Campaigns: Campaign Overview - Edit Campaign

Welcome to the Edit Campaign page in Outbound by Enreach. 

Here you can edit all aspects of your Campaign.

To read this guide in Danish, click here.

Navigate here by selecting a Campaign from Campaign Overview, and clicking the pencil edit icon.

Read through the article, or click a link below to get started.

In this article:

• Campaign Information
• Dialer Settings
• Purpose and Manuscript
• Upload Settings
• Active Date and Time
• SMS Templates
• E-Mail Template(s)
• Permissions
• Leads Ready to Dial
• Triggers
• Lead Filter
• Contact Attempt Filters
• Call Recording

Campaign Information  

To access Campaign Information, view the Edit Campaign drop-down menu, which will be expanded by default. 

All mandatory fields are marked with a red asterisk (*).

General Settings 

• Enter the Campaign Name. This should be something descriptive that will be easy to access.
• Select a Project from the drop-down menu that this Campaign will belong to, or click +Create to create a new Project.

• Toggle between Yes and No to set the Campaign as mandatory for your Agents. 

Campaign Template

• Choose a Campaign Template from the drop-down menu. This is the Template your Campaign will be based on. 
• Expand the Campaign Template View drop-down to choose one if needed. Read more about Campaign Template Views here. 

• Expand the Country drop-down menu and choose which Country you will make calls to your Leads from. 
• Enter a call transfer phone number: This is the number that will be displayed to the transfer team when you transfer a call for a Lead, i.e. a separate customer support center. 

• This is the code required for an API to send a Lead to a Campaign. Maximum 32 characters. 

Click Save to save your Campaign Information, or Cancel to exit without saving. 

Dialer Settings

To access the Dialer Settings, expand the Edit Campaign drop-down menu.

Dialer Type

Under Dialer Type, choose which Dialer to use in your Campaign.

• Power Dialer will call Leads one-by-one, as soon as the Agent is ready.
• Basket Dialer contains a configurable number of Leads that Agents will receive. When all Leads in the Basket Dialer have been called, the Administrator will need to repopulate the Basket Dialer. 
• Predictive Dialer will call Leads based on historic Lead statistics. Predictive Dialer will call more than one Lead for each available Agent, and aims to reduce the time between an Agent's calls.

Call Data Preview

Call Data Preview will show when choosing the Power Dialer or Predictive Dialer, and will display a preview of the Lead data with a countdown before the Lead is called.

• Click to dial: This will display the Lead with two options for Agents to choose from, Dial Lead Now and End.
• Preview: Select Preview and adjust the number of seconds the preview will be displayed before the Lead is called. 

Size of the Basket List

Size of the basket list will show when choosing the Basket Dialer.

Set the size of the basket from 1 to 5000 Leads by dragging the slider left or right.

Caller ID

Define the Caller ID number that Leads will see when an Agent calls.

• None: No number will be displayed.
• User's: Will display the landline phone number set on the Contact Page. If you're using the Built-in Soft Phone, then the Display Phone Number selected in Manage Organisation > User will be used.
• Teams: Will show the Display Phone Number selected in Manage Organisation > Team.
• Campaign: Will show the phone number selected from the drop-down list. Toggle to Group to select a Caller ID Group to use.

Configure the number of hours and days between redials to unanswered calls and calls registered by the Agent as going to Voicemail. 

The default setting in Outbound by Enreach is 25 hours. This means that if your Lead did not answer a call at 10am on a Monday, a Redial will be scheduled for 11am on Tuesday. 

• Adjust the hours between Redial attempts by dragging the slider to the left or right. 

• Adjust the maximum number of days for scheduling Redials by clicking the arrows.

  

Max Redial Settings

Under Max Redial Settings adjust how many times your Agents will be able to redial Leads.

• Contact Attempts will count the redial as one contact attempt per Lead, no matter how many phone numbers are associated with the Lead.
• Call Attempts will count each call per phone number associated with the Lead as a contact attempt.

• Global will set the maximum number of redial attempts, regardless of the Redial type. Include or exclude Private and VIP Redials in the Global setting by selecting or deselecting the check boxes below. 

  Adjust the Maximum Total Attempts by clicking the arrows. 

• Selective will set the maximum number of redial attempts according to whether it is an Automatic, Common, Private, or VIP Redial. When the number of selective attempts has been reached, the Lead will be closed due to a maximum number of attempts.

  Adjust the Maximum Total Attempts by clicking the arrows. 

Dialing Duration sets how many seconds the Outbound by Enreach Dialer will call a Lead, before the call is determined to be unanswered. 

The default is 25 seconds, which will cut the call before most answering machines pick up. 

Private Redials can usually have a longer Dialing Duration, as the Lead has already expressed interest. 

