Campaign Manager
Admins can setup Outbound Dialer using Campaign Manager.
The Campaign Manager allows for the manual control of campaigns (start and pause buttons in the Action column).
Creates campaigns in the Campaign Manager by:
uploading a contact list,
setting the dialing mode, and
selecting the target queue.
When a campaign starts, it reserves Available agents in the selected target queue and sends them contacts from its contact list, following the flow defined for the selected dialing mode.
To access the Campaign Manager, go to Campaigns.
The Campaign Manager includes the following columns:
Campaign Name
Assigned Queue
Mode (Preview, Predictive, or Progressive)
Status (Ready, Running, Paused, or Completed)
Action (Play, Pause)
Total Volume
Progress
Start a campaign
To get a campaign to progress be sure the following consideration have been met.
Configuration considerations
Queue: One queue must be pre-built . See IVR: Adding and Editing Queues Menus.
Agent: One agent must be in Available status. See Agent statuses.
Action Column - Play/Pause
The Action column is used to start, pause, or restart campaigns. The Action buttons available are based on the current status of the campaign.
For new campaigns, click the Play button to begin the campaign. The Status for this campaign will be updated to "Running" and the refresh cycle for the Progress bar will begin.
If the campaign needs to be placed on hold, click the Pause button in the Action column. The Status is set to "Paused" and the Progress bar will stop refreshing.
To resume a paused campaign, click the Play button again to restart the campaign. The Status will return to "Running" and the refresh cycle for the Progress bar will be reset.
Once a campaign has completed, no buttons will be displayed in the Action column for that campaign.
Campaign Progress
The Progress column indicates the list position of the next contact to be called.
When the green Progress bar is full, the campaign has reached the end of the list and the campaign status is updated to Completed. If the campaign is manually paused, the Progress bar will also be paused until the campaign is restarted.
Campaign data is processed in real-time and automatically updates the Progress bar, the campaign metrics, campaign status, and the Action buttons as calls are made.
You can also click the Refresh icon 
to the
right of the Progress column header to see new campaigns that have
been added since your last refresh.
Campaign Call Status
The Call Status window shows the number of calls from the campaign by status.
These metrics provide real-time feedback that allows managers to quickly adjust their strategies for upcoming campaigns and ensure agent productivity. These metrics also provide insight into any data quality issues in their csv file.
To access the Call Status window, hover over the campaign for which you
want to view stats and click the External Link
icon to the right of the Progress bar to
bring up the call status.
In the Call Status window, you can see the volume of calls by status.
The status types available in this window will vary by campaign type.
Predictive Campaigns
The goal of a Predictive campaign is to "predict" how many contacts need to be dialed in order to efficiently connect consumers and agents. The campaign will dial multiple consumers simultaneously hoping to connect one of the reserved agents to a consumer. The number of contacts dialed in order to connect one agent to a live consumer is referred to as the Overdial Ratio. This ratio is then used to balance the number of agents available with the number of live consumers to minimize the number of abandoned calls.
Before a Predictive campaign begins, the available agents in a queue are "reserved" for the consumers within that campaign. Reservations happen when the assigned queue for the campaign begins and are determined by how many agents assigned to this queue are currently active. Then, the Overdial Ratio determines how many consumer numbers are dialed based on the number of available reserved agents. The Overdial Ratio is automatically adjusted in real time to ensure that the Agents never fall below the Max Abandonment Rate for this campaign.
In order to save the agent time, the system will screen out busy signals, disconnected numbers, fax numbers, and voicemails and move on to the next consumer in the campaign list. Once CCAI Platform detects a live caller, it connects the consumer to one of the reserved agents. If no agent is available when the live caller is detected, the call will be abandoned.
Since the campaign is dialing multiple consumers simultaneously, the Agent will not know which consumer they are speaking to until the call is connected. Once connected, Agents are automatically provided a preview of the customer's CRM record in the background. The Agent can also preview the customer information provided in the campaign file by clicking the downward arrow to the right of the customer's name in the Agent Adapter. The Adapter also provides a link to view the customer's account in the CRM if the initial preview is no longer displayed in the background.
