A campaign is a structured set of rules and configurations designed to address specific customer needs by organizing queues, agents, workflows, bots, and other capabilities. Campaigns play a crucial role in supporting various activities, including outbound operations such as progressive dialing. When participating in an outbound campaign, agents will receive screen pop-ups with detailed contact information about the next call, facilitating smoother and more informed interactions.
Campaign Types
- Nextiva offers several types of campaigns to address different communication needs:
- Inbound Campaigns: Manage workitems coming into Nextiva.
- Outbound Campaigns: Handle workitems originating from Nextiva.
- Blended Campaigns: Combine inbound and outbound capabilities.
- Email Campaigns: Specifically manage email communications.
- SMS Campaigns: Focus on handling SMS interactions.
- Chat Campaigns: Cater to chat-based customer service.
Creating a Campaign
- Search for the Campaign icon in the Options Menu.
- Click Plus (+) to the right of the Search field.
- Enter the required information under each tab.
Information Tab
MANDATORY FOR: All Campaigns.
|
Field Name |
Description |
|
Identifier |
A unique numeric identifier of the campaign. |
|
Name |
The name of the campaign. |
|
Description |
A description of the campaign. |
General Configuration Tab
OPTIONAL FOR: All Campaigns.
|
Field Name |
Description |
|
Campaign Goals |
Used to inform users of the expected number of workitems to handle every 24 hours. An administrator sets this goal, and agents can see their progress on their home screens. |
|
Music URL |
Default music played when a call is placed on hold. |
|
Music Library |
Default music library for music on hold. |
Surveys Tab
OPTIONAL FOR: All Campaigns.
|
Field Name |
Description |
|
User Survey |
The user survey that is associated with the campaign. |
|
Quality Monitoring Survey |
The survey that appears when reviewing a survey in history. |
|
Customer Survey |
The survey a customer would access via the web. |
Options Tab
MANDATORY FOR: Inbound and Outbound Campaigns.
|
Toggle Button |
Description |
|
Use For Extension Dialing |
If enabled, this specific campaign will be the default campaign for extension dialing. |
|
Use For Outbound DIaling |
Must be enabled for outbound campaigns. |
|
Default for Outbound Dialing |
The campaign will be used for outbound dialing if an agent hasn’t specified a default campaign in their user settings. |
|
Default for Extension Dialing |
Used for agent-to-agent dialing. |
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Use for Progressive Dialing |
Must be enabled for progressive campaigns. |
|
Use for Fax |
Must be enabled for fax campaigns. |
|
Use for SMS |
Must be enabled for fax campaigns. |
|
Use for Email |
Must be enabled for email campaigns. |
Inbound Numbers Tab
MANDATORY FOR: Inbound Voice Campaigns, if there are no numbers in the Inbound Numbers Tab.
This is where the numbers for customers to dial are added. Select a list of Address Identifiers for the Campaign.
Inbound Group Numbers Tab
NOTE: The Use For Progressive Dialing toggle button in the Options Tab must be enabled to see this tab.
Add the inbound group numbers to be dialed. Click Plus (+), and select the number. Click Ok.
Inbound Email Tab
MANDATORY FOR: All Email Campaigns.
|
Field Name |
Description |
|
Email Account |
The email address assigned to a campaign. |
Campaign Call ID Tab
MANDATORY FOR: Outbound Voice Campaigns.
|
Field Name |
Description |
|
Number |
If you want the number displayed to customers to look like a local call, you can enter the state DID. |
|
State DID |
If you want the number displayed to customers to look like a local call, you can enter the state DID. |
|
Outbound ANI |
Enable if you want to use the Outbound ANI integration, which allows outbound ANI requests to use numbers, from a customer’s system. |
Dial Plan Tab
NOTE: The Use For Progressive Dialing toggle button in the Options Tab must be enabled to see this tab.
Select the dial plan for the campaign. Click Plus (+) and select the dial plan. Click Ok.
