In order to use the system, accounts must be created and configured. Accounts are of two types, Admin and Agent. An Admin account is needed to login to the Management Console application, and an Agent account is needed to login to the Agent client application. If one person needs access to both client applications, that person requires separate Admin and Agent accounts.
To create or modify an Admin account go to the main menu area on the left and click on Accounts. On the right, click View in the selection box for Manage Administrator Roles and Permissions. After the list of accounts is presented, you may Add Administrator or select an item to open the corresponding details pane where you can review and modify as needed. Refer to the following picture.
An Admin account has the following configurable characteristics:
| User Login | Case‐sensitive name or identifier for the account |
|---|---|
| Password | Case-sensitive login password |
| Role | Type of Admin account that defines the extent of access and permissions. See descriptions further in this section. |
| User email | |
| Monitor PIN | A PIN that the system requests and uses to authorize an Admin to listen/coach/barge from a landline or mobile phone; this is done by calling the number assigned to the server and entering the PIN when requested. The following monitoring codes are available after being connected: Listen: 77 + extension Coach: 88 + extension Barge: 99 + extension Stop monitoring: 0 Monitoring via PIN requires that the agent extension is properly configured and marked as Fixed (see Extensions) |
| Modules | Allows overriding role-based access permissions by selecting specific ones. |
| Specific Data | Custom fields (name‐value pairs) that can be referenced in other places, such as screen scripts |
| Assigned Campaigns | Campaigns to which the user has access to in their reports and on Live Dashboard; if Assigned Reps are assigned, this must be set to All Campaigns |
| Assigned Reps | Agents to which the user has access to; if Assigned Campaigns are assigned, this must be set to All Agents |
| Dashboard Reports | Pops up a window listing any Custom Reports available to be docked into the Dashboard (refer to picture below) |
| Screen Sharing | Allow the Admin user to view Agents screens (this is usually done by right-clicking on an Agent name from Live Dashboard) |
| Billing Access | Allow the Admin user to access DialedIn billing information |
| Date Last Modified | Creation/modification date (automatically generated and not modifiable) |
Following is a list of the different Admin account Roles available, together with what each can access:
| Administrator | Access to everything; can export and delete campaigns and leads; can create other Admin accounts |
|---|---|
| Manager | Live Dashboard; Accounts (Agents); Campaigns; Data Import (Leads, DNC); Outbound; Search; Inbound; Recordings; Reports; Scripts; Skills; Settings; Tools (all); Appointment Manager; Support |
| Junior Manager | Live Dashboard; Accounts (Agents); Data Import (DNC); Outbound; Search; Recordings; Reports; Tools (Duplicate Check, DNC, Instant Message, Cell Scrubber); Appointment Manager; Support |
| Supervisor | Live Dashboard; Data Import (DNC); Recordings; Reports; Tools (DNC, Instant Message, Cell Scrubber); Support |
| Junior Supervisor | Live Dashboard; Reports; Tools (Instant Message); Support |
| Monitor | Live Dashboard; Recordings; Tools (Instant Message); Support |
| Monitor-Agents | Live Dashboard; Tools (Instant Message); Support |
| Salesman | Live Dashboard; Tools (Instant Message); Appointment Manager; Support |
| Script Editor | Limited to accessing Scripts, e.g. to create and edit them |
| Trainee | Live Dashboard; Recordings; Tools (Instant Message); Support |
Apart from admin role, the admin user's access permission can be customized by selecting items after clicking on the Assign Modules button, which overrides default role permissions. To keep default permissions for the assigned role, none of these items should be selected. Refer to the following picture.
The list of customized permissions available in the Modules pull-down menu include the following:
| Agent Dial List |
|---|
| Assign Queues |
| Campaigns |
| Conference Numbers |
| Custom Data |
| Dialing Rules |
| DNC (Do Not Call) |
| Duplicate Check |
| Firewall |
| Greetings, Announcements, Call Routing |
| Import DNC |
| Import Leads |
| Integration |
| IVR Call Flows & Call Queues |
| List Priority |
| Live Dashboard |
| Manage Agents |
| Manage Users |
| My CallerID |
| Network Test |
| No Call States |
| Playlist |
| Recordings |
| Recycle |
| Reports |
| Route by Call Source |
| Scripts |
| Skill Groups & Teams |
| Skill Priority |
| System Info |
| Views |
| Voice Settings |
| VoIP Test |
| What's New |
| Wrap Up Codes |
The following pictures show the other items that can be configured, per previous explanations.
To create or modify an Agent account go to the main menu area on the left and click on Accounts. On the right, click View in the selection box for Manage Agents. After the list of accounts is presented, you may Add Agent or select an item to open the corresponding details pane where you can review and modify as needed. Refer to the following picture.
An Agent account has the following characteristics:
| Profile Pic | Optional picture icon; after clicking on Upload, a file dialog comes up to manage select an image file |
|---|---|
| Rep Name | Case‐sensitive name or identifier for the account |
| Password | Case‐sensitive login password |
| Login Active | SWitch to set the Agents active; can also uncheck to deactivate an Agent without deleting it (and its history/statistics) |
| Skill | Drop‐down menu selection of pre-defined and custom Skills as described in the Skills section; a Skill indicates access and action permissions |
| Team | Optional Team assignment |
| Extension | Optional 4‐digit unique call-center extension number |
| Extension Fixed | Switch to activate the Extension above |
| CallerId | Optional custom caller ID for this Agent; when editing this field, switches are presented to enable each of the personal caller ID for Manual calls, Inbound calls, and SMS; when the corresponding switch is enabled, incoming calls and SMS for this number will be assigned to the Agent |
| SMS Notifications | Placeholder (currently not configurable) for telephone number where the Agent can receive SMS notifications; this is to support features such as VM Transcriptions |
| Specific Data | Custom fields (name-value pairs) that can be referenced in other places, such as screen scripts |
| Trainers | Trainers for the agent; when clicking, a list of other Agents is displayed and for those selected, the Agent being configured will be allowed to listen to and to view the trainer Agent’s screen |
| Date Last Modified | Creation/modification date (automatically generated and not modifiable) |
A Team allows you to group agents by Skill Group, so you can filter certain activities such as managing agents or their dial lists.
To create or modify Teams go to the main menu area on the left and click on Skill Groups & Teams. On the right, click View in the selection box for Build and Manage Teams.
