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What is a Queue Campaign?

In a queue campaign, the dialer generates calls to contacts within a list and puts the call in a queue only when the contact answers the call. Available agents in the queue will be able to answer and connect to the contact.

The XCALLY Motion Bull Dialer originates calls and waits for the contact to answer for a predefined Originate Timeout [secs]. If the contact answers before the timeout expires, the call is forwarded to the queue; otherwise, the call Originate Status will be set to No Answer.

Once the call is placed in the queue, the dialer waits for predefined Queue Timeout [secs] and drops the call if the timeout expires before being answered by an agent in the queue.

You can find the Queue Campaign section under the XCALLY Motion Bull menu:

Queue Campaign in 10 steps

1️⃣ Create a Trunk

Trunk is a SIP connection between your Contact Center (XCALLY Motion server) and a VOIP provider. Your VOIP service provider will provide you information like Trunk Username, Password and Domain to register XCALLY to their trunking system

Create a Trunk in the section Tools → Trunks

XCALLY Motion Dialer generates calls through a trunk to the VOIP provider that routes the calls to the called contacts.

2️⃣ Create an Interval

Define when your Queue Campaign will run!

Create the intervals in the section Tools → Intervals

The time interval defines the time and day during which the dialer is allowed to perform outbound calls. You can create multiple sub-intervals to manage calls on different time, day or month intervals. (Time intervals will work only if they are in the range defined as Global Interval of the Campaign).

3️⃣ Create a List and upload Contacts

Upload your Contacts: the Dialer will call them and route the call to your Agents automatically!

So you have to create lists in section Contacts Manager → Listand after that Update Contacts in section Contacts Manager → Contacts

This would be the list of contacts to use in the queue campaign for the dialer to call. You can add multiple contact lists to a queue campaign. You can also create a list containing the numbers you do not want to call (in this case we call it blacklist).

4️⃣ Create Agents

You can quickly create a new Agent that will manage calls using the XCALLY Phonebar

In the Section Staff → Agents / Teams you can create agents and teams to manage then the queue campaign.

5️⃣ Create a Queue Campaign

You can create any number of queue campaigns that run simultaneously in the section Motion Bull → Queue Campaigns using the + Add button and choose the queue campaign general parameters: 

  • Name: the name of the campaign

  • Active Flag: Activate or Deactivate the Queue Campaign

  • Trunk created before

  • Time Interval created before

  • Check Duplicate: Choose among "Always", "Never" or "Only if Open"

  • Dialing Method (Progressive, Power, Predictive, Preview, Booked Progressive). Explore documentation here to find out the differences between these methods.

  • Parameters depending on the chosen dialing method (e.g. max concurrent calls, queue timeout, agent timeout…). Explore documentation here to find out more

And click on ADD QUEUE CAMPAIGN

Once the Queue Campaign is added, you need to edit it in order to configure its features:

selecting 3 dots of the specific Queue CampaignsCampaign

clicking Edit Campaign and using the buttons on the top bar

In fact you can:

  • Edit Campaign (explore documentation here)

  • Clone Queue Campaign

  • Add List

  • Add Blacklist

  • Add Team

  • Add Agent

6️⃣ Add List to Queue Campaign

Associate your List of Contacts to the Queue Campaign!

Motion Bull → Queue Campaigns → Edit

7️⃣ Add Blacklist to Queue Campaign (optional)

Avoid to call your blacklisted Contacts (if any).

Motion Bull → Queue Campaigns → Edit

8️⃣ Add Agents/Teams to Queue Campaign

Associate your created Agents and/or Teams of Agents to the Queue Campaign, so they can manage the calls originated by the Dialer.

Motion Bull → Queue Campaigns → Edit (and add Agents to it).

9️⃣ Start the Queue Campaign!

Motion Bull → Queue Campaigns → Edit

1️⃣ 0️⃣ Monitor the Queue Campaign

Motion Bull → Realtime