Drag the slider from left to right to decrease and increase the seconds for All Call Types and Private Redials.

Leads Expiration 

Adjust how many days Open Leads and Private Redials will be active in the Campaign for. 

For Open Leads and Private Redials, set the number of days after the upload date that they will expire. 

Enter the time period after which Private and VIP Redials will be released to other Agents on the Team.

Adjust the expiration time in days by clicking the arrows. 

Be aware! The setting All open Leads automatically expire after last modification (days) will cause Open Leads and Private Redials to expire, if they have not been modified, and the number of days selected is more than the number of days selected for All open Leads automatically expire after last modification (days)

Other Settings 

Adjust Other Settings for your Campaign in the final Dialer Settings. 

• Check the Dial through box to ensure the Outbound by Enreach Dialer will attempt to call all phone numbers associated with a Lead before terminating the call attempt. 
• Check the Hide lead data box to only show the Lead data when the Lead answers the call. 
• Check Live mode to stay connected to a Campaign with no Leads in order to receive inbound calls, dial-back calls, or make outbound calls to leads uploaded recently. This setting can be used for Incoming Calls . 

Click  Save to save your Campaign Information, or Cancel to exit without saving. 

Purpose and Manuscript

To access Purpose and Manuscript, expand the Edit Campaign drop-down menu.

Purpose 

To add a Purpose, or a brief description of the Campaign goals that will appear on the Contact Page, enter it into the text box.

Use the inline text editor to edit your text, the format, or add a link. 

Manuscripts

If a Manuscript for the Agent to read from is required for this Campaign, you can configure it below. 

Expand the Add Manuscript drop-down menu to select from a list of existing Global Manuscripts that can be reused across different Campaigns. 

Select Create Script for this Campaign to begin creating a new Manuscript. 

When you add a Global Manuscript, you will have the opportunity to make any edits to the text. 

Click Add to add it to your Campaign, or Cancel to exit without saving.

When you click Create Script for this Campaign, enter the manuscript text into the text box.

Use the  inline text editor to edit your text, the format, or add a link. 

Click Add to add the Manuscript to your Campaign, or Cancel to exit without saving. 

Upload Settings

To access the Upload Settings, expand the Edit Campaign drop-down menu.

Duplicate Check

Under Duplicate Check, you can configure how you want Outbound by Enreach to handle duplicate Leads in the Lead Pool. 

• Exclude Campaign from duplicate search will exclude the Campaign when searching for duplicated in other Campaigns or within a Project. 
• Duplicate search on:
  • None will not perform a duplicate search.
  • This Campaign will only search for duplicates within this specific Campaign.
  • Project will only search for duplicates within the Project that contains the Campaign.
  • All Campaigns will search for duplicates across all you Campaigns.
• Duplicate search only open Leads will only search for duplicates among open Leads. This setting should be used with caution, as closed or deactivated Leads can be uploaded again and will not be counted as a duplicate. 

Under Duplicate Processing you can configure how you want duplicate Leads to be handled.

• Notify will notify you that duplicate Leads have been found. These can be viewed in the Upload Log. 
• Discard new Lead will not upload a duplicate Lead. These can be viewed in the Upload Log. 
• Deactivate Existing Lead will deactivate existing open duplicate Lead(s). It can only be used in connection with Duplicate search only open Leads, in the the previous Duplicate check settings. This means that it is not possible to duplicate search or deactivate closed Leads. 
• Set Status to "Removed" on Existing Lead will close the open duplicate Lead(s) with a Removed status. It can only be used in connection with Duplicate search only open Leads, in the previous Duplicate check settings. This means that it is not possible to duplicate search or set a Removed status on closed Leads.  

Under Clone Options, check the box if you want to show the original Lead log in a cloned Lead.

Leave it unchecked if you want the Lead log to be uploaded with cloned Leads.

Dial Time Distribution

Under Dial Time Distribution, you can configure how you want to distribute Leads over a certain number of days.

• Day Count will set how many days the Leads will be distributed over.
• Day Offset will set how many days from uploading the Leads the distribution will occur.
• Time Range will set the start and end times in which the Leads will be available to call. The time is set in the 24 hour clock. 

Active Date and Time

To access the Active Date and Time Settings, expand the Edit Campaign drop-down menu.

Active Dates

Set the time period you want to set this Campaign active for.

Click the calendar icon to expand the calendar, and select the start and end dates the Campaign will be set to active.

If you want the Campaign to be permanently active, skip this step. 

Active Weekdays and Time

Set the days of the week and the times you want to set this Campaign active for. 

Toggle to Yes to set the Campaign to Always Active, or to No to configure the individual weekdays and time. 

