Overview
Campaigns hold all the dialer settings, and you cannot dial Outbound or receive Inbound calls without one. This article walks through configuring the Campaign settings on the General tab, which has sections for the Campaign's General Settings and Call Recording settings.
Contents
Before You Begin
This article only covers the most common Campaign settings. To learn more about settings specific to special Campaign Types, use the articles listed below.
- Add and Configure an SMS Campaign
- Add and Configure a Toll-Free SMS Campaign
- Call Catalyst Campaigns and Accounts
- Create a Skill Routing Campaign
- Virtual Agent Campaigns and Remote Users
Configuring the General Tab
1.) Click the Call Center main menu.
2.) Click the Campaigns menu option.
The Show Campaigns page will open.
3.) Click the Campaign's Name to open the settings.
The Campaign Settings page will open on the General tab.
4.) Configure the General Settings as needed:
| Field Name | Description |
|---|---|
| Campaign Name | Name of the Campaign. |
| Description | Additional info or notes about the Campaign. |
| Campaign Type | Defines how the Campaign operates. See options below. |
Normal |
Standard Campaigns Admins can configure to dial their Leads. |
Normal With Intro Message |
Same as Normal Campaigns, but the Lead hears a brief audio message at the start of every call. |
Survey/Broadcast |
Also known as Press 1 Campaigns. Uses a Remote Agent and presents Leads with a survey message answered via dial pad input. |
SMS |
Campaign used to configure text messaging settings. |
Conversational AI |
A recorded message presents questions and the Lead responds. |
Virtual Agent |
Uses the Voso.ai Virtual Agent to place calls and send texts, blending call and SMS capabilities. |
Skill Routing |
Routes calls based on a defined skill set. |
Toll-Free SMS |
Enables text messaging using a Toll-Free number. |
| Caller ID | Campaign’s default Caller ID for Outbound or Manual calls. |
| Default 3-Way/Blind Transfer Caller ID | Phone number displayed to the recipient during a transfer. |
| Use Campaign Caller ID | Displays the Campaign Caller ID selected above. |
| Use Lead’s Phone Number | Displays the Lead’s phone number as the Caller ID. |
| Use Agent’s Extension as Caller ID | Displays the Agent’s extension number as the Caller ID during transfer. |
| Custom Caller ID | Enables Area Code Based Caller ID and allows selection of an ACID List (Add-on feature). |
| Status | Toggle to set the Campaign as Active or Inactive. |
| Jornaya Plugin | Select a Jornaya Plugin to use with the Campaign. |
| TrustedForm Plugin | Select a TrustedForm Plugin to use with the Campaign. |
| Show Layout Options | Toggle to enable selection of a Lead Layout for the Campaign. |
| Lead Layout | Select from default or custom Lead Layouts for the Campaign. |
5.) Configure your Call Recording setting.
-
Recording Call: This setting determines whether Calls are recorded in this Campaign and the Agent's control over the recording process.
-
Never:
Phone calls will never be recorded; Agents do not have the option to start and stop the Recording. -
On Demand:
Phone calls do not start Recording automatically, but Agents have the option to start and stop the Recording at any time. -
All Calls:
Recording starts automatically on every call, but the Agent can stop and restart the Recording at any time. -
All Force:
Recording starts automatically and the Agent does not have the option to stop the Recording.
-
Never:
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