Overview

An outbound voice campaign involves agents at a contact centre calling contacts from a list by telephone.

  1. Open the Workspace.

  2. Select Configuration from the Campaigns menu.

  3. Add the relevant general configurations

The Campaign holds general configurations once created you will also need to configure the following:

  • A list of agents assigned to the campaign. See Queues

  • A list of leads to be contacted. See Leads

  • A script that assists the agents to explain the purpose of the call, and to capture data provided during the call. See Scripts

  • Campaign data fields so that relevant data about the interaction can be captured. See Campaign Data Fields

  • A Dialler Strategy


1. Add or Edit Outbound Campaign

This feature allows you to create and maintain outbound campaigns

Where to find this feature

  1. Open the Workspace

  2. Select Configuration from the Campaigns menu

    1. To add a new campaign:

      • Click New Campaign

      • Select Outbound from the drop-down selection list

      • Click Next. The Edit Outbound Campaign dialog opens

    2. To edit an existing campaign:

      • Select the campaign you wish to edit

      • Click Edit. The Edit outbound Campaign dialog opens

  3. Enter the Campaign Details as described in the tables below

  4. Click Save/Update

2. General Settings

Field

What you should do

Campaign Title

Enter a meaningful name for the campaign.

Note

Do not include quotation marks in the campaign name.

Campaign Description

Enter the description of the campaign.

Campaign Group

Select a Campaign Group from the drop down selection list.

Auto Wrap Time

Set the length of time the contact centre waits before assigning the Autoselect Wrap Code to the call. The agent has this interval to wrap the code before auto wrap does it for them.

Extended auto wrap time

This drop down enables an agent to extend the auto wrap time by the amount of time you specify here if they need extra time to wrap the call

Autoselect Wrap Code

Select the wrap code that the contact centre will apply to a call after the Auto Wrap Time has lapsed.

Allow free-format emails

Click the checkbox to enable agents to send free-format email replies. If this is not checked, agents are only able to send emails based on pre-defined email templates.

Require email address confirmation

Click the checkbox to enable the display of a confirmation message box when an agent wraps a call using a wrap code that automatically sends an email. The message box asks the agent to confirm that the destination email address is correct. If this option is not enabled, the system attempts to send the email to the destination email address without any notification to the agent.

Email Channel

Choose between the organisation default email channel or an email channel especially created for this campaign. Click on the drop down list to view all available email channels.

Enable Sound Quality Feedback

Click the checkbox to enable a quality rating display which the agent will see when wrapping a call, and which will require them to rate the voice quality of the most recent call between 1 and 5 by clicking on one of five stars. One star represents the lowest score and therefore the worst call quality rating. 

MOH Playlist

Select a playlist to be used for Music on Hold. See Resources>Files>Playlists.

CLI

Select the Caller Line Identification (CLI) for this campaign from the drop down selection list. This is the number that the contact sees when called. Choose between Organisation CLI, Agent CLI, Withhold CLI or set a numeric CLI for this campaign. You can select "Dynamic CLI" to customise the CLI on an Outbound Campaign based on customer location.

Survey Call Ratio

Select a ratio from 10% to 100% or select 'No Survey.'
A setting of 50% will mean one in two callers are surveyed; a setting of 10% will mean one in ten callers are surveyed. 

Survey Workflow

Enter the name of the workflow you have created to conduct the Post-call Survey.

Survey Minimum Call Length

Set the appropriate call length after which a survey is triggered.
Default is "no minimum" which means if the ratio is set to 100% the survey will be played every time

3. Call Recording Settings

Field

What you should do

Enable Call Recording

Enable the recording of all calls made in this campaign.
This setting is only displayed if call recordings are enabled at the Organisation level. See your system administrator about organisation settings.

Note

When Call Recording is enabled, one or both of Start recording immediately and Allow Recording to be paused must also be enabled before call recording can occur.

Note

Manual calls that are not associated with a campaign will not be recorded.

Allow Recording to be paused

Click the check box to enable agents to start, pause, and resume recording during an interaction. This is only likely to be needed if the agents will be accepting confidential information that must not be recorded (such as credit card information) during calls, or if Start recording immediately is disabled and agents will manually start recording the call.

