Campaigns — the PBX dials a list for you

What a campaign is, and what it suits

The screen is in the side menu, in the Call management group, named Campaigns. On the first visit a notice appears: the dialer is meant for small campaigns and is limited to 60 calls at once. For large-volume dialing — contact customer service.

Each campaign has a card: the name, ID, status (Dialing or Paused), Shown to recipient (which number appears for whoever receives the call), Concurrent calls, the destination When answered, and a progress bar. On the card: Manage campaign and Start / Pause. The last card — New campaign, with Create campaign.

Creating a campaign

1. Click Create campaign.
2. Campaign name (for example "Meeting reminder") and an internal Description.
3. Which number is shown to the recipient — the number whoever receives the call sees, and also the number they will call back.
4. What happens when answered — the destination type and the destination itself. A queue transfers to an agent, a router plays a menu for key presses, and a recorded message plays and hangs up.
5. The campaign is dialing — off = the campaign is saved but makes no calls. Best to leave it off until the list is ready.
6. Click Create campaign.

The number list

In the Number list part you add numbers in two ways:

• Pasting — one number per line, or separated by commas. Click Add to list.
• An Excel or CSV file — drag or choose a file, and it goes into the list right away: the phone column is detected automatically, and a header row and other columns are left out.

After adding, a summary is shown: how many were added, how many were already on the list and skipped, how many got a leading 0 (Excel removes it), and which are not valid phone numbers and were not added.

In the table: the number, the status (waiting to be dialed, succeeded, failed, cancelled, or "On a call now"), the number of attempts and the last attempt. You can search for a number, filter by status, select rows and do Reset status (the number goes back to the queue and will be dialed again) or Remove selected, and export the list with Export to Excel.

Above the table it shows how many were handled out of the total, how many succeeded, how many are waiting and how many failed.

Advanced management: success, answering machine, pace and hours

In the Advanced management part:

• When a number counts as successful — When answered (suits messages and transfer to an agent), or When a key is pressed (suits attendance confirmations and surveys). This decides when to stop trying the number.
• When an answering machine answers — ignore, mark as failed, try again or mark as successful. Answering-machine detection isn't accurate and may mark real people as a machine, so leaving "Ignore" is recommended.
• Attempts per number — the default is 3. Wait between attempts — in minutes, even half a minute (0.5) is possible.
• Concurrent calls — up to 60. The more, the faster the campaign finishes — but it loads the agents.
• Dialing hours — a time group that limits when dialing is allowed. Without it ("Any time") the campaign will dial at any hour. The groups are defined on the Times and Dates screen.
• Call recording — which recording group the campaign's calls belong to, and the Campaign owner.

Callback: whoever calls back

In the Callback part you see what happens when someone who got a call from the campaign calls back the number shown to them: where the call reaches today, and whether it is In sync (the same destination as the campaign) or Not in sync.

The Sync: send callbacks to the campaign destination button changes the routing of the shown number.

Starting, pausing and deleting

• Start on the card — after confirmation, dialing the list starts right away.
• Pause — the campaign stops dialing, and the list and statuses are kept.
• Delete campaign at the bottom of the window — deletes the campaign and its number list, after confirmation.

Transcription and permissions

At the bottom of the window there is Automatic transcription to email — available only for a recorded campaign (in the "Call recording" setting). See the transcription guide.

Viewing, creating, editing, deleting and exporting the list — each is a separate permission. Without edit permission there is no manage button. To get a permission, contact us.