Intro
With the brand new campaigns module, you will be able to expand your control over campaign management, contact monitoring and lists with the help of latest functionalities.
For more information on the transition to the new campaigns module and its new functionalities please refer to the article below:
Campaigns Table
The campaign table is a screen where all campaigns are listed. This is where you can create new campaigns and manage existing ones. In the table, campaigns are displayed with specific fields such as name, campaign type, status, and assigned lists.
Table Filters
You can filter campaigns based on the following criteria:
Campaigns: You can select multiple campaigns by name.
Campaign Types: You can filter campaigns by multiple options such as preview, predictive, and IVR.
Statuses: You can filter active or inactive campaigns.
Assigned Lists: You can filter campaigns by selecting multiple lists assigned to the campaigns.
Queues: You can filter campaigns by assigned queues.
IVR: You can filter campaigns by assigned IVRs.
Start/Stop: These buttons are used to enter commands to start or stop campaigns. To start a campaign, work dates must be defined, and at least one contact must be assigned. If an inactive campaign is to be restarted, a 35-second wait is required.
Row-Level Actions
Following functions can be done on the row level.
Edit: Allows you to open the settings screen of the current campaign and make the desired changes.
Start/Stop: Enables you to start a paused campaign or pause a running campaign.
Campaign Status: Provides access to a table that displays the status of the selected campaign, the number of contacts it contains, the ratio of ongoing to completed contacts, and allows you to view this information based on defined lists. A shortcut to the list management screen is available.
Live Monitor: Redirects user to supervisor campaign dashboard.
Set Campaign Speed: A modal will open to easily change the defined speed of the campaign, and the desired speed value is entered.
List Recycling: Provides access to the screen where definitions for recycling lists are made. The screen consists of the following parameters:
Lists: Retrieves the lists defined for the campaign.
Reasons: Retrieves all result codes that are not marked as "completed" and other basic reason codes defined in the campaign. If the last result code received by a contact is one of the selected ones, then the recycle process begins.
Start Date Time: Allows you to select the start date and time for the data to be recycled in the context of the last call date.
End Date Time: Allows you to select the end date for the data to be recycled in the context of the last call date.
Send List Recycled Results by Email: This is a toggle field. It is disabled by default. If enabled, an informational email is sent to the user who initiated the list recycled immediately after the recycle process is completed.
After the settings are completed, the list recycle command is given. Upon confirmation, a screen indicating the start of the process is displayed and the campaign status is shown as "recycling." The number of recycled contacts can be accessed in the detail screen. A new recycle command cannot be given in a campaign until an ongoing recycle process is completed. After the process is completed, the "recycling" information is removed. The attempt counts for the recycled contacts are reset, and new calls start again according to the call limits. Completed contacts cannot be recycled.
Delete: Allows you to delete an existing campaign.
Action Buttons
Following are the actions that can be taken in on the campaigns table.
New: Opens the new campaign addition module. After creating a new campaign list by selecting the campaign name, type and crucial settings it can be selected in the table and opened with the edit function to access the campaign settings screens. After the necessary settings, the campaign is prepared.
Refresh: Used to refresh the table.
Lists: Opens the list management screen.
Contacts: Opens the contact tracking screen.
Campaign Editing Screen:
Campaign settings are divided into 8 main groups for preview campaigns. These settings can be accessed from separate tabs in the campaign menu.
Campaign options: The screen where the general definitions of the campaign and the settings required for its operation are entered.
Lists: The screen where the lists defined for the campaign can be managed, new lists can be defined, and contact search statuses can be checked.
Dialing Settings: The screen where the methods, order, and period of calling contacts according to the campaign's target are defined.
Working Hours: The screen where complex configurations such as the dates, time ranges, time zones, and special day settings for the campaign to operate can be defined.
Finish Codes: The screen where campaign call results are defined categorically so that they can be entered by agents or integrated external services.
Contact Notifications: The screen where notifications are sent for campaign calls and contact statuses.
Conditional Scripter: The screen where a special scripter object is set to run when a selected value for a specific parameter is met in the campaign contact data.
Call Pausing: The screen where settings are defined to stop calls to contacts that meet a condition in the campaign contact data.
In predictive campaigns, the following three tabs are also included in the settings.
Campaign Speed: This is the tab where the settings that determine the campaign speed are defined.
Announcement: The screen where the definition of the announcement to be played in the campaign call answered by the end user is made.
Answer Machine Detection: The screen where settings are entered to prevent and manage agents from wasting time in case campaign calls are answered by an answering machine.
In IVR campaigns, the following three tabs are also included in the settings.
Campaign Speed: This is the tab where the settings that determine the campaign speed are defined.
Answer Machine Detection: The screen where settings are entered to prevent and manage agents from wasting time in case campaign calls are answered by an answering machine.
Campaign Settings
Preview Campaign
Campaign Options
Campaign options of the preview type can be adjusted through the following fields:
Campaign Name: The name of the campaign as defined by the user.
Campaign ID: The unique identifier assigned to the campaign by the system.
Queue: It is mandatory to select a queue from which calls will be made for preview campaigns. Preview queues are defined by activating the Preview Campaign Queue field in the queue settings in the queue menu.
Additionally, only one preview queue can be defined for a preview campaign. A preview queue cannot be added to a different preview campaign. An agent can only be added to one preview-defined queue, so they can only be in one preview campaign at a time.
Agents who are added to a preview queue will be able to select Preview Available status on the agent screen. This way they can start getting preview campaign calls.
Scripter: This is the field where the scripter object to be displayed when a campaign call is connected to an available agent in predictive and preview campaign types is determined. A scripter is a tool that allows agents to view information about campaign calls and contacts, follow defined guidelines for the flow of conversation, and take notes on specific topics during the call using created fields. At the end of the call, the result code defined in the scripter settings is entered by the agent. Mandatory for preview campaigns.
Dial Plan: This is the field where the basic Dial Plan object to be used in the campaign is determined. The rules defined in the Dial Plan object determine which operator and tenant number will be used according to the pattern of the contact number to be called. In this way, the basis of the calling strategy to be used to reach contacts is established.
Ring Time: This is where the duration of campaign calls ringing on contacts’ phones is set. The ideal value is 25 seconds. Changing this value may have a negative impact on reach rates.
Countdown Time: This is where the time an agent can spend on the preview screen in preview campaign calls is defined. The countdown progresses for the number of seconds entered here, and the agent selects one of the options to skip the contact or make a call. If no selection is made, the call to the target contact is automatically initiated at the end of the time.
Routing Strategy: This is the field where it is determined how the campaign contact data will be added to the call queue. One of two options, FIFO or LIFO, is selected.
Maximum Effort: This is where the number of times contacts that have been reached but are invalid will be called again.
Skip Contact Button: This setting determines whether an agent can skip a contact they are previewing and, if so, the limit on the number of times they can do so in a day in the contact skip limit entry field.
Countdown End Behavior: This setting determines what the system will do automatically when the countdown ends. There are two options:
Initiate Call: When the countdown ends, the system will automatically initiate a call to the contact (default).
Skip Contact: When the countdown ends, the contact will be skipped, and the skip count will decrease by one. Once the skip limit is reached, the behavior after the countdown will automatically revert to initiating a call.
Contact Cancel Button: Once enabled the agents can cancel the contact in the preview screen. Cancelled contacts are removed from campaign list. If needed you can also allow agents to enter finish codes while cancelling these contacts.
Disable Contact Dial Limit Reset: If enabled, contact dial limits will not reset for contacts with appointment result codes. If the last attempt call is set to be scheduled, the schedule call will not be initiated and the contact will be completed as limit reached.
Contact Call Method: This is the field where you select whether planned data or fresh data should be called first in the calling sequence. Planned data refers to calls to contacts that have a preset date and time to be dialed, such as redials or appointments. If "Planned Data First" is selected, the campaign will initiate calls that have a specific date and time to be dialed. If "Fresh Data First" is selected, the campaign will start by making first touches, i.e., calling contacts for the first time. In this case, calls to appointments or redials may be delayed if there is too much fresh data to be dialed.
List Calling Priority Management:
Highest Priority First: The campaign will call the highest priority contacts in a list before moving to the next list. If only callback calls remain in a higher priority list, calls may start from the next list.
