Create an Agentless Campaign

Agentless campaign relies on IVR systems or voice prompts, and does not require direct agent involvement. It is commonly used for payment reminders, event notifications, surveys, and simple confirmations. This topic describes how to create an agentless campaign.

Requirements

  • Firmware: Version 83.18.0.59 or later
  • Subscription: Outbound Call Center add-on service
    Note: Yeastar offers a 30-day free trial for the service, you can try the service before subscribed to it (Path: Plan > Add-on Subscription).

Prerequisites

Before you begin, check if the following resources are ready for a campaign.

Item Description
IVR If you want the contacts to be connected to and interact an IVR system after answering the call, set up an IVR and customize the desired IVR menu (Path: Call Features > IVR).

For more information, see Set up an IVR.
Prompts If you want the system to play a voice prompt to the contacts to deliver the necessary information, prepare a custom prompt (Path: PBX Settings > Voice Prompt > Custom Prompt).

For more information, see Record a Custom Prompt or Upload a Custom Prompt.
Contact List Prepare a list of contact with information such as contact name and number for the campaign to dial.

You can associate a contact list with a campaign in the following methods:

  • Directly use the existing contacts stored in a PBX phonebook.
  • Import a CSV file containing the contacts' information.
    Note: To use this method, make sure the file meets the following requirements.
    • Format: UTF-8 .CSV
    • Size: Less than 300 MB
    • File name: Less than 127 characters
    • Import parameters: Ensure that the import parameters meet requirements. For more information, see Company Contacts Parameters.
    Tip: You can download an existing contacts list as a file template for edition using the following methods:
Trunk Set the trunk through which the campaign calls will be sent (Path: Extension and Trunk > Trunk). For more information, see Trunk Overview.
Outbound Route Configure an outbound route that determines how campaign calls are handled and routed based on a set of rules (Path: Call Control > Outbound Route). For more information, see Set up an Outbound Route.
Outbound Caller ID Optional. Customize outbound caller ID (DOD) for local presence on the trunk through which the campaign calls are sent out (Path: Extension and Trunk > Trunk > Outbound Caller ID > Outbound Caller ID List > DOD for Campaign).

For more information, see Customize Outbound Caller IDs for Outbound Campaigns.

Procedure

  1. Log in to PBX web portal, go to Campaign Management, click Add.
  2. In the Basic tab, do as follows:
    1. In the Basic section, enter a name in the Campaign Name field to help you identify the campaign.
    2. In the Dialing Hours section, set time schedule for the campaign.
      • Campaign Start Time & Campaign End Time: Set the start and end time for the campaign.
      • Dialing Hours: Specify the business hours when the campaign can initiate outbound calls.
        Option Description
        Business Hours by Default Time Zone If selected, the campaign will initiate outbound calls during the business hours configured in the default time zone (Set in Call Control > Business Hours and Holidays > Default Time Zone > Business Hours).

        For example, if you set the Campaign Start Time to the current date, and the time is within business hours, the campaign will initiate outbound calls immediately after saving.
        Based on Custom Business Hours If selected, you can add the specific business hours and the week of days for the campaign based on the system's default time zone.
  3. Click the Call Rules tab, specify dialer mode and configure call rules.
    1. In the Dialer Mode drop-down list, select Agentless.
    2. Configure the following call rules for the campaign.
      Setting Description
      Maximum Concurrent Calls Specify the maximum number of concurrent calls allowed in the campaign.
      Note:
      • The maximum concurrent calls are limited by the trunk's maximum concurrent calls.
      • The system supports dialling up to 10 outbound calls simultaneously. Any additional calls will be dialed in groups of 10 until all calls in the campaign are completed.
      Ring Timeout (s) Set a number of seconds that the dialer will attempt to call a contact before timing out and considering it as no answer.
      Destination Select the destination to which the calls will be routed after contacts answer the call.
      • IVR: If selected, choose a specific IVR from the IVR drop-down list.

      • Play Greeting then Hang Up: If selected, choose the desired voice prompt from the Greetings drop-down list, then set the prompt repeat times in the Play Times field.

      Max Attempts Set the maximum number of call attempts per contact.
      Note: A scheduled callback is not counted as a call attempt.
      Retry Interval (min.) Set the minimum time interval (in minutes) between consecutive call attempts when retrying to reach a contact.
      Set DOD Specify Outbound Caller IDs (DOD) for the campaign.
      If enabled, select the desired outbound caller ID(s) associated with the trunk through which the campaign calls are sent out.
      Note:
      • When multiple DODs are selected, they will be used based on the selection order.
      • If the feature is not enabled, the outbound caller ID will be determined based on the system's default priority rules.
      Prefix If needed, define the digit(s) that will be added at the beginning of a dialed number to match the dial rule of specific outbound routes.
      Note: This setting is available only when Set DOD is enabled.
  4. Click the Contacts tab, complete the contact settings.
    1. Upload the contacts list by either of the following methods.
      Method Instruction
      Import

      To import a contacts list file to the campaign, do as follows:

      1. Select Import.
      2. In the Choose a File field, click Upload, then select a CSV file containing the contact details to upload.
      Note: The imported contact list is only associated with the outbound campaign and will be removed upon the deletion of the campaign. If necessary, you can store these contacts to a PBX phonebook. For more information see Import Campaign Contacts to a Phonebook.
      PhoneBooks To directly use the existing contacts stored in a PBX phonebook, do as follows:

      1. Select PhoneBooks.
      2. In the PhoneBooks drop-down list, select the phonebook where the desired contacts are stored.
    2. In the Number Type drop-down list, select the number type(s) to dial.

      The system will automatically attempts to dial the number types based on the selection order, until the call is successfully connected or the number of maximum call attempts is reached.

    3. In the Contact Sorting section, specify the sorting criteria to determine the order in which contacts will be dialed.

    4. Double check the contact settings as the contact information can NOT be changed after saving.
  5. Click Save.
  6. In the pop-up window, click OK.

Result

  • A campaign is created successfully and displayed in the Campaign Management list.
  • When it comes to the start time of the campaign, system automatically initiate outbound calls to the specified contacts, and connect the answered calls to the predefined destination.