Dialer Campaign
Add Dialer Campaign
- To add a dialer campaign, follow the below steps:
- Click on the Services tab on the side navigation.
- Click Outbound Services and select Manage Campaigns.
- A list of all the campaigns appears along with the relevant details.
- Click on Add Dialer Campaign.
- The following screen will appear, prompting you to complete the necessary fields as shown in the screenshot below.
1. Basic Settings
- Preview and Ratio dialer campaign settings
- The following fields appear after selecting Preview as the Dial method.
- Fill the following details in Basic Settings when preview is selected as dial method.
| Field | Description | Options/Examples |
|---|---|---|
| Name | The name of the campaign. | "Winter Sale Campaign" |
| Description | A brief description of the campaign's purpose or details. | "Promoting Winter Sale to existing leads" |
| Dial Method | The dialing method used for the campaign (e.g. Preview). | "Preview" |
| Preview Duration (In seconds) | Time allowed for an agent to review lead details before dialing. | 15 seconds |
| Disposition List | List of call outcomes agents can select after a call. | "Answered, Not Interested, CallBack" |
| Campaign Caller ID | Select the caller ID, this will be the outbound caller ID that will be visible to the customers. Note: You can select multiple caller IDs (up to 10), which will be assigned randomly for calling within the campaign. | +917906900000, +918069000000 |
| Select Lead List(s) | The list of leads to be targeted in the campaign. | "Winter Sale Leads" |
| Wrap Up Time (In seconds) | Enter the time (in seconds) for agents to select the disposition of a call after it ends. To omit the disposition of a call, reduce the wrap-up time to 0 seconds. | 30 seconds |
| Dial Status | Choose the lead status from the lead list for the leads that will be contacted through the Dialer Campaign. | "Active Leads","New","Hot lead" Etc. |
| Refresh Count | Enter the number of retries for missed calls or any unforeseen circumstances on the customer’s end, such as a busy line or other issues. If the customer misses a call, the system will attempt to redial based on the refresh count. Note: If the dial status is set to "New," and the customer misses the call, the call will be marked as "Not Answered." For the system to retry the call, the dial status must be set to both "New" and "Not Answered." Only then will the system attempt to redial the customer marked as "Not Answered." | 3 attempts |
| Refresh Interval (DD: HH: MM) | Enter the number of minutes, hours, or days (in the format DD: HH: MM) after which the dialer will attempt to retry calling the customer. Note: For preview dial, the refresh interval is indicative and acts as a maximum refresh time, depending on the number of dialable leads available in the campaign. | 00:30:00 (30 minutes) |
| After Call Work Duration | It refers to the time interval given to the agent between two consecutive calls, which is allotted after the call has been disposed of. | 20 seconds |
- The following fields appear after selecting Ratio as the Dial method.
- Fill the following details in Basic Settings when Ratio is selected as dial method.
| Field | Description | Options/Examples |
|---|---|---|
| Name | The name of the campaign. | "Sale Campaign Ratio" |
| Description | A brief description of the campaign's purpose or details. | "Sale Campaign for high-value customers" |
| Dial Method | The dialing method (in this case, Ratio). | "Ratio" |
| Dial Ratio | Number of calls dialed per agent. | "1:5" (5 calls dialed for each agent) |
| Disposition List | Select the disposition list that represents the possible call outcomes for the agent. This allows the agent to choose the appropriate disposition after the call is completed. | "Answered, Not Available, CallBack" |
| Campaign Caller ID | Select the caller ID, this will be the outbound caller ID that will be visible to the customers. Note: You can select multiple caller IDs (up to 10), which will be assigned randomly for calling within the campaign. | +917906900000, +918069000000 |
| Select Lead List(s) | The list of leads to be targeted in the campaign. | "High-Value Customers" |
| Wrap Up Time (In seconds) | Enter the time (in seconds) for agents to select the disposition of a call after it ends. To omit the disposition of a call, reduce the wrap-up time to 0 seconds. | 20 seconds |
| Dial Status | Choose the lead status from the lead list for the leads that will be contacted through the Dialer Campaign. | "Active Leads","New","Hot lead" Etc. |
| Queue Timeout (In Seconds) | The maximum time a caller can remain in the queue before the system takes alternative action (e.g., redirect or end the call). | 60 seconds |
| Ring Strategy | Select the strategy such as Random, fewest calls, and longest waiting time strategies, that will be used to distribute calls that are on hold to the agent. | "Fewest Calls" |
| Retry Count | Enter the number of retries for missed calls or any unforeseen circumstances on the customer’s end, such as a busy line or other issues. If the customer misses a call, the system will attempt to redial based on the retry count. | 2 attempts |
| Retry Interval (DD:HH:MM) | Enter the number of minutes, hours, or days (in the format DD: HH: MM) after which the dialer will attempt to retry calling the customer. | 0:30:00 (30 Minutes) |
| After Call Work Duration | It refers to the time interval given to the agent between two consecutive calls, which is allotted after the call has been disposed of. | 20 seconds |
The following fields appear after selecting Progressive as the Dial method.