Distribute by Priority: The campaign will call contacts in the lists according to the priority level of each list. The campaign calculates a ratio-based distribution by considering all priority levels of the active lists in the campaign and makes calls accordingly.
Email addresses for no data to call notification: Notifications will be sent to the entered email addresses when there is no more data to be called in all campaign lists. Up to 20 email addresses can be entered.
Campaign end notification email addresses: Notifications will be sent to the entered email addresses when the campaign end time is reached. Up to 20 email addresses can be entered.
Check Blacklist: If activated, it is checked whether the relevant number is on the blacklist before the campaign call is made. If this setting is activated for the numbers entered for campaign calls in the blacklist menu, the campaign call is not made.
Lists
In the Lists tab, you can view and manage all lists defined for the campaign from a single point.
Campaign Status: Indicates whether the campaign is active or inactive.
Total Contacts: Provides the total number of contacts defined for the campaign.
Total RC Rate: This data shows the ratio of ongoing contacts to completed contacts across the entire campaign. This value changes dynamically with each completed contact.
Assigned Lists: In this table, the lists in the campaign are displayed and managed individually. The following columns are included in the table:
Status: Indicates whether the list is active or inactive. The list status can be changed from active to inactive or vice versa by clicking the button.
List Name: Shows the name given to the list by the user.
Priority: Gives the numerical priority value of the list between 1-10 (10 being the highest priority). New calls proceed according to this priority value. The contacts in the lists with the highest priority will be called first. When there is no fresh (untouched) data is left in that list, the fresh contacts from the list with the higher priority will be called. If there are two lists with the same priority value, the list that had been added earlier will be prioritized.
The call order for the contacts in each individual list goes like this;
Planned date > Dedicated Scheduled > Dedicated redial > Fresh Scheduled > Fresh Redial > Dedicated Fresh(First Touch) > Fresh Contact (First touch, based on contact priority)
Number of Contacts: Shows the total number of contacts in the list.
RC Rate: This data shows the ratio of ongoing contacts to completed contacts. This value changes dynamically with each completed contact.
Last Data Upload Date: Provides information about when the last data was added to the list.
Action Buttons:
Assign: Allows assignments to be made from lists previously created for the campaign.
Add New List: Used to create and add a new list to the campaign from scratch. It brings the list creation screen to this menu, allowing for a practical definition.
List Row Actions: Allows the following actions to be performed on the lists in the assigned lists table.
View Contacts: All uploaded contacts defined for the list are shown on this screen. Contacts can be filtered and viewed here. The user can download the list in csv format if desired.
Download History: Download operations performed on the View Contacts screen are managed here. Detailed information about previous downloads is shown in a table. Until the newly downloaded files are ready, their processes are performed and information is shared in this table.
Change Priority: The priority value can be changed between 1-10 (10 being the highest priority) from the menu that opens with this button. New calls proceed according to this priority value. The contacts in the lists with the highest priority will be called first. When there is no fresh (untouched) data is left in that list, the fresh contacts from the list with the higher priority will be called. If there are two lists with the same priority value, the list that had been added earlier will be prioritized.
Custom Call Plan: Allows a custom call plan to be defined for the list, regardless of the campaign's. This allows different call strategies to be implemented for different reason codes, regardless of the campaign's general settings. The custom call plan can be deactivated if desired.
Unassign: By removing the relevant list from the campaign, calls from this list to this campaign are stopped.
Dialing Settings
More complex strategies can be defined to reach campaign contacts in the call rules. In these settings, it is possible to reach a contact after a specified period, according to the result of the previous call that was not reached, and if necessary, with a different call plan from the specified profile.
For example, if a contact is called from a mobile phone and closes the call without connecting to an agent, although they answered the call, they can be called back 20 minutes later from their work phone number using a different calling number , depending on the reason for the missed call.
At this point, it is also important to use various calling numbers of the tenant. In the above example, if a contact is called from a mobile phone number with an 0850 number and the call is missed, instead of calling with the same number, there is a higher probability of answering if called from a geographic number (starting with the code 0232) or a mobile phone number (using FCT).
Phone Profile: When contact data is uploaded to the campaign, up to 4 numbers can be defined for each contact in 4 profiles. Profiles are divided into 4 groups: mobile, work, home, and private. If two numbers are added from the same profile, one is randomly called.
The initial profile is determined on the file upload screen. The contact receives their first call from the number specified here. Each profile has daily and total limits. According to these values defined in all profiles, the number of daily and total call attempts that will be made to a contact throughout the campaign until it is completed is determined in these fields.Reason: Reasons are the results that occur when calls are not connected. For situations such as the called contact being busy, not answering, having an invalid number, or the connection being dropped while the call is in progress, new call scenarios can be developed.
Suppress Redial: If desired, recalling can be prevented for the relevant reason with this control.
Delay: This is the field where it is determined how many minutes after the relevant reason code is received the contact will be called again.
Target Profile: This is the field where it is determined from which profile the contact will be called after the relevant reason code is received.
Custom Dial Plan: The call plan selected in this field determines the call plan that will be used for recalling.
Working Hours
Time Zone:
This field determines the time zone in which the campaign will operate. Here, the campaign calls can be scheduled to run according to any time zone in the world, independent of the tenant's time zone.
Introduction
Working hours consist of three main setting areas.
Date Settings: This is the area where the date and time range for the campaign to run is defined.
Default Working Hours: This is the area where the time range is defined, specifying which hours of the day the campaign will be active on which days of the week within the overall campaign runtime.
Special Dates: This is the area where the date and time are set for the campaign to be active or inactive on specific days in the future, such as holidays or special events.
With the following examples, the relationship between these settings can be better understood.
Date Settings
This is the section where you define the date and time range for the campaign. This specifies the start and end times of the campaign. All the date and time conditions below are valid within the time zone specified here. If no definition is entered for the other settings, the campaign will run every day within the date range specified here, within the specified time range.
Based on the example, unless a different setting is defined, the campaign will be active every day from February 9th to December 31st, 2025, from 09:00 in the morning to 18:00 in the evening, and will make calls if the appropriate conditions are met.
From another point of view, we can say that the definition here determines the working range of the campaign; the campaign will start on February 9th, 2025 at 09:00 and will be completed on December 31st, 2025 at 18:00.
Default Working Hours
In principle, the rules defined here override the day and time definitions in the Date Settings. In this case, campaign calls will run according to the definitions entered here until the campaign end date.
Based on this example, the campaign will only be active on Mondays between 10:00 and 16:00 within the working range defined in the Campaign Date Settings. It will also be completed on December 31, 2025, at 18:00. So, it will only run every Monday between February 9th and December 31st, 2025, between 10:00 and 16:00.
To ellaborate more;
In this case, the campaign will run between February 9th and December 31st, 2025:
Every Monday between 10:00 and 16:00,
Every Tuesday between 11:00 and 14:00,
On other weekdays between 07:00 and 19:30.
It will not run on weekends.
When we want to include weekends:
In addition to the flow above, the campaign will run on weekends between 15:00 - 17:00.
Now, let's examine the above example with a slight modification;
In this example, two separate time intervals are entered within the same day.
In this case, the campaign will run on Mondays between 10:00 and 16:00. It will stop at other times and will run again between 17:00 - 18:00.
On other days of the week, it will run between 09:00 - 17:30. It will not run on weekends.
You can make the campaign operation more flexible by using compatible day and time intervals with the default working hours. Knowing that the campaign will run according to the rules defined here, and that it will not run at other times even if entered in the Date Settings, will help you create your plans.
Special Dates
"Special dates" is a setting that overrides the "Default Working Hours" and is valid within the campaign working range defined in the "Date Settings."
It allows you to select the date and time the campaign will be online or offline for special days. These settings are limited to the dates entered in the date settings. Date entries that are not in the "Date Settings" are out of scope. Special date and time entries defined as online and included in the "Date Settings" indicate that the campaign will be active at these times and will override other entries that match the situation. Special dates and times defined as offline and included in the "Date Settings" indicate that the campaign will not run at these times and will override other entries that match the situation. However, if there is a date and time definition that is not included in the specified offline entry, the campaign will be active.
For example;
The campaign's working range is defined as between February 9th and December 31st, 2025.
According to the default working hours, the campaign is defined to run on weekdays between 09:00-17:30. The campaign will not run on weekends.
When we consider special dates, we see that August 30th is defined. This date falls on a weekend, but since it is a special date, it overrides the default working hours rule, and the campaign will be active on Saturday, August 30th, 2025, between 09:00 and 10:30.
