Dialer Campaign

Name

The name of the campaign.

"Winter Sale Campaign"

Description

A brief description of the campaign's purpose or details.

"Promoting Winter Sale to existing leads"

Dial Method

The dialing method used for the campaign (e.g. Preview).

"Preview"

Preview Duration (In seconds)

Time allowed for an agent to review lead details before dialing.

15 seconds

Disposition List

List of call outcomes agents can select after a call.

"Answered, Not Interested, CallBack"

Campaign Caller ID

Select the caller ID, this will be the outbound caller ID that will be visible to the customers.

• *Note:** You can select multiple caller IDs (up to 10), which will be assigned randomly for calling within the campaign.

+917906900000
+918069000000

Select Lead List(s)

The list of leads to be targeted in the campaign.

"Winter Sale Leads"

Wrap Up Time (In seconds)

Enter the time (in seconds) for agents to select the disposition of a call after it ends. To omit the disposition of a call, reduce the wrap-up time to 0 seconds.

30 seconds

Dial Status

Choose the lead status from the lead list for the leads that will be contacted through the Dialer Campaign.

"Active Leads","New","Hot lead" Etc...

Refresh Count

Enter the number of retries for missed calls or any unforeseen circumstances on the customer’s end, such as a busy line or other issues. If the customer misses a call, the system will attempt to redial based on the refresh count.

• *Note:** If the dial status is set to "New," and the customer misses the call, the call will be marked as "Not Answered." For the system to retry the call, the dial status must be set to both "New" and "Not Answered." Only then will the system attempt to redial the customer marked as "Not Answered."

3 attempts

Refresh Interval (DD: HH: MM)

Enter the number of minutes, hours, or days (in the format DD: HH: MM) after which the dialer will attempt to retry calling the customer.

• *Note:** For preview dial, the refresh interval is indicative and acts as a maximum refresh time, depending on the number of dialable leads available in the campaign.

00:30:00 (30 minutes)

After Call Work Duration

It refers to the time interval given to the agent between two consecutive calls, which is allotted after the call has been disposed of.

20 seconds

Name

The name of the campaign.

"Sale Campaign Ratio"``

Description

A brief description of the campaign's purpose or details.

"Sale Campaign for high-value customers"

Dial Method

The dialing method (in this case, Ratio).

"Ratio"

Dial Ratio

Number of calls dialed per agent.

"1:5" (5 calls dialed for each agent)

Disposition List

Select the disposition list that represents the possible call outcomes for the agent. This allows the agent to choose the appropriate disposition after the call is completed.

"Answered, Not Available, CallBack"

Campaign Caller ID

Select the caller ID, this will be the outbound caller ID that will be visible to the customers.

• *Note:** You can select multiple caller IDs (up to 10), which will be assigned randomly for calling within the campaign.

+917906900000
+918069000000

Select Lead List(s)

The list of leads to be targeted in the campaign.

"High-Value Customers"

Wrap Up Time (In seconds)

Enter the time (in seconds) for agents to select the disposition of a call after it ends. To omit the disposition of a call, reduce the wrap-up time to 0 seconds.

20 seconds

Dial Status

Choose the lead status from the lead list for the leads that will be contacted through the Dialer Campaign.

"Active Leads","New","Hot lead" Etc...

Queue Timeout (In Seconds)

The maximum time a caller can remain in the queue before the system takes alternative action (e.g., redirect or end the call).

60 seconds

Ring Strategy

Select the strategy such as Random, fewest calls, and longest waiting time strategies, that will be used to distribute calls that are on hold to the agent

"Fewest Calls"

Retry Count

Enter the number of retries for missed calls or any unforeseen circumstances on the customer’s end, such as a busy line or other issues. If the customer misses a call, the system will attempt to redial based on the retry count.

2 attempts

Retry Interval (DD:HH:MM)

Enter the number of minutes, hours, or days (in the format DD: HH: MM) after which the dialer will attempt to retry calling the customer.

0:30:00 (30 Minutes)

After Call Work Duration

It refers to the time interval given to the agent between two consecutive calls, which is allotted after the call has been disposed of.

20 seconds

Agent Connection Method

Method for agents to log into the dialer panel.

The below options vary as per the Dial Method. For Preview, the below 3 options appear, whereas, in Ratio, Dial Out(Each Call) option does not populate.

