Callmedia Campaigns

Details

• Description: A descriptive name for the campaign.
• URL: This should be either the URL of a web based Campaign (can be pasted from the browser once it is running the first page of the Campaign) or a string that will tell the front-end application what script / program to run.
• Start/ End Date: Used as part of the call selection process. If the Campaign is out-of-date then no calls for it will be selected for dialling.
• Dial Prefix: This informs Advance what digits should be dialled before the number associated with calls for the Campaign, this is normally 9 which is the standard number for obtaining an outside line, but additional numbers such as LCR, or CPS digits may be added here.
• No Answer Timeout: The number of seconds you would like an outbound call to ring for before being classified as not answered.

• Auto Complete Timeout: The number of seconds that a call can be in the Wrap State before it is automatically completed. A value of zero (default) disables this feature.

  Warning: Care must be taken when using Auto-wrap. If the agent wants to setup a scheduled callback, or to recycle a call then he has a set number of seconds to do this before the auto-wrap automatically completes the call. Once a call has been completed in this way it will not be called again.

• Answer Machine Detection (drop-down list): The Answer Machine Detection setting. Used only if AMD is enabled on your system.

Abandon Call Handling

If a call that was dialled predictively is answered and there is no agent available to take the call the dialler will abandon the call. The dialler reserves an agent for this contact the next time they are called to prevent another abandoned call to that person.

• Minimum re-attempt delay: This specifies the minimum time the dialler should wait before making another attempt to dial a call that has been abandoned. This can be set from 5 minutes (the default) up to 21 days.
• Reserved Agent Rule: Select one of the following options:
  • Reserved Agent (Always): Calls will remain in the abandoned state until they are successfully called or removed. This means that an agent will always be reserved to make the call. This is poorer for dialler performance, but is the best behaviour because a call to a person will never be abandoned more than once.
  • Reserved Agent (72 hours): After a restriction period, which is normally 72 hours, the call will be marked as a normal recycled call and will be dialled again without the need to reserve an agent. This is better for dialler performance, but does run the risk that another call attempt to the contact may result in further abandoned calls.

CLI (Caller Line Identity)

• Presented CLI: The telephone number to present with outbound calls from this Campaign
• Dropped call destination: A directory number where the call will be transferred to in the event of a predictive abandoned call

• VDN: A vector directory number is an extension on an automatic call distributor that directs an incoming call to a "vector".

  Note: Since Callmedia's CU40, the campaign must be assigned to a VDN, which will be used for dialling.

Max Attempts

• Remove After: Removes a contact after a total number of contact attempts, which is the total of attempts for all numbers.

When setting up the Campaign consideration must be given to what business data is going to be imported in order to support the filtering. Choose business data fields to import that will allow the business to be able to differentiate between high-value and low-value data.

This tab is used to give labels to the 5 slots for business data in the Calls List. These labels help to identify what they are going to be used for and are also an aid when importing data to ensure that the correct information is imported into the correct slot.

• Business Fields 1 to 4: Can contain text values of up to 50 characters in length. Numeric values can also be imported into these fields.

• Business Field 5: It is used for date/ time comparisons such as a person's date of birth, an expiry date for a contract or insurance premium. This field can only be used for holding date/ time values.

This tab allows you to:

• Activate phone fields for mapping additional phone numbers to a client during the creation of a new Callmedia Calling List.
• Set specific call attempt limits for contacts being calls on behalf of this Campaign.

You can select removal rules for each Telephone Number and specify whether it will be removed for a particular reason and, optionally, after a given number of attempts - irrespective of the recycling reason.

This tab allows you to enable/ disable a Callback after the end date of a Campaign and to specify what action happens to it when it is unsuccessful. This can be a User (agent), Team or Personal action.

User Callbacks

• Enabled (checkbox): If this option is ticked then the 'Reschedule To Me' option will be available within Callmedia Desktop. If it is not ticked then the agent will be unable to reschedule calls to himself.

• Restrict between Campaign dates (checkbox): If this option is ticked then agent callbacks will only be returned if they are currently inside the Campaign start and end dates. If this option is not ticked then an agent may receive Callbacks even if the Campaign has ended.