Similarly, the rule defined for September 9th, 2025, corresponds to a Tuesday. According to the default working hours, the campaign should run between 09:00-17:30. However, based on the setting in the special dates, on September 9th, 2025, the campaign will run between 09:00-12:59, be closed between 13:00-14:00, and then continue to run between 14:01-17:30 to complete the day.
In the example below, the defined special date will not have any effect because it does not comply with the range specified in the Date Settings.
Finish Codes
Overview: Once a campaign call is answered by a contact and assigned to an agent, the conversation begins. After completing the necessary actions regarding the call on the scripter, the agent enters a predefined finish code for the call. Finish codes are defined in this section. They can be considered as categories that can be classified according to the content of the call. They are created in line with the goals and objectives of the campaign.
Reason Code: These are the categories that form the basis of the finish code. There are 4 options:
Scheduled
Completed
Number Deleted
Invalid Call
Finish Code: This is a categorical definition that summarizes and qualifies the status of the call in addition to the above reasons.
Example:
Finish Code: Sale Made
Reason Code: Completed
Completed contacts are dropped from the remaining data and, if no additional effort is made on these contacts, no further calls are made. For reasons other than appointments, calls are no longer made.
Success: Whether or not the call is considered successful in line with the campaign goals can be managed from this area.
Schedule Delay: Only appears in the schedule finish code. Thanks to schedule delay, the default appointment date and time will be calculated by adding the specified time to the moment the "finish scripter" button is clicked. This will make it much easier for you to schedule appointments. It is determined in days, hours, and minutes.
Missing Finish Code Management: In cases where agents do not fill out their scripts or accidentally close the scripts in campaigns, a finish code is not entered for the call. In such cases, the call is defined with the agent_answered code and is considered incomplete. Since there is a conversation, no further calls are made.
The missing finish code options determine how the campaign will behave if there is a missing finish code. In the "Keep agent_answered as the finish code" option, the current campaign operating logic continues. In the "Define finish code later" option, the agent is allowed to enter the finish code again within the specified entry timeout. The entry timeout is the area where it is determined how long a finish code should be entered for a call. It can be between 30 and 240 minutes.
Contact Notifications
The system can send notifications for specific events related to selected contacts. Notifications send contact-related information to Webhook URLs defined by the user.
If the Contact Webhook Enabled option is selected, a notification will be sent when the contact is completed.
If the Call Result Webhook Enabled option is selected, a notification will be sent after each call made to the contact.
This is commonly used in scenarios where customers continue the workflow in integrated services.
Conditional Scripter
This section defines scripters that will be opened based on the value selected in a parameter within the campaign contact data, as opposed to the scripter defined in the campaign settings. Users define conditions by entering target values using operators suitable for parameters.
Call Pausing
Call pausing for contacts with specific values in certain parameters of the campaign contact data can be achieved with the conditions in this tab.
With the new "Call Pause" feature of the campaign module, you can pause calls to contacts in campaign lists based on the criteria you choose. With campaign pausing, you can pause calls to contacts in that region in the campaign data in case of negative situations such as disasters. Call pausing also allows you to manage calls based on the priority of segments in your campaign data and conditions, allowing you more flexible call management without pausing the entire campaign.
Contact data in campaign lists is stored in AloTech based on certain parameters. In some cases, special parameters can also be defined in the section for adding custom variables on a campaign basis.
Users who want to use the Call Pausing feature must define conditions for the system to identify the contacts to be paused. Users can enter a total of 3 conditions. The elements that make up the condition are as follows:
Parameter: You can think of these as headings that express the details of the contact. For example, headings such as city, country, education level can be considered as parameters. The parameters to be used in call pausing must be included in the file containing the contacts and also defined in the special variable entry.
Operator: Specifies how the entered values will be processed in the parameter. For example, if only the Boston value is to be targeted in the City parameter, the Equal operator is used.
Value: It is the equivalent of the parameter for a contact. For example, if the profession field says "doctor" for contact A in the data file, the value of the profession parameter for contact A is "doctor".
After entering the conditions, you can click the Pause Calls button. The system will independently pause the data corresponding to the conditions from the campaign operation. Thus, even if the campaign is started while call pausing is active, calls will not be made to contacts that meet the condition. The system will ask for your confirmation before pausing calls.
Following your confirmation, the system will start pausing calls to contacts in your campaign contact data that meet the relevant conditions. This process varies depending on the size of your data. If the number of contacts corresponding to the conditions is high, the process will take longer. While the pausing process is ongoing, you will see the message "Process is ongoing". At the same time, action buttons and fields will be disabled to prevent possible confusion. You can use the refresh button to get information about the latest status.
After the process is completed, the Refresh button will disappear and the Total paused contacts number will take its final value. At this point, calls to contacts that meet the relevant conditions have been paused. After the call pausing process is completed, if there is free space, new conditions can also be defined. After defining the new condition, the Save button is clicked and then confirmation is given. After the confirmation, the Start Calls button will be replaced by the Pause Calls button. By clicking this button, calls to contacts that meet all conditions will start to be paused again. The duration will be proportional to the size of the data. In case of a large number of contacts to be paused, calls may be made to some contacts that were previously paused. If calls are paused, calls to contacts that meet the relevant conditions can be started by clicking the Start Calls button.
After a process duration that varies depending on the data, the process is completed. The conditions remain on the Call Pausing screen to be paused again. If the user wishes, they can delete the condition group. If there are paused contacts corresponding to the condition group, calls will start to be made to these contacts. The deletion process is also completed after a period that varies depending on the number of contacts. The "Process is ongoing" message disappears and the Total contacts to be continued number takes its final value. When the deletion process is complete, all condition fields will be empty.
Preview Dialing Screen
A modal with the information regarding the contact being previewed to be called is shown to the agent. Agent can investigate this information and prepare the strategy for the call and then may choose to skip or call the contact within the defined time limit.
Predictive Campaigns
Campaign settings of the predictive type can be adjusted through the following fields.
Campaign Name: The campaign name defined by the user.
Campaign ID: The unique identifier assigned to the campaign object by the system.
Queue: The queue object to be selected if the Campaign Type is selected as Predictive. Campaign calls are taken from the selected queue.
Scripter: The scripter object to be displayed when a predictive campaign call is connected to a ready agent. A scripter is a tool that allows agents to view information about the campaign call and contact, follow defined guidelines for the flow of the conversation, and take notes on specific topics during the call using created fields. At the end of the call, the agent enters the defined result code via the scripter.
Dial Plan: The basic Dial Plan object to be used in the campaign. The rules defined in the Dial Plan object determine which operator and tenant number will be used according to the pattern of the contact number to be dialed. Thus, the foundation of the calling strategy to be used to reach contacts is laid.
Ring Time: The duration for which campaign calls will ring on contact phones. The ideal value is 25 seconds. Changing this value may have a negative impact on reach rates.
Routing Strategy: The field that determines how the campaign contact data will be added to the call queue. FIFO or LIFO can be selected from two options.
Maximum Effort: Determines how many times contacts that have been reached but are invalid will be called again.
Disable Contact Dial Limit Reset: If enabled, contact dial limits will not reset for contacts with appointment result codes. If the last attempt call is set to be scheduled, the schedule call will not be initiated and the contact will be completed as limit reached.
Enable Effective Available Agents: This setting enables or disables the Effective Available Agents calculation for predictive campaigns. When enabled, the system accurately determines the number of agents available for predictive dialing by considering agents assigned to multiple predictive campaigns. This minimizes over-dialing and call abandonment by ensuring the system adjusts call volume based on the true agent availability across all active predictive campaigns. To ensure accurate call distribution in predictive campaigns, calculate the Effective Available Agent Count by subtracting the impact of agents assigned to multiple campaigns from the total assigned agents; this impact is determined by dividing the number of agents present in more than one active campaign by the total number of active campaigns they are assigned to, effectively distributing their availability across each campaign they participate in.
Contact Call Method: This is the field where you select whether planned data or fresh data should be called first in the calling sequence. Planned data refers to calls to contacts that have a preset date and time to be dialed, such as redials or appointments. If "Planned Data First" is selected, the campaign will initiate calls that have a specific date and time to be dialed. If "Fresh Data First" is selected, the campaign will start by making first touches, i.e., calling contacts for the first time. In this case, calls to appointments or redials may be delayed if there is too much fresh data to be dialed.
