Introduction

This guide provides the steps to create several types of campaigns including Voice Inbound campaigns, Voice Outbound campaigns, SMS campaigns, and Digital Webchat campaigns.

Prerequisites

• Agents must already be created to be use in the campaign
• Pause Reasons and Dispositions must be created
• Skills must be created first so they can be assigned to the IVR Flow and allow the campaign to utilize the skill
• You must have a specific IVR flow created to be used in your campaign
• An available unique campaign ID must be created before creating a new campaign

How to Build a Voice Inbound Campaign

1. From Navigation Pane, select Campaigns and then select the “Inbound” tab.
2. Select “Create Campaign”

3. Complete the following Basic Settings fields:

• Campaign Name: a unique identifier for this specific campaign
• Campaign Type: Choose the “InBound” option
• DID: assign the campaign a Campaign ID/DID from one of the available numbers

4. Select “Next”

5. Complete the following REQUIRED General Information fields:

NOTE: TheURL to Push and ScreenPop URL options are for integrating with your company’s CRM. To utilize this feature, please contact your account representative.

• Disposition Type: Select Toolbar if your agents are going to enter a disposition at the end of a call. If dispositions are enabled (Toolbar), this will give a wrap-up time to the agent at the end of each call. Select None to remove dispositions from the agent’s view.
• Dispositions: Add appropriate end call dispositions to be used for this campaign. 
• Record: Select one of the record options
• IVR Flow: Select the previously created IVR flow
• Campaign Settings: If you are allowing your agents to use this campaign for an outbound call, select the “Allow Manual Dialing” option. 

NOTE: Internal agent to agent calling is typically built in its own campaign.

6. Select “Next.”
7. Add Skills that correspond with this campaign/IVR Flow
8. If you are going to allow the agent to transfer the call to another skill, select “Use for Skill Transfers” option. Select the skills that the agent can transfer calls to.
9. Select “Next.”

10. The Script field can be left blank and select “Save.”
11. In the Campaigns list page, select the Stop/Start toggle to start the campaign.

How to Build a Voice Outbound Campaign

1. From Navigation Pane, select “Campaigns” and then select the “Outbound” tab.
2. Select “Create Campaign”

3. Complete the following Basic Settings fields:

• Campaign Name: a unique identifier for this specific campaign
• Campaign Type: Choose the appropriate option for this campaign
  • Preview: the agent can see the number in the dialer to dial the call or skip the dialer for auto-outbound calls.
  • Progressive: calls are placed automatically for outbound calls.
  • IVR: Interactive voice response, or IVR, is an automated telephone system that combines pre-recorded messages or text-to-speech technology interface to engage callers, allowing them to provide and access information without a live agent.
  • Predictive: calls are placed automatically for outbound calls.
• DID: assign the campaign a Campaign ID/DID from one of the available numbers
• Dial Method: Choose how dialing is distributed: AgentWise, NonAgentWise, or Skill-wise. 
  • AgentWise: the dialer assigns calls specifically per agent. Each agent has their own calling list or lead pool.
  • NonAgentWise: the dialer calls from a shared list, not tied to any specific agent.
  • Skill-wise: the dialer uses skill-based routing to determine which agents should get calls from specific lists or campaigns.

4. Select “Next”
5. Complete the following required General Information fields:

NOTE: TheURL to Push and ScreenPop URL options are for integrating with your company’s CRM. To utilize this feature, please contact your account representative.

• Disposition Type: Select Toolbar if your agents are going to enter a disposition at the end of a call. If dispositions are enabled (Toolbar), this will give a wrap-up time to the agent at the end of each call. Select None to remove dispositions from the agent’s view.
• Dispositions: Add appropriate end call dispositions to be used for this campaign. 
• Number of Tries: maximum number of attempts per contact
• Record: Select one of the record options
• Run Time: Time range for when the campaign is active
• Priority: the campaign level for the campaign, used for when an agent is in more than one campaign.
• Dial Interval: Time delay between dialing each contact record
• Customer Ringing Time: how long the call will ring before hanging up
• Mapping Name: This field is used to add the headers from an Excel sheet. These headers will be displayed on the agent's screen. You can utilize the provided sample file for upload. The sheet exclusively includes header names, which should be added in Column A. Both .xlsx and .csv formats are supported for uploading the data. 
• Campaign Settings: none of these options are required for an outbound campaign, however if you have any questions about these settings, please contact support for assistance.

6. Select “Next.”
7. Add Skills that correspond with this campaign.
8. If you are going to allow the agent to transfer the call to another skill, select “Use for Skill Transfers” option. Select the skills that the agent can transfer calls to.

9. Select “Next.”
10. The Script field can be left blank and select “Save.”
11. In the Campaigns list page, scroll over to the right and select the ellipses and select “Add Data.” 

12. In the Add Campaign Data window, upload your numbers according to the Mapping Columns you created in the Mapping Name step.
13. Select “Save.”