Campaign Auto Disposition Tab
Configure auto disposition to occur per campaign instead of per user.
|
Field Name |
Description |
|
Wait Time before Auto Disposition |
The wait time before the auto disposition happens. |
|
Auto Disposition |
The Auto Disposition for the campaign. |
Dispositions Tab
NOTE: The Use For Progressive Dialing toggle button in the Options Tab must be enabled to see this tab.
Select dispositions to be associated with the campaign. Click Plus (+) and select the disposition. Click Ok.
Chat Options Tab
MANDATORY FOR: Inbound Chat Campaigns.
|
Field Name |
Description |
|
Keep Alive |
The number of seconds it takes for the workitem to stay open after somebody has closed the chat. |
|
Mobile Keep Alive |
The number of seconds it takes for the workitem to stay open after somebody closes the chat on a mobile phone. |
Scripts Tab
NOTE: The Use For Progressive Dialing toggle button in the Options Tab must be enabled to see this tab.
Select scripts to be associated with the campaign. Click the Plus (+) and select the scripts. Click Ok.
Lists Tab
NOTE: The Use For Progressive Dialing toggle button in the Options Tab must be enabled to see this tab.
Select the lists of leads to be associated with the campaign. Click the Plus (+) and select the list. Click Ok.
Dialer Configuration Tab
NOTE: The Use For Progressive Dialing toggle button in the Options Tab must be enabled to see this tab.
|
Field Name |
Description |
|
Enable Quarterback Mode |
Select if you want No Quarterback, Quarterback Agent, or Quarterback Application. |
|
Group |
The group of users to be assigned to the campaign. |
|
Max Dial Ratio |
The max dial ratio to be used by the campaign. |
|
Agents Available for Inbound |
The amount of agents that should be available for an inbound call. |
|
Field Mappings |
What field mappings will be used for the campaign. |
|
Abandon Percentage |
The abandon percentage to be used by the campaign. |
|
No Answer Timeout |
How long Nextiva will wait before considering an attempt on a lead as No Answer. |
|
REST API |
Select a REST API to use at the beginning of the dialing process. |
Answering Machine Detection Tab
NOTE: The Use For Progressive Dialing toggle button in the Options Tab must be enabled to see this tab.
Answer Machine Detection is an exclusive configuration for Predictive and QuarterBack Mode outbound dialing. It allows the administrator to fine-tune the timers associated with the dialer detection (Human/Machine). Nextiva’s outbound detection can include actions or downstream processes similar to the Dispositions. So, depending if the detection was Human, Busy, No Answer, Dialer Abandon (human connected but no agent available to take the call), Answer Machine, Invalid Number, or Fax, Nextiva can define that the best next action is to schedule a call back in 30 minutes, update a record on a third-party entity, or trigger an entirely new workflow as an example.
