Frequently Asked Questions (FAQ)

• What is the difference in the resumption behavior of a paused and a completed campaign when using the 'Rerun' icon?

  When you pause and resume a running campaign, it will restart from where it left off. However, if a campaign has dialed the last record and is then resumed by clicking the 'Rerun' icon, it will start dialing from the beginning of the dial list and will be a new instance of the same campaign. The new instance will not maintain data from the previous run.

• How does the system handle contact lists in campaigns, and what are the limitations when sharing contact lists or running campaigns concurrently with the same list?

  Each campaign can have its contact list. Campaigns also can share contact lists. However, it is not possible for campaigns to simultaneously operate with the same contact list.

• Is there a limit to the number of call lists per campaign?

  A campaign can have a maximum of 10 Call Lists.

• Is there a limit on the number of Do Not Contact (DNC) lists per campaign?

  The maximum number of DNC lists per campaign is one.

• How many contact lists are permitted to be created?

  Each account can create a maximum of 1000 contact lists.

• What are the limitations on DNC lists in terms of the number of records allowed per DNC list and account?

  There is a limit of one million records for each DNC list and two million is the total limit for DNC records for each account.

• How many DNC lists are permitted to be created?

  Each account can create a maximum of 1000 DNC lists.

• How many voice campaigns can be run concurrently?

  You can run a maximum of 50 voice campaigns concurrently.

• What is the maximum number of contacts per account?

  Each account can have a maximum of five million contacts.

• What is the maximum number of contacts that can be added to a contact list?

  Each contact list can contain a maximum of one million contacts, or up to a 5 MB file size limit.

• How does priority work in Voice Campaigns?

  Assigning percentages to campaigns facilitates managing campaigns with varying priorities. A higher percentage implies more contacts will be dialed for that specific campaign. However, it's important to note that a higher priority doesn't guarantee that the campaign will be completed first.

  A Campaign Manager can oversee multiple campaigns with similar or different priorities. The campaign management system can automatically select and transfer contacts to the dialer.

  Priority Percentage = (Sum of Priority Value of each Campaign / Number of Campaigns) * 100

  Scenario 1: Two campaigns with priorities 5 and 3 respectively

  Percentage allocation to campaign 1 = (5 / (5+3)) * 100 = 62.5%

  Percentage allocation to campaign 2 = (3 / (5+3)) * 100 = 37.5%

  Execution in this case: 62.5% of calls will be picked from campaign 1 and 37.5% of calls will be picked from campaign 2.

  Dialer will randomly dial from the 62.5% of calls from campaign 1 and the 37.5% of calls from campaign 2.

  Scenario 2: Two campaigns with the same priorities of 5.

  Percentage allocation to campaign 1 = (5 / (5+5)) * 100 = 50%

  Percentage allocation to campaign 2 = (5 / (5+5)) * 100 = 50%

  Execution in this case: 50% of calls will be picked from campaign 1 and 50% of calls will be picked from campaign 2.

  Dialer will randomly dial from the 50% of calls from campaign 1 and 50% of calls from campaign 2.

• Can agents transfer a call to another agent or to a queue during outbound campaigns with auto-dialers (Progressive and Preview)?

  No, agents cannot transfer a call either to another agent or to a queue during outbound campaigns with auto-dialers.