Campaign

Campaign name or label

Active

Check-box to set the campaign active

Campaign Type

Type of campaign pull-down menu: Outbound, Inbound, Blended, Virtual Outbound (Agentless Dialing), Virtual Blended

Custom Table

The table that defines the set of custom fields (in addition to the default fields) for Contact records of this Campaign (previously Adv. Table)

Skill Groups

Ordered list of Skill Groups expected to handle activities for this Campaign; this is the key link to Agents since each of them belongs to a Skill Group

Dispositions

The wrap up codes, or dispositions, that this Campaign makes available for calls made to Contacts

Scripts

Pull-down menu pf scripts (e.g. custom HTML pages) that can be displayed when a call is connected, instead of the default one (multiple selections allowed)

CRM Integration

Pull-down menu to optionally integrate with an external CRM, which allows a corresponding CRM window/view to open alongside the ChaseData GUI (i.e. docked)

Calendar

Pull-down menu to indicate which Calendar (a.k.a Scheduler) is to be used for creating reminders, e.g. Callbacks (previously Scheduler) 

Purge Previous Records when Duplicate is Created on Import

Check-box to remove any Contact record that is determined to be a duplicate (based on PrimaryPhone) of a Contact record being imported or updated; the newly imported Contact record remains as the only one (previously Purge Existing Duplicates During Import/Update)

Transcribe Calls

Check-box to indicate that call transcription is enabled campaign-wise, where applicable.

Default Caller ID

The number to be displayed as Caller ID to called parties within this Campaign

Conference Caller ID

The number to be displayed as Caller ID to called parties of a conference call within this Campaign

Dialing Number Format

Group title for indicating how the system should interpret and dial telephone numbers; see next three items

USA/Canada Numbers

Only NANP numbers are expected

International Numbers

Only international numbers are expected

Any

Any number format may be used

Dialing Hours

Start-time and End-time for the campaign’s dialing activity; time zone is based on the Contact phone number

Dialing Mode

Pull-down menu to indicate what method to use to initiate outbound calls: Predictive, Preview, Progressive, Available, Power

Auto-dial Timeout

Indicates how long (in seconds) to wait before automatically dialing out for the Progressive Dialing Mode (previously Delay Before Out-Dial)

Adjust Number of Dialing Lines Based on Connection Rate

Checkbox to enable the system to adjust (increase) the Number of Dialing Lines when the connection rate (calls answered) is low (one symptom is increased agent idle time)

Number of Dialing Lines

The number of lines that the system will attempt to use for dialing (constrained by agreement with ChaseData); it is either per agent (i.e. a rate), or overall for agentless call (see following sub-items), mutually exclusive

Per Agent

Rate of dialing lines per agent

Agentless

Number of agentless dialing lines (Virtual Outbound)

Maximum Drop Rate

Maximum allowed value for Drop Rate, or Abandon Rate, which is the number of calls that hang-up before connecting to an agent; calculation: Dropped Calls / Total Calls.

All Calls

True Drop Rate, i.e. Dropped Calls / Total Calls

Connected Calls

Instead of actual Drop Rate, it uses the Dropped-to-Connected ratio, i.e. Dropped Calls / Connected Calls (to and agent)

Check Within Last 30 Days

Whether to calculate the Maximum Drop Rate within the current day (unselected) or considering calls within the last 30-days

Dial Sequence

Pull-down menu to indicate in which order are Contacts called (outbound calls): List Order (chronological, oldest first and in the order they were imported), Random Order (with weight on least number of dial attempts), Last Name (A to Z), New Leads Dialed First (chronological, most recent first).

AMD Detection

Pull-down menu to indicate the level of Answering Machine Detection (AMD) accuracy desired: Accurate, Default, Full, Quick, None.  This helps determine at what point to either leave a message or disconnect (Recording and Messages settings)

Number of Rings

Number of telephone rings after which the call is determined to be not answered

Redial Wait Time

The time that the system must wait before attempting to call again to this number, or redialing (previously Minimum Time Before Redial); redialing occurs based on configured number of attempts and last call disposition / wrap up code

Maximum Daily Call Attempts

Maximum number of calls attempted, including redials, on a number on any given day (previously Maximum Attempts Per Day)

Campaigns Included in Daily Count

Include in the call attempt count, calls from the current Campaign and those Campaigns selected here (previously Associated Campaigns as part of Maximum Attempts Per Day); this applies when the Contact record is duplicated in those Campaigns; notice that if the associated Campaigns have a different maximum, and both include each other in their setting, each will threshold at its own maximum even though they count calls from both

Maximum Lifetime Call Attempts

Maximum number of calls attempted, including redials, on a number for the totality of the Contact record life (previously Maximum Dialing Attempts)

Enable Fast Redial for Some Dispositions

Enables redialing (calling back) the Contact number immediately after a no-answer or a detected answering-machine (previously just Enable Fast Redial); takes into consideration the maximum daily/lifetime attempts configured; it works based on the Disposition Set, number of Attempts, and Wait Time configured (see next)

Disposition Set

Indicates that Fast Redial is only enabled for Contact records whose last disposition / wrap up code is one in this list

Redial After These Attempts

Indicates that Fast Redial is only performed for the specific call attempts on the Contact record, e.g. 2nd attempt, 5th attempt, etc.

