Learn to add new skills, employees, agents, & create inbound & outbound campaigns using DID numbers.

You will get in-depth details of:

1. Adding a new skill (project), employee, & an agent profile

2. Creating inbound & outbound campaigns on the CloudAgent portal.

3. Configuring call center settings in the dashboard after creating the campaigns.



Step 1: Adding A New Skill (Project), Employee, & An Agent Profile

 

1. Adding a new skill (Project)

For every new project added, a new skill needs to be created on the CloudAgent portal. Every skill represents a project in which multiple agents can be assigned.  Also, you can reuse the skills if the same team has to work on the campaign.

  1. Login to the admin portal (https://admin1.cloudagent.in/OCCDV2/login.jsp).

  2. Create a new Skill by clicking on the ‘Configuration’ & then, select ‘Skills’ from the drop-down.

  3. You have to create a skill for every project by clicking on the ‘Plus’ icon at the top right corner.

  4. Complete the following details in the form for skill creation and submit.

    1. Skill name: Name of the project

    2. Skill location: Location of the project

    3. Record: Full (for complete call recording including ringing), Conversation (for only recording conversation in the call).

    4. Queue size: Number of calls to maintain in a queue

    5. Queue timeout: Time after which queue will timeout

    6. Assign Agents: Assign the skill to any agent in the ‘Assign Agent’ section. Skills can also be assigned to agents while agent creation.

Note: You have to add an agent because it is a mandatory field. However, later you can add skills to an agent while agent creation.

  1. Assign the phone number if the skill you are creating is offline.

Note: Currently, you can add dummy phone numbers if you are not using this feature.

  1. Update the details by clicking on the ‘Save’ button.

 



2. Adding an employee & agent profile on the employee portal

Refer to this link for agent creation on the employee portal and CloudAgent.


Step 2: Creating Campaigns On the CloudAgent Portal

There are multiple types of campaigns from 2 different categories (Inbound & Outbound) that you can add to the CloudAgent Portal for each DID number. Inbound campaigns include inquiries from traditional mediums such as newspaper ads, display advertisements, & so on. Whereas, the outbound campaign includes inquiries made from digital platforms wherein, agents have to call the potential customers or leads.

 

For buying a new DID number, please refer to this link for steps.


For configuring an inbound DID number, complete the following steps:

  1. Create an Inbound campaign (Nomenclature of campaign ID: Projectname_In) for capturing all inbound calls from prospective customers.

  2. Create an outbound campaign (Autocallback) (Nomenclature of campaign ID: Projectname_Auto) for all abandoned and missed calls from customers.

  3. Create an Agentwise outbound campaign (Nomenclature of campaign ID: Projectname_Agentwise) for assigning all follow-up customers to respective agents.

  4. Activate the DID Number- After creating the campaigns, send an email to the CloudAgent team (support@cloudagent.in) for activating the DID number. Please share the inbound campaign name and autocallback campaign name with the CloudAgent team in the activation request email. 

Note: In case you want to route inbound calls to the CloudAgent, PRI line activation is required. For routing inbound calls to Sales app users, API-based integration is required. Please mention accordingly in the email to the CloudAgent team.

  1. Tag inbound DID and set up the lead flow on the Anarock mandate panel. Refer to this link for steps.

  2. Verify your campaigns. Refer to this link for steps.

Note: All the above campaigns will be created with the same DID Number.

 

For configuring an outbound DID number, complete the following steps:

  1. Create an Outbound campaign (Nomenclature of campaign ID: Projectname_Out) for initial dialing to the customer’s contact numbers.

  2. Create an Inbound campaign (Nomenclature of campaign ID: Projectname_IN) if customers attempted to callback.

  3. Create an Autocallback outbound campaign (Nomenclature of campaign ID: Projectname_Autocallback) for any abandoned or missed calls from customers.

  4. Create Agentwise campaign (Nomenclature of campaign ID: Projectname_agentwise) assigning all follow-up customers to respective agents.

