Campaign Settings

overview campaign settings refer to the core set of configurable parameters that dictate the operational behavior, capacity, and service performance of a specific voice campaign (such as inbound, outbound, or predictive) these settings are crucial for establishing system constraints, managing customer interactions, and defining the logic for call identification and routing based on time and service levels key benefits capacity control limits the maximum number of simultaneous calls (peak call count) to prevent network congestion or overburdening agents branding & call identification ensures accurate identification of the caller by setting a fixed or dynamic caller id (did number) for outbound calls service level adherence defines the sla threshold (service level agreement) to measure the quality of service for inbound calls regulatory compliance uses time zone mapper type settings to restrict dialing based on a customer's local time zone, aiding compliance dialing discipline manages efficient resource usage by ensuring disconnected calls are properly terminated via dial on timeout functionality campaign settings house the following specific parameters peak call count the maximum number of simultaneous calls allowed within the campaign controls campaign capacity and maximum throughput, especially during peak hours caller id the did (destination phone) number displayed as the calling party id for outbound communications facilitates call identification; defaults to "nodid" if not configured max callback count the maximum number of callbacks a user is permitted to schedule or execute limits callback attempts per user to manage follow up strategies mapper types lead based campaign time zone mapper in this case, the time zone of the customer is explicitly specified from the time zone data included within the lead settings default campaign time zone mapper the customer's time zone is determined directly from the customer data the system uses the time zone information from the column designated for time zone mapping within the campaign configuration phone pattern based campaign time zone mapper this is a method related to number management in the system it allows the mapping of a country code and area code to a specific time zone all numbers matching that country code and area code will be dialed according to the defined time zone restriction or criteria dial on timeout (in secs) defines the maximum time (in seconds) the dialer will attempt to connect a call before automatically disconnecting if the customer is not connected automatically disconnects calls that fail to connect within the specified duration, freeing up system resources sla threshold (in secs) the target duration (in seconds) within which inbound calls should ideally be answered provides the benchmark for service level agreement calculation ; default value is 20 seconds prerequisites campaign creation these parameters can only be configured after an interactive voice application (inbound) or outbound campaign (outbound, predictive, voice blast) has been successfully created time zone data (for mapping) for lead based mapping, the customer's time zone must be specified within the lead data for phone pattern/state mapping, country/area codes or state data must be mapped to a time zone usage instructions campaign settings are configured in the general settings section of a campaign's administrative settings access campaign settings navigate to the process tab in the administrator/voice admin console select the target voice campaign open general settings click the settings tab, then the general settings sub tab configure parameters locate the campaign settings section and provide the values enter the numerical limit for peak call count enter the did number for call id (caller id) select the time zone mapper type (lead based, default, phone pattern, or state based) to define how dialing restrictions are applied enter the maximum value in seconds for max callback count enter the disconnection time in seconds for dial on timeout (in secs) enter the service time limit in seconds for the sla threshold (in secs) save changes click the apply button to save and activate the new settings