• *Dial In (Session):Select Dial In (Session) to enable the agent to log into the agent Dialer Panel by making an outbound call to the selectedAgent Dial-In Number**.
• *Dial Out (Session):** Select Dial Out (Session) to enable the agent to log into the agent Dialer Panel by receiving an incoming call on mobile or extension (Smartflo Softphone).
• *Dial Out (Each Call):** Agent directly logs into the panel without having to make or receive a call. It is a two-way calling process wherein the call patching happens between the agent and the customer.

Note: In Dial In (Session) and Dial Out (Session), a session starts when the agent logs into the agent Dialer Panel and prevails up until the logout session. Whereas in Dial Out (Each Call) a session is established for each call that the agent makes to the customers and the session ends when the call disconnects.**

Agent

The specific agent assigned to the campaign.

"Agent John Doe"

Enforce Agent Pause Code

Requires agents to enter a pause code when taking a break or pausing their status. (disable, enable, enforce pause code)

• Disable Pause Code- The break timer starts as soon as the agent triggers a break and ends when the agent ends the break without providing any option to select the break type.
• Enable Pause Code- The break timer starts as soon as the agent triggers a break, but the agent cannot end the break before selecting one of the break types added through the pause code list.
• Enforce Pause Code- The break time does not start until the agent selects one of the break types added through the pause code list.

Pause Code List

The list of available pause codes agents can select when pausing their status.

"Lunch, Break, Meeting"

Ring Timeout (In seconds)

The duration of time (in seconds) the call will ring on the customer. number

30 seconds

Agent Dial-In Number

The Agent Dial-In Number is the phone number that agents will dial to log in or access the dialer campaign.

918069650000

Agent Only callback

A toggle option to enable or disable the ability to schedule a callback to the same agent who is scheduling the call. If disabled, the agent can assign the callback to another agent within the campaign.

"Enable" or "Disable

Agent Wise Caller ID

Toggle to enable or disable agent-specific caller IDs for calls.

• *Note:TheAgent Wise Lead Listtoggle can only be enabled when theOutbound Skill-Based Routing** toggle is disabled.

"Disabled"

Agent Wise Lead List

Assign specific lead lists to individual agents.

"Enable"

Lead List Traversal Order

Select the order for traversing leads. (e.g., Oldest First, Newest First, Random).

"Oldest First"

Agent Script

Script that agents will follow during the call.

"Sales Script - Winter Promotion"

Campaign Active Time

Time group for when the campaign will be active.

"9:00 AM - 6:00 PM"

Campaign Active Time Recording

Choose the active time recording settings for the campaign.

"Enable"

Quick Transfer List

Choose a list of quick transfer options available for agents.

"Sales Support, Technical Support"

Account DND List

Select the DND list for the campaign to avoid calling numbers on the do-not-disturb list.

"National DND List"

Mask Sensitive Lead Details

Toggle to enable masking of sensitive information in lead details.

"Enable"

Update Lead Details

Toggle to allow agents to update lead details during the call.

"Enable"

Enable Automatic Schedule Call

A toggle option to enable or disable automatic dialing of the call at the specified time. If enabled, the system will automatically dial the call at the scheduled time without manual intervention.

"Enable"

Allow Hangup

Toggle to enable or disable the agent’s ability to hang up a call.

"Enable"

Allow Transfer/Conference

Toggle to enable the agent to transfer calls or initiate a conference call.

"Enable"

Allow Queue Transfer

Toggle to enable the option for agents to transfer calls to a inbound queue.

"Enable"

Campaign Only Queue Transfer

A toggle option to restrict queue transfers within the campaign only, allowing transfers only to the inbound queues that have been selected in the campaign. This ensures that agents can only transfer calls to the specific queues assigned to the campaign, enhancing control and organization within the campaign.

"Enable"

Enable External Transfer

A toggle option to allow external transfers to numbers outside of the campaign.

"Enable"

Allow Campaign Switch

Toggle to allow agents to switch between campaigns during operation.

"Enable"

Enable Outbound Skill-Based Routing

Toggle to enable routing calls based on agent skills.

• *Note:TheOutbound Skill-Based Routingtoggle can only be enabled when theAgent Wise Lead toggleis disabled and In order to enableOutbound Skill-Based Routing**, you first need to select an active lead list.

"Enable"

SMS Template (Outgoing Received Call - Caller)

Select an SMS template to be sent to the caller after receiving their call.

