Overview

The New Campaigns feature enables campaign managers to run Call Campaigns up till 5 Lakh contacts along with rich features like Retry, Campaign level Reports, Campaign level Inbox and marking an ongoing campaign as completed. A campaign manager can get all the information specific to a campaign at one place, like Campaign Details, Campaigns Stats and Campaign Calls. Additionally, New Campaigns has its own address-book in the form of Lists and Contacts, where contacts can be added just by uploading a CSV of numbers and other details. Currently, it supports only call campaigns. Auto-Dialer and SMS Campaigns will soon be part of the new campaigns.

Key Benefits

  1. Retry Functionality - Dashboard campaigns support retry functionality up to maximum of three retries - both in linear and exponential mode

  2. Campaign Level Report - Users can download individual campaign level reports, once the campaign is completed

  3. Mark As Completed - Any ongoing campaign can be marked as completed and remaining numbers in the list will not be dialled out. A campaign should be first paused in order to mark as completed. Reports will be available for such completed campaigns

  4. Lists & Contacts - New Campaigns has its own address-book (Lists & Contacts), which can be used in Call Campaigns. A list can be created with maximum of 1 Lakh contacts and maximum 5 lists can be selected to run in a campaign

  5. Campaign & Call Details: Each campaign has a standalone view of all campaign level summary, real-time stats and call details (inbox view)

  6. Parity between Campaign Dashboard & API: Dashboard Campaigns and Campaigns API have got feature and platform parity. Hence, any campaign, contact or list created using APIs can be fetched from dashboard and vice-versa.



Navigating to NEW Campaigns

  1. The New Campaigns (Campaigns new) option can be found under the Tools menu on the left hand panel of the dashboard (see highlighted box in the image above)

  2. A link to the new campaign is also added in the (old) Campaigns page



Create Call Campaigns

In order to create a new call campaign, follow these steps:

  1. Click on the Create Call Campaign button. It will open a pop-up where user has to provide campaign details

  2. Fill the campaign details such as Campaign Name, Contact Lists, Start Date and Time, End Date and Time, Caller ID, Flow, Number of Retries, Retry interval in Minutes, Retry Mechanism, Retry call with Status, Call type, Call Duplicate Numbers

    1. Campaign Name: Name of the campaign - minimum three characters

    2. Contact List: List of the customers/audience to whom the call will be triggered. You can select upto 5 lists per campaign. You can create lists from the List page.

    3. Start Date and Time: Campaign will start from the date and time specified here. You can not select time less than the current time. By default, the campaign will get triggered with a delay of maximum 2 minutes from the current time

    4. End Date and Time: Campaign will end from the date and time specified here. By default, it is set to 30 days from the Start Date and Time. Minimum time allowed is 2 minutes more than the start time

    5. Caller ID: Your Exophone number from which calls will be made. The customer/audience will see this number on their phone when the call will be made.

    6. Number of Retries: The number of times a call to a phone number should be attempted, in case of a previous unsuccessful attempt. Default is 0 and maximum is 3.

    7. Retry Interval in Minutes: The time interval between retries in mins. Mandatory when number_of_retries parameter is specified

    8. Retry Mechanism: Either "Linear" or "Exponential". If the retry should be equally spaced or exponentially spaced. Default is “Linear”.

    9. Retry call with Status: Determines when the campaign should treat a call as an unsuccessful attempt. Could be "busy", "no-answer", "failed"

    10. Call Type: By default it will be Transactional for all the call campaigns.

    11. Call Duplicate Numbers: If 'true', Campaign will try calling the duplicate numbers present in the lists. If 'false', Campaign will call any number in the lists only once.

  3. Click ‘Create Call Campaign’ button at the bottom of the pop-up screen




View Campaigns Summary

On the New Campaigns landing page, it shows the summary of all the call campaigns. Whenever a new call campaign is created the campaign starts appearing in this list.

  • The list contains the details of  the campaign such as Campaign Name, Campaign Type, Schedule Time, Status and Performance

  • There is an action menu associated with each campaign. This action menu has options to Pause/Resume/Mark as Completed/Archive/Download a campaign, based upon the state of the campaign

    • Pause - Stop calling more numbers as part of the campaign that is in progress. We can pause only scheduled and in-progress campaign

    • Resume - Resume calling numbers that were not called. You can resume only paused campaign

    • Complete - Mark the entire campaign as Completed. Remaining numbers are marked as Failed_NoAttempt. You can mark only paused campaign as completed

    • Archive - Mark a campaign as archived. Only completed and scheduled campaign can be marked as archived

    • Download - Download completed campaign reports

  • Filter - The list of campaigns can be filtered based on the campaign status.

  • Search - The list of campaigns is searchable by Campaign Name (minimum three characters to start the search)

  • Sort - The list of campaigns can be sorted by Campaign Name and Schedule Time.

  • Performance - Shows the performance of a campaign with three high level statues - Completed, Failed & Scheduled. On hovering failed count, failed is further divided into subcategories - failed, failed DND, failed balance and invalid. On hovering scheduled count, scheduled is further divided into scheduled, in-progress, retry & retrying.