Requirements for Campaign Files
Campaign Files contain a list of consumers (NAME column) being called and their phone numbers (PHONE column). These are required columns.
These files are uploaded to your campaigns and the information is displayed in the Agent Adapter during campaign calls.
::: note All lists must be scrubbed against national and company do-not call registries prior to upload.
The Campaign Files must meet the following requirements:
Campaign files must be in .CSV file format
Maximum 10,000 rows
Each file must contain a NAME column and Phone column.
The header names need to be exact: NAME (REQUIRED) and PHONE (REQUIRED)
- Additional columns can be included. These values will display in the Adapter but will not be validated.
All phone numbers are entered in E.164 format (eg +12223334444)
If any of the above requirements are not met, the validation process will return an error message during processing and the file will not be uploaded.
Creating a Predictive Campaign for Outbound Dialer
All lists must be scrubbed against national and company do-not call registries prior to upload.
Go to Campaigns.
Click the Add Campaign button.
The Add Campaign window opens.
In the Campaign Name field, enter a unique campaign name.
To upload a Campaign List, click the Choose Files button. A file explorer panel opens.
Select the .csv, .xls, or .xlsx file you want to upload.
Click Open.
Click the Assign Queue field, to select the queue you want to assign this campaign to from the drop-down. You can also start entering the name of the queue to narrow the available options in the drop-down list.
Use the Abandoned Call Message field to configure the message played to a consumer when a call is abandoned during this campaign.
A call is considered abandoned in the following scenarios:
Overly-aggressive overdialing - More consumers pick up than anticipated, and the target queue runs out of available agents.
Consumer overwaiting - The consumer waits for more than two seconds after saying, "hello" before an agent is connected.
::: note The Abandoned Call Message can be assigned to all campaigns by going to Settings > Campaigns and setting the message in the Campaign Dialer section. :::
Use the Overdial Adjustment Multiplier field to regulate how quickly the algorithm adjusts the Overdial rate for this campaign. Enter a value from 1 - 10, which will then be multiplied by the default adjustments.
The current overdial rate can be seen in the campaign metrics popup.
In the Ringing Timeout field, indicate the number of seconds of ringing before a call is considered not picked up.
Set the Max Abandonment % rate to indicate the maximum percentage of calls that can be abandoned by Dialer during this campaign. The default value is 3.
::: note For campaigns in the U.S. this value must not exceed 3 percent over a 30 day period, but the maximum percentage allowed will vary in other countries. :::
A call is considered to be abandoned when:
a consumer answers a call but there is no agent available to connect because Dialer overdialed too aggressively;
a consumer answers a call and an agent fails to connect within two seconds.
Click Set to save the new campaign and return to the Campaign Manager screen.
Start a campaign
To get a campaign to progress be sure the following consideration have been met.
Configuration considerations
Queue: One queue must be pre-built . See IVR: Adding and Editing Queues Menus.
::: note If a queue also is reachable via the IVR menu, the assigned agents will be receiving regular inbound calls as well. This way, you can have blended campaign calls and regular calls. However, you make the queue unreachable, then only campaign calls will be served. :::
Agent: One agent must be in Available status. See Agent statuses.
Editing a Predictive Campaign
Go to Campaigns.
Hover over the campaign you want to update and click the Edit
icon in the far right column.In the Edit Campaign window, make any necessary changes to the current settings.
Click Set.
Deleting a Predictive Campaign
Go to Campaigns. Hover over the campaign you want to delete and click the Delete
icon in the far
right column.The selected campaign is removed.
Preview Campaigns
In a Preview Dialer campaign, agents make the dial manually, but the calling list is generated automatically from the campaign list. Agents have an unlimited amount of time to read or preview information about the contact before initiating the outbound dial.
When running a Preview Campaign, the Agent will see the contact information for the next customer in the list and any other relevant information that was uploaded for that customer. The Agent can dial that customer when they are ready or they can choose to skip that customer.
Agents are automatically provided a preview of the customer's CRM record in the background when the call is dialed. The Agent can also preview the customer information provided in the campaign file by clicking the downward arrow to the right of the customer's name in the Agent Adapter. The Adapter also provides a link to view the customer's account in the CRM if the initial preview is no longer displayed in the background.
