Engage Voice | Creating a campaign
Last updated on June 30, 2021
Campaigns are a way to organize and manage the different types of outbound calls leaving your contact center. You can configure campaigns by creating custom agent dispositions, uploading lead lists, setting schedules for dialing, activating compliance-supporting tools, and more.
Once you’ve created and configured your dial group, you can begin creating campaigns within that group to segment and configure your outgoing calls. Remember that all the campaigns within any given dial group will use the dialing mode you selected in your dial group configuration settings.
Creating a campaign
- Navigate to Dialing > Campaigns.
- Hover your mouse over the dial group you wish to add a campaign to and select the New campaign plus icon that appears at far right to navigate to the campaign’s configuration settings.
- Use the General configuration page to choose a Name for your campaign (required).
- Provide a Start Date and End Date for your campaign (required).
- Use the Dialer Settings section to enter a Caller ID for your campaign (required).
- Configure any other desired settings in the General configuration page for the campaign.
- Click the Save button at bottom right to save your changes.
Campaign configuration options
- General: Use this option to configure the following configuration settings:
- Basic campaign settings, including the name of the campaign and the start and end date
- Dialer settings, such as Caller ID and ring times
- Predictive dialing ratios and settings
- Call recording settings
- Campaign audio settings
- Agent campaign settings, including script assignment and disposition settings
- User-defined auxiliary labels
- Integration settings
- Schedules: Use this option to configure your daily campaign schedule.
- Dispositions: Use this option to manage your campaign’s agent dispositions.
- Pass Actions: Use this option to configure parameters the system will use to apply passes on leads, from setting the number of max pass limits to deciding which system dispositions should count as a pass for a lead.
- Requeue Shortcuts: Use this option to create shortcuts your agents can use to place leads in an inbound queue.
- Phone book: Use this option to create and manage campaign-specific phonebook entries.
- Loaded Lists: Use this option to upload and manage your lead lists.
- List Logs: Use this option to view all major changes made to a lead list.
- Dial Plans: Configure dial plans using this option to limit dialing to only certain leads on a campaign.
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