Select an existing Team or create a new one. This will present you a list of Skill Groups, which can be expanded to see Agents assigned that Skill Group. You can then drag and drop Skill Groups and/or individual Agents from the Available side to the Assigned side, and vice versa. Refer to the following pictures.
It is very important to define Agent Skills and Skill Groups and carefully consider each of the options, as they are a key tool for the system to determine how to assign, route, and distribute calls, as well as to decide what to display or make available to Agents.
To create or modify Skills / Skill Groups go to the main menu area on the left and click on Skill Groups & Teams. On the right, click View in the selection box for Create and Manage Skills.
In addition, further below you can make Skill Groups active on a Campaign by selecting the Campaign from the Available list and move it to the Active list. That interface allows you to just scroll through the full list of available Campaigns, filter the list, or even search for a specific Campaign by typing a search string in the search field.
Let's start by switching to Setting Agent Workspace to assign roles and permissions to agents with a particular Skill. There’s an extensive set of capabilities that can be turned on and off for Agents via their assigned Skills. They’re grouped as follows: Agent Display, Outbound, Inbound Call Queues, Training Mode, Trainee Notifications, Data, and Tools. Let’s look at them one by one.
Refer to the following pictures.
The first group is AGENT DISPLAY; let's look at that.
Here's a description of each Agent Display option:
| Application Mode | Pull‐down menu to select the look and feature extent of the Agent Client GUI, either the more inclusive Call Center GUI, or the (superseded) Telemarketing GUI; or you can just select Group Default so everyone in the organization uses the same mode. Note: some options in the following lists are only available if the Application Mode is Call Center. |
|---|---|
| Allow Agent to View Call History | Checkbox to enable displaying the lead/contact call history (pull-down menu) on Agent screen when receiving or making a call |
| Allow Agent to Log In to Any Campaign | Checkbox to allow the agent to work with any campaigns, even if the Skill associated with a Campaign is a different one |
| Allow Agent to Chat With Other Agents | Checkbox to allow the agent to chat with other agents, and not just Supervisors |
| Allow Agent to Call Other Agents | Checkbox to allow the Agent to internally make calls to other agents |
| Allow Agent to Transfer Calls | Checkbox to allow the Agent to transfer calls |
| Allow Agent to Perform Agent-to-Agent Transfer | Checkbox to allow the Agent to transfer a call to another logged in agent, who gets a proper notification with the option to accept or reject the call |
| Allow Agent to Perform Blind Transfer | Checkbox to allow the Agent to blind transfer a call, which is when the call is immediately put on the corresponding queue, and the original agent is disconnected |
| Allow Agent to Perform Warm Transfer | Checkbox to allow the Agent to warm transfer a call, which is when the original agent stays in the call, with the option to drop at any time |
| Allow Agent to Assign Reminder Calls to Other Agents | Checkbox to allow the Agent to set an agent-specific Callback and assign it to another agent |
| Hide Dispositions | Checkbox to disable the ability for the Agent to set the disposition of a call (by hiding the mechanism to perform the action); this is typically done when a call disposition is to be performed via a Script, or through a third-party system (into the ChaseData system) |
| Allow Agent to Use Dial List | Checkbox to allow the Agent to use a Dial List to perform calls; Dial Lists can be defined by a Manager or Administrator on the Management Console (see Agent Dial List under Outbound Call Management), or received through an API |
| Allow Agent to Change Final Disposition Status | Checkbox to reset the disposition of a Contact from one that has the attribute Final (which normally prevents further action) to another one; the Agent must be the one that had previously set the Final disposition |
| Allow Agent to Send Chat Messages | Checkbox to enable the chat module for this Agent |
| Hide Call Info Tab | Checkbox to disable displaying the system-default Call Info tab |
| Allow Agent to Use Tools | Check box to enable the agent access to the Tools menu. |
| Allow Agent to Configure App Layout | Check box to give the agent freedom to tailor the UI to his/her like. |
Now let’s go to the next tab to access the OUTBOUND capabilities; refer to the following picture.
Here's a description of each Outbound option:
| Accept Calls from Other Campaigns | Checkbox to enable the agent to accept calls from another campaign that has no agents available; instead of just dropping calls, that campaign looks for agents with this setting enabled. It’s important to be aware that when an agent handles a call from another campaign, the agent will temporarily be working within the context of that other campaign (Contact record, Custom Fields, Wrap-Up Codes, etc.) |
|---|---|
| Allow Agent to Add New Record and Dial Simultaneously | Checkbox to enable the agent the option to add a lead/contact record at the time that a number is being dialed manually, so to be able to save the call information (e.g. status, form-captured data) |
| Add New Record on Manual Call | Similar to the previous one, except that instead of being an option, a new record is always added on a manual call |
| Allow Agent to Automatically Use Copied Phone Numbers for Dialing | Checkbox to enable the agent to be able to paste a copied phone number (e.g. from a file or website), instead of having to dial it digit by digit on the pad |
| Retain Agent Callbacks | Checkbox to set the system to retain the Callback status of a record when the Agent receives a call from, or makes a manual call to the corresponding number (otherwise those actions would have removed the Callback status of the record) |
| Check TimeZone on Manual Call | Checkbox to set the system, on a manual call attempt by the Agent, to check the customer time zone and the Campaign, to make sure the call is within calling hours |
| Check Minimum Time Before Redial on Manual Call | Checkbox to set the system, on a manual call attempt by the Agent, to check the corresponding record to make sure that the minimum time to redial that number has been met before allowing the call |
| Manual Calls Only Allowed for Existing Leads | Checkbox to set the system, on a manual call attempt by the Agent, to check system-wide that a record already exists for that lead before allowing the call |
| Allow Agent to Dial Custom Conference Number | Checkbox to allow the agent to use a number other than the default conference number |
| Allow Agent to Manually Dial DNC Numbers | Checkbox to allow the agent to manually call a number even if it is in the DNC list |
| Keep Conference Connected if Customer Hung Up | Checkbox to not disconnect all parties when the customer hangs up, and just keep the call open. |
Next let’s go to the next tab to access the Inbound Call Queues capabilities; refer to the following picture.
