Calling Lists

For an automatic outbound skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to work, you must provide a calling list of contacts for Personal Connection (PC) to call, send SMS messages, or send emails. You can do this by composing and uploading calling lists for your proactive skill through the CXone user interface or through CXone API (application programming interface)Application Programming Interfaces; APIs allow you to automate certain functionality by connecting your NICE inContact system with other software your organization uses.s. As another alternative, you can connect to a third-party environment, such as Salesforce, and create a system of checking out files from the CRMCustomer Relationship Management; these third-party systems manage such things as contacts, sales information, support details, and case histories. NICE inContact., contacting them with PC, and checking them back in with updated information.

Your calling list must at least have the phone number of the contact and a unique external ID if it's a phone skill or a unique external ID and an email address if it's an email skill. However, you can also add basic information such as name, zip code, or other information. For lists to be used with Proactive Voice and Proactive SMS skills, you should include a zip code, city, and state on the primary record for best time zone matching.

You can also create a multi-number environment where you have many different phone numbers for the same contact. To do this, you must add the extra phone numbers to extra custom columns that you create in the calling list and map those columns as additional phone numbers when you uploading the calling list. Once you have multiple numbers for your contacts, you can create a dialing order based on the type of phone number. For instance, you can configure PC to try the home phone three times, send an SMS message, then try the work phone twice, the cell phone five times, and the home phone number once again.

You cannot add an email to the dialing order; in fact, you cannot use the same calling list to reach a contact via phone and email. If you want to use the same calling list for both functions, you must upload the calling list twice and assign one instance to a phone skill and the other to an email skill.

When you add a phone number to a calling list, PC strips it of its formatting and stores the number in a universal format so that numbers can pass between calling lists and do not call lists without conflict.

If you are in North America, PC attempts to automatically map the time zone of contacts in phone calling lists in various ways and in the following order: 1) zip code, 2) city and state combination, and 3) area code and prefix of the primary number in the record. The primary number is the first identified phone number in the mapping. If the first mapped field value is null, the system checks for a non-null value in the second field to perform time zone identification. If no mapped phone number appears in the record, you can choose to have the system reject it or you can invoke a default time zone. You can include a time zone for each record on your list, which is recommended if you are outside of North America.

It's important to deactivate or delete old or unused files, because your environment is limited to no more than 30 days of inventory storage or 500,000 total records, whichever is less. 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. You can specify a number of days after uploading a calling list file that PC automatically marks the file for deletion.

When the record flow ends because you apply a filter, a notification appears for the agent that says "Please Wait — The system is identifying the best records to call."

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. Additionally, if you make an update to the calling list, be sure to stop the skill before making the update to ensure that all records receive the update, then restart the skill once you complete the update. This ensures that critical updates are completed before additional calls are made.