Campaign Detail Configuration

After creating a campaign, you must edit it and update the following details on the Campaign Detail tab.

Configuration Options

Complete the following configurations:

• Chaining: Activate this option to enable the contacts of the current campaign to be linked (chained) to other campaigns.

• Block Area/Zip Code: Turn this switch ON to prevent dialing contacts from blocked Area/Zip Codes during their specified blocked duration.

• DNC: Turn the DNC switch ON to enable DNC screening for contacts in this campaign. The Do Not Call (DNC) list ensures compliance by preventing unsolicited calls or messages to phone numbers marked as DNC within the organization.

• NDNC: Activate this switch to enable NDNC screening for contacts in the campaign. National Do Not Call (NDNC) is a registry at the national level, ensuring compliance with telecom regulations that prohibit unsolicited calls or messages to numbers listed as NDNC.

• Litigator: Turn the Litigator switch ON to enable compliance checks during data upload. This feature ensures legal adherence when uploading and managing contacts.

• Precall Script: Activate the Precall Script switch to run a script before each call. This script can integrate with external applications or databases to make final dialing decisions. You can select a script from the script library.

• PostCall Script: Activate the Postcall Script switch to execute a script after each call. This can be used for various purposes, such as validating call outcomes, customizing reschedule behavior, or integrating with third-party systems (such as, updating CRM call status). Option includes:

  • Before Reschedule: Executes before rescheduling a contact, allowing custom logic to influence reschedule parameters.

  • After Reschedule: Executes after rescheduling, enabling further strategy customization or updating external platforms.

  • Both: Executes both before and after rescheduling.

• CPT: Turn the CPT switch ON to enable checks for customer-preferred time during data upload, based on selected parameters.

  • Activate CPT on both the Campaign and State Law pages.

  • Select the Mode Value or Unique Identifier from the dropdown list.

  • Unique Identifiers are created in Global Business Parameters.

Greenzone

Greenzone is a feature that ensures contacts are delivered based on possible time zones and state rules, determined from the area codes and zip codes of all contact modes. If a contact has three modes, the application checks if all three modes are dialable before delivering to the dialer.

When the switch is activated, Enhanced Greenzone considers all numbers and zip codes uploaded to calculate the Greenzone. For example, if 10 numbers are uploaded, 20 time zones would be determined based on each phone number’s area code and zip code. If two contact-level zip codes (primary and secondary) are enabled, it adds two more time zones, making a total of 22 time zones to check. The application ensures the contact is delivered only when all 22 time zones have a permissible callable window.

If State Law is activated, 22 States related to these time zones would be identified. The Enhanced Greenzone feature validates the Start and End Times of all the 22 states, merge the compliance, and deliver the contact in the intersecting permissible calling window.

Note:

When contacts fail in Greenzone, the failed contacts are rescheduled again.

Activate Greenzone

By default, Greenzone is activated and cannot be deactivated. The Campaign timezone option is also selected by default. Activate or deactivate the required fields as needed:

• Campaign Timezone – Select this to apply the Campaign Time Zone. The represents the time zone configured at the campaign level. Contacts are validated against this time zone to ensure compliance with campaign-specific dialing rules.

• Uploaded Zone – Select this to apply the Uploaded Zone. This refers to the time zone uploaded for the contact in the data file. This zone acts as a reference for ensuring the contact is dialable during the permissible hours.

• State – Select this to apply this. This indicates the state associated with the contact. State-specific dialing regulations, such as callable times and holidays, are applied.

• Zip Code – Select this to apply the zip code. The Primary Zip Code of the contact is used to derive the corresponding time zone and check for any zip-code-specific dialing restrictions.

  • Additional Zip Code – Select this to apply additional zip code. Any additional zip codes associated with the contact are considered while dialing. These are checked for compliance with time zone, providing flexibility for contacts with multiple associated locations.

• Area Code – Select this to apply area code. This refers to the area code associated with the contact's phone number. It helps determine the time zone and state regulations for dialing. You have to further select from the following:

  • Current Mode – Select this button apply Current Mode. Indicates the mode (such as, SMS, email, voice) currently being evaluated for the contact. The application ensures this mode is dialable based on the rules.

  • All Modes – Select this button to verify the dialability of all available modes. If all modes comply with time zone and state rules, the contact is delivered to the dialer.

• Mode Zip Code – Select this to apply the mode zip code. This refers to the zip code derived specifically for a mode (such as, email or SMS). It ensures the mode-specific compliance of the contact.

  • Current Mode – Select this button to apply Current Mode. Indicates the mode (such as, SMS, email, voice) currently being evaluated for the contact. The application ensures this mode is dialable based on the rules.

  • All Modes – Select this button to verify the dialability of all available modes. If all modes comply with time zone and state rules, the contact is delivered to the dialer.

Activate State Law

Contacts can belong to multiple time zones based on area code, zip code, additional zip code, and mode-level zip code, depending on the configured state(s). A single contact may need to be checked for safe dialable times across multiple parameters, including state-level permissible dialing times. Enabling the Greenzone button at the campaign level ensures the application checks all these parameters before delivering the contact for dialing.

State laws regulate contact center operations and can be configured at the application level to apply to specific campaigns. You can activate State Law as explained below.

• Activate the State Law compliance at the campaign level to ensure all parameters are checked before delivering a contact for dialing.

  • Select the State Law Group from the dropdown list to apply state law compliance rules to your campaign. State law group allows the administrator to define individual states and its association with Zip code and/or Area code and finally group these states together as a State Law Group with the definition of callable time and holidays. When the application determines more than one state based on the zip and area codes, the priority set in System > State Law Group applies. See State Law Group.

• State: Compliance is enforced based on the state configured in the system-wide application settings. This applies state-level permissible dialing times to the campaign.

• Zip Code: Compliance is enforced based on the zip code configured in the system.

  • Additional Zip Code: Ensures compliance by checking all additional zip codes associated with the contact for time zone and state law adherence.

• Area Code: Compliance is based on the area code configured in the system. State laws linked to the area code are applied.

  • Current Mode: Checks compliance for the current mode (such as, SMS, email, voice) being evaluated to ensure it adheres to state rules.

  • All Modes: Verifies that all available modes comply with time zone and state regulations before delivering the contact to the dialer.

• Mode Zip Code: Ensures compliance based on the zip code specific to the mode.

  • Current Mode: Checks compliance for the current mode being evaluated to ensure it adheres to state rules.

  • All Modes: Verifies that all available modes comply with time zone and state regulations before delivering the contact to the dialer.

• Click Save.