In the call center environment, a campaign is a specific project that includes a list of numbers to be dialed, some data (generally stored in a database or a worksheet), and a queue, and can display or execute some applications when a call is answered by an agent.
Depending on the call direction, the call campaign may be either incoming or outgoing. In this recipe, we will set up a campaign for incoming calls to our system. In this campaign, we must use the clients list and a queue configured to receive calls.
To add an Inbound Campaign, go to the Call Center | Ingoing Calls | Ingoing Campaigns module.
Click on the Show Filter | Create New Campaign link. The information we need to enter is as follows:
Name: Name of the campaign.
Range Date: The period of time that this campaign will be valid for.
Schedule per Day: The business hours during which this campaign will be active.
Form: In this section, we can select the form we would like to use in our campaign...