Voice Campaign

Parameter

Description

Name

Give the specific name to the voice campaign.

Type

Select the type of voice campaign. There three types of voice campaign; Agent Campaign, IVR Dial out campaign, Abandon Agent Campaign, Abandon IVR Campaign.

Dial mode

Select the dial mode of the agent campaigns. This parameter is only displayed when agent campaigns are selected as a type.

Call profile

Select the call profile to use when making campaign calls.

Group

Select the specific group which the campaign is going to run.

Visual ivr text

This parameter is valid for Tegsoft Touch.

Visual ivr result text

This parameter is valid for Tegsoft Touch.

Notes

Type your notes.

Campaign id

Campaign unique ID number. This number is automatically generated after the campaign is saved.

Parameter

Description

Music on hold type

Select whether to play music on hold calls.

Music on hold

Select the music to be played on hold calls.

Prefix

Type the prefix that is going to come at the beginning of the phone number.

Caller id

Type the text that is desired to display on the called device. It may be phone number or company name.

Campaign priority

Type a value based on the priority to be given to the campaign. The campaign priority value is from 0 to 100. Campaigns is going to run in the order of priority given.

Maximum number of agents

Enter the maximum number of agents that can receive calls for this campaign.

Start recording

Select whether to record the voice of the campaign call.

Skill

Select the skill where the abandon campaigns a going to apply.

Wait time

Enter the maximum time for abandon campaign calls are in the queue.

Overflow queue

Select the queue to which the call is going to be routed if there are no agents available when the campaign call starts.

Overflow time (seconds)

When the call is routed to the overflow queue, enter the maximum time it waits in this queue.

Overflow queue abandon action

Select whether to schedule or stop the call routed to the overflow queue.

Tuning

Select the tuning value in predictive dial mode. With this tuning value, the number of contacts to be called in the predictive dial mode algorithm is intervened in the positive or negative direction.

Ivr

Select the IVR to be used in the IVR Dial out or Abandon IVR campaign.

Ivr capacity

Enter the number of contacts to initiate the IVR calls simultaneously. If a high value is entered for this parameter, the IVR may not work efficiently, the default value is 10.

Unreachable app.

Marks unreachable contacts as false by default in IVR or IVR abandon calls.

Parameter

Description

Date

Select the start and end dates of the campaign.

Time (0900 - 1800)

Select the start and end times of the campaign. The time format is HHSS.

Time condition

Select a predefined time condition for the campaign. The time condition can be selected as in period or out of period.

Call timeout

Enter the time period the contact should be called after being added to the campaign. If this time is exceeded, the contact is going to not be called again.

Calltimeouttype

Select the unit of time of the call's timeout period.

Call delay (minute)

Enter the time period the contact is going to be called after being added to the campaign, in minute.

Approved group

Select a predefined allowed contact group to call in the campaign.

Restricted group

Select a predefined restricted contact group to not call in the campaign.

Daily limit

Enter the maximum number of calls for a contact in a day.

Agent assignment rule

Select the calling rule for agents assigned to the campaign.

These parameter values are:

• All agents assigned to the campaign can make call (Default option)
• Only preferred agents that are assigned to the contact can make call
• If available, priority is given to preferred agents that are assigned to the contact

Phone number assignment rule

Select the rule for the contact's phone number to be called.

These parameter values and functions are:

• Default phone number that are assigned to the contact is going to be called. (The primary phone number on the contact's contact card is called.)
• Only preferred phone numbers that are assigned to the contact through “Campaign Parameters” is going to be called. (The phone number entered in the Contacts in the Campaign tab is called.)

Contact dial model

Select the contact dialing mode.

These parameter values are:

• New contacts calls only: Initiates the campaign calls for new contacts only.
• Scheduled contact calls only: Initiates the campaign calls for scheduled contacts only.
• Don’t start a scheduled call until new calls finished: Initiates the scheduled campaign calls first, and new calls after all scheduled campaign calls are completed.
• Don’t start a new call until scheduled calls finished: Initiates the new calls first, and scheduled campaign calls after all new calls are completed.
• Scheduled Call / New Call (Blended – Default): This is the default option. Initiates new and scheduled campaign calls in blended way.

Automatic dialing limit

Enter the maximum number of calls in a day for an unanswered, busy, or unreachable contact in the campaign.

Contact dial limit

Enter the maximum number of calls during the campaign period for a contact in the campaign.

Consecutive schedule call limit

Enter the maximum number of scheduled calls that can be made consecutively.

Rule for contacts that reached agent via inbound after added to campaign

Select the rule when the campaign contact calls the contact center and connects to the agent before the campaign call.

These parameter values are:

• If contact spoke with an agent restrict calling
• Continue calling for connected contacts

Scheduled calls are always active

If no action is taken regarding the campaign in the last week, the campaign automatically becomes passive. If this parameter value is selected as active, the campaign is going to be active all the time.

Contact call order

Select the order of contacts to be dialed.

