Outbound Campaigns
Overview
Outbound Campaigns are used as administrative units to group your Outbound agents and calls. Lists of leads are loaded from Excel (file must be saved as a .CSV (comma delimited)) and then fed into a dialler which dials and distributes calls based on rules set up in the Campaign and Dialler Strategy.
This video provides an overview of Outbound Campaigns:
To create an Outbound Campaign follow these steps:
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
Click ‘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
Click ‘Add Campaign’
Select Outbound Campaign
Give it a name, for example 'Product Queries', and choose a Campaign group to add it to. For more details about each configuration click here.
Go to the 'Assigned Teams' tab add the teams that will be working on the campaign. Click here for more information
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
You can see 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
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. Assign Transfer destinations
Go to Campaigns > Transfers use the tick button to select destinations. If Transfer destination is missing go to Resources > Transfer Pool
6. Assign Agents
Assign Agents to your campaign:

Go to Campaigns > Queues
Select your campaign from the Queue List on the right of the page and click 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 click here or watch a video here
7. Add Data fields
Each column heading in your Lead List should have a Data field created where the data can be mapped to. Go to Campaigns>Data Fields
8. Import Leads and Map Fields
Go to Campaigns > Leads > Import Leads
‘Validate’ the leads and then ‘Import Leads’
9. Associate List with the Campaign
Go to Campaigns > Configuration (you do not need to do this step if you are adding leads to an existing list)
Select the Campaign and click Edit, scroll down to the bottom of the edit screen

10. Start Campaign
Campaigns > Configuration - Select the Campaign and click the Start button in the right-hand panel
11. Create Outbound Filters
Outbound Filters can be created to filter which leads are dialled in the lists assigned to an outbound campaign. Only a single filter can be applied to an outbound campaign at a time, however, that filter can contain multiple conditions.
Select Campaigns – Leads
Choose the outbound campaign you wish to create a filter for from the drop-down menu
Select the Manage Filters icon
Select + to add a new filter & name the filter (for example WA Public Hol)
Select “+” and choose the data field you wish to filter on (in this example we are using State) from the drop-down menu
Condition is Not In – Select the icon to the right to display data choices associated with the data field selected

Select your preferred data field to move it from the data table on the left to the Selected Values table on the right (in this example it is WA) & select the tick icon

Select Save

You now have a filter that you can apply to your campaign

To add multiple conditions to a filter, select + to choose further data fields from the dropdown menu & their associated values

12. Filter Based on Dial Attempts
You can also filter leads based on number of dial attempts
Select Campaigns – Leads
Choose the outbound campaign you wish to create a filter for from the drop down menu
Select the Manage Filters icon
Select + to add a new filter & name the filter (for example Attempts >3)
Select + & choose Total Attempts from the dropdown menu
Condition is Greater Than – Select 3 from the data value selection & Save

13. Apply an Outbound Filter to a Campaign
Select Campaigns – Configuration – Select the outbound campaign you wish to apply the filter to – Edit
Under Outbound Settings – Current Filter select the filter & Update


The filter will be active until it is removed