Manage Individual Call List

Manage Individual Call List
 
Once you have created your campaign and call list, you will be taken to this screen.
1

Add Import Template

1. Add Import Template
Each Campaign may have many call lists and many templates.  Before you can import records into your call list, you must add create an import template which maps your call list data to your script fields.  Click the Add Import Template button and follow the wizard.  Step by step instructions are available here:  Setup Outbound Template Wizard.
2

Import Records button

2. Import Records button
Once you have created a Call List and Import Template, use this button to import the records into your call List. 
 
 
 
  • Specify the call list into which you will import the data.
  • Specify the template to use to import the records.
  • Set Maximum call attempts.  The call will be marked as completed after a specified number of attempts.
  • Specify the priority of these calls.  100 is high priority, 0 is low priority.  There are no rules for numbers in between except that they will be delivered to the agent in order of priority.  These only exist to help you prioritise batches of records.  Priorities can also be set in the Campaign Records View.
  • Assign calls to Users - Assign to one agent, or all agents.  Calls can be reassigned to other agents later if required. 
  • Ignore or Update Duplicate Rows.    Use this tool to update your call list rather than import it. 
3

Schedule Imports

3. Schedule Imports
Records can be imported into a specified call list using a specified template automatically.  For further information, see Scheduled Call List Imports
4

Add Call Record

4. Add Call Record
Manually add a single record by typing the information into the fields.  Adding a record in this way does NOT allow you to enter data for any script fields, only the campaign fields.
5

Show Campaign Records

5. Show Campaign Records
Show the records associated with the currently selected call list.  This is the default view that is shown when you double click on an existing call list.  Use this view to mass update call list items.
 
 
Double clicking on a select checkbox will jump to the Call Record Details for that call.
6

View Agent Calling Lists

6. View Agent Calling Lists
View records in the current call list that are assigned to specific agents, or "All Agents", that is to say not assigned to anyone.
 
7

View Rescheduled Calls

7. View Rescheduled Calls
View calls by the date they are rescheduled for, and which agent they are assigned to:
 
8

View\Edit Call Data

8. View\Edit Call Data
This allows you to view and edit the data collected on a particular call.  To change the outcome of or reschedule a particular call, see View\Edit Call Record, below  The agent may have made a mistake which needs rectifying.  This is where you would do it.
 
Make sure you are viewing campaign records for the correct call list, then select a COMPLETED record to view by checking the box  in the left hand column of the list that corresponds to the record you wish to view or edit.
 
 
By default, only the fields where the data was collected are shown.  Choose the "Yes" radio button to Show All Fields.
 
Edit the collected data and click Update or Cancel at the bottom.
 
 
9

View\Edit Call Record

9. View\Edit Call Record
View information relating to the call:
  • Edit call list details.
  • Reassign the record.
  • Change the outcome
  • Reschedule the call.
  • Change priority and max attempts.
  • View call History
 
 
This screen can also be reached by double clicking on a call's check box from the Show Campaign Records view.
10

Change Status

10. Change Status
Change the status (New, Finished, Rescheduled, Disabled) of single or multiple records using the following search options:
 
 
The current status of calls is colour coded in the call list view as follows:
 
11

Change Priority

11. Change Priority
Change the Priority (0 = low, 100 = high) of single or multiple records using the following search options:
 
 
12

Change Call Attempts

12. Change Call Attempts
Change the maximum Call Attempts (the number of re-tries the system will make until the calls are Finished, 0 = infinite) of single or multiple records using the following search options:
 
 
13

Change Assignments

13. Change Assignments
Change the who the records are assigned to (reassign calls from one agent to another) of single or multiple records using the following search options:
 
 
14

Reschedule Records

14. Reschedule Records
Reschedule single or multiple records using the following search options:
 
 
15

Redistribute Records

15. Redistribute Records
Move records from the current call list into another call list.  Select the single or multiple records to move using the following search options:
 
 
16

Prioritise Records

16. Prioritise Records
Prioritise Records according to any script field.  See Prioritise Records for further information
17

Disable Records

17. Disable Records
Disable individual records.  You must first select the records to disable.
18

Delete Disabled

18. Delete Disabled
Delete disabled records. 
19

Make Active

19. Make Active
Make the current call list active.  See also Manage Campaign Call Lists
20

Manage Groups

20. Manage Groups
Select the user groups that will be able to make calls from the current call list.  This is particularly relevant where the call in a call list are assigned to All Agents/All Users.