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How To Setup Voice Broadcasting Campaign?

Voice Broadcasting campaign allows you to call a large number of contacts simultaneously. You may also play your recorded message and let them press - 1 to transfer calls to an agent or ask the caller to leave a message. 

Step 1: Create a Voice Broadcasting Campaign

Click on the “Create” button under Voice Broadcast Campaign

Step 2: Setup Live Answer

Live Answer is a message that is played when the call is answered. You can record a custom message including the transfer digits that are available for the receiver.  There are two (2) options you can choose for Live Answer:

  1. Play Audio - Select a pre-recorded/uploaded audio that you want to play to your contacts. To record/upload a new audio click here.
  2. Text To Speech - Here, you can add personalized text message which will be played to the receiver using text to speech engine in runtime.

Note: You can make use of merge tags in Text to Speech to personalize the message.

Step 3: Adding Transfer

Under Transfers you can select the audio message that will play after the transfer digit is pressed. It should contain a confirmation of the keypress. Like:  “Thank you. please hold while your call is transferred to one of our representatives. 

3.1 Click on the “Add Transfer” button to add a Transfer digit.

3.2 Set your Transfer Message. You can either use a pre-recorded audio by selecting the “Play Audio” or use a text by selecting the “Text to Speech”.

3.3 Set transfer digit by selecting a digit from the dropdown under “Transfer Digit”.

3.4 Set transfer options. There are four 4 transfer options to meet your requirements:

  • Transfer to Phone - You can use this option to transfer the call to a specific number(s). You can add Multiple Numbers separated by commas.
  • Record Message - If selected, contact can record the message after pressing a digit.
  • Record Message and Create Transcript - If selected, contact can record the message after pressing the digit and the Transcript will also be created for the same. You can check the transcript in transfer results. 
  • Hang up Immediately - this is used to hang up the call after the Transfer Message is played. Best suited for surveys
Note: Transcription is charged $0.69 per minute.

Step 4: Enable Answering Machine

Voice Broadcast Campaign supports Answering Machine Detection. If the Answering Machine is enabled, the system will automatically drop a voicemail if the call is picked up by a machine.

To enable Answering Machine, just click on the “Enable Answering Machine Detection” button. Here, you choose if you wish to play audio or hang up the call immediately. 

For example:

If you want to automatically drop voicemails to calls answered by a machine, just click the “Enable Answering Machine Detection” button under “Answering Machine”. Click choose “Play Audio” and select the audio you want to be played for voicemail.

If you want the call to hang up immediately when the call is answered by a machine, just click select “Hang up Immediately”.

Step 5: Enable Do Not Call

Do Not Call contains the message that will play when the DNC digit is pressed. It should contain a confirmation of the keypress. For example: “Thank you. Your number will be removed from our list”

All contacts who pressed digit for Do Not Call will automatically be added on Do Not Call list and the system will not send SMS and calls to that contact in all future campaigns.

To enable the Do Not Call, just click on the “Enable Do Not Call” button.

For example:

If you want your contacts to press “8” to be listed in Do Not Call list, just click “Enable Do Not Call” button, click choose either “Play Audio” and select the audio in the drop-down or the “Text to Speech” and enter a message to be played after contacts pressed the digit. Then select the digit “8” under “DNC Digit”.

Step 6: Assign Phonebook

You can assign the phonebook containing all your contacts that you wish to call. Adding multiple phonebooks is also supported.

Note: The phonebook assigned cannot be changed once the campaign setup is finished.

Step 7: Set Caller ID

Caller ID refers to the number that will be displayed to your recipient when the call is made. Only Validated Numbers can be used as a Caller ID for Call Campaigns. You can validate a new number by clicking “Add” beside the Caller ID dropdown.

Apart from that, you have an option to use a Dynamic Caller ID. To know more about Dynamic Caller ID and its usage click here

Step 8: Change Voice Broadcast Name

You can change the name for your Voice Broadcast Campaign.

Step 9: Setup Dialer Settings

There are four 4 settings to set under Dialer Settings. You can see the following details below:

  • Frequency - this refers to the number of calls per minute.  The default frequency is set to 60 but you can increase it to 120.
  • Max Call Duration - This refers to the maximum duration for each call that is connected to the agent when the contacts press the digit to speak to an agent. This number is in seconds, The default duration is set to 1800 seconds but you can increase this to 7200.
  • Max Retries - this refers to the number of retries per contact for unanswered calls. The default Max Retries is set to “0” but you can increase it up to 10.
  • Time Between Retries - this refers to the time delay in seconds before retrying the contact.

Step 10: Set Campaign Schedule

Campaign Scheduling is used to schedule when the campaign will start to send out calls and when it should stop. This schedule is applied to all contacts in the campaign. You need to set the schedule as mentioned below: 

  • Start - this refers to when the campaign should start sending out the calls. The date format is “YYYY-mm-DD HH:mm:SS”.
  • Finish - this refers to when the campaign will end or expire. The date format is “YYYY-mm-DD HH:mm:SS”.
  • Week Days - this refers to which day/days the system will send out the calls, for example: Monday-Friday only. Just click check the days that your calls should be sent out.
  • Use Timezone of the Contact - as default, the system follows your time zone set in the “Account Settings”. If this setting is checked or enabled, the campaign schedule you set will follow your contact’s time zone. However, this is only available for contacts with a complete US address. Refer to an article here for details.
  • Daily Start Time - this refers to when the system will start sending out the calls in a day. For example: you only want to start sending out the calls at 9 AM daily. You can set the time here as “09:00:00”.
  • Daily End Time - this refers to when the system will stop sending out the calls in a day. For example: you only want to send out calls until 5 PM daily. You can set the time here as “17:00:00”.

For example:

If you want to set your campaign to Start on August 10, 2019, at 9 AM, End the campaign on August 30, 2019, at 5 PM and send calls only on Weekdays (Monday-Friday). You can also set the time when to start and stop the calls in a day. So if you want to start the call to start at 9 AM daily and stops the call at 5 PM daily, you can set the campaign schedule as (please refer to the screenshot below):

Step 11: Finish

Click on the “Finish” button and congratulations, you are ready to start your campaign.

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  1. Tarun Gulati

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