Note

If Start recording immediately is disabled, this option must be enabled to allow the agent to start recording.

This setting will only be active if call recording is enabled.

Start recording immediately

Click the check box to start recording calls as soon as the agent and contact are connected. Alternatively, you may elect to not start recording immediately, to allow the agent time to request the contact's permission to record the call. If and when permission is given, the agent can start the recording manually.
This setting will only be active if call recording is enabled.

4. Announcements List

The Announcements tab in the Agent Toolbar provides the facility for agents to play pre-recorded messages at any time to contacts. This could be used, for example, to play a pre-recorded warning that calls will be recorded, or play a pre-recorded explanation of contractual terms and conditions.

This section of campaign settings allows you to select which of the available soundfiles are made available to agents in the campaign. You can select any one or more of the soundfiles previously uploaded into the soundfiles repository through the Resources/Files menu. If no soundfiles are selected, the Announcements tab is not displayed to agents, and the playing of pre-recorded messages is not possible in the campaign.

5. Dialler Window

The dialler window controls when the dialler is operating for this campaign.

Field

What you should do

Region

The time zone region for the campaign. Typically, this is the region in which the contact centre is operating.

Time zone

The time zone for the campaign. Typically, this is the time zone in which the contact centre is operating.

Run for 24 hrs

Click the checkbox to enable the dialler to run 24 hours.
When 24 hrs is enabled, Start Time and End Time are not visible.

Start Time

The time, in the campaign time zone, when the dialler starts dialling under this campaign. This control is not visible if Run for 24 hrs is enabled.

End Time

The time, in the campaign time zone, when the dialler stops dialling under this campaign. This control is not visible if Run for 24 hrs is enabled.

It is possible to run a campaign over midnight, by setting the Start Time to be greater than the End Time. For example, a campaign that runs for six hours starting at 10:00 pm would have a Start Time of 10:00 pm and an End Time of 4:00 am

6. Contact Call Time Window

The Contact Call Time Window controls when the dialler is allowed to dial contacts - in the contact's time zone. This can be used to ensure that, whatever time zone and period the Dialler Window is set to, the dialler does not call a contact at a time that is inconvenient or disturbing to them, such as the middle of the night.

Field

What you should do

Region

The default contact time zone region for the campaign. Normally, this is defined for a lead when it is imported but, if this is not done, this default is used.

Time zone

The default contact time zone for the campaign. Normally, this is defined for a lead when it is imported but, if this is not done, this default is used.

Run for 24 hrs

Click the checkbox to enable the dialler to run 24 hours.
When 24 hrs is enabled, Start Time and End Time are not visible.

Earliest Call Time

The earliest time, in the contact's time zone, when the dialler calls them under this campaign. This control is not visible if Run for 24 hrs is enabled.

Latest Call Time

The latest time, in the contact's time zone, when the dialler calls them under this campaign. This control is not visible if Run for 24 hrs is enabled.

Unlike the Dialler Window, the Contact Call Time Window must fall wholly within one day so the Earliest Call Time must always be less than the Latest Call Time.

 Time Zone Conventions

Fields in the time zone drop-down lists are those used in the IANA Time Zone Database. The IANA convention refers to time zones using a concatenation of the region and the local time zone description, separated by a '/' character. For example, "Australia/Sydney".

7. Outbound Settings

It is best practice to stop and start the campaign after applying or making changes to these settings.

Field

What you should do

Current Filter

Select the Filter to be used with the campaign from the drop down selection list. Only filters created for the campaign are displayed. The selected filter restricts which calls are made from the list of contact phone numbers.

