From Bright Pattern Documentation
Contents
- Introduction
- General Information
- Contact Center Configuration Process
- Initial General Configuration
- Inbound Voice and Chat Service Configuration
- 1 Outbound Campaign Configuration
- Email Service Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Activity Forms
- Lists
- Tasks
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Reporting
- Security
- Appendices
Contact Center Administrator Guide
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, see also ServicePattern 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 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. | 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 |