Inbound campaign creation¶

To create a new inbound campaign you must enter the menu item Inbound Campaigns -> New Campaign.

The first stage looks like figure 1.

Figure 1: Campaigns parameters

Name: campaign name
Contact database: (optional field) contact database that the inbound campaigns can use to take and display extra data to the telephone number of person that makes the incoming call.
External URL: in case of selecting an external URL interaction for each call, this field selects to wich CRMs should the campaign invoque.
External system: external CRM system linked to launch click to call actions or dispositions on campaign contacts, through the API.
ID on external system: this fields must have the campaign’s ID in the external system from where the click to call or the disposition requests will be sent.
Outbound Routes: An existing outbound route is assigned to an campaign.
CID on Outbound Routes: This field must contain the CID assigned for an existing outbound route to a campaign.
Enable recordings: Enable all campaign calls to be recorded.
Scope: it is defined as the amount of engaged dispositions expected for the campaign. In the campaign monitoring, the percentage of the campaign’s arrival with respect to the defined objective is shown in real time.

Note

In incoming campaigns the contact base is used if you wish to display the additional information of each contact making an incoming call. Although to achieve this the callerid of the incoming call must match the telephone number of a contact at the base of the campaign.Assigning a contact base to an incoming campaign is optional

Then we continue with the creation of our incoming campaign.

Figure 2: Campaigns parameters

Ring time: The number of seconds an agent’s phone can ring before we consider it a timeout. It should be considered that this parameter makes sense whenever the agent does not work within a group configured with the Auto-attend inbound calls mode.
Agent callback time: the number of seconds to wait before trying call to a ready agent
The announcement played to callers before they join the campaign queue
Max amount of calls: define the maximum number of callers who can be waiting in the queue at the same time (0 for unlimited). If not set to 0, and the maximum capacity is reached, additional calls would be sent to the failover destination
Service level: used for service level statistics (calls answered within service level time frame).
Distribution strategy: A strategy for how to handle the queue and divide calls between queue members
Campaign priority: gives campaign a priority (priority level). The higher the weight, the higher the priority. (Default = 0) If there are agents common to multiple campaigns, the campaign with the highest priority will deliver its calls first.
Queue timeout: when the Queue timeout of a caller is hit, they will be pulled out of the queue immediately to the failover destination
Enable recordings: Enable all campaign calls to be recorded.
Periodic Announcement: we can select some audio from our repository to play as a periodic announcement about the call on hold.
Announcement frequency: how often (seconds) to announce a voice menu to the caller.
Failover dst: set a failover destination here by choosing a valid destination from the drop-down menus. The caller would be sent to this destination if they exit the queue for reasons such as maximum wait time, queue capacity, or join empty/leave empty settings
Autopause agentes who fail to answer: sets if the agents that fail to answer a call should be automatically sent to pause.
Autopause busy agents: sets if the agents that are busy should be automatically sent to pause.
Announce hold time allows the user to specify the average hold timethat the caller will wait for be attend by an agent
IVR Breakdown is an IVR destination that user can choose to ‘escape’to it in a middle of waiting time. This parameter is related to the ‘periodic announcement’ because of the last parameter specify the audio messages that instructs the user how to ‘escape’ to these IVR destination.
Announce position: Announce the caller’s position in the queue.
Wait/position announce frecuency: It is the waiting or position time for an announce frecuency.
Music on hold: Configures wich Playlist will be played for the client when his call is put on hold.

Note

The Ring time and Agent callback time parameters are void for those calls that receive agents whose agent group is configured with the incoming calls attribute Auto attend inbound.

In the next configuration stage, the dispostiions that the campaign requires for agents to rate each contact call must be assigned.

Figure 3: Campaign dispositions

Finally, agents can be assigned to the campaign.

Figure 4: agent assignment

The rest of the chapter details all about routing calls from trunk to our incoming campaigns.

Ringing VS Automatic incoming call attention¶

The function mode of the agent’s Webphone against a call coming from an incoming campaign can be:

Ringing with a duration associated with the * Ring time * parameter. During that time the agent’s phone notifies the incoming call, awaiting the action of the agent that determines the attention or not of the call.
Auto-attend inbound call. This behavior implies that each incoming call sent to an agent is automatically answered by the agent’s phone notifying him with a beep before leaving it in line with the counterpart of the call.

This behavior depends on the Agent Group level configuration that the agent linked to the incoming campaign has. So if the group has activated the auto attend for inbound calls, the webphone will answer automatically the calls of any campaign, making no effect the parameters “Ring time” and “Agent callback time” as is mentioned in the note of this section

Figure 5: agent group config