General Options
Options for First Pass
- Pass Name - The pass name.
- Accept Phone Numbers: - Select Landline and Wireless, Landline Only, or Wireless Only.
- Device Selection and Call Priority - If you selected Call Pass Based as the Escalation Type, these options appear. Specify the device and priority for the pass. To move the priority of a device, use the up or down arrows in the corresponding row.
Options for Subsequent Passes
Use these options to determine which contacts will be attempted for that particular pass, based on results of the previous pass/es.
- Accept Contacts From - Select All Passes to reach contacts who were attempted on any previous pass, or select The Previous Pass to attempt contacts who were attempted on the previous pass only.
- Last Voice Messaging result was:
- Last Text Messaging result was:
- Last Email Messaging result was:
- Last Script result was:
For example: your first pass, which was a voice pass, has completed. Your second pass is a text pass, but you only want to contact the customers whose lines were busy in the first pass. In the "Last Voice Messaging result was" section, check the 'Busy' box. The system will only send text messages to the customers whose lines were reported as 'busy' in the voice pass that previously completed.
Timeframe Options
Options for First Pass
- Days to wait - The number of days to wait between the last pass and this one. Select 0 to schedule this pass to run on the same day as the previous pass.
- Allow Attempts On These Days - Select one or more days of the week on which contact attempts are allowed for this pass. You can select different days for each pass.
- Start Time - Select the time of day at which this pass will start. Select Local if the start time is local to the contact, or select an alternate time zone if it is not. For example, if you are messaging in the U.S, and you specify 9AM-9PM Local, the pass will start at 9AM EST in the America/New York time zone and complete at 12AM EST (9PM PST) in the America/Los Angeles time zone. If, however, you were to specify 9AM-9PM America/New York, messaging in the America/Los Angeles time zone would occur only from 12PM-9PM EST (9AM-6PM PST).
- End Time - Select the time of day at which the pass will end.
On subsequent passes (Pass 2, 3, 4, etc.), the following option is also available if you've selected a Fixed pacing model in Pacing Options:
- Delay to Next Attempt (mins) - Specify a time delay to ensure there’s a gap between message attempts. Otherwise, a delivery delay of the first message could result in the first and second message arriving at the same time.
Delivery Options
Add goal options - Use this option to configure a goal for this pass.
- Stop pass after - Enter the value, based on the type of goal you want to achieve:
- Messages attempted - Select this option to stop the pass after the specified number of contact attempts.
- Achieving script goal - Select this option to stop the pass after achieving the specified value identified in the script being used for the sub-campaign.For example, to stop the pass after 30,000 message attempts, enter 30000. To stop a pass after collecting $25,000, enter 25000.
Pacing Options
- Pacing Model -
- Fixed - Enable if you want to attempt a specific number of records per minute.
- Auto - Enable if you want to evenly distribute contact attempts over the sub-campaign period.
If you enable the Auto pacing model, the following option is available:
- Priority - Select from the available options to assign delivery priority, such as High, Medium, Low, or Background to a sub-campaign. If one sub-campaign has a higher priority than another sub-campaign, the high priority sub-campaign is given precedence to available phone lines. We recommend you avoid Background, as this doesn't qualify for priority pacing. For instance, if you're running two campaigns, one with High priority and one with Background priority, the High priority campaign would run at 100% and the Background priority campaign would run at 0%. Medium is a standard default setting and ensures there is an even balance between campaigns.
General Options
Options for First Pass
- Pass Name - The pass name.
- Accept Phone Numbers: - Select Landline and Wireless, Landline Only, or Wireless Only.
- Device Selection and Call Priority - If you selected Call Pass Based as the Escalation Type, these options appear. Specify the device and priority for the pass. To move the priority of a device, use the up or down arrows in the corresponding row.
Options for Subsequent Passes
Use these options to determine which contacts will be attempted for that particular pass, based on results of the previous pass/es.
- Accept Contacts From - Select All Passes to reach contacts who were attempted on any previous pass, or select The Previous Pass to attempt contacts who were attempted on the previous pass only.
