/
[ACD] Creating a Campaign

[ACD] Creating a Campaign

Owned by Kathleen Glica
Last updated: Nov 08, 2023
5 min read

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

Step-by-step instructions for creating a campaign in SC ACD

This article assumes that a Program has already been created.

The complete end to end process is made up of the following steps:

  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:

Create the Campaign

430223de-a52a-49ff-8fe4-31e860e7982e.png

  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

    Screen

  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:

    Screen_Shot_2023-07-03_at_3_07_41_PM.png
    The above program contains no existing campaigns.

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

    Screen_Shot_2018-10-03_at_12.14.14_PM.png
  5. Screen_Shot_2023-07-03_at_3_25_32_PM.png

    This is where any existing campaigns would be listed

    Screen_Shot_2023-07-03_at_3_25_57_PM.png

  6. Click Create New Campaign

  7. On the New Campaign page:

    Screen_Shot_2018-10-03_at_1_10_20_PM.png

    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

          Screen_Shot_2023-07-03_at_4_02_01_PM.png

      • Inbound with Outbound Followup

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

          Screen_Shot_2023-07-03_at_4_02_01_PM_copy.png
          The campaign name you choose will be appended with "IB" and a second campaign with the same name will be created and appended with "OB"


          🤔 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

          Screen_Shot_2023-07-03_at_4_02_01_PM_copy_2.png
          The campaign name you choose will be appended with "OB" and a second campaign with the same name will be created and appended with "CB"


          🤔 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

          Screen_Shot_2023-07-03_at_4_02_01_PM_copy_3.png

    3. Click Continue to save the campaign

Configure the Campaign

  1. From the Campaigns list, click the Campaign Name you just created

  2. The Campaign will open on the Details tab. This tab contains various options for the campaign. These settings can be left as default, or amended as needed. The details of the settings on this page are covered in other articles.

🛑 If you have created an Outbound campaign or an Inbound campaign with an Outbound component, you must assign the Lead Source:

Screen_Shot_2019-03-18_at_3.59.06_PM.png

  • Internal [default]: Leads are managed and uploaded via a custom lead loader that hits a SingleComm API endpoint. This can be configured with the help of your Account Executive. For more information, click here.

  • Sheet: Leads are uploaded in bulk via a csv file. For more information click here.

  • Federation: This option is for leads that are meant to be shared across multiple SC ACD clusters. If you have this need, please inquire with your AE.

If any changes have been made on the Details tab, click Update to save

Screen

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.

Screen_Shot_2023-07-03_at_4_48_11_PM.png

 

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

Related content