|

Help center

Submit a ticket My Tickets
Welcome
Login  Sign up

Working with Campaigns

All leads imported from the CRM or uploaded with lead files are assigned to campaigns. The support team assists you with importing the leads and creating campaigns according to your requirements. 

Campaigns are virtual boxes consisting of logical rules. Unlike rules in groups that are used for filtering leads, the rules in the campaign section define calling behavior: which agent should call a lead, and what happens after a call. 

You need to configure user groups and set filters to target leads from campaigns. User groups also connect agents to leads via priority groups.

You can manage campaigns and campaign groups using the Campaigns menu. 

Viewing Campaigns

To view campaigns:

  1. Go to the Campaigns menu and click All Campaigns.
  2. On the All Campaigns page, the campaigns are displayed in groups.  
  3. You can click Expand All to view all groups. Or you can click + to expand a specific group. On the displayed page, campaigns are organized into a table. It has several columns with parameters and buttons that provide access to actions.
ColumnDescription

ID


Each campaign has a unique ID that the system assigns to it.

Name

 This is a campaign name to quickly identify it.

Active 

This column indicates whether campaigns are active (green circle) or disabled (red circle). You can temporarily or permanently disable a campaign.

Leads Count

This column shows how many leads are assigned to a given campaign.

Currently Available Leads 

These are all leads in the campaign available for dialing (not frozen, blacklisted or out of calling hours, etc.)

StatusesThis column shows all statuses n a specific campaign by their colors and the number of leads per status.
Actions

There are Frequent and Rare buttons that provide access to action you can perform with campaigns. The sections below give instructions on how to perform each action and which settings to apply. 

Campaign Groups

New in 2020/11/08 release You can create campaign groups if you have many campaigns for several brands at the same tenant, different products, etc. 

To create a campaign group:

  1. Go to the Campaigns menu and click Campaign Groups. Alternatively, you can click on the Create New Campaign Group button on the All Campaigns page.
  2. Enter the group name and description.
  3. Click the campaign name in the Available box to add it to the group. To quickly find a group, you can enter its title in the Filter field.
  4. Add as many campaigns as you wish. Then click Save.
NOTE
1. A campaign can belong to only one group.
2. There is a group called Campaigns without a group. It contains campaigns that don't belong to any group.

Editing Campaign Parameters

Please refer to a separate article.

Lead Statuses and Workflow

Campaigns contain statuses that agents can choose to assign to leads when submitting feedback. CommPeak support team will create default statuses that you can modify according to your needs. If you wish to add new statuses, please contact the support team.

Editing Lead Statuses

To edit lead statuses:

  1. Click the Frequent button and select Lead Statuses.
  2. Click the Edit button in the Actions column.
  3. Modify parameters as described in the table below. Then click Save.
ParameterDescription
NameStatus name that the agent will see.
DescriptionStatus description visible when editing the status.
Max Call After Days (0 - unlimited)This field defines the number of days an agent can choose to set a callback time. The option is mostly used for personal and general meeting statuses. In other cases, you can set it to 0.
ColorYou can use this option to change the status color. Click on the palette icon to select the color. 
API mapping for statusIn this field, you can select a value to connect the status to its API mapping. This is the first step to map statuses in the system to CRM statuses. If you work with lead files, leave [Without Mapping] value.
Required fields on feedback submissionYou can define which fields agents must fill in the feedback page after calls:
  • for personal and general meetings, select the call_after field and the date field as shown in the first example on the screenshot above 
  • for default status, which is not to be chosen by agents, create a logical contradiction, as shown in the second example on the screenshot.
Status Affects Permanent Assignment (Assigned Limit)If you enable this option, the lead will be assigned to the agent once the agent chooses this status.  You can edit the campaign to limit the number of leads that can be assigned to an agent.
Allow to select call after time?This option is disabled by default, except for personal and general meetings to allow the agent to set the callback time.,

API Mapping

The mapping of statuses between the CRM and Diler consists of three steps:

  1. Populating the API mapping for status field when creating or editing the status.
  2. Connecting the statuses to the API mapping:
    1. To connect a status, go to the Campaigns menu and select Lead Statuses API Mapping:
    2. You will see a table with mappings for all campaign lead statuses. Find the status you wish to connect and click Edit in the Actions column.
    3. Edit code and descriptions as necessary then click Save.
  3. Configuring synchronization of statuses between the CRM and Dialer.  You can perform the synchronization by going to the Tenant menu and selecting Remote Adapter. There is Statuses Mapping among the available actions.