- Last Voice Messaging result was:
- Last Text Messaging result was:
- Last Email Messaging result was:
- Last Script result was:
For example: your first pass, which was a voice pass, has completed. Your second pass is a text pass, but you only want to contact the customers whose lines were busy in the first pass. In the "Last Voice Messaging result was" section, check the 'Busy' box. The system will only send text messages to the customers whose lines were reported as 'busy' in the voice pass that previously completed.
Timeframe Options
Options for First Pass
- Days to wait - The number of days to wait between the last pass and this one. Select 0 to schedule this pass to run on the same day as the previous pass.
- Allow Attempts On These Days - Select one or more days of the week on which contact attempts are allowed for this pass. You can select different days for each pass.
- Start Time - Select the time of day at which this pass will start. Select Local if the start time is local to the contact, or select an alternate time zone if it is not. For example, if you are messaging in the U.S, and you specify 9AM-9PM Local, the pass will start at 9AM EST in the America/New York time zone and complete at 12AM EST (9PM PST) in the America/Los Angeles time zone. If, however, you were to specify 9AM-9PM America/New York, messaging in the America/Los Angeles time zone would occur only from 12PM-9PM EST (9AM-6PM PST).
- End Time - Select the time of day at which the pass will end.
Delivery Options
- Bridge Calls to Agent when - Bridge All Calls to Agents is the only available option.
- Caller ID Number - This is the number that will appear on customer’s Caller ID display. It should be a valid number that belongs to you or your contact center (in many locations, this is a legal requirement). If you select <Account Default> from the list, and you later change the default caller ID number, the sub-campaign will automatically usethe new default number.
Goal Options:
The following goal options are available:
- Stop pass after - Enter the value, based on the type of goal you want to achieve:
- Messages attempted - Select this option to stop the pass after the specified number of contact attempts.
- Achieving script goal - Select this option to stop the pass after achieving the specified value identified in the script being used for the sub-campaign. For example, to stop the pass after 30,000 message attempts, enter 30000. To stop a pass after collecting $25,000, enter 25000.
Retry Options
- Retry Busy Calls - Select the number of retry attempts to be made for numbers that are busy, along with the number of minutes between attempts. The defaults are set to retry a busy number three times, waiting five minutes before each retry.
- Retry Attempts - Select the number of retry attempts to be made for the selected option(s) along with the number of minutes between attempts. The defaults are set to retry twice, waiting thirty minutes before the retry.
When Call Result is:
- No Answer - Select this option to retry the call when there is no answer.
- Hang Up on Machine - Select this option to retry if the system reached an answering machine and hung up. (Applies only if you did not select Deliver to answering machines under Delivery Options.)
- Undelivered Machine - Select this option to retry if the system reached an answering machine, voice mail, or automated attendant that did not allow us to deliver at least 10 seconds of the message, or the entire message if less than 10 seconds.
- Bad Device - Select this option to retry for bad device issues such as a broken answering machine, broken phone, bad phone line, connection to a fax machine, etc. In general, bad device indicates that tones were detected instead of voices when the connection was made.
- Delivered without success - The message was delivered, but as part of a script path that resulted in an 'unsuccessful' status. For example, the message may have been delivered to the device, but not to the right person, or the person you were trying to reach. If the script you are using for a sub-campaign does not include a path that results in an 'unsuccessful' status, this option is not available when editing the passes for the sub-campaign.
Pacing Options
- Enable Push Preview - Enable to push customer records through to agent portals.
- Pacing Model - as follows:
Predictive Pacing
In Predictive, the system uses an algorithm to predict agent availability. In Preview passes, putting a campaign in Predictive mode doesn't invoke the automatic dialer; it simply predicts when to send the next record to an agent. When you enable Predictive pacing, the following option is available:
- Priority - Select from the available options to assign delivery priority, such as High, Medium, Low, or Background to a sub-campaign. If one sub-campaign has a higher priority than another sub-campaign, the high priority sub-campaign is given precedence to available phone lines.
Important: We recommend you avoid Background, as this doesn't qualify for priority pacing. For instance, if you're running two campaigns, one with High priority and one with Background priority, the High priority campaign would run at 100% and the Background priority campaign would run at 0%. Medium is a standard default setting and ensures there is an even balance between campaigns.
