Outbound Campaign General Tab Options
Table 25-1 lists the fields available on the Call Flow based Campaign's General tab:
Table 25-1: Outbound Campaign General Tab Fields | |
Name | Descriptions |
Campaign Name | Specify a Campaign name that appears to agents. |
Status | Determines the visibility of this Campaign in the Campaign list:
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ANI | This is the phone number that will be displayed to the customer as the caller ID. Depending on your Contact Center settings, this field can be mandatory or optional. If this field is optional and the field is left blank, then the agent's ANI will be displayed as the caller ID. |
Weight | The weight can be used to prioritize the order in which multiple Campaigns are dialed when there is a significant queue of leads. |
Default Expiration | The duration, in days, the lead will remain active. |
Retry Interval | The number of hours between call retry attempts. |
Retry Limit Type | This determines the way the outbound dialer will limit retry attempts. The following options are available: Single: This setting instructs the dialer to try to connect to the lead up to Maximum Retries, regardless of time of day.
Figure 25-1: Single
Figure 25-2: AM/PM Split |
Maximum Retries | The maximum number of re-dials per unique ANI before the system automatically expires the lead. To change the Maximum Retries for the AM/PM setting, first select Single, set the Maximum Retries and save the Campaign. You can then change the Retry Limit Type back to AM/PM Split with the new Maximum Retries value.
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Dialer Type | Select from Progressive, Push Preview, or IVR Out. Learn more about dialer types.
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Message to Agent | Enabling this allows you to display an informational message to the agent at the beginning of the call. |
Agent Message Text | The message that appears to the agent when the call is connected. Call-related fields may be displayed in this message. Example: Hello, this is ${rep.firstname}, may I speak with ${namefirst} ${namelast}? |
Screen Pop URL Selection | Determines the agent's screen pop behavior: No Screen Pop: No screen pop will be triggered by the call. This is the default setting. Use Lead Preview Screen Pop: Presents a screen pop for each call containing standard information about the lead being called. This setting is required when using the Push Preview dialer. Specify Screen Pop URL: Displays an input field for you to enter an arbitrary URL to pop. |
Screen Pop URL | The URL to "pop" when the call is connected. You can pass parameters generated by Contact Center to this URL. Learn more about screen pop URL parameters in the Outbound User Guide.
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Comment | Enter any notes or descriptions here. |