Preview Dialer

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Preview Dialer

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This article describes how to activate and use the Contact Center Preview Dialer, a helpful feature that allows using a phone number list loading to generate outbound calls to ACD Users automatically. The Preview Dialer will give a manager the capability to load a list of phone numbers to be dialed. Each phone number to be dialed will blend into a queue based on the availability of ACD Users. When the call is presented to and accepted by an ACD User, the user will be able to preview the details associated with the call before the actual outbound call is generated. After previewing, the outbound call can be initiated manually by the ACD User or automatically generated when the preview timeout threshold has been reached. Before you BeginThe List Management and Preview Dialer modules must be installed, which must be done internally. To begin the process of adding the modules, please open a ticket with our Support team. Once complete, please proceed with the steps below.Steps to create a Dialer listFrom the left menu bar, select Dialers > List Management.Select Add List + and populate the fields below.NameDescriptionSource FileUpload and select a *.cvs file that contains phone numbers and optional time zones listedList NameGive a meaningful name to the new Dialer ListUS Numbers OnlySelect if all numbers in the file are US only phone numbers. If it does, there are additional time zones lists to select options.Phone Number ColumnSelect the column that lists the phone numbersApply Time Zone to All Records (Checked)If only one time zone is to be used for all phone numbers, check the box and then choose the Time Zone from the dropdown list.Apply Time Zone to All Records (Unchecked)Select the appropriate column from the source file that contains the time zonesFile Has Column HeadersSelect the box if column headers are in the source fileSource File Expiration DateIf desired, set a date when the phone numbers will no longer be dialed.Select Save to create the List.Steps to add to Do Not Contact listBefore you can begin, you will first need a sysadmin role to upload the CSV file by navigating to System Admin > File Manager > Files.The CSV file format includes the Channel Type, Phone Number, and Email address, as seen below. Once the above prerequisite is completed, navigate to Contact Manager > Do Not Contact List from the left-side menu bar.Select 'Add to DNC'You may either select 'Create DNC' to enter contacts one by one or select 'Create DNC' from a CSV file for bulk upload.Locate your previously uploaded file in the Files section and select 'OK'.Lastly, click 'Add Contacts' at the bottom of the page.It is important to note that the DNC list is checked when:Creating the list itemsA dialer list is uploaded as a CSV fileWhen this occurs, every number is checked against the DNC list. If a number is in the DNC list, it is skipped on the list.A dialer list is associated to a campaignWhen this occurs, if a number exists that is on the DNC list, it is removed from the campaign. Starting a campaignThe engine checks the DNC for each number and adds it to the queue if it does not match a number on the DNCRouting to an agentBefore sending the dialer request to an agent to place an outbound call, the DNC is checked once more. If the number is in the DNC list, we get the next number. Otherwise, we route it to the agent.Steps to configure Preview DialerFrom the left menu bar, select Dialers > Preview Campaigns.Select Add Preview Campaign + and populate the fields listed below.Field NameField DescriptionNameEnter a Name for the new campaignDescriptionAdd a description for the campaign nameCheck Do Not Contact ListSelect if you do not desire phone numbers on the Do Not Contact List to be called.QueueSelect Navigate to Queue to select a Dialer Queue. If a Dialer queue does not exist, the system will prompt you to create one.Caller IDThe phone number that will be displayed as the outbound Caller ID.Hours ProfileSelect the hours of operations. Records from the campaign will not be placed into the queue outside of the open hours for the time zone in the list. The system will check the time zone for each phone number before it is routed to an agent.Preview TimeoutThe duration in seconds that the user has to view the contact record after accepting the call. The user will see the preview countdown time and may dial before the time is up. Once the preview time is up, the system will automatically place a call to the previewed contact. If no timeout is needed, set it to 0 seconds and the outbound call will take place immediately.Voicemail DropIf selected, allows users to leave a pre-recorded or TTS message if they reach a voicemail. Once an outbound call goes to voicemail, the user will hear the beep from the other side and then select Voicemail Drop. The system will immediately leave the voicemail and disconnect the users from the call, allowing them to continue dialing.Select Save.Steps to execute a CampaignSelect Manage Campaigns > Load Numbers on the campaign you would like to run.Select a list from the drop-down menu.Select Load. (A message will appear indicating how many numbers were loaded).Select Start Campaign to begin the process.The campaign will end once all phone numbers have been dialed.