- Company Like Abbott — All contacts whose company name is Abbott are attempted.
- Company Like A% — The wildcard indicates that any one or more characters after the A are valid. All contacts whose company name starts with A are attempted. Contacts whose company name starts with any other character are not attempted.
- Company Like A_bott — The wildcard indicates that any character in the second position is valid. Contacts whose company name is Abbott, Aabott, Acbott, etc. are attempted (but not Aaabott, or Abbbott).
- Company Like A[ab]bott — The wildcard indicates that the second character has to be a or b. Contacts whose company name is Aabott or Abbott (but not Acbott, Adbott, Aebott, etc.) are attempted.
- Company Like A[^ab]bott — The wildcard indicates that the second character cannot be a or b. Contacts whose company name is Aabott or Abbott are NOT attempted, but Acbott, Adbott, Aebott, etc. are attempted.
- Company Not Like A% - all contacts whose company name does not start with the letter A are attempted.
The following page lists the campaign configuration options. To access these options, go to the Campaigns tabbed page and click New and select Campaign. On the New Campaigns page, you'll see the General, Outbound, and Reports tabs. This page lists all options available on the General and Outbound tabs. Go here for information about the Reports tab.
On the Outbound tab, you can configure the following:
Create a Campaign Template and Strategy
To create a campaign template, go to the General tab and enter the campaign name and then configure the following:
- Campaign Description - (Optional) Enter a description (maximum 128 characters) of the campaign.
- Campaign Timeframe - Select Permanent or set the start and end date next to Explicit Dates. When the end date is reached, the campaign is automatically archived and is no longer displayed on the Campaigns tab unless you click the Archived tab above the campaign list.
- On Demand Strategy - N/A.
- Set as the default campaign for this account - The default campaign is generally the one configured with more of the most frequently used campaign settings and/or select this option if this campaign is to be the default for sub-campaigns that use the phone interface described in Create a script over the phone.
To define a new campaign strategy, click Add Strategy on the Outbound tab and name the new campaign strategy. The name appears in the Strategy Name dropdown.
Select the Outbound Options
Go to the Outbound tab to configure all the outbound options related to the campaign. Options defined at the campaign level apply to all sub-campaigns that run under the campaign. Only those that are common to all or most of the sub-campaigns should be defined at the campaign level.
- Script — Select the script to be used. See Scripts for more information.
- Agent Group — Select the desired agent group from the list.
- Contact Order — Select from the list of pre-defined contact order strategies. This list is available only if your enterprise was configured with contact order options. The default contact order option is that which was selected when the sub-campaign strategy was configured.
- Timezone Source — Select from the list of Timezone source options: Device, Contact, Contact Then Device or Contact And Device.
- Constrain Pass Time — Use this option to constrain the hours of the day in which any passes can be run.
- Never start passes before — Select the earliest possible start time for any pass in the campaign and the time zone to which that time applies.
- Always end passes by — Select the time by which all passes must end.
- Start paused— Select this option to start the sub-campaigns in a Paused state. When this option is selected, you must manually resume the sub-campaign to start the pass. Note that if this option is selected with a multi-day campaign, you must manually resume the sub-campaign at the beginning of each day.
The filtering options defined at the campaign level apply to all sub-campaigns that run under the campaign. Only those that are common to all or most of the sub-campaigns should be defined at the campaign level.
If a filter is applied to a contact list, all of the devices that match the filter criteria are excluded from the calling list. For example, if you select the Wireless filter check box in the Phone Number Filters group, wireless phone numbers will be removed from the calling list.
Phone Number Filters
Use the Phone Number Filters to exclude specific phone numbers from the sub-campaigns.
- Toll Free — Excludes toll free numbers.
- Duplicate Position — Filters devices that have already occurred in the same device field in a previous record. For example, if - for two (or more) contacts - the Device2 fields contains the same telephone number, Device2 will be filtered for the second (and third, fourth, etc.) contact(s).
- International — Use with voice passes to exclude phone numbers not located in the same country code as the account. (Do not select this option if you make calls to locations outside of your country code. Contact Customer Support for a current list of supported country codes.) Use this option with text passes to ensure that the campaign does not halt due to an attempt to send an international text message.
- Duplicate List — Filters devices that have already occurred in any device field in that, or any previous, contact. For example, if - for a single contact - the Device1, Device2 and Device3 fields contain the same telephone number, Device2 and Device3 will be filtered, and if that telephone number is repeated in any device field for any contact that follows, the device(s) will be filtered.
- Ends with "00" — Excludes phone numbers whose last two digits are 00.
