This section covers:
To load a voice campaign, go to the ‘New Voice Campaign’ page; if you can’t see this page please email firstname.lastname@example.org.
Enter a campaign name and then select the callflow you would like to use. If you click on the ‘show parameters’ option, it will show you what data will need to have in your Excel file. Click ‘next’, and you can then upload your file.
Click ‘browse’ and select the correct file from your computer. If it has a header row, click the tick box and click ‘next’.
You should now be on the Scheduling page.
Select the date and time you want the campaign to be active between using the ‘Starting at…’ ‘…and ending at’ options.
Set the number of concurrent calls you require; there is a standard limit of 25 at one time. If you require more, please get in contact with your account manager. This can also be controlled when the campaign is running using the sliding bar located on the ‘My Voice campaigns’ page.
You can also set the campaign to rollover to the next day if it does not complete on the day it was loaded. Select the appropriate days and times you wish the campaign to automatically continue to if your campaign rolls over.
You can also specify the priority order in which calls are made by dragging the ‘Home’, ‘Work’, ‘Mobile’ and ‘Additional’ options up and down the list. These match up to the first 4 columns in your data that you uploaded into the system.
If you do not want a certain set of numbers to be dialled, click the ‘Don’t Dial?’ tick box.
You can now set your calling priorities, here you have four options:
- If you select ‘By Record’, all numbers (unless answered) in a record will be called before moving to the next record
- If you select ‘By Number Priority’, all home numbers will be called before all the work numbers etc. based on the number type priority you previously set
- If you select ‘New Calls’, then all numbers that have not been dialled will be dialled prior to any retries taking place, irrespective of any retry intervals you previously set
- If you select ‘Call Retries’, then retries will be attempted based on the retry intervals you set later in the process.
Where a voice call is answered and you are also running SMS campaigns, you can choose whether to exclude SMS Messages from being sent for that day as long as they have not already been submitted to the network.
If you select yes, you have the following options to choose from:
- Exclude just this number – Answered by a person (where a call is answered by a person just this number is excluded from receiving an SMS message today)
- Exclude just this number – Answered by either a person or an answerphone (where a call is answered by a person or answer machine just this number is excluded from receiving an SMS message today)
- Exclude all numbers in the record – Answered by a person (where a call is answered by a person, all numbers in this record will be excluded from receiving a SMS message today)
- Exclude all numbers in the record – Answered by either a person or an answerphone (where a call is answered by a person or answer machine, all numbers in this record will be excluded from receiving a SMS message today).
The next step is to select how many calls are made to each number and how often.
Select these options using the drop downs on the screen and select your CLI. The CLI is the number that is displayed to the customer when they are called.
When you click ‘next’, it will take you through to the campaign preview page. Once you have confirmed that you are happy with your campaign press ‘Submit’.
There are 2 reports available to be downloaded for each voice campaign completed on the system.
- A Call Level report – this reports on all calls made in a whole campaign. It shows how long each call was and at which point the call finished.
- A record level report – this is similar but only shows the final outcome for each number called instead of all outcomes.
You can download these reports by clicking more info on each individual voice campaign. If the campaign has completed there will be an option to download both reports. If the campaign is running you can see a live summary of call outcomes in the more info section of a campaign.
You can control Voice campaigns in several ways.
You can pause, resume and cancel live campaigns by ticking the tick box next to the campaign and selecting the relevant option.
Once a campaign is completed or cancelled you will have the option to reload the campaign. This will give you the option to re-contact the numbers you didn’t get through to the first time round.
You will be led through the same process as before – selecting your campaign settings – when you have finished, a separate campaign will appear with a reduced number of records.
You can also adjust the number of concurrent calls of each campaign by selecting the campaign you want to adjust and then use the slider located at the top of the page to amend the number of concurrent calls and press the Save Changes button.