Overview

Outbound campaign data must be maintained regularly to ensure that the correct contacts are available for dialing. An authorized sub-admin can add new numbers, download campaign records, reset selected records, permanently remove selected records, clear all active campaign data, and upload a replacement dataset.

This guide explains how to:

• Download campaign data as a backup
• Prepare an upload file
• Add new numbers to an existing campaign
• Filter and preview campaign records
• Reset selected records for additional dialing
• Delete selected numbers or records
• Delete all active campaign data while retaining the campaign
• Replace all campaign data with a new file
• Review campaign upload results

Understand the Two Delete Options

The Admin Portal contains two different Delete actions. Selecting the correct option is important.

Campaign Status Requirements

Some campaign maintenance options are available only when the campaign is in an appropriate status.

Before resetting, deleting, or replacing campaign records, stop the campaign and confirm that Reset Campaign is available.

Download Campaign Data

Download campaign data before performing a large reset, deletion, or replacement. The downloaded file can provide a backup of customer information and campaign results.

Download the Current Campaign Records

1. Sign in to the Crexendo Admin Portal.
2. Navigate to Campaigns.
3. Select the Outbound tab.
4. Locate the outbound campaign that contains the records.
5. Open the campaign action menu.
6. Select Download.
7. Save the exported file in an approved and secure location.
8. Open the downloaded file and verify that it contains the expected campaign data.

Prepare a Campaign Upload File

Campaign data can be uploaded using an XLSX or CSV file. The file must match the mapping assigned to the outbound campaign.

Upload File Requirements

• The file must use XLSX or CSV format.
• The file must match the campaign's selected mapping.
• The required PhoneNumber field must be included.
• PhoneNumber must use the exact capitalization shown because the field is case-sensitive.
• The values in the PhoneNumber field identify the numbers that the campaign will dial.

The mapping controls which customer fields are uploaded and made available to agents. Depending on the selected mapping, the file may also contain fields such as:

• Name
• Agent ID
• Skill
• Priority
• Custom fields

Validate the File Before Uploading

1. Review the columns included in the mapping. (Shown when selecting Upload Data)
2. Confirm that the upload file includes the expected columns.
3. Verify that PhoneNumber is present and correctly capitalized.
4. Review a sample of the phone numbers for accuracy.
5. Remove unintended blank rows or duplicate header rows.
6. Save a backup copy of the source file.

Add New Numbers to an Existing Campaign

Use Add Data to append new records to an existing campaign. This process does not automatically remove or replace records that are already present.

Upload Additional Campaign Data

1. Navigate to Campaigns.
2. Select the Outbound tab.
3. Locate the required campaign.
4. Open the campaign action menu.
5. Select Add Data.
6. Confirm that the displayed Campaign Name is correct.
7. Select or confirm the appropriate Mapping Name.
8. Review the displayed mapping columns.
9. Select Download Sample when a sample file is needed.
10. Under Upload File, select the prepared XLSX or CSV file.
11. Confirm that the selected file matches the campaign mapping.
12. Select Save.
13. Navigate to Campaigns > Upload Status.
14. Locate the upload and review its status and processing message.

Filter and Preview Campaign Records

Use Reset Campaign to identify the records that should be reset or deleted. Always preview the filtered results before selecting an action.

Available Filters

• From Date
• To Date
• Status
• Reason
• Disposition
• Priority

Use one or more filters when only part of the campaign data should be affected. Leave the filters at their default values when all eligible campaign records should be included.

Preview the Matching Records

1. Navigate to Campaigns > Outbound.
2. Locate the required campaign.
3. Confirm that the campaign is completed and stopped.
4. Open the campaign action menu.
5. Select Reset Campaign.
6. Enter the required filter values.
7. Select Preview Data.
8. Review the returned records carefully.
9. Confirm that the preview includes only the records intended for the next action.

Reset Selected Campaign Records

Resetting campaign records returns the selected records to fresh leads so they can be dialed again. Resetting does not remove the records from the campaign.

Reset Records

1. Open Reset Campaign.
2. Apply the required filters.
3. Select Preview Data.
4. Review the matching records.
5. Select Reset.
6. Submit the request.
7. Record the unique job ID displayed in the temporary status message.
8. Select the Report Status link when it is provided.
9. Confirm that the selected records are available as fresh leads before restarting the campaign.

Example: Reset Records with a Specific Disposition

1. Open Reset Campaign.
2. Select the required value in the Disposition filter.
3. Enter From Date and To Date values when the reset should apply only to a particular period.
4. Select Preview Data.
5. Verify that the correct records are displayed.
6. Select Reset.

Example: Reset Records by Status or Reason

1. Open Reset Campaign.
2. Select the required Status or Reason.
3. Add date, disposition, or priority filters when needed.
4. Select Preview Data.
5. Review the matching records.
6. Select Reset.

