Campaigns
A campaign is a set of dialing rules plus the places its calls come from. Agents don’t dial numbers directly — they join a campaign, and the campaign decides who gets called, from which number, how fast, and what happens when nobody’s free to take the call.
Go to Admin → Campaigns.
The three types
Section titled “The three types”You pick a type when you create the campaign, and it decides which settings tabs appear.
| Type | What it does | Tabs you get |
|---|---|---|
| Outbound | Dials out through your lists | General, Outbound |
| Inbound | Receives calls from your numbers and vendors | General, Inbound |
| Blended | Both at once | General, Outbound, Inbound |
You can change the type later on the General tab. The tabs update as soon as you do — if you switch away from a type whose tab you were editing, you land back on General.
Creating one
Section titled “Creating one”Click New campaign, give it a name, and pick a type. It’s created active and empty: no lists, no numbers, no vendors, no agents. Nothing dials until you add a lead source and assign at least one agent.
Reading the list
Section titled “Reading the list”| Column | What it means |
|---|---|
| Name | |
| Type | Outbound, Inbound, or Blended |
| Leads | Every lead in the campaign, in any state — not just the ones waiting to be called |
| Vendors | How many vendors feed it |
| Queued | Leads that are dialable right now |
Queued is the number to watch. A campaign can show thousands of Leads and zero Queued — that means every lead is currently blocked by something: outside calling hours, inside the redial cooldown, at its attempt cap, or already worked. See Outbound settings for what holds a lead back.
Click any row to open its settings.
Saving
Section titled “Saving”Every campaign settings screen has one Save changes button in the header, and it commits everything you’ve changed across every tab. You can edit General, switch to Outbound, change more, and save once. Nothing is written until you press it — including the tick-lists for agents, lists, numbers and vendors.
Archiving
Section titled “Archiving”Campaigns are never deleted. There’s no delete button anywhere, deliberately — deleting one would take its call history and reporting with it.
Instead you archive. Open the row’s ⋯ menu and choose Archive, or use the button beside Save changes on the campaign’s own settings screen. An archived campaign stops dialing, stops accepting inbound calls, and disappears from agents’ campaign pickers.
To see archived campaigns, turn on Archived only in the list header. It’s either/or, not additive — off shows your active campaigns, on shows the archived ones, never both mixed together. Archived rows are greyed out and marked Archived. Restore is immediate and asks nothing.
Duplicating
Section titled “Duplicating”⋯ → Duplicate copies a campaign’s configuration. You’re asked to name the copy — two campaigns called “Aetna Q3” help nobody.
What comes across: every setting on every tab, and the assigned agents.
What does not: lists, numbers, vendors, and leads.
That omission is the whole point of duplicating — you’re copying the rules, not the work. But it’s also invisible once the copy opens, so it’s worth saying plainly: a duplicated campaign has no lead source and will never dial until you give it one.
You can duplicate an archived campaign, and the copy comes back active. That’s the usual reason to keep an archived campaign around — as a template.