Fixed Pacing
In Fixed, contact attempts are paced based on a defined number of record attempts per minute. When you enable Fixed pacing, the following option is available:
- Requested Attempts per Min. - The Requested Attempts per Min. option is not applicable.
General Options
Options for First Pass
- Pass Name - The pass name.
- Accept Phone Numbers: - Select Landline and Wireless, Landline Only, or Wireless Only.
- Device Selection and Call Priority - If you selected Call Pass Based as the Escalation Type, these options appear. Specify the device and priority for the pass. To move the priority of a device, use the up or down arrows in the corresponding row.
Options for Subsequent Passes
Use these options to determine which contacts will be attempted for that particular pass, based on results of the previous pass/es.
- Accept Contacts From - Select All Passes to reach contacts who were attempted on any previous pass, or select The Previous Pass to attempt contacts who were attempted on the previous pass only.
- Last Voice Messaging result was:
- Last Text Messaging result was:
- Last Email Messaging result was:
- Last Script result was:
For example: your first pass, which was a voice pass, has completed. Your second pass is a text pass, but you only want to contact the customers whose lines were busy in the first pass. In the "Last Voice Messaging result was" section, check the 'Busy' box. The system will only send text messages to the customers whose lines were reported as 'busy' in the voice pass that previously completed.
Timeframe Options
Options for First Pass
- Days to wait - The number of days to wait between the last pass and this one. Select 0 to schedule this pass to run on the same day as the previous pass.
- Allow Attempts On These Days - Select one or more days of the week on which contact attempts are allowed for this pass. You can select different days for each pass.
- Start Time - Select the time of day at which this pass will start. Select Local if the start time is local to the contact, or select an alternate time zone if it is not. For example, if you are messaging in the U.S, and you specify 9AM-9PM Local, the pass will start at 9AM EST in the America/New York time zone and complete at 12AM EST (9PM PST) in the America/Los Angeles time zone. If, however, you were to specify 9AM-9PM America/New York, messaging in the America/Los Angeles time zone would occur only from 12PM-9PM EST (9AM-6PM PST).
- End Time - Select the time of day at which the pass will end.
Delivery Options
- Bridge Calls to Agent when - Select Live Party Detected to bridge calls only when a live party is detected, or select Live Party or Answering Machine Detected to bridge calls when either a live party or an answering machine is detected.
- Caller ID Number - This is the number that will appear on customer’s Caller ID display. It should be a valid number that belongs to you or your contact center (in many locations, this is a legal requirement). If you select <Account Default> from the list and you later change the default caller ID number, the sub-campaign will automatically use the new default number.
- Deliver to answering machines - Select this option to leave the answering machine version of the message when it reaches an answering machine or voice mail. Clear this option to hang up on an answering machine without leaving a message.
Goal Options
The following goal options are available:
- Stop pass after - Enter the value, based on the type of goal you want to achieve:
- Messages attempted - Select this option to stop the pass after the specified number of contact attempts.
- Achieving script goal - Select this option to stop the pass after achieving the specified value identified in the script being used for the sub-campaign. For example, to stop the pass after 30,000 message attempts, enter 30000. To stop a pass after collecting $25,000, enter 25000.
Retry Options
- Retry Busy Calls - Select the number of retry attempts to be made for numbers that are busy, along with the number of minutes between attempts. The defaults are set to retry a busy number three times, waiting five minutes before each retry.
- Retry Attempts - Select the number of retry attempts to be made for the selected option(s) along with the number of minutes between attempts. The defaults are set to retry twice, waiting thirty minutes before the retry.
When Call Result is:
- No Answer - Select this option to retry the call when there is no answer.
- Hang Up on Machine - Select this option to retry if the system reached an answering machine and hung up. (Applies only if you did not select Deliver to answering machines under Delivery Options.)
- Undelivered Machine - Select this option to retry if the system reached an answering machine, voice mail, or automated attendant that did not allow us to deliver at least 10 seconds of the message, or the entire message if less than 10 seconds.
