From Bright Pattern Documentation
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.
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 automatically assigned 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. | Pre-defined Dispositions and Services and Campaigns - Dispositions Tab |
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. | Scenarios Overview |
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 |