- Ends with "000" — Excludes phone numbers whose last three digits are 000.
- Duplicate Contact — Filters devices that have already occurred in a previous device field in the same contact. For example, if - for a single contact - the Device1, Device2 and Device3 fields contain the same telephone number, Device2 and Device3 will be filtered.
- Contains an extension — Excludes phone numbers that are followed by an extension.
- Email — Excludes email addresses.
For each of the above filters, the first instance of any device is not filtered; only those occurring after the first are considered duplicate.
- Wireless — Exclude all phone numbers associated with a wireless device (applicable to all supported countries). Note that non-geographic phone numbers (landline or wireless phone numbers that are not tied to a specific time zone) are recognized as such by the system and constrained to "safe" calling times within the parameters of the call pass time. It is not necessary to filter, or exclude, non-geographic numbers in order to avoid violating call-time restrictions.
- On "Do Not Contact" list (US/UK only) — Use this option to exclude phone numbers appearing on any of the Do Not Contact lists in the messaging system. Select this option only when you are required to use a Do Not Contact list. These lists are maintained by various U.S. states, the Federal Trade Commission (FTC), the DMA, and the United Kingdom.
- VOIP phone — Use this option to exclude VOIP phones.
Use dynamic filters to suppress or include contacts based on a set of rules. The rules can be defined and applied quickly to meet a specific need. For example, to exclude contact attempts in an area where they are experiencing severe weather, create a dynamic rule to suppress specific area codes from the pass.
It is also possible to define AND or OR conditions by adding additional rules to the filter. Once a condition is selected, it applies to all the rules in the sub-campaign.
To define a dynamic filter:
- On the Outbound tab, go to the Filtering Options section next to Dynamic Rules, click Add Rule. The Add Rule dialog appears.
- From the Field Name list, select the item or contact list field name to which the rule applies. For example, select Area Code to create a rule that filters based on the area code of the device fields in the contact list.
- From the Operator list, select the filtering operator from the list.
- In the Value field, enter the numeric value or text string to use for the rule. For example, to exclude Area Code 507, type 507 in the Value field. You can only enter one value. Note: If you are using the Like or Not Like operators, you can use wildcards in this field.
- Select String if the Field Name selection is a text string, or select Number if the Field Name selection is a number.
To define a dynamic filter with multiple rules:
- Following the definition of a dynamic filter, click Add Rule again to define an AND or OR condition to the dynamic filter. The Add Rule dialog appears.
- From the Condition options, select AND if every rule must be true in order for a contact to be excluded, or select OR if only one rule must be true in order for a contact to be excluded.
- Follow the instructions listed above to add the dynamic rule.
Contact Suppression Lists
A contact suppression list(s) configured in the campaign strategy becomes the default for any sub-campaigns that you create using that strategy. The default settings can be overridden or disabled when creating a new sub-campaign, unless the list is designated to be Required.
To select one or more contact suppression lists to associate to a campaign strategy:
- In the Filtering Options section of the Outbound tab, locate Contact Suppression Lists and click Change. A list appears of all suppression lists available in the account and includes the Name and Level of each suppression list, when it Expires, its Type and Channels (Voice, Text and/or Email.)
- From this list you can select suppression list(s) to associate to the campaign. Required lists are not selectable and are automatically associated. The selected list or lists will be available to any sub-campaign created from the campaign strategy.
Do Not Contact Location Rules
Contact Location rules suppress contact attempts using the location of each contact to determine whether to suppress.
Select the Pattern Options
Pattern options are defined on the Outbound tab and include Escalation Type and Execution Order.
The types of escalation available are as follows:
- None. Select this option when escalation is not required.
- Call Pass Based — On each pass, the first contact method for each record is used, based on the priority for that pass and the phone numbers or email addresses available for the contact. Retry attempts on that pass, if specified, use the same number or email address.
- For example, should a record contain three devices, and the desired contact order is first to call device2 (landline home phone), second to call device1 (cell phone) and third to call device3 (work phone), specify that as the prioritized order for making contact attempts.
- Contact Based— Select this option to attempt multiple contact methods on each pass. This requires an input specification file that lists the order of escalation (from the Order field) and the conditions defining the escalation (from the Conditions field), and that a strategy is set to use those conditions. Whatever is listed in the input specification file as a condition must also be selected in the Retry Options for the pass.The supported escalation options are as follows:
- No Answer
- Hangup on Machine
- Bad Number
- Delivered Retry
- Optional Internal Retry
- Undelivered Machine
Pass execution order defines the order in which multiple passes will run. The following execution order options are available:
- Parallel — Multiple passes are executed at the same time, based on user-specified priority. As parallel execution permits attempts in subsequent passes without the requirement that the first pass be completed, parallel execution should be selected when using the Auto Pacing model.