  5. Activate the DID Number- After creating the campaign, send an email to the CloudAgent team (support@cloudagent.in) for activating the DID number. Please share an inbound campaign name and autocallback campaign name with the CloudAgent team in the activation request email. 

  6. Configure Call center settings on the Anarock mandate panel. Refer section below on call center settings.

Note: All the above campaigns will be created with the same DID Number. 


Creating Inbound Campaign:

  1. To add an inbound campaign, click on ‘Campaigns’ at the top of the CloudAgent portal, & then select ‘Inbound campaigns.’

  2. Click on the plus icon at the top right corner. 

  3. Complete the following details in the form for campaign creation and submit.

    1. Campaign name: Please use the nomenclature listed above as per the inbound campaign type.

    2. DID number: DID numbers will always start with ‘91’ instead of ‘0’ or ‘+91’. If you don’t have a DID number, then you can refer to ‘Buying DID No. Process’ document for all the details.

    3. URL to push: Refer to steps below.

    4. Hit ScreePop URL At: Select ‘Client side’.

    5. ScreenPop URL: Refer to the steps below.

    6. Skills: Select relevant skills for which this campaign is applicable.

    7. DND enable: Select for enabling DND.

    8. Allowed for Manual Dialing: Select ‘Manual Dialing’ from the checklist at the top right corner if you want your pre-sales agent to manually dial the leads. 

    9. ACW for Unanswered Calls: Select mandatorily.

    10. Disposition Type: Select ‘Toolbar’.

    11. Wrapup Time: ‘Wrapup Time’ is the time that every agent will get to fill the form after disconnecting the call with the lead. It should always be added in seconds, and the average wrapup time should be 180 to 240 secs.

    12. Dispositions: Select applicable dispositions in the ‘Dispositions’ tab. It is the label or tag that an agent can record as an outcome of the call. You can select deposition as: Fresh, Follow Up, Patch Out, Failed, Junk, Not Contactable.

    13. Block Number: Select ‘None’.


  1. Save & update the details.

  2. After saving the details, you have to start the campaign by clicking on ‘Campaigns’ at the top of the Cloud Agent portal, select ‘Inbound campaigns’ & then search your campaign.

  3. Now click on the button ‘Start’ to start your campaign.


Steps to generate ‘URL To Push’ & ‘ScreenPop URL’:

  1. You can generate the URLs by logging in to  https://registration.<domain>/call-center-url-generator.

  2. Select ‘Inbound campaign’ in the campaign type.

  3. Add relevant project, source, & sub source for properly distributing the leads in the dashboard. If by any chance, the URL is generated without selecting the appropriate source and sub source, the campaigns will not work.


  1. Copy the ‘Screen Pop Up’ URL & paste it to ‘Screen Pop URL’ on the Cloud Agent portal.

  2. Copy ‘Server Callback URL’ & paste it to ‘URL to Push’.



Creating outbound campaigns.

  1. To add an outbound campaign, click on ‘Campaigns’ at the top of the Cloud Agent portal, & then select ‘Outbound campaigns.’

  2. Click on the plus icon at the top right corner.

  3. Complete the following details in the form for campaign creation and submit.

    1. Campaign name: Campaign name: Please use the nomenclature listed above as per the outbound campaign type.

    2. Campaign Type: Select ‘Progressive’

    3. Dial Method: Select Dial Method as ‘non-agentwise’ for outbound campaigns or ‘autocallback’ and ‘agentwise’ for agentwise campaigns.

    4. DID Number: DID numbers will always start with ‘91’ instead of ‘0’ or ‘+91’. If you don’t have a DID number, then you can refer to ‘Buying DID No. Process’ document for all the details.

    5. RunTime: Add the start time & end time in the ‘Run Time’. It can vary according to the customer, however, it should be kept 00:00:00 by default. Run time is basically the time from when the calling will start & end for the campaign.