If the customer answers the call, the Agent can complete the call, enter their notes, and then close the call. At this point they will receive the information for the next customer in the Campaign and repeat the process. If the call is not answered or the line is busy, the Agent will close the call and then receive the information for the next customer in the Campaign.
Requirements for Campaign Files
Campaign Files contain a list of consumers (NAME column) being called and their phone numbers (PHONE column). These are required columns.
These files are uploaded to your campaigns and the information is displayed in the Agent Adapter during campaign calls.
::: note All lists must be scrubbed against national and company do-not call registries prior to upload.
The Campaign Files must meet the following requirements:
Campaign files must be in .CSV file format
Maximum 10,000 rows
Each file must contain a NAME column and Phone column.
The header names need to be exact: NAME (REQUIRED) and PHONE (REQUIRED)
- Additional columns can be included. These values will display in the Adapter but will not be validated.
All phone numbers are entered in E.164 format (eg +12223334444)
If any of the above requirements are not met, the validation process will return an error message during processing and the file will not be uploaded.
Creating a Preview Campaign for Outbound Dialer
All lists must be scrubbed against national and company do-not call registries prior to upload.
Go to Campaigns.
On the Campaign Manager screen, click the Add Campaign button.
The Add Campaign window opens.
In the Campaign Name field, enter the campaign name.
To upload a Campaign List, click the Choose Files button.
Your file explorer opens. Select the file to upload and click Open.
In the Assign Queue field, select the queue you want to assign this campaign to, from the drop-down. You can also start entering the name of the queue to narrow the available options in the drop-down list.
Click Set. The new campaign saves and returns to the Campaign Manager screen.
Start a campaign
To get a campaign to progress be sure the following consideration have been met.
Configuration considerations
Queue: One queue must be pre-built . See IVR: Adding and Editing Queues Menus.
Agent: One agent must be in Available status. See Agent statuses.
Editing a Preview Campaign
Go to Campaigns.
Hover over the campaign you want to update and click the pencil icon in the far right column.
In the Edit Campaign window, make any necessary changes to the current settings.
Click Set.
Deleting a Preview Campaign
Go to Campaigns.
Hover over the campaign you want to delete and click the Delete
icon in the far right column.The selected campaign is removed.
Progressive Campaigns
In a Progressive campaign, an Agent is reserved for the consumers on the campaign list. Since the Agent is reserved, there is no overdialing ratio or adjustments required since the Agent is always in a 1:1 ratio with the consumers. Progressive mode replaces the now deprecated Power Dialer and combines with feature elements from Preview and Predictive modes.
When utilizing a Progressive campaign, Agents are automatically provided a preview of the customer's CRM record in the background when the call is dialed. The Agent can also preview the customer information provided in the campaign file by clicking the downward arrow to the right of the customer's name in the Agent Adapter. The Adapter also provides a link to view the customer's account in the CRM if the initial preview is no longer displayed in the background.
If the consumer answers the call, the Agent completes the call, enters their notes, and then ends the call. The next consumer in the campaign is then dialed and the Agent is provided a preview of the consumer's information.
If a call is not answered, the next consumer in the campaign is dialed and the Agent is again presented with a preview of the consumer's information.
Requirements for Campaign Files
Campaign Files contain a list of consumers (NAME column) being called and their phone numbers (PHONE column). These are required columns.
These files are uploaded to your campaigns and the information is displayed in the Agent Adapter during campaign calls.
::: note All lists must be scrubbed against national and company do-not call registries prior to upload.
The Campaign Files must meet the following requirements:
Campaign files must be in .CSV file format
Maximum 10,000 rows
Each file must contain a NAME column and Phone column.
The header names need to be exact: NAME (REQUIRED) and PHONE (REQUIRED)
- Additional columns can be included. These values will display in the Adapter but will not be validated.
All phone numbers are entered in E.164 format (eg +12223334444)
If any of the above requirements are not met, the validation process will return an error message during processing and the file will not be uploaded.
Creating a Progressive Campaign
All campaign lists must be scrubbed against national and company do-not call registries prior to upload.
Go to Campaigns.
Click Add Campaign.
