This document provides an overview of the core functionality of the Campaign entity, including campaign configuration options such as viewing, creating, editing, and deleting campaigns.

General Information

This section contains information about the campaigns of your project in Teliqon Autodialer Software:

The section consists of the Campaign List page.

In this section, you can view information about existing campaigns, manage their statuses, edit them, delete them, as well as create new campaigns.

Campaign List

The Campaign List page contains the following sections:

The toolbar contains the following elements:

a. A search bar that allows you to easily search for campaigns by exact or partial matches of characters in the campaign name.

To use the search bar, simply click on it with your cursor, start typing the text from the keyboard, and then press "Enter".

b. A campaign name filter. To select a campaign name for filtering, click on the dropdown list and choose the desired value. You can start typing the campaign name to narrow down the list of available options. Once you select a value from the list, the chosen campaign name will appear in the “selected” section. In this way, you can select multiple campaigns at once. You can reset this filter at any time by clicking the “Reset filters” button.

c. A campaign status filter. To select a campaign status for filtering, click on the dropdown list and choose the desired campaign status. Once selected, the status will appear in the "Selected" field. Only one status can be filtered at a time. This filter can be reset using the "Reset filters" button.

d. A calendar that allows you to select a date range for filtering campaigns by their creation date. After clicking on the calendar icon, a popup window will appear where you can select the appropriate dates.

To choose a date, click on the numbers on the calendar to select the start and end dates. If you change your mind, you can close the calendar by clicking on the "empty space" outside of the calendar, or reset the date by clicking the "Reset date" button.

e. Button** ‘+ Add New Campaign’ **- Detailed description of this button is provided in the corresponding section. {link1}

The campaign table consists of the following columns. (You can read more about these parameters in the "Adding a New Campaign" section):

f. Campaign Name;
g. Creation Date;
h. Status;
i. Hold Time;
j. Mode;
k. Work Hours;
l. Leads for Calling;
m. Agents;
n. Action;
o. View;
p. Edit;
q. Delete.

Adding a new campaign

When you click the "Add New Campaign" button, the following form will appear:

i. Copy Settings from Campaign: Select an existing campaign whose settings will be copied and automatically filled in for the new campaign. You can edit these settings as needed;

ii. Campaign Name: Enter the name of the campaign;

iii. Agent Groups: Assign group of agents to the campaign;

iv. Agent Assignment: Assign agents to the campaign;

v. Lead List Selection: Choose the lead list for the campaign;

vi. Agent Hold Time (Seconds): Set the agent's hold time (in seconds);

vii. Mode: Select the mode for the campaign;

viii. Coefficient: Set the coefficient for the campaign;

ix. Work Hours: Define the working hours for the campaign;

x. Select Lead Statuses to filter Calls: Choose the lead statuses to be used for calls;

xi. Recycle Rules: Define the conditions under which the system automatically performs a repeat call to a lead after a specific status has been assigned to that lead;

xii. Callback settings: Define the rules for callback.

“Agent Hold Time (Seconds)” is the time an agent will remain between "active calls", meaning they will not interact with the client but will stay on the line in real-time, ready to resume work when a new call is assigned.

For the “Mode”, you have the option to choose between two options: Fixed and Adaptive

In the Fixed mode, the dialer calls the specified number of leads simultaneously, regardless of how quickly the agents become available.

For example, if the system is set to make 3 calls at the same time, it will do so without considering the availability or occupancy of agents on the list.

This strategy is suitable for situations where you are confident in your resources, but it carries the following risks:

If all agents are busy, calls may "hang" or be missed.
If all agents are free, there may not be enough calls, and they will wait.

In the Adaptive mode, the dialer (i.e., the system) analyzes how many agents are available and how quickly they handle calls. Based on this input, it decides how many numbers to dial.

Important points:

If agents are busy, the system reduces the number of calls.
If agents become available, the system increases the number of calls.

This mode is suitable for dynamic operations where it is important to efficiently distribute calls and minimize client wait times.

“Coefficient” is a multiplier for the number of calls relative to the number of agents. For example, if your campaign has 10 agents and the coefficient is set to 2, the system will try to assign 2 calls to each of the 10 agents.

In Fixed mode, this will always result in 20 calls.
In Adaptive mode, the number of calls will be based on the available agents multiplied by the coefficient.

“Work Hours” refers to the working hours in the lead's time zone during which the campaign will operate.

Parameter “Select Lead Statuses for Calls” — defines the lead statuses to be included in the campaign upon launch. For example, if your lead lists contain leads with the status “Not Interested”, and this status is not specified during campaign creation, such leads will be excluded from the call sequence for this campaign.

Parameter “Recycle Rules” define the conditions under which the system automatically performs a repeat call to a lead after a specific status has been assigned to that lead:

Lead Status (or Trigger Status) - When an agent assigns a specific status to a lead after a call, the system identifies that the lead falls under a redial rule.
Delay - Specifies the amount of time that must pass after the initial call before the system attempts to redial the lead. Example: After 15 minutes (12:15) or 2 hours (2:00). Please note that when the Time Unit parameter is changed, the list of available Delay values changes accordingly.
Time Unit - Specifies the unit of time used for measurement. Time can be measured in minutes, hours, days, weeks, or months.
Max Attempts - Defines how many times the system will attempt to redial the same lead. Example: A maximum of 3 attempts.
Final Status - If the agent selects the same status again after a redial attempt, the system will automatically change it to the final status to prevent endless redial cycles.