Minimum Wait Time

Indicates the time (in minutes) that the system must wait before a Fast Redial action; the time between the last attempt and the Fast Redial

Playlist Builder

Indicates Filtered Lists that will be used by the Campaign, instead of the full list of Contacts in the Campaign; a filtered list is a set of those Contacts that meet a more focused set of criteria

Dialing Rules

Indicates Alternate Phone rules that will be used for reaching a Contact in the Campaign; an Alternate Phone Rule indicates how to go through an alternate progression of telephone numbers in the Contact record when the Contact is set with a configured disposition or wrap up code

DNC.com Settings

Indicates the customer DNC.com account information to be used for DNC scrubbing

Project

The customer’s DNC.com Project

Campaign

The customer’s DNC.com Campaign (do note that this is the DNC.com Campaign, not the one in the ChaseData system)

Scrub During Cache Loading

Switch to indicate, when selected, that DNC.com scrubbing should be done by the system during call cache loading, in bulk, rather than individually just before each call; this option allows for a more efficient process

Auto Play Pre-recorded Introduction upon Call Connection

This indicates whether when a customer answers a call, a pre-recorded message is to be played to the customer upon connection; the Agent may be presented a list of available message recordings, and given the ability to ‘Play’ and ‘Stop’ the selection

Leave Ringless VM on Connection

This indicates to Leave a Pre-recorded Message on Answer Machine

After These Attempts

Indicates in which call attempts to the Contact the voice message drop is attempted; see options below

Overall

Indicates in which call attempts to the Contact, lifetime, the voice message drop is attempted 

Daily

Indicates in which call attempts to the Contact, on a daily basis, the voice message drop is attempted

Play Message on Abandoned Calls

Indicate whether to play a pre-recorded message to customers whose calls are dropped (i.e. not answered by an agent, abandoned); the customer is offered the option for requesting, via DTMF, to be added to an internal DNC list (pre-recorded message file needs to be uploaded prior to enabling this option) 

Customer Opt In – Ignore DNC

Check-box to allow customers to opt in, to bypass DNC checking for this Campaign; do notice that the normal behavior for the system is to check against DNC list in order to help the customer comply with regulations.

Ring Groups

Pull-down menu (multiple selections allowed) to select groups from the Inbound Call Queues & Ring Groups

Hours of Operation

Opens a pop-up window to define hours of operations for the Campaign, which is used for Call and Agent management; the Hours of Operation window includes an option to define Holidays, as well, which opens another pop-up window; refer to pictures that follow

Greetings and Announcements

Link to Greetings & Announcements configuration window

Additional Contact Lookup (Calling Party) in Other Campaigns

Enables searching for the Contact record, based on the inbound caller ID, when the Contact is not found within the current Campaign; it then handles the call based on the Campaign where the Contact record is found (previously Look up Record of Inbound Calling Party); the link opens the Inbound Lookup pop up window to select the Campaigns to include in the lookup; refer to pictures that follow

Route Inbound Calls Based on Campaign Permissions

Enables using the Campaign that holds the Contact record, rather than the Campaign associated with the inbound number (source DID); typically used when sharing one nationwide DID package among multiple Campaigns (previously Use Campaign of Existing Lead as Inbound Hook)

Attempt to Route Inbound Call to the Last Active Agent

Enables the system to attempt to assign the inbound call to the Agent that previously handled a call with the Contact associated with the calling number; if that Agent is not signed in or is paused, the call is assigned as per normal rules (previously Try to Send Inbound Call to the Last Active Agent)

Use “Route by Call Source” Rules

Enables Route by Call Source for this Campaign; a bypass mechanism of inbound Call Queues in order to handle certain known numbers in a special manner (previously Ignore Route by Call Source with inverse value)

Transcribe Voicemail Messages

Enables call transcription of inbound messages Campaign-wide.