12. To start the campaign, select the Stop/Start toggle to “Start.”

How to Build a Digital SMS Campaign

Prerequisites

To setup SMS Campaigns, there are a few pre-requisites that need to be completed for a successful deployment:

• Identify the SMS numbers that are needed in a CX SMS campaign
• The phone numbers need to be approved and added to 10DLC/Campaign registry
• Ensure the following Roles are set:
  • Role_SMS_Chat
  • Role_SMS

Step 1: Configure Netsapiens

Once the phone numbers are approved, add the numbers to your Netsapiens platform and add to the account/Domain:

1. Log into the domain
2. Create a user with an Office Manager scope

• Name the user: CXSMS Collector
• Extension: 8888

3. Once saved, click on the Inventory tab
4. Click on the SMS Numbers tab
5. Click on “Add SMS Number.”

• Add number in 1Number format (i.e. +14801234567)
• Set the Treatment to “User”
• Set User to the user you created above (8888), click “Save”

Step 2: Create the Appropriate Agent Skills for Each IVR/Campaign Needed

1. Within the navigation pane, select “Admin”, select “Configurations”, and select “Skills.”
2. Select “New Skill.”

• Name the Skill - SMS_number (i.e. SMS_14801234567)
• Add Agents to the new skill

Step 3: Create the IVR Flow

1. Within the navigation pane, select “Admin”, select “Configurations”, and select “IVR Flows.”
2. Select “New IVR Flow.” 

• Name the IVR (i.e. SMS_14801234567)
• Choose the Flow Type - “ICR-V2”
• Select “Save”

3. Select the “Design” link to edit the IVR Flow
4. The next step is designing the SMS “Chat Flow.” You can add the action modules needed. For a simple setup:

• Add “Connect to Agent” module
  • Select the skill associated with this IVR/Campaign being created
  • Connect the “Start” module to the “Connect” to “Agent Flow.”
  • Select the  icon and close.

Step 4: Create the SMS Campaign

1. Click on Campaigns
2. Select the Settings tab

• Enter the campaign name (i.e. SMS_14801234567)
• Choose the Campaign Type: Chat
• Choose the Campaign Identifier: +1number (i.e. the SMS phone number in +1number format i.e. +14801234567)
• Choose the Dynamic Identifier: +number (i.e. the same number above, adds number to the accounts SMS DID List, also allows for multiple SMS numbers to be assigned to Campaign)

3. Select the General Info Tab

• Select the number of concurrent chats (per agent)
• Select the dispositions needed
• Select the wrap-up time needed
• Select the Disposition Type: Toolbar
• Select the IVR Flow: Choose the corresponding Chat IVR Flow created above

4. Select the Skills Tab

• Add the skills part of the IVR Flow
• Select the “Use for Skill Transfers” - add the skills you would like the agent to be able to transfer to (chat skill)

5. Select Save
6. Once the campaign is saved, click on the SMS Campaign again and select “Edit”

• Toggle on the “SMS” Module
• Select the SMS icon
• Enter the SMS DID in +1number~netsapiens format (i.e. +14801234567~netsapiens)
• Select “Save."

7. Enable the campaign by toggling the Stop/Start option to “Start.”

How to Build a Digital Webchat Campaign

Prerequisites:

• The following roles must be assigned to the domain’s Plan:
  • Role_Chat
  • RoleSMS_Chat
• A campaign ID must be created before creating a digital campaign

Procedure:

1. Within the navigation pane, select “Admin”, select “Configurations”, and select “Skills.”
2. Select “New Skill.”

• Name the Skill - webchat
• Add Agents to the new skill

3. From the navigation pane, select Admin, select Configuration, and select IVR Flows.
4. Select New IVR Flow at the top right side of the screen.
5. Fill in the required boxes

• Flow Name: name your flow appropriately (webchaticr)
• Choose the Flow Type: ICR-V2
• Select “Save.”

6. Locate the new IVR Flow and select “Design” under the Actions column. 

7. Create a webchat IVR flow with the desired outcomes for the webchat. The Settings section of the IVR flow will allow you to brand your webchat and other unique features.
8. Within the settings tab, copy the Widget Script and send it to the domain’s web admin to add the chat widget to their webpage. 

9. From the navigation pane, select “Campaigns.”

10. Select “Create Campaign” and fill out the following Basic Settings

• Campaign Name: a unique identifier for the campaign
• Campaign Type: Select Chat
• Campaign Identifier: a unique identifier for the campaign such as a DID.
• Select “Next.”

11. Complete the following REQUIRED General Information fields:

NOTE: The URL to Push and ScreenPop URL options are for integrating with your company’s CRM. To utilize this feature, please contact your account representative.

• Concurrent Chats: the number of chats an agent can be engaged in at a time from that campaign.
• Disposition Type: Select Toolbar if your agents are going to enter a disposition at the end of a chat. If dispositions are enabled (Toolbar), this will give a wrap-up time to the agent at the end of each chat. Select None to remove dispositions from the agent’s view.
• Dispositions: Add appropriate end chat dispositions to be used for this campaign. 
• IVR Flow: Select the previously created IVR flow
• Select “Next”

12. Add appropriate skills to the campaign. Optionally, add any transfer skill options that you want the agents to be able to transfer the chat to.
13. Select “Save” to finish and toggle the Stop/Start button to Start when ready.