Nextiva Contact Center: Campaigns

Identifier 

A unique numeric identifier of the campaign. 

Name 

The name of the campaign. 

Description 

A description of the campaign. 

Campaign Goals 

Used to inform users of the expected number of workitems to handle every 24 hours. An administrator sets this goal, and agents can see their progress on their home screens. 

Music URL 

Default music played when a call is placed on hold. 

Music Library 

Default music library for music on hold. 

User Survey 

The user survey that is associated with the campaign. 

Quality Monitoring Survey 

The survey that appears when reviewing a survey in history. 

Customer Survey 

The survey a customer would access via the web. 

Use For Extension Dialing 

If enabled, this specific campaign will be the default campaign for extension dialing. 

Use For Outbound Dialing 

Must be enabled for outbound campaigns. 

Default for Outbound Dialing 

The campaign will be used for outbound dialing if an agent hasn’t specified a default campaign in their user settings. 

Default for Extension Dialing 

Used for agent-to-agent dialing. 

Use for Progressive Dialing 

Must be enabled for progressive campaigns. 

Use for Fax 

Must be enabled for fax campaigns. 

Use for SMS 

Must be enabled for fax campaigns. 

Use for Email 

Must be enabled for email campaigns. 

Email Account 

The email address assigned to a campaign. 

Number 

If you want the number displayed to customers to look like a local call, you can enter the state DID. 

State DID 

If you want the number displayed to customers to look like a local call, you can enter the state DID. 

Outbound ANI 

Enable if you want to use the Outbound ANI integration, which allows outbound ANI requests to use numbers, from a customer’s system. 

Disable Dialing Leads With Campaign Call ID

If enabled, the system will not dial if the caller ID is missing or invalid. If the toggle is disabled, the system will use the campaign call ID if the mapped one is unavailable. 

Wait Time before Auto Disposition 

The wait time before the auto disposition happens. 

Auto Disposition 

The Auto Disposition for the campaign. 

Keep Alive 

The number of seconds it takes for the workitem to stay open after somebody has closed the chat. 

Mobile Keep Alive 

The number of seconds it takes for the workitem to stay open after somebody closes the chat on a mobile phone. 

Human Action

The action to take when the dialer reaches a human. The options are:

• Connect

• Function

Human Function

The function to be used if the Human Action is set to Function.

Human Disposition

The disposition to be used after the dialer reaches a human. NOTE: If the call is connected to an agent the disposition written to the database will be the disposition selected by the agent. NOTE: Dispositions must be created.

Enable Auto Dial Timer for Progressive Calls

Enable for autodialing with a timer for progressive calls.

Auto Dial Timer (1 to 600 Seconds)

Enter the desired amount of time to auto dial.

Enable Quarterback Mode 

Select if you want No Quarterback, Quarterback Agent, or Quarterback Application. 

Group 

The group of users to be assigned to the campaign. 

Max Dial Ratio 

The max dial ratio to be used by the campaign. 

Agents Available for Inbound 

The amount of agents that should be available for an inbound call. 

Field Mappings 

What field mappings will be used for the campaign. 

Abandon Percentage 

The abandon percentage to be used by the campaign. 

No Answer Timeout 

How long Nextiva will wait before considering an attempt on a lead as No Answer. 

REST API 

Select a REST API to use at the beginning of the dialing process. 

Cooling Off Period For Dialer Users (In Secs)

The number of seconds between the calls the system will wait, after agents finish wrap-up before dialing again. 

AMD Timeout 

The number of seconds that Nextiva should attempt to perform answering machine detection before timing out and returning unknown. Increasing the value will provide the engine more time to decide. 

Machine Detection End Speech Threshold 

The number of milliseconds of silence after speech activity, at which point the speech activity is considered complete. Increasing this value will address the short voicemail greeting scenarios better. For short voicemails, there generally is 1000-2000 ms of audio followed by 1200-2400 ms of silence and additional audio before the beep. Increasing the MachineDetectionSpeechEndThreshold to ~2500 ms will treat the 1200-2400 ms of silence as a gap in the greeting but not the end of the greeting, resulting in machine detection. The downsides of such a change include Increasing the delay for human detection by the amount you increase this parameter, e.g., A change of 1200 ms to 2500 ms increases human detection delay by 1300 ms. Cases where a human has two utterances separated by a period of silence (e.g., a “Hello,” then 2000 ms of silence, and another “Hello”) may be interpreted as a machine. Decreasing this value will result in faster human detection. The consequence is that it can lead to increased False Human (detected human, actual machine) detections because a silence gap in a voicemail greeting (not necessarily just in short voicemail scenarios) can be incorrectly interpreted as the end of speech. 