List Calling Priority Management:
Highest Priority First: The campaign will call the highest priority contacts in a list before moving to the next list. If only callback calls remain in a higher priority list, calls may start from the next list.
Distribute by Priority: The campaign will call contacts in the lists according to the priority level of each list. The campaign calculates a ratio-based distribution by considering all priority levels of the active lists in the campaign and makes calls accordingly.
Email addresses for no data to call notification: Notifications will be sent to the entered email addresses when there is no more data to be called in all campaign lists. Up to 20 email addresses can be entered.
Campaign end notification email addresses: Notifications will be sent to the entered email addresses when the campaign end time is reached. Up to 20 email addresses can be entered.
Agent Reservation Start Time Before Appointment (Minutes): When defining the appointment result code in campaign calls, if only the "Assign to me" option is selected by the agent in the call, the system will try to connect the call to the agent who first selected this appointment when the contact answers the appointment call. For this, the agent is reserved in advance. As the appointment call approaches, the agent will be moved to a special status to wait for the call. This field determines how long before the call this reservation should start.
Appointment Call Timeout (Minutes): In the scenario described in the previous item, if the agent cannot be reserved, the call is not started. In this case, the call is dialed to be added to the queue after the timeout expires to reach the contact. This timeout is specified in minutes in this field.
Ring Time: The duration for which campaign calls will ring on contact phones. The ideal value is 21 seconds. Changing this value may have a negative impact on reach rates.
Reserved Agent Count: Recommended for queues that use both inbound and campaign calls. The number of campaign calls to be directed to the agents in the queue is calculated with the value in this field. For example, if the number of ready agents in the queue is 20 and the number of reserved agents is 5, 15 agents will receive campaign calls. 5 agents will be used to wait for incoming calls.
Check Blacklist: If enabled, the system checks whether the relevant number is on the blacklist before making a campaign call. If this setting is enabled for numbers entered for campaign calls in the blacklist menu, no campaign calls will be made to those numbers.
Abandonment Timeout: By setting a certain timeout in seconds for unanswered calls, the system automatically disconnects the call if it is not connected to an agent within the specified time.
Campaign Speed
Default Speed: Determines the outgoing speed of campaign calls. It is one of the factors that determine the speed at which contacts in the campaign are consumed. A value between 1 and 10 is given.
Predictive Campaign: Every 25 seconds, the system scans the queue and identifies ready agents. It starts campaign calls for the next contacts by multiplying the value determined by the campaign speed by the number of agents currently ready. In other words, if 5 agents are ready at the moment a call task starts in the defined queue and the campaign speed is set to 3, calls will start for the next 15 contacts.
Automatic Speed: The number of calls is obtained by multiplying the number of available agents in the campaign queue by the reciprocal of the average of the number of calls defined in the Amount of last calls needed for action field. Automatic speed is recommended for large-scale operations. When this setting is enabled, the system starts the specified number of calls based on this dynamically calculated value instead of the default speed.
Ignore Automatic Speed for New Records: If this setting is enabled, if it is detected that half of the next contacts in a call task have been newly added, the default speed calculation is used instead of the automatic speed until this situation is eliminated.
Abandonment Management: Implement preventive measures to address different abandoned call levels, including:
Slowdown Start Rate: Gradually reduce the campaign call speed when the abandoned call rate reaches a predefined threshold.
Restriction Start Rate: Automatically set the campaign call speed to 1:1 when the abandoned call rate exceeds a higher threshold.
Maximum Abandonment Rate: Automatically pause campaign calls when the abandoned call rate reaches a defined maximum level. If abandoned call rate management is active, at least one measure must be active.
Amount of calls needed for action: Select the number of previous calls needed for the abandonment management to be activated. The system checks the last selected amount of calls and acts on the abandonment levels in these calls. Abandonment management does not take action, given the selected amount of calls are not reached. Beware the system checks always the selected amount of last calls, thus the consideration is always updated with the new calls. This field works the same for both automatic speed and abandonment management features.
Lists
In the Lists tab, you can view and manage all lists defined for the campaign from a single point.
Campaign Status: Indicates whether the campaign is active or inactive.
Total Contacts: Provides the total number of contacts defined for the campaign.
Total RC Rate: This data shows the ratio of ongoing contacts to completed contacts across the entire campaign. This value changes dynamically with each completed contact.
Assigned Lists: In this table, the lists in the campaign are displayed and managed individually. The following columns are included in the table:
Status: Indicates whether the list is active or inactive. The list status can be changed from active to inactive or vice versa by clicking the button.
List Name: Shows the name given to the list by the user.
Priority: Gives the numerical priority value of the list between 1-10 (10 being the highest priority). Calls are made from the highest priority list first, and when a list is completed, calls continue from the next list. For lists with the same priority, contacts from the list uploaded first are called first.
Number of Contacts: Shows the total number of contacts in the list.
RC Rate: This data shows the ratio of ongoing contacts to completed contacts. This value changes dynamically with each completed contact.
Last Data Upload Date: Provides information about when the last data was added to the list.
Action Buttons:
Assign: Allows assignments to be made from lists previously created for the campaign.
Add New List: Used to create and add a new list to the campaign from scratch. It brings the list creation screen to this menu, allowing for a practical definition.
List Row Actions: Allows the following actions to be performed on the lists in the assigned lists table.
View Contacts: All uploaded contacts defined for the list are shown on this screen. Contacts can be filtered and viewed here. The user can download the list in csv format if desired.
Change Priority: The priority value can be changed between 1-10 (10 being the highest priority) from the menu that opens with this button. New calls proceed according to this priority value. The contacts in the lists with the highest priority will be called first. When there is no fresh (untouched) data is left in that list, the fresh contacts from the list with the higher priority will be called. If there are two lists with the same priority value, the list that had been added earlier will be prioritized.
The call order for the contacts in each individual list goes like this;
Reserved > Scheduled > Redial > Fresh (based on contact priority)
Custom Call Plan: Allows a custom call plan to be defined for the list, regardless of the campaign's. This allows different call strategies to be implemented for different reason codes, regardless of the campaign's general settings. The custom call plan can be deactivated if desired.
Unassign: By removing the relevant list from the campaign, calls from this list to this campaign are stopped.
Dialing Settings
More complex strategies can be defined to reach campaign contacts in the call rules. In these settings, it is possible to reach a contact after a specified period, according to the result of the previous call that was not reached, and if necessary, with a different call plan from the specified profile.
For example, if a contact is called from a mobile phone and closes the call without connecting to an agent, although they answered the call, they can be called back 20 minutes later from their work phone number using a different calling number , depending on the reason for the missed call.
At this point, it is also important to use various calling numbers of the tenant. In the above example, if a contact is called from a mobile phone number with an 0850 number and the call is missed, instead of calling with the same number, there is a higher probability of answering if called from a geographic number (starting with the code 0232) or a mobile phone number (using FCT).
Phone Profile: When contact data is uploaded to the campaign, up to 4 numbers can be defined for each contact in 4 profiles. Profiles are divided into 4 groups: mobile, work, home, and private. If two numbers are added from the same profile, one is randomly called.
The initial profile is determined on the file upload screen. The contact receives their first call from the number specified here. Each profile has daily and total limits. According to these values defined in all profiles, the number of daily and total call attempts that will be made to a contact throughout the campaign until it is completed is determined in these fields.
Reason: Reasons are the results that occur when calls are not connected. For situations such as the called contact being busy, missed, not answering, having an invalid number, encountering an answering machine, or the connection being dropped while the call is in progress, new call scenarios can be developed.
Suppress Redial: If desired, recalling can be prevented for the relevant reason with this control.
Delay: This is the field where it is determined how many minutes after the relevant reason code is received the contact will be called again.
Target Profile: This is the field where it is determined from which profile the contact will be called after the relevant reason code is received.
Custom Dial Plan: The call plan selected in this field determines the call plan that will be used for recalling.
Working Hours
Time Zone:
This field determines the time zone in which the campaign will operate. Here, the campaign calls can be scheduled to run according to any time zone in the world, independent of the tenant's time zone.
Introduction
Working hours consist of three main setting areas.
Date Settings: This is the area where the date and time range for the campaign to run is defined.
