Creating a campaign is a very straightforward process. As is common across the entire Fenero Manager interface, you simply select the appropriate app (Campaigns) and select 'New Campaign' located on the right side of the campaign page below the filters.
This will bring up the campaign editing screen as shown below. The same screen is used to edit campaigns, which is available by clicking Edit located on the right-hand side of the screen on the campaign filtering screen.
Overview of the General tab in campaign settings
As shown in the previous screen, the first tab that appears on the Campaign add or edit screen is the General tab. This contains all of the basic settings required for both inbound or outbound campaigns.
Campaign Name: Enter a name for your new campaign.
Campaign Description: Enter a friendly description for the campaign.
Campaign Type: Specify whether your campaign should be inbound or outbound.
Call Routing Method: Select how you'd like outbound auto-dialed calls by the dialer to be routed to the next available agent.
Note: Inbound calls to an ACD queue will have the inbound call routing method specified within the ACD queue settings. The call routing method on the ACD Queue will override the call routing method on the campaign for incoming calls to the queue.
Caller ID for Outgoing Calls: Enter a 10-digit number that you would like to display as the caller ID when outbound calls are made from this campaign.
Launch When a Call Arrives: Select the action you would like the agent interface to perform when a call is sent to an agent's desktop.
Launch URL: URL to launch when a call is sent to an agent if Launch When a Call Arrives is set to 'Automatically pop-up a URL'. The URL MUST include the protocol. example: http://fenero.com
Launch Script: Script to launch when a call is sent to an agent, if Launch When a Call Arrives is set to 'Display built-in script'. You must first create the script using the 'Scripts & Filters' application before it becomes available in this drop-down.
Start Call Get/POST: Optionally launch a URL silently and pass all the call data in Fenero to the URL at the beginning of the call.
End Call Get/POST: Optionally launch a URL silently and pass all the call data in Fenero to the URL at the end of the call.
CRM Launch: Determines whether or not to open a CRM URL as soon as your agents log in.
CRM URL: Specify the CRM URL to open automatically as soon as your agent logs into Fenero Agent, if CRM Launch is set to 'Open CRM URL in New Window'.
Music-on-hold: Select the Music-on-hold to apply to this campaign. (To use custom Music-on-hold files, you must first create the custom music on hold object within the 'Music on hold' tab of the 'Prompts & Messages' application)
Pause Codes: Specify whether agents are required to select a pause reason when going into pause. (The Pause Codes are created in the 'Pause Codes' tab of the campaign)
Call Recordings: Specify whether the campaign should automatically record calls or allow agents to choose.
Call Recordings File Name: Specify your desired call recording file-name format.
Screen Recordings: Enable or disable the recording of the agents desktop activity while on an active call. (Requires Java)
Wrap Alert Seconds: Number of seconds the agent has to disposition a call. (Default is 0, no time limit)
Wrap Message: The message to display to the agent when they exceed the wrap time (time taken to disposition the call)
Dispo When Caller hangs Up: Present the agent with the disposition screen as soon as the customer hangs up.
Dispo When End call Pressed: Present the agent with the disposition screen as soon as 'End Call' is pressed.
Custom & System Dispositions: Determine whether to use only custom dispositions or both custom and system dispositions.
Active: Disable or Enable the campaign
Managing outbound Hours of operations
The Hours tab of the campaign is used to specify the campaigns outbound hours of operations. Here select your time zone and specify the hours you'd like to reach out to your prospects. If your hours are the same every day, use the 'Same time every day' checkbox to save time.
Note: the time specified here represents the lead/prospects time. In the example below the dialer will not dial any lead before 6 AM or after 6 PM; the leads time. (Fenero has the ability to determine the leads time zone based on the leads area code)
Managing Inbound settings using the Queues tab
Once you have specified the campaign's general settings, select the Queues tab to control the inbound specific settings for your campaign.
Allowed Inbound Queues: Select one or more inbound ACD queues that should be handled by agents logged in to this campaign. Please note that only ACD Queues that have already been created will appear in the list.
Allowed Transfer Queues: Select one or more ACD Queues that agents are allowed to transfer calls to from this campaign.
Allow Inbound Emails: Select the appropriate option here to allow agents logged in to this campaign to handle email queues.
Allow Live Chat: Select the appropriate option here to allow agents logged in to this campaign to handle Live Chat queues
Primary Transfer Queue: Determines the ACD queue that will be selected by default when agents try to transfer calls.
Inbound Queue Priority: Determines how the campaign will treat inbound calls vs outbound calls.
Inbound Queue Dialing: Allow or disallow outbound calls while inbound calls are waiting in the queue.
Show Calls in Queue Count: Allows you to select whether the number of inbound calls in queue appears in the agent interface.
Show Calls in Queue Details: Allows you to select whether the details of inbound calls in queue appears in the agent interface.
Allow Grabbing calls In Queue: Allows you to select whether agents have the ability to manually grab calls in the queue from the agent interface.
Configuring your campaigns to support outbound dialing is simple. On the General tab, make sure your campaign's type is set to one of the supported outbound options. Once completed, use the Dialer tab to specify how you would like to configure your outbound campaign. Click here to access the article that covers these two tabs.
Fenero supports both system and custom dispositions. The Dispositions tab of the campaign allows you to manage all dispositions for all outbound calls made through this campaign. Click here to access the article that covers the Dispositions tab.
Controlling not-ready reasons using the Pause Codes tab
The Pause codes allow you to specify a list of reasons your agents may be unable to take calls. If this setting is turned on in the general settings for your campaign, you can use the Pause Codes tab to manage these reasons.
The Survey tab allows you to setup outbound campaigns which do not require any agents to be logged in. Not only can you perform actual phone surveys using this feature, but you can also setup broadcast auto-dial as well, routing to an agent only if the caller has opted to do so. Click here to access the article that covers Broadcast/Survey campaigns.