The Add Campaign window opens.
In the Campaign Name field, enter a unique campaign name.
To upload a Campaign List, click Choose Files.
Your file explorer opens. Select the .csv, .xls., or .xlsx file to upload and click Open.
In the Assign Queue field, use the drop-down to select the queue to which you want to assign this campaign. You can also start entering the name of the queue to narrow the available options in the drop-down list. When you assign a campaign to a queue, the campaign is not limited to the queue's hours of operation.
Click Save. The new campaign saves and returns to the Campaign Manager screen.
Start a campaign
To get a campaign to progress be sure the following consideration have been met.
Configuration considerations
Queue: One queue must be pre-built . See IVR: Adding and Editing Queues Menus.
::: note If a queue also is reachable via the IVR menu, the assigned agents will be receiving regular inbound calls as well. This way, you can have blended campaign calls and regular calls. However, you make the queue unreachable, then only campaign calls will be served. :::
Agent: One agent must be in Available status. See Agent statuses.
Editing a Progressive Campaign
::: note Editing a progressive campaign only allows you to make changes to the campaign configuration such as the campaign name or the assigned queue. You cannot modify the campaign list that was uploaded.
From the CCAI Platform portal, go to Campaigns.
On the Campaign Manager screen, hover over the campaign you want to update and click the pencil icon in the far right column.
In the Edit Campaign window, make any necessary changes to the current settings.
Click Save.
Deleting a Progressive Campaign
Go to Campaigns.
Hover over the campaign you want to delete and click the Delete
icon in the far right column.The selected campaign is removed.
Outbound Dialer Campaign Call Status Window
The Call Status window shows the number of calls from the campaign that fall into each of the various statuses. These metrics provide real-time feedback that allows managers to quickly adjust their strategies for upcoming campaigns and ensure agent productivity. These metrics also provide insight into any data quality issues in their campaign file.
To access the Call Status window, hover over the campaign for which you
want to view stats and click the External Link
icon to the right of the Progress bar.
Call Status Window
In the Call Status window, you can see volumes by status for various metrics. The metrics available in this window will vary by campaign type.
Reached
Finished Agent connected to consumer.
Call transferred Agent connected to consumer, then transferred the consumer to another agent.
Not Yet Reached
Queued Calls in a queue waiting to be called.
Dialing Contacts that are currently being dialer.
Connected Currently connected calls.
Upcoming Number has not yet been called.
Skipped Agent clicked Skip which keeps the contact in the campaign (Preview campaigns only).
Not Reached
Carrier Error Dialer experienced a call error, such as prolonged ringing with no pickup.
General Error Any error that does not fall into another error category.
Invalid Number or Name Number from the CSV file in an unsupported format, isn't the right number of digits, is a duplicate within the campaign, and/or missing a name.
Not Picked Up Calls that were not answered by the consumer.
Skip & Close Agent clicked Skip & Close to take the contact out of the campaign (Preview campaigns only).
Abandon by Dialer Consumer picked up but no agent was available (Predictive campaigns only).
Abandon by Contact Consumer answered, but hung up (e.g., short abandon).
Voicemail Hung Up Dialer encountered voicemail and the agent hung up without leaving a message.
Click the Xin the upper right corner to close the Call Status window.
Predictive Campaign Calls (Agent Experience)
A predictive campaign is an automated dial mode designed to call as many leads as possible by simultaneously dialing multiple phone numbers, then automatically connecting answered calls to the next available agent. The dialing ratio (number of outbound calls compared to the number of agents managing these calls) is automatically adjusted based on how many calls connect to consumers and how many agents are available to take calls. In order to save the agent time, the system will screen out busy signals, disconnected numbers, fax numbers, and voicemails.
When a predictive campaign is activated, the dialer makes a "reservation call" for every available agent in the campaign's target queue. For every agent who picks up one of the reservation calls, the campaign dials the next batch of consumer phone numbers from the campaign list. These calls are being made while the "reserved" agents are waiting on the line.
When the agent picks up a reservation call, the campaign presents them with a preview of the profile for the next consumer on its list. This customer profile is pulled from the CRM, such as Salesforce or Kustomer.
