Welcome to creating an outbound campaign from scratch. If you follow this tutorial you will have a basic campaign set up for your agents to log into and you will be able to dial. If you are having trouble click on the highlighted words for a screenshot or link.
Chapter 1- Making sure you have phone numbers to set as the caller id's that will be presented to the clients phone. To do this follow the steps below, make sure you buy the numbers that will correspond with the data you have.
Step one- Log into your app.ytel account.
Step two- Add your card on file and add funds. Make sure you add enough funds to cover the purchase of the numbers and seat costs you will be adding.
Step three- Navigate to numbers < purchase numbers. Purchase the numbers that match your clients data. A very important thing to remember is to select
"Contact Center" for the number set.
After you have purchased your numbers lets migrate over to the to your contact center dashboard.
Chapter 2- In this chapter we will be going over how to set up an outbound campaign and going over optimal settings.
Step one- Navigate to Campaigns then in the drop down select Campaigns.
Step two- In the upper right of the screen you will see an + Add Campaign button, click on that to start creating a campaign.
Step three- You will be prompted with a box to enter information. You will want to make sure outbound is selected in the first box, second box should have an ID of 2 digits or more, box three gives your outbound campaign a name, and select your caller id for the campaign. It should look like this example. After you have completed this step click next.
Step four- Here you will set your dial ratio, your call time, and answering machine detection. Since this is a fast set up I would set the local call time to 9 to 9 and Answering machine detection to yes. Go ahead and click next.
Step five- This is where you will set weather you record the calls and set a script if you have already imported one to the system. You will also have the option to set agent only call backs or for them to go to system. Last but not least your pause codes. If you have not set up pause codes select no. If you have set up pause codes select yes and move forward. Then make sure the Auto dial level and Local call time match step 2. Your screen should look like this. Go ahead and click next and then select show campaign.
Chapter 3- Here we are going to go over some campaign settings you will want to look over prior to loading leads into the system.
Below will be the settings you should look into before loading leads.
List order- We recommend down count as this call the least called leads in the system.
Hopper Minimum- We recommend setting this to 500-1000.
Next Agent call- We recommend setting this to longest wait time.
Dial Time Out- We recommend setting this to either 36 or 42.
These are all the basic setting you will want to adjust prior to loading leads. Make sure they fit your needs as a business. However in most cases the settings above will work.
Chapter 4- Here we will be going over how to load leads into the system and tie them to a campaign.
Step one- Navigate to data management and then click on data lists. You will then want to click on + add data lists.
Step two- Here you are going to give the list an id, name, description and what campaign it should post too.Make sure you have active selected and then click the add button . Here is an example of what this should look like.
Step three- From here migrate over to data management and then data loader. You will then want to click on upload files.
Step four- You will need to grab your leads file and load the files, you can either drag your file into the box or click on the box to find the files. There system will only except CSV files. We recommend using CSV- MSDOS.
Step five- After you have dropped or selected your file click the upload button then you click process button.
Step six- On this screen you will select the list you just created, select the duplicate check you want to run against your file. You will then be promoted to map the fields for your data. If you have custom fields you can map then to unused fields. You will need at least 3 fields to upload your leads. After you map the fields your screen should look like this example. If all of your fields are mapped click submit and process data.
Step seven- You will then be taken to a screen where it is processing the file. After the file moves from the Q over to loaded you can then click on the link under the bad to see why you have numbers that were not imported if any at all.
Chapter 5- In this chapter we are going to go over how to manage your numbers so that the calls backs route to the agents.
Step one- Navigate to the inbound section and then over to inbound queues. From here you can either create a new queue or use the accid inbound queue. Because it is already created we are going to use the accidinbound queue.
Step two- We are now going to add the agents to the queue. Click on the agent button next to the queue and add the agents. The screen should looks something like this. Select the agents you want to be apart of this queue, if you want to add them all use the slide bar at the top of the screen and hit save and it will select all.
Step three- Now click on the campaign button under your queue. You will be taken to a screen that will allow you to select the inbound group you want these calls to route to. Toggle the slide bar to allow the inbound calls to your main campaign. This way any call back will be routed to the agents in the campaign.
Step four- Now lets navigate to the app section and select ytel api. First you would want to click on the "Sync" button so you could sync all the number you at app.ytel to your Contact Center. Then you will then ise the selector button next to the phone number to select all the numbers you have purchased.
Step five- Now click the settings button right above the numbers. Here you are going to select the campaign you want to map the numbers to the campaign you built and then use the bottom option to either map one per state or one per area code. Depending on how many numbers you purchased will dictate your option here. After you saved your options click save.
Chapter 6- You are now ready to navigate back to the dashboard to monitor your agents. You can now have your agent navigate to the agent log on portal and have them start taking calls. Here is a link to a small agent training
Important things to keep in mind:
If you run into errors check and make sure you are following the naming scheme.
If you make changes to agent routing make sure to have the agent re-log in order for settings to take effect.
Log in as an agent and make sure you like the settings.
We're here to help - if you need assistance, please contact the Ytel support team via email at firstname.lastname@example.org or you can click the live chat button at the bottom right of your screen.