Default Working Hours: This is the area where the time range is defined, specifying which hours of the day the campaign will be active on which days of the week within the overall campaign runtime.
Special Dates: This is the area where the date and time are set for the campaign to be active or inactive on specific days in the future, such as holidays or special events.
With the following examples, the relationship between these settings can be better understood.
Date Settings
This is the section where you define the date and time range for the campaign. This specifies the start and end times of the campaign. All the date and time conditions below are valid within the time zone specified here. If no definition is entered for the other settings, the campaign will run every day within the date range specified here, within the specified time range.
Based on the example, unless a different setting is defined, the campaign will be active every day from February 9th to December 31st, 2025, from 09:00 in the morning to 18:00 in the evening, and will make calls if the appropriate conditions are met.
From another point of view, we can say that the definition here determines the working range of the campaign; the campaign will start on February 9th, 2025 at 09:00 and will be completed on December 31st, 2025 at 18:00.
Default Working Hours
In principle, the rules defined here override the day and time definitions in the Date Settings. In this case, campaign calls will run according to the definitions entered here until the campaign end date.
Based on this example, the campaign will only be active on Mondays between 10:00 and 16:00 within the working range defined in the Campaign Date Settings. It will also be completed on December 31, 2025, at 18:00. So, it will only run every Monday between February 9th and December 31st, 2025, between 10:00 and 16:00.
To ellaborate more;
In this case, the campaign will run between February 9th and December 31st, 2025:
Every Monday between 10:00 and 16:00,
Every Tuesday between 11:00 and 14:00,
On other weekdays between 07:00 and 19:30.
It will not run on weekends.
When we want to include weekends:
In addition to the flow above, the campaign will run on weekends between 15:00 - 17:00.
Now, let's examine the above example with a slight modification;
In this example, two separate time intervals are entered within the same day.
In this case, the campaign will run on Mondays between 10:00 and 16:00. It will stop at other times and will run again between 17:00 - 18:00.
On other days of the week, it will run between 09:00 - 17:30. It will not run on weekends.
You can make the campaign operation more flexible by using compatible day and time intervals with the default working hours. Knowing that the campaign will run according to the rules defined here, and that it will not run at other times even if entered in the Date Settings, will help you create your plans.
Special Dates
"Special dates" is a setting that overrides the "Default Working Hours" and is valid within the campaign working range defined in the "Date Settings."
It allows you to select the date and time the campaign will be online or offline for special days. These settings are limited to the dates entered in the date settings. Date entries that are not in the "Date Settings" are out of scope. Special date and time entries defined as online and included in the "Date Settings" indicate that the campaign will be active at these times and will override other entries that match the situation. Special dates and times defined as offline and included in the "Date Settings" indicate that the campaign will not run at these times and will override other entries that match the situation. However, if there is a date and time definition that is not included in the specified offline entry, the campaign will be active.
For example;
The campaign's working range is defined as between February 9th and December 31st, 2025.
According to the default working hours, the campaign is defined to run on weekdays between 09:00-17:30. The campaign will not run on weekends.
When we consider special dates, we see that August 30th is defined. This date falls on a weekend, but since it is a special date, it overrides the default working hours rule, and the campaign will be active on Saturday, August 30th, 2025, between 09:00 and 10:30.
Similarly, the rule defined for September 9th, 2025, corresponds to a Tuesday. According to the default working hours, the campaign should run between 09:00-17:30. However, based on the setting in the special dates, on September 9th, 2025, the campaign will run between 09:00-12:59, be closed between 13:00-14:00, and then continue to run between 14:01-17:30 to complete the day.
In the example below, the defined special date will not have any effect because it does not comply with the range specified in the Date Settings.
Finish Codes
Overview: Once a campaign call is answered by a contact and assigned to an agent, the conversation begins. After completing the necessary actions regarding the call on the scripter, the agent enters a predefined finish code for the call. Finish codes are defined in this section. They can be considered as categories that can be classified according to the content of the call. They are created in line with the goals and objectives of the campaign.
Reason Code: These are the categories that form the basis of the finish code. There are 4 options:
Scheduled
Completed
Number Deleted
Invalid Call
Finish Code: This is a categorical definition that summarizes and qualifies the status of the call in addition to the above reasons.
Example:
Finish Code: Sale Made
Reason Code: Completed
Completed contacts are dropped from the remaining data and, if no additional effort is made on these contacts, no further calls are made. For reasons other than appointments, calls are no longer made.
Success: Whether or not the call is considered successful in line with the campaign goals can be managed from this area.
Schedule Delay: Only appears in the schedule finish code. Thanks to schedule delay, the default appointment date and time will be calculated by adding the specified time to the moment the "finish scripter" button is clicked. This will make it much easier for you to schedule appointments. It is determined in days, hours, and minutes.
Missing Finish Code Management: In cases where agents do not fill out their scripts or accidentally close the scripts in campaigns, a finish code is not entered for the call. In such cases, the call is defined with the agent_answered code and is considered incomplete. Since there is a conversation, no further calls are made. The missing finish code options determine how the campaign will behave if there is a missing finish code. In the "Keep agent_answered as the finish code" option, the current campaign operating logic continues. In the "Define finish code later" option, the MT is allowed to enter the finish code again within the specified entry timeout. The entry timeout is the area where it is determined how long a finish code should be entered for a call. It can be between 30 and 240 minutes.
Contact Notifications
The system can send notifications for specific events related to selected contacts. Notifications send contact-related information to Webhook URLs defined by the user.
If the Contact Webhook Enabled option is selected, a notification will be sent when the contact is completed.
If the Call Result Webhook Enabled option is selected, a notification will be sent after each call made to the contact.
This is commonly used in scenarios where customers continue the workflow in integrated services.
Conditional Scripter
This section defines scripters that will be opened based on the value selected in a parameter within the campaign contact data, as opposed to the scripter defined in the campaign settings. Users define conditions by entering target values using operators suitable for parameters.
Call Pausing
Call pausing for contacts with specific values in certain parameters of the campaign contact data can be achieved with the conditions in this tab.
With the new "Call Pause" feature of the campaign module, you can pause calls to contacts in campaign lists based on the criteria you choose. With campaign pausing, you can pause calls to contacts in that region in the campaign data in case of negative situations such as disasters. Call pausing also allows you to manage calls based on the priority of segments in your campaign data and conditions, allowing you more flexible call management without pausing the entire campaign.
Contact data in campaign lists is stored in AloTech based on certain parameters. In some cases, special parameters can also be defined in the section for adding custom variables on a campaign basis.
Users who want to use the Call Pausing feature must define conditions for the system to identify the contacts to be paused. Users can enter a total of 3 conditions. The elements that make up the condition are as follows:
Parameter: You can think of these as headings that express the details of the contact. For example, headings such as city, country, education level can be considered as parameters. The parameters to be used in call pausing must be included in the file containing the contacts and also defined in the special variable entry.
Operator: Specifies how the entered values will be processed in the parameter. For example, if only the Boston value is to be targeted in the City parameter, the Equal operator is used.
Value: It is the equivalent of the parameter for a contact. For example, if the profession field says "doctor" for contact A in the data file, the value of the profession parameter for contact A is "doctor".
After entering the conditions, you can click the Pause Calls button. The system will independently pause the data corresponding to the conditions from the campaign operation. Thus, even if the campaign is started while call pausing is active, calls will not be made to contacts that meet the condition. The system will ask for your confirmation before pausing calls.
Following your confirmation, the system will start pausing calls to contacts in your campaign contact data that meet the relevant conditions. This process varies depending on the size of your data. If the number of contacts corresponding to the conditions is high, the process will take longer. While the pausing process is ongoing, you will see the message "Process is ongoing". At the same time, action buttons and fields will be disabled to prevent possible confusion. You can use the refresh button to get information about the latest status.
After the process is completed, the Refresh button will disappear and the Total paused contacts number will take its final value. At this point, calls to contacts that meet the relevant conditions have been paused. After the call pausing process is completed, if there is free space, new conditions can also be defined. After defining the new condition, the Save button is clicked and then confirmation is given. After the confirmation, the Start Calls button will be replaced by the Pause Calls button. By clicking this button, calls to contacts that meet all conditions will start to be paused again. The duration will be proportional to the size of the data. In case of a large number of contacts to be paused, calls may be made to some contacts that were previously paused. If calls are paused, calls to contacts that meet the relevant conditions can be started by clicking the Start Calls button.