Log in to the CCAI Platform Portal.
In the Agent Adapter, select Available from the status drop-down.
If there is a reservation call, it will be routed to the agent automatically. Click the Click to Answer button.
If there is no reserved call, the autodialer calls the next batch of entries from the campaign list.
Once the agent picks up a call, the autodialer dials the next batch of entries from the campaign list.
Click Break to drop the current call and receive the next available call from the campaign list.
If the consumer answers the call, the agent is connected and the status bar turns green.
The consumer's name and phone number are displayed. Click the down-arrow to the right of the consumer's name to preview their profile from the CSV.
Click the View Case link to view the customer's CRM record if it is no longer displayed.
Once the agent has completed the call or transferred the call to another agent, click Done.
On the Wrap-up: Disposition & Note screen, select a disposition code from the drop-down and enter any additional notes regarding the call. Click Save.
The agent is connected to the next call on the campaign list.
Progressive Campaign Calls (Agent Experience)
In a Progressive campaign, an Agent is reserved by the Campaign and waits on the line to dial a specific consumer. The consumer's information is displayed as the Agent is dialing, allowing the Agent to study the consumer's profile while waiting for the call to be answered. The customer's CRM page is also displayed in the background for the Agent to review.
If the consumer answers the call, the Agent can complete the call, enter their notes, and then close the call. At this point, the Agent will receive the information for the next consumer in the Campaign as the call is dialed and then repeat the process. If the call is not answered, goes to voicemail, or fails, then the Agent is automatically presented with the next consumer in the Campaign and will repeat this process.
Log in to the CCAI Platform Portal.
In the Adapter, select "Available" from the status drop-down.
If there is a reservation call, it will be routed to the agent automatically. Click the Click to Answer button.
::: note If the Auto Answer feature is active, the call dials without having to click the button. :::
The information for the next consumer displays while the call is dialing, allowing the agent to preview the information while waiting for the call to be answered.
Click the down-arrow to the right of the consumer's name to preview their profile from the CSV.
Click the View Case link to view the customer's CRM record if it is no longer displayed.
The agent can click Break to end to call before the consumer answers and move on to the next consumer in the campaign.
If the consumer answers the call, the agent is connected and the status bar turns green.
If the consumer does not answer the call, the agent starts the process again with the next name in the campaign.
Once the agent has completed the call or transferred the call to another agent, click Done.
On the Wrap-up: Disposition & Note screen, select a disposition code from the drop-down and enter any additional notes regarding the call. Click Save.
Dialer calls the next consumer in the campaign and provides a preview of the consumer's information to the agent as the call is connecting.
Outbound Dialer Campaign Mode Global Settings
To enable Campaign Mode at the global settings:
Go to Settings > Campaign
On the panel, toggle the switch next to which type of campaign you would like to enable.
Click Save.
Preview Campaign Calls (Agent Experience)
A preview campaign selects a customer record from the call list and proposes it to an available agent. The agent can then review the customer record (the Preview phase) and decide to call this customer agent or skip.
When a preview campaign is activated, the dialer makes a reservation call for every available agent in the campaign's target queue. For each agent who picks up a reservation call, the campaign presents them with a preview of the profile for the next consumer on its list. This customer profile is pulled from the CRM, such as Salesforce or Kustomer.
Log in to the CCAI Platform Portal.
In the Agent Adapter, select Available from the status drop-down.
If there is a reservation call, it will be routed to the agent automatically.
Click the Click to Answer button.
::: note If the Auto Answer feature is active, the call dials without having to click the button. :::
The consumer's name and phone number are displayed. Click the down-arrow to the right of the consumer's name to preview their profile from the CSV file.
Click the View Case link to view the customer's CRM record if it is no longer displayed.
Click Call to dial the next consumer on the list or click Skip to temporarily pass on the consumer and preview the next contact on the campaign list. Click Skip & Close to remove the consumer from the campaign list.
Once the agent clicks Call, complete the call or transfer the call to another agent. Click Done when finished.
On the Wrap-up: Disposition & Note screen, select a disposition code from the drop-down and enter any additional notes regarding the call. Click Save.
Repeat for the next consumer on the campaign list.