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.

V3 IVR Campaign Quick Guide

On this page:

How it works

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.

How to set up an IVR Campaign

IVR Campaign Requirements

For making an IVR Campaign work, what you need to do in advance is:

Create a Trunk in the Section Tools (see Trunks): a Trunk is a SIP connection between your Contact Center (Motion server) and a VOIP provider. Motion Dialer generates calls through a trunk to the VOIP provider that routes the calls to the called individuals.
Create the Intervals in the Section Tools (see Time 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 inside the range defined as Global Interval of the Campaign)
Create an IVR Project in the section Cally Square (refer to the Cally Square wiki pages for for creating an IVR project)
Create List for the IVR Campaign and Upload Contacts in the Section Contacts Manager (see Contacts Manager Setup): You need to create a list of contacts to be used in the IVR campaign for the dialer to call. You can add multiple contact lists to an IVR campaign

The IVR Campaign Section

You can find the IVR Campaign section under the Motion Bull dialer menu:

Create the IVR Campaign

You can create any number of IVR campaigns that run simultaneously using the Add button and choose the IVR campaign general parameters:

Then edit the IVR campaign and set its parameters:

Name: the name of the campaign
Active Flag: Activate or Deactivate the IVR Campaign
Trunk: the trunk created before
Time Interval: the time interval created before
Check Duplicate: if you want the system checks for duplicates when loading contacts
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

The 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

Once the IVR Campaign is added, you need to edit it in order to configure its features, choosing it from the list of IVR Campaigns as shown in the image below:

Configuring the IVR Campaign

Settings

Campaign

The General Settings of the IVR Campaign can be modified here: Name, Trunk and Trunk Backup (if the main trunk is unreachable, the system will check if the trunk backup is available), Check Duplicate, Cut Digits, Time interval and an optional Description.

Please note that from the General Settings you can also START and STOP the Queue Campaign (set Active/Inactive).

Campaign

the name of the chosen IVR Callysquare Project
Max concurrent calls: the maximum number of concurrent calls that will be originated by the dialer for this campaign (Default=30)

Originate

Caller ID Name: when the dialer generates calls to contacts, it will set the outgoing caller ID name.
Caller ID Number: when the dialer generate calls to contacts, it will set the outgoing caller ID number.
Random Outgoing CallerId Number: the number of digits (starting from the end) to replace with random digits (0= none).
Originate Timeout: time in seconds the dialer waits for a contact to answer the call. If the call is not answered within the originate timeout, the call originate status will be set to No Answer and this contact will be recalled (according to global max retries, no answer max retries and no answer retry time set in the Retry Settings Section)
Telephone Prefix (if any): You can add numbers and/or "+" symbol. The Prefix will be added to every contact of the lists associated to the campaign.

Retry Settings

Global

Global max retries: the maximum number of times the dialer will recall a contact irrespective of the reason the call failed (Default=4). The dialer tries to call the contact up to the number of times set in global max retries field, then it will consider the contact closed and doesn't call him again, even if unsuccessful.

Congestion

Congestion Max retries: the maximum number of times the dialer will recall a contact failed for congestion reason (Default=3).
Congestion Retry Time: time in minutes the dialer will wait before recalling a contact failed for congestion reason (Default=150). The dialer will call for congestion up to the global max retries is not reached. If congestion max retries limit is reached before global max retries, the contact will be closed for congestion and will not be called again.

Busy

Busy Max retries: the maximum number of times the dialer will recall a contact failed for busy reason (Default=3).
Busy Retry Time: time in minutes the dialer will wait before calling again a contact failed for busy reason (Default=150). The dialer will recall after busy up to the global max retries is not reached. If busy max retries limit is reached before global max retries, the contact will be closed for busy and will not be called again.

No Answer

No Answer Max retries: the maximum number of times the dialer will recall a contact failed for no answer reason (Default=3).
No Answer Retry Time: time in minutes the dialer will wait before recalling a contact failed for no answer reason (Default=150). The dialer will recall after no answer up to the global max retries is not reached. If no answer max retries limit is reached before global max retries, the contact will be closed for no answer and will not be called again.

