How to Use the Campaigns Feature

How to Use the Campaigns Feature

The Campaigns feature allows you to automate outgoing calls to a large audience, saving time and maximizing reach. This article outlines how to create, manage, and provide the necessary details for setting up a campaign.

How Campaigns Work

  1. Automation: Campaigns automate outgoing calls, enabling you to reach a large audience effortlessly.

  2. Agent Assignment: You can either:

    • Create groups of agents to handle calls.

    • Assign calls to individual agents.

  3. Audience Management: Audiences can be uploaded using two methods:

    • CSV File Upload: A CSV file containing two columns: Name and Number, where the number must be in full international format (e.g 966.., 971..) 

    • Audience API:  Integrate with the Audience API to programmatically add and manage audience data.

Setting Up a Campaign

To create a new campaign, reach out to Maqsam Support (support@maqsam.com) and provide the following details. Ensure the CSV file or audience API data is ready for upload.

  1. Campaign Details

    1. Name of the Campaign
      Example: Test-Campaign

    2. Group/Agents Handling Calls
      Example: Auto-Dial Group

  2. Calling Rules

    1. Dialing Logic
      The system will match the number of audience members dialed with the number of agents who are:

      • Online

      • Not "Away"

      • Available for incoming calls

    2. Retries Per Phone Number
      Example: Three retries if the call is not answered the first time.

    3. Retry Interval
      Example: Two hours between retries.

  3. IVR and Tones

    1. Message to Play
      Specify an IVR message to be played when the customer answers the call, with the option to either direct or not direct to an agent. Alternatively, a ringing tone can be set.

Editing a Campaign

If a campaign is already created, you can perform the following edits from the Campaigns page

  • Edit Campaign details (Name,  phone number, Days running, Time zone, Time its running from, the auto start time, number of concurrent calls, the number of maximum tries, and interval between tries

  • Pausing a campaign can be done by clicking on the three dots the clicking pause

If you need to edit the IVR clip of the campaign, please reach out to us over support@maqsam.com

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