Content Comparison

The content in this article is appropriate for: Supervisors and Administrators

...

1. Create the Program

2. Configure the Campaign

3. Number Management

4. Configure the IVR

5. Add the Script Wrapper(s)

6. Assign Attributes and Agents

This article covers the following steps:

...

1. Log in to SC ACD
   The easiest way is to type [yourcompanyname].singlecomm.com into a browser, then log in with your email address/password.

2. Click Programs/Clients in the left-hand navigation bar

   

3. Use the Search bar or browse the list of programs on the Program/Client Management page to locate and click the one that will contain your campaign
   *Campaigns can be added to new programs or existing programs that are already hosting other campaigns.
   Program Management page:

   

4. Click the Campaigns tab at the top or the Campaigns button in the middle

   
5. 

   This is where any existing campaigns would be listed

   

6. Click Create New Campaign

7. On the New Campaign page:

   

   1. Campaign Name: type in a name for the campaign

   2. Campaign Type: [select one]

      • Inbound Only

        • The campaign name will be appended with "IB" to indicate it is Inbound

          

      • Inbound with Outbound Followup

        • This option creates an Inbound and a linked Outbound campaign simultaneously

          

          
          🤔 Why are 2 campaigns created?
          For this option, if an agent schedules a future callback from the IB campaign, it will be placed in the associated OB campaign. This option can also be used for dropped calls. If the agent needs to call the consumer back, that is done as part of the (linked) OB campaign.

      • Outbound with CallBack Followup

        • This option creates linked OB and IB (Callback) campaigns simultaneously

          

          
          🤔 Why would I use this option?
          For campaigns that use global caller IDs, the same local number is displayed to the consumer, regardless of the campaign that they were dialed from. If that consumer calls the number back, this allows the SC ACD to determine which OB campaign they were dialed from, and then routes them to the linked IB (CB) campaign to be handled by an appropriate agent.

      • Outbound Only

        • The campaign name will be appended with "OB" to indicate it is Outbound

          

   3. Click Continue to save the campaign
      

...

The campaign(s) you created will appear on the Program Management page within the Program/Client List, along with any other existing campaigns.
On this page, you can also set a campaign to Suspended by selecting the checkbox.

*SC ACD campaigns can not be deleted. To deactivate a campaign, it should be marked as Suspended.

...

For details on the next step, Number Management, click here.