No Such Number

No Such Number Max retries: the maximum number of times the dialer will recall a contact failed for no such number reason (default=3).
No Such Number Retry Time: time in minutes the dialer will wait before recalling a contact failed for no such number reason (default=150). The dialer will recall for no answer max retries as long as the global max retries is not reached. If no such number max retries is exhausted before global max retries, the contact will be closed for no such number and will not be called again.

Drop

Drop Number Max retries: the maximum number of times the dialer will recall a contact failed for drop reason (default=3).
Drop Retry Time: time in minutes the dialer will wait before recalling a contact failed for drop reason (default=150). The dialer will recall for drop max retries as long as the global max retries is not reached. If drop max retries is exhausted before global max retries, the contact will be closed for drop and will not be called again.

Abandoned

No Such Number Max retries: the maximum number of times the dialer will recall a contact failed for abandoned reason (default=3).
No Such Number Retry Time: time in minutes the dialer will wait before recalling a contact failed for abandoned reason (default=150). The dialer will recall for abandoned max retries as long as the global max retries is not reached. If abandoned max retries is exhausted before global max retries, the contact will be closed for abandoned and will not be called again.

Machine

No Such Number Max retries: the maximum number of times the dialer will recall a contact failed for machine reason (default=3).
No Such Number Retry Time: time in minutes the dialer will wait before recalling a contact failed for machine reason (default=150). The dialer will recall for machine max retries as long as the global max retries is not reached. If machine max retries is exhausted before global max retries, the contact will be closed for machine and will not be called again.

Agent Reject

No Such Number Max retries: the maximum number of times the dialer will recall a contact failed for agent reject reason (default=3).
No Such Number Retry Time: time in minutes the dialer will wait before recalling a contact failed for agent reject reason (default=150). The dialer will recall for agent reject max retries as long as the global max retries is not reached. If agent reject max retries is exhausted before global max retries, the contact will be closed for agent reject and will not be called again.

Advanced

The include syntax is defined like this:

<time range>,<days of week>,<days of month>,<months>

where:
<time range>= <hour>':'<minute>'-'<hour>':'<minute>
|"*"
<days of week> = <dayname>
| <dayname>'-'<dayname>
| "*"
<dayname> = "sun" | "mon" | "tue" | "wed" | "thu" | "fri" | "sat"
<days of month> = <daynum>
| <daynum>'-'<daynum>
| "*"
<daynum> = a number, 1 to 31, inclusive
<hour> = a number, 0 to 23, inclusive
<minute> = a number, 0 to 59, inclusive
<months> = <monthname>
| <monthname>'-'<monthname>
| "*"
<monthname> = "jan" | "feb" | "mar" | "apr" | "may" | "jun" | "jul" | "aug" | "sep" | "oct" | "nov" | "dec"

daynames and monthnames are not case-sensitive.

If you replace an option with *, it is ignored when matching

Advanced

Order by scheduledat: choose how to order the list in the Hopper (desc/asc)

Remember: the Contacts in the Hopper are dialed by Priority first, then by ScheduledAt

Global Interval

Global Interval: before calling a contact the system checks if the global interval is OK and then it considers the other interval set (default: 07:00-22:00,*,*,*)

Please note that the system default Global Interval is from 7 AM to 10 PM: it means that the campaign will never be operational out of this range unless you change it, even if the Time Interval in the General Settings is set to always.

We advise you to pay attention to the regulations that apply to calls campaigns in your country.

Timezone

Timezone: before calling a contact the system checks if the time is right. In this field you can choose a different time zone for the campaign.

Example: if you have a server in Italy and you configure a global interval (18:00-20:00,*,*,*) and timezone Australia/Sydney, the system will start to call in Sydney when it is 18:00 and in Italy when it is 10:00.

