Phone campaign settings

You can adjust the following settings within your phone campaign:

Deadline: Set the date and time the campaign ends. After this time it will not be possible for users to make calls through this campaign.

Calling hours: Set the hours you want users to be able to make calls.

Area code: Specify an area code for the phone number used to make calls for this campaign to make sure the number is local and recognisable.

Calling attempts: Select the how many call attempts can be made to each person across the duration of the campaign. Each person can only be called once per day.

Calling order: Select the order call attempts will be made to people in the call pool.

Default: People will be placed in the call list in a random order, but each day will be called in the same order.
Lock step: Everyone in the campaign will be tried in lock-step order, so that everyone will receive one call before anyone receives a second.
A-Z: People will be placed in the call list in alphabetical order.
Z-A: People will be placed in the call list in reverse alphabetical order.

Find out more about using calling order to increase the impact of your campaign.

Calling methods: select the options available for users to make calls. If more than one method is enabled, users will select the one they wish to use when they start calling.

Volunteer matching: Use caller matching to localise a wider campaign and match callers with people in the same region or branch.

Match by branch: Callers can only attempt to call people within the same organisation as themselves.
Any organisation below users organisation: Organisations are organised from national, to regional, to local and hyperlocal levels. Callers can only attempt to call people in the organisations that sit within the caller’s organisation in the structure.

Volunteer targeting: Use this setting to target specific branches, regions, employers or workplaces within the campaign. When turned on, callers will have the option to pick a target before they begin making calls.

Any organisation beneath their own - callers can target any organisation in the campaign that is within the organisation they are assigned to as a user (eg a regional user can select to target only those branches, employers or workplaces in their region)
Any organisation - callers can target any organisation in the campaign. For this to work for caller assigned to organisations below national, you will need to given them a role permission "Volunteer anywhere". See more about creating and updating roles.

Find out more about using caller matching and targeting to increase the impact of your campaign.

Call recording: If call recording is enabled a link to each individual call recording will be included in the CSV download for the campaign.

Call feedback: Ask volunteers to give feedback on how calls go.

Minimum and maximum call time: Set a minimum and maximum call time. This time starts as soon as the call is placed. If using paid agents instead of staff or volunteers Ofcom regulations require a minimum call time of 15 seconds.

Supervisors: Allow callers to patch in supervisors to join the call and select the supervisors for the calling campaign. Set up supervisors in the settings tab.