|
Field Name |
Description |
|
AMD Timeout |
The number of seconds that Nextiva should attempt to perform answering machine detection before timing out and returning unknown. Increasing the value will provide the engine more time to decide. |
|
Machine Detection End Speech Threshold |
The number of milliseconds of silence after speech activity, at which point the speech activity is considered complete. Increasing this value will address the short voicemail greeting scenarios better. For short voicemails, there generally is 1000-2000 ms of audio followed by 1200-2400 ms of silence and additional audio before the beep. Increasing the MachineDetectionSpeechEndThreshold to ~2500 ms will treat the 1200-2400 ms of silence as a gap in the greeting but not the end of the greeting, resulting in machine detection. The downsides of such a change include Increasing the delay for human detection by the amount you increase this parameter, e.g., A change of 1200 ms to 2500 ms increases human detection delay by 1300 ms. Cases where a human has two utterances separated by a period of silence (e.g., a “Hello,” then 2000 ms of silence, and another “Hello”) may be interpreted as a machine. Decreasing this value will result in faster human detection. The consequence is that it can lead to increased False Human (detected human, actual machine) detections because a silence gap in a voicemail greeting (not necessarily just in short voicemail scenarios) can be incorrectly interpreted as the end of speech. |
|
AMD Unknown as Answering Machine |
If enabled, all unknowns will be considered answering machines; otherwise, they will be considered humans. |
|
Machine Detection Initial Silence Timeout |
The number of milliseconds of initial silence, after which an unknown result will be returned. Increasing this value will result in waiting for a longer period of silence before returning an ‘unknown’ AMD result. Decreasing this value will result in waiting for a shorter period of initial silence before returning an ‘unknown’ AMD result. |
|
Machine Detection Speech Threshold |
The number of milliseconds that are used as the measuring stick for the length of the speech activity. A duration lower than this value will be interpreted as a human and longer as a machine. Increasing this value will reduce the chance of a False Machine (detected machine, actual human) for a long human greeting (e.g., a business greeting) but increase the time it takes to detect a machine. Decreasing this value will reduce the chances of a False Human (detected human, actual machine) for short voicemail greetings. The value of this parameter may need to be reduced by more than 1000ms to detect very short voicemail greetings. A reduction of that significance can result in increased False Machine detections. Adjusting the Machine Detection Speech End Threshold is likely the better approach for short voicemails. Decreasing Machine Detection Speech Threshold will also reduce the time it takes to detect a machine. |
Lead Options Tab
NOTE: The Use For Progressive Dialing toggle button in the Options Tab must be enabled to see this tab.
Specify the percentage of new leads, callbacks, and third-party callbacks.
|
Field Name |
Description |
|
Min number of leads in memory |
The minimum number of leads to keep in memory. |
|
Max number of leads in memory |
The maximum number of leads to keep in memory. |
|
Percentage of Agent Callbacks |
The percentage of agent callbacks. |
|
Percentage of Third Party Callbacks |
The percentage of third-party callbacks. |
|
Percentage of New Leads |
The percentage of new leads. |
|
Percentage of All Callback Types |
The percentage of all callback types |
|
Time Between Alternate Phone Numbers (sec) |
The time before switching between alternate phone numbers. |
|
Primary Phone Field |
The primary phone number to be used when dialing leads. |
Lead Attempts Tab
NOTE: The Use For Progressive Dialing toggle button in the Options Tab must be enabled to see this tab.
The Lead Attempts Tab allows you to specify attempts on leads.
|
Field Name |
Description |
|
Max Attempts per Address |
The max attempts per address. |
|
Daily Max Attempts |
The daily max attempts. |
|
Max Attempts |
The max attempts. 0 or less means this functionality is not enabled. Any value over 0 will cause it to take effect. |
|
Delay For |
A delay before starting the Max Attempts. |
|
Max Daily Attempts for Outbound Calls |
The max daily attempts for outbound calls. |
Lead Filters Tab
NOTE: The Use For Progressive Dialing toggle button in the Options Tab must be enabled to see this tab.
|
Field Name |
Description |
|
Filter |
The tab to select the filter used for the campaign to decide which leads should be called. For example, you can create a filter for California that contains all the California prefixes and assign it to a campaign so that the system can only call California numbers. |
|
Field used to Prioritize Leads |
When you upload a list, a priority needs to be assigned to each lead in a field on the list. That field must be associated with the Field mapping. You then assign that field in the outbound campaign so the system knows which field to access to prioritize the leads. |
|
Filter Leads by Number of Days |
When you select the number of days, the system will filter out any uploaded leads before the number of days selected. |
|
Partition Count Field |
Using a field that’s in the uploaded list. For example, you might use the State field, state=CA. If state = CA, then the Nextiva partition field count = 100. Nextiva will only load 100 leads that have CA in the State field at a time. |
Third Party Skills Tab
NOTE: The Use For Progressive Dialing toggle button in the Options Tab must be enabled to see this tab.