Here's a description of each Inbound Call Queues option:
| Accept Incoming Calls | Checkbox to enable the agent to handle Inbound calls; this is a Master setting -even if the Agent is associated with an inbound campaign, the agent must be enabled through this setting to be able to accept calls |
|---|---|
| Display Incoming Call Queues | Checkbox to set the system to display the current inbound call queue (calls ringing) in a special area of the Agent screen (refer to Agent Client); the inbound calls are displayed until an Agent answers it |
| Display Only Personal Incoming Call Queues | Checkbox to set the system to display the current inbound call queue (calls ringing), but only the personal one, in a special area of the Agent screen (refer to Agent Client); the inbound calls are displayed until an Agent answers it |
| Send Last Answered Calls to Personal Inbound Queue | Checkbox to set the system to assign an inbound call to the Agent’s personal queue if the Agent was the last one to answer a previous call from the same contact (record), then wait for this Agent to answer; note that there is a similar Campaign setting (last active agent), except that in that case the call is not moved to the personal queue (it will go to the next agent, if this agent is not available and doesn’t have this checkbox enabled) |
| Create Agent Specific Callback for Missed Inbound Call | Checkbox to set the system to include this Agent as one that can be assigned Callbacks for abandoned calls; when this occurs, the system is to notify the assigned Agent of the new Callback so the Agent can initiate it (refer to Agent Client) |
| Send SMS Notification for Missed Inbound Call | Checkbox to set the system to send an SMS notification to the Agent in the case of a missed inbound call, which includes both Hang Up and Voicemail cases; the Agent must have a valid telephone number configured for SMS Notifications (refer to Agent Accounts) |
| Send SMS With VM Transcription for Missed Inbound Call | Checkbox to set the system to send an SMS notification to the Agent in the case of a missed inbound call generating a voicemail message; the notification includes the VM Transcription; the Agent must have a valid telephone number configured for SMS Notifications (refer to Agent Accounts); this applies only if Allow Customer to Access VM Transcription has been enabled by ChaseData. |
| Apply Skill Priority Rules for Inbound Calls | Checkbox to enable Skill Priority for inbound calls. |
Next let’s go to the next tab to access the Training Mode capabilities; refer to the following picture.
Here's a description of each Training Mode option:
| Allow Agent to Screen Share Trainer | Checkbox to enable the Agent to be able to view the shared screen of another agent that is set as trainer (and is allowing his/her screen to be shared) |
|---|---|
| Agent Can be Monitored for Training | Checkbox to enable the (trainer) Agent‘s audio for monitoring; while a trainee Agent could view the trainer screen, the trainee Agent would not be able to hear the audio of the trainer unless this setting is enabled for that trainer Agent |
| Agent Can Coach/Barge Other Agents | Checkbox to enable the Agent to be able not just to audio monitor another Agent, but also to participate with audio |
| Agent Can Monitor Others Without Notification | Checkbox to enable the Agent to be able to monitor another agent without the need to notify and receive consent of the Agent to be monitored |
| Allow Agent to Reject Screen Sharing | Checkbox to allow a trainer Agent to deny/block an attempt to get his/her screen shared. |
Next let’s go to the next tab to access the Trainee Notifications capabilities; refer to the following picture.
Here's a description of each Trainee Notifications option:
| Notify Agent When Being Monitored | Checkbox to set the system to notify an Agent (trainer) that is going to be (audio) monitored |
|---|---|
| Notify Agent When Screen Sharing Enabled | Checkbox to set the system to notify an Agent (trainer) that his/her screen is going to be shared. |
Next let’s go to the next tab to access the Data capabilities; refer to the following picture.
Here's a description of each Data option:
| Allow Agent to Lookup Call History | Checkbox to allow the Agent to expand a searched & found record and therefore see the lead’s call history |
|---|---|
| Allow Agent to Open Leads Search | Checkbox to enable the search tool for the Agent, so to be able to perform lead/contact searches |
| Allow Agent to Add New Leads | Checkbox to enable the Agent to be able to create a new lead/contact without having to call the lead; otherwise when an Agent creates a new lead, it must immediately call the lead |
| Allow Agent to Search for Their Leads | Checkbox to enable the Agent to be able to search for the lead/contact records most recently called/handled |
| Allow Agent to Bulk Edit Their Leads | Checkbox to enable the Agent to be able to group-edit searched & found leads/contacts |
| Allow Agent to Delete Their Leads | Checkbox to enable the Agent to be able to delete leads/contacts assigned to the Agent |
| Allow Agent to Export Their Leads | Checkbox to enable the Agent to be able to export leads/contacts searched; export is to a local file (where the Agent App runs) |
| Allow Agent to Have Advanced Search Functions | Checkbox to enable the Agent with the ability to use advanced search functions (beyond the normal basic search) |
| Allow Agent to Lookup All Leads | Checkbox to enable the Agent to be able to perform system-wide lead/contact searches; otherwise, the search is restricted to leads assigned to the Agent |
| Disable Ability to Edit Call Info | Checkbox to disable the Agent’s ability to update any of the call info displayed, whether built-in fields or custom fields; all fields will be read-only in this case |
| Disable Ability to Edit Basic Call Info | Checkbox to disable the Agent’s ability to update the basic (built-in) call info displayed; built-in fields will be read-only, while custom fields will be read-write |
| Allow Agent to Listen Call Recordings | Checkbox to enable the Agent to be able to access and listen to call recordings. |
Next let’s go to the next tab to access the Tools capabilities; refer to the following picture.
Here's a description of each Tools option:
| TTS Language | Pull‐down menu to set the language to be used for interpreting text and translating it to speech |
|---|---|
| TTS Voice | Pull‐down menu to set the type of voice to be generated by TTS engine; depending on language, options may include different male and female voices with their own intonation characteristics |
| Allow Agent to Use Live Messages | Checkbox to allow the Agent to use (on-the-fly selection and playback of) Live Messages (pre-recorded) |
| Allow Agent to Use Smart Messages | Checkbox to allow the Agent to use Smart Messages (pre-recorded) to leave on answering machines |
| Allow Agent to Use Type to Speak | Enable the Agent to use TTS making use of the TTS Language and TTS Voice configured in these settings; the Agent is therefore able to type a word or sentence for the TTS engine to convert it to speech |
| Allow Agent to Use Reports | Checkbox to enable the Reports tool on the Agent screen |
| Allow Agent to See Shared Views | Checkbox to allow the Agent to be able see a view shared by a Manager or Administrator during a search for Contacts |
| Allow Agent to Use Scheduler | Checkbox to enable the Scheduler tool on the Agent screen |
| Allow Agent to Print | Checkbox to enable the Print option in the Agent GUI |
| Allow Agent to Make Personal Recordings | Checkbox to enable the Agent to record personal snippets of a call (enables the option in the GUI), in addition to the master recording always taking place |
| Allow Agent to Completely Pause/Unpause Call Recording | Checkbox to enable the Agent to Pause and Resume the master recording of a call. |
The DialedIn solution to provides the option to allow certain agents to be assigned outbound calls (dial out) from multiple Campaigns. This can be done by enabling the Bucket Mode option for a Skill Group.
