Creating Inbound & Outbound Campaigns

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

Navigate to:

Step 1. Adding An Employee & Agent Profile On The Employee Portal

Step 2. Adding A New Skill

Step 3. Creating Inbound Campaigns

    3.1. Steps to generate ‘URL To Push’ & ‘ScreenPop URL’

Step 4. Creating Outbound Campaigns

    4.1. Steps to generate ‘URL To Push’ & ‘ScreenPop URL’

Step 5. Configuring CC Settings In The Dashboard

Step 1. Adding An Employee & Agent Profile On The Employee Portal

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

Step 2: Adding A New Skill (Project)

A new ‘skill’ needs to be created on the CloudAgent portal. Every skill represents the group of agents assigned for the Inbound or Outbound campaign for any project. You can also reuse the already created skills if the same team has to work on the campaigns. 

I. Login to the admin portal.

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

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

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

- Skill Name

- Skill Location

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

- Queue Size: Number of calls to maintain in a queue

- Queue Timeout: The time after which the queue will timeout

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

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

Refer to the below screenshot for the default values for the given fields while creating Skills.

Inbound & Outbound Campaigns

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 potential customers or leads.

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

Step 3: Creating Inbound Campaigns

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

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

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

A. Campaign name: Name of the campaign

Suggested Nomenclature: Projectname_IN_Projectid

Here, 1st is the project name, followed by ‘IN’ which denotes the inbound campaign, and then add the project id (project id will be present in the mandate settings).

B. DID number: DID numbers 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.

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

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

E. ScreenPop URL: Refer to the steps below.

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

G. DND Enable: Select enabling DND.

H. 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. 

I. ACW for Unanswered Calls: Select mandatorily.

J. Disposition Type: Select ‘Toolbar’.

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

L. 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, or Not Contactable.

M. Block Number: Select ‘None’.

Refer to the below screenshot for the default values for the given fields in the Inbound Campaign.

IV. Save & update the details.

V. 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 for your campaign.

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

3.1. Steps to generate ‘URL To Push’ & ‘ScreenPop URL’

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

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

III. 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.

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

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

Step 4: Creating Outbound Campaigns

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

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

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

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

Suggested Nomenclature: Projectname_OUT_Projectid

Here, 1st is the project name, followed by ‘Out’ which denotes the outbound campaign, and then add the project id (project id will be present in the mandate settings).

B. Campaign Type: Select ‘Progressive’.

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

D. 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.

E. 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.

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

G. 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.

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

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

J. ScreenPop URL: Refer to the steps below.

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

L. Block Number: Select ‘None’.

M. Allowed for manual dialing: Select the checkbox accordingly.

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

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

P. Disposition Type: Select ‘Toolbar’.

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

R. 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, or Not Contactable.

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

T. 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 the actual AgentId (any two) to populate in the document, & then upload the document on the ‘File to Upload’ option.

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

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

6. For non-agentwise, you just have to download the file, & then upload it on the ‘File to Upload’ option for testing.

Refer to the below screenshot for the default values for the given fields in the Outbound Campaign.

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

4.1. Steps to generate ‘URL To Push’ & ‘ScreenPop URL’

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

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

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

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

Step 5: 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:

I. Login to your dashboard.

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

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

IV. 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

V. 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.

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