Contents

Campaign Execution Controls

Campaigns have execution states that are selectable in Interaction Dialer Manager and from within Supervisor views in IC Business Manager.

Command

Campaign Execution State

Turn Campaign On

No calls are placed for a campaign until that campaign is turned on. Outbound calling begins once agents change to available status. When a campaign is turned on, the contact list will be processed from the top.

Turn Campaign On for scheduled calls only

A campaign can be on for scheduled calls only. In this execution state, Dialer places only calls that were rescheduled by agents. Priority dials are still made, but no regular calls are placed. This mode ignores the campaign schedule, if one is assigned. Auto-scheduled calls are not placed in this mode.

Pause/Un-Pause

A running campaign can be paused. This suspends outbound dialing for the campaign. The campaign will continue to run until agents complete active calls. No new calls will be placed. The record cache is preserved so that the system can resume processing the contact list.

A campaign can be un-paused by clicking the Pause button a second time. This will resume outbound dialing from the point the campaign was paused. Agents will not need to logon again when the campaign resumes.

Turn Campaign Off

A campaign can be off. This stops outbound dialing once the cache is empty. This execution mode ignores the campaign schedule. If you stop a campaign instead of pausing it, agents must log on when the campaign is turned back on. Outbound calling will resume once agents change to available status.

Recycle Campaign

A campaign can be recycled. Recycle refers to the process of restarting the call selection process at the beginning of the contact list. This happens automatically after all records are processed, or manually in response to a campaign reset command. A recycle period is the time that Interaction Dialer needs to process all records in a contact list.

Reset Campaign

A campaign can be reset. The contact list will be processed from the top to reach parties that were not contacted in a previous pass. If major settings have been changed (DSN, Sorting or Filters, and so on), the campaign is reset and restarted with the new configuration. This command also sets the count of recycles back to zero.

Managing the execution state of campaigns in Dialer Manager

Call center supervisors can manage the state of campaigns using simple visual controls in Interaction Dialer Manager's Campaigns view. See Campaign Execution Panel for details.

Managing the execution state of campaigns from IC Business Manager

When a call center supervisor is monitoring Dialer views in IC Business Manager, the supervisor can control campaign execution in three ways:

By using campaign execution controls on the Dialer Campaign Details view:
By using shortcut menu commands in IC Business Manager's Dialer Overview view:
By selecting Dialer Campaign Actions from the Actions menu:

Selecting Dialer Campaign Actions opens the Dialer Campaign Actions dialog. It offers the same execution controls that appear on the Campaigns page in Interaction Dialer Manager.

Note: the Actions menu only appears if the view is added to the default workspace in IC Business Manager.