If the Bucket Dialing option is not set, the agent will typically be assigned calls only from the Campaigns selected at log in time (or any campaign switched to thereon), i.e., from one single Campaigns.
Following are the conditions for and the effects of the Bucket Dialing option:
It should be noted that the benefits of Bucket Dialing go beyond the feature by itself. As we stated above, Bucket Dialing works along other features that may be configured individually for each Campaign or group of Sub-Campaigns thus offering a wealth of possibilities.
To give perspective to this flexibility, think about a Bucket Dialing setup that includes multiple Campaigns, where each one has its own Playlists and/or Dial Priorities. Or, even more interesting, when Skill Priority is involved, in which case some of the Campaign’s Sub-Campaigns will be affected by the priority corresponding to the Skill alongside the Bucket Dialing rules.
Keep in mind that flexibility usually adds complexity to a setup process, which in turn requires additional planning. Therefore, it is important to think over and plan the strategy carefully, so the end result of any rule combination is clearly understood and matches the intended result.
Setting up Bucket Dialing is done through Skill Group configuration, as shown in the following pictures.
To make provisioning more efficient, the system allows for the definition of Default Settings (system defaults), which provide a set of system‐wide default values; some are general system settings, some are default campaign settings, some are default agent settings, etc. Note that there are additional Default Settings that are only available to DialedIn personnel and may not be shown here.
There are two ways to access the default settings:
As with Campaigns Settings, the Default Settings configuration area is divided in four major groups, which can be expanded and contracted as needed for better visibility.
The following settings are included:
| Time Zone | The default time zone to use for all activities |
|---|---|
| Reports Time Range | The default time band for all reports. |
Refer to the following picture.
The following settings are included:
| Default Caller ID | The default number to be displayed as Caller ID to called parties |
|---|---|
| Conference Caller ID | The default number to be displayed as Caller ID to called parties of a conference call |
| USA/Canada Numbers | Only NANP numbers are expected |
| International Numbers | Only international numbers are expected |
| Any | Any number format may be used |
| Dialing Hours | Default Start-time and End-time for dialing activity; time zone is based on the Contact phone number |
| Dialing Mode | Pull‐down menu to indicate what method to use by default to initiate outbound calls: Predictive, Preview, Progressive, Available |
| Number of Dialing Lines per Agent | The default number of lines that the system will attempt to use for dialing (constrained by agreement with DialedIn) per agent (i.e. a rate) |
| Dial Sequence | Pull‐down menu to indicate in which order are Contacts called (outbound calls) by default: List Order (chronological, oldest first and in the order they were imported), Random Order (with weight on least number of dial attempts), Last Name (A to Z), New Leads Dialed First (chronological, most recent first). |
| AMD Detection | Pull‐down menu to indicate the level of Answering Machine Detection (AMD) accuracy to be used by default: Accurate, Default, None. This helps determine at what point to either leave a message or disconnect (Recording and Messages settings) |
| Number of Rings | Default number of telephone rings after which the call is determined to be not answered |
| Redial Wait Time | Default amount of time that the system must wait before attempting to call again to this number, or redialing (previously Minimum Time Before Redial); redialing occurs based on configured number of attempts and last call disposition / wrap up code |
| Maximum Daily Call Attempts | Maximum number of calls attempted by default, including redials, on a number on any given day |
| Maximum Lifetime Call Attempts | Maximum number of calls attempted by default, including redials, on a number for the totality of the Contact record life |
| Leave Pre-recorded Message on Answer Machine | This indicates whether to Leave a Pre-recorded Message on Answer Machine by default |
| On These Attempts | Indicates the default call attempts to the Contact that a voice message drop is attempted; see options below |
| Use Caller ID of Original Campaign on Manual Calls | Option for On a Manual Call, Lookup the Number in other Campaigns; it instructs to, in addition, use the Caller ID configured for the Campaign where the Contact record was found. |
Refer to the following picture.
The following settings are included:
| Hours of Operation | Opens a pop-up window to define hours of operations for the Campaign, which is used for Call and Agent management; the Hours of Operation window includes an option to define Holidays, as well, which opens another pop-up window; refer to pictures that follow. |
|---|
Refer to the following pictures.
The following settings are included:
| Phone Mode | Type of telephone system used for calls; options are Softphone (internal), External Phone (3rd party softphone), and Mixed (agent can choose either one) |
|---|---|
| Login Mode | Type of activities that Agents are allowed on login; options are Outbound, Inbound, and Mixed (agents can perform both Outbound and Inbound activities, unless overridden by a Campaign or Sub-Campaign) |
| Agent Can Copy ‘ClientId’ to the Clipboard | By default, the Agent can copy the ClientId related to the current call; available in case it needs to be pasted into another application (e.g. CRM) |
| Agent Can Copy ‘PrimaryPhone’ to the Clipboard | By default, the Agent can copy the PrimaryPhone related to the current call; available in case it needs to be pasted into another application (e.g. CRM) |
| Use the Contact’s Telephone Number as Conference Caller ID | When conferencing in another party, by default use the customer telephone number (PrimaryPhone field) as the caller ID |
| Allowed to Start a New Manual Call Before Dispositioning | By default, allows Agents to initiate a manual call to another lead without having to first set the disposition for the immediately preceding call that the Agent was connected to; it is not a recommended option for normal operations since it goes against typical outbound call management, but it’s provided for flexibility |
| Allowed to Manually Call Number set as ‘Non‐Callable’ | By default, allows Agents to manually dial out numbers with Non‐Callable dispositions (e.g. DNC, Sale, Disconnected Number, Wrong Number, Not Interested); this is also an option not recommended for normal operations since it goes against typical outbound call management, but it’s provided for flexibility |
| Display Warning When Calling the ‘Non‐Callable’ Number | Option for Allowed to Manually Call Number set as ‘Non‐Callable’; indicates to not display a warning when the Agent attempts to dial a Non‐Callable record |
| Display the Specific Disposition with ‘Non‐Callable’ Warning | Option for Allowed to Manually Call Number set as ‘Non-Callable’; indicates to also include the reason (disposition) when a warning is displayed when the Agent attempts to dial a Non-CallableNon‐Callable record |
| Restricted from Calling a Number with a ‘Sale’ Disposition | By default, restricts Agents from calling Contacts with Sale dispositions, even if the disposition is Callable; typically used when multiple Campaigns are used for different stages of sales and follow up processes, or to avoid unnecessary calls. |
| Agent Can View Dialing Lines | By default, allows the Agent to see the list of telephone lines / current calls; useful for the Agent to watch the number of the calls that are being made while waiting on a call |
| Agent Can View Available Contacts | By default, allows the Agent to see the percentage of Contacts in the current Campaign that are still left to be called |
Refer to the following picture.
