HELP FILE

How do I set up and edit campaigns?

Create campaigns, or outbound call queues, to allow agents to return missed calls in a timely manner or reach out to customers with similar needs. Only available for GoTo Contact Complete plans. Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new admin experience. The article below is meant for admins who use https://my.jive.com/pbx to administrate their account. If you're an admin who uses https://admin.goto.com, please refer to: How do I set up and edit campaigns?
Before you begin: You must have admin or super admin permissions.
  1. Log in at https://my.jive.com/pbx.
  2. From Call Queues and Contact Center > Campaigns, select + Add Campaign.
  3. Enter a name and type for your campaign then select Save.

    Note: If you chose intelligent call routing, you will need to later add it to your dial plan and verify that skills have been assigned to this campaign's agents.

  4. Select the newly created campaign to edit it's settings.
  5. From the Overview tab, you can edit the name and they type of campaign.
  6. From the Settings tab, choose your desired settings.

    The following settings are available to edit:

    • The outbound caller ID used.
    • The account schedule you want the campaign to follow.
    • The amount of time an agent has to answer before the dispatched call is sent to another agent.
    • The length of wrap time an agent has before another call is dispatched.
    • How many calls an agent can miss before being automatically logged out.
    • Types of allowed phone numbers
    • Recording preferences.

  7. From the Supervisors tab, choose which users you want to assign the supervisor role to for this campaign and click Assign.
  8. From the Agents tab, choose which users users you want to assign the agent role to for this campaign and click Assign.
What to do next: Ensure your supervisors know how to manage this feature in the supervisor dashboard and that your agents know how to handle these dispatched calls.