Nextiva Contact Center: Campaigns

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.
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 – The system will detect when an agent is available and dial without human intervention. An agent has to be logged into the campaign and available and the dialer will dial for that person. Quarterback Agent – The agent will be presented with a series of pop-up offers they have to accept before the dialer dials out. An agent has to be logged into the campaign and available and the dialer will dial for that person. Quarterback Application –There’s a dedicated separate user called a quarterback who is logged in and available. When there are agents available, the quarterback has to accept the offers on behalf of the agents. After accepting the offers the system will dial for the agents.
Group	The group of users to be assigned to the campaign. If you want to force agents to dial for a certain campaign, assign them to a group, and assign that group to a campaign. When an agent logs into outbound dialing, they will be automatically assigned to the campaign the group is assigned to. If assigned to a group and Allow Campaign Selection in the Outbound tab isn’t enabled in the agent’s user profile, the agent can only login to the campaign that the group they’re a part of is assigned to.
Max Dial Ratio	The maximum number of calls the system can make per agent.
Agents Available for Inbound	The amount of agents in the campaign that should be available for an inbound call. If set to 0, no agents will be reserved for inbound calls. If set to more than 0, that number of agents will be reserved for inbound calls.
Field Mappings	Click the list icon to select the field mapping created to use for outbound dialing. Click OK to use the field mapping.
Abandon Percentage	Dialer setting of the calls that were answered but were dropped instead of being sent to an agent because no agent was available. When the percentage is reached, the dialer slows down.
No Answer Timeout	How long Nextiva will let the phone ring before considering an attempt on a lead as No Answer and dialing the next number on the list.
REST API	You can select a REST API to be called when a call gets connected.
Cooling Off Period For Dialer Users (In Secs)	The number of seconds between the calls the system will wait, after agents finish wrap-up before dialing again.

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 amount of time you are giving the system to detect if it’s a human or an answering machine answering the call.
Machine Detection End Speech Threshold	The number of milliseconds before the called party stopped speaking.
AMD Unknown as Answering Machine	If enabled, and the system can’t detect a human vs an answering machine in the timeout, it will say it’s an answering machine.
Machine Detection Initial Silence Timeout	The number of milliseconds before the called party started speaking.
Machine Detection Speech Threshold	The number of milliseconds the called party spoke before stopping.

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, so the dialer doesn’t have to keep loading new leads from the database.
Max number of leads in memory	The maximum number of leads to keep in memory. If changes are made, the changes will only go into effect when the list is reloaded.
Percentage of Agent Callbacks	The number of calls where an agent received the calls and scheduled a callback.
Percentage of Third Party Callbacks	The percentage of callbacks with third party skills.
Percentage of New Leads	The percentage of callbacks with third party skills.
Percentage of All Callback Types	The percentage of all callback types.
Time Between Alternate Phone Numbers (sec)	If a lead has more than one phone number associated with their record, you can specify the amount of time before dialing an additional phone number.
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 phone number.
Daily Max Attempts	The daily max attempts for the dialer for each lead.
Max Attempts	The total number of attempts irrelevant of address. 0 or less means this functionality is not enabled, any value over 0 will cause it to take effect.
Delay For	When the Daily Max Attempts is reached, how long before the dialer attempts again.
Max Daily Attempts for Outbound Calls	The max daily attempts for manually outbound dialed 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 in order 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 then the system would only call California numbers.
Field used to Prioritize Leads	If you want to prioritize leads, the priority must exist on the list that you upload. There needs to be a priority assigned to each of the leads 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 leads that were uploaded prior to 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 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. That defined skill must be assigned to agents.
No Third Party Agent Available Callback (In Minutes)	After what duration in minutes, should the dialer attempt to load the lead again when there are no available agents.
Minimum Available users for Third Party calls	The minimum number of agents with the Third Party Skill that must be available in order for the dialer to dial. Only when there’s more than the set number of available agents will the dialer begin dialing. 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 as well as 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 and the skill must be assigned to an agent who is logged in and available.

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	The content of the template that you will 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 from.
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, call recording will not automatically start. An agent can enable call recording (if their user settings allow) unless Disabled Recording On Two Party Regions is also enabled.
Disable Recording On Two Party Regions	If Apply Consent on Two Party Regions is enabled, this feature, if enabled, will prevent agents from enabling call recording, regardless of their user settings. If Apply Consent on Two Party Regions is disabled, this feature does nothing.
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

Service

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>}

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