Dial Order

Select the order in which the Dialler prioritises leads, choosing from:

  • Date Only (Ascending) – leads are dialled based on date only with oldest records prioritised over newest records

  • Date Only (Descending) – leads are dialled based on date only with newest records prioritised over oldest records

Callbacks cannot be prioritised when using Date Only dial orders

  • Date then Priority – leads are dialled – leads are dialled based on date first, followed by priority

  • Date (Descending) then Priority - leads are dialled based on date first with newest records prioritised over oldest records, followed by priority

  • Priority Only – leads are dialled based on priority only

  • Priority then Date – leads are dialled based on priority first, followed by date with oldest records prioritised over newest records

  • Priority then Date (Descending) – leads are dialled based on priority first, followed by date with newest records prioritised over oldest records

  • Total Attempts, Loaded Date (Descending) – leads are dialled based on lowest attempts first, followed by date with newest records prioritised over oldest records

Complete After

Select the total number of dial attempts that are allowed (irrespective of outcome) before the lead is flagged as Completed. The default setting is 10.

Caution

This setting will override the dialler strategy settings used to work a lead list in a campaign. This may prevent callbacks from being dialled. Please take care with this setting.

Allow Callbacks to Unassigned Agents

By default, agent callbacks are only dialled if the agent is assigned to this campaign. However, by clicking in this check box you can override this setting, allowing the dialler to dial agent callbacks whenever they are due

Allow agents to complete leads

Click the checkbox to enable agents to manually complete leads in the Agent Toolbar. When a lead is completed it is removed from its list and is no longer called.

8. Dialler Settings

It is best practice to stop and start the campaign after applying or making changes to these settings.

Field

What you should do

Dialler Mode

Choose the Dial Mode which can be either Preview Mode or Predictive Mode.
Preview means that the agent initiates the call; Predictive means that the automatic dialler initiates the calls.

Auto Preview Timeout

(Preview mode only)

Set the length of time a preview screen-pop is displayed before the Dialler automatically dials the first number presented (Phone1). To disable this feature where its use is inappropriate, set the value to 0. Even with this feature enabled, the agent is able to manually initiate dialling of any of the presented numbers before the timeout period has elapsed, if required.

Enable phone number(s)

(Predictive mode only)

Click one or more of the numbered check boxes to enable/disable dialling of their associated phone number(s) - Phone 1, 2 or 3. A contacts list can contain up to 3 phone numbers for each contact, such as home, work, and mobile numbers. These checkboxes allow you to configure the dialler to call one or more of these numbers. If more than one number is enabled, the numbers are called in the order of their definition - Phone 1, then Phone 2, then Phone 3. Only one number is called at a time, and the progression to the next number in the sequence only occurs if the first number dialled is not answered.

The default setting is Phone 1, 2, and 3 are enabled.

Minimum Dial Ratio

(Predictive mode only)

Enter a number that represents the minimum ratio of calls to available agents. e.g. a setting of 1.5 means that the Dialler makes no less than three calls for every two available agents.

The value of this setting must be greater than 0, and may not be greater than 5.

The default setting is 1.

Maximum Dial Ratio

(Predictive mode only)

Enter a number that represents the maximum ratio of calls to

The value of this setting must be greater than, or equal to, the setting for the Minimum Dial Ratio, and may not be greater than 5.

The default setting is 1.5.

Maximum Dialling Lines

(Predictive mode only)

Set this to indicate (to the nearest multiple of five) how many outgoing lines are available for the campaign to use.

To disable this feature where its use is inappropriate, set the value to 0.

The default setting is 0.

Abandoned Message

(Predictive mode only)

Select the soundfile that a contact hears when no agent is available to be assigned to a call. If no soundfile is selected, no message is played.

Dial Ratio Calculation

(Predictive mode only)

Select Feedback or Direct Mode.

In Feedback mode, the Abandon Rate is used to moderate the Current Dial Ratio, whereas, in Direct Mode it is solely determined by the success of recent dial attempts.

The default setting is Feedback.

Dial Ratio Scale Factor

(Predictive mode only)

The Scale Factor moderates the Dial Ratio Calculation in Direct Mode only.

Select from 50%, 75%, 100%, 125%, or 150%.

The default setting is 100%.

Answering Machine Detection

(Predictive mode only)

Click the check box to enable this feature.

Answering Machine Detection (AMD) is a technology that allows the contact centre dialler to screen out the number of calls made to answer machines.
AMD works based on three main principles:

  • Detection of background noise (rumble and hiss) associated with a tape-based answering machine. Since most telephone answering is now handled in the network this is not as important as it was.