    6. Dial interval: Dial interval is the duration or gap that we give in between each call. Keeping dial intervals of 5 secs is recommended.

    7. Priority: Choose the priority from 1 to 100 with 100 being the highest priority. Campaigns with the highest priority will be redirected first to the agents.

    8. URL to push: Refer to the steps below.

    9. Hit ScreePop URL At: Select ‘Client side’

    10. ScreenPop URL: Refer to the steps below.

    11. No. of Tries: Fill in the total number of tries. It tells how many times you want to redial to any lead.

    12. Block Number: Select ‘None’.

    13. Allowed for manual dialing: Select checkbox accordingly.

    14. ACW for unanswered calls: Selecting ‘ACW for Unanswered Calls’ is mandatory for outbound campaigns & Agentwise campaigns.

    15. Customer ringing time: Add ‘Customer Ringing Time’ in minutes.

    16. Disposition Type: Select ‘Toolbar’.

    17. Wrapup Time: ‘Wrapup Time’ is the time that every agent will get to fill the form after disconnecting the call with the lead. It should always be added in seconds, and the average wrapup time should be 180 to 240 secs.

    18. Dispositions: Select applicable dispositions in the ‘Dispositions’ tab. It is the label or tag that an agent can record as an outcome of the call. You can select deposition as: Fresh, Follow Up, Patch Out, Failed, Junk, Not Contactable.

    19. Skills: Select relevant skills for which this campaign is applicable.

    20. Mapping name: In the ‘Mapping Name’, choose the options from the drop-down accordingly. 

      1. If you are creating agentwise campaign, then select ‘agentwise’ from the options.

      2. After selecting the ‘agentwise’, you have to download the file by clicking on the download option in the ‘File to Upload’ option. 

      3. Once the file is downloaded, modify the Agent Id column with actual AgentId (any two) to populate in the document, & then upload the document on the ‘File to 

Upload’ option. 

  1. Downloading, populating, & then uploading the document is done for testing the details.

  2. If you are creating non-agentwise, then select ‘New_PriorityMappingFile’ from the drop-down menu of the ‘Mapping Name’.

  3. For nonagentwise, you just have to download the file, & then upload it on the ‘File to Upload’ option for testing.


  1. Once everything is added, click on the ‘Save’ button to update all the details.


Steps to generate ‘URL To Push’ & ‘ScreenPop URL’:

  1. You can generate the URLs by logging in to  https://registration.<domain>/call-center-url-generator.

  2. Select ‘Outbound campaign’ in the campaign type.

  3. Select the relevant project. Copy the ‘Screen Pop Up’ URL & paste it to ‘Screen Pop URL’ on the Cloud Agent portal.

  4. Copy ‘Server Callback URL’ & paste it to ‘URL to Push’.



Step 3: Configuring Call Center Settings In Your Dashboard


After creating the campaigns on the CloudAgent portal, configure campaigns on the Anarock mandate panel under ‘Call Center Settings’. 


Steps to setup call center settings:

  1. Login to your dashboard.

  2. Go to ‘Mandate’ settings (https://dashboard.<domain>/mandates).

  3. Choose the mandate & scroll to ‘Call Center Settings’. In case, if the Mandate is not present, then create a new Mandate.

  4. Configure the following details:

    1. Call Center Campaign Id: Outbound Campaign name

    2. Not Contacted Call Center Campaign Id: Outbound Campaign name 

    3. Agent Wise Call Center Campaign Id: Agentwise Outbound Campaign name

    4. Agent Wise Not Contacted Campaign Id: Agentwise Outbound Campaign name

Note: These campaign names should be copied from corresponding campaigns on CloudAgent portal according to respective skills.


  1. Click on the ‘Save Changes to this Mandate’ or ‘Create Mandate’ button at the right bottom corner.


For more details on other Call center settings, refer to this doc.

For any support on our products, please reach out to support@anarock.com


For any feedback, please reach out to tech-feedback@anarock.com