Create an agentless campaign

Prerequisites

The following permissions are required for all dialing modes:

  • Outbound > Campaign > Add, Delete, Edit, Search
  • Routing > Queue > Search
  • Scripter > Publishedscripts > View
  • Outbound > Contactlist > Search

The following permissions are required for all dialing modes except Preview mode:

  • Outbound > Responseset > View
  • Telephony > Sites > View to configure a site
  • Telephony > Plugin > All to configure an Edge group

The following permissions are optional for all dialing modes:

  • Outbound > Dnclist > View
  • Outbound > Ruleset > View
  • Outbound > Callabletimeset > View
  • Outbound > Contactlistfilter > View

  1. Define prerequisite resources required for this campaign mode, or identify existing resources to reuse.

    Resource Required? Description

    Call Response

    Yes

    Define actions an Edge takes based on call analysis results. See Call Analysis Response page.

    Note: You cannot assign to an agentless campaign, a call analysis response set that transfers to agents, since agentless campaigns don’t use agents. If the select a response set that does this, a validation error appears.

    Contact List

    Yes

    Define the list of persons to call or know which existing list to use.

    Do Not Call List

    Optional

    Define a list of numbers that this campaign should never dial, even if they are in the contact list. See Add a new DNC list.

    Callable Time

    Optional

    Define when the campaign can place calls to specific time zones. See Create a contactable time set.

    Division

    Optional

    Know which division to associate with this campaign, or whether to use the Home division by default. See Divisions overview.
  2. Click Admin.
  3. Under Outbound, click Campaign Management.
  4. Click the Voice Campaigns tab.
  5. Click Create New.

    Type a name in the Campaign Name box. The name of a campaign can contain spaces and special characters, but it must be unique.

    Image of campaign name property box

  6. Select a Division or accept the default Home division.

    See also Work with Divisions in About access control.

  7. Select Agentless Dialing from the Dialing Mode list.

  8. Set Outbound Lines Distribution to specify how many simultaneous calls to place at a given time for an agentless campaign. For example, if you set the value to 10, the agentless campaign will try to have 10 active calls at all times. Figure shows the Outbound Lines Distribution box for selecting the Lines value.

  9. To associate the campaign with a dialing group, select Edge Group or Site in the Dialing Group box. An Edge group is a cluster of Edge devices that share resources, such as tie lines and long distance lines. A site is the home of a set of phones, Edge devices, or a combination of the two.

  10. If you selected a dialing group, make a selection in the Edge Group or Site box. Associating an Edge with an Edge group gives the Edge access to the trunks connected to other Edges in the Edge group. Associating an Edge with a site enables the system to provide location-based call routing. You can filter the list by typing all or part of a name.

  11. From the Call Response box, make a selection. To filter the list, type all or part of a name. The selected Call Analysis Response Set (CARS) defines the action an Edge takes based on call analysis results. The campaign responds to live persons or answering machines in accordance with settings in its associated Call Response entry.

    image shows an example call analysis response selection

    Notes:

    • You cannot assign a call analysis response set that transfers to agents to an agentless campaign. Agentless campaigns do not use agents. If you select a response set that transfers agents to an agentless campaign, a validation error appears.

    • Likewise, you cannot assign to an agentless campaign, a response set that does not have a ‘Transfer to Flow’ response action, since an agentless campaign requires that action.

    For example, a response set could tell Edge to hang up in response to an answering machine, or to transfer a live person to an outbound flow created in Architect. For more information, see Call Analysis Response page.

  12. No-answer timeout is a regulatory compliance setting. It determines how long a call in a ringing state (neither connected or answered) will stay active before the system automatically disconnects it. This threshold is configurable on a per-campaign basis for all dialing modes except Preview.

    Figure shows the No Answer Timeout property setting of a campaign.

    Type a different value or use the spin control to adjust the number of seconds to wait. The range of acceptable values is 15-60 seconds. The default is 30 seconds.

  13. Use the Contact List box to select a list of contacts for this campaign to dial. To filter the list, type all or part of a name. If you select an unassignable list, an error message indicates why. A contact list is invalid if:

    • No defined phone number types exist for the list.
    • The list has no records.
    • The list failed to import.
    • An import that created the list is still running.