For effective Outbound Call Management and Inbound Contact Center, whether individually or in a blended manner, we must first set up Campaigns; they group all relevant rules, assignments and definitions to better structure and automate the outbound and inbound activities, to represent your dialing strategy, and to be able to gather and properly view and analyze business statistics.
To create or modify a Campaign go to the main menu area on the left and click on Campaigns. On the right, click View in the selection box for Create & Manage.
After the list of campaigns is presented, you may click on Create Campaign or select an item to open the corresponding details pane where you can review and modify as needed. Refer to the following picture.
When you click on Create Campaign or on the Edit Campaign icon for an existong one, a new window panel will open, where you configure all the Campaign Settings.
The Campaign Settings configuration area is divided in four major groups, which can be expanded and contracted as needed for better visibility. Obviously, the applicability of settings is directly related to the Campaign type; for example, Inbound Settings are not applicable to Outbound Campaigns.
| Campaign Profile | Common settings for any Campaign, like name, type, etc. |
|---|---|
| Outbound Settings | Settings specific to Outbound communications |
| Inbound Settings | Settings specific to Inbound communications |
| Agent Settings | Settings to indicate agent behavior when handling the Campaign; includes Manual Call behavior. |
The first tab presented in the Campaign Settings pane is Campaign Profile. Refer to the following picture.
The following settings are included:
| Campaign | Campaign name or label |
|---|---|
| Active | Check-box to set the campaign active |
| Campaign Type | Type of campaign pull-down menu: Outbound, Inbound, Blended, Virtual Outbound (Agentless Dialing), Virtual Blended |
| Skill Group | Ordered list of Skill Groups expected to handle activities for this Campaign; this is the key link to Agents since each of them belongs to a Skill Group |
| Custom Table | The table that defines the set of custom fields (in addition to the default fields) for Contact records of this Campaign (previously Adv. Table) |
| Scripts | Pull-down menu of scripts (e.g. custom HTML pages) that can be displayed when a call is connected, instead of the default one (multiple selections allowed) |
| Dispositions | The wrap up codes, or dispositions, that this Campaign makes available for calls made to Contacts |
| CRM Integration | Pull-down menu to optionally integrate with an external CRM, which allows a corresponding CRM window/view to open alongside the ChaseData GUI (i.e. docked) |
| Calendar | Pull-down menu to indicate which Calendar (a.k.a Scheduler) is to be used for creating reminders, e.g. Callbacks (previously Scheduler) |
| Purge Previous Records when Duplicate is Created on Import | Check-box to remove any Contact record that is determined to be a duplicate (based on PrimaryPhone) of a Contact record being imported or updated; the newly imported Contact record remains as the only one (previously Purge Existing Duplicates During Import/Update) |
| Transcribe Calls | Check-box to indicate that call transcription is enabled campaign-wise, where applicable (must be enabled for the account/group). |
Following is a description of each campaign type:
| Outbound | Outbound dialing rules, algorithms, and procedures (e.g. telemarketing) |
|---|---|
| Inbound | Inbound call routing rules, handling, and procedures (e.g. call center) |
| Blended | Combination of Inbound and Outbound |
| Virtual Outbound | Outbound calling rules for agentless dialing (e.g. message broadcast, press-option to connect, …) |
| Virtual Blended | Combination of Inbound and Virtual Outbound. |
Next are Outbound Settings. Refer to the following pictures.
The following settings are included:
| Default Caller ID | The number to be displayed as Caller ID to called parties within this Campaign as default |
|---|---|
| Conference Caller ID | The number to be displayed as Caller ID to called parties of a conference call within this Campaign as default |
| USA/Canada Numbers | Only NANP numbers are expected |
| International Numbers | Only international numbers are expected |
| Any | Any number format may be used |
| Dialing Hours | Start-time and End-time for the campaign’s dialing activity; time zone is based on the Contact phone number |
| Dialing Mode | Pull-down menu to indicate what method to use to initiate outbound calls: Predictive, Preview, Progressive, Available |
| Auto-dial Timeout | Indicates how long (in seconds) to wait before automatically dialing out for the Progressive Dialing Mode (previously Delay Before Out-Dial) |
| Adjust Number of Dialing Lines Based on Connection Rate | Checkbox to enable the system to adjust (increase) the Number of Dialing Lines when the connection rate (calls answered) is low (one symptom is increased agent idle time) |
| Number of Dialing Lines | The number of lines that the system will attempt to use for dialing (constrained by agreement with DialedIn); it is either per agent (i.e. a rate), or overall for agentless call (see following sub-items), mutually exclusive |
| Per Agent | Rate of dialing lines per agent. Every time the Maximum Drop Rate is exceeded (see further ahead), the system will temporarily reduce the Number of Dialing Lines Per Agent from the one configured to 1, until the drop rate decreases to under the Maximum Drop Rate configured. |
| Agentless | Number of agentless dialing lines (Virtual Outbound) |
| Maximum Drop Rate | Maximum allowed value for Drop Rate, or Abandon Rate, which is the number of calls that hang-up before connecting to an agent; calculation: Dropped Calls / Total Calls. Every time the Maximum Drop Rate is exceeded, the system will temporarily reduce the Number of Dialing Lines (Per Agent) from the one configured to 1, until the drop rate decreases to under the Maximum Drop Rate configured. |
| All Calls | True Drop Rate, i.e. Dropped Calls / Total Calls |
| Connected Calls | Instead of actual Drop Rate, it uses the Dropped-to-Connected ratio, i.e. Dropped Calls / Connected Calls (to and agent) |
| Check Within Last 30 Days | Whether to calculate the Maximum Drop Rate within the current day (unselected) or considering calls within the last 30-days |
| Dial Sequence | Pull-down menu to indicate in which order are Contacts called (outbound calls): List Order (chronological, oldest first and in the order they were imported), Random Order (with weight on least number of dial attempts), Last Name (A to Z), New Leads Dialed First (chronological, most recent first), Best Practice Mode |
| AMD Detection | Pull-down menu to indicate the level of Answering Machine Detection (AMD) accuracy desired: Accurate, Default, None. This helps determine at what point to either leave a message or disconnect (Recording and Messages settings) |
| Number of Rings | Number of telephone rings after which the call is determined to be not answered |
| Redial Wait Time | The time that the system must wait before attempting to call again to this number, or redialing (previously Minimum Time Before Redial); redialing occurs based on configured number of attempts and last call disposition / wrap up code |
| Maximum Daily Call Attempts | Maximum number of calls attempted, including redials, on a number on any given day (previously Maximum Attempts Per Day) |
| Campaigns Included in Daily Count | Include in the call attempt count, calls from the current Campaign and those Campaigns selected here (previously Associated Campaigns as part of Maximum Attempts Per Day); this applies when the Contact record is duplicated in those Campaigns; notice that if the associated Campaigns have a different maximum, and both include each other in their setting, each will threshold at its own maximum even though they count calls from both |
