Readymode-IQ: Campaigns User Guide

TABLE OF CONTENTS

Introduction

The Readymode-IQ portal enables administrators to manage Readymode DID features through one user-friendly interface.

 

The three main modules in Readymode-IQ are the DID Reputation module, Playlists module and Campaigns module. A client may have access to one or more of these modules.

 

Here we will explore the Campaigns module. 


About Campaigns

Campaigns make DID call management “smarter” and add the capability for client administrators to be able to specify the behavior of cadences for campaigns. This behavior is defined largely by custom rules that may override a configured default rule and is driven by the number of call attempts made for a campaign (DID group).

 

Using rules, administrators can specify how calls are managed in certain scenarios, e.g. when a call goes through to an answering machine, there is no answer or a call is abandoned. .

 

In order to use this feature, you must first define a cadence of pre-recorded messages in the Readymode Admin application and assign it to a campaign. 


What Can You Do in the Campaigns Module? 

  • Create, modify, and delete rules around how calls are managed for specific campaigns.  


Gateway and Administrator Requirements

Gateway Requirements

The following criteria are required at the gateway level to enable this functionality to work. 

 

Please contact [email protected] to ensure you meet these criteria:

  • Active
  • Paying
  • Opted In 

 

To check whether a user is active:

  1. Log in to the Readymode application as an Admin user.
  2. On the Dashboard page, go to the Manage section and select License Usage.
  3. All active users are listed in the Users section. 

 

active-users

Admin User Requirements

  • Active
  • Must have Manage VOIP permission

 

To configure the Manage VOIP permission:

  1. Log in to Readymode as an Admin user.
  2. On the User Management page, in the Admin section, select your username.
  3. Go to the Inherited from "Default" section at the right side of the page.
  4. In the Communication section, make sure that Manage VOIP is checked (selected).

 

manage-voip

 

If you need further assistance, please contact our Technical Support team at:

Email:  [email protected]

Phone: 1-800-694-1049


Logging In and Logging Out

Logging In

Accessing the Login Page

There are two ways to get to the Login page:

  1. Enter the direct link in your browser:  iq.Readymode.com.
  2. On the Apps Grid page, click on the DID Reputation icon.

Entering Credentials

To log in, enter your assigned credentials (1) - Gateway, Username and Password - correctly and then click on the Sign In button (2). All three fields are mandatory and case-sensitive. 

 

Tip: Toggle the Eye icon to view or hide your password.


Login Error Scenarios

The app will display an error message if you enter your credentials incorrectly, for example: 

 

  • Entering an incorrect Gateway, Username or Password 
  • Omitting one or more of the three login fields 

 

If you need further assistance, please contact our Technical Support team at:

Email:  [email protected]

Phone: 1-800-694-1049

 

There are direct links to Readymode support at the bottom left of the Login page.


Logging Out

At the top right of the portal  page is a link to the Settings module. 

 

To log out, go to the Settings module (1) and then click Logout (2). You will be redirected to the Login page.

 

 

Note: If there is no activity in the application for 24 hours, any new action in the application will automatically log you out and redirect you to the Login page. 


Navigating the Readymode-IQ Portal

There are three main modules in Readymode-IQ. They can be navigated using the Menu buttons on the left of the portal page: 

  1. DID Reputation module (default)
  2. Playlists module
  3. Campaigns module

 

Note: You may have access to one or more of these modules. In this example, the Campaigns module has been selected.

 

At the top right of the portal page is a link to the Settings module. Here you can change the theme for the portal. There are also links to log out and to view the Readymode-IQ knowledge base.

 

 

Click Settings to change the theme from light to dark and vice versa.

 

Below is an example of the dark theme.

Below is an example of the light theme.


Navigating the Campaigns Module

Note: You can use your browser zoom in (+) or zoom (-) function to resize the screen.


Campaigns Pane

To view a list of campaigns available to you, after logging in, select the Campaigns icon. 

A list of all the campaigns from the legacy application will be displayed in the Campaigns pane in the order they appeared in the legacy application. 

Note: The default rule will therefore always be initially the same as it was in the legacy application. The default rule parameters may thereafter be changed by an administrator.


To view details of a campaign, select it from the list. 


Main Pane

At the top of the Main pane is the Insights section (1). Underneath the Insights section is the Rules section, which displays the default rule (2) and the custom rules table (3). 


Insights Section

There are four charts in the Insights section. These charts provide a graphical illustration of call patterns for a selected campaign.

  1. CALLS chart - Total number of calls made by the dialer during a given day for a selected campaign.
  2. ANSWERED (%) chart - Total percentage of answered calls by both humans and answering machines during a given day for a selected campaign.
  3. HUMAN ANSWERED (%) chart - Total percentage of human-answered calls during a given day for a selected campaign.
  4. CALLS TO CONNECT chart - Total number of calls that needs to be made by the dialer to be able to successfully connect to an agent during a given day for a  selected campaign.


Rules Section

About Rules

There are two areas in the Rules section.

  1. Default rules section  
  2. Custom rules table

 

Important note: Custom rules, if set, always override the default rule. 

 

Administrators should first define a default rule (1) and then add custom rules (2).

 


Default Rule

Administrators may edit the default rule. The default rule is initially configured as it was in the legacy system. It may be re-configured by administrators within the bounds of minimum and maximum parameter values that are set, per client, by Readymode in the backend. These values may be changed on request. 

 

The default rule includes the following parameters that specify system behavior in various call scenarios: where an Answering Machine takes a call, where there is No Answer and where a call is Abandoned.


Answering Machine Parameter

This parameter determines system behavior when an answering machine picks up a call. It defines the period between calls.

