How to create and start a call campaign?

Call campaigns

  • Dialing modes
  • Call campaign creation
  • Campaign settings


  • Dialing modes

    You can create call campaigns in such dialing modes:

    Dialing mode Description
    Preview

    Preview dialer displays the client card on the agent’s screen before dialing and keeps it visible throughout the call. The agent needs to press Call manually or skip it (press End). If the agent is in Ready status, the system dials this contact. If the agent skips the contact, the system will open the next client card. Skipped client card won't be shown again during this dialing session.

    This dialing mode is typically used for contacts with existing clients when the agent needs to get ready for the call.

    The disadvantages of this dialing mode are:

    • the agent hears all busy signals, no answers, etc.
    • the low dialing speed.
    Power

    Power dialer dials phone numbers one by one only when agents are available to take a call (are in Ready status). This dialing mode starts one call for each agent and in such a way reduces the risk of abandoned calls. Only live calls are connected with the agents, the client card is visible only after the connection is made.

    Great dialing mode for teams up to 10 agents.

    Predictive

    Predictive dialer calculates the dialing speed based on the real-time data and places many numbers simultaneously for each agent. The predictive dialing system estimates when a call is about to end in order to dial the next number.

    Note: we recommend having at least 10 agents assigned to one Predictive dialing campaign. The bigger the agent team is, the more accurate predictions will be made by Predictive dialer and call abandonment will be less possible.

    This mode increases talking time up to 45-50 minutes per hour and is great for cold calling.

    Each of the listed dialing modes allows dialing multiple phone numbers for every lead. Our intelligent dialer starts only one dialing attempt for every lead simultaneously, so you’ll not face a situation of dialing two number of the same lead at once. If an attempt is successful, the dialer skips the remaining phone numbers of this lead.
    Pay attention - we don’t limit the number of phones for every lead. Flexible redialing rules can be used together with an auto-dialing of multiple phone numbers and therefore increase the number of conversations dramatically.

    Call campaign creation

    Go to Contacts tab to start creating a campaign:

    1. Filter contacts on Contacts and put checkmarks in required boxes. Press CREATE CAMPAIGN. Your choice will be saved and you will be redirected to the Campaigns tab.



    2. Set up a campaign. Make the required settings (find the detailed information about each parameter below). For example, choose a SIP gateway (e.g., your line with US number) through which you will make the calls, assign team and set up a call time (it means ringing time to client's number, in seconds).



    3. Start a campaign - select your campaign in the list on Campaigns tab and press START. The calls will be automatically dialed and distributed between all users in READY status assigned to this campaign.



    4. Check dialing process.If you click campaign name on this list, you will be able to view the status of each call attempt and restart campaign if required.

    Campaign settings

    Dialer - the dialing mode.

    Line - the SIP line that will be used for calling.

    Call time (s) - the amount of time the system will wait for the callee to answer the call. You can enter any interval between 15-40 seconds. According to FTC, the call cannot last less than 15 seconds or 4 rings.

    Maximum working time (s) - the time given to an agent to finish their work with a client card after a successful call (2 - 3600 seconds, by default 10 seconds). Once the working time runs out, the agent will be put back into “Ready” status and can receive another call (or into the “Next status” if it was chosen during the call).

    Action on Max Queue Time Expiration (for Power and Predictive dialing mode) - what action should be taken by the system for the call in queue:

    • hangup;
    • no action - the call will stay in queue until any agent from the team will be available to handle it;
    • play a prompt (will be available soon) - after selecting this option, you’ll be able to upload a pre-recorded message that will be played to the callee in 2 seconds after the beginning of the call (according to the FCC and Ofcom regulations, the maximum queue duration is 2 seconds).

    In the first two cases, calls will be marked as abandoned and won’t be transferred to an agent.

    Abandon Call Rate calculation period (for Predictive dialing mode only) - the default period is 1 month (to comply with US and Canadian telemarketing rules) but you can change it to 24 hours (as required by Ofcom regulations).

    Max Abandon Call Rate (for Predictive dialing mode only) - the maximum abandon rate allowed by your local regulations for the period chosen in the previous option. By default, it is 3% (to comply with US telemarketing rules).

    Enable redialing rules - this option allows using of redialing rules for automatic retries in unsuccessful call attempts. If enabled, you’ll see the following options:

    • Redialing rules - select already created rule or add a new one;
    • Maximum call retries - the maximum allowed number of retries made for 1 phone number (possible values 1-100 attempts, by default 10);
    • FAILED redialing rate - shows the frequency of redialing for unsuccessful call attempts (possible values: Drain NEW first, Fairly often, Really often, Extremely often, Redial FAILED as required, by default - Fairly often).

    Enable telemarketing rules - activates the time zone dialing. If enabled, you’ll see the following options:

    • Timezone rules - select already created rule or add a new one;
    • Default timezone - the timezone that will be used by the system if it fails to define the client’s timezone (in the IANA time zone database format).

    Enable autostart - the system will automatically launch the campaign on the specified date and will fully control its operation.

    If enabled, you’ll see the following settings:

    • Start date (required field) - the exact date when the campaign should start;
    • End date (can be left empty) - the exact date when the campaign should stop;
    • Campaign days - on what days should the campaign run (Monday to Sunday, by default - only Monday to Friday);
    • Work time - what time should the campaign run on working days;
    • Weekend time - what time should the campaign run on weekend.

    Creating redialing rules:

    You can configure redialing intervals for every status of unsuccessful dialing attempts. This way, system will redial them automatically and connect with your agents.

    • In the left sidebar, open Outbound tab, select Redialing rules.
    • Click CREATE RULE.
    • In the Name field, enter the name (in 2-35 Latin characters without numbers and special characters).
    • The Call statuses table displays statuses for a setup, you can expand each status and view default intervals in hh:mm:ss format.
    • You can edit, add or delete intervals.
    • Click SAVE for saving.


    Activation of redialing rules in existing call campaign

    Redialing rules are available only in Power and Predictive campaigns. Redialing rules for each campaign are activated in the campaign settings separately.

    • In the left sidebar, open Outbound tab, select Campaigns.
    • Click CREATE A CAMPAIGN or open already created campaign.
    • Put a checkmark in Enabled redialing rules box.
    • In the Redialing rules field, select saved rules, or add new by clicking on +Add new button.
    • In the Maximum call retries field, indicate the number of repeated dialing attempts made by the system in case of the status change (from 1 to 100).
    • In the Failed redialing rate field, select redialing frequency for unsuccessful entries.

    With redialing rules to a campaign switched off, an additional column Retries appears on the application page. It indicates the maximum number of repeated dialing attempts and the number of failed attempts at the moment.