Create and Manage a Campaign Group

This article describes how to set up a campaign group. For general information about campaign templates and how they fit into the overall campaign structure, refer to the Campaign Structure and Terminology page.

Create a Campaign Group

To get started, go to the Campaigns page and click New -> Campaign Group.

To begin, specify the following:

• Campaign Template
• One or more Contact Lists- Select at least one contact list for the campaign group.
• Destination DN
• Caller ID Number (Note: You can set the global Caller ID number on the Settings page.)
• Agent Group

Now, define the rules and options on each of the following tabs (Note: Clicking these links will direct you to a separate page in this manual):

• General tab - specify general information about the campaign group.
• Dialing tab - select a dialing mode or IVR mode, pacing options, optimization parameters, and campaign time constraints.
• List Options tab - assign a weight to each contact list in the campaign group.
• Treatment tab - specify call delivery options and retry options for the campaign group.
• Compliance tab - specify compliance parameters.
• Advanced tab - enable advanced pacing and dialing features.

Once it's created, the campaign group and its contact lists appear on the campaigns dashboard.

Edit a Campaign Group

To edit a campaign group, go to the campaigns dashboard and click the name of the campaign group to open and edit its properties.

Edit Settings for Active Campaign Groups

In most cases, you can edit a campaign group setting while the campaign group is running. In some cases, however, a setting cannot be changed, or it can be changed only if you first pause the campaign group, make the necessary changes, and then resume the campaign group.

The table below lists each campaign group setting and the condition under which each setting can be changed.

[+] Show table

Tab	Setting	While Campaign Group is Running	Stop/Resume Campaign Group	No Changes Allowed
General Tab	Campaign Template		•
	Agent Group		•
	Contact List	•
	Destination DN		•
	Caller ID Number	•
	Filtering Criteria	•
	Attempt Rules and Location Rules	•
	Contact Suppression Lists	•
	Labels	•
	Contact Order	•
	Timezone Source	•
	List Reset Options	•
Dialing Tab	IVR Modes - Switch between On and Off			•
	Dialing Mode - Change Predictive to Progressive	•
	Change Predictive or Progressive to Push/Pull Preview		•
	Change Predictive IVR to Progressive IVR or Power IVR	•
	Change Predictive IVR or Progressive IVR to Push/Pull Preview Dialing		•
	Optimization Parameters and Goals	•
	IVR Port Assignment	•
	Change between Predictive with Seizing and Progressive with Seizing		•
	Small Group Mode	•
	Constrain Start and End Time	•
List Options Tab	Change List Weights	•
Treatment Tab	All Delivery Options	•
	All Retry Options	•
Compliance Tab	Abandon Rate - switch between Predictive and Progressive	•
Advanced Tab	Advanced Options (add, edit, delete)	•
	Answer Type Recognition	•
	Timeguard Timeout	•
	Minimum and Optimum Buffer	•
	Average Inbound and Outbound Call Duration	•
	Inbound Rate	•
	Ignore very long calls	•
	Reserve Agents for Inbound	•

Delete a Campaign Group

To delete a campaign group, go to the campaigns dashboard, click the More Actions menu (displays as an Ellipsis) displayed next to the campaign group and select the Delete Campaign Group option.

Start a Campaign Group in a Paused State

If, after creating the campaign group, you don't want to begin dialing immediately, you can put the campaign group in a paused state and then manually start the campaign group at a later time.

To do this, check Start Paused from the New Campaign Group page.

Automatically Complete a Campaign Group Upon Record Depletion

In the event all contact list records have been attempted and retry parameters depleted, CX Contact will automatically stop the campaign group and send a toast notification to all affected agents to advise that the campaign has been unloaded.

To enable this, check Complete if no more records on the New Campaign Group page.

When you're finished, select Create or Create and Run.

Important

This option is only available for campaign groups that are not currently running. If you want to apply this option to a campaign group that is currently running, you must first stop the campaign group, select this option, and then resume the campaign group.

Related Topics

• Create a Campaign Template
• Create a Dialing Profile
• Campaign Structure and Terminology