Delete Selected Numbers or Records

Use the Delete option inside Reset Campaign to permanently remove selected records from the active campaign data. Deleted records will not be dialed again unless they are uploaded again later.

Delete Filtered Records

1. Download the current campaign data when the record information or call results must be retained.
2. Confirm that the campaign is completed and stopped.
3. Open the campaign action menu.
4. Select Reset Campaign.
5. Apply filters to identify the records that should be removed.
6. Select Preview Data.
7. Review the matching records carefully.
8. Select Delete.
9. Submit the request.
10. Record the unique job ID displayed in the status message.
11. Select the Report Status link when it is provided.
12. Confirm that the deleted records are no longer present in the active campaign data.

Deleting records through Reset Campaign:

• Permanently removes the selected records from the active campaign dataset
• Prevents the records from being dialed again
• Leaves the outbound campaign in place
• Does not change the campaign status
• Does not remove historical reporting records

Delete All Active Campaign Data

To clear all active records while retaining the outbound campaign, open Reset Campaign and leave all filters at their default values.

Clear the Campaign Dataset

1. Stop and complete the campaign so that Reset Campaign becomes available.
2. Download the existing campaign data when any record details or call results must be retained.
3. Open the campaign action menu.
4. Select Reset Campaign.
5. Leave all filters at their default values.
6. Select Preview Data.
7. Confirm that the preview includes all campaign records intended for removal.
8. Select Delete.
9. Submit the request.
10. Record the unique job ID.
11. Review Report Status when a link is provided.
12. Confirm that the active campaign dataset has been cleared.

Deleting active campaign data through Reset Campaign does not remove historical reporting records.

Replace All Existing Data with Fresh Data

Replacing all campaign data requires two separate actions:

1. Delete the current active campaign records.
2. Upload the replacement dataset using Add Data.

Replace the Campaign Dataset

1. Stop and complete the outbound campaign.
2. Download the existing campaign records when they must be retained.
3. Prepare the replacement XLSX or CSV file.
4. Confirm that the replacement file matches the campaign mapping.
5. Verify that PhoneNumber is present and correctly capitalized.
6. Open Reset Campaign.
7. Leave the filters at their default values to include all campaign records.
8. Select Preview Data.
9. Review the records that will be removed.
10. Select Delete.
11. Submit the deletion request.
12. Record the job ID and review Report Status when available.
13. Confirm that the old active campaign data has been removed.
14. Return to the outbound campaign action menu.
15. Select Add Data.
16. Confirm the Campaign Name and Mapping Name.
17. Select the replacement XLSX or CSV file.
18. Select Save.
19. Navigate to Campaigns > Upload Status.
20. Confirm that the replacement file processed successfully.
21. Validate a sample of the new campaign records.
22. Restart the campaign only after the replacement data has been verified.

Review Campaign Upload Status

Use Upload Status to confirm whether the campaign file was processed successfully and whether any records failed.

Check an Upload

1. Navigate to Campaigns.
2. Select Upload Status.
3. Locate the upload using the available details, such as:
   • Campaign Name
   • Transaction ID
   • Start Time
   • Uploaded File
4. Review the following information:
   • Start Time
   • End Time
   • Status
   • Message
   • Uploaded File
   • Error File
5. When an Error File is available, download and review it for failed-record details.

Upload Status Values

• Success
• Error
• Fail

A failed record is not added to the dialer. Large files may require several minutes to process, while small files may complete almost immediately.

Skillwise and Nonagentwise Campaign Data

Skillwise Campaigns

For a Skillwise campaign, include the appropriate skill field in the upload file so that each call can be reserved for agents with the intended skill.

Nonagentwise Campaigns

For a Nonagentwise campaign, calls are distributed round robin through the skills assigned to the campaign.

When multiple skills are assigned and specific records must be directed to particular skills, use the Skillwise campaign behavior and include the appropriate skill information in the upload file.

Post-Maintenance Validation Checklist

After adding, resetting, deleting, or replacing campaign records, confirm the following:

1. The correct outbound campaign was changed.
2. Any displayed job ID or Report Status result was reviewed.
3. Upload Status was checked after uploading a file.
4. The upload status and message indicate the expected result.
5. Any available Error File was reviewed.
6. A sample of the uploaded phone numbers is accurate.
7. Mapped customer fields appear in the correct locations.
8. Skill assignments are correct when applicable.
9. Deleted records are no longer present in the active campaign data.
10. Reset records are available as fresh leads.
11. The campaign contains the expected number of records.
12. The campaign is restarted only after the data has been verified.

Troubleshooting

Frequently Asked Questions

Need More Help?

If you need additional assistance, please contact Crexendo Support at 855-211-2255 or email us at support@crexendo.com — our team is happy to help!