The default value for the Answering Machine parameter is “Default to system” (1). This is the minimum value and reflects, initially, the same configuration as in the legacy application. The default minimum and maximum values may be changed by Readymode, as per client requirements. 

 

The Answering Machine parameter allows administrators to set up a custom duration. 

To configure a duration, select the Configure duration radio button, which will activate the section where the duration can be set in Days, Hours and Minutes. After configuring the duration, click Apply to capture the configuration. 

Note: Clicking Apply does not save the configuration After configuring all the parameters, the configuration must be saved by clicking on the Save button at the bottom of the page.. 

The system default for lock time, i.e. a phase or duration, is usually 4 hours. The term lock time is used to describe the duration during which calls may not be made, i.e. the system is locked. 

 

The default lock time value can be different per client based on its current system configuration, which may be updated by Readymode on request. 

 

The combined values in the default rule must be greater than or equal to the default lock time, which is:

  • The system-configured value (if enabled), or
  • 4 hours (if a value has not been configured and enabled in the backend. 

Note: The system does not convert durations, e.g. 65 minutes into one hour and five minutes.

When an administrator enters an incorrect duration, an error icon will be displayed and the error will be outlined in red. The Save button will be disabled until the error is corrected to prevent invalid durations from being saved. 


No Answer Parameter

This parameter determines system behavior when there is no answer to a call.

Note: The No Answer parameter may be configured in the same way as the Answering Machine parameter.


Abandoned Parameter

This parameter defines system behavior when a call is abandoned before it is answered by an answering machine or when a call times out.

Note: The Abandoned  parameter may be configured in the same way as the Answering Machine parameter and the No Answer parameter.


Custom Rules Table

The custom rules table by default consists of empty rows. It is up to the administrator to add custom rules. 

Note: The maximum number of custom rules is 10.

 

To create a new rule, click +Add Rule at the top right of the page. After creating or modifying a rule, the Save button at the bottom of the page will become active. 

 

When adding a custom rule, the parameter values will be initially configured as per the default rule, which is displayed above the custom rules table. Thereafter, the administrator may change these values, but they must be in line with the default rule values. In this example, the default rule value for the Answering Machine parameter is “Default to system”, which was configured as 8 hours.

Some of the parameters for custom rules have the same definition as for the default rule, viz. Answering Machine, No Answer and Abandoned

Additional parameters for custom rules are Call Attempt From and Call Attempt To

The dialer will set the cadence for the next tentative call time based on the configured Call Attempt From and Call Attempt To, based on the last call activity, i.e. whether the call was answered by an Answering Machine, there was No Answer or the call was Abandoned, and configured Durations.

 

Note: An administrator can set numerous rules for a campaign for specific call attempts. These custom rules will override the default rule, but the individual parameters must be set in line with the minimum and maximum values set in the default rule. 


Call Attempt From and Call Attempt To

  • Call Attempt To can be the same value or greater than Call Attempt From
  • The values for  Call Attempt From and Call Attempt To should be unique per custom rule and should not overlap.
  • To set a custom rule for a first call attempt, Call Attempt From must be set to 1. 
  • Where Call Attempt From is set to 2, the first call attempt will use the default rule as it was not configured. For instance, if Call Attempt From is 2 and Call Attempt To is 5, the first call attempt will use the default rule and call attempts 2 to 5 will use the custom rule.
  • An administrator can leave Call Attempt To blank or (-), indicating the value is anything above the corresponding Call Attempt From
    • Wherever Call Attempt From is blank or a hyphen (-), the rule is considered the last rule to apply regardless of row position.
    • Call Attempt From and Call Attempt To logic should always start from the lowest integer to the largest unless a blank Call Attempt To was defined.
  • Gaps for call attempts between rules are allowed - these rules will use the configuration for the default rule.

 

After saving valid custom rules, a “Campaign saved successfully!” message will be displayed below the custom rules table. 


UI Elements and Functions for Rules


Custom Rules Buttons

 

  • Delete/Remove button - Delete the specific row for the selected custom rule
  • Duplicate Row button - The custom rule is duplicated and added just below the custom rule where the Duplicate Row button was selected (This is different from the Add Rule button where the function adds a custom rule at the bottom of the table with initial values based on the default rule.)
  • Add Rule button - Adds a new custom rule just below the custom rule where the Add button was selected, using the same configuration as the default rule. 

 

Saving Changes Made to Rules or Reverting

Save button - Administrators are able to click on the Save button which will trigger the validation of required fields and display error messages, where relevant administrators are not given the option to cancel this action once selected; the action of saving a rule cannot be reversed.)

Revert button - Administrators are able to click on the Revert button to cancel any user action that was done prior to any saving process. This will just cancel all the changes and any inputs or selections that were done on the whole page/screen will be lost.

 

Note: Administrators are able to confirm whether to proceed to revert or cancel the revert user action:


Administrators are able to navigate away from the current page/display and select other campaigns menu options in the application without any warning prompts if there are no unsaved configurations.

 

However, if the administrator has made any configuration changes, they will see a warning prompt “Are you sure you want to leave this page? You will lose all unsaved changes.” 

  • Select the Leave this page button to continue the navigation away action and abandon any unsaved changes.
  • Select the Stay on this page button to stay on the current page and continue making changes.

 

 

Error Alerts

The Campaigns module will alert you to errors when you create or modify rules. 

 

If the properties you assign to a scenario are incorrect, an Error icon will be displayed. Hover over the icon to view information about the error.

Help!

Click on the Help icon at the top right of the Home page to go to the Readymode Help Center.

help

 

Alternatively, on the Apps Grid page, click on the Readymode Help Center icon


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