The Campaign is an object too

Each Campaign object references other objects and has unique properties of its own. To configure a campaign, you must select at minimum, a contact list to dial, a workgroup, and a script, if the campaign requires agents. You must also specify whether to adhere strictly to CIC's Dial Plan or use one specific line group for campaign calls. 

Most Dialer features are configured within the context of a Campaign.  To fine-tune a campaign, assign optional objects to it, such as a schedule, filters, rule set, zone set, stage set, policy set, and timezone map. These objects can be assigned concurrently to other campaigns.

For example, you can configure a campaign to place outbound calls only when agents with selected skills are available, just by selecting a Skill Set for the Campaign to use.

If your call list doesn't include time zone definitions, you can assign a Zone Set and a Timezone Map data set.  Interaction Dialer will automatically map time zones for you based on each contact record's area code.

Properties unique to Campaigns

Campaigns have some properties that are not based on other objects. Each campaign has a name, a workgroup that identifies participating agents, a calling mode, and settings that configure features. The Campaigns view topic discusses campaign properties in detail. 

• For example, you can set what contacts see as Caller ID Name and Number, by filling in two fields on the Campaign view.

• Or, you can configure how Dialer should handle each possible dialing outcome, based on call analysis. Call Analysis is a platform feature that detects Busy, No Answer, Answering Machine, Fax Machine, Disconnects, Live Voice, Special Information Tones (SIT) and more. It reports the result of each contact attempt to Interaction Dialer.

• To use this information, a Campaign can be configured to handle any dialing situation. You don't have to configure call analysis itself; just what actions the campaign should take based on call analysis results. For example, Dialer might send a Fax if the call is answered by a Fax machine. Other options include whether or not to automatically reschedule a call, when to reschedule a call, and how many times to reschedule that specific phone number before removing it from the list to dial. 

• Campaigns can even be configured to conduct agentless campaigns. Agents are not required for outbound customer satisfaction surveys, service reminder calls, appointment reminders, order process completions, and emergency notification messages.