| Maximum Lifetime Call Attempts | Maximum number of calls attempted, including redials, on a number for the totality of the Contact record life (previously Maximum Dialing Attempts) |
| Playlist Builder | Indicates Filtered Lists that will be used by the Campaign, instead of the full list of Contacts in the Campaign; a filtered list is a set of those Contacts that meet a more focused set of criteria |
| Dialing Rules | Indicates Alternate Phone rules that will be used for reaching a Contact in the Campaign; an Alternate Phone Rule indicates how to go through an alternate progression of telephone numbers in the Contact record when the Contact is set with a configured disposition or wrap up code |
| Quick Redial | Enable Quick Redial by selecting a Quick Redial rule-set from the pull-down menu; a rule-set groups one or more rules, which match attempt numbers with disposition sets (condition) and wait times (delay to redial) |
| DNC.com Settings | Indicates the customer DNC.com account information to be used for DNC scrubbing. This section will be greyed out if the corresponding DNC account hasn’t been previously configured. |
| Project | The customer's DNC.com Project |
| Campaigns | The customer's DNC.com Campaign (do note that this is the DNC.com Campaign, not the one in the DialedIn system) |
| Scrub During Cache Loading | Switch to indicate, when selected, that DNC.com scrubbing should be done by the system during call cache loading, in bulk, rather than individually just before each call; this option allows for a more efficient process |
| Scrub During Import | Switch to indicate, when selected, that DNC.com scrubbing should be done by the system during lead import, in bulk, rather than individually just before each call; this option allows for a more efficient process |
| Scrub Wireless Numbers | Switch to indicate, when selected, that the system should not dial numbers identified as wireless numbers (as indicated by the DNC.com query response) |
| Scrub Wireless ERB Numbers | Switch to indicate, when selected, that the system should not dial numbers identified as EBR wireless numbers (as indicated by the DNC.com query response) |
| Blacklist Alliance Settings | Make use of customer’s Blacklist Alliance account to scrub flagged numbers. This section will be greyed out if the corresponding API KEY hasn’t been previously configured. Blacklist Alliance responses for flagged numbers are logged by DialedIn, which are displayed as part of the Call Details report under the Details column for that particular call record. Following are some examples of what is typically displayed: "DNC database match. Additional information: screamer Litigator.""DNC database match. Additional information: plaintiff-secondary Litigator." "DNC database match. Additional information: Litigator." |
| Enable Blacklist Alliance Scrub | Enable scrubbing numbers through the use of Blacklist Alliance's API. |
| Scrub During Cache Loading | Switch to indicate, when selected, that Blacklist Alliance scrubbing should be done by the system during call cache loading, in bulk, rather than individually just before each call; this option allows for a more efficient process |
| Scrub During Import | Switch to indicate, when selected, that Blacklist Alliance scrubbing should be done by the system during lead import, in bulk, rather than individually just before each call; this option allows for a more efficient process |
| Scrub Wireless Numbers | Switch to indicate, when selected, that the system should not dial numbers identified as wireless numbers (as indicated by the Blacklist Alliance query response) |
| Auto Play Pre-recorded Introduction upon Call Connection | This indicates whether when a customer answers a call, a pre-recorded message is to be played to the customer upon connection. |
| Leave Ringless VM on Connection | This indicates to Leave a Pre-recorded Ringless VM Message on Answer Machine |
| Leave Pre-recorded Message on Answer Machine | This indicates to Leave a Pre-recorded Message on Answer Machine |
| After These Attempts (Overall) | Indicates in which call attempts to the Contact, lifetime, the voice message drop is attempted |
| After These Attempts (Daily) | Indicates in which call attempts to the Contact, on a daily basis, the voice message drop is attempted |
| Play Message on Abandoned Calls | Indicate whether to play a pre-recorded message to customers whose calls are dropped (i.e. not answered by an agent, abandoned); the customer is offered the option for requesting, via DTMF, to be added to an internal DNC list (pre-recorded message file needs to be uploaded prior to enabling this option) |
| Customer Opt In – Ignore DNC | Check-box to allow customers to opt in, to bypass DNC checking for this Campaign; do notice that the normal behavior for the system is to check against DNC list in order to help the customer comply with regulations. |
Following are the Dialing Mode Options:
| Predictive | Optimized dialing that considers average talk time, number of agents waiting, and lines assigned per agent, as well as adheres to the drop ratio configured for the campaign. Predictive dialing algorithms minimize the time that agents spend waiting between conversations, while minimizing the occurrence of a lead answering when no agent is available. |
|---|---|
| Preview | Preview dialing allows agents to review lead information before the system dials out; the agent can decide to carry out the call or move on to the next lead, potentially lowering rates of call abandonment. So, in essence it’s an assisted manual call. |
| Progressive | Progressive dialing also allows for lead reviewing (same way as Preview mode), but automatically dials out after a configurable time has elapsed (see Auto-dial Timeout). |
| Available | Waits for agent to be in waiting state before it dials out the lines assigned to the agent; may result in somewhat slower dialing speed than Predictive dialing mode, but potentially a lower drop rate. |
Following are the Dial Sequence Options:
| List Order | Choose leads (Contacts) in chronological order; the oldest Contacts are to be dialed first; when multiple Contacts are exported from a single file, the order in the file determines the relative age of the Contacts |
|---|---|
| Random Order | Choose leads (Contacts) randomly, putting greater weight on Contacts with the least number of dial attempts |
| Last Name | Choose leads (Contacts) in alphabetical order (A to Z), based on LastName; Contacts without a value for LastName are called last |
| New Leads Dialed First | Choose leads (Contacts) based on creation date, with the most recent ones called first; in other words, the newest imported Contacts are dialed first |
| Best Practice Mode | Shuffle all leads (Contacts), both those already in the dialing cache and new ones (zero call attempts); give priority to Contacts with the least number of dial attempts. This ensures a consistent flow of calls, eliminating possible lulls caused by reaching the end of the cache, for an even-paced call distribution. NOTE: when Best Practice Mode is activated within the Dial Priority module (with utilization enabled), the aged leads specifically fetched from that subcampaign are shuffled with the new ones. |
Following are the AMD Detection Options:
| Accurate | Algorithm aims for at least 90% correct AMD detection; slight delay may occur when a customer does answer a call |
|---|---|
| Default | Same as above |
| None | No AMD detection is attempted; call is connected to an Agent if an Answer Machine answers. |
Next are Inbound Settings. Refer to the following picture.