After a process duration that varies depending on the data, the process is completed. The conditions remain on the Call Pausing screen to be paused again. If the user wishes, they can delete the condition group. If there are paused contacts corresponding to the condition group, calls will start to be made to these contacts. The deletion process is also completed after a period that varies depending on the number of contacts. The "Process is ongoing" message disappears and the Total contacts to be continued number takes its final value. When the deletion process is complete, all condition fields will be empty.
Announcement
Announcement: The announcement selected to be played to the contact if there is no available agent to answer the call answered by the contact. The contact listens to this announcement until they are connected to an agent.
Announcement Repeat Period (Seconds): The waiting time before the announcement is played again.
Play Announcement Once When Call is Answered: If this control is active, the announcement is played only once.
Answering Machine Detection
If the called contact is using an answering machine, this situation can be detected by activating the answering machine detection feature. The ideal grammar should be selected for answering machine detection. Different grammars of 7, 10, and 15 seconds are available according to the silence duration. Answering machine detection works using call progress analysis. It analyzes the call answered by the contact in terms of many different criteria such as speech rate, speech continuity, initial silence, silence during speech, and pauses in between. There are two results indicating that the other party is an answering machine based on the analysis.
Unknown Speech: A situation where there is a very long and rapid speech, such as an answering machine announcement.
Unknown Silence: No sound is received from the other party for the defined period, such as the sound recording section after the announcement.
For both results, the user has two options as follows:
Hang up and enter a finish code automatically: The call is closed by the system and one of the two answering machine analysis results is entered. The system organizes a redial according to the configuration found for the answering machine in the search rules.
Connect to the agent: The call is connected to the agent.
IVR Campaigns
Campaign settings of the IVR type can be adjusted through the following fields.
Campaign Name: The campaign name defined by the user.
Campaign ID: The unique identifier assigned to the campaign object by the system.
IVR: The IVR object to be selected if the Campaign Type is selected as IVR. Campaign calls are taken to the selected IVR.
Scripter: The scripter object to be displayed when a IVR campaign call is connected to a ready agent. A scripter is a tool that allows agents to view information about the campaign call and contact, follow defined guidelines for the flow of the conversation, and take notes on specific topics during the call using created fields. At the end of the call, the agent enters the defined result code via the scripter.
Dial Plan: The basic Dial Plan object to be used in the campaign. The rules defined in the Dial Plan object determine which operator and tenant number will be used according to the pattern of the contact number to be dialed. Thus, the foundation of the calling strategy to be used to reach contacts is laid.
Ring Time: The duration for which campaign calls will ring on contact phones. The ideal value is 25 seconds. Changing this value may have a negative impact on reach rates.
Maximum Effort: Determines how many times contacts that have been reached but are invalid will be called again.
Contact Call Method: This is the field where you select whether planned data or fresh data should be called first in the calling sequence. Planned data refers to calls to contacts that have a preset date and time to be dialed, such as redials or appointments. If "Planned Data First" is selected, the campaign will initiate calls that have a specific date and time to be dialed. If "Fresh Data First" is selected, the campaign will start by making first touches, i.e., calling contacts for the first time. In this case, calls to appointments or redials may be delayed if there is too much fresh data to be dialed.
List Calling Priority Management:
Highest Priority First: The campaign will call the highest priority contacts in a list before moving to the next list. If only callback calls remain in a higher priority list, calls may start from the next list.
Distribute by Priority: The campaign will call contacts in the lists according to the priority level of each list. The campaign calculates a ratio-based distribution by considering all priority levels of the active lists in the campaign and makes calls accordingly.
Email addresses for no data to call notification: Notifications will be sent to the entered email addresses when there is no more data to be called in all campaign lists. Up to 20 email addresses can be entered.
Campaign end notification email addresses: Notifications will be sent to the entered email addresses when the campaign end time is reached. Up to 20 email addresses can be entered.
Check Blacklist: If enabled, the system checks whether the relevant number is on the blacklist before making a campaign call. If this setting is enabled for numbers entered for campaign calls in the blacklist menu, no campaign calls will be made to those numbers.
Campaign Speed
Default Speed: Determines the outgoing speed of campaign calls. It is one of the factors that determine the speed at which contacts in the campaign are consumed. A value between 1 and 15 is given.
Lists
In the Lists tab, you can view and manage all lists defined for the campaign from a single point.
Campaign Status: Indicates whether the campaign is active or inactive.
Total Contacts: Provides the total number of contacts defined for the campaign.
Total RC Rate: This data shows the ratio of ongoing contacts to completed contacts across the entire campaign. This value changes dynamically with each completed contact.
Assigned Lists: In this table, the lists in the campaign are displayed and managed individually. The following columns are included in the table:
Status: Indicates whether the list is active or inactive. The list status can be changed from active to inactive or vice versa by clicking the button.
List Name: Shows the name given to the list by the user.
Priority: Gives the numerical priority value of the list between 1-10 (10 being the highest priority). Calls are made from the highest priority list first, and when a list is completed, calls continue from the next list. For lists with the same priority, contacts from the list uploaded first are called first.
Number of Contacts: Shows the total number of contacts in the list.
RC Rate: This data shows the ratio of ongoing contacts to completed contacts. This value changes dynamically with each completed contact.
Last Data Upload Date: Provides information about when the last data was added to the list.
Action Buttons:
Assign: Allows assignments to be made from lists previously created for the campaign.
Add New List: Used to create and add a new list to the campaign from scratch. It brings the list creation screen to this menu, allowing for a practical definition.
List Row Actions: Allows the following actions to be performed on the lists in the assigned lists table.
View Contacts: All uploaded contacts defined for the list are shown on this screen. Contacts can be filtered and viewed here. The user can download the list in csv format if desired.
Change Priority: The priority value can be changed between 1-10 (10 being the highest priority) from the menu that opens with this button. New calls proceed according to this priority value. The contacts in the lists with the highest priority will be called first. When there is no fresh (untouched) data is left in that list, the fresh contacts from the list with the higher priority will be called. If there are two lists with the same priority value, the list that had been added earlier will be prioritized.
The call order for the contacts in each individual list goes like this;
Reserved > Scheduled > Redial > Fresh (based on contact priority)
Custom Call Plan: Allows a custom call plan to be defined for the list, regardless of the campaign's. This allows different call strategies to be implemented for different reason codes, regardless of the campaign's general settings. The custom call plan can be deactivated if desired.
Unassign: By removing the relevant list from the campaign, calls from this list to this campaign are stopped.
Dialing Settings
More complex strategies can be defined to reach campaign contacts in the call rules. In these settings, it is possible to reach a contact after a specified period, according to the result of the previous call that was not reached, and if necessary, with a different call plan from the specified profile.
For example, if a contact is called from a mobile phone and closes the call without connecting to an agent, although they answered the call, they can be called back 20 minutes later from their work phone number using a different calling number , depending on the reason for the missed call.
At this point, it is also important to use various calling numbers of the tenant. In the above example, if a contact is called from a mobile phone number with an 0850 number and the call is missed, instead of calling with the same number, there is a higher probability of answering if called from a geographic number (starting with the code 0232) or a mobile phone number (using FCT).
Phone Profile: When contact data is uploaded to the campaign, up to 4 numbers can be defined for each contact in 4 profiles. Profiles are divided into 4 groups: mobile, work, home, and private. If two numbers are added from the same profile, one is randomly called.
The initial profile is determined on the file upload screen. The contact receives their first call from the number specified here. Each profile has daily and total limits. According to these values defined in all profiles, the number of daily and total call attempts that will be made to a contact throughout the campaign until it is completed is determined in these fields.
Reason: Reasons are the results that occur when calls are not connected. For situations such as the called contact being busy, missed, not answering, having an invalid number, encountering an answering machine, or the connection being dropped while the call is in progress, new call scenarios can be developed.
Suppress Redial: If desired, recalling can be prevented for the relevant reason with this control.
Delay: This is the field where it is determined how many minutes after the relevant reason code is received the contact will be called again.
Target Profile: This is the field where it is determined from which profile the contact will be called after the relevant reason code is received.
Custom Dial Plan: The call plan selected in this field determines the call plan that will be used for recalling.
Working Hours
Time Zone:
This field determines the time zone in which the campaign will operate. Here, the campaign calls can be scheduled to run according to any time zone in the world, independent of the tenant's time zone.