  • Detecting a long string of words in one burst such as “Hello I’m afraid that I cannot come to the phone right now, but if you leave a message…”

  • Detecting a live caller saying something like “hello, hello”

Consult your local statutory telecommunications regulator about the use of Answering Machine Detection (AMD) before using it with predictive dialling.

The default setting is Off.

Auto disable AMD

(Predictive mode only)

This setting relates to the Answer Machine ‘Complete After’ setting in the dialler strategy. The default limit for answer machine is 3 attempts and then it completes, if Auto disable AMD is set, on the final attempt the call will be presented to an agent regardless of whether the dialler believes it is an answer machine or not.

AMD Hangup Message

(Predictive mode only)

Select the message that is recorded on the answering machine to explain that a call has been abandoned because an answering machine has been detected. If no soundfile is selected, no message is played.

Assumed AMD False Positive Rate

(Predictive mode only)

Set the percentage of calls that are to be assumed to have been abandoned because the AMD process erroneously classified a call as being answered by an answering machine.

Answer Machine Detection (AMD) is not an exact science and can cause false positives, where the dialler incorrectly guesses a real person as an answering machine and hangs up the call.
The effect of this is that the customer effectively gets a silent call.

This value is used by the Predictive Dialler when adjusting the dial ratio to attempt to ensure the maximum allowable abandon rate is not breached.

The default setting is 30%.

9. Lists to Dial

This section allows you to select which, if any, of the lists that have been loaded for this campaign, will be dialled. By adjusting this selection you could, for example, temporarily remove old lists from dialling and dial only new lists for a period. Then you could add back the old lists at a later stage. 

If no list has been selected, dialling will not occur.

It is recommended to stop the campaign prior to assigning lists or applying any changes, and start the campaign once the changes have been saved.

Field

What you should do

Default Dialler Strategy

The default strategy that will be used for this campaign. These are set up in Resources>Dialler Strategies

Click the Add icon to activate a list for this campaign. Select from the drop down selection list of lists imported into the campaign

Lists are associated with a campaign at the time they are imported in the Campaigns>Leads module you will need to go here if you see no leads are associated with the campaign

List Dialler Strategy

Select a strategy from the drop down selection list of dialler strategies.

Add

Click Add to confirm the activation of the list for this campaign.

Cancel

Click Cancel to abort the activation of the list for this campaign.

The Delete icon appears when you place the mouse pointer over an activated list.
Click this icon to deactivate the list for this campaign.

List Weighting

List Weighting ensures a fair distribution of call assignment within each team and keeps agents topped up using a weighted balanced assignment.

How to setup a Campaign with List Weighting

List Weighting can be set up as part of Campaign Configuration.

Each list uploaded to a Campaign will appear in the Lists to Dial panel in Campaign Configuration.

Set the weight for each list based on the percentage of the leads that should be dialled from each list. The system does this by converting the weight to a percentage.

For example:

Campaign: CXD

List ID

List Name

Weight

Number of Records

List Status

100

CXD - 001

50

2000

Active

101

CXD - 002

100

4000

Active

102

CXD - 003

150

6000

Active

103

CXD - 004

0

8000

Inactive

104

CXD - 005

0

10000

Inactive

 

In the above example, the total weight is 300. Therefore, the percentage of calls that will be presented from each list will be as follows: 

"CXD - 001" will be 16.66%

"CXD - 002" will be 33.33%

"CXD - 003" will be 50%. 

If 10 agents are waiting for calls, then leads will be presented from each of the lists as follows:

Item

List

No. of Calls presented

1

CXD-003

5

2

CXD-002

3

3

CXD-001

2

 

If multiple campaigns are running, then dialler will present leads from all running campaigns.

The Dialler will follow the same dialling principle for both Preview and Predictive dialler.

10. ipSCAPE PAY

Field

What you should do

Payment Account

Select the Merchant to be used when processing payments for this Campaign. The Merchant is configured in Integration under ipSCAPE PAY.

Unlike the Dialler Window, the Contact Call Time Window must fall wholly within one day so the Earliest Call Time must always be less than the Latest Call Time.

