Properties of a Campaign Object

The Campaigns container manages settings for each campaign. A campaign object is a collection of properties that tell Interaction Dialer how to process a contact list. The campaign defines how agents interact with the contacts in the list (if at all) and specifies how the campaign server should connect to the various data tables used during campaign processing. The properties of campaigns include:

• Contact list to dial, and how it should be sorted and filtered to select a subset of records.

• Whether to prevent do-not-call contact numbers from being dialed.

• Mode used to conduct outbound dialing (Predictive, Power, Preview, or Agentless)

• Workgroup of participating agents

• Script to guide agents through the stages of a campaign call

• How the campaign should automatically schedule callbacks when it is unable to reach a targeted party for some reason.

• Whether to adhere strictly to CIC's Dial Plan, or use one specific line group for campaign calls.

• Whether to use Time Zone Blocking, a feature that prevents calls from being placed to specific time zones, at inappropriate times of day.

• What this campaign considers an abandoned call to be.

• Outbound Caller Name and ID.

• Pacing adjustment to apply in response to real-time abandonment statistics for the campaign.

• Whether the campaign should examine skills in contact list records, to dial only those contacts that can be handled by the available agent pool. 

• Actions to take after call analysis has figured out what is at the other end of a placed call.

• Whether to control the processing of individual contact records using Policies.

• Whether to control the processing of the campaign using Rules to evaluate statistics, events, and time

 Campaigns have many additional properties. For details, see Campaign Properties Panel of a Campaign object.