Call Campaign

the call campaigns feature enables campaign managers to run large scale call campaigns for up to 5 lakh contacts it includes capabilities such as dynamic greetings and ivr creation, retry policies, campaign level reports and inbox, contact lists, throttling controls, and the ability to mark an ongoing campaign as completed call campaigns currently supports call campaigns; auto dialer and sms campaigns will be supported soon key benefits dynamic greeting & ivr — create dynamic greetings and simple ivrs directly from the create campaign page retry functionality — support for up to three retries per number, in linear or exponential mode campaign level reports — download campaign reports after completion mark as completed — pause then mark a campaign completed to stop further dialing; reports remain available lists & contacts — built in address book (lists & contacts) each list can contain up to 1 lakh contacts; up to 5 lists can be selected in a campaign campaign & call details — dedicated views for campaign summary, real time stats, and call level inbox dashboard ↔ api parity — campaigns, contacts, and lists created via api are available in the dashboard and vice versa accessing call campaigns from the dashboard left hand panel, go to tools → campaigns > call (tab) create a call campaign click create call campaign on the call campaigns home page the create flow collects campaign level settings and content required inputs campaign name (min 3 characters) call type — static or dynamic content selection — text, flow, or ivr start and end date/time caller id (exophone) retry settings (count, interval, mechanism, retry on statuses) call type (transactional by default) duplicate number behavior optional per campaign throttle (auto or custom cpm) call type and audience lists static use when the same content plays to all contacts select up to 5 saved lists dynamic use when content varies per contact upload one csv (up to 5 lakh contacts, max 70 mb ) with up to 10 variables the first column must be number (phone numbers) indian numbers country code optional; international numbers country code mandatory csv variable mapping place @@ in the content textbox to list available csv column headers for mapping this works for dynamic text content and dynamic ivr prompts content options type text — enter the message text to be played static content is fixed; dynamic content can include variables mapped from the csv select a flow — choose a pre built flow from the app bazaar that contains the call content create an ivr — build a simple ivr inline configure menu prompts, number of repeats for no input situations (default repeat after 5 seconds), and the dtmf mapping caller id select the exophone number that will appear on recipient phones as the caller id scheduling start date & time must be at least the minimum lead time (default trigger delay up to 2 minutes) cannot be earlier than the current time end date & time optional; defaults to 30 days after the start minimum end time is 2 minutes after start retry settings number of retries 0–3 (default 0) retry interval (mins) required when retries > 0 retry mechanism linear (equal spacing) or exponential (doubling intervals) example with 15 min base linear 15, 15, 15 exponential 15, 30, 60 retry on statuses define which call outcomes count as unsuccessful (e g , busy , no answer , failed ) default call type is transactional for call campaigns use the duplicate number toggle to allow or prevent calling the same number multiple times across lists campaign throttling (per account and per campaign) call campaigns includes both a campaign level throttle (account wide) and per campaign throttle (customizable per campaign) campaign level throttle visible in tools → campaigns → settings default 60 cpm (calls per minute) can be increased up to 200 cpm via the settings page to request a value beyond 200 cpm, contact your account manager per campaign throttle configure while creating a campaign two modes are available auto (default) the account level cpm is evenly divided among active campaigns example 100 cpm and 4 active campaigns in auto → 25 cpm each custom assign a specific cpm value to the campaign within the allowed range important the sum of active campaigns' cpm must remain below the account campaign level throttle choose custom cpm carefully if you allocate all available cpm to running campaigns, you may be unable to schedule additional campaigns until cpm frees up you can view a campaign's cpm and mode under the campaign details tab finalise campaign creation click create call campaign to save and schedule the campaign a confirmation banner appears and the campaign displays in the campaigns list campaign list & actions the call campaigns landing page lists all call campaigns with columns such as campaign name, campaign type, schedule time, status, and performance action menu available per campaign (state dependent) pause — stop further dialing (applicable to scheduled and in progress campaigns) resume — resume dialing remaining numbers (paused campaigns only) complete — mark paused campaign as completed; remaining numbers become failed noattempt archive — move completed or scheduled campaigns into archive (read only) download — download completed campaign reports (available 2 hours after completion) tools filter by status, search by campaign name (min 3 characters), and sort by campaign name or schedule time performance overview campaign performance shows three high level statuses completed , failed , and scheduled hover interactions break these down further failed → failed, failed dnd, failed balance, invalid scheduled → scheduled, in progress, retry, retrying campaign summary & stats click an individual campaign to open the summary/stats page the page is split into two sections campaign level metadata and number level call details campaign details provides an overview of all campaign level settings and identifiers contact lists used configured call flow or ivr start time and end time caller id call type and duplicate number setting number of retries, retry interval, and retry mechanism per campaign cpm and mode campaign stats real time number level statistics (refresh icon updates data; up to 5 minute delay) possible states scheduled — queued for dialing in progress — currently calling/connected and executing call flow retry — added for retry after an unsuccessful attempt retrying — equivalent to in progress while retry attempt runs failed — invalid or unreachable numbers failed dnd — number blocked due to ndnc registry failed balance — not dialed due to low account balance failed no attempt — not dialed because campaign completed or timeout (30 day max) completed — successfully connected and executed call flow invalid — unknown or malformed number states view campaign call details this view lists every call made as part of a campaign each row includes contact name (if present in contacts) date created call status and detailed status call duration dtmf selection (if any) call recording (link) action menu includes call start/end times, direction, and call sid search by number (min 3 characters) filter by call status sort by created date call statuses include completed , failed , no answer , busy notes for implementation and troubleshooting campaign reports become available for download 2 hours after the campaign completes default account level throttling is designed to balance reliability and operator limits; adjust cautiously and coordinate with your account manager for large increases for large lists, validate csv formatting and run a test campaign on a small subset before full launch is it possible to pause a campaign? unfortunately, not possible right now without human intervention! however, if there are any scheduled calls in the campaign you will be able to pause the campaign only for the scheduled ones for example, if you have run the campaign to 100 numbers and 70 are still in a scheduled state, you will have an option to pause the campaign as shown below however, if the count of the scheduled numbers is 0, you will not be able to pause the campaign in case you would want to stop the campaign if it is very necessary, we would recommend that you delete the campaign please note that once you delete the campaign, the details of that campaign will not be available on the dashboard