Unfulfilled callback action

If a Callback failed to be made, then as part of the midnight housekeeping these calls can be automatically rescheduled pre User, Team or Personal level. The options are as follows:

• Move call into error state: Any Callbacks that are failed will be placed into the Calls in Error list (default option). Available to User, Team and Personal.
• Reschedule same time tomorrow: The Callback time will be set for tomorrow at the same time as the original Callback time. Available to User, Team and Personal.
• Reschedule team and same time tomorrow: Removes this call from being agent specific and anybody in the Team could be assigned to the call.. The Callback time will be set for tomorrow at the same time as the original Callback time. Available to User only.
• Reschedule according to Recycle Plan: The Callback will be set for tomorrow, but at any time between 00:00:01 and 23:59:59. Available to User, Team and Personal.
• Reschedule team and according to Recycle Plan: Removes this call from being agent specific and anybody in the Team could be assigned to the call. The Callback will be set to have a start time of tomorrow, but at any time between 00:00:01 and 23:59:59. This option only applies to calls that are set to a specific time or a delta time. It does not affect callbacks to time windows. Available to User only.

All callback types

• Try alternative numbers (checkbox): Selecting this option means that any other numbers for the contact will be attempted AFTER the number that was originally requested.

  Note: Recycling rules may remove numbers in any order depending on the outcome of each dial attempt including the primary contact number. Only when all numbers are removed will the contact be removed.

Through this tab you can manage CLI numbers for specific geographic areas by defining the relevant database fields.

The following actions are available

Icon	Description
	Updates the list of CLIs
	Creates a new Presented CLI. Provide the following parameters: BField1-4: The geographic areas Order: The CLI order Presented CLI: The telephone number Active: Whether the CLI is active or not Click the icon to add the CLI.
	Modify the parameters of the selected Presented CLI
	Remove the selected Presented CLI from the campaign

This tab defines how calls will be redialled if a call attempt has failed, for example, as a result of a no answer or engaged call attempt. The recycling rules work the same for all dialling modes; however, with predictive dialling the predictive dialler will recycle some calls automatically without the need for a User to select the recycle reason.

There are two levels of Recycling Rules: Ordinary Rules and Callback Rules. The set of rules that will be applied to the call will be selected by the number of days on which a particular call has been attempted.

Details

• Select/ Add plan: Allows you to select an existing plan or add a new one

  Note: The default plans used for Callmedia are (7 days and 30 days).

Plan Configuration

• Activate rule for calls up to: The recycling plan is set up for calls that have been attempted for up to the number of days defined in this field.

Default Rule

The following options are available for a time window in the Recycling Plan:

• Days (drop-down list): All Week, Weekday, Weekend, Monday-Sunday
• Period (drop-down list): AllDay, Morning, Afternoon, Evening

Ordinary Rules

Ordinary Rules is responsible for recycling calls for the current day only. They use time delta recycling (e.g. call again in 15 minutes, 1 hour, etc.) and they have an attempt count that will be valid for the current day only for each possible call outcome. There is also be a maximum number of call attempts.

Callback Rules

Once Ordinary Rules have expired because the call has been attempted more times than the rules allow, then these rules come into play. These offer the option to set the Callback time to a Time Window recycling rule only (e.g. recycle to Weekday Afternoon, Saturday Any Time) or to remove the call from the calls list.

This screen allows the calling hours of the Campaign to be set up. These are then used as part of call recycling or recycling rescheduled calls.

Enable the checkboxes for the required calling hours categories.

• All Day: Sets the start and end times for the whole day
• Morning: Sets the morning start and end times
• Afternoon: Sets the afternoon start and end times
• Evening: Sets the evening start and end times
• Time Windows 1-3: These custom time windows are useful for setting up non standard time windows, such as a Saturday calling period.

Time Periods

• All Week, Weekday, Weekend, Monday-Sunday: These checkboxes set the window of time or 'Time Period' that calls can be recycled / rescheduled to. When the Recycling plans are set up this will enable or disable different options, these are also used when an agent tries to schedule a Callback to a specific time window.

