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Guide to Campaign Parameters

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This article describes how to customize campaigns according to your needs. For more information on campaigns, lead statuses, rules, and other campaign-related content, please refer to the Working with Campaigns article. 

To edit a campaign, go to the Active Campaigns or All Campaigns page, and on the line for the needed campaign, click Frequent in the Actions column and select Edit.

The Edit page contains multiple sections that allow you to customize various campaign parameters. Below we mainly describe default settings for each functionality. If you need more information on other options, please contact the support team

Basic Settings

The basic campaign parameters are available at the top of the Edit page.

Parameter Description
Name You can enter any text to identify the campaign quickly. It will be displayed on the Campaigns page.
Description You can enter any text and provide additional information about the campaign visible when editing it. 
Caller ID Random The system will make calls from different phone numbers (DID numbers) each time. There have to be multiple numbers that match each country for this option to work. We recommend enabling this option.
Active When this check box is selected, the campaign is active and can be used to call leads. Uncheck it to disable the campaign. 
Phone number masking enabled? If enabled, the system will mask the phone number if the user has no permissions to see it.
Show only first or last digits of phone number If you select this option, the lead will see only the agent's phone number's first or last digits. Define the number of digits in the field below. Enter 0 or none to show no digits. To complete the configuration, contact support or your account manager.
Show first or last digits If you enable the setting above, also select an option from the dropdown box.

Feedback Page Settings

These settings relate to the feedback page available to the agent after the call.

Parameter Description
Feedback page timeout Set how many seconds the feedback page will be available to the agent after the call to choose a status and write a comment. We recommend a value from 120 to 300 sec.
Feedback Default Status The system will assign this status to the lead if the agent allows the feedback page to run out. The initial setting is Default Status (choose status). 
Redial Limit Set how many times the agent is allowed to redial from the feedback page if a call disconnects, usually from 1 to 5.

Permanent Assignment Settings

These parameters relate to a permanent assignment option.

Parameter Description
Default permanent assignment expiration days The time period the system will leave the lead assigned to the agent. We recommend a range of 7-30 days. 
Permanent Expiration activated Leave this check box clear.
Permanent assignment expiration days after callback time It should be equal to or smaller than the default value. The system uses this option if the callback time does not match the agent's shift hours or the agent is busy. It defines the number of days the lead will be assigned to an agent from when the callback date has passed. 
Permanent assignment expiration days if agent is offline This field is meant for leads assigned to agents who are offline for a long time. After these many days, the leads will return to the general pool. We recommend a minimum of 5 days and no more than 30 days.

Permanent assignment 12-hours limit per agent 

This is the number of leads the agents are allowed to assign to themselves within any given shift. We recommend a number no higher than 50.
Permanent assignment total limit per agent This is the number of leads the agents are allowed to assign to themselves in total. We recommend a number no higher than 150.

Client Caller ID

You can set a number and a name the lead will see when being called. For a number, use a real DID number. For a name, set either a generic name or a brand name.

NOTE

It is recommended that you check periodically that the number you have added is still in the list of Dynamic Caller IDs.

Agent Caller ID

You can set a number and name the lead will see when being called for a personal meeting. For a number, use a real DID number. For a name, set either a generic name or a brand name.

NOTE

It is recommended that you check periodically that the number you have added is still in the list of Dynamic Caller IDs.

Lead Fetch Settings

In this section, you can define how leads are fetched to a particular campaign (randomly, based on priority, or based on timezone).

IMPORTANT

The support team configures these parameters for you according to your preferences. It is recommended that you leave the configuration as it is.

Direct Dial Settings

This section defines the behavior of hot leads in the campaign. Hot leads are the leads that will move to the top of the calling queue.

IMPORTANT

The support team configures these parameters for you according to your preferences to define online and hot leads.

We provide the descriptions below for explanation purposes only. It is recommended that you leave the configuration as it is.

Parameter Description
Direct dial weight (will always get to the call queue) The minimum weight that will define a lead as a hot lead. The default sum is 10000.
Direct dial ratio 1 weight level (0 - disabled), below this will be dialed with ratio This field relates to leads with a 1:1 ratio. These are the leads with Call Again Personal and Dropped Calls statuses. If you enter some weight value in this field, the system won't treat such leads with lower weight as hot ones and dial them based on a ratio as other leads. 
Direct dial status Any Available is the default option that will use the current status of the lead.
Notify user when his permanent assigned lead becomes online The agent will receive a notification that their permanent assignment lead is online and becomes a hot lead.

Call Hours

This section defines the hours in which agents are allowed to call leads from each country. 


The calling time is defined in each country's local timezone.