    Tip: If you have not created a contact list, you can do so without leaving the current page:

    1. Click the Contact List box and then click Create New Contact List.

      Figure shows how to create a new contact list while editing a campaign configuration
      A dialog box prompts for the contact list name and a .csv file to upload:

    2. Type a name in the Contact List Name box and click Browse to select a contact file to upload. For more information, see Create a new contact list.

    3. Click Save. 

    Columns in the contact list that contain telephone numbers appear below the Contact List Numbers heading. To exclude a phone number column from dialing, click x next to a phone number type. If you remove a contact column and want to add it back, click outside the boxes. Then type all or part of the phone number type name. For example, type C to display Cell. To accept a matched item, select it from the list.

    Figure shows contact list numbers in contact list.

    Control the order in which contact columns are dialed

    The left-to-right order of appearance in the Contact List Numbers box determines the order in which the system dials contact columns (for example, work, home, or cell). To change the order that the system dials columns, click and drag a column name to a new position. The system dials leftmost items first. For example, if contact list numbers contains work and home columns, the campaign dials the work number first.

    Define closing wrap-up code mappings

    For contact lists with multiple contact columns (work and home for example), if the system reached the contact through the work number and an agent sets a terminating wrap-up, it does not dial the home number.

    A terminating wrap-up code is any wrap-up defined for a queue, whose wrap-up code mapping is “Right Party Contact”, or one of the uncallable indicators (Contact Uncallable or Number Uncallable). For more information, see Wrap-up code mappings page.

    Attempt controls and multiple phone numbers

    If a contact has multiple phone numbers and you configured a Recall Type entry, when the campaign receives that Recall Type for the first callable number, it makes all the recall attempts configured for that number before dialing the next number. For more information, see Configure an attempt controls entry.

  14. From the Contact List Filter box, optionally select the contact list filter that this campaign should use to limit the dialing to contacts that match the filter. For more information, see Contact list filters view.

    Caller ID entries allow you to set the name and phone number shown to contacts as Caller ID information. Telemarketing and regulatory compliance often requires the ability to send Caller ID information.

    1. Type a calling party number in the Caller ID: Phone Number box. Type numbers only, without dashes or parentheses, or enter the number in E.164 format.

      Figure shows an example caller id phone number.

    2. Type a calling party name in the Caller ID: Name box.

      Figure show an example caller id name.

      Note: While you can set caller ID information for a campaign, there are several other features that contain caller ID information. Those features can take precedence over the caller ID information you set here. For more information, see Use the Prioritized Caller Selection feature to configure caller ID information.

  15. From the DNC Lists box, optionally select a table of phone numbers that this campaign should never dial. To filter the list, type all or part of a name. When this campaign selects records to dial from its contact list, it excludes numbers that match entries in this DNC list. If you select an unassignable list, an error message appears. A Do Not Call list is invalid if:

    • All or part of the list contains no records.
    • All or part of the list failed to import.

    Tip: If you have not created a DNC list, you can do so without leaving the current page:

    1. Click the DNC Lists box and then click Create New DNC List.

      Figure shows how to create a new dnc list while editing a campaign configuration
      A dialog box prompts for the DNC list name and for a .csv file to upload.

    2. Type a name in the DNC List Name box and to select a DNC file, click Browse. At minimum, the .csv file can contain a single column of telephone numbers. A DNC file may contain multiple phone number columns and redundant information, such as contact names.

      Example:

      Last Name, First Name,DNC_Home,DNC_Cell,DNC_Work
Smith,Bill,317-153-4777,317-981-6233,317-333-2174
Thomas,Terry,424-999-2334,424-384-9993,424-973-8828

      As a best practice, put only phone number columns in your .csv file. For more information on DNC list view, see Do not contact lists view.

    3. Click Save.

  16. Optionally select sets of rules from the Call Rule Sets filtered box. Rule sets apply automation to campaign records processing. To filter rule set choices, type all or part of a rule set name and view case-sensitive matched selections. To accept a matched item, select it from the list. For more information, see Rule sets view.

    Figure shows assignment of multiple rule sets to a campaign

    Tip: If you assign multiple rule sets, change rule set evaluation order by dragging items to new positions in the Call Rule Sets box. The system evaluates rule sets in left-to-right order.

