Setting up a campaign in ChaseData’s Cloud Contact Center Software is quite simple. The challenging part is knowing you own personal dialing strategy you want to pursue. Whether it be Outbound, Inbound or Blended dialing ChaseData’s campaigns have the ability to handle all of them.

Let’s begin by logging into the ChaseData Cloud Contact Center administrator portal. From here you are going to click on the left hand side the Campaigns module and Create & Manage. Once there you will be presented with all the campaigns configured in the system.

To add a campaign all you have to do is click on the Perform Task button on the upper portion of your screen. At that point you would choose Add Campaign.

You will be presented with all the settings concerning a Campaign over to the right.

Let us provide a description for each.

Campaign Settings

Default Caller ID: This is the default phone number that will display on a customer’s callerID.

Look up Record of Inbound Calling Party: If enabled this will look up the customer record based on inbound callerID across the entire system. This will also cause the campaign to change to match the record’s campaign.

Use Campaign of Existing Lead as Inbound Hook: This will use the settings of the campaign where the record exists rather than using the settings of the campaign where the inbound number is tied to. This is also useful when sharing 1 nationwide DID package among multiple campaigns

Try to Send Inbound Call to the Last Active Agent: This will try to send the call to the agent that the customer spoke with last.

Play Message on Abandoned Calls: This will play prerecorded message to dropped call customers. They will have the option to key tone themselves into our internal DNC. (this message should be uploaded as an mp3 prior to enabling this feature)

Search Database for Record When Making Manual Call: If an agent initiates a manual dial instead of creating a new record in the campaign they are in (if not already present) it will search across the entire dialer for a record matching the manually dialed phone. If the campaign of record it finds is different than the campaign the agent is logged into it will change the campaign to match the record matching the manually dialed phone number.

Search Database for Alternative Number When Making Manual Call: This will allow the system to look for records based on secondary phone number fields (if some are preset in your custom fields already)

Allow for the Creation of Duplicate Record on Manual Call: Enabling this will allow for the creation of duplicate records within the campaign for manual dials.

Purge Existing Duplicates During Import/Update: 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. 

Dial US and Canadian Numbers / Dial International Numbers / Dial Any Number (US, Canadian and International): Interpret a number as part of the NANP vs interpreting the number as an international number. 

Dialing Speed and Hours

Number of Dialing Lines per Agent: This is where you assign the number of lines assigned to an agent in outbound campaigns.

Agentless Dialing Speed: This needs to be enabled by Chasedata, this allocates XX amount of lines for agentless dialing (robo dialing/press 1 campaigns)

Maximum Drop Rate: This is where you set the maximum drop rate for the campaign. If the drop rate is met or exceeded, the system will automatically switch to 1:1 dialing.

Dialing Hours: This is where you assigned the starting and ending hours for the campaign’s dialing window. This is based on the customer phone number

Dial Settings

Dial Sequence: This is where you change the order in which the dialer calls leads.

       List Order: Oldest leads dialed first.

      Random Order: This will call leads randomly but has a preference to dial least attempted leads first.

      Last Name: This will call leads according to the last name of the customer on the lead. If there is no last name present these leads will be called last.

      New Leads Dialed First: The dialer will search for the most recently added leads to be called first. It will keep adherence on campaign max daily attempts and call windows.

Answering Machine Detection: This is where you set the strength of the automatic answering machine detection.

      None: This will remove automatic answering machine detection.

      Accurate: 90% answering machine detection (There may be a slight delay when a customer answers).

      Default: This is the optimized automatic detection. Accuracy rating is 80% of answering machines will be detected only allowing for 20% at the most to be passed to agents.

      Quick: (this is actually the same as the default setting – default setting is there as a standard option for users)

      Full: 75% answering machine detection

Number of Rings: This is where you set the dialer’s waiting time when it is making an outbound call.

Minimum Time Before Redial: This is where you set the minimum time before redial on an individual record.

Maximum Attempts Per Day: This is where you set the maximum attempts per day on a record.

Associated Campaign(s): This allows you to specify max attempts among all selected campaigns, irregardless of any duplicates that may exist in the selected campaigns. NOTE: You must mirror this setting across all selected campaigns.

Dialing Mode: This is where you change the dialing mode of the dialer.

      Predictive: This will take into account average talk time, waiting agents, and lines per agent to dial optimally on records while adhering to the campaigns drop ratio.

      Available: This will dial out the assigned lines per agent only when the agent goes into waiting status. The result is slightly slower dialing speed then predictive dialing mode and potentially lower drop rate

      Progressive: like preview except you can force the system to dial the lead that pops up after XX seconds

      Power: Probably should be avoided, dials all lines per agent and disregards agent state (break, on call etc) until ALL lines per agent have a live person (will increase drop rate)

      Preview: This will display the record to be called to the agent and present a button for the agent to click to call that record. These are essentially manual calls

CRM Integration: This is where you would choose which CRM from the canned choices to integrate with the dialer. ( basically opens selected CRM in its own window within the agent app, does not transfer data – Data transfer needs to be done via script or search )

Recordings and Messaging

Leave message on Ans. Machine: This will leave a prerecorded message when an answering machine is detected
Contact: Allows you specify message drop on lead attempt
Daily: Allows you to specify a daily attempt for message drop

Play Live Message on Connection: This plays back a selected message as soon as the customer connects to the rep

Agent Settings

Default Screen: This is where you choose the default screen an agent sees when they are connected on a call.

Allow Agents to See Dialing Lines: This will allow the agent to see how many lines are being used by the campaign to connect a call to them. (this does not accurately represent how many lines are dialing total, it is strictly for the agents to see it is doing something)

Allow Agents to See Available Leads: This will allow the agent to see how many available leads are present in the campaign. This is not a number, it will display a percentage of available leads left in the campaign on the bottom left hand side of the agent screen.

Highlight Active Phone Number: This will highlight the phone number that is “active” on a connected call with the agent.(will highlight in red)

Allow Agent to Make New Manual Call Before Disposition of Prior Record: This allows the rep to make a manual call to another lead WITHOUT dispositioning the call they were on previously (should be avoided)

Allow Agents to Manually Dial Non-Callable Record (with warning): This will allow the agent to dial out on all Non-Callable dispositions like DNC, Sale, Disconnected #, Wrong Number, Not Interested, etc…

Restrict Agents from Dialing Records with Disposition of Sale: This will restrict the agents from calling back a customer with the disposition of Sale even if the disposition is considered callable. (Sale/Lead/Appointment disposition type should be set for the sale )

Hide Warning Window When Calling Non-Callable Leads: This will hide any warning windows for the agent if they attempt to call a non-callable record.

Show Non-Callable Disposition in Warning Window: This will display a warning window with the reason why a record is non-callable. ( which would be the disposition name)

Please reference our article on Group Settings if you need an explanation for them or how to configure.