Specify how Third-Party Skills will be handled in the campaign.
|
Field Name |
Description |
|
Field used for Third Party Skills |
A field to determine the criteria to apply the Third Party Skill. The values of this field should also match a defined Skill in Nextiva. |
|
No Third Party Agent Available Callback in (Minutes) |
After how long in minutes should the dialer attempt to call the lead again if there are no available agents. |
|
Minimum Available users for Third Party calls |
The minimum amount of agents with the Third Party Skills must always be available. The dialer will begin dialing only when there’s more than the set number of available agents. This is to preserve agents available for inbound if the agents are taking inbound and dialer calls. |
|
Queue for Third Party Skills |
Select the queue and the skill required for the third-party calls. The third-party agent available must have the skill and be a part of the queue. |
|
Only Load Leads for Available Third Party Users |
Enable if you don’t want to load any leads into memory for third party skill unless there is at least one available agent with that skill. |
First Party Skills Tab
NOTE: The Use For Progressive Dialing toggle button in the Options Tab must be enabled to see this tab.
Specify how First Party Skills will be handled in the campaign.
|
Field Name |
Description |
|
Field used for First Party Skills |
A field to determine the criteria to apply the First Party Skill. The values of this field should also match a defined Skill in Nextiva. |
SMS Actions Tab
NOTE: The Use For SMS toggle button in the Options Tab must be enabled to see this tab.
|
Field Name |
Description |
|
Success Function |
The function that you’re calling when the SMS is sent successfully. |
|
Template |
What you’re using to send in the SMS. This could be text or text and a variable that resolves. |
|
From |
The number from which you’re sending the SMS. |
|
Failed Function |
The function that you’re calling when the SMS fails to send. |
|
Messages per Minute |
The maximum number of messages Nextiva will send per minute. If you send 60 messages per minute, Nextiva will send one message every second. If you choose to send 120 messages, Nextiva will send two messages per second. If you choose 180 messages, Nextiva will send three messages per second. NOTE: Nextiva rounds down, so if you choose 119 messages per minute, Nextiva will send one message per second (60 per minute.) If you choose 120, Nextiva will send two messages per second (120 per minute). |
Services Tab
|
Field Name |
Description |
|
Conversation Insights |
The service Nextiva uses for transcription. This is done based on recordings. |
|
Knowledge Base |
Only Shelf AI is supported. This field sets up parameters to pass data to the knowledge base; based on what’s passed, Shelf AI does a knowledgebase search and returns potential replies in the Nextiva UI. |
|
Real Time Analysis |
This is transcription done in near-real time while the conversation is ongoing. This can help generate answers for a customer. |
|
Summary |
The service that will summarize the transcription. |
Recordings Tab
|
Field Name |
Description |
|
Recording percentage |
Recording percentage or probability that a call in that campaign will be recorded (0-100%). |
|
File Server |
The File Server object to which recordings will be uploaded. |
|
Filename Format |
The format of the recording file name. Report_${date}.csv” will result in the file name “Report_20210524.csv”. Other available formats are: ${workitemId}-${campaignName}-${date, MM_dd_yyyy}, ${workitemId}-${date, MM_dd_yyyy}-${campaignName}, ${workitemId}-${campaignName}-${date, HH_mm_ss_MM_dd_yyyy}, ${workitemId}-${campaignName}-${date, ss_MM_dd_yyyy}, ${date, MM_dd_yyyy}, ${workitemId}, ${campaignName}, ${workitemId}-${campaignName}, id-campaignName-date |
|
Apply Consent On Two Party Regions |
If calling a region defined as two-party, with this toggle enabled, it will present a warning asking the user to confirm that both parties have agreed to be recorded. |
|
Disable Recording On Two Party Regions |
Blocks recording on two-party regions. Removes the button from the workitem and will not record automatically even if recording is set to 100%. |
|
Recording notification prompt |
The prompt to be used for recording notifications. |
|
Recording notification interval |
The interval that the recording notification plays at. |
Transcription Tab
|
Field Name |
Description |
|
Start Time |
Start time of the day for which recordings may be transcribed. |
|
End Time |
End time of the day for which recordings may be transcribed. |
|
Minimum Duration (sec) |
The minimum duration of a recording is for it to be transcribed. |
|
Maximum Duration (sec) |
The maximum duration of a recording for it to be transcribed. |
|
Percentage of the maximum minutes |
A percentage of the total transcription minutes available to the tenant. |
|
Languages |
Enter the language in which you want the transcription to be done. |
Speech Contexts Tab
NOTE: The Use For Progressive Dialing toggle button in the Options Tab must be enabled to see this tab.