Check the weekday boxes to set them as active days, and click the time boxes to set the time parameters for that day. 

SMS Templates

To access SMS Templates, expand the Edit Campaign drop-down menu.

SMS Templates

Under SMS Templates, you can select an existing Template to use in this Campaign, or create a new one. 

Editable will either allow or prevent the user from editing the SMS Template before sending to a Lead.

Check the boxes of the templates you want to assign to the Campaign, and click the eye icon to view a preview. 

Click Create new to open the SMS Template builder wizard. 

• General Settings are for internal use only
• Toggle between Active and Inactive to allow the template to be selected for the Campaign
• Sender is what the receiver will see in the 'from' field
• Enter the body of your message with any merge fields, and view in the preview.

Email Template(s)

To access Email Template(s), expand the Edit Campaign drop-down menu.

Available Templates

Expand the Add e-mail template drop-down to select from a list of existing E-mail Templates.

To learn how to create an E-mail Template for future use, head over to this article.

Permissions

To access the Permissions Settings, expand the Edit Campaign drop-down menu.

Permissions

Expand the Access Rights drop-down menu to view the Teams and Users that already have access to this Campaign.

Expand the Teams First drop-down menu to switch the view between Teams or Users first, or an A-Z view. 

Users can also be searched for in the Search bar. 

To grant a Team or individual Users Campaign Permissions, check the box next to their name and click Save. 

Leads Ready to Dial

To access the Leads Read to Dial Settings, expand the Edit Campaign drop-down menu.

In Campaign Overview there is a Distribution Graph, which is a colour-coded indication of how many Leads you have ready to call in each Campaign. 

Set the minimum boundary for how many Leads appear in each colour by clicking the arrows to adjust the number. 

Triggers

To access the Trigger Settings, expand the Edit Campaign drop-down menu.

If you have already made Campaign Triggers, you will be able to select them here.

Click Add Trigger to create a new Campaign Trigger.

Trigger Details 

Under Trigger name, enter a descriptive name for your Trigger, and check Is active to enable it.

Trigger Details 

Under Trigger Details, define which Leads will be affected by this Trigger.

• Expand the Lead release type drop-down to select what type of Lead to work with. Leave it unselected to automatically select all of the options.

  Please note that the selection Manually edited Lead refers only to Leads edited in Lead Admin, and not on the Contact Page.

• Expand the Lead status drop-down to select the status of the Lead, as entered by the Agent.

Under Conditions, select which condition the Trigger will be dependent on. A popular use for Triggers in Outbound by Enreach is to delete Lead data, either due to GDPR concerns, or the Lead expressing their wish to not be contacted.

Expand the Select condition drop-down to select the Master Data Field that will act as the Trigger's condition, and click Add. 

The condition will be added underneath. Enter the value of the condition in the Value text box, and click Apply at the bottom of the page. 

Action

Under Action, define what action the Trigger will take when activated. 

Expand the Trigger action drop-down to select an action. 

If you haven't already configured an action, select Create New Action, and enter the details when prompted.

Trigger Action 

If you are creating a new Trigger, the Trigger Action wizard will appear. The settings will depend on which Action Type you select.

Choose between Clone Lead, Make a HTTP Request, Send E-mail, Send SMS, and Modify Lead.

Begin by entering the Action name. 

Clone Lead

Select Clone Lead if you want the Trigger to clone the Lead.

• Clone to Campaign will clone to Lead to a specific Campaign, chosen from the drop-down menu. Please note that to ensure all Master Data Fields will match, the Campaign you clone to must be based on the same Campaign Template as the original Lead.
• Clone Status will configure the status of the Cloned Lead.
• Clone Priority will assign a dialer priority to the cloned Lead.
• Include Original Lead Log will allow you to show, hide, or include by default the original Lead Log.
• Clone Owner will allow you to determine who owns the cloned Lead.
• Clone Result Data: If checked, the result data from the original Lead will also be copied to the cloned Lead.
• Duplicate Search
  • Search Scope: If you want to handle duplicate Leads, set the Search Scope to None, This Campaign, Project, or All Campaigns to dictate where duplicates will be searched for. 
  • Search Action will configure what action to take when duplicates are found.
  • Only Open Leads: Check this box if you want to search only for Open Leads.
• Redial Type
  • Set Manually on each Lead: Check this box if you don't want to predetermine the Redial Type on the cloned Lead.
  • Redial (in minutes): Check this box to set the number of minutes the Redial will occur. Minutes can be configured below. 
  • Redial (in days/minutes from midnight): Check this box to set the number of days from the Clone date or a selected date, and how many minuted from midnight the Redial will occur. Days and Minutes can be configured below. 
  • Redial (in days/minutes from selected date field): Check this box to set the time in Days and Minutes that the Redial will occur. This can be selected either before or after a certain date, and can be configured below. 