- Bad Device - Select this option to retry for bad device issues such as a broken answering machine, broken phone, bad phone line, connection to a fax machine, etc. In general, bad device indicates that tones were detected instead of voices when the connection was made.
- Delivered without success - The message was delivered, but as part of a script path that resulted in an 'unsuccessful' status. For example, the message may have been delivered to the device, but not to the right person, or the person you were trying to reach. If the script you are using for a sub-campaign does not include a path that results in an 'unsuccessful' status, this option is not available when editing the passes for the sub-campaign.
While there is no harm in retrying busy numbers numerous times during a voice pass, we advise you not to be too aggressive in retrying numbers that are not answered or numbers that are answered by a machine. Because some Caller ID devices keep a record of attempted calls from the originating Caller ID number, your contacts may complain that you are calling too often.
Pacing Options
- Enable Predictive Pacing - In this mode, the automatic dialer paces calls to match anticipated agent availability. If you do not select this, the campaign will run in Progressive mode, where a phone number is dialed only when an agent is available to handle the call.
- Target Abandon Rate - Select the desired percent Target Abandon Rate (The percentage of calls abandoned by the customer before being connected to an agent).
- Enable Fast Bridging - Select if you want to run the campaign in ASM Mode.
- Requested Attempts per Min. - The Requested Attempts per Min. option is not applicable.
- Priority - Select from the available options to assign delivery priority, such as High, Medium, Low, or Background to a sub-campaign. If one sub-campaign has a higher priority than another sub-campaign, the high priority sub-campaign is given precedence to available phone lines.
Important: We recommend you avoid Background, as this doesn't qualify for priority pacing. For instance, if you're running two campaigns, one with High priority and one with Background priority, the High priority campaign would run at 100% and the Background priority campaign would run at 0%. Medium is a standard default setting and ensures there is an even balance between campaigns.
General Options
Options for First Pass
- Pass Name - The pass name.
- Accept Phone Numbers: - Select Landline and Wireless, Landline Only, or Wireless Only.
- Device Selection and Call Priority - If you selected Call Pass Based as the Escalation Type, these options appear. Specify the device and priority for the pass. To move the priority of a device, use the up or down arrows in the corresponding row.
Options for Subsequent Passes
Use these options to determine which contacts will be attempted for that particular pass, based on results of the previous pass/es.
- Accept Contacts From - Select All Passes to reach contacts who were attempted on any previous pass, or select The Previous Pass to attempt contacts who were attempted on the previous pass only.
- Last Voice Messaging result was:
- Last Text Messaging result was:
- Last Email Messaging result was:
- Last Script result was:
For example: your first pass, which was a voice pass, has completed. Your second pass is a text pass, but you only want to contact the customers whose lines were busy in the first pass. In the "Last Voice Messaging result was" section, check the 'Busy' box. The system will only send text messages to the customers whose lines were reported as 'busy' in the voice pass that previously completed.
Timeframe Options
Options for First Pass
- Days to wait - The number of days to wait between the last pass and this one. Select 0 to schedule this pass to run on the same day as the previous pass.
- Allow Attempts On These Days - Select one or more days of the week on which contact attempts are allowed for this pass. You can select different days for each pass.
- Start Time - Select the time of day at which this pass will start. Select Local if the start time is local to the contact, or select an alternate time zone if it is not. For example, if you are messaging in the U.S, and you specify 9AM-9PM Local, the pass will start at 9AM EST in the America/New York time zone and complete at 12AM EST (9PM PST) in the America/Los Angeles time zone. If, however, you were to specify 9AM-9PM America/New York, messaging in the America/Los Angeles time zone would occur only from 12PM-9PM EST (9AM-6PM PST).
- End Time - Select the time of day at which the pass will end.
On subsequent passes (Pass 2, 3, 4, etc.), the following option is also available if you've selected a Fixed pacing model in Pacing Options:
- Delay to Next Attempt (mins) - Specify a time delay to ensure there’s a gap between message attempts. Otherwise, a delivery delay of the first message could result in the first and second message arriving at the same time.
