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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.

Configuring the General Tab

1.) Click the Call Center main menu.

2.) Click the Campaigns menu option.

The Show Campaigns page will open.

Open Show Campaigns - New Color.png

3.) Click the Campaign's Name to open the settings.

Click Campaign Name to Open Settings.png

The Campaign Settings page will open on the General tab.

4.) Configure the General Settings as needed:

  • Campaign Name: Name of the Campaign.
  • Description: Additional info or notes about the Campaign.
  • Campaign Type:

    • Normal: This is for standard Campaigns Admins can configure to dial their Leads.

    • Normal With Intro Message: These are identical to Normal Campaigns; however, the Lead will hear a brief audio message at the start of every call.

    • Survey/Broadcast: These are also known as Press 1 Campaigns. The Campaign places calls using a Remote Agent and presents Leads with a Survey message that the Lead answers by pressing digits on their dial pad.

    • SMS: A Campaign for configuring text messaging settings.

    • Conversational AI: A Campaign in which a recorded message presents questions, and the Lead answers.

    • Virtual Agent: A Campaign equipped with the Voso.ai Virtual Agent. Virtual Agent Campaigns blend call and SMS capabilities, allowing the Voso.ai Virtual Agent to place calls and send texts.

    • Skill Routing: A Campaign that will route calls based on a skill set.

    • Toll-Free SMS: A Campaign that enables text messaging with a Toll-Free number. 

  • Caller ID: Campaign's default Caller ID when doing Outbound or Manual calls.

  • Default 3-Way/Blind Transfer Caller ID: Select the phone number the system displays on the Caller ID of the person receiving a Transfer.

    • Use Campaign Caller ID: The system will display the Caller ID chosen in the setting above for this Campaign.

    • Use Lead's Phone Number: The system will display the Lead's phone number as the Caller ID.

    • Use Agents' Extension as Caller ID: The system will display the extension number for the Agent making the Transfer.

  • Custom Caller ID: Enable Area Code Based Caller ID and select an ACID List in these drop-downs.
    • Area Code Based Caller ID is an Add-on Feature that matches the area code on the Caller ID to the Lead's area code.
  • Status: This toggle allows Admins to switch a Campaign between Active and Inactive.
  • Jornaya Plugin: Select a Jornaya Plugin in this drop-down. 
  • TrustedForm Plugin: Select a TrustedForm Plugin in the drop-down.
  • Show Layout Options: Toggle to yes to select a Lead Layout to use with this Campaign.
  • Lead Layout: Select from the default and custom Lead Layouts in this drop-down.

Normal Camp - General Settings.png

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.

Call Recording and Apply Changes - General Tab.png

 

 

 

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