The following settings are included:
| Ring Groups | Pull-down menu (multiple selections allowed) to select groups from the Inbound Call Queues & Ring Groups |
|---|---|
| Hours of Operation | Opens a pop-up window to define hours of operations for the Campaign, which is used for Call and Agent management; the Hours of Operation window includes an option to define Holidays, as well, which opens another pop-up window; refer to pictures that follow |
| Greetings and Announcements & Call Routing | Link to Greetings and Announcements & Call Routing configuration window |
| Route Inbound Calls Based on Campaign Permissions | Enables using the Campaign that holds the Contact record, rather than the Campaign associated with the inbound number (source DID); typically used when sharing one nationwide DID package among multiple Campaigns (previously Use Campaign of Existing Lead as Inbound Hook) |
| Attempt to Route Inbound Call to the Last Active Agent | Enables the system to attempt to assign the inbound call to the Agent that previously handled a call with the Contact associated with the calling number; if that Agent is not signed in or is paused, the call is assigned as per normal rules (previously Try to Send Inbound Call to the Last Active Agent) |
| Use “Route by Call Source” Rules | Enables Route by Call Source for this Campaign; a bypass mechanism of inbound Call Queues in order to handle certain known numbers in a special manner (previously Ignore Route by Call Source with inverse value) |
| Additional Contact Lookup (Calling Party) in Other Campaigns | Enables searching for the Contact record, based on the inbound caller ID, when the Contact is not found within the current Campaign; it then handles the call based on the Campaign where the Contact record is found (previously Look up Record of Inbound Calling Party); the link opens the Inbound Lookup pop up window to select the Campaigns to include in the lookup; refer to pictures that follow |
| Inbound Lookup | Opens a panel to select from available Campaigns |
| Transcribe Voicemail Messages | Enables call transcription of inbound messages Campaign-wide. |
| DNC.com Settings | Indicates the customer DNC.com account information to be used for DNC scrubbing in the context of inbound calls. This section will be greyed out if the corresponding DNC account hasn’t been previously configured. |
| Project | The customer's DNC.com Project |
| Campaigns | The customer's DNC.com Campaign (do note that this is the DNC.com Campaign, not the one in the DialedIn system) |
| Action on Litigator | What to do with the inbound call if DNC.com's response indicates that the number is tagged as a litigator. Options are Allow the call, Hangup, or provide Busy signal. | Action on Error | What to do with the inbound call if DNC.com's response indicates an error. Options are Allow the call, Hangup, or provide Busy signal. |
| Blacklist Alliance Settings | Make use of customer’s Blacklist Alliance account to scrub flagged numbers in the context of inbound calls. This section will be greyed out if the corresponding API KEY hasn’t been previously configured. Blacklist Alliance responses for flagged numbers are logged by DialedIn, which are displayed as part of the Call Details report under the Details column for that particular call record. Following are some examples of what is typically displayed: "DNC database match. Additional information: screamer Litigator.""DNC database match. Additional information: plaintiff-secondary Litigator." "DNC database match. Additional information: Litigator." |
| Enable Blacklist Alliance Scrub | Enable scrubbing numbers through the use of Blacklist Alliance's API. |
| Action on Litigator | What to do with the inbound call if Blacklist Alliance's response indicates that the number is tagged as a litigator. Options are Allow the call, Hangup, or provide Busy signal. | Action on Error | What to do with the inbound call if Blacklist Alliance's response indicates an error. Options are Allow the call, Hangup, or provide Busy signal. |
Next are Agent Settings. Refer to the following picture.