Pay attention that the timezone is related to the campaign (not to single contacts). It is better to separate the list of contacts with different timezone

AMD (Answering Machine Detection): set this flag if you want the system try to detect Answering Machine. When you set this flag to yes you need to insert all the parameters (see the picture below) which are necessary in order to tune your actual system properly.

Be sure you are enough skilled to do this: this may cause losing contacts interactions if the system doesn't recognize properly a human from a machine answering!

For more information see asterisk documentation Here.

Add List to IVR Campaign

You need to add an already existing list of contacts to be used in the campaign for the dialer to call. When you add a list in the campaign, all contacts in the list are placed in the Hopper and will be called by the dialer.

You can add multiple contact lists to a queue campaign.

Read carefully the specific info to be inserted when uploading a list of contacts that will be used for a campaign:

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 Hopper and will not be dialed by the dialer.

Add BlackList to IVR campaign

If you have list of contacts you want to exclude from the IVR campaign, add it as blacklist and the dialer will skip these contacts during the automatic dialing. You can use different blacklist for different IVR campaigns.

This is an optional setting

Start the IVR Campaign

Go under the General Settings IVR Campaign and enable "Active".

The Dialer will now start to originate calls and route them to the IVR Project!

Monitoring IVR campaign results

The Hopper and Blacklist Sections

The Sections useful for monitoring IVR Campaigns are the following:

Hopper

The Hopper contains list of contacts that are going to be called by the dialer at a scheduled time:

When you add a list in an IVR campaign, all contacts in the list are placed in the hopper.
When you add new contacts in the associated list, the system will automatically add the new contacts to the hopper.

The contacts scheduled at the same time will be called according to their priority level.

0 = Lowest

1 = Low

2 = Medium

3 = High

4 = Highest

The contacts Priority and Scheduled At can be changed (Edit the Hopper Contact). To know more about ScheduledAt ordering see here.

Note: Before placing a call to a contact in the hopper, the dialer checks if the contact exists in the blacklist and skips it if it does exist.

The four widgets on top show:

Total: the total number of contacts in the list
Fresh: total number of contacts that are in line to be dialed by the dialer for the first time
Open: total number of contacts that have been dialed (at least once) and are still in line to be dialed
Closed: is the total number of contacts already called and closed

History

Hopper History contains history of calls originated by the dialer.

Status, start time and end time of every call that was dialed by the dialer is logged in the hopper history:

Click here for the Calls Status List Table. Please note that the list of values shown depends on the Method chosen

Final

Hopper Final contains list of closed contacts (because successfully managed or for other reasons).

You can copy one or many contacts from Final to Hopper: they will be restored in the Hopper and the Dialer will call them again.

This function is not allowed:

if they have Final Status=Answered
if a Contact Id or Phone is already in the Hopper (this prevents multiple identical contacts to be restored in the Hopper) for the same campaign

Once you restore a contact, this is not moved from Final to the Hopper but a new entry is added to the Hopper.

Blacklist

Here you find the list of all those contacts that must be excluded from the campaign.

How to Restore Contacts

You can restore contacts in several ways:

click on up right and select one of the Calls Status List type to restore, choosing among those available from the pop-up screen:

In this case, all contacts whose phone id is not already in the Hopper will be restored.

select one item in the list and click on and then on to restore a single contact (only if the contact id is not already in the Hopper)
select one or more items clicking the corresponding checkboxes and then click the icon (only if the contact id is not already in the Hopper)

Key Points

If a contact is successfully connected to an agent, the contact is moved from the Hopper to Hopper Final and will not be called again.
If a call has failed, the number of times it failed (for congestion, busy and no answer) will be shown in the Hopper as long as the max retries limit is not reached. When the max retries are exhausted, the contact will be moved to the Hopper Final and the status will show the reason why the contact has been closed.
Once contacts are moved to the Hopper Final, if you remove the list from the campaign and add it again, only open contacts (contacts that are not in the Hopper Final) are placed in the Hopper and dialed by the dialer. This will avoid unnecessary calls to closed contacts.

XCALLY Motion V3

V3 IVR Campaigns