On Managing Campaigns, you can:

Campaigns list

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

On the Users homepage you can:

To edit the information displayed:

Click on to open the settings pop-up:

On the pop-up:
- Click on the check box of the information you want displayed.
- The selected columns have a and are presented on a list on top.
- The unselected columns have a 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 .

To filter the information displayed:

Click on .
Select a category from the drop-down menu.
On the selected category, click on .
Select the desired itens.

Note: Click on to delete the filter.

To start a campaign:

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

To suspend a campaign:

Click on 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 to delete the campaign(s).
or
Click on on the campaign's row.
Click on Delete from the drop-down menu.

To duplicate a campaign:

Click on 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 to open the Create campaign pop-up:
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
    
    Note: To know more about the outbound campaign types, click here.
- 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:

Edit campaigns allows you to:

Edit campaign information

Click on to open the Edit Campaign pop-up window:

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 to open the drop-down menu:

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 to open the Edit channel pop-up window:

Click on ADD CHANNEL to open the Add Channel pop-up window:
On the Add channel pop-up window:
- Select the channel type to add from the drop down menu:
  - Audio & Video
  - Web
  - Email
  - Facebook
  - Twitter
Note: To know more about channels configuration, click here.
Click SAVE to apply changes and close the pop-up window.

Edit service level agreement

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

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 , to open the Users pop-up window:

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 , on Teams, to open the Teams pop-up window:

Click on , to open the Add teams pop-up:
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:

On the INTERACTIONS HANDLING tab you can:

Edit communication settings

Click on , on COMMUNICATION SETTINGS, to open the communication settings pop-up window:

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 , on RECORDING, to open the recording settings pop-up window:

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 , on BLOCKED LISTS, to open the blocked lists pop-up window:

On the pop-up:

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

Edit pickup & shelf

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

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 , on ACTIONS, to open the actions settings pop-up window:

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 , on BUSINESS OUTCOMES, to open the business outcomes settings pop-up window:

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:

On the ROUTING tab you can:

Add working schedules
Configure Cascades
Configure inside working hours
Configure outside working hours

Add working schedules

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

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 , on cascades, to open the cascades pop-up window:

On the pop-up:

Click on to open the create cascade pop-up window:

On the create cascade pop-up:
- Insert the cascade name (mandatory).
- Insert the cascade description.
- Click SAVE to apply changes.
Click on to configure the cascade:

On the Edit cascade pop--up window:
- Check the teams and sites assigned to the cascade.
- Click on 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 , on Inside working hours, to open the inside working hours pop-up window:

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 if audio welcome message is skipped.
Click on 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 to listen to the selected audio file.
Click on ADD OPTION to open the Inside working hours option pop-up window:
- On the Inside working hours option pop-up window:
  - Select a button from the drop-down menu.
  - On Action, select 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 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 , on Outside working hours, to open the outside working hours pop-up window:

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 if audio welcome message is skipped.
Click on 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:

On the Users homepage you can:

Edit Contact fields
Edit Execution and loading
Edit Contact rules

Edit Contacts fields

Click on to open the Contacts fields pop-up window:

On the pop-up you can choose the contact gathering type:

Contact Web Service: Contacts are loaded from an outside source through an external web service (by default). If selected:
- Insert the web service URL.
Contact Management: Contacts are loaded from lists uploaded into OneContactPortal, in the context of the selected campaign. To select it:
- Click on Switch to contact metadata. A pop-up will require confirmation:
  - Click Switch to contact metadata to confirm. A pop-up will appear:
  - On the pop-up window:
    - Click on to edit the Fields.
    - Click on ADD FIELD to open the Field pop-up window:
    - 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.
        
        Note: Contacts need to be uploaded to List Management. To know how to upload contacts, click here.
Click SAVE to apply changes.

Edit Execution and loading

Click on to open the Execution and loading pop-up window:

On the pop-up:

Select the schedule priority:
- New first (those with nexttry set to not defined) or auto reschedule first (of those, top priority before the others).
- Shuffle the contact order or not (after they are loaded to the LM).
- Least delayed first or most delayed first.
Insert the minimum number of contacts (when the minimum number of contacts threshold is reached, it will get more contacts from the configured contact loading method.)

Note: e.g. If the time window = 900s then, when the number of available contacts to load in the next 900s is below the threshold, it will try to get more contacts.
Insert the time window (the minimum threshold where the configured number of contacts can be executed. This means that if a contact is scheduled to be executed in a date that overpasses the time interval, then this contact will not count for this minimum threshold. If this minimum threshold is reached, then the LM component will try to get more contacts.).

Note: e.g. if time window = 900s with a minimum of 500 contacts and if of the 600 contacts waiting, 200 of them are to be tried after 1000s, this will leave only 400 contacts waiting, which means the minimum number of contacts is not reached and the LM will fetch more contacts.
Insert the contacts to fetch.
Click SAVE to apply changes.

Edit Contact rules

Click on to open the Contacts rules pop-up window:

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:

Click on to open the agent script pop-up window:

On the pop-up:

Select if the agent script is open on call deliver or not.
Select if sessions without script are auto closed or not.
Select if a new interaction opens the default page or a configured page.
- If you selected that a new interaction opens a configured page, the pop-up window expands:
- On the expanded pop-up:
  - Select the CRM application from the drop-down menu.
  - Insert the CRM information.
  - Insert the service URL.
  - Click on ADD FIELD to open the fields configuration pop-up:
    - - 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.