The following settings are included:
| Available Status Page | The Script (e.g. custom HTML page) that is to be displayed when the agent is in available or waiting state (instead of the default one) |
|---|---|
| Pause Page | The Script (e.g. custom HTML page) that is to be displayed when the agent is in pause state (instead of the default one) |
| Default Page | The screen (page/tab) that is to be in focus when an agent gets connected to a call; either Default, Call Info or Script (previously Default Screen) |
| Allowed to Start a New Manual Call Before Dispositioning | Allows Agents to initiate a manual call to another lead without having to first set the disposition for the immediately preceding call that the Agents was connected to; it is not a recommended option for normal operations since it goes against typical outbound call management, but it's provided for flexibility (previously Allow Agent to Make New Manual Call Before Dispositioning of Prior Record) |
| Allowed to Manually Call Number set as ‘Non-Callable’ | Allows Agents to manually dial out numbers with Non-Callable dispositions (e.g. DNC, Sale, Disconnected Number, Wrong Number, Not Interested); this is also an option not recommended for normal operations since it goes against typical outbound call management, but it’s provided for flexibility (previously Allow Agents to Manually Dial Non-Callable Record (with warning)) |
| Display Warning When Calling the ‘Non-Callable’ Number | Option for Allowed to Manually Call Number set as ‘Non-Callable’; indicates to not display a warning when the Agent attempts to dial a Non-Callable record (previously Hide Warning Window When Calling Non-Callable Leads with inverse value) |
| Display the Specific Disposition with ‘Non-Callable’ Warning | Option for Allowed to Manually Call Number set as ‘Non-Callable’; indicates to also include the reason (disposition) when a warning is displayed when the Agent attempts to dial a Non-Callable record (previously Show Non-Callable Disposition In Warning Window) |
| Restricted from Calling a Number with a ‘Sale’ Disposition | Restricts Agents from calling Contacts with Sale dispositions, even if the disposition is Callable; typically used when multiple Campaigns are used for different stages of sales and follow up processes, or to avoid unnecessary calls (previously Restrict Agents from Dialing Records with Disposition of Sale) |
| On a Manual Call, Lookup the Number in other Campaigns | For a manual call, if a corresponding Contact record doesn't exist in the current Campaign, the system is instructed to search system-wide for a matching Contact record, instead of just creating a new record in the current Campaign; if the Contact is found, the call is handled with the associated Campaign (previously Search Database for Record When Making Manual Call) |
| Also Lookup Associated Alternate Numbers | Option for On a Manual Call, Lookup the Number in other Campaigns; it instructs to also look at Alternate phone numbers of the Contact records when trying to find a match for the manual call number (previously Search Database for Alternative Number When Making Manual Call) |
| Use Caller ID of Original Campaign | Option for On a Manual Call, Lookup the Number in other Campaigns; it instructs to, in addition, use the Caller ID configured for the Campaign where the Contact record was found |
| Allow Option to Create a Duplicate Record on Manual Call | Presents to the Agent the option to generate a new (duplicate) Contact record in the current Campaign, for a manual call, when the Contact was found in another Campaign (the original one); allows for the Contact record in the original Campaign to be left unmodified (previously Allow for the Creation of Duplicate Record on Manual Call) |
| Auto Sync Data when a Duplicate Record is Created | Option for Allow Option to Create a Duplicate Record on Manual Call; instructs to, in addition, copy data from the original Contact record in the original Campaign to the new (duplicate) Contact record in the current Campaign (previously Copy Recent Lead Data for Duplicated Record) |
| Agent Can View Dialing Lines | Allows the Agent to see the list of telephone lines / current calls of the Campaign; useful for the Agent to watch the number of the calls that are being made while waiting on a call (previously Allow Agents to See Dialing Lines) |
| Agent Can View Available Leads | Allows the Agent to see the percentage of Contacts in the Campaign that are still left to be called (previously Allow Agents to See Available Leads) |
| Highlight Current Telephone Number | Instructs the system to highlight in the Management Console Dashboard the phone number that is “active”, i.e. call connected with the Agent (previously Highlight Active Phone Number). |
A sub-campaign is an optional component that helps define a smaller list of contacts within a campaign to allow for more granular actions on outbound calls. Some examples are to only call contacts in one or more sub-campaigns, prioritize groups of contacts (leads) on a per-sub-campaign basis, etc.
We can see sub-campaigns while still in the Create & Manage area of Campaigns; just expand a campaign. If there are any Sub-campaigns, an indication will be listed below the Campaign; select Sub-campaign. A new sub-panel will open on the right side, showing the Outbound Settings that can be modified for the Sub-campaign or group of Sub-campaigns (refer to Campaign Settings for their explanation). Refer to the following picture.
Do note that you cannot add Sub-campaigns here, since Sub-campaigns are created on actual records (in other words, there cannot be empty Sub-campaigns). In order to add Sub-campaigns, therefore, we retrieve Campaign records, select one or more of those records, and assign them to a Sub-campaign; new Sub-campaigns are created on-the-fly, when needed, from that point.
This is performed through Call Records (Views); the first thing needed is to select the Campaign where we want records assigned to a Sub-Campaign. Pull-down the top-left menu and select a Campaign; then click on Search. Refer to the following pictures. You can also use additional features or go to Advanced Search; refer to the Call Records (View) chapter for a complete description.
At this point, the list of records for the searched Campaign will be shown; now select a record to add to or modify current sub-campaign, and click on the Edit button.
A new window panel opens up; go to the Sub-campaign drop-down menu and select an existing sub-campaign to add it to, or ‹ New Subcampaign ›. If you're adding a new one, select Custom and enter the name for the new Sub-campaign and Save it. Refer to the following pictures.
There are a few other things that can be done within the Campaigns area; one is Bulk Actions on campaigns that you have selected in the list, as follows:
| Campaign Settings | Show Campaign Settings (refer to the beginning of this section) for the Campaign that has been selected |
|---|---|
| Delete Campaign | Allows completely removing a Campaign; the system will ask to confirm before proceeding |
| Recall Callable Leads | Sets the system to call again Contacts that are callable, by appropriately resetting the corresponding counters against Minimum Time Before Redial and Maximum Attempts Per Day |
| Reload Leads | Cleans out the dialing system cache to allow for reloading leads (Contacts) based on fresh settings; it’s not an action that is required, but rather a utility that may be used when it’s thought that some undesired items are kept behind in the dialing cache. |
Refer to the following picture.
On an individual campaign basis, there's a More Actions menu, as follows:
| Delete Campaign | Allows completely removing a Campaign; the system will ask to confirm before proceeding |
|---|---|
| Recall Callable Leads | Sets the system to call again Contacts that are callable, by appropriately resetting the corresponding counters against Minimum Time Before Redial and Maximum Attempts Per Day |
| Reload Leads | Cleans out the dialing system cache to allow for reloading leads (Contacts) based on fresh settings; it’s not an action that is required, but rather a utility that may be used when it’s thought that some undesired items are kept behind in the dialing cache. |
Refer to the following picture.
There is also a Refresh button for the campaign list. Refer to the following picture.
And a button to access the Default Settings (refer to the corresponding section) straight from Campaigns. Refer to the following picture.
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In this section we go through lists of data that are to be created for use by other parts of the configuration, as well as tools that aide in configuration tasks.
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Every business will have its own needs and requirements depending on type of business, size and structure of business, types of activities, number of agent roles, etc. Some businesses will require more complex rules and configurations than others, but all can follow a tiered approach to defining them. With that in mind, we will first look into how to put together a basic configuration, then how to build from that base; that way we don’t get overwhelmed with complexity and can get started quickly. The DialedIn CCaaS system allows such a gradual buildup.
Do note that this approach does not prevent good advanced planning, which is highly recommended; it just provides a quick start with gradual buildup, which allows, among other things, verification of the mapping of business rules to system configuration, in stages.
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