IVR Campaigns

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

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

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 the range defined as Global Interval of the Campaign).

Clicking on 3 dots of a created interval you can Edit Interval defining time range:

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

So you have to create list and Update contacts. This would be the list of contacts to use in the IVR campaign for the dialer to call. 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 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).

Design the Cally Square project for your IVR Campaign.

Set the IVR Campaign parameters (i.e. retries, time interval...)

• 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 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 (see step 6️⃣ )

• Add Blacklist (see step 7️⃣ )

• Add Team - Add Agent (see step 8️⃣ )

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.

Remember to under the General Settings Queue Campaign and enable the "Active" switch.
The Dialer will now ready to start and originate calls, routing them to Agents according to the chosen Dialing Method.

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)