Introduction
Working hours consist of three main setting areas.
Date Settings: This is the area where the date and time range for the campaign to run is defined.
Default Working Hours: This is the area where the time range is defined, specifying which hours of the day the campaign will be active on which days of the week within the overall campaign runtime.
Special Dates: This is the area where the date and time are set for the campaign to be active or inactive on specific days in the future, such as holidays or special events.
With the following examples, the relationship between these settings can be better understood.
Date Settings
This is the section where you define the date and time range for the campaign. This specifies the start and end times of the campaign. All the date and time conditions below are valid within the time zone specified here. If no definition is entered for the other settings, the campaign will run every day within the date range specified here, within the specified time range.
Based on the example, unless a different setting is defined, the campaign will be active every day from February 9th to December 31st, 2025, from 09:00 in the morning to 18:00 in the evening, and will make calls if the appropriate conditions are met.
From another point of view, we can say that the definition here determines the working range of the campaign; the campaign will start on February 9th, 2025 at 09:00 and will be completed on December 31st, 2025 at 18:00.
Default Working Hours
In principle, the rules defined here override the day and time definitions in the Date Settings. In this case, campaign calls will run according to the definitions entered here until the campaign end date.
Based on this example, the campaign will only be active on Mondays between 10:00 and 16:00 within the working range defined in the Campaign Date Settings. It will also be completed on December 31, 2025, at 18:00. So, it will only run every Monday between February 9th and December 31st, 2025, between 10:00 and 16:00.
To ellaborate more;
In this case, the campaign will run between February 9th and December 31st, 2025:
Every Monday between 10:00 and 16:00,
Every Tuesday between 11:00 and 14:00,
On other weekdays between 07:00 and 19:30.
It will not run on weekends.
When we want to include weekends:
In addition to the flow above, the campaign will run on weekends between 15:00 - 17:00.
Now, let's examine the above example with a slight modification;
In this example, two separate time intervals are entered within the same day.
In this case, the campaign will run on Mondays between 10:00 and 16:00. It will stop at other times and will run again between 17:00 - 18:00.
On other days of the week, it will run between 09:00 - 17:30. It will not run on weekends.
You can make the campaign operation more flexible by using compatible day and time intervals with the default working hours. Knowing that the campaign will run according to the rules defined here, and that it will not run at other times even if entered in the Date Settings, will help you create your plans.
Special Dates
"Special dates" is a setting that overrides the "Default Working Hours" and is valid within the campaign working range defined in the "Date Settings."
It allows you to select the date and time the campaign will be online or offline for special days. These settings are limited to the dates entered in the date settings. Date entries that are not in the "Date Settings" are out of scope. Special date and time entries defined as online and included in the "Date Settings" indicate that the campaign will be active at these times and will override other entries that match the situation. Special dates and times defined as offline and included in the "Date Settings" indicate that the campaign will not run at these times and will override other entries that match the situation. However, if there is a date and time definition that is not included in the specified offline entry, the campaign will be active.
For example;
The campaign's working range is defined as between February 9th and December 31st, 2025.
According to the default working hours, the campaign is defined to run on weekdays between 09:00-17:30. The campaign will not run on weekends.
When we consider special dates, we see that August 30th is defined. This date falls on a weekend, but since it is a special date, it overrides the default working hours rule, and the campaign will be active on Saturday, August 30th, 2025, between 09:00 and 10:30.
Similarly, the rule defined for September 9th, 2025, corresponds to a Tuesday. According to the default working hours, the campaign should run between 09:00-17:30. However, based on the setting in the special dates, on September 9th, 2025, the campaign will run between 09:00-12:59, be closed between 13:00-14:00, and then continue to run between 14:01-17:30 to complete the day.
In the example below, the defined special date will not have any effect because it does not comply with the range specified in the Date Settings.
Finish Codes
Overview: Once a campaign call is answered by a contact and assigned to an agent, the conversation begins. After completing the necessary actions regarding the call on the scripter, the agent enters a predefined finish code for the call. Finish codes are defined in this section. They can be considered as categories that can be classified according to the content of the call. They are created in line with the goals and objectives of the campaign.
Reason Code: These are the categories that form the basis of the finish code. There are 4 options:
Completed
Number Deleted
Invalid Call
Finish Code: This is a categorical definition that summarizes and qualifies the status of the call in addition to the above reasons.
Example:
Finish Code: Sale Made
Reason Code: Completed
Completed contacts are dropped from the remaining data and, if no additional effort is made on these contacts, no further calls are made. For reasons other than appointments, calls are no longer made.
Success: Whether or not the call is considered successful in line with the campaign goals can be managed from this area.
Missing Finish Code Management: In cases where agents do not fill out their scripts or accidentally close the scripts in campaigns, a finish code is not entered for the call. In such cases, the call is defined with the agent_answered code and is considered incomplete. Since there is a conversation, no further calls are made. The missing finish code options determine how the campaign will behave if there is a missing finish code. In the "Keep agent_answered as the finish code" option, the current campaign operating logic continues. In the "Define finish code later" option, the MT is allowed to enter the finish code again within the specified entry timeout. The entry timeout is the area where it is determined how long a finish code should be entered for a call. It can be between 30 and 240 minutes.
Contact Notifications
The system can send notifications for specific events related to selected contacts. Notifications send contact-related information to Webhook URLs defined by the user.
If the Contact Webhook Enabled option is selected, a notification will be sent when the contact is completed.
If the Call Result Webhook Enabled option is selected, a notification will be sent after each call made to the contact.
This is commonly used in scenarios where customers continue the workflow in integrated services.
Conditional Scripter
This section defines scripters that will be opened based on the value selected in a parameter within the campaign contact data, as opposed to the scripter defined in the campaign settings. Users define conditions by entering target values using operators suitable for parameters.
Call Pausing
Call pausing for contacts with specific values in certain parameters of the campaign contact data can be achieved with the conditions in this tab.
With the new "Call Pause" feature of the campaign module, you can pause calls to contacts in campaign lists based on the criteria you choose. With campaign pausing, you can pause calls to contacts in that region in the campaign data in case of negative situations such as disasters. Call pausing also allows you to manage calls based on the priority of segments in your campaign data and conditions, allowing you more flexible call management without pausing the entire campaign.
Contact data in campaign lists is stored in AloTech based on certain parameters. In some cases, special parameters can also be defined in the section for adding custom variables on a campaign basis.
Users who want to use the Call Pausing feature must define conditions for the system to identify the contacts to be paused. Users can enter a total of 3 conditions. The elements that make up the condition are as follows:
Parameter: You can think of these as headings that express the details of the contact. For example, headings such as city, country, education level can be considered as parameters. The parameters to be used in call pausing must be included in the file containing the contacts and also defined in the special variable entry.
Operator: Specifies how the entered values will be processed in the parameter. For example, if only the Boston value is to be targeted in the City parameter, the Equal operator is used.
Value: It is the equivalent of the parameter for a contact. For example, if the profession field says "doctor" for contact A in the data file, the value of the profession parameter for contact A is "doctor".
After entering the conditions, you can click the Pause Calls button. The system will independently pause the data corresponding to the conditions from the campaign operation. Thus, even if the campaign is started while call pausing is active, calls will not be made to contacts that meet the condition. The system will ask for your confirmation before pausing calls.
Following your confirmation, the system will start pausing calls to contacts in your campaign contact data that meet the relevant conditions. This process varies depending on the size of your data. If the number of contacts corresponding to the conditions is high, the process will take longer. While the pausing process is ongoing, you will see the message "Process is ongoing". At the same time, action buttons and fields will be disabled to prevent possible confusion. You can use the refresh button to get information about the latest status.
After the process is completed, the Refresh button will disappear and the Total paused contacts number will take its final value. At this point, calls to contacts that meet the relevant conditions have been paused. After the call pausing process is completed, if there is free space, new conditions can also be defined. After defining the new condition, the Save button is clicked and then confirmation is given. After the confirmation, the Start Calls button will be replaced by the Pause Calls button. By clicking this button, calls to contacts that meet all conditions will start to be paused again. The duration will be proportional to the size of the data. In case of a large number of contacts to be paused, calls may be made to some contacts that were previously paused. If calls are paused, calls to contacts that meet the relevant conditions can be started by clicking the Start Calls button.
