Adding a new campaign

Who should read this article: Administrators

The Voice Dialer automates outbound calling campaigns and enables you to either import your calling list or integrate it with your CRM.

Introduction

Before adding a new outbound Dialer Campaign, decide whether you are going to run a campaign from a calling list file that you supply, your CRM, or through an API.

Next, ensure that you have agents available for the local time of the contacts to be called.

Finally, ensure that you have Caller IDs that are suitable for the region to be called.

Adding a new campaign

There are two ways to add a new outbound Dialer campaign. The first is to create one from scratch by clicking Add campaign from the Campaigns page. The second is to clone an existing campaign.

To clone a campaign, in the Campaigns page hover your mouse pointer over the campaign to be cloned, then click the Clone button on the far right side. A copy of the selected campaign parameters is displayed in the Edit campaign page. Follow the steps for adding a campaign to edit the parameters of the cloned campaign.

Add/Edit campaign page

Use the Add campaign or Edit campaign page to specify the parameters of your outbound Dialer campaign. The page is divided into the following sections:

• General
• Contact's local time
• Calling list
• Caller ID Groups
• Rules
• Agents

General

Use the General section to define the name and dialing parameters of your campaign. The General section includes the following parameters:

Contact's local time

Use the Contact's local time feature to specify when each contact in the campaign may be called. Voiso knows the locale of each phone number in the campaign and ensures that contacts are called only during the days and times that you select. This feature ensures that contacts are not called at hours that are inconvenient, such as during the night, at dinner time, and so on. This feature also helps you to remain compliant with local regulations.

Calling list

There are two methods for importing the list of contacts and phone numbers into your campaign: File import (CSV, XLSX) and CRM.

File import

The file import method enables you to import one or more CSV or XLSX (Microsoft Excel) files containing columns of contact information for contacts to be called during the campaign.

To use a calling list file for your calling list, in the Calling list section, select File import from the Method menu, then click Import calling list. Navigate to the calling list file or files on your computer, then click Upload.

You may select multiple files for import. They must each have a unique file name and have the same column heads and formatting.

Voiso processes the file(s) to check for invalid and duplicate numbers, and to ensure that the format of the file matches the format configured for your contact center.

Refer to Running a campaign for more information about using a calling list file for your Dialer campaign calling list.

CRM

Voiso supports many different CRM services. You can use the Voiso CRM integration feature to access your CRM database to provide a calling list for your Dialer campaign.

To use a CRM to provide your calling list, in the Calling list section, select the name of your CRM from the Method menu. Depending on which CRM integration you use, different options become available.

For some CRM integrations, you choose the name of a campaign that you have created in your CRM. Refer to Running a CRM campaign and CRM integration overview for information about CRM generated calling lists.

Contact sources and countries

After the calling list is processed, the Contact sources and countries section is added to your campaign. You can use this section to omit calling certain sources or destinations from the campaign.

Click Manage to display the Contact sources and countries assignment panel. Select countries or sources to include them in the campaign, or deselect countries or sources to exclude them from the campaign.

Caller ID sets

You must specify at least one number from which your contacts will be called from in your campaign. Specify one or more Caller IDs in the Set 1 field. Multiple Caller IDs should be separated by commas or be entered on different lines.

Typically, a campaign contains multiple groups of Caller IDs, known as Caller ID sets. The numbers in the Caller ID sets are used in rotation for each call. You can run multiple campaigns simultaneously and use either the same or different numbers for each one.

To add an additional Caller ID set, click Add set. A text field is displayed labeled as Set 2. Each subsequent group that you create is numbered 3, 4, 5, and so on.

Local CallerID

If your campaign is calling multiple countries or regions, you can call each contact using a Caller ID that matches their country or region. Select Use local Caller ID to select Caller IDs based on the destination of the call. If you add multiple numbers for the same destination, they are used in rotation for local calls. If there are no local numbers for a certain destination, one of the numbers from the list is used randomly.

For example, for a European campaign, if you have multiple numbers for Germany and France, but none for Italy, then the German numbers are cycled through for all calls to Germany, the French numbers as cycled through for all calls to France, and all the numbers are cycled through for calls to Italy.

Rules

Redial rules enable you to specify what the campaign should do for different scenarios when a call is not completed. The total number of redial attempts (callbacks) is constrained by the Max Dial Attempts setting.

You can specify rules for the following scenarios:

To add a redial rule for one of the scenarios, click Add Rule next to the rule type.

For each rule, you can specify multiple redial attempts with different Wait interval parameters. The wait interval is the number of seconds, minutes, or hours to wait until a redial attempt should be made for each scenario type. For example, you might want to wait longer if there is no answer than if the line was busy.

Dialer Machine Answered Rule

When the maximum number of attempts is reached for any individual rule, the system no longer attempts to redial the number. However, if a number is first answered by a machine, then later there was no answer, and finally it was busy, that count as three redial attempts, so the system keeps redialing until either Max Dial Attempts is reached or all the attempts specified by an individual rule are completed.

Caller IDs

To avoid multiple calls from the same Caller ID, select Switch Caller ID set next to the rule. If Use local Caller ID is enabled, the new group inherits this rule.

Assigned agents

Agents handle the calls made to contacts in an outbound Dialer campaign. Agents are Users with WebRTC Softphone or Hardware Phone configured for their account.

To assign agents to a campaign, scroll to the Assigned agents section, then click Manage to display the Agent assignment panel.

Voiso provides a lot of flexibility for adding agents to campaigns. You can add them either as part of a team or individually. You can also choose to add all teams or all agents. If you select a team, you can choose to remove agents from the campaign without removing them from the team by expanding the entry for the team and deselecting one or more team members.

To add all teams, select the Teams tab, then click All teams. To add individual teams, select the team name.

To add all agents, select the Agents tab, then click All agents. To add individual agents, select the agent's name. To remove one or more agents from the campaign when all agents are selected, deselect the agent.