Delivery Options
- Caller ID Number - This is the number that will appear on customer’s Caller ID display. It should be a valid number that belongs to you or your contact center (in many locations, this is a legal requirement). Select one of the numbers on the list, or select <Account Default> to use the caller ID number that is defined as the default for the account. If you select <Account Default>, and you later change the default caller ID number to another number, the sub-campaign will automatically present the new default number. If necessary, you can add additional Caller ID numbers to this list, or change the default caller ID number to another number. See Add a Caller ID number, Change a Caller ID number.
- Deliver to answering machines - Most scripts are written such that a message can be delivered to a live person or an answering machine. Often it is a variant of the same message. Select this option to leave the answering machine version of the message when it reaches an answering machine or voice mail. Clear this option to hang up on an answering machine without leaving a message.
- Add goal options - Use this option to configure a goal for this pass.
- Stop pass after - Enter the value, based on the type of goal you want to achieve:
- Messages attempted - Select this option to stop the pass after the specified number of contact attempts.
- Achieving script goal - Select this option to stop the pass after achieving the specified value identified in the script being used for the sub-campaign. For example, to stop the pass after 30,000 message attempts, enter 30000. To stop a pass after collecting $25,000, enter 25000.
Retry Options
- Retry Busy Calls - Select the number of retry attempts to be made for numbers that are busy, along with the number of minutes between attempts. The defaults are set to retry a busy number three times, waiting five minutes before each retry.
- Retry Attempts - Select the number of retry attempts to be made for the selected option(s) along with the number of minutes between attempts. The defaults are set to retry twice, waiting thirty minutes before the retry.
- When Call Result is:
- No Answer - Select this option to retry the call when there is no answer.
- Hang Up on Machine - Select this option to retry if the system reached an answering machine and hung up. (Applies only if you did not select Deliver to answering machines under Delivery Options.)
- Undelivered Machine - Select this option to retry if the system reached an answering machine, voice mail, or automated attendant that did not allow us to deliver at least 10 seconds of the message, or the entire message if less than 10 seconds.
- Bad Device - Select this option to retry for bad device issues such as a broken answering machine, broken phone, bad phone line, connection to a fax machine, etc. In general, bad device indicates that tones were detected instead of voices when the connection was made.
- Delivered without success - The message was delivered, but as part of a script path that resulted in an 'unsuccessful' status. For example, the message may have been delivered to the device, but not to the right person, or the person you were trying to reach. If the script you are using for a sub-campaign does not include a path that results in an 'unsuccessful' status, this option is not available when editing the passes for the sub-campaign.
While there is no harm in retrying busy numbers numerous times during a voice pass, we advise you not to be too aggressive in retrying numbers that are not answered or numbers that are answered by a machine. Because some Caller ID devices keep a record of attempted calls from the originating Caller ID number, your contacts may complain that you are calling too often.
Pacing Options
Select Predictive or Fixed pacing mode, as follows.
Predictive Pacing:
Enable Predictive if you are assigning agents to the campaign. In this mode, a customer is given the option to speak to an agent after hearing the automated message or alert. If you enable Predictive, you have two options.
Option 1:
- Enable Abandon Rate Pacing - paces calls based on target abandon rate (the percentage of calls abandoned by the customer before being connected to an agent).
- Target Abandon Rate - Select the desired percent Target Abandon Rate.
Option 2:
- Enable Average Distribution Duration - distributes the calls over a specified period of time.
- Average Distribution Duration (secs) Specify the time in seconds
Fixed Pacing:
Enable Fixed if you are not assigning agents to the campaign. In this mode, a customer hears the message or alert and then the call ends. If you enable Fixed, you can go to Timeframe Options and specify a delay between message attempts to ensure there's a gap between each message attempt.
In Fixed mode, you have the following option:
- Requested Attempts per Minute - Define the number of attempts to be made per minute.
Now select the Priority - Here, you assign delivery priority, such as High, Medium, Low, or Background to a sub-campaign. If one sub-campaign has a higher priority than another sub-campaign, the high priority sub-campaign is given precedence to available phone lines.