After a process duration that varies depending on the data, the process is completed. The conditions remain on the Call Pausing screen to be paused again. If the user wishes, they can delete the condition group. If there are paused contacts corresponding to the condition group, calls will start to be made to these contacts. The deletion process is also completed after a period that varies depending on the number of contacts. The "Process is ongoing" message disappears and the Total contacts to be continued number takes its final value. When the deletion process is complete, all condition fields will be empty.
Answering Machine Detection
If the called contact is using an answering machine, this situation can be detected by activating the answering machine detection feature. The ideal grammar should be selected for answering machine detection. Different grammars of 7, 10, and 15 seconds are available according to the silence duration. Answering machine detection works using call progress analysis. It analyzes the call answered by the contact in terms of many different criteria such as speech rate, speech continuity, initial silence, silence during speech, and pauses in between. There are two results indicating that the other party is an answering machine based on the analysis.
Unknown Speech: A situation where there is a very long and rapid speech, such as an answering machine announcement.
Unknown Silence: No sound is received from the other party for the defined period, such as the sound recording section after the announcement.
For both results, the user has two options as follows:
Hang up and enter a finish code automatically: The call is closed by the system and one of the two answering machine analysis results is entered. The system organizes a redial according to the configuration found for the answering machine in the search rules.
Connect to the agent: The call is connected to the agent.
List Management (Lists)
On the Lists screen, you can view and manage lists containing contact information that you have created. In this table, you can see the relevant information under the following columns:
List Name: Displays the name given to the list by the user.
File Status: Provides information about the stage of the uploaded file. "Processing" indicates that the initial upload process has started after the file upload process. During the "Uploading" stage, the preparation processes related to the file continue to be completed in the background. If the file has been converted into a contact list by the system and the process is complete, it will show the status "Uploaded". If a problem is encountered during the upload, the status "Error" will be displayed. By clicking on the "Error" statement, the user can see the content of the problem, the number of contacts that caused the error, and the error breakdown. For more details, the user can download the uploaded list to see which specific contact row has received which error.
Contact Amount: Shows the total number of contacts in the list.
Assigned Campaigns: Provides information about which campaigns the list is assigned to.
Created By: Provides information about the user who created the list.
Last Data Upload Date: Provides information about when the last data added to the list was uploaded.
You can filter the lists in the table according to the following filters:
Lists: Allows you to search by entering the list name or characters, words, and phrases in the name.
Statuses: Allows you to filter by list status. It is possible to filter by selecting multiple statuses.
Campaigns: Filtering is provided by selecting multiple campaigns to which the list is assigned.
Row-Based Actions
View Contacts: All uploaded contacts defined in the list are shown on this screen. Contacts can be filtered and displayed here. If the user wishes, they can download the list in csv format.
Assign Campaigns: Allows assigning the list to existing campaigns and determining their priorities.
Upload File: Allows new files to be assigned to the created list. The standard file upload flow consists of file selection, file working settings, and upload control selection, field matching, and preview stages, after which the file is added to the list to work in existing campaigns. Only one file can be uploaded to the list at a time. In addition to standard uploads, previous uploads are also shown on this screen.
Download History: Download operations performed on the View Contacts screen are managed here. Detailed information about previous downloads is shown in a table. Until the newly downloaded files are ready, their processes are performed and information is shared in this table.
Delete: Used to delete the list. The deleted list is removed from all campaigns it is associated with.
Action Buttons:
The following actions are offered for the list table:
Custom Variables: This is the screen where new parameters are created to keep information on a contact basis in the campaign. The user can create a new one by selecting the custom variable name and type. Standard system variables and variables in use in the campaign cannot be removed. Custom variable names must be unique.
New: Allows you to create a new list. First, the list object is created by entering the list name in the opening menu. Then, a 4-step list creation wizard screen appears. In the first step, the file to be uploaded is selected; files in csv or xlsx format with a size of up to 20 MB are suitable for uploading. In the second step, the "Settings" section, the phone profile to start searching for contacts in the list is selected. Then, the number format check is selected.
11 digits and starting with 0 check: Checks if the numbers in the file start with the number 0 and have 11 digits.
E.164 Format: Formats the numbers in the file according to the selected country phone code according to the E.164 format.
The next option is the Duplicate Number check. Here, the user manages the checking of duplicates of the numbers in the file. If the option is activated, one of the following two sub-preferences must be determined.
Cancel only copies: From the duplicate numbers detected, it protects the first contact where the numbers are detected and cancels the upload of the following ones. The remaining unique numbers are uploaded.
Cancel all: Cancels the upload of all repeating numbers. The remaining unique numbers are uploaded.
The last setting is related to sharing the upload information.
Send List Summary by Email: A notification will be sent to the user who performed the process by email when the file upload process is completed.
In the 3rd step, it is the screen where the column headings in the uploaded file are matched with the variables in the system. The user defines the mapping by selecting the variables corresponding to the column headings in the relevant fields. Then, in the preview screen that opens, the user can take the necessary actions by viewing the column and field matching and the listing of the data.
In the 4th and final step, "Assign" is where it is determined which campaigns the created list will be defined for. After selecting the campaigns in the field and entering the priority value that the list will receive, the relevant assignments are made.
After the list is created, it takes its place in the table.
Refresh: Updates the list table and reflects any instant changes on the table if any.
Contact Management (Contacts)
The Contacts screen provides information about all called and uncalled contacts in the selected campaign and/or lists, based on the following parameters. A new row is created for each attempt made to contact.
Name: The name given to the contact by the user.
Priority: The priority value of the contact. This is a numerical value between 1-10 (10 being the highest priority).
Campaign: The campaign to which the contact is assigned.
List: The list to which the contact is assigned.
Daily Attempts: The most recent number of attempts made to contact the contact from the relevant campaign on the current day.
Total Attempts: The most recent total number of attempts made to contact from the relevant campaign throughout the campaign.
Last Result Code: The result code received for the contact in that attempt.
Queue: The queue in which the contact was called.
Last Agent: The agent who contacted the customer, if applicable.
Last Attempt Date: The date and time of the last call attempt to reach the contact.
Users can filter the displayed contacts according to the parameters at the top of the table.
Row-Level Actions
Change Priority: Used to change the contact priority. A value between 1-10 (10 being the highest) is selected and determined in the modal.
Stop Calls: Used to stop calls to the contact. This acts as a kind of "cancel contact" function. A warning is requested in a modal for the process.
Dedicated Agent: This is the area where the agent assigned to the contact, if any, or a new agent to be assigned is selected. The contact carries out all calls with the assigned agent.
Urgent Call: The contact marked will be called in every next call cycle, regardless of the priority in your campaign and lists as long as being completed. You may cancel the urgency of the contact in the interface.
Additional Features
Bulk Change Priority: Easily perform a bulk priority change operation on the interface.
Click the bulk action icon.
Select the contacts to be processed.
Click the bulk change priority button.
Change priorities in the modal that appears.
Bulk Phone Number Cancellation: On the contacts screen, click the Cancel button to open an interface where you can enter up to 100 numbers. Then, in the resulting list, select the contacts and cancel their respective numbers.
Contact Detail Screen
This screen is opened by clicking on the right arrow icon in the row belonging to the contact. It includes basic information about the contact, details of call attempts, a call history containing details of previous attempts, information collected in the last scripter, and custom variable information.
Supervisor Campaign Dashboards
Supervisor Campaign Overview Dashboard
Introducing the supervisor campaign overview dashboard, where you can track all your campaigns from a single point and dive into their details. Monitor the following data from one central location:
Connect rate
Abandon rate
Total contacts
Completed contacts
Remaining contacts
Untouched contacts
Call speed
New Functions
You can access the following two functions from the supervisor campaign overview dashboard:
Finish Code Management: On this screen, users can see calls where no finish code was entered or calls that remained as "agent_answered." They can then define an appropriate finish code using the action button at the beginning of the row. Users can also filter to more easily find the calls they're looking for.
Scheduled Calls: Users can access details about calls with appointments in this table. They can cancel the appointment using the action button at the beginning of the row if desired. Users can also filter to more easily find the calls they're looking for.
Supervisor Campaign Detail Dashboard
By clicking on the row of a campaign they're interested in on the Overview Dashboard, users can access the detailed dashboard for that specific campaign. From here, they can track more comprehensive metrics.