- For example, Assume Pass1 is scheduled to dial from 9:00 AM to 11:00 AM (local time zone) and Pass2 is scheduled to dial from 10:30 AM to 12:00 PM (also local time zone.) Any contact attempts made during Pass1 which meet the criteria selected in the strategy (such as No Answer, Busy, etc.) can be moved immediately to Pass2 and a second contact attempt made when Pass2 begins at 10:30 AM.
- Sequential — Multiple passes are executed sequentially, meaning that supplemental passes will not be executed until at least one attempt on every contact in a list has been made in a previous pass. User specified priority does not apply to sequential passes. If sequential execution is chosen with Auto Pacing, the contact attempts in the first pass will be evenly distributed across the available time and subsequent passes are not attempted. In general, sequential execution should not be selected when using the Auto Pacing model.
Define a Pass
To add a pass, go to the Outbound tab of your campaign, and in the Pattern section, selection the escalation type, the execution order and then choose the channel (Voice, Dialer, Preview, Text, Email) in the + Add Pass section.
Then configure the Pass Options as needed.
Add a Voice pass to run an Outbound IVR campaign that sends automated messages and alerts to your contacts. You can run an Outbound IVR campaign in Power GVP mode, with no agents assigned to the campaign, or in Predictive GVP mode, where contacts are given the option to speak to an agent.
Add a Dialer pass to run a campaign using an automatic dialer that automatically dials phone numbers and then bridges calls to agents.
This channel enables you run a campaign using Predictive dialing, which paces calls automatically to match anticipated agent availability, or Progressive dialing, which dials phone numbers only when an agent is available. In addition, you can run a campaign in ASM mode, also called fast bridging, to optimize bridging time.
Add a Preview pass if you don’t want to use an automatic dialer. Instead, agents preview each record and then manually launch the call.
Use the Text channel to send one-way or two-way text messages to your contacts. With one-way messaging, you simply broadcast a message to every person on your contact list. In this scenario, contacts don’t respond to the scripted message. For example, a wireless provider could send payment reminders to customers who are more than 30 days behind on their bill. Customers are not asked to respond to the text.
If you’re running a campaign that requires a customer's response – for example a questionnaire or appointment confirmation – use two-way SMS.
Use the Email channel to send personalized and customized messages, including embedded links. With email, one-way broadcast is the only option. While custom REPLY TO addresses for direct responses are supported, auto-response (dialogue engine) functionality is not supported.
For example, a hotel chain can email customers to announce an upcoming sale on its website. A customer can reply to the email but a dialogue engine will not be engaged, and therefore interactions will not take place. The reply email will instead go to a specified mailbox.
Edit or Delete a Pass
Once you've defined a pass, a summary of the pass will appear in the Pattern section of the Outbound tab. To edit the pass, click the pass name to open the list of pass options. When you've finished editing, click Save Pass. The changes take effect immediately.
To delete a pass, click the corresponding X that appears next to the pass name and summary.
When adding or editing a pass, the following option set appear in a selectable pop up window in the Add or Edit Pass dialog box.
Multi-channel Pass Definition
This section presents information about multi-channel pass definition, including blending and on-demand messages.
Blended messages are “on-demand” messages, and can be either delivered immediately, or scheduled for the future.
Most outbound sub-campaigns are based off of a contact list. On-demand messages are delivered at the time requested (either immediately, or at a scheduled future time).
On-demand messages (individual messages or batches of messages) can be scheduled for delivery at a future date/time. This can be done from a script, or via the API. A scheduled message can be voice, text, or email, or it can be script-driven.
A “conversation” is a series of messages between the messaging system and a consumer. Before multi-channel blending was introduced, a "conversation" consisted of a series of text messages between the messaging system and a particular wireless device over the course of a sub-campaign. With multi-channel blending, the concept of a conversation extends across all channels and across an entire campaign (as opposed to sub-campaign). In addition, it extends across all devices that belong to a particular Client ID.
Set the Priority
In the Systems Options section, you will set the delivery priority for the campaign. Options are Highest, Normal, and Lowest. If one sub-campaign has a higher priority than another sub-campaign, the high priority sub-campaign is given precedence to available phone lines.
Unless there is a special circumstance that warrants a high or low priority, it’s best to leave this option as the default Normal priority.