Campaign Summary/Stats

Clicking on the Individual Campaign will take the users to the campaign summary/stats page. The action can be changed from this page as well. The entire page is divided into two sections. On the top users can see the campaign details along with stats and at the bottom users can view the call details of that specific campaign. 

  • Campaign Details - will show the details of the campaigns such as contact lists, call flow, start time, end time, caller id, call type, No. of retries, Retry Interval, Retry Mechanism, Retry Calls with Status, Call Duplicate Numbers

  • Campaign Stats - This section shows the number level statistics of that campaign. There is a delay of maximum 5 minutes with respect to real-time data. You can click on ‘refresh’ icon to get the latest data. A number can be in following possible states in a campaign:

    • Scheduled - The numbers that are yet to be called out in the campaign

    • In progress - Numbers who are currently connected and or being executed on the campaign call flow

    • Retry - If in the first attempt, the caller did not pick up the call (or disconnected it), this number will be added to the "Retry" list. Number of retries, interval of retry and retries mechanisms will depend on the values specified during the campaign creation.

    • Retrying - It is equivalent to In progress while retrying the same number

    • Failed - Numbers that failed because the number is invalid, unreachable, etc.

    • Failed DND Numbers that failed because the number was added to the NDNC registry.

    • Failed Balance - Numbers that were not dialled because of low balance in your Exotel account

    • Failed No-Attempt - Numbers that were not dialled because the campaign was marked as completed in between, or the end time reached before the list was exhausted, or campaign has hit the maximum allowed duration of 30 days

    • Completed - Numbers that we have successfully connected to a call flow 

    • Invalid - Numbers in other unknown states

View Campaign Call Details

This section shows the list of calls that are made as a part of the campaign. It captures call details such as contact person name (if added in Contacts), date created, call status, call duration, DTMF selection and call recording. It also has an action menu which shows more details about the call such as call start time, call end time, call direction and call sid.

  • Search - the call detail list is searchable by number

  • Filter - the call details can be filtered by call status

  • Sort - the call details can be sorted by Created date

  • Call Status - could be one of Completed, Failed, No answer, Busy.







New Lists and Contacts Sections

Lists and Contacts are also provided as a part of the new campaign dashboard. Together Lists and Contacts will work as an address book only for New Campaigns. 


Create a List

In order to create a List follow these steps:

  • Navigate to the Lists tab

  • Click on the Create List button on the top right. It will open a pop-up window.

  • Provide a name of the List

  • If you already have a CSV file which contains the list of the contacts in the specified format, you can start uploading it by clicking on the Browse Files or drag and drop the file in the pop-up.

  • If you don’t have a list (list of contacts), download the sample CSV file and fill it with data (contacts). Save the file and upload it.

  • Click on Create List

  • A blank list can be created by just providing the List Name. If required, contacts can be added later using CSV or from Contacts tab

  • Macbook users should not edit in the Numbers app, as CSV formatting might get lost and the file will become invalid. Rather open it in textedit and edit the content there and save the file as CSV


View Lists

Lists that are created as a part of Campaigns will appear here. 

  • The list contains the details of  the Lists such as List name,Number of contacts within the list, Date created.

  • It also contains a few options associated with each Lists such as Editing the List, Download the CSV and Delete the List

    • On Clicking of the Edit icon, it will allow you to edit List name and replace a new CSV

  • Search - Lists can be search by List name

  • Sort - Lists can be sort by List name and Created date



Create a Contact

In order to create a List follow, these steps-

  • Navigate to the Contacts tab

  • Click on the Create Contact button on the top right. It will open a pop-up window.

  • Provide details of the Contact such as First name, Last name, Phone number, Email id, Company, Custom tags and Lists name

    • Custom tags should be provided as Json format (Key value pair)

{

        "key1": "values1"

    }

  • One Contact can be part of multiple Lists

  • Click on Create Contact





View Contact

Contacts that are created as a part of Create Contacts will appear here. Also, if a List is created with a CSV file, all the contacts of the CSV file will appear in the Contact list. Contacts  (contacts that are part of multiple lists) will not be duplicated and the Number is always unique for a contact. 

  • The list contains the details of  the Contact such as Contact name,Number, Email id, Company, Date created, Lists (the contact is associated with), Custom (if any) etc.

  • It also contains a few options associated with each Contact such as Editing the Contact, and Deleting the Contact

  • Search - Contacts can be search by Contact name and number

  • Filter - Contacts can also be filtered by List name



Default Call CapacityBy default call capacity of the campaign is 60 calls per minute. If you want to increase the capacity (fast calling), you have to raise a request to increase it.



Deprecation Plan for Old Call Campaigns

Old Call Campaign will be deprecated in two phases. In the first phase, we will restrict the Create Call Campaign capability. In the second phase, we will deprecate the call campaign functionality completely from the Campaigns (old) section.

Phase-1 → Deprecating Create Call Campaign capability 

  • Date of Impact: 1st Nov 2021

  • Users will not be able to create any campaign from the date of impact 

  • Users will be able to view any previously created call campaigns 

Phase-2 → Deprecating Call Campaign capability completely

  • Date of Impact: 1st Feb 2022

  • Users will not be able to even view the past call campaign, from the date of impact

  • Migration of data from old campaigns to new campaigns will not be possible