Select speech contexts to be associated with the campaign. Click the Plus (+) and select the speech context. Click Ok.
Data Loss Prevention Tab
This tab deals with protecting sensitive data the customer provides either verbally to an agent or manually typed into the Nextiva system. If the sensitive data is in a recording or transcription, it can be removed. There’s a Google service called Google Cloud Data Loss Prevention that goes through the recording/transcription to look for information specified in the Information Type field and improves via speech contexts. The types of information that can be looked for are:
- Credit Card Numbers
- Email Addresses
- IBAN Codes
- Phone Numbers
- Swift Codes
The recording/transcription will be searched, and the specified information will be replaced with silence or a [REDACTED] comment.
The Redaction Type field allows you to select where you want the information to be redacted. There are three options:
- Redact All – Redact the info in both Transcriptions and Recordings.
- Redact Recording – Redact the information only on Recordings.
- Redact Transcription – Redact the information only on Transcriptions.
The Redaction Likelihood field opens a menu where you can select the sensitivity of the redaction. The choices are:
- Likely
- Possible
- Unlikely
- Very Likely
- Very Unlikely
We recommend you start with Very unlikely and move your way up.
Screen Recording Tab
|
Field Name |
Description |
|
Type |
Select the type of screen recording that you wish to use. Nextiva is a native recording of the agent’s screen if enabled on their profile. Calabrio is a third-party software that requires installation. |
Scorecards Tab
NOTE: The Use For Progressive Dialing toggle button in the Options Tab must be enabled to see this tab.
Select scorecards to be associated with the campaign. Click the Plus (+) and select the response template. Click Ok.
Response Templates Tab
NOTE: The Use For Progressive Dialing toggle button in the Options Tab must be enabled to see this tab.
Select response templates to be associated with the campaign. Click the Plus (+) and select the scorecards. Click Ok.
Spoof ANI Tab
|
Toggle Button |
Description |
|
Spoof ANI on Agent Transfer |
If enabled, instead of sending the call center’s phone number, you are sending the caller’s phone number. So, any third-party system could do an ANI lookup and see the customer’s information. |
Supervisors Tab
This is where you can assign supervisors to a campaign. Supervisors can also be assigned in the campaign detail view.
Workflow Tab
|
Field Name |
Description |
|
Workflow |
Select the workflow object that is to be used by this campaign. It will replace the current workflow options and workflow sections below. |
Automated Jobs Tab
|
Field Name |
Description |
|
Job Trigger |
Job triggers are business events that are used to trigger jobs. |
Conversation Insights Tab
OPTIONAL FOR: All Campaigns.
|
Field Name |
Description |
|
Serivce |
Select NLP (Natural Language Processing) if you want workitem conversations analyzed. NOTE: NLP must be configured as a service in Nextiva. |
Survey Region Tab
|
Field Name |
Description |
|
Survey Region |
What region will be used to make calls into the campaign from the survey. |
Quality Monitoring Recordings Tab
Specify the file server you want the recording on and the file format of the recording.
|
Field Name |
Description |
|
Enable |
Enable if you want to use Quality Monitoring Recordings. |
|
File Server |
The file server you want the recording on. |
|
Filename Format |
The format of the file name |
Nextiva supports the following variables for the file format:
- ${workitemId}
- ${callId}
- ${userId}
- ${username}
- ${workitemId}
- ${recordingId}
- ${filename}
- ${createdAt,<date_format>