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Outbound Quick Start: Load a New Sub-campaign and Make a Call

This is a short guide to loading a new outbound sub-campaign and making the first call.

Tip
A campaign is created when you want to define and organize specific strategies and settings for outbound messaging that can then be applied across various sub-campaigns (similar to a template). When you create a new sub-campaign, it takes on the settings of the campaign it is associated with.

The Basics

What we're going to do is:

  1. Load a contact list.
  2. Make an agent ready.
  3. Launch an Outbound sub-campaign.
  4. Make the first call.

    Load a contact list

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    Before you can send outbound messages, you need to load a list of contacts, or records, into the system. Once a contact list is imported into the system, you can use it for as many sub-campaigns as you'd like. You can also combine multiple contact lists into larger lists.

    If you already have a contact list imported into the system, you can skip to the next section.

    Otherwise, you will need to create or import a contact list as the first step.

    Make your agent ready to receive calls

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    Your agent needs to be in a Ready state to make or receive calls. Depending on how the account has been set up, an agent might be in a different state (such as Not Ready) when first logging in.

    Log in to Agent Desktop and make your agent ready.

    Once your agent is ready, change the dashboard view to the My Campaigns tab. This is where the campaigns will appear once they are loaded and active. (Your agents can also go here to see if there is any current work available.)

    We will return to this screen after the campaign is loaded and active.

    Create a new outbound sub-campaign

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    Log in to Enterprise Manager and use Find Accounts to return a list of available accounts. You should see the Enterprise Account (identified by the word Enterprise next to its name) followed by at least one dialing account.

    Sign In to the dialing account. (You won't be asked for a user name or password as the system just loads the available campaigns based on the credentials you used for signing into the Enterprise Manager.)

    When you find the type of campaign you want, use the Actions dropdown to select New Outbound.

    In this example, we have selected a new Preview type sub-campaign .

    Add the details for the new sub-campaign

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    Now you need to provide the details for the new sub-campaign. Some of the details will already be filled in by the system, but you will need to do the following:

    • Select a Contact List.
    • Enter a Name for the sub-campaign (or just accept the one the system automatically generates).
    • Use the Options section to apply any additional options (such as phone number or location filters) you want for this sub-campaign.

    When you are done, click Send Sub-campaign to apply these settings to the new sub-campaign.

    After the sub-campaign successfully loads, it will show up under the Campaigns list.

    Confirm the sub-campaign is running

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    If you now go back to Agent Desktop, a few things will happen:

    • On the My Campaigns tab, the sub-campaign will show as Running.
    • A toast will appear to announce that a new sub-campaign has started.

    Because this particular sub-campaign is a Preview type, you would select Get Record to pull (or preview) the record from the contact list.

    Call the contact

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    After you accept the toast (or pull the record), you can call the contact.

    When the contact answers, the call is bridged between the agent and the contact. You will now have other options available for handling the call, such as Hold Call, Instant Call Transfer, and so on.

    You'll know the call is bridged when your Workspace toolbar looks something like this: Ocs bridged call.png

    After completing the call, you can do things like select a disposition code (or enter your own), add a note to provide more information related to the contact or that particular call, flag the contact for a suppression list (such as Do Not Call), and so on.

    These details can later be used for reporting and performing other operational analytics for your contact center.

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This page was last modified on 15 September 2016, at 06:51.