  17. Optionally select a Contactable Time Set file containing time zone names and when calling can occur for each. For more information on callable times, see Contactable time sets overview.

    Note: To use the callable times feature, the contact list assigned to the campaign must contain at least one timezone column. If it does not, and you assign a set of callable times to the campaign, then the configuration is invalid and you cannot save changes to the campaign.

  18. Optional. From the Call Analysis Language box, select a language for Edge to use when call analysis is applied to the call. For more information, see Supported call analysis regions.

  19. Optional. Enable Always Running if you want the campaign to continue running even if there are currently no contacts in the contact list. The campaign does not complete when it runs out of records, and instead sits idle waiting for more records to be added. This option is useful if the contact list is dynamically updated from another source.

  20. Optionally sort the contact list by column before dialing begins. For example, if your contact list has an Amount_Owed column, you could sort the list to call people who owe the highest amount first. Under Advanced > Contact Sorting, select a contact list column in Sort by. Select a Sort order: ascending (default) or descending. If the sort column contains numeric information such as a telephone number or monetary amount, enable Field is Numeric. Contact list sorting takes place at campaign start or campaign recycle. If you add a contact while a campaign is running, the new contact is dialed but is not included in contact list sorting until the next campaign recycle. Click the plus sign to sort by additional columns. You can sort up to four contact list columns, with the first sort taking the highest precedence.

    Figure shows options for sorting the contact list based on a single column

    Note: Special considerations apply when sorting a date column. The system does not sort a contact column that represents a date formatted mm/dd/yy as a date. It sorts the column as a string since the system does not recognize that format as a date. To work around this limitation, format dates using ISO 8601 format (yyyy-mm-dd). That format sorts in the same order whether considered a string or a date. To denote Christmas Day for example, enter 2017-12-25 instead of 12/25/17.

  21. To add a new contact to a running campaign and re-sort the contact list while the campaign runs, turn on Dynamic Queueing sorting. Be sure to select a Sort By column by which to re-sort the contact list when the new contact is added to the running campaign. 

    Displays Dynamic Queueing Sorting toggle turned On

    Before you configure dynamic sorting, consider these actions:

    • If you do not configure Contact Sorting, contacts sort in the order that they appear in the contact list.
    • If you configure Contact Sorting, contacts sort when you run a campaign based on campaign configuration settings.
    • When you enable Dynamic Queueing Sorting, contacts re-sort at the time of the contact attempt during a running campaign.

    Configure Dynamic Queueing sorting for a campaign:

    • When you configure a campaign, the Contact Sorting Sort By column data type Field is Numeric must match the Column Data Type Specifications Data Type, in the contact list.
    • When you enable Dynamic Queueing sorting for a campaign, you must also define the selected Sort By column in the campaign's contact list Column Data Type Specifications.

    Notes:
    • If you receive more than two contact list validation errors when you create or edit a campaign with Dynamic Queueing, you must select a new contact list without errors.
    • You can have up to five active Dynamic Queueing sorting campaigns per organization that run concurrently.
    • You can have a total of 10 active and inactive Dynamic Queueing sorting campaigns per organization. Make sure to delete your inactive campaigns. 
    • You cannot enable the Dynamic Queueing Sorting feature after you create a campaign. Create a new campaign and a new contact list to enable the Dynamic Queueing sorting toggle.
    • The Dynamic Queueing sorting option is not currently available in the Salesforce UI and thus for the Salesforce integration.

  22. To ensure that your campaign honors Contact List Filters changes at any time, for example, while a campaign is running, then when you create the campaign, switch the Dynamic Queueing Filtering toggle to On. 

    Displays Dynamic Queueing Filtering toggle turned On

    If you did not create the campaign with Filtering switched to On, you cannot enable the Dynamic Queueing Filtering feature. To enable the Dynamic Queueing Filtering feature, create a new campaign.

  23. Click Save. The new campaign is available on the Campaign Management page.

    Note: An error message appears if the new campaign exceeds the maximum limit count of 1000. Delete old or obsolete campaigns as needed and click Save again to complete the new campaign configuration.