How to Group Call Endpoints (Buyers)

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You may find yourself managing a large amount of geographically dispersed Call Endpoints (Buyers). We've made it easy for you to manage this by organizing them using endpoint groups. Endpoint groups can contain several buyers you wish to use on a regular basis across various campaigns, without having to manually add each one individually.

Endpoint groups also have the added option of simuldialing its members, meaning it will dial each member of the group simultaneously and route the call to the first member to pick up the call. 


 

Endpoint Group Overview

 

Creating An Endpoint Group

Creating An Endpoint Group

  1. Head into Contact Handlers -> Handler Group or head into Buyers -> Buyer Groups if Performance Marketing Edition is enabled under the Retreaver Store, then press "Create new group"
  2. Under the Call Buyer field, insert any call buyers you wish to add to this group

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  3. Groups are useful any time you have multiple Call Endpoints (Buyers) to add to a Campaign. This group is treated exactly the same as normal entries for call routing purposes, this serves as a helpful container.

    Aside from organizational purposes, groups have their own daily, monthly, and hard caps. Calls contributing to a cap on an individual will also contribute to caps on the group they belong to. Set a cap on the group, and once the cap is reached, nobody in the group will receive calls.

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  4. Edit the desired Campaign and begin typing the name of the group you've created and selected it. Be sure to click Update Campaign when you're finished.

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Unlocking Endpoint Groups

Unlocking Endpoint Groups

Unlocking buyer groups allows for custom priorities and weights to be set for each call buyer in a group. However please note that any call buyers added to this group at a later date will also be added to a routing setting automatically in an unlocked state.

Configuring An Endpoint Group to Simuldial

Configuring An Endpoint Group to Simuldial

You can set an endpoint group to simuldial by toggling the "Simuldial Handlers" toggle under the "Behaviour" section of the endpoint group edit page. Once placed on a campaign, any calls engaging with this group will dial out to every endpoint in the group simultaneously. The first member to pick up the call will then be routed to.

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Configuring a group to simuldial.

Splitting group business hours & caps

Splitting business hours

You can easily handle situations where a series of Call Endpoints (Buyers) have staggered business hours. Start by creating multiple Call Endpoints (Buyers) - one for each time shift, and then add them to a group. You can then include these individually configured buyer groups on your campaigns.


Splitting call caps

The caps should be set on the group, with the caps on the individuals being left as infinite. Once a cap is reached on the group, they will be blocked from receiving additional calls.

You can further configure caps on an individual endpoint basis by modifying the endpoint profile directly, IE set a cap of 100 calls for the endpoint group, with a further maximum cap of 20 calls going to a specific member.

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