Introduction to Interaction Dialer Advanced Campaign Management

Interaction Dialer release 4.0 moved from a workflow-based approach to the use of rules and policies. However, in some cases this new approach made it hard to develop the kind of functionality available to workflow-based campaigns.

Advanced Campaign Management—a feature of Dialer 2018—allows you to develop campaigns that look a lot like workflow-based campaigns. It also simplifies these and other types of campaigns, in comparison to what was possible in Dialer 4.0.

Note that although Advanced Campaign Management is based on a single-campaign model, it functions a lot like workflows in other respects—and in many cases it gives you a similar level of control. For example, a workflow that uses multiple campaigns might have Campaign 1 dial home phones until 9:00 a.m., then switch to Campaign 2, which would dial work phones from 9:00 until 11:00, and so on. Advanced Campaign Management uses a single campaign that works with the rules and policy engine to accomplish the same goal.

Campaign groups

This is possible because Advanced Campaign Management lets you break your campaign down into campaign groups. You can customize each group with time-based, event-based, or statistics-based activation triggers. By arranging the groups in a sequence, you can have the campaign transition from group to group based on these triggers, allowing your campaign to automatically modify its behavior throughout the day.

Advanced Campaign Management uses tools that are integrated into Interaction Administrator's Dialer Manager section and the Interaction Supervisor section in IC Business Manager. Use these tools to create campaign groups, organize them into a campaign sequence, and then monitor every detail as the sequence runs.

Suppose you're designing a campaign that switches to a different set of numbers when the time of day changes, to allow access to different time zones. To accomplish this, you could create campaign groups for the Eastern, Central, Mountain and Pacific time zones, assigning the Zone Set property to each of the campaign groups. Then you would configure the Zone Set property in each campaign group with an appropriate value, based on the zone sets you created previously. For this example, you might create the following zone sets: Eastern Only, Central Only, Mountain Only, and Pacific Only.

Campaign sequences

Once you have created individually configured campaign groups, you can add them to a campaign sequence in the order that you want them to run. As you do this, configure the condition—or activation—that you want to use to transition from one campaign group to the next.

Continuing with our example, you could configure an event activation for the first campaign group and a time activation for each of the other campaign groups. The event activation would be set to occur when the campaign is started and the activation for the other campaign groups would be set to a time appropriate to each time zone. Supposing that you are located in the Eastern time zone, the activation for the Eastern campaign group could be set to Campaign Started, the activation for the Central Campaign Group could be set to 11:00 am, the activation for the Mountain Campaign Group could be set to 1:00 pm, and the activation for the Pacific Campaign Group could be set to 4:00 pm.

Monitoring campaign sequences

Once you have configured and saved a campaign sequence, you can use the tools provided with Advanced Campaign Management to keep an eye on the campaign sequence as it transitions from group to group. You can check in on a running campaign sequence whenever you feel like it, immediately identifying which campaign group is currently active, which campaign group previously ran, and which campaign group is up next. There are also progress gauges to help you determine when the next transition will occur.

There's also a diagram view that gives you a global view of the entire campaign sequence. And if you run into any problems, you can initiate a manual transition to any group in the sequence.

While your campaign sequence is running, each transition is reported in Dialer Heath view and recorded in your log files. Advanced Campaign Management also comes with reports you can use to track the operation of your campaign sequences.