Calling List

A calling list is a collection of contact records that Personal Connection (PC) attempts to reach through Proactive Voice, agentless Proactive SMS, or agentless Proactive Email.You can create and upload a calling list manually, or you can work with your NICE inContact account manager and Professional Services to enable Proactive XS. Proactive XS uses Studio scripts to automatically pull contact information from your CRM. After PC dial calls or send texts or emails to those contacts, Proactive XS checks the contacts back in to the CRM with the interactions and interaction attempts recorded.

Mr. Darcy set up the PCPhoneCollections Proactive Voice skill and the PCEmailCollections Proactive Email skill to collect late payments for Classics, Inc. He compiled a list of all customers who have been billed in the last 6 months and placed them in a calling list he created in Notepad. Each row in the calling list includes the unique external ID, first and last name, home phone number, amount owed, cell phone number, email address, and time zone of the customer. In CXone, Mr. Darcy creates custom fields for the cell phone numbers, email addresses, and the amounts owed. He then uploads the calling list, assigning it to his the PCPhoneCollections skill. He verifies the automatic field mapping is correct and completes the calling list processing.

When the calling list upload completes successfully, Mr. Darcy opens the PCPhoneCollections skill to configure the filter and sort parameters. He creates a filter that only dials records where the amount owed is greater than 0. He then sorts the column in descending order by amount owed so that customers who owe the most are dialed first, making Mr. Wickham the first customer to be called. Mr. Darcy then creates a dialing order, specifying that he would like the dialer to attempt to call the contact's home phone three times, the cell phone twice, and then send a text to the cell phone number before attempting to call the home phone number twice more. After that, the record is retired.

Mr. Darcy uploads the same calling list again and assigns it to the PCEmailCollections skill. He only maps the external ID, email address, and amount owed fields. He processes the calling list and then applies the same filter and sorting criteria to the list that he applied to the calling list for the PCPhoneCollections skill.

With his calling lists uploaded, filtered, and sorted, Mr. Darcy turns on the PCPhoneCollections and PCEmailCollections skills and the collection work for agents begins.

Each calling list has an audit history tab that displays a table of information about the creation and last modification of the calling list. You can see what was modified, when it was modified, and who did the modification. Audit history tables can become very large, so you can use search and filter tools to limit the display.

Key Facts About Calling Lists

  • You can filter and sort calling lists so the dialer only calls certain records and prioritizes them based on the fields you consider most important.
  • CXone strips the formatting from phone numbers in calling lists and stores the phone numbers in a universal format. This allows phone numbers to pass between calling lists and do not call lists without conflict.
  • Calling lists can be simple or detailed, but you must at least include an external ID and one phone number for Proactive Voice and Proactive SMS skills, or an external ID and an email address for Proactive Email skills.
  • You can use the same calling list to both call and text contacts, but you can't use the same list for phone contacts and email contacts. As an alternative, you can upload the same calling list twice to use one for phone interactions and another for email interactions.
  • When you update an existing calling list, you must first stop the skill and then restart the skill after you complete the update.
  • When you upload a calling list, the columns in the list automatically map to CXone fields. This includes system fields and custom fields you created. You have the opportunity to fix any incorrect mappings before the upload starts.
  • If your calling list covers an area in North America, each record is automatically mapped to a time zone based first on the record zip code, then on the city and state combination, and finally on the area code and prefix of the primary phone number or first non-null phone number value for the record. You can specify whether to apply a default time zone or reject records where a time zone can't be automatically matched. You also have the option to specify a time zone manually for each record in the calling list, which is especially helpful for dialing outside of North America.
  • You can assign multiple phone numbers for each record and create a dialing order based on the phone number type. For example, you can have the dialer call the home number three times, send a text message, and then dial the work number twice. Because system phone number fields are limited, you support additional phone numbers using custom fields.
  • Your environment is limited to 30 days of inventory storage or 500,000 total records, whichever is less. Remember to deactivate or delete your old and unused calling lists. You can make this task easier by automating the process in your business unitHigh-level organizational grouping used to manage technical support, billing, and global settings for your NICE inContact environment settings.