One line is always available here by default, which is used for setting the same calling hours for all countries. You can modify the hours here but shouldn't delete this line.

Click Add if you need to set other call hours for specific countries. 

NOTE

For countries with several timezones, e.g., Australia, the system will recognize the exact timezone using the lead phone number.

When setting calling hours, follow these rules:

  • It is mandatory to choose default calling hours for all countries.
  • Provide the settings according to the lead's local time.
  • Set the time in 24-hour format without AM or PM. For example, 8 means 8 a.m., while 20 means 8 p.m.
  • Convert minutes to hours. You can enter up to half an hour only (.5), e.g., 8.5 means 8 hours 30 minutes in the morning.
New in 2021/11/21 release You can automatically convert the calling hours to a different timezone. Select the timezone from the dropdown list on the right and check the converted time below.

Predictive Dialer Settings

IMPORTANT

This section defines the general call settings and system statuses if there is no answer, the subscriber is busy, etc.

Before modifying these settings, contact support or your account manager.

Parameter Description
Show End Call button after this amount of seconds of call By default, it is set to 5 seconds. When this many seconds of the call pass, the system will provide an option to the agent to end the call. It will allow agents to hang up if the lead is not interested completely.
Max Allowed Ringing Duration By default, it is set to 30. This is the maximum amount of time the call will ring before hung up.
Call Origination Timeout By default, it is set to 60 seconds. This is the maximum amount of time to wait without the call connecting (no ring). 
Default Timeout Status This field defines which status the lead will get if there is no answer (after Max Allowed Ringing Duration time runs out).
Default Busy Status This field defines which status the lead will get if the line is busy.
Default Error Status This field defines which status the lead will get if there is no ring (after the Call Origination Timeout time runs out).
Default Fax Status This option is no longer used.

Predictive Duration Beeps

This section allows setting beep sounds to inform agents that they have been on the call for too long. Click Add Duration Beep, insert a time interval and define sound parameters using the controls on the right.

Dropped Call Settings

You can define which status the lead will get in case of a dropped call when there is no agent to receive the call. Next time when calling the same lead, the system will ensure there is an available agent.

The default dropped call status is System Answer Dropped.

IMPORTANT

The support team configures these parameters for you according to your preferences. For more information, contact support or your account manager.

Parameter Description
Dropped Call Status The status the lead will get when the call is dropped.
Timeout for searching for available agent  This is how long a call will be online once the lead has answered, and there is no available agent. You can set it to a few seconds.

Predictive Dropped Call Action 

This option defines what action to take if a call is dropped. The default option Hangup call (no options need) is to hang up and call back when an agent is available.
Predictive Dropped Call Action Options This setting is not used.
Number of seconds to wait till fall to default action This setting is not used.

Hold Settings

NOTE

If you wish to enable these settings, contact support, or your account manager for assistance.

You can allow agents to place leads on hold. You can also upload an audio file the lead will listen to while on hold.

Voicemail Settings

The Voicemail settings define what should happen if there is a voicemail from a client.

Parameter Description
Upload You can upload an audio file to play in case the call reaches voicemail.
Play Voicemail playback Select an option from the dropdown list to play the recording when a call reaches a voicemail of any given lead.

Default Voice Mail Status

Select a status the lead will get when the call is answered by voice mail.
Voice Mail Button Status *optional The agent will assign a selected voice mail status by pressing the voice mail button. By default, it is not selected, which means that the system will take the Default Voice Mail Status field's status. 
Hide Voicemail button when dialing to Permanently Assigned Lead If you select this option, the agents won't be able to mark leads with Call Again - Personal status as voice mail.
Hide VoiceMail button after this amount of seconds of call   This field defines in how many seconds the system will deactivate the voice mail button for agents. You can set it to 30 or above.
AMD Type   Answering Machine Detection (AMD) is an optional free feature that enables automatic detection of voicemail. It allows recognizing about 85% of all machine answer cases.
Please contact your account manager or open a support ticket to enable this feature or for more information. 
AMD/BEEP Max Duration   For more information, please contact your account manager or open a support ticket.

Remote Leads Data Settings

This section defines which information about each lead will be available to agents.

IMPORTANT

The support team configures these settings according to your preferences. For more information, contact support or your account manager.

DNC Settings

This section refers to additional Do-Not-Call service.

NOTE

To enable this service or for more information, contact support or your account manager.

Speech Recognition Settings

This section refers to speech recognition or speech-to-text, which is a paid service. You can choose which side you wish to transcribe - lead only, agent only, or both sides.

NOTE

To enable this service or for more information, contact support or your account manager.

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