    • Shuffle the contact order or not.
    • Least delayed first or most delayed first.
  • Insert the minimum number of contacts.
  • Insert the time window.
  • Insert the contacts to fetch.
  • Click SAVE to apply changes.

 

Edit Contact rules

Click on User_profile_edit.png to open the Contacts rules pop-up window:
Campaigns_Contact_contactrules.png

On the pop-up:

  • Select the contact rule from the drop down-menu.
  • Select the priority rule from the drop down-menu.
  • Insert the contacts threshold.
  • Insert the preview timeout.
  • Click SAVE to apply changes.

 

Edit agent script

Click on Agent script, to open the Agent script tab:
Campaigns_agentscripts.png

Click on User_profile_edit.png to open the agent script pop-up window:
Campaigns_agentscripts_popup.png

On the pop-up:

  • Select if the agent script is open on call deliver or not.
  • Select if seesions without script are auto closed or not.
  • Select if a new interaction opens the deafult page or a configured page. 
    • If you selected that a new interaction opens a configured page, the pop-up window expands:
      Campaigns_agentscripts_popupexpand.png
    • On the expanded pop-up:
      • Select the CRM application from the drop-down menu.
      • Insert the service URL.
      • Click on ADD FIELD to open the fields configuration pop-up:
        Campaigns_agentscript_add.png
          • On the pop-up:
            • Select a field from the drop-down menu.
            • Insert a parameter name (by default, the selected field will be the displayed name).
            • Click ADD to apply changes.
  • Click SAVE to apply changes and close the pop-up.

 

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