Wait Page

The Script (e.g. custom HTML page) that is to be displayed when the agent is in waiting state (instead of the default one)

Pause Page

The Script (e.g. custom HTML page) that is to be displayed when the agent is in pause state (instead of the default one)

Default Page

The screen (page/tab) that is to be in focus when an agent gets connected to a call; either Default, Call Info or Script (previously Default Screen)

Allowed to Start a New Manual Call Before Dispositioning

Allows Agents to initiate a manual call to another lead without having to first set the disposition for the immediately preceding call that the Agent was connected to; it is not a recommended option for normal operations since it goes against typical outbound call management, but it’s provided for flexibility (previously Allow Agent to Make New Manual Call Before Dispositioning of Prior Record)

Allowed to Manually Call Number set as ‘Non-Callable’

Allows Agents to manually dial out numbers with Non-Callable dispositions (e.g. DNC, Sale, Disconnected Number, Wrong Number, Not Interested); this is also an option not recommended for normal operations since it goes against typical outbound call management, but it’s provided for flexibility (previously Allow Agents to Manually Dial Non-Callable Record (with warning))

Display Warning When Calling the ‘Non-Callable’ Warning

Option for Allowed to Manually Call Number set as ‘Non-Callable’; indicates to not display a warning when the Agent attempts to dial a Non-Callable record (previously Hide Warning Window When Calling Non-Callable Leads with inverse value)

Display the Specific Disposition with ‘Non-Callable’ Warning

Option for Allowed to Manually Call Number set as ‘Non-Callable’; indicates to also include the reason (disposition) when a warning is displayed when the Agent attempts to dial a Non-Callable record (previously Show Non-Callable Disposition In Warning Window)

Restricted from Calling a Number with a ‘Sale’ Disposition

Restricts Agents from calling Contacts with Sale dispositions, even if the disposition is Callable; typically used when multiple Campaigns are used for different stages of sales and follow up processes, or to avoid unnecessary calls (previously Restrict Agents from Dialing Records with Disposition of Sale)

On a Manual Call, Lookup the Number in other Campaigns

For a manual call, if a corresponding Contact record doesn’t exist in the current Campaign, the system is instructed to search system-wide for a matching Contact record, instead of just creating a new record in the current Campaign; if the Contact is found, the call is handled with the associated Campaign (previously Search Database for Record When Making Manual Call)

Also Lookup Associated Alternate Numbers

Option for On a Manual Call, Lookup the Number in other Campaigns; it instructs to also look at Alternate phone numbers of the Contact records when trying to find a match for the manual call number (previously Search Database for Alternative Number When Making Manual Call)

Use Caller ID of Original Campaign

Option for On a Manual Call, Lookup the Number in other Campaigns; it instructs to, in addition, use the Caller ID configured for the Campaign where the Contact record was found

Allow Option to Create a Duplicate Record on Manual Call

Presents to the Agent the option to generate a new (duplicate) Contact record in the current Campaign, for a manual call, when the Contact was found in another Campaign (the original one); allows for the Contact record in the original Campaign to be left unmodified (previously Allow for the Creation of Duplicate Record on Manual Call)

Auto Sync Data when a Duplicate Record is Created

Option for Allow Option to Create a Duplicate Record on Manual Call; instructs to, in addition, copy data from the original Contact record in the original Campaign to the new (duplicate) Contact record in the current Campaign (previously Copy Recent Lead Data for Duplicated Record)

Agent Can View Dialing Lines

Allows the Agent to see the list of telephone lines / current calls of the Campaign; useful for the Agent to watch the number of the calls that are being made while waiting on a call (previously Allow Agents to See Dialing Lines)

Agent Can View Available Contacts

Allows the Agent to see the percentage of Contacts in the Campaign that are still left to be called (previously Allow Agents to See Available Leads)

Highlight Current Telephone Number

Instructs the system to highlight in the Management Console Dashboard the phone number that is “active”, i.e. call connected with the Agent (previously Highlight Active Phone Number).

Time Zone

The default time zone to use for all activities

Reports Time Range

The default time band for all reports.

Default Caller ID

The default number to be displayed as Caller ID to called parties

Conference Caller ID

The default number to be displayed as Caller ID to called parties of a conference call

Dialing Number Format

Group title for indicating how the system should interpret and dial telephone numbers by default; see next three items

USA/Canada Numbers

Only NANP numbers are expected

International Numbers

Only international numbers are expected

Any

Any number format may be used

Dialing Hours

Default Start-time and End-time for dialing activity; time zone is based on the Contact phone number

Dialing Mode

Pull-down menu to indicate what method to use by default to initiate outbound calls: Predictive, Preview, Progressive, Available, Power

Number of Dialing Lines per Agent

The default number of lines that the system will attempt to use for dialing (constrained by agreement with ChaseData) per agent (i.e. a rate)

Dial Sequence

Pull-down menu to indicate in which order are Contacts called (outbound calls) by default: List Order (chronological, oldest first and in the order they were imported), Random Order (with weight on least number of dial attempts), Last Name (A to Z), New Leads Dialed First (chronological, most recent first).

