Campaign List Management

There is a separate chapter on this topic.

Campaign Options

You can run multiple campaigns at the same time (even with other types of campaigns), as long as the total number of lines/channels used does not exceed the total number of lines available in your account.

Call disposition rules

Call disposition rules are used to set CRM fields automatically based on-call status. For example, the included rule for machine answer, if selected for your campaign, will automatically mark the Contact Status field to machine answer if the call is answered by an answering machine or voicemail.

Ex. Design a new call disposition rule such that it will call the number once more time if it is answered by a machine.

Call Control

There are general account settings to control the outbound calls. These settings are under Setup, Account, Call Control page.

Allowed outbound call time

The time is based on the calling number’s time zone, not where the server computer is. So if you are calling nationwide and the called number is on EST, then the number will be automatically skipped if it is too late in the EST time zone. Basically, the campaign will automatically adjust based on the time zone of the called phone number.

Call Progress Detection

For any dialer campaigns, it is important for the dialer campaign to detect whether a call is answered by a live human or machine. Since there is no standard signal to indicate the situation, dialers have to use software algorithm (call progress detection) to do so.

The algorithm is largely based on statistics and heuristics. Thus it is not possible to get 100% accuracy. Being in business for more than fifteen years and collected a large data set, Voicent’s algorithm is probably the best in the industry.

The Detection option is used to control the algorithm. But for most cases, you use the default “balanced” option.

• Ex. Set the options such that it plays the message right after the phone is picked up.
• Ex. What will be the side effect of the above option? In what situation should that option selected?

Look Beyond a Single Campaign

• Run campaigns based on previous campaign results
  See: http://voicent.com/support/manage_campaign_help.php

• Manage campaigns to avoid calling the same contacts repeatedly
  See: http://voicent.com/support/manage_campaign_list_help.php