What is an IVR Campaign?
In an IVR campaign, the dialer generates calls to contacts from a list and forward the call to an IVR only when the contact answers the call.
This type of campaign is usually used for surveys and does not depend on any queue status or availability of agent in a queue.
The 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 IVR project (see Cally Square for more information about IVR Projects); otherwise the call originate status will be set to No Answer.
You can find the IVR Campaign section under the XCALLY Motion Bull menu:
IVR Campaign in 8 steps
1️⃣ Create a Trunk
Section Tools → Trunks
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 systemXCALLY Motion Dialer generates calls through a trunk to the VOIP provider that routes the calls to the called contactsindividuals.
2️⃣ Create an Interval
Section Tools → Intervals
Define when your IVR Campaign will run.
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 inside the range defined as Global Interval of the Campaign).
Clicking on 3 dots of a created interval you can Edit Interval defining time range:
3️⃣ Create a List and Upload Contacts
Section Contacts Manager → Listto create a List
Section Contacts Manager → Contacts to Update Contacts
Upload your Contacts: the Dialer will call them and route the call to your Agents automatically.
So you have You need to create list and Update contacts. This would be the list a list of contacts to use be used in the IVR campaign for the dialer to call . You and you can:
Add a single contact indicating contact data (first and last name, phone, mail…) and selecting list
import contacts from a file
update existing contacts
You can also add multiple contact lists to a queue campaign and you can also create a list containing the numbers you do not want to call (in this case we call it blacklist)an IVR campaign.
5️⃣ Create the IVR Campaign
Section Motion Bull → IVR Campaigns → +
You can create any number of IVR campaigns that run simultaneously using the Add button and you need to set the IVR Campaign parameters (i.e. retries, time interval...):
Name: the name of the campaign
Active Flag: Activate or Deactivate the Queue IVR 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 Queueif you want the system checks for duplicates when loading contacts. Check Duplicate Option, can be set to:
Never will skip any check about the number being already loaded into the system (this may cause a multiple presence of the same number in the Hopper or the Final list)
Always (default value) means that the system before loading the number checks if it is not already in any list (Hopper or Final)
Only if Open means that the system before loading the number checks if it is not already in the Hopper list only
Cally Square project: project created before and chosen from the list
Max concurrent calls: the maximum number of concurrent calls that will be originated by the dialer for this campaign (Default=30)
Description: a free description of the campaign
And click on ADD IVR CAMPAIGN
Once the IVR Campaign is added, you need to edit it in it in order to configure its features, choosing it from the list of IVR Campaigns:
selecting 3 dots of the specific Queue IVR Campaign   | 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 or Blacklist (see step 6️⃣ )
Add Blacklist (see step 7️⃣ )
Add Team - Add Agent (see step 8️⃣ )Delete Campaign
Go To Realtime IVR Campaigns
6️⃣ Add List to IVR Campaign
Section Motion Bull → IVR Campaigns → 3 dots menu → Add List
Associate your List of Contacts to the IVR Campaign.
In fact you need to add an already existing list of contacts to be used in the queue campaign for the dialer to call (also multiple contact lists).
When you add a list in a queue campaign, all contacts in the list are placed in the Hopper and will be called by the dialer.
If you remove a list from a campaign and add it again:
only open contacts are placed in the Hopper and will be dialed by the dialer.
closed contacts (contacts that are already in the Hopper Final) will not be placed in the Hopper and will not be dialed by the dialer.
You can also add a Blacklist: the Dialer won't call the blacklisted contacts.
If you have list of contacts you want to exclude from the queue campaign, you can add it as blacklist and the dialer will skip these contacts during the automatic dialing. The (black)List must be already available.
You can add multiple blacklists for a queue campaign and use different blacklists for different queue campaigns.
1️⃣ 0️⃣ Monitor the Queue Campaign
Section Motion Bull → Realtime
Motion Bull → Queue Campaigns → Edit
You can check Campaign progress:
exploring results in realtime (read here documentation about Realtime View)
viewing IVR campaign logs in Edit section from Hopper/History/Final (Read here documentation about that)
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