This tab shows the amount of available calling data for the campaign. The following information is shown:

• New: The number of uncalled contacts
• Callback: The total number of arranged Callbacks
• Recycle: The total number of contacts that have been attempted at least once, but have not been connected
• Total: The sum of the calling data for the campaign

The icon navigates you to the 'Call Distribution' tab of the Callmedia Teams screen for resetting all pending recycled calls to new (uncalled) status (by using the Recycle button there).

The following actions are available:

Icon	Description
	Allows you to add or import a calls list through a wizard, which opens in a new tab. To return to a previous step (when possible) within the wizard click the left arrow button on the top. Wizard Select Callmedia calling list On the first step of the wizard, provide the following data: Campaign: Select Callmedia campaign from the drop-down list Calls List: Select one of the following: An existing list. The Team field is auto populated. A New list. This enables the 'New calls list' section with the following additional fields: Team: Select a team for the new list Calls List Name: Type a meaningful name for the new list Tip: When importing a calls list from Infinity it is recommended to enter the same Import note used in the Import wizard for easier comparison between Infinity and Callmedia data. Priority: A number between 1 and 10 representing the order of the calling list. A list with a higher number will pass first in relation to others. Click the Add button to add the new list. Click the Next button to continue. Specify Data to Be Called On the second screen of the wizard, select one of the following options: Use Calls List: The data of the selected calls list in this drop-down list will be appended to the new calls list created in the first step of the wizard. User Import ID: Select the calls list to be imported from Infinity (by default completed calls are not imported) Use Contact Data: Allows you to import Infinity data using specific conditions Click the Next button to continue. Check On the third screen of the wizard, select at least the Infinity table header for the phone 1 to the Daytime field. If the client has multiple phone numbers such as Evening or Mobile, they can be mapped using the Con_Phone1, Con_Phone_2, etc. fields. The Business fields can also be used for the same purpose. Tip: To be available for mapping the phone fields have to be activated first at the Telephone of the Callmedia Campaigns screen. You have also the following options: Check Duplicates in Same Calls List (checkbox): Before each record is imported, the system will check for duplicate contacts in the same Callmedia calls list. Check Incompletes in All Calls Lists (checkbox): Before each record is imported, the system will check for incompletes (existing leads with no Complete status) in all calls lists. Click Next to perform the import. Click the Finish button to complete the procedure.
	Refreshes the displayed calls lists
	Provides a shortcut for reassigning one or more Callmedia campaigns from one team to another. Select a project on the drop-down list, check the new team and click the icon to complete the reassignment of the campaign(s). Note: Each Callmedia call list can only be assigned to one team.
	Select the priority of the list. Calls are selected for dialling in priority order, highest priority first.
	Opens a dialog box for selecting the call states that will be paused or resumed when you click the icon.
	Removes the calls list from the campaign

This tab displays an overview of all the calls in error for the project (calls that have been interrupted due to forced log off, PC restart etc). The following actions are available through the tab's toolbar:

Icon	Description
	Refreshes the displayed calls
	Shows the status inside Infinity for each record (by default, the screen shows only the Callmedia status)
	Removes the selected call
	When a call is stuck in error, this will make the record available for dialling again
	Opens the Lead View screen, so that you can better decide to apply 'Reset to fresh' or 'Remove' to the record
	Allow you to access the additional pages of calls (if any)

This tab shows the current status of the callbacks allowing you to reschedule them, pause/ resume them and change their order (priority). The following actions are available through the tab's toolbar:

Icon	Description
	Refreshes the displayed callbacks.
	Sets the selected callback to Fresh status.
	Change the date and time of the selected callback. Click the icon to confirm.
	Pause: Sets the selected callback to Pause status to temporarily prevent calling Resume: Sets the selected callback out of Pause status resuming calling
	Allows you to set the dialling priority of the selected callback(from 1-highest to 10-lowest).
	Removes the selected callback from the calls list preventing dialling forever.