With Call Pausing, the newest feature in the campaign module, you can pause calls to the contacts in the campaign lists per the criteria you have chosen. This will enable you to stop calling the contacts regionally in the cases of disasters and emergencies, as well as local holidays. Call Pausing also helps with the prioritization of the segments to call in your data and grant flexibility of the arrangement of calling to the segments on a conditional basis without the need to stop the entire campaign,
The data of the contacts in the campaign lists are kept in AloTech depending on certain parameters. In some cases, special parameters can also be defined in the custom field addition section on a campaign basis.
Users who want to use the Call Pausing feature need to define conditions for the system to detect the contacts to be paused. Users can enter 3 conditions in total.
Here are the aspects that make up a condition for call pausing;
Parameter: You can think of parameters as titles expressing the details of the contact. For example, city, country, education level, etc. can be treated as parameters. The parameters to be used in the call pausing must be included in the file containing the contacts and must also be defined in the custom field entry.
Operator: Specifies how the entered values are handled in the parameter. For example, if you want to target only the “London” value in the City parameter, the operator should be “is”.
Value: It is the equivalent of the parameter for a contact. For example, if in the field of profession is “Doctor” for Contact in the data file, the value of the profession parameter for Contact A is “Doctor”.
How to use the Call Pausing:
At the Call Pausing tab in the campaign edit menu, you can start defining the first condition in the Add a Condition section.
Select the parameter, operator, and value for the condition and then click the Save button. For the fields in your data file to appear in the Parameter dropdown, you must define them as custom fields in the campaign settings.
You can add more conditions if you wish by pressing the Add a Condition button. Multiple conditions are linked with the OR operator. That is, if every condition you enter corresponds to your data, calls to the relevant contacts will be paused.
After entering the conditions, you can press the Pause Calling button. The system will pause the contacts corresponding to the conditions whether the campaign is active or not. Thus, when the Call Pausing feature is on, even if the campaign is started, no calls will be made to the contacts that meet the entered conditions.
Following the confirmation, the system starts to pause the calls to your contacts per the entered conditions. This process may vary depending on the size of the matching data. If the number of contacts corresponding to the conditions is large, the process takes longer. You will see a “Your transaction is in progress” notification while the pause process is in progress. In the meanwhile, the buttons and fields become disabled to prevent any errors. You can have information about the latest status by using the Refresh button.
After the process is completed, the Refresh button will be removed and the Total number of paused contacts will take its final value. At this point, calls to contacts that comply with the relevant conditions are paused. Instead of Pause Calling, you will see the Start Calling button.
After the call pausing is completed, new conditions can be defined if there is an available slot in the Add a Condition section. After defining a new condition, press the Save button.
Upon confirmation, the Start Calling button will be replaced by the Pause Calling button. After pressing this button, calls will be paused again to contacts that meet all conditions. The time will be proportional to the size of the data. In cases when there are many contacts to be paused, there may be some calls to the contacts of the previous conditions.
The paused calls to the contacts matching the relevant conditions can be started by pressing the Start Calling button. Conditions remain in the Call Pausing screen if need to be paused again.
The user can delete the condition group if they wish to do so. If there are paused contacts corresponding to the condition group, calls will begin to these contacts.
The deletion process is also completed after a time that varies according to the number of contacts. Once the deletion is completed, the “Your transaction is in progress” notification disappears and the Total number of resumed contacts takes its final value.
When the deletion is complete, all condition fields become blank.
The Purpose:
You can manage your campaigns much more flexibly with the Call Pausing feature. The Call Pausing feature, which was originally developed with the idea of stopping regional calls for campaigns in the cases of disasters, can be handy in various other use-cases.
Since the campaign lists usually contain a large amount of data, considering the processing times, the best use scenario for Call Pausing is to plan thoroughly and enter the conditions in one go.
We wish the Call Pausing feature will help you increase your efficiency and achieve your targets easily. For more information and feedback please do not hesitate to contact us.