AMD Unknown as Answering Machine 

If enabled, all unknowns will be considered answering machines; otherwise, they will be considered humans. 

Machine Detection Initial Silence Timeout 

The number of milliseconds of initial silence, after which an unknown result will be returned. Increasing this value will result in waiting for a longer period of silence before returning an ‘unknown’ AMD result. Decreasing this value will result in waiting for a shorter period of initial silence before returning an ‘unknown’ AMD result. 

Machine Detection Speech Threshold 

The number of milliseconds that are used as the measuring stick for the length of the speech activity. A duration lower than this value will be interpreted as a human and longer as a machine. Increasing this value will reduce the chance of a False Machine (detected machine, actual human) for a long human greeting (e.g., a business greeting) but increase the time it takes to detect a machine. Decreasing this value will reduce the chances of a False Human (detected human, actual machine) for short voicemail greetings. The value of this parameter may need to be reduced by more than 1000ms to detect very short voicemail greetings. A reduction of that significance can result in increased False Machine detections. Adjusting the Machine Detection Speech End Threshold is likely the better approach for short voicemails. Decreasing Machine Detection Speech Threshold will also reduce the time it takes to detect a machine. 

Min number of leads in memory 

The minimum number of leads to keep in memory. 

Max number of leads in memory 

The maximum number of leads to keep in memory. 

Percentage of Agent Callbacks 

What percentage of the calls should be agent callbacks, where the agent specified that the dialer should call back.|

Percentage of Third Party Callbacks 

What percentage of third-party leads should be dialed that use third-party skills.

Percentage of New Leads 

The percentage of new leads that have not been dialed before.|

Percentage of All Callback Types 

The percentage of all callback types whether the dialer or agent specified the callback.

Time Between Alternate Phone Numbers (sec) 

The time before switching between alternate phone numbers. 

Primary Phone Field 

The primary phone number to be used when dialing leads. 

Load all new and callback leads

If enabled, the priority of the leads is looked at before dialing, and ignores whether the lead is new or a callback. This is so that leads are always dialed based on priority.

NOTE: If the toggle is not enabled, the dialer will use the default behavior, which is to dial all new leads first and, once all new leads are dialed, dial callbacks.

NOTE: This field may not be visible for all customers.

Max Attempts per Address 

The max attempts per address. 

Daily Max Attempts 

The daily max attempts. 

Max Attempts 

The max attempts. 0 or less means this functionality is not enabled. Any value over 0 will cause it to take effect. 

Delay For 

A delay before starting the Max Attempts. 

Max Daily Attempts for Outbound Calls 

The max daily attempts for outbound calls. 

Filter 

The tab to select the filter used for the campaign to decide which leads should be called. For example, you can create a filter for California that contains all the California prefixes and assign it to a campaign so that the system can only call California numbers. 

Field used to Prioritize Leads 

When you upload a list, a priority needs to be assigned to each lead in a field on the list. That field must be associated with the Field mapping. You then assign that field in the outbound campaign so the system knows which field to access to prioritize the leads. 

Filter Leads by Number of Days 

When you select the number of days, the system will filter out any uploaded leads before the number of days selected. 

Partition Count Field 

Using a field that’s in the uploaded list. For example, you might use the State field, state=CA. If state = CA, then the Nextiva partition field count = 100. Nextiva will only load 100 leads that have CA in the State field at a time.   

Field used for Third Party Skills 

A field to determine the criteria to apply the Third Party Skill. The values of this field should also match a defined Skill in Nextiva. 

No Third Party Agent Available Callback in (Minutes) 

After how long in minutes should the dialer attempt to call the lead again if there are no available agents. 

Minimum Available users for Third Party calls 

The minimum amount of agents with the Third Party Skills must always be available. The dialer will begin dialing only when there’s more than the set number of available agents. This is to preserve agents available for inbound if the agents are taking inbound and dialer calls. 

Queue for Third Party Skills 

Select the queue and the skill required for the third-party calls. The third-party agent available must have the skill and be a part of the queue. 