Parameter “Callback Settings” — defines the conditions under which the system performs callback calls:

Delay - Specifies the amount of time that must pass after the initial call before the system attempts to redial the lead. Example: After 15 minutes (12:15) or 2 hours (2:00).
Max Attempts - Defines how many times the system will attempt to redial the same lead. Example: A maximum of 3 attempts.
Final Status - If the agent selects the same status again after a redial attempt, the system will automatically change it to the final status to prevent endless redial cycles.

Viewing an Existing Campaign

When you click the "View" button for a campaign, the system will redirect you to the campaign information page.

On this page, you can view information about the campaign, including the number of calls processed and by which agent, the number of leads in each status, as well as the lead lists associated with the campaign.

Lead lists can also be viewed, edited, and deleted. For more details, please refer to the section on leads: {link2 to the lead documentation}.

Deleting an Existing Campaign

When you click the “Delete” icon in the campaign row, the following window will appear, where you must choose one of three options:

Delete the campaign but detach lead lists first – the lead lists will remain in the system, while the campaign itself will be deleted.
Keep leads linked to the campaign upon deletion – the campaign will be deleted, but the lead lists will remain in the system with references to the deleted campaign.
Delete everything – remove the campaign along with all linked lead lists and leads.

To delete the record, you need to click “Delete”. To cancel the deletion, click “Cancel”. Next to some columns in the campaign lists table, there are two arrows.

When you click the arrow next to the column, the data in that column will be sorted in ascending order. To sort in descending order, you need to click the arrow again.

Editing an Existing Campaign

When you click the “Edit” icon in the campaign row, the following window will open:

In this window, you can modify the campaign details. For convenience, the following tabs are also available:

General - general campaign settings,
Leads - the list of leads and lead lists assigned to the campaign,
Recycle - redial (retry) rules,
Routes - call routing settings (configuring which number will be used for outgoing calls)

You can fully edit all fields only for campaigns with the status “New” or “Paused”.

If the campaign is Active or Completed, only a limited set of fields will be available for editing.

Let's review each tab in more detail:

General

This tab allows you to edit the main campaign parameters, including:

Campaign Name
Agent Hold Time (Seconds)
Mode
Coefficient
Work Hours
Select Lead Statuses for Calls
Callback Settings
Agent Groups
Agent Assignment

For the “Mode”, you have the option to choose between two options: Fixed and Adaptive

In the Fixed mode, the dialer calls the specified number of leads simultaneously, regardless of how quickly the agents become available.

For example, if the system is set to make 3 calls at the same time, it will do so without considering the availability or occupancy of agents on the list.

This strategy is suitable for situations where you are confident in your resources, but it carries the following risks:

If all agents are busy, calls may "hang" or be missed.
If all agents are free, there may not be enough calls, and they will wait.

In the Adaptive mode, the dialer (i.e., the system) analyzes how many agents are available and how quickly they handle calls. Based on this input, it decides how many numbers to dial.

Important points:

If agents are busy, the system reduces the number of calls.
If agents become available, the system increases the number of calls.

This mode is suitable for dynamic operations where it is important to efficiently distribute calls and minimize client wait times.

In Fixed mode, this will always result in 20 calls.
In Adaptive mode, the number of calls will be based on the available agents multiplied by the coefficient.

“Work Hours” refers to the working hours in the lead's time zone during which the campaign will operate.

Parameter “Callback Settings” — defines the conditions under which the system performs callback calls:

Delay - Specifies the amount of time that must pass after the initial call before the system attempts to redial the lead. Example: After 15 minutes (12:15) or 2 hours (2:00).
Max Attempts - Defines how many times the system will attempt to redial the same lead. Example: A maximum of 3 attempts.
Final Status - If the agent selects the same status again after a redial attempt, the system will automatically change it to the final status to prevent endless redial cycles.

Leads

This tab allows you to manage and edit the lead lists associated with the selected campaign:

Here, you can choose the required lead list from the “Lead Lists of the Campaign” dropdown. To quickly locate a list, start typing its name in the search field within the dropdown menu:

Once you have selected the desired lead list, a “Save” button will appear at the top, allowing you to confirm the changes. If you decide not to proceed, click “Cancel”:

If you need to remove all lead lists assigned to the campaign at once, click the “x” icon on the right side of the “Lead Lists of the Campaign” dropdown:

Additionally, on this page you can:

Change the status of a lead list (e.g., from Active to Inactive)
View the lead list using the “View” button
Remove a lead list from the campaign using the “Remove” button

To change the status of a list, click its value in the Status column and choose the desired option:

Clicking “View” will open an informational window displaying the lead list details:

Clicking “Remove” will open a confirmation dialog where you must confirm the deletion:

Once you have made all necessary adjustments, click “Save”.

If you do not wish to apply the changes, click “Cancel”.

Recycle

This tab allows you to edit the redial rules for the selected campaign:

Each row on this page represents a condition under which the system will automatically attempt to call a lead again after the agent has assigned a specific status to the lead following a call. When adding or editing a rule, you must configure the following parameters:

Lead Status (or Trigger Status) - When an agent assigns a specific status to a lead after a call, the system identifies that the lead falls under a redial rule.
Delay - Specifies the amount of time that must pass after the initial call before the system attempts to redial the lead. Example: After 15 minutes (12:15) or 2 hours (2:00). Please note that when the Time Unit parameter is changed, the list of available Delay values changes accordingly.
Time Unit - Specifies the unit of time used for measurement. Time can be measured in minutes, hours, days, weeks, or months.
Max Attempts - Defines how many times the system will attempt to redial the same lead. Example: A maximum of 3 attempts.
Final Status - If the agent selects the same status again after a redial attempt, the system will automatically change it to the final status to prevent endless redial cycles.

To remove a rule, click the trash icon in the Delete column.

Once all necessary changes have been made, click “Save”.

If you decide not to apply the changes, click “Cancel”.

Campaigns