AMD Detection

Pull-down menu to indicate the level of Answering Machine Detection (AMD) accuracy to be used by default: Accurate, Default, Full, Quick, None.  This helps determine at what point to either leave a message or disconnect (Recording and Messages settings)

Number of Rings

Default number of telephone rings after which the call is determined to be not answered

Redial Wait Time

Default amount of time that the system must wait before attempting to call again to this number, or redialing (previously Minimum Time Before Redial); redialing occurs based on configured number of attempts and last call disposition / wrap up code

Maximum Daily Call Attempts

Maximum number of calls attempted by default, including redials, on a number on any given day (previously Maximum Attempts Per Day)

Maximum Lifetime Call Attempts

Maximum number of calls attempted by default, including redials, on a number for the totality of the Contact record life (previously Maximum Dialing Attempts)

Leave Pre-recorded Message on Answer Machine

This indicates whether to Leave a Pre-recorded Message on Answer Machine by default

On These Attempts

Indicates the default call attempts to the Contact that a voice message drop is attempted; see options below

Use Caller ID of Original Campaign on Manual Calls

Option for On a Manual Call, Lookup the Number in other Campaigns; it instructs to, in addition, use the Caller ID configured for the Campaign where the Contact record was found.

Hours of Operation

Opens a pop-up window to define hours of operations for the Campaign, which is used for Call and Agent management; the Hours of Operation window includes an option to define Holidays, as well, which opens another pop-up window; refer to pictures that follow.

Phone Mode

Type of telephone system used for calls; options are Softphone (internal), External Phone (3rd party softphone), and Mixed (agent can choose either one)

Login Mode

Type of activities that Agents are allowed on login; options are Outbound, Inbound, and Mixed (agents can perform both Outbound and Inbound activities, unless overridden by a Campaign or Sub-Campaign)

Default Page

The screen (page/tab) that is to be in focus by default when an agent gets connected to a call; either Default, Call Info or Script (previously Default Screen)

Allowed to Copy ‘ClientId’ to the Clipboard

By default, the Agent can copy the ClientId related to the current call; available in case it needs to be pasted into another application (e.g. CRM)

Allowed to Copy ‘PrimaryPhone’ to the Clipboard

By default, the Agent can copy the PrimaryPhone related to the current call; available in case it needs to be pasted into another application (e.g. CRM)

Use the Contact’s Telephone Number as Conference Caller ID

When conferencing in another party, by default use the customer telephone number (PrimaryPhone field) as the caller ID

Allowed to Display Dialing Lines

By default, allows the Agent to see the list of telephone lines / current calls; useful for the Agent to watch the number of the calls that are being made while waiting on a call (previously Allow Agents to See Dialing Lines)

Allowed to Display Available Leads

By default, allows the Agent to see the percentage of Contacts in the current Campaign that are still left to be called (previously Allow Agents to See Available Leads)

Allowed to Start a New Manual Call Before Dispositioning

By default, allows Agents to initiate a manual call to another lead without having to first set the disposition for the immediately preceding call that the Agent was connected to; it is not a recommended option for normal operations since it goes against typical outbound call management, but it’s provided for flexibility (previously Allow Agent to Make New Manual Call Before Dispositioning of Prior Record)

Allowed to Manually Call Number set as ‘Non-Callable’

By default, allows Agents to manually dial out numbers with Non-Callable dispositions (e.g. DNC, Sale, Disconnected Number, Wrong Number, Not Interested); this is also an option not recommended for normal operations since it goes against typical outbound call management, but it’s provided for flexibility (previously Allow Agents to Manually Dial Non-Callable Record (with warning))

Display Warning When Calling the ‘Non-Callable’ Warning

Option for Allowed to Manually Call Number set as ‘Non-Callable’; indicates to not display a warning when the Agent attempts to dial a Non-Callable record (previously Hide Warning Window When Calling Non-Callable Leads with inverse value)

Display the Specific Disposition with ‘Non-Callable’ Warning

Option for Allowed to Manually Call Number set as ‘Non-Callable’; indicates to also include the reason (disposition) when a warning is displayed when the Agent attempts to dial a Non-Callable record (previously Show Non-Callable Disposition In Warning Window)

Restricted from Calling a Number with a ‘Sale’ Disposition

By default, restricts Agents from calling Contacts with Sale dispositions, even if the disposition is Callable; typically used when multiple Campaigns are used for different stages of sales and follow up processes, or to avoid unnecessary calls (previously Restrict Agents from Dialing Records with Disposition of Sale)