For an automatic outbound dialing 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
Your calling list must at least have the phone number of the contact and a unique external ID
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, the dialer 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, the dialer 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, the system rejects 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 is 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 unitFile format associated with Microsoft Excel; may also be expressed as .xlsx 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.
- Activate/Deactivate a Calling List
- Change the Caller ID by Record
- Create a Calling List
- Create Custom Data Definitions
- Delete a Calling List
- Delete Custom Data Definitions
- Download a Calling List
- Filter a Calling List
- Map Custom Calling List Data
- Modify Calling List Data Definitions
- Modify Custom Data Definitions
- Set Record Expiration
- Set Up Automatic Calling List Source Deletion
- Sort a Calling List
- Upload a Calling List
- Upload Timed Call Requests in a Calling List
- Calling List Data Definitions Tab
- Calling List Details Tab
- Calling Lists Table
- Upload Calling List: Field Mapping Page
- Create Custom Data Definition Page
- Custom Data Definitions Table
- Upload Calling List: List Processing Page
- Upload Calling List: Name and Other Details Page
- System (Agent) Outcomes
- System (Dialer) Outcomes
- Calling List Field Mapping Match Details