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Contents

Outbound Campaign Configuration

This section outlines the recommended general order of configuring an outbound campaign. Note that for campaign configuration, the Contact Center Administrator application provides a diagnostics page that you can use to verify the correctness and completeness of your campaign configuration. For more information, see section Outbound - Diagnostics.

For quota-based campaigns, refer to the Bright Pattern Contact Center Outbound Quota Tutorial.


Step Action Section of this Guide
1 Import and configure calling lists. Lists
2 Import and configure Do Not Call lists. Do Not Call Lists
3 Review and, if necessary, update state calling hours State Calling Hours
4 Create an outbound or blended service (campaign) and configure its general settings. Services and Campaigns - Properties Tab
5 Assign agent teams to the campaign. Note that the campaign will be created with a default skill that can be assigned automatically to all members of the associated agent team(s). Services and Campaigns - Assignments Tab
6 Create additional skills required for this campaign. Auxiliary Skills
7 Assign the additional skills to agents of the assigned teams. Skill Levels
8 Assign campaign operators to this campaign. Services and Campaigns - Assignments Tab
9 Review and edit the default dispositions and define additional dispositions as may be necessary to analyze the results of your campaign. Services and Campaigns - Dispositions Tab and Pre-defined Dispositions
10 Associate the calling lists with this campaign, configure them for use within the campaign, and enable them when they are configured. Services and Campaigns - Lists Tab
11 Define interaction processing scenarios that may be needed for automatic processing of answered campaign calls and possible callbacks within this campaign. Note that scenario templates are available for some typical outbound processing automation tasks, such as right-party connect (RPC) and the opt-out option for calls unanswered within the compliance time. Voice Scenarios
12 Create activity forms that the agents will use to process campaign calls, and bind them to the calling list data. Activity Forms and Services and Campaigns - Activity Tab
13 Decide which access numbers will be used as caller IDs for this campaign and, if necessary, associate these numbers with scenarios for possible callbacks. Access Numbers
14 Configure campaign caller IDs. Services and Campaigns - Numbers Tab
15 Configure all campaign-specific settings, including campaign type, general schedule, estimated success rate, calling hours, dial rules, and Do Not Call lists. Services and Campaigns - Outbound Tab
16 Verify the completeness of campaign configuration using the campaign’s Diagnostics page. Outbound - Diagnostics
17 Set up periodic export of campaign results and recordings. Services and Campaigns - Results Tab
18 Enable the campaign Outbound - General


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