From the Contact Center admin page, click on Campaign > Campaign
Click on "Add Campaign" in the upper right corner
For Campaign type, select if this will be Inbound (allows the agent to place manual dial calls from a campaign list while being able to take inbound calls between manual dial calls) or Outbound (the normal dialing a number of lines for Active agents)
For Campaign caller id, you will need to have at least one DID in your system for which you can select to display as the default caller id for the campaign.
Auto dial level: This is where you set how many lines the system should use per active agent. Zero "0" means auto dialing is off and the agents will click to dial each number. Otherwise, the system will keep dialing lines equal to active agents multiplied by the dial level to arrive at how many lines this campaign should allow (to increase your ADL level, please contact our sales team, or reach out to customer service).
Select a Local call time, you can create a custom call time later under Admin Utilities > Call Time.
Answering Machine Detection (AMD): Screens out calls that get sent to voicemail inboxes
Your campaign is now created, however to use it you still need to set up inbound queues, assign lists, and set the callback settings.
Once your inbound queues are setup, in the campaign menu, click the "Inbound" button and assign the inbound queues that you would like to associate to the campaign.
Selecting "Allowed inbound queue" will allow agents logged into that campaign to field inbound calls from that ingroup. Selecting "Allow transfer queue" will allow agents logged into that campaign to transfer calls to that ingroup.
If you want to have inbound calls route to agents, you must have agents assigned to that inbound queue and logged in. If you do not want agents to field the inbound calls, we recommend you have a voicemail setup and active.
Next, to set the list for numbers you want to dial. Make sure the list is already uploaded.
Click on list, when you upload data, you set the campaigns you want to assign the list too.
Within this list menu you can enable or disable lists, as well as modify the lists directly.
In order for a campaign to be successfully setup, up you need to have the following ready to go: Agents, who are assigned to Inbound Queues, Lists uploaded and linked in the campaign, Agents that are enabled in that campaign, and a number (Caller ID) set up.
If modifications are made while agents are logged into the system, make sure they log out and back in for changes to take affect.
*Note: This article discusses the basics of creating a campaign. If you have custom API integration, custom dialing rules, or any other custom setups please contact Support for further assistance.
We're here to help - if you need assistance, please contact the Ytel support team via email at email@example.com or you can click the live chat button at the bottom right of your screen.