IVR Campaigns
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
Create a Trunk
Section Tools → Trunks
Trunk is a SIP connection between your Contact Center (XCALLY 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 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 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:
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.
You need to create a list of contacts to be used in the IVR campaign for the dialer to call 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 an IVR campaign.
Create the IVR Project
Section Cally Square → Projects
Design the Cally Square project for your IVR Campaign (refer to the Cally Square wiki pages to create an IVR project)
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:
Name: the name of the campaign
Active Flag: Activate or Deactivate the IVR Campaign
Trunk created before
Time Interval created before
Check Duplicate: if 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 order to configure its features, choosing it from the list of IVR Campaigns:
selecting 3 dots of the specific IVR Campaign
| clicking Edit Campaign and using the buttons on the top bar
|
In fact you can:
Edit Campaign (explore documentation here)
Clone Campaign
Add List or Blacklist (see step )
Delete Campaign
Go To Realtime IVR Campaigns
Add List/Blacklist to IVR Campaign
Section Motion Bull → IVR Campaigns
→ 3 dots menu → Add List
Section Motion Bull → IVR Campaigns
→ 3 dots menu → Add Blacklist
Associate your List of Contacts to the 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 IVR 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 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 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.
Start the IVR Campaign
Section Motion Bull → IVR Campaigns
→ Edit → Settings
Remember to go under the General Settings IVR Campaign and enable the "Active" switch.
The Dialer will now start to originate calls and route them to the IVR Project.
Monitor the IVR Campaign results
Section Motion Bull → Realtime → IVR Campaigns
or Section Motion Bull → IVR Campaigns → Edit