Overview

Campaigns organize the settings for the Dialer, Users, Queues, and Leads. From here, you can control all settings related to dialing your Leads, including when and who to dial. Good Campaign settings are the key to your success. This article will review the process for creating a New Campaign and provide resources for different Campaign Settings.

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Contents

• Create a New Campaign
  • Campaign Settings tabs

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Create a New Campaign

1.) Click the Call Center main menu.

2.) Click the Campaigns menu option.

The Show Campaigns page will open.

3.) Click on the blue Add Campaign button at the top-right.

Note: You will get an error message popup if you reach the maximum number of allowed Campaigns. Please contact our Support Team (help@convoso.com) if you receive this message.

4.) The Create Campaign window will open; configure the following:

• Name: This is the name you will use to identify the Campaign in other areas. Such as when you are assigning Agents.
• Caller ID: The phone number that will be displayed as the Caller ID on the Lead’s phone.
• Campaign Type:
  • Normal: A standard Campaign in which people can determine how, when and which Leads to dial.
  • SMS: An SMS Campaign for sending SMS messages to Leads.
  • Conversational AI: A Campaign in which questions are presented by a recorded message, and answers are provided by the Lead.
  • Skill Routing: A Campaign that will route calls based on a skill set.
    For example: You might route calls based on the Lead's State so that only Agents licensed within the same State will receive their calls.  
• Status: Toggle switch that determines if your Campaign is Active or Inactive.

5.) Click the blue Create Campaign button.

There will be several more steps to fill out the remaining Campaign sections; each screen will feature a Skip button at the bottom of the window.

We recommend using the Skip button to bypass configuring your settings within the Create a Campaign Wizard. Once you reach the end, you can configure these settings in a more spacious format within the Campaign Settings page.

6.) Click the blue Finish button.

7.) The Campaign Settings page for your new Campaign will open. 

Campaign Settings Tabs

There are several tabs, each containing various settings impacting your dialing and Campaign functionality.

 

• You will start on the General tab whenever you access Campaign Settings.
  • To learn more about the General tab, see:
    Configure a Campaign: General Tab.
• The Outbound Settings tab contains settings related to your Dialing Method.
  • To learn more about the Outbound Settings tab, see:
    Configure a Campaign: Outbound Settings Tab.
• The Inbound Settings tab determines the Priority of Inbound Calls and Queue Details.
  • To learn more about the Inbound Settings tab, see:
    Configure Campaign Outbound Call Priorities and
    Assigning Queues to a Campaign.
• Call Routing & Analysis includes settings related to Call Routing, Hold Settings, Overflow Settings, and Call Analysis.
  • To learn more about these settings, see:
    Set up Campaign Outbound Call Routing Method,
    Edit Hold Music in a Campaign,
    Set up Overflow Call Settings, or
    Using Answering Machine Detection (AMD).
• The Leads tab includes Lead Creation, Lead Filters, Lead Lists, etc.
  • To learn more about the Leads tab, see:
    API Lead Creation Settings & Campaign Local Call Time Rules,
    Choosing the Default List for New Leads,
    Understanding Campaign Lead Calling Order,
    Scrubbing Leads against DNC Lists,
    Create Advanced Lead Filters and apply them to Campaigns, and
    Add New List.
• The Dispositions tab includes the settings for how calls are dispositioned based on Status and Call Attempt. And the Quick Disposition button settings.
  
  • To learn more about the Dispositions tab, see:
    Set up Campaign Dispositions,
    Set Availability on Quick Dispositions, and
    Setting up Campaign Workflow Based Dialing. 
• The Assigned Users tab determines which Agents are assigned to your Campaign.
  • To learn more about the Assigned Users tab, see:
    Assign Users to a Campaign.
• The Hopper tab includes settings for Hopper functionality and the Leads currently in the Hopper.
  • To learn more about the Hopper tab, see:
    Hopper Configuration.
• The Auto Logout tab allows you to set parameters for automatically logging out Agents in Pause, Wrap-up, and Dead Call statuses.
  • To learn more about the Auto Logout tab, see:
    Setting up Campaign Auto Logout Feature. 
• The Schedules tab allows you to create Schedules for the Campaign and Dial Level. 
  • To learn more, see:
    Setting up Campaign Schedules,
    Set up Campaign Local Time Schedules, and
    Setting up Campaign Dial Level Schedule.
• The Admin Logs tab tracks Campaign activities by Admins.
  • There are no settings to configure in this tab.
• Advanced Configurations: This tab is a drop-down that opens different pages depending on which choice you choose from the drop-down.
  • Quota: A Campaign Quota is a target per Disposition in a given Campaign as a required minimum for a specified period.
    • To learn more, see:
      Configure the Campaign Quota Settings.
  • Agent Skills: This page allows you to designate the Skill Rankings of the Agents in this Campaign, which can be used to Route Calls.
    • To learn more, see:
      Agent Campaign Skill Rankings.
  • Transfer Numbers: This page allows you to add phone numbers for Agents to use when Transferring calls in the Interface.
    • To learn more, see:
      Add Predefined Numbers for Transferring Calls.
  • HotKeys: The function on this page allows you to designate specific keys for Quick Dispositioning calls per Campaign.
    • To learn more, see:
      Setting up and Turning on the Hotkey Feature.
  • Additional Configuration: This page includes multiple settings, Wrapup Time Limit, Scripts, Webforms, and Embedded Websites.
    • To learn more, see:
      Using Wrapup Time Limit,
      Call Launch Settings for a Campaign,
      Configuring Dynamic Scripts on Campaign, Configure an Embedded Web Form, and
      Configure an Embedded Website.
  • Disposition Notes: These are predefined texts that Agents can select in the Disposition window.
    • To learn more, see:
      Assign a Disposition Note to Campaign.
  • Voicemail Drops: This page allows you to select recordings for Voicemail Drops.
    • To learn more, see:
      Add Voicemail Drop Audio to Campaign.

 

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