Service

Select the underlying FLOW script using the Service field. For voice campaigns, the FLOW script identifies the queue to be used, and the queue identifies the agent groups, completion code form and DTA script. The FLOW script also identifies the pacing profile.

For preview campaigns using multiple table views, the queue identified by the FLOW script can be set separately for each table view, as described below.

For agent-free campaigns, the FLOW script identifies the message.

Note: the FLOW script included in the drop-down list can be controlled by access profiles. The Service field shows only the 'OUTBOUND' FLOW scripts. Only one script is allowed per campaign.

Use multiple table views

Use the Table View field to select the table view to be used to provide the contact list. If the campaign will use more than one table view, select the Use multiple Table Views field and use the buttons to select each of the table views in turn and set their priority.

The % field allows you to set a weighting for each table view. The percentages must add up to 100%.

Selecting the Weight table views equally sets each table view as having the same weight.

In the following configuration, the campaign will first attempt to dial three records from 'Campaign 1 Table View 1' for every record in 'Campaign 1 Table View 2' until all records have been attempted. Then, it will attempt 'Outbound 1 Table View 1' and 'Outbound 1 Table View 2' equally. Weightings in each priority grouping must add to 100%.

Override preview dial queue

For a preview campaign, selecting the Override preview dial queue check box allows you to set each table view to have a different queue, to be used instead of the one identified by the FLOW script. This allows you to handle contacts for a campaign using a single FLOW script, then route them to different queues depending on such factors as the geographical location of the target.

Note: the queues identified at table view-level here are used only if the campaign has a preview pacing profile assigned to it. If the campaign is assigned any other type of pacing profile, the queue identified by the FLOW script is used.

Enable retries

Use the Enable Retries check box to indicate whether or not retries will be allowed and, if so, assign the campaign a retry profile.

Maximum ring time

Use the Maximum Ring Time drop-down list to select how long (in seconds) the line will ring before the call attempt is dropped.

Presentation address

Use the Presentation Address option buttons to specify the CLI to be presented to contacts dialled by this campaign. You can enter a fixed value that will be displayed to all contacts that are called during the campaign or a variable one (using a CLI profile).

Enable do not process list

Use the Enable Do Not Process List to select one or more tables containing customer records that should not be called. See Excluding numbers from contact lists.

Note: a maximum of three tables can be added to the do not process list.

Dial times

If calls are to be placed with reference to customer preferences or locations, use the Dial Times field to assign the campaign a dial times profile. To apply different time periods to different contacts, select the Variable option button.

Unlimited maximum simultaneous calls

By default, the system will have no limit on the number of simultaneous calls the campaign can place. To set a limit, select the Unlimited Maximum Simultaneous Calls check box, then enter an upper limit in the field that is displayed.

Enable select Recorder user

When the FLOW script used contains the Route to Recorder action cell, you can select which supervisors will be able to access recordings of the calls handled. Select the Enable select RECORDER user check box to display a list of all the contact centre agents set up for your organisation. Highlight each of the agents for whom call recordings using this campaign's FLOW script are to be made available in storm RECORDER.

Use time of day schedule

In the Campaign Dates panel, provide a start and end time and date for the campaign. If required, provide day-of-the-week schedules to govern when the campaign will be active on specific days of the week.