Overview

Inbound Campaigns are an administrative unit used to group agents and calls, they are normally used with a Workflow (IVR) that directs callers towards the correct campaign (ie one that has agents with the right skills or is in the correct geographical region).

This video gives an overview of the inbound functionality. There are more videos here

Follow these steps to create an inbound campaign:

1. Add Group

This is a folder to add your campaigns to, for example, you could have a group for all marketing campaigns and another for inbound inquiries.

  • Go to Campaigns>Configuration

  • Press ‘Add Group’

All campaigns need a group, however, if you would like to use an existing group for a campaign you can skip this step

2. Add Campaign

Create your campaign:

  • Go to Campaigns>Configuration

  • Press ‘Add Campaign’

  • Select Inbound Campaign

  • Give it a name, for example 'Product Queries' and choose a Campaign group to add it to. For more details about each configuration press here.

  • Go to the 'Assigned Teams' tab add the teams that will be working on the campaign. Click here for more information

  • Press save

3. Add Agents

Assign Agents to your campaign:

  • Go to Campaigns>Queues

  • Select your campaign from the Queue List on the right of the page and press Edit

  • Move the assigned agents from the Agent pool on the left to the relevant box on the right

For more details on each of the configurations press here or watch a video here

3. Add Agent Script

Create an agent script that will be presented to them when they answer a call or skip this step

  • Go to Campaigns>Scripts

  • Select Campaign from the drop-down list in the top left corner of the screen

  • Choose Introduction

  • Edit Script

  • Save

You can see much more detail on the Scripts here watch a video here

4. Add Wrap Codes

Add codes that the agents will use to close calls, for example: ‘Sale’, ‘NoSale’. These can then be used in reports.

  • Go to Campaigns>Wrap Codes

  • Select your Campaign in the top left corner

  • Use the ‘Assign Wrap Codes’ button to add the relevant wrap code from the available list

If you do not see the code you need you will need to create it. Click here for more information or watch a video

5. Create Workflow

Add your IVR options using a workflow that defines the inbound customer journey

  • Go to Resources>Workflows

  • Press the ‘Add new Workflow’ button

  • Give the workflow a name and press ‘Save’

  • Find your workflow in the list and use the magnifying glass to define the details of your IVR. Press here to see example scenarios and more details on each of the workflow objects or watch a video

 6. Associate your Workflow(IVR) with a DNIS number

Choose the phone number that the workflow you created in the previous step should be associated with.

  • Go to Channels>Voice

  • Find the number you are would like to use and press the pen icon to select the relevant workflow from the pop-up box

Go here for more details or watch a video