- Fill the following details in Basic Settings when Progressive is selected as dial method.
| Field | Description | Options/Examples |
|---|---|---|
| Name | The name of the campaign. | "Winter Sale Campaign" |
| Description | A brief description of the campaign's purpose or details. | "Promoting Winter Sale to existing leads" |
| Dial Method | The dialing method used for the campaign (e.g. Progressive). | "Preview" |
| Disposition List | List of call outcomes agents can select after a call. | "Answered, Not Interested, CallBack" |
| Campaign Caller ID | Select the caller ID, this will be the outbound caller ID that will be visible to the customers. Note: You can select multiple caller IDs (up to 10), which will be assigned randomly for calling within the campaign. | +917906900000, +918069000000 |
| Wrap Up Time (In seconds) | Enter the time (in seconds) for agents to select the disposition of a call after it ends. To omit the disposition of a call, reduce the wrap-up time to 0 seconds. | 30 seconds |
| Dial Status | Choose the lead status from the lead list for the leads that will be contacted through the Dialer Campaign. | "Active Leads","New","Hot lead" Etc. |
| Refresh Count | Enter the number of retries for missed calls or any unforeseen circumstances on the customer’s end, such as a busy line or other issues. If the customer misses a call, the system will attempt to redial based on the refresh count. Note: If the dial status is set to "New," and the customer misses the call, the call will be marked as "Not Answered." For the system to retry the call, the dial status must be set to both "New" and "Not Answered." Only then will the system attempt to redial the customer marked as "Not Answered." | 3 attempts |
| Refresh Interval (DD: HH: MM) | Enter the number of minutes, hours, or days (in the format DD: HH: MM) after which the dialer will attempt to retry calling the customer. Note: For preview dial, the refresh interval is indicative and acts as a maximum refresh time, depending on the number of dialable leads available in the campaign. | 00:30:00 (30 minutes) |
| After Call Work Duration | It refers to the time interval given to the agent between two consecutive calls, which is allotted after the call has been disposed of. | 20 seconds |
- Click on Next.
2. Agent Settings
- Fill the following details in Agent Settings.
| Field | Description | Options/Example |
|---|---|---|
| Agent Connection Method | Method for agents to log into the dialer panel. | The options vary as per the Dial Method. For Preview, the below 3 options appear, whereas, in Ratio, "Dial Out (Each Call)" option does not populate. Dial In (Session): Select Dial In (Session) to enable the agent to log into the agent Dialer Panel by making an outbound call to the selected Agent Dial-In Number. Dial Out (Session): Select Dial Out (Session) to enable the agent to log into the agent Dialer Panel by receiving an incoming call on mobile or extension. Dial Out (Each Call): Agent directly logs into the panel without having to make or receive a call. It is a two-way calling process wherein the call patching happens between the agent and the customer. Note: In Dial In (Session) and Dial Out (Session), a session starts when the agent logs into the agent Dialer Panel and remains active until logout. In Dial Out (Each Call), a session is established for each call that the agent makes to customers, and the session ends when the call disconnects. |
| Agent | The specific agent assigned to the campaign. | "Agent John Doe" |
| Enforce Agent Pause Code | Requires agents to enter a pause code when taking a break or pausing their status. (Disable, Enable, Enforce Pause Code) | - Disable Pause Code: The break timer starts as soon as the agent triggers a break and ends when the agent ends the break without providing any option to select the break type. - Enable Pause Code: The break timer starts as soon as the agent triggers a break, but the agent cannot end the break before selecting one of the break types added through the pause code list. - Enforce Pause Code: The break time does not start until the agent selects one of the break types added through the pause code list. |
| Pause Code List | The list of available pause codes agents can select when pausing their status. | "Lunch, Break, Meeting" |
| Ring Timeout (In seconds) | The duration of time (in seconds) the call will ring on the customer number. | 30 seconds |
| Agent Dial-In Number | The Agent Dial-In Number is the phone number that agents will dial to log in or access the dialer campaign. | 918069650000 |
| Agent Only Callback | A toggle option to enable or disable the ability to schedule a callback to the same agent who is scheduling the call. If disabled, the agent can assign the callback to another agent within the campaign. | "Enable" or "Disable" |
- Click on Next.
