Campaigns Part 9 - Advanced Settings

Updated: May 14, 2024

In our last article, Campaigns Part 8, we covered preview dialing options. This article moves along the campaign settings page into "Advanced Settings."

Advanced Settings Section

Dashboard Color. The dashboard color feature helps agents distinguish where calls are coming from (campaign or queue). When a call connects, the selected color will be displayed at the top of the agent dashboard. To select a color, click the color bar or palette icon, move the mouse to select a preferred color, move the color left to right to change colors. You can also enter a hex color code, or click the arrows to switch between selecting RGB values or HSL values. 

Agent Connect Speed. When the Predictive/Power campaign type is selected, this feature is available. The agent connect speed determines how fast the system connects a live answer contact to an available agent, only when the campaign is using "Answering Machine Detection" (AMD).

• Fast - Agents connect fast, but there will be a higher number of voicemails getting connected to the agent.
• Normal - Agents connect with a normal speed with a fewer number of voice mails.
• Slow - Agents connect slower to the callee, but the number of voicemails are minimized. This cannot be used in conjunction with custom AMD settings, as they will override this setting.

Hot Lead Buckets. This feature allows for the setting of an empty bucket to be used to call contacts immediately as they are added to the bucket. This feature works only if the campaign is active and agents are available. This is not intended to replace the existing live filter or bucket attached to the campaign. It is meant to be used as a supplementary source for contacts to a near empty (or empty) live filter or bucket.

Max Daily Dials. This feature provides the option to set a maximum number of dials to be made on the campaign. If a max is set and reached, the campaign will deactivate and log agents out after any calls that are still live have hung up.

Force Post Call. Enabling this feature requires agents to disposition each call before resetting back to "Available" and moving on to the next call.

Auto Originate Calls All Numbers. When the Predictive/Power campaign type is selected, this feature is available. This feature sequentially sets up the automatic dialing of each of the phone numbers on a contact, if the contact has multiple phone numbers.

Auto Pilot. When the Predictive/Power campaign type is selected, this feature is available. Selecting this feature changes the campaign to "Predictive" dialing. It automatically adjusts the channels per agent based on A) agent wait time stats and B) having an abandon rate of 3%. (This works best with 8 or more agents)

Phone Number Field Preference. When an agent clicks the "Dial & Next" or "Async Dial & Next" buttons, if the contact has multiple phone numbers, this phone number will be attempted to be dialed first. This also syncs with the Auto Originate Calls All Number feature.

Ring Time. When the Predictive/Power campaign type is selected, this feature is available. This feature determines the number of seconds to ring to a phone number and wait for a connection before hanging up.

Answering Machine Detection (AMD). When the Predictive/Power campaign type is selected, this feature is available. AMD is used to determine whether a call was answered by a human or a machine. Though there may be a brief delay in hearing the contact say “hello,” enabling AMD ensures agents connect to live answers with 80% accuracy. This feature is enabled by default. Disabling this feature may result in agents connecting to both live answers and answering machines.

Answering Machine Detection Settings. These settings are pre-set to noise pattern analysis. The settings template provides a starting point and can by changed at any time. Proceed with caution as settings changes may cause adverse detection results.

Voicemail Action. When AMD determines that a call was answered by a machine (voicemail or system), this feature provides two action options. If AMD is disabled (in "Advanced Settings"), this setting has no effect:

• Hang Up: Hangs up the call if a voicemail is detected.
• Connect to Agent: Connects the call to the agent if a voicemail is detected.

Abandon Options. Abandoned calls occur when campaigns dial multiple phone numbers and not enough agents are available answer them live. For example, if the channels per agent is set to 3 and there is 1 available agent, if all 3 contacts answered, the agent connects to 1 call, while 2 are classified as “abandoned,” if they were indeed not answered. This feature provides options for these instances:

• Hang Up: This option hangs up on abandoned calls.
• Any Agent: This option searches and connects the call to an available agent in any other campaign.

Agent Statuses - Ready, On Call and Post Call

Agent Statuses declare an agent's webphone status. In this case, it refers to the webphone status when in a campaign. Status settings determine how a status' actions will take on the agent if selected. The system comes with default statuses, but new statuses may be created. For example, additional campaign statuses may be created for reporting purposes. Here are some default statuses:

• Available
• Not Available
• On Call
• Post Call

As mentioned, additional statuses can be created. For example, creating a "Campaign Ready" custom status can be used to report that an agent is in a campaign. While the default "Available" and the custom "Campaign Ready" statuses both do the same thing, custom statuses are mainly used for categorical reporting purposes. For example, a custom "Campaign Ready" would be used to report the amount of time an agent was "available" in a campaign.

Also, keep in mind that status settings can be customized. The default "On Call" may have different "Campaign Action" and/or "Queue Action" settings than a "Campaign-On Call" custom status. This can greatly affect how agents field calls.

Next Article: Campaigns Part 10 - Additional Settings