PDS campaigns

A PDS campaign is a dialing campaign that uses agents to call customers. Agent campaigns are useful if you not only need to convey information to customers, but also to answer questions or provide clarifications.

PDS campaigns can work in one of the following modes:

Let us configure your first PDS campaign.

1. Log in to your Voximplant Kit account.
2. On the left sidebar, select Administration > Automation > PDS campaigns.
3. Click Create campaign.
4. Select the General tab to configure the general settings of the campaign.
5. Enter the name of your campaign in the Campaign name field.
6. Click the Add button to select one or several Caller IDs the campaign will use for outbound calls. When you select several numbers, the system automatically rotates (shuffles) the pool of numbers and randomly selects a Caller ID. This will help improve the contact rate of your database.

7. In the sidebar, select the required Caller IDs from the list. You can choose either Internal (own and rented) or External (SIP) numbers. You can select ONLY external or ONLY internal numbers.

8. Optionally, enable the Region switch to select the region to launch the campaign.

9. In the Call details section, define your PDS campaign: Predictive or Progressive.
10. Depending on the campaign type, set up the pace of placing calls to agents:

11. Enable the Agents can decline external calls switch to allow your agents to decline external calls.
12. Enable the Agents can end external calls switch to allow your agents to end external calls.
13. Activate the Auto-answer calls switch to enable automatic connection of agents to customers.
14. Enable the Voicemail detection switch if you want to distinguish whether you reached a live person or a pre-recorded voicemail prompt during a call. Select the Voicemail detection model from the drop-down list.

Currently, the following voicemail detection models are available:

Configure the maximum detection time and define what to do with the call if the system fails to detect whether it reached a live person or voicemail. If you select Transfer to agent, the call is routed to a campaign agent; if you choose the End call option, the call is terminated.

15. In the Dial-up time field, specify how long agents should keep calling a contact before moving on to the next one.
16. Enable the Audio recording for customer waiting for agent switch to set an audio recording to be played to a customer while waiting for an agent. Select a recording from the drop-down list or upload a file from your PC. When disabled, a customer waits for an agent in silence.
17. Enable the Outbound call recording switch if you want the system to notify a customer that their call is being recorded.

18. Enable the After service time limit switch if you want to limit the time agents spend on post-call activities required after they end the phone conversation, including recording data and marking the call outcome. When this time is up, the agent’s status changes from After service to Ready.

19. Enable the Use a wrap-up codes set switch if you want agents to label the outcome of their calls after interaction with a customer. Then select the wrap-up codes set from the drop-down list.

20. Enable the Use tags switch to allow the campaign agents to use tags for conversations' classification. All tags added in the settings are available for the campaign agents in their Workspace.
21. Enable the Use topic set switch to allow the campaign agents to use a topic set for conversations' classification.
22. Select a topic set from the drop-down list.

23. You can bind a DNC list to your PDS campaign. Search for and select the one(s) you need from the drop-down list. The selected DNC list(s) filters out the contacts that do not want to receive calls within the campaign. Note that the system automatically adds the DNC list you have already bound in step 16 to your selection.

1. Go to the Schedule tab.
2. Enable the Start campaign switch to set the date and time when your campaign should start calling customers. Otherwise, the campaign starts calling customers immediately after you launch it.
3. Enable the End campaign switch to set the date and time when the campaign should stop calling customers. When deactivated, Voximplant Kit continues calling customers until it reaches the limit of attempts pre-defined for each phone number.
4. Enable the Working hours switch to configure the time when your campaign calls customers. The system uses customers’ local time. If you disable the switch, Voximplant Kit calls customers 24/7.

5. In the Number of attempts and interval field, select how many times the campaign should dial each contact from your list. If the campaign fails to reach a contact within the specified number of attempts, the contact is labeled unsuccessful in the campaign statistics. Define the period between call attempts to the same contact.

1. Go to the Agents tab.
2. Click + Assign supervisors to assign one or several supervisors to manage the campaign. Note that a supervisor is not considered a campaign member and does not handle conversations. Every supervisor can simultaneously manage several campaigns.
3. The dialog window displays the list of users with the Supervisor role.
4. Select the required user(s) and click Continue.