- Advanced Settings
- Fill the following details in Agent Settings.
| Field | Description | Options/Example |
|---|---|---|
| Agent Wise Caller ID | Toggle to enable or disable agent-specific caller IDs for calls. Note: The Agent Wise Lead List toggle can only be enabled when the Outbound Skill-Based Routing toggle is disabled. | "Disabled" |
| Agent Wise Lead List | Assign specific lead lists to individual agents. | "Enable" |
| Lead List Traversal Order | Select the order for traversing leads. (e.g., Oldest First, Newest First, Random). | "Oldest First" |
| Agent Script | Script that agents will follow during the call. | "Sales Script - Winter Promotion" |
| Campaign Active Time | Time group for when the campaign will be active. | "9:00 AM - 6:00 PM" |
| Campaign Active Time Recording | Choose the active time recording settings for the campaign. | "Enable" |
| Quick Transfer List | Choose a list of quick transfer options available for agents. | "Sales Support, Technical Support" |
| Account DND List | Select the DND list for the campaign to avoid calling numbers on the do-not-disturb list. | "National DND List" |
| Mask Sensitive Lead Details | Toggle to enable masking of sensitive information in lead details. | "Enable" |
| Update Lead Details | Toggle to allow agents to update lead details during the call. | "Enable" |
| Enable Automatic Schedule Call | Toggle option to enable or disable automatic dialing of the call at the specified time. If enabled, the system will automatically dial the call at the scheduled time without manual intervention. | "Enable" |
| Allow Hangup | Toggle to enable or disable the agent’s ability to hang up a call. | "Enable" |
| Allow Transfer/Conference | Toggle to enable the agent to transfer calls or initiate a conference call. | "Enable" |
| Allow Queue Transfer | Toggle to enable the option for agents to transfer calls to an inbound queue. | "Enable" |
| Campaign Only Queue Transfer | Restricts queue transfers within the campaign only, allowing transfers only to selected inbound queues. | "Enable" |
| Enable External Transfer | Toggle option to allow external transfers to numbers outside of the campaign. | "Enable" |
| Allow Campaign Switch | Toggle to allow agents to switch between campaigns during operation. | "Enable" |
| Enable Outbound Skill-Based Routing | Toggle to enable routing calls based on agent skills. Note: The Outbound Skill-Based Routing toggle can only be enabled when the Agent Wise Lead toggle is disabled. In order to enable Outbound Skill-Based Routing, an active lead list must be selected. | "Enable" |
| SMS Template (Outgoing Received Call - Caller) | Select an SMS template to be sent to the caller after receiving their call. Note: The SMS template must be configured with the DIALER - (OUTGOING RECEIVED CALL (TO CALLER)) trigger in Template Management. | "Thank you for calling - Template A" |
| SMS Template (Outgoing Missed Call - Caller) | Select an SMS template to be sent to the caller if the call is missed. Note: The SMS template must be configured with the DIALER - (OUTGOING MISSED CALL (TO CALLER)) trigger in Template Management. | "You missed a call from us" |
| Music On Hold | Select a recording to play while the caller is on hold. | "Classical Music Track A" |
| Enable Messaging | Toggle to enable outbound messaging capabilities (Interactions) for the campaign. | "Enable" |
| Enable WhatsApp | Toggle to enable WhatsApp SMS triggers. | "Enable" |
| WhatsApp Template (Outgoing Received Call - Caller) | Select the WhatsApp message template to send after receiving the caller's message. Note: The template must be configured with the DIALER - (OUTGOING RECEIVED CALL (TO CALLER)) trigger in Template Management. | "Thanks for contacting us" |
| WhatsApp Template (Outgoing Missed Call - Caller) | Select the WhatsApp SMS template that will be sent to the caller when the call is missed. Note: The template must be configured with the DIALER - (OUTGOING MISSED CALL (TO CALLER)) trigger in Template Management. | "You missed a call from us" |
| Enable Video Call | Toggle to enable video calling capability. | "Enable" |