Important: We recommend you avoid Background priority, as this doesn't qualify for priority pacing. For instance, if you're running two campaigns, one with High priority and one with Background priority, the High priority campaign would run at 100% and the Background priority campaign would run at 0%. Medium is a standard default setting and ensures there is an even balance between campaigns.
- 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.
Contents
[hide]Campaigns
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.
Outbound Options
- 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.
Filtering Options
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.
Compliance Filters
- 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.
Dynamic Rules
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.
Escalation Type
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:
- Busy
- No Answer
- Hangup on Machine
- Bad Number
- Delivered Retry
- Optional Internal Retry
- Undelivered Machine
Execution Order
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.
Voice Pass
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.
Dialer Pass
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.
Preview Pass
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.
Text Pass
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.
Email Pass
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.
Pass Options
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.
Multi-Channel Blending
A script, while communicating with a consumer via voice or text, can initiate a follow-up message to the consumer via voice, text, email, or web. Follow-up messages are initiated from AVM or Dialer scripts by calling an extension function from the script XML. Follow-up messages are initiated from JavaScript by calling a new JavaScript function.
Blended messages are “on-demand” messages, and can be either delivered immediately, or scheduled for the future.
On-demand Messages
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).
Message attempts that are initiated via the script (such as blending) are on-demand, and attempts initiated via the API can also be on-demand. On-demand messaging provides a way to send individual messages or small batches of messages without creating a new sub-campaign for each batch. It also allows messages to be attempted very quickly, as opposed to the 1-2 minute setup time normally associated with starting a list-based sub-campaign.
Outbound on-demand messages use a campaign strategy, just like list-based outbound messages do.
Currently, outbound on-demand messages use on-demand strategies, which must be defined in the Enterprise Account. To implement manual dialing capabilities, the script must contain dialer code. Any clients needing an on-demand strategy or script should contact their Account Representative.
On-demand messages are not part of regular passes in a contact strategy. Instead, they automatically become part of an on-demand pass. The messaging system automatically creates on-demand passes in a sub-campaign as needed to accommodate on-demand messages. Just like regular passes, on-demand passes each contain messages only for a particular channel type.
On-demand passes have Pass IDs that are much larger (for example 900 or greater) than regular passes. In detail reports, the Pass ID field will be left blank for contact attempts that are part of an on-demand pass.
Currently, on-demand passes do not appear in the user interface, but they do appear in Multi-channel Summary and All Contacts reports.
Scheduled Messages
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.
In general, it is best not to create scheduled messages for a time in the future greater than two weeks. Also, in terms of scripting, it would be best not to promise delivery at an exact time, but rather to offer delivery within a time window. For example, a script could say “if you’d like us to call you back between 3:00 and 5:00pm, press 1 now,” and it could then schedule the message for 3:00pm. If a large quantity of messages are scheduled for 3:00pm, then some or all of them may be delivered later than 3:00pm.
Because scheduled messages are on-demand messages, they are part of on-demand passes.
Example use cases:
In an AVM call, the consumer makes a promise to pay. The script then schedules an AVM reminder call to be sent two days before the promised payment date.
Five minutes after the last message in a text conversation, the script sends a reminder to the consumer to erase the text message log from their phone (for security purposes).
- Call back at a more convenient time (voice to voice blending).
Conversations
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.
For example, if within a particular campaign, you run sub-campaign 1, which leaves a voice mail on an consumer’s landline, then run sub-campaign 2 which sends that same consumer a text on their wireless device, and finally that consumer replies to the text with an inbound text, then all three messages would be part of the same conversation for reporting purposes. Detail reports include a field which provides the sequence number of each message in a conversation.
A few important notes:
- An inbound text message using a top-level keyword always starts a new conversation.
- An inbound text or voice message using a device that has not previously been used in the conversation will start a new conversation.
- If an inbound voice or text message comes in on a device that appears in more than one contact in the account, it will be associated with the most recently created of those contacts for purposes of determining the conversation that it belongs to.
Also note that conversation sequence IDs always begin at 1 for the portion of each conversation shown in each detail report. In other words, conversation sequence IDs are a reporting concept, generated at the time the report is run. A particular message attempt can have different conversation sequence IDs in different detail reports.
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.