5. In the User permissions column, define the permissions you want to grant to each supervisor.

6. Click Assign.
7. Now click + Add agents. You can add users with any role, their functions in the campaign will differ depending on the role.

The window that opens displays the list of all contact center employees with their roles, skills, and assignments.

8. In the Search by users field, start typing the agent's name or email to find a specific employee.
9. Use Filter by assignments to retrieve only unassigned agents or members of specific groups, queues, or campaigns.

10. Select the agents you want to add to the campaign and click Add.

11. The agents now display as the campaign members. If required, unassign agents from the campaign by clicking the cross icon.
12. Click Save changes.

1. Select the Contact details tab.
2. Select the checkbox to confirm the legality of processing the uploaded data.
3. Upload or drag and drop the contact list in .xls or .xlsx format. For your convenience, there is a contact list template you can use that already contains the two required columns: customer number and timezone (phone and UTC columns). If you need to upload any of your custom data, you can add it to the contact list. Add new columns and enter the required information in front of the contacts.

4. Create variables for the columns of the uploaded file if you want them to be visible for agents in their Workspace.

5. Select the Show excluded columns checkbox if needed.
6. If you do not specify the timezone in your contact list, the system enables the timezone setup function after you map the variables. Set the timezone if needed.
7. Click Create.

Voximplant Kit allows you to arrange PDS campaigns in folders and make them more accessible to the team.

1. Select the campaign, click the Actions menu icon, and select Move.
2. Select the folder you need in the Move campaign to… window.
3. Click Move to.
4. If you do not have any folders yet, click Create new folder in the same window.
5. Enter the folder name and click Create.
6. Select the newly created folder name.
7. Click Move to.

To edit or delete a folder, click the corresponding icon next to the folder name.

In the PDS campaigns section, you can review your campaigns. You can select to retrieve All, Ongoing, Draft, or Completed campaigns. You can also view the campaigns stored in a specific folder.

1. Select the campaign and click the Actions menu icon. The following options display::

The options may differ depending on the campaign status.

2. Expand the uploaded contact list to review the details. Next to each contact list, you can view the actual status.

3. Click the Actions menu icon next to the list name and select one of the actions you want to perform:

You can review the history of each call made within your PDS campaign.

1. Select the campaign, click the Actions menu icon, and select View call history.
2. Review the requested data in the window that opens.
3. Expand any call to see its details.

Download call history in .xls or .csv format- if needed.

You can view the campaign report for a specific period.

4. Select the campaign, click the Actions menu icon, and select View report.

Review information about your campaign contacts.

5. At the top of the screen, view contacts' summary statistics: total number of uploaded contacts, number of successful and unsuccessful contacts, how many contacts are completed and remaining.

6. The table displays data for all contacts: number of dialing attempts (scheduled vs completed), contact status, timezone, upload date, and date/time of the last call.

7. Click the arrows icon on the right side of the screen to view contact details.

8. Click the Actions menu icon next to a contact to cancel it or add attempts to it (applicable for ongoing campaigns).

You can also select multiple phone numbers and in the Edit selected menu cancel the selected contacts or add dialing attempts for them (applicable for ongoing campaigns).

8. Click the Export button and download the report in .xls or .csv format, if required.

You can view detailed agent campaign reports in the Reports section.

If required, you can add more contacts to ongoing campaigns.

1. Select the campaign, click the Actions menu icon, and select Upload contacts.
2. In the window that opens, upload the required contact list.
3. Map the columns and click Next.

You can add new agents to the ongoing campaigns.

1. Click the Actions menu icon and select Add agents.
2. The PDS campaign agent management dialog displays the list of all agents not assigned to the current PDS campaign.
3. Select the agents you want to assign to the PDS campaign from the left column and click the right arrow button. The agents now display in the right column.

4. To remove agents from the PDS campaign, select them from the right column and click the left arrow button.

5. Click Additional options to add comments for the removed/added agents, if required.

6. Click Confirm.