These parameter values are:

• Random
• From Old to New
• From New to Old

Scheduled contact call order

Select the order of scheduled contacts to be dialed.

These parameter values are:

• Random
• From Old to New
• From New to Old

Quota limit for completed calls

Enter the targeted quota for campaign calls to stop.

Quota case (sql)

Enter the SQL code for the quota case.

Regulation check

Before calling a contact in the campaign, select for checking from the İleti Yönetim Sistemi (İYS) whether the campaign call is allowed or not.

Parameter

Description

Dial plan (Basic or Advanced)

Select the campaign's dial plan. There are two dial plans: basic and advanced. Basic dial plan parameters are included in this table. The advanced dial plan is included in the next section of the article.

Ring time

Enter the ring time for a campaign call, in seconds.

Failed call action

Select action for the failed campaign calls. These parameter values are:

• Call next number
• Stop
• Schedule

Busy action

Select action for the busy campaign calls. These parameter values are:

• Call next number
• Stop
• Schedule

No answer action

Select action for the unanswered campaign calls. These parameter values are:

• Call next number
• Stop
• Schedule

Next call delay / Schedule

If the action of the failed, busy or no answer campaign call is selected as scheduled, enter the delay time of the next call.

When next number is empty

If the next phone number field on the contact card is blank, select the action. These parameter values are:

• Stop
• Determine number automatically (A number is determined from the unknown number inquiry service.)

Parameter

Description

Arrange contact phone numbers

Select whether to make arrangement to the contact’s phone number after the campaign call. These parameter values are:

• Move accessed numbers to beginning
• Keep phone numbers as they are

118xx query

Select an unknown number inquiry service to query another phone number belonging to the contact in case the dialed phone numbers cannot be reached.

Unreachable action

Select the campaign type to which the unreachable contact is going to be directed.

Destination

Select the campaign to which the unreachable contact is going to be directed.

Result code for unreachable

Select a campaign result code for unreachable contacts.

Result code for busy contact

Select a campaign result code for busy contacts.

Default result (automatic)

Select a default campaign result code to be assigned for campaign calls completed without a result code.

After call duration before auto pass (sec)

Enter how long after the default result code is going to be assigned automatically.

Auto not ready

Select whether to change the agent's status to after campaign work if the result code is not selected within the specified time.

Wrapup time

Enter the time in seconds between two campaign calls.

Display unreachable calls in the agent screen

Select whether to display or not display unanswered or busy calls on the agent screen.

Survey ivr

Select the IVR survey to be forwarded to the contact at the end of the campaign call.

Enable "scheduled" option for agent

Select whether the option to schedule the campaign call displays on the agent screen.

Enable "to me" schedule option for agent

Select whether the option to schedule the campaign call to me displays on the agent screen.

Enable "to me or anyone" schedule option for agent

Select whether the option to schedule the campaign call to me or anyone displays on the agent screen.

Activity entry mandatory

Select whether the activity entry is required for the campaign call.

Min. listen duration (sec)

Enter the minimum listen duration value that the contact is listening to the IVR.

Min listen action

Select the action to be taken at the end of the minimum listen duration that the contact is listening to the IVR.

Parameter

Description

Auto pass alarm

When there is an automatically passed campaign call, a notification e-mail is sent to the Supervisor according to the selected alarm.

Call duration is too long

When there is a call that takes longer than the max channel length, a notification e-mail is sent to the Supervisor according to the selected alarm.

Max channel length (min)

Enter the maximum channel length in minute for the "Call duration is too long" alarm.

Current Status 

Description

Call quota reached.

This alert is displayed when the call quota is full.

Date time is not suitable.

This alert is displayed at a different date and time than the defined date and time of the campaign.

Dial plan - Busy Destination target is undefined.

This alert is displayed when the busy target in the dial plan is not defined.

Dial plan - Failed Destination target is undefined.

This alert is displayed when the failed target in the dial plan is not defined.

Dial plan is invalid.

This alert is displayed when the dial plan is invalid.

Dial plan - No answer destination target is undefined.

This alert is displayed when the no answer target in the dial plan is not defined.

Dial plan - Rule order is invalid.

This alert is displayed when the rule order is invalid.

Dial plan - Rules are invalid.

This alert is displayed when the rules are invalid.

Dial plan - Rules must end with stop.

This alert is displayed when rules need to end with a stop action.

Invalid IVR.

This alert is displayed when the IVR is invalid.

License is not valid

This alert is displayed when the License is invalid.

No remaining contact to call. (Can be quota related)

This alert is displayed when there is no contact to call left in the campaign.

Waiting for idle agents.

This alert is displayed when waiting for an idle agent for a campaign call.

Result codes are not valid.

This alert is displayed when the campaign result codes are invalid.

Calling profile is invalid.

This alert is displayed when the call profile is invalid.

Time condition is not valid.

This alert is displayed when the time condition is invalid.

Waiting active calls to finish.

This alert is displayed when active calls are waiting to be completed before making new calls.

Campaign is not active.

This alert is displayed when the campaign is not active.