Campaign overview

A campaign consists of a phone number list, defined by a supervisor. Every number on the list will be called by an agent or by Accolades PBX. The campaigns are managed from the Call Center module, using the Campaigns menu.

Accolades uses two types of campaigns:

Manual dial

The agents, using the Accolades interface will ask the server for the next phone number from the list. After the agent confirms the call, Accolades will dial the number, from the agent phone.

Predictive dial

Accolades will call each number from the list, without any interaction from an agent or a supervisor.

Manual dial

A manual campaign runs using the following steps:

• The supervisor will define a new campaign, having the INACTIVE status;
• The supervisor will set up the contacts to be called by the agents (the contacts can be defined one by one, from the Accolades interface or can be loaded from a .csv file);
• The supervisor will turn on the campaign (the status will become ACTIVE);
• The campaign will show up on the agents interface;
• The agents will call the contacts in the list, one at a time;
• The campaign will be finished after all the contacts have been processed;
• The supervisor can download a list with each contact status;
• If it is the case, the supervisor can decide to rerun the campaign for the contacts that did not answer;
• The supervisor will delete the campaign.

Predictive dial

A predictive dial (automated) campaign runs using the following steps:

• The supervisor will define a new campaign, having the INACTIVE status;
• The supervisor will set up the automated process, using the Predictive dialling tab, from the campaign info page;
• The supervisor will set up the contacts to be called (the contacts can be defined one by one, from the Accolades interface or can be loaded from a .csv file);
• The supervisor will turn on the campaign (the status will become ACTIVE);
• Accolades starts calling the contacts;
• The campaign will be finished after all the contacts have been processed;
• The supervisor can download a list with each contact status;
• If it is the case, the supervisor can decide to rerun the campaign for the contacts that did not answer;
• The supervisor will delete the campaign.