Queue Campaigns

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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 system.

Trunk is required to make outgoing calls, so XCALLY Motion Dialer generates calls through a trunk to the VOIP provider that routes the calls to the called contacts.

Create an Interval

Section Tools → Intervals

Define when your Queue 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:

Create a List and Upload Contacts

Section Contacts Manager → List to 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 to create list and Update contacts. This would be the list of contacts to use in the queue 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).

Create Agents and Teams

Section Staff → Agents

Section Staff → Teams

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

In Staff section you can also create teams, which will manage the queue campaign.

Create a Queue Campaign

Section Motion Bull → Queue Campaigns → + 

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

• Name of the campaign

• Active Flag: Activate or Deactivate the Queue Campaign. If you activate it but there aren’t agents or a connected list yet, the campaign has no effect. As soon as you add these parameters (list or agents) the campaign starts generating calls. We recommend you to leave it inactive, load all data you need and then activate it when everything is ready to manage the campaign correctly

• Trunk created before

• Time Interval created before

• Check Duplicate: Choose among "Always", "Never" or "Only if Open". This option is used to do a filter on contacts uploaded on Hopper. Always means that duplicated contacts, also on Open Status, are not uploaded. Never means that the system doesn’t check duplicate, Only if Open means that system doesn’t upload contacts already in Open Status, so those contacted at least one time and found Busy/Not answer/Congestion…

• Dialing Method (Progressive, PowerDialing, 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:

In fact you can:

• Edit Campaign (explore documentation here)

• Clone Queue Campaign

• Add List (see step )

• Add Blacklist (see step )

• Add Team - Add Agent (see step )

Add List to Queue Campaign

Section Motion Bull → Queue Campaigns
→ 3 dots menu → Add List

Associate your List of Contacts to the Queue 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.

Add Blacklist to Queue Campaign (optional)

Section Motion Bull → Queue Campaigns
→ 3 dots menu → Add Blacklist

Avoid to call your blacklisted Contacts (if any).

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.

Add Agents/Teams to Queue Campaign

Section Motion Bull → Queue Campaigns
→ 3 dots menu → Add Team/Add Agent

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

There must be at least one available agent in the queue for the dialer to start placing calls. Hence you must add agents in the queue campaign that will connect and manage contacts. You can add one agent at a time or add them all in a Team (group of agents).
 

Start the Queue Campaign

Section Motion Bull → Queue Campaigns
→ Edit → Settings

Remember go 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.

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 queue campaign logs in Edit section from Hopper/History/Final (Read here documentation about that)