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Select Calling List from the inFlow dropdown menu.
The Calling List Tool page opens.
Select the audience type from the Audience Type dropdown list in the Create a Calling List section.
Currently, only Custom Queue can be selected.
In this article, we will use Custom Queues as our example.
Select the Borrower Applications or Partner from the Customer Workflow Type dropdown list.
This will default based on the customer type Workflow Type set in the user’s Preferences.
The available custom queues for the selected customer type will load in the Calling List Audience dropdown list.
The Calling List Audience dropdown list reflects the Audience Type selection.
If Custom Queues is the selected Audience Type, only the custom queues available for the selected Workflow Type will load. Only custom queues the user has permission for will be listed. Permission for custom queues is granted through the org admin.
If Prioritized Alerts is the selected Audience Type, only the prioritized alerts available for the selected Workflow Type will load.
Select a custom queue for the calling session from the Calling List Audience dropdown list.
Click Load to create the calling list.
The calling list opens in the Calling List section below the Create a Calling List section.
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How to Filter a Calling List
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Select a column to filter.
Click the three dots at the right of the column heading.
Click Filter.
Enter the values for the filter.
Click the Filter button.
The filtered results appear.
Calling List Tool audiences only bring back the first 5,000 records. When users filter the columns, they can reload the page by selecting the Load with Filters button that appears once a column is filtered, and the system will go back to the database and find the first 5,000 records that match that criteria.
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Select Initiate Calling Session from the List Control section.
The system checks the calling list.
The first eligible lead to call (based on the list order) is identified.
An eligibility check is run to make sure another user has not called the lead and that the lead is still eligible for the custom queue logic.
The first eligible lead identified in the calling list is called.
Based on system settings, the following lead assignment logic occurs:
If the user is already assigned to the lead:
No action is required.
The lead will load and the user can edit/update the lead details as needed.
If the user is not assigned to the lead and Take is required in the Calling List settings:
The user will see a Take button which means the lead will not automatically be assigned to the user. The user must click the Take button in the Calling List section to take the lead for the assignment. Until the user takes the lead, they only have View Only rights to the lead detail.
This feature is a best practice for when a lead is called but no one answers or no contact is made. The user does not have to Take the lead and no assignment occurs.
If the user makes contact and engages with the lead, they can then take the lead, it will be assigned to them, and edit access to the lead detail will be granted.
If the user is not assigned to the lead and Take is NOT required in the Calling List settings:
The lead will be automatically assigned to the user.
The lead will load and the user can edit/update the lead details as needed whether or not the lead answers the call.
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Select the Next Call button.
Select Hang Up in the WebPhoneWebphone.
Select End Session button.
Select one of the Call Outcome Shortcut buttons.
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Click the Next Call button to immediately end the current call.
Select a response in the Call Outcomes popup window.
The user can add a note.
The user must select a call outcome.
Once selected, the note is automatically saved and the next lead is called.
Hang Up in the
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Webphone
Click the Hangup button in the WebPhone Webphone to end the call without going to the next call.
The user can update the lead detail or do other work.
Once the user is ready to make the next call, the user can select the Next Call or End Session button.
Select a response in the Call Outcomes popup window.
The user can add a note.
The user must select a call outcome.
Once selected, the note is automatically saved and the next lead will be called.
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Eligibility Duration
This feature sets the minimum amount of time during which a number is not called. Navigate to Org Settings > Calling Lists > Settings to set this duration.Custom Queue Timer
This feature sets within a custom queue how often a lead can be taken or called. Read the Custom Queue article for more detailed information.Custom Queue Filters
This feature sets parameters within a custom queue to narrowly target which leads to call or define rules on how often a lead can be called. An example rule may state, “If the last outbound call date is < 8 hours, do not include the lead in the custom queue.” The Custom Filter article offers more detailed information.TCPA
This feature prevents agents from calling borrowers outside of allowed business hours. The hours are determined by the borrowers’ area code and time zone. Read the TCPA Feature article for more detailed information.
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