Outbound Contact Center Campaign

Updated at June 2nd, 2023

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Table of Contents

What is Outbound Contact Center Campaign? Configure a Campaign 1. Create a Campaign: 2. Add number list to the Campaign 3. Run a Campaign The process with calls Campaign Status Draft Scheduled Available actions In Progress Available actions Completed Available actions

What is Outbound Contact Center Campaign?

The Outbound Contact Center Campaign allows you to make calls to the bulk of destinations with one click.

Configure a Campaign

1. Create a Campaign:

In order to create a Campaign, please follow the steps below:

Go to Communication Hub
Select Campaign tab > Click on the Create button
Give your campaign a name
At Campaign type, choose Outbound Contact Center
Select a created queue (click here for how to create a queue)
Select Caller ID:
- Common Caller ID: all outbound calls will take the chosen number as their default caller ID.
  - Choose a default caller ID from the list.
- Respective extension's caller ID: caller ID is defined as per agent setting.
Toggle on to set Campaign run time (optional): Your campaign is only allowed to run within this time range.
Create

2. Add number list to the Campaign

The maximum quantity of numbers for one campaign is 50,000.

At the created campaign, click View Numbers
Click on the arrow icon > download sample number list > fill in the list accordingly
Upload

3. Run a Campaign

Once you finish the configuration step, your campaign status is Draft and ready to start.
There are 2 ways to start a campaign:

Start immediately

Click the Start button to run the campaign immediately.

The campaign status will change to In progress if you choose to start Now.

Schedule

Click the Schedule to schedule start dates for the campaign.
The campaign status will change to Scheduled if you choose to Schedule the start time.

The process with calls

The campaign will run as per the below flow:

Once the campaign is started, the assigned agents will receive the incoming calls on their logged-in devices.
- The Caller ID shown on the agents' devices is the Customer's phone number.
When the agent picks up the call, he/she will be connected to the customer.
- The Caller ID shown on the customer's device is the Caller ID selected when you create the list.

Campaign Status

Draft

Available actions

Edit

You can amend the basic information of the Campaign:
- Name
- Queue
- Caller ID
- Campaign run time

View Numbers

Check number list
- Upload additional numbers.

Schedule

In case you do not want your campaign to start immediately, you can schedule it for another day. Just select the exact Date and Time that you want your campaign to start, then Save.

Start

Start the campaign immediately.

Duplicate

You can duplicate the campaign to save the setting time.
- Required details:
  - Name
  - With or Without the Number List

Detail Campaign

View details of the campaign.

Duplicate

You can duplicate the campaign to save the setting time.
- Required details:
  - Name
  - With or Without the Number List

Detail Campaign

View details of the campaign.

Duplicate

You can duplicate the campaign to save the setting time.
- Required details:
  - Name
  - With or Without the Number List

Completed

Available actions

Detail Campaign

View details of the campaign.

Report

View call history of the campaign.

Duplicate

You can duplicate the campaign to save the setting time.
- Required details:
  - Name
  - With or Without the Number List

Outbound Contact Center Campaign

What is Outbound Contact Center Campaign?