The Campaign Manager provides an easy, fast and flexible way to build and maintain your campaigns – from assigning a name to creating and maintaining your scripts and/or call flows.
The vast array of options, that allow you to control exactly how your campaign will operate, are organised into eleven individually accessible 'pages', which are detailed below.
Note: Although the page names can be customised, the default names will be used to identify the pages throughout the documentation.
Campaign Management - This page allows entry and maintenance of basic campaign details such as the name of the campaign, the group it belongs to, the type of campaign, whether it supports inbound, outbound or both, and who the client is.
Campaign Control Options - The options available on this page include defining the DNIS for an inbound campaign, setting the 'no contact' options for an outbound campaign, including an 'extension application', and defining if a customer will include multiple contacts.
Marketing Sources and Grouping - This page is split into two sections:
The Marketing Sources ('where did you here about ...?) section allow the definition and maintenance of sources, complete with cut-on and cut-off dates.
The Customer Grouping section allows classifications to be defined and maintained, which, when applied to a specific customer, can be used to influence call flow.
Data Options - This page includes configuration options for the creation of customer references, and a range of validation and de-duplication settings to be applied when importing customer data through the 'Generic Import' workflow processes.
Outbound Campaign Options - This page allows outbound call handling on the Advisor Desktop to be defined.
Customer Screen Configuration - This page allows the selection and configuration of customer fields applicable to the campaign. Apart from the standard name, address and telephone number fields, it also includes up to 30 user-definable fields.
Inbound Call Reasons - This page will only be included if the Campaign Support option on the Campaign Management page has been set to allow inbound calls.
All inbound call reasons and call flow scripts, which are to be available on the Advisor Desktop, are defined and maintained on this page.
Outbound Call Reasons - This page will only be included if the Campaign Support option on the Campaign Management page has been set to allow outbound calls.
All outbound call reasons and call flow scripts, which are to be available on the Advisor Desktop, are defined and maintained on this page.
Offline Work Reasons - This page will only be included if the Campaign Support option on the Campaign Management page has been set to allow outbound calls.
All offline work reasons and scripts to handle data capture, e-mail, fax etc., which are to be available on the Advisor Desktop, are defined and maintained on this page.
Workflow Interface Definitions - This page allows system events to be defined. A system event may be recorded for a customer during a workflow process - for example, an event may be recorded when an order is dispatched.
Security and Links - This page allows access to the campaign to be defined in terms of both who has access, and when.
This page will also allow information files, links and logos to be assigned.