| Video Call Template (Send WhatsApp - Lead number) | Select a WhatsApp template to send to the lead number for a video call. Note: The template must be configured with the DIALER - (VIDEO CALL (TO LEAD NUMBER)) trigger in Template Management. | "Join our Video Call - Winter Promo" |
| Video Call Template (Send SMS - Lead number) | Select an SMS template to send to the lead number for a video call. Note: The template must be configured with the DIALER - (VIDEO CALL (TO LEAD NUMBER)) trigger in Template Management. | "Join our Video Call - Winter Promo" |
| Outbound Announcement Recording | Choose a pre-recorded outbound announcement to be played during the campaign. | "Holiday Offer Announcement" |
| Enable Feedback Recording | Toggle to enable feedback recording after a call ends. | "Enable" |
| Agent Call Patch Music | Choose the recording that will be played when the call is patched to the agent. This recording could include a greeting or a pre-recorded message informing the agent about the call. | "You are now connected to the customer" |
| Feedback Recording | Select the feedback recording that will be played after the call ends for the caller to provide feedback. | "Feedback Request" |
| CSAT Survey | Select the feedback CSAT (Customer Satisfaction) Survey that will be sent to the customer after the call. | Press 1 for Satisfied Press 5 for Not Satisfied |
| Screen Pop-Up URL | After enabling the Screen Pop-Up toggle, you can enter the desired URL in the Screen Pop-Up URL field. This URL will automatically open in a new tab in the browser. | companysupport.com/leadnumber/name |
| Auto Dispose Schedule Callback | Automatically disposes of calls marked as missed, busy, or similar outcomes in the Ratio Dialing Method, ensuring efficient call handling and reducing manual effort by agents. | "Not Answered" or "Busy" |
- Manual Dial Settings
| Field | Description | Options/Example |
|---|---|---|
| Manual Dial Settings | Allows you to configure manual dialing options. There are three options in the dropdown: Disable Manual Dial: Disables manual dialing. Enable Manual Dial: Enables manual dialing for all agents. * Agent Wise Manual Dial: Enables manual dialing for specific agents. | Enable Manual Dial, Agent Wise Manual Dial |
| Manual Lead List | A dropdown to select a lead list for manual dialing. This option is available only if Manual Dial Settings is set to Enable Manual Dial or Agent Wise Manual Dial. If disabled, this field disappears. | Customer Leads List, Sales Leads List |
- Inbound Settings
| Field | Description | Options/Example |
|---|---|---|
| Enable Inbound | A toggle to enable or disable inbound settings for the campaign. | "Enabled" |
| Allow Agents to Opt-Out Temporarily | Toggle to allow agents to temporarily opt out of inbound calls. | "Enabled" |
| Enable Auto Answer | Automatically answers inbound calls for agents. | "Disabled" |
| Inbound List | Dropdown to select the inbound list for the campaign. | "Support Team List" |
| Inbound Queue | Dropdown to select the inbound queue for the campaign. | "Priority Queue 1" |
| Schedule Callback Through Queue | Toggle to allow scheduling callbacks through the inbound queue. | "Enabled" |
- Webform Settings
| Field | Description | Options/Example |
|---|---|---|
| Webform Settings | Allows you to configure webform usage in the campaign. There are three options in the dropdown: 1. Disable Webform: Disables webform usage. 2. Enable Webform: Enables webform usage for all agents. 3. Enforce Webform: Requires agents to fill out a webform for every call. | Disable Webform, Enable Webform, Enforce Webform |
| Web Forms | A dropdown to select a web form for the campaign. This field disappears if Webform Settings is set to Disable Webform. | Contact Form, Lead Form |
- Reporting Settings
| Field | Description | Options/Example |
|---|---|---|
| Reporting Settings | Allows you to set the Call Qualification Duration (in seconds), which defines the minimum time for a call to be qualified for reporting purposes. | Example: "30 seconds", "60 seconds", "120 seconds" |
- Click on Finish.
Updated 11 days ago