Dialing Methods

The System Campaign

The System campaign provides a means for regular phone system users to interact with Softdial CallGem™. In the same way as a call center agent logs on to a campaign via the Softdial CallGem™ interface, a phone system user logs on to the System campaign. This is achieved either

• via the Softdial Phone™ or
• through automatic configuration

Automatic configuration is used where the user has no need to use Softdial CallGem™ call control functions or has no PC.

Fig. 1 - The System Campaign Queue

The main difference between the System campaign and an ACD inbound campaign is that a user can log in to it and register with any queue associated with it without nailing up. Turret Configurations provide a means of doing this using agent phones with 2 call appearances. (See Inbound ACD - Turret Setup).

When an agent is logged on to an outbound campaign it is not possible to log into the system campaign with the same agent name and extension.

The most common use of the System campaign is for handling ad-hoc inbound calls such as Reception, handling voicemails etc. i.e. where the inbound calls are not associated with a specific inbound campaign. The System campaign is also commonly used with IVR campaigns.