Campaigns Explained

Owned by Coreen Stalnaker
Apr 17, 2024
2 min read

What is a Campaign

Think of campaigns as game plans for contacting potential customers (leads), basically sending and receiving calls. A campaign is a set of rules that can have lists (vendor sources) assigned to it in order to dial leads differently or with different users (via Vicidial user groups).

  • Group leads: Campaigns can divide leads and calls into categories (like "first-time buyers" or "loyal customers") using lists and Ingroups belonging to Vendor Sources.

  • Tailor outreach: This allows clients to use different calling approaches for each Campaign (e.g. ACA, Renewal, Customer Service, etc.).

  • Assign the right people: Following Campaign configuration the call will be routed to a specific agent(s) to handle calls based on the Campaign settings.

While the goal is simple, Campaigns are often misunderstood by clients (and support as well). For a little history the Campaigns we currently utilize came from VICIdial. Originally designed for only Outbound dialing, Inbound calls were eventually added. This is the main reason why tables for Campaigns and data are kept in separate places. There are, however, places where this data can overlap, like Live Agents.  The Campaign ID and Ingroup ID will both show under Campaign ID in the filters. This is because they share the same column in that report. Campaigns will always have short, small number identifiers whereas Ingroups have larger numbers as they correspond with their Vendor Source’s ID. Ingroups and Campaigns should never share a similar name. By having completely separate numbering and naming conventions TLD is able to prevent (most) collisions between the two.

Campaigns are typically defined by the following criteria:

  • Campaign name: A unique identifier for the campaign.

  • Dial method: The method that Vicidial will use to dial leads, such as predictive dialing, progressive dialing, or manual dialing.

  • Call flow: The sequence of steps that Vicidial will follow when routing calls to agents.

  • Lead list: The list of leads that Vicidial will dial for the campaign.

  • Agent pool: The group of agents who are available to receive calls for the campaign.

When a campaign is active, TLDialer will dial leads from the lead list according to the dial method that is specified in the Campaign settings. These lists, or Vendor Sources, can only point to one Campaign. When a lead answers, TLDialer will route the call to an available agent according to the Next Agent Call or “Call Distribution Strategy.”