Lead Status Workflow

The lead status workflow is a grid with all lead statuses available on the agent feedback page. For each given status in the first column, the checkmarks in its row indicate which next statuses the agents will be able to choose.

When agents finish a call, they need to select a status from an available menu. Some statuses not necessary by logic should be excluded. System statuses should be unmarked as well.

To modify the lead status workflow:

  1. Click the Frequent button in the Actions column. 
  2. Select Lead Status Workflow.
  3. On the new page, you will see a matrix with associations between the statuses.
  4. To enable or disable a specific status's availability, select or clear the check box in the corresponding column.
Example
Let us take a workflow example on the following screenshot. If you don't want to allow the agents to set Do Not Call if the lead was busy, clear the check box in the Do Not Call column in the first row.

You can exclude a specific status based on time parameters. This mostly relates to Call Again - Personal.

To exclude a status:

  1. Find a cell with the needed status.
  2. Click the plus sign next to the check box. This will expand two additional boxes and a drop-down list:
  3. Enter the number of days in the boxes.
  4. Select an option from the list:
    • When Non Permanent - the status won't be available when the lead was not permanently assigned before the call, and the call was within the range specified.
    • When Permanent -  the status won't be available when the lead was permanently assigned before the call, and the call was within the range specified.
    • Ignore - this is the default option. It means that the status won't be available when the call was within the time range specified.
  5. Click Save at the bottom of the grid.

Understanding Rules

Rules in campaigns define how to process the leads once they enter the campaign. They define how to process the leads depending on their weight and status they get after the call.

Each rule consists of conditions and actions.

To view and edit campaign rules:

  1. Click the Frequent button in the Actions column. 
  2. Select Rules.
  3. On the new page, the rules are displayed in groups that contain similar rules, e.g., rules that relate to new leads.  You can click + to expand a specific group:
  4.  You can click Expand All to expand all groups:
  5. You can modify the whole group or a particular rule within a group:
    1. To modify a group title or enable/disable a group of rules, click on the Edit button in the group header.
    2. To modify a particular rule, click on the edit button in the rule line:

Rule Types

There are two rule types:

  • Event-based - activated by the rule conditions that trigger an event. Examples of such events are weight changes and status updates.
  • Time-based - activated on a schedule and run periodically. Every time the set hour comes, the system will check the conditions, and if met, will implement the rule action.

Rule Conditions

In this section, you can create conditions to activate the rule. If there are more than one conditions, you can combine them using AND/OR logic:

  • AND - activate the rule if all conditions are true:
  • OR - activate the rule if any condition is true:
  • AND, OR - you can apply both logic types:

Rule Actions

This section defines what will happen if the conditions are true. There is a wide array of actions that can happen, from weight increase to status change. 

Examples

  • This rule will update the CRM once the agent changes a lead status.
  • This rule will assign a lead to the agent, remove it from the lead pool for 14 days, and will dial the lead at the appointed time.

Stats by Leads

You can load quick data about the campaign leads. Click the Frequent > Stats by leads. For more detailed data, go to Reports.

Campaign Agents

You can check if filters work correctly and which agents can call leads from a campaign. Click Frequent > Users List

This can help if a certain agent or group of agents do not receive any calls.

SIP Forward URI

The support team will configure call forwarding for you.

New in 2020/10/11 release You can set a Caller ID to call the third side during a conference.

To set the Caller ID:

  1. Click the Rear button and select SIP Forward URIs.
  2. Click the Edit button for the necessary URI.
  3. Select an option from the Conference Caller ID dropdown list:
    • By Lead Phone - the third side will see the same Caller ID as used for the main conversation.
    • By Fixed Number - you can enter any digits in this field.

Call Backs Stats

This page shows the number of personal meetings set up for each date. To access it, click the Rare button in the Actions column and select Click back Stats.

Clicking on a date in the Day column will redirect you to the agent's Future Callbacks list.

Deleting a Campaign

You can delete a campaign by clicking the Rear button and selecting Delete Campaign.

Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.