Only Load Leads for Available Third Party Users 

Enable if you don’t want to load any leads into memory for third party skill unless there is at least one available agent with that skill. 

Field used for First Party Skills 

A field to determine the criteria to apply the First Party Skill. The values of this field should also match a defined Skill in Nextiva. 

Success Function 

The function that you’re calling when the SMS is sent successfully. 

Template 

What you’re using to send in the SMS. This could be text or text and a variable that resolves. 

From 

The number from which you’re sending the SMS. 

Failed Function 

The function that you’re calling when the SMS fails to send. 

Messages per Minute 

The maximum number of messages Nextiva will send per minute. If you send 60 messages per minute, Nextiva will send one message every second. If you choose to send 120 messages, Nextiva will send two messages per second. If you choose 180 messages, Nextiva will send three messages per second.  

NOTE: Nextiva rounds down, so if you choose 119 messages per minute, Nextiva will send one message per second (60 per minute.) If you choose 120, Nextiva will send two messages per second (120 per minute). 

Conversation Insights 

The service Nextiva uses for transcription. This is done based on recordings.  

Knowledge Base 

Only Shelf AI is supported. This field sets up parameters to pass data to the knowledge base; based on what’s passed, Shelf AI does a knowledgebase search and returns potential replies in the Nextiva UI. 

Real Time Analysis 

This is transcription done in near-real time while the conversation is ongoing. This can help generate answers for a customer. 

Summary 

The service that will summarize the transcription. 

Recording percentage 

Recording percentage or probability that a call in that campaign will be recorded (0-100%). 

File Server 

The File Server object to which recordings will be uploaded. 

Filename Format 

The format of the recording file name. Report_${date}.csv” will result in the file name “Report_20210524.csv”. Other available formats are: ${workitemId}-${campaignName}-${date, MM_dd_yyyy}, ${workitemId}-${date, MM_dd_yyyy}-${campaignName}, ${workitemId}-${campaignName}-${date, HH_mm_ss_MM_dd_yyyy}, ${workitemId}-${campaignName}-${date, ss_MM_dd_yyyy}, ${date, MM_dd_yyyy}, ${workitemId}, ${campaignName}, ${workitemId}-${campaignName}, id-campaignName-date 

Apply Consent On Two Party Regions 

If calling a region defined as two-party, with this toggle enabled, call recording will not automatically start.  An agent can enable call recording (if their user settings allow) unless Disabled Recording On Two Party Regions is also enabled.

Disable Recording On Two Party Regions 

If Apply Consent on Two Party Regions is enabled, this feature, if enabled, will prevent agents from enabling call recording, regardless of their user settings.  If Apply Consent on Two Party Regions is disabled, this feature does nothing.

Recording notification prompt 

The prompt to be used for recording notifications. 

Recording notification interval 

The interval that the recording notification plays at. 

Start Time 

Start time of the day for which recordings may be transcribed. 

End Time 

End time of the day for which recordings may be transcribed. 

Minimum Duration (sec) 

The minimum duration of a recording is for it to be transcribed. 

Maximum Duration (sec) 

The maximum duration of a recording for it to be transcribed. 

Percentage of the maximum minutes 

A percentage of the total transcription minutes available to the tenant.  

Languages 

Enter the language in which you want the transcription to be done.   

Only Transcribe When Call Is Recorded

Enable for recorded calls to be transcribed only.

Type 

Select the type of screen recording that you wish to use. Nextiva is a native recording of the agent’s screen if enabled on their profile. Calabrio is a third-party software that requires installation. 

Spoof ANI on Agent Transfer 

If enabled, instead of sending the call center’s phone number, you are sending the caller’s phone number. So, any third-party system could do an ANI lookup and see the customer’s information. 

Description 

Workflow 

Select the workflow object that is to be used by this campaign. It will replace the current workflow options and workflow sections below. 

Job Trigger 

Job triggers are business events that are used to trigger jobs. 

Job Workflow Function

The specific Function that will be executed when the job is triggered.

Outbound Function

The specific outbound Function that will be executed when the job is triggered.

Service 

Select NLP (Natural Language Processing) if you want workitem conversations analyzed.

NOTE: NLP must be configured as a service in Nextiva. 

Survey Region 

What region will be used to make calls into the campaign from the survey. 

Enable 

Enable if you want to use Quality Monitoring Recordings. 

File Server 

The file server you want the recording on. 

Filename Format 

The format of the file name