Campaign information

The info about a campaign properties can be viewed and edited from the Call center module, by selecting the Campaign option. After pressing on the campaign name, the interface will display the Info button that, if pressed, will load the campaign info page.

The Information tab displayes general info about the selected campaign.

To edit the info, the Edit button has to be pressed, from the page menu. To delete a campaign, the supervisor has to press the Delete button, from the page menu.

Information

The first panel of the interface contains general info about the campaign.

The "Information" section contains the following properties:

Name

The property defines the name of the campaign as it will be displayed in the Accolades interface (to the supervisors and to the agents).

Description

The property defines a description of the campaign, as it will be displayed in the Accolades interface (to the supervisors and to the agents).

Maximum calls for contact

The property defines the maximum number of attempts to call a contact. When the total calls for a contact is equal or greater than this value, the server will consider that the contact is unavailable.

Minimum duration between calls

The value defines the time interval between two consecutive calls for the same contact, if the previous attempts were unsuccessful. The property is used when an agent asks for an available contact from the Accolades server, by pressing the Search contact button.

Updated contacts

The property defines what happens when a contact from this campaign, that answers a call, is also present in other active campaigns within the account. The property can have one of the following values: This campaign (will update just the contact from this campaign, the other campaigns will be ignored), All call-back campaigns (will update all the call-back type campaigns), All campaigns (will update all contacts from all active campaigns within the account).

Autoupdate

(available only for the callback campaigns) defines if an unanswered call will be automatically added to the campaign or not.

Status

The property defines the status of the campaign (Active or Inactive). The campaign status can be modified from the campaign management page (the Call center module, the Campaign option).

Visibility

The property defines the agents that can view the campaign. Can be set up to "All agents" (the campaign is visible to all agents) or "Selected agents" (the campaign is visible only to selected agents from the list attached to the campaign).

Completed contacts storage interval

The maximum amount of time for keeping the completed contacts (with status "completed" or "error"). The contacts having the last call before this interval will be automatically deleted.

Add curent call

(not available for call-back campaigns) The value allows the call center agents to add the contact from the current call to this campaign. It is used for making the current call for future follow (for example, you can add the current call contact to a "call tomorrow" campaign, straight from the agent interface)

Reschedule current call

Defines if a contact can be rescheduled to a later date, for another call. If INACTIVE then no rescheduling is allowed. If ACTIVE (DEFAULT: CURENT AGENT) then the contact can be rescheduled to a later date and, if the agent does not edit the default option from his interface, the contact will be shown only to the current agent. The ACTIVE (DEFAULT: ANYONE) states that the contact can be rescheduled and can be called by any available agent.

Caller ID

Defines the phone number used as a caller ID, when starting calls from this campaign. If the option is set to DEFAULT then the caller id of the agent placing the call will be used. Using this option the administrator can select another entity from the account (an waiting queue, an IVR or another user) so all calls from this campaign will be initiated using the caller ID of the selected item.

ACP

The ACP (After Call Process) that will run after a call is finished or UNDEFINED if no ACP is required.

Campanign ID

The campaign ID, to be used inside API requests.

Account

The campaign account.

Agent list

This section is available when viewing the campaign info and only if the "Visibility" property is set to "Selected agents". The list defines the agents that can view the campaign.

To add an agent, the administrator must press the Add button from the section menu.

To delete an agent, the administrator must push the Delete button, visible after clicking on the name of the agent in the list.

Agent template

Accolades allows the administrator to define a template text that will be displayed to the agent when he starts a call.

Usually the text contains the information that the agent has to provide to the called contact.