11. Assigned Teams

Go to the Assigned Teams Tab

  1. In the Is Assigned column select All

  2. Select the Teams you would like to add the Agent to

  3. Press the Add button in the header

If the relevant Team doesn’t display you can create in the Teams module in the Administration menu


12. Dial Mode

It is best practice to stop and start the campaign after applying or making changes to these settings.

Predictive Mode

A predictive dialler dials a list of telephone numbers and connects calls to agents. Predictive diallers use statistical algorithms to minimize the time that agents spend waiting between conversations while minimizing the occurrence of someone answering when no agent is available.

When dialling numbers one at a time, there are two sources of delay.

  • Only a fraction of calls are answered. So, if 1 out of 3 calls are answered, a predictive dialler might dial 3 lines every time an agent becomes available.

  • Even calls that are answered take some time to be picked up. If it typically takes 10 seconds for someone to pick up, and conversations typically last 90 seconds, a predictive dialler might start dialling at 80 seconds.

An adaptive predictive dialler is continually updating predictive dialling probabilities and monitoring nuisance ratios for performance and compliance with legislation.

For example, if the Dialler Abandon Rate % (set in the organisation Predictive Dialler Settings) is approaching its pre-set limit, the dialler will reduce the dial ratio to the minimum setting (set in outbound campaign Dialler Settings).

Preview Mode

Preview dialling enables agents to first view the available information about the contact and decide when to place the call. In addition to the information about the contact, agents may also view all the history of the contact with the contact centre. After viewing the information about the contact, the agent requests the system to make the call.

For example, preview dialling is useful in debt collection campaigns to allow agents to view information about the customer and define a strategy before starting to talk to them. The system delivers preview calls to agents automatically.


13. How the Dialler Works

In an outbound voice campaign, it is the dialler that is responsible for connecting available agents to leads.

Agent - An agent is the contact centre employee tasked with conducting the interaction with the contact on behalf of the campaign.

Lead - A lead is a potential contact, whose details: name, phone number, timezone etc. have been imported into the contact centre for use in the campaign.

List - Leads are organised into lists, which can contain many thousands of lead records. Each lead record must contain at least one valid phone number at which the lead can be contacted.

Call Outcome - Whenever a lead is dialled but is not completed, it is assigned an outcome code, e.g. Callback, No Answer, Busy, Answering Machine, Telco Error.

Dial Timestamp - At the time a lead is imported, it is given a dial timestamp for use by the dialler. Initially, the dial timestamp is the time of the importation process.
Whenever a lead is dialled but is not completed, the lead is returned to the reservoir with a new dial timestamp.

Dialler Strategy - A dialler strategy is configured as a contact centre resource and can be used by one or more campaigns. The strategy is applied to an individual list used in the campaign.

  • Different call outcomes are given a recycle time. For example, if the No Answer outcome has a recycle time of 15 minutes, then the dial timestamp is incremented by 15 minutes.

  • Call outcomes are assigned a priority. For example, Callbacks might be priority one, No Answers might be priority two, and all other outcomes given a priority between 3-8. 

Dialler Bucket - When an outbound campaign is started, all leads that are due to be dialled are added to the dialler bucket.

Lead Filter - When leads are entered into the Dialler Bucket, a filter can be applied, e.g. only dial leads whose numbers have an NSW or ACT prefix so leads in all other locations are not added to the dialler bucket.

Dialler Window and Contact Call Time Window - Each outbound voice campaign has a defined window when the dialler can operate. In addition, a campaign is assigned a Contact Call Time Window which dictates when the dialler is allowed to dial leads in the lead's time zone.

Dial Order - The dialler selects the lead to be dialled first based on a campaign setting, the Dial Order. 

Dial Order Setting

How this affects the dialler

Priority Only

Priority one leads are dialled first, then priority two leads and so on, with no reference to the dial timestamp.

Date Only

Leads with the earliest dial timestamp are dialled first with no reference to priority.

Priority then Date

Leads with the highest priority are dialled first, with the dial timestamp used to further sort leads.

Date then Priority

Leads with the earliest dial timestamps are dialled first, with the priority used to sort leads with identical dates.