Please note, that when cloning a Lead, the Import name must be the same in the Lead's original Campaign Template, and the cloned Lead's destination Campaign Template.

Make a HTTP Request

Select Make a  HTTP Request if you want the Trigger to make a HTTP request to an external API. 

Send E-mail 

Select Send E-mail if you want the Trigger to send an E-mail.

• To: Use merge fields to send an E-mail to Leads, or enter a static E-mail address to send the message internally.
• E-mail Template Name: Expand the drop-down menu to select an E-mail template to use. 
• Attach Appointment Invitation: Check this box if you want to automatically attach an appointment invitation.

Click  Save to save your configured settings, or click Cancel to exit without saving. 

Send SMS

Select Send SMS if you want the Trigger to send an SMS message.

• To: Use merge fields to send an SMS to Leads, or enter a phone number to send the message internally. 
• SMS Template: Expand the drop-down menu to select an SMS template to use.

Click  Save to save your configured settings, or click Cancel to exit without saving. 

Modify Lead

Select Modify Lead if you want the Trigger to modify the Lead.

• Modified Status: Expand the drop-down to select the new status that will be triggered. 
• Modified Priority: Enter a modified call priority for the Lead.
• Modified Lead Owner: Expand the drop-down to select the new Lead owner that will be triggered.
• Redial Type: Expand the drop-down to select a new Redial Type that will be triggered. 
• Modify Lead Fields: To customise which Lead Fields this Trigger will modify, click +Add.

Click  Save to save your configured settings, or click Cancel to exit without saving. 

Lead Filter

To access the Lead Filter Settings, expand the Edit Campaign drop-down menu.

Under Lead Filter you can filter out certain Leads for specific Agents or Teams.

All Users in your Organisation will be visible, with a blank text box to the right.

Enter a filter, or if using more than one separate them with a semi-colon. 

Click  Save to save your configured settings, or click Cancel to exit without saving. 

Contact Attempt Filters

To access the Contact Attempt Filters Settings, expand the Edit Campaign drop-down menu.

Under Contact Attempt Filters, filter Leads with a selected range of contact attempts, at a selected day and time interval. 

If the Lead has had several phone numbers and an Agent calls each one, it will count as only one Contact Attempt.

Contact Attempt Filters will be visible to Agents on the Campaign Selection page.

Existing filters will be shown automatically. Select Active to apply the filter to the Campaign. 

To make changes to a filter, select which one you want to edit to open the wizard. 

To create a new filter, click Add filter. 

• Define the contact attempts by dragging the sliders.
• Select a weekday and start and end times for the filter to be active, and select Active to apply the filter to the Campaign. 
• Click Save changed to save your Contact Attempt Filter. 

Click  Save to save your configured settings, or click Cancel to exit without saving. 

Call Recording

To access the Call Recording Settings, expand the Edit Campaign drop-down menu.

Call Recording 

• Under Call Recording, check Record all calls for this Campaign if you want to record all calls in this Campaign.
• Toggle between Agent and Lead and Agent Only to decide who should be recorded. 
• Choosing Agent Only will only record the Agent. This option would be dependent on GDPR regulations.
• Partial recordings, initiated by the Agent on the Contact page, will always record both Agent and Lead. 

Call Recording on the Campaign level are divided between Agent and Lead, and Agent only. 

As you can set Call Recording rules in both the Campaign settings and the general settings of Organisation, it is important to remember that choosing to record calls in a Campaign will automatically overwrite the decision to not record calls on the Organisation level.

All possible combinations are clarified below: 

Agent and Lead

• If you have Call Recording activated on the User level and Agent and Lead recording on the Campaign level, then both Agent and Lead will be recorded.
• If you have Call Recording deactivated on the User level but Agent and Lead recording activated on the Campaign level, then both Agent and Lead will be recorded, as a Yes on the Campaign will override all other settings in the User level.

Agent only

• If you have Call Recording activated on the User level and only Agent recording on the Campaign level, then only the Agent will be recorded.
• If you have Call Recording deactivated on the User level but activated on Campaign level, then only the Agent will be recorded.
• However, if you have Call Recording activated on the User level but not the Campaign level, then the Agent and Lead will be recorded.
• Call Recording that is deactivated on both User level and Campaign level will not record anything.

Call Recordings 

Under Call Recordings you can configure the number of days each Call Recording will be saved before being automatically deleted. 

Use the arrows to increase or decrease the number of days for each setting. 

Under Recording Filename Format, select a name for the recording filename.

To merge your filename with fields from the system or Campaign, expand the curly brackets { } icon to select a data field.