Add or Edit a Campaign

To create a new campaign, click the Add Campaign button in the top right corner. The Add New Campaign modal will show the configuration options. To edit a campaign, click the Edit icon next to the campaign.

Campaign Settings

1. General 

Campaigns are based on existing CRM reports (see the Admin Guide on Creating a Source Report). Choose a source report to create the campaign.

Note: Conquer Voice Campaigns support Salesforce "Formula Fields" but not "Row Level Formulas." Source reports must have fewer than 500,000 records.

After selecting a report, map its columns to campaign fields:

• Object ID Field - Unique identifier for CRM object lookups. Invalid IDs will trigger an "Invalid Object ID Detected" message.
• Phone Field(s) - Up to 10 phone fields for campaign records.
• Name Field(s) - Fields for record names.

After mapping, choose to enable or disable:

• Enable Skill Group Filtering - Route records to a Skill Group. Requires a support request to Conquer Development.
• Make Records Available Based On Zip Code  - Select a zip code field for time zone adjustments.
• Record Owner Distribution - Show only records owned by agents.
• Record Owner ID Field - Map this field if Record Owner Distribution is enabled.
• Preserve Report Order - Follow the source report order, skipping previously dispositioned records until the Do Not Call (DNC) time expires.
• Skip Recycle Time - Configure DNC time for skipped records if Preserve Report Order is enabled.

Note: Skipped records in a Campaign with Preserve Report Order will not be eligible to dial until the Skip Recycle Time expires.

• Refresh Interval - Adjust the refresh interval for the campaign if needed (see the DS Management Settings Guide for details).

2. Assign Campaign

This screen is used to assign the campaign to individual Agents or Agent Groups.

3. Voice Settings

The Voice Settings consist of the options agents will see in Conquer Voice:

• Disposition Group - assign a predefined group of dispositions to the campaign. See the DS Management Settings guide to set up Disposition Groups.
• Include Un-dialable Numbers - Allows Campaigns to present records with invalid numbers. When an agent clicks the Dial button, they will be presented with a message stating that the phone number is not valid.
• Disable Skip Record - Toggling this feature on will disable the Skip button when a user is active in Campaigns. If the feature is enabled at the Campaign level, the button will be disabled only when dialing at the Campaign level. If the feature is enabled at the Campaign Schedule level, the button will be disabled only when dialing at the Campaign Schedule level. So keep this in mind when assigning users to a Campaign or Campaign Schedule. 
  Note: Disable Skip Record can be dangerous if paired with Include Undialable as it may give an agent no way to proceed. Please ensure Disposition Without Dial is enabled if you intend to use this feature with Include Undialable.
• Priority - Determines the order in which campaigns appear in Conquer Voice. Enter a number between 0-100. Campaigns with higher values will be displayed first.
• Preview Auto - Sets a Campaign to automatically dial a presented record after the Prep Time has elapsed. Prep Time is measured in seconds and can range from 0 seconds to 120 seconds.
  • Prep Time - Prep Time counts down in the background, including while pages are loading, so we recommend at least 5 seconds of Prep Time for Campaigns that utilize the Preview Auto feature.

4. Call Routing

Call Routing provides the ability to set the number that will display to the prospect (the caller-id), along with setting the callback routes for that Regional ID.

Choose a Display Number option:

• Default – displays the Agent’s Caller ID. If the agent has no Caller ID assigned, prospects will see the Account Caller ID.
• Caller ID – displays a chosen Caller ID number. More details in the Conquer Voice Caller ID and Return Number Guide
• Regional ID – displays a number within the area code of the prospect’s region. * This option can cause numbers to be flagged as spam.
  If Regional ID is chosen, set one of the two call return routing options:
  • Route Callbacks To the Agent Return Number - This will route the callback to the return number assigned to the agent.
  • Campaign Return Number - Provides the option to add a Campaign Return Number (general number assigned to the campaign)

5. Calling Time

Setting the Calling Time will set the Start Time and End Time of the campaign. By default, the Start Time will be set at 8:00 AM and the End Time will be set at 6:00 PM. If the Start Time and End Time is not set on campaign creation, it will be created with the default time. The campaign times use the time zone of the prospect’s phone number.

Once you’ve configured all the settings for the campaign, click Create to add the new campaign to the campaigns list.