Overview

Campaign Calling for Opportunity is a powerful tool that will enable institutes to leverage efficient nurturing via automated outbound calling. With this, Meritto enables Counsellors to seamlessly nurture multiple opportunities for leads, through all the existing call flows just as available for Lead and Application Manager. This document describes on how users can seamlessly use Campaign Calling in Opportunity module.

Use Case

Consider a case where a counsellor or a user has allotted Opportunity lists with each list containing hundreds or thousands of opportunities of leads. To connect with them on a regular basis, manual Outbound Call can be cumbersome at times. By pushing selected list of opportunities into an automated Campaign, the user can save time and also ensure that they are able to connect to all the leads without the hassle of missing anyone out as part of nurturing.

Step by Step Instructions

A. Campaign Calling Configuration (SmartPing)

1. Ensure that the Opportunity module and Telephony are enabled for the institution.
2. Also, ensure that the specific Telephony permissions and Opportunity module permissions & access are allotted to different users as per requirements.
3. Navigate via Settings >> Extensions >> Telephony Integration >> Select vendor as SmartPing_CC (Softphone configuration for SmartPing)
   
   
   
4. Select the Campaign Dialer tab.
5. Enable/Disable Campaign Configuration.
6. If the user wants to enable Primary, Secondary, and Dynamic Mobile fields of a lead for campaign calling, enable the option “Enable all mobile type fields for campaign calling”
7. Request Method: Post.
8. Add Campaign Dialer URL under the field labelled Campaign Dialer URL.
9. Add Campaign List* for all the configured campaigns and provide an alias name against each Campaign ID. To add more, click on the “+” sign in the RHS of the Alias name field.
10. Configure additional parameters like token, location_id, list_type, etc. (Follow the Screenshot for reference) 
    
    
    
11. To configure User or Agents, click on the option “User Config” present on the RHS of the page beside the “Additional Config” tab.
12. Click on “Field Mapping” to configure the following details as shown in the screenshot below:
    
    
    

13. Configure Agent details under the User Mapping section for the headers as shown in the below screenshot:
    
    
    

14. Configure additional Response parameters as shown below in the screenshot:
    
    
    

15. If the client wants to assign a lead (which does not currently have a lead owner) to a lead owner after a successful campaign call from the owner to lead, then enable the option “Assign Lead to Owner”.

16. If the client wants to assign a lead (which already has a lead owner) to another lead owner after a successful campaign call from that Lead owner to lead, then enable the option “Assign Lead to Another Owner”.

17. By default, the Non-Agent Wise Campaign Data push is configured. If the client wishes to go for Agent-wise Campaign data push, enable the toggle "Agent-wise Campaign Data push" option.

18. Next, ensure that the APIs for CallBack and Call Notification Popup as provided in the Telephony section are configured on the SmartPing softphone vendor panel correctly.

19. Lastly, in the Additional Config settings, you will have two configurations as shown below: 
    
    
    a. Enable Call Popup to show Opportunity details must be toggled 'ON'.
    
    b. If in case Users also want to see Lead details for the incoming call from the prospect, then keep the configuration - Disable Call Popup showing Lead details as 'OFF'.
20. Click on Save to save the additional configuration settings.

B. Initiating Campaign Calling

Note: Make sure the required permissions are provided to counsellors so that they can initiate Telephony Campaigns as described above.

1. Open and log into the Meritto CRM.
   

2. In the CRM, navigate to the side menu and go to Opportunity >> Opportunity List as shown in the screenshot.
   

3. Click on the specific Opportunity List to open up the page containing all the opportunities for that list.

4. Filter out your Opportunities as required and select all the required to whom you want to call via Campaign.

5. Click on the More options button  as shown in the screenshot and select the option, "Send to Telephony Campaign".
   

6. In the popup, select the vendor. (if in case the Multi-Vendor is enabled for that specific institute or else skip to Step 7)

7. Select the Campaign from which you want to call your leads.
   

8. Click on the "Send" option.

9. A popup will appear as shown to confirm whether you want to send the leads to the telephony campaign. Click on "Okay".
   

10. A success message popup appears confirming that the details have been sent.
    

11. As soon as a call is connected, then a Campaign Call Notification Popup comes up as shown below.
    

    Note- Popup for Lead details and Opportunity details depends on the configuration in the Telephony settings section

12. Click on the lead to view the Lead details. Simultaneously, relevant Opportunities associated with the Lead (and the Opportunity List associated with the User) will be shown. You can visit the Opportunity Profile by clicking on the "Edit" or "Pencil" icon on the Opportunity details.
    
    
    

13. Once the call ends, the details will be updated in both the Lead and Opportunity timelines for both Missed and Connected Calls.
    
    (Lead Timeline)
    
    
    (Opportunity Timeline)

C. Creating Opportunity during Campaign Call

1. During an Ongoing Campaign Call, in the Calling popup, click on the Lead details to view the Opportunity details. To create a new opportunity, click on the "Create" opportunity button as shown.
   
   
   
2. Select the relevant Opportunity list for which you want to create a new Opportunity under the same. 
   
   
   
3. Fill the relevant Opportunity details and click on the "Add" button at the bottom to create a new Opportunity. The same will be updated in the Opportunity and Lead timeline as shown.