Note: The SMS template must be configured with the DIALER -(OUTGOING RECEIVED CALL (TO CALLER)) trigger in Template Management.

"Thank you for calling - Template A"

SMS Template (Outgoing Missed Call - Caller)

Select an SMS template to be sent to the caller if the call is missed.

Note: The SMS template must be configured with the DIALER -(OUTGOING MISSED CALL (TO CALLER)) trigger in Template Management.

"You missed a call from us"

Music On Hold

Select a recording to play while the caller is on hold

"Classical Music Track A"

Enable Messaging

Toggle to enable outbound messaging capabilities (Interactions) for the campaign.

"Enable"

Enable WhatsApp

Toggle to enable WhatsApp SMS triggers.

"Enable"

WhatsApp Template (Outgoing Received Call - Caller)

Select the WhatsApp message template to send after receiving the caller's message.

Note: The SMS template must be configured with the DIALER - (OUTGOING RECEIVED CALL (TO CALLER)) trigger in Template Management, with the WhatsApp toggle enabled.

"Thanks for contacting us"

WhatsApp Template (Outgoing Missed Call - Caller)

Select the WhatsApp SMS template that will be sent to the caller when the call is missed by the customer.

Note: The SMS template must be configured with the DIALER - (OUTGOING MISSED CALL (TO CALLER)) trigger in Template Management, with the WhatsApp toggle enabled.

"You missed a call from us"

Enable Video Call

Toggle to enable video calling capability.

"Enable"

Video Call Template (Send WhatsApp - Lead number)

Select a WhatsApp template to send to the lead number for a video call.

Note: The SMS template must be configured with the DIALER -(VIDEO CALL(TO LEAD NUMBER)) trigger in Template Management, with the WhatsApp toggle enabled.

"Join our Video Call - Winter Promo"

Video Call Template (Send SMS - Lead number)

Select an SMS template to send to the lead number for a video call.

Note: The SMS template must be configured with the DIALER -(VIDEO CALL(TO LEAD NUMBER)) trigger in Template Management.

"Join our Video Call - Winter Promo"

Outbound Announcement Recording

Choose a pre-recorded outbound announcement to be played during the campaign.

"Holiday Offer Announcement"

Enable Feedback Recording

Toggle to enable feedback recording after a call ends.

"Enable"

Agent Call Patch Music

Choose the recording that will be played when the call is patched to the agent. This recording could include a greeting or a pre-recorded message informing the agent about the call, or it could be a brief announcement that prepares the agent for the call.

"You are now connected to the customer"

Feedback Recording

Select the feedback recording that will be played after the call ends for the caller to provide feedback.

"Feedback Request "

CSAT Survey

Select the feedback CSAT (Customer Satisfaction) Survey that will be sent to the customer after the call.

Please rate your experience:

• *Press 1** for Satisfied
• *Press 5** for Not Satisfied

Screen Pop-Up URL

After enabling theScreen Pop-Up toggle, you can enter the desired URL in the Screen Pop-Up URL field. This URL will automatically open in a new tab in the browser.

companysupport.com/leadnumber/name

Auto dispose schedule callback

Automatically disposes of calls marked as missed, busy, or similar outcomes in the Ratio Dialing Method, ensuring efficient call handling and reducing manual effort by agents.

"Not Answered" or "Busy"

Manual Dial Settings

Allows you to configure manual dialing options. There are three options in the dropdown:

• *Disable Manual Dial**: Disables manual dialing.
• *Enable Manual Dial**: Enables manual dialing for all agents.
• *Agent Wise Manual Dial**: Enables manual dialing for specific agents

Enable Manual Dial, Agent Wise Manual Dial

Manual Lead List

A dropdown to select a lead list for manual dialing. This option is available only if Manual Dial Settings is set to Enable Manual Dial or Agent Wise Manual Dial. If disabled, this field disappears.

Customer Leads List, Sales Leads List

Webform Settings

Allows you to configure webform usage in the campaign. There are three options in the dropdown: 1.Disable Webform: Disables webform usage. 2.Enable Webform: Enables webform usage for all agents. 3.Enforce Webform: Requires agents to fill out a webform for every call.

Disable Webform, Enable Webform, Enforce Webform

Web Forms

A dropdown to select a web form for the campaign. This field disappears if Webform Settings is set to Disable Webform.

Contact Form, Lead Form