A campaign can be regarded as a list of campaign records; facts about customers to be called for a specific purpose.
Each campaign can have its status as described in Basics about status of a campaign. In these campaigns the campaign records can have their different statuses as well.
- Open
- The campaign record is available for outgoing calls, provided that other conditions are met (like the campaign being in status Started and that the campaign record has not been postponed).
- Closed
- The campaign record is ended.
- Paused
- The campaign record is temporarily on hold.
- Active
- An active preview campaign record is routed from ACE Server to ACE Dialer that dials the telephone number that can be seen in the campaign record. An active campaign record is routed to a queue or waiting list and is accepted in the same way as a callback record. ACE dials the telephone number that can be seen from the campaign record.
An active dialer campaign record is fetched from the data base for an outgoing call. The record is transferred from ACE Server to ACE Dialer that dials the telephone record that can be seen in the campaign record. The connected call is then routed to an agent and ACE Dialer connects the customer with the agent.
The status of a campaign record can be changed in the following ways:
- Via a treatment. See Configure treatments for a campaign record.
- Via a rule based treatment.
- By the administrator via ACE Admin, in the Campaign records window, or in connection with import of campaign records from file. See Overview of the Campaign records window and Import campaign records.
An administrator cannot activate a campaign record. The status transition to and from Active status can only be made by the ACE system. An active campaign record is routed to a queue, accepted by an agent, and ACE then calls the telephone number seen in the campaign record. The campaign record turns to status open, closed, paused or active again depending on the outcome of the call and on the feedback given by the agent.