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Calling List Tool

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Overview

The Calling List tool (aka one to one Dialer) is a new feature that allows users to quickly define and call through a list. Managers can also create custom lists and share those across teams and define rules on how often each contact can be called.

Read the Admin Configuration article to learn more about how you can customize the Calling List Tool.

Note
The organization and user must have a WebPhone license to use the Calling List tool. Read the Webphone article for more information.

How to use the Calling List Tool

After an organization has activated the WebPhone, users will be provided access to the Calling List Tool which can be accessed under the “inFlow” dropdown

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Once in the Calling List Tool page, the user will see the page divided into four sections”

  1. Create a Calling List

  2. Calling List

  3. List Control

  4. Lead Detail

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This article describes the following:

How to Create a Calling List

  1. Select Calling List from the inFlow dropdown menu.

  2. Select the audience type from the Audience Type dropdown list in the Create a Calling List section.

    • Currently, only Custom Queues can be selected.

  3. Select the Borrower or Partner from the Customer Type dropdown list.

    • This will default based on the customer type set in the user’s Preferences.

  4. The available custom queues for the selected customer type will load in the Calling List Audience dropdown list.

    • Only custom queues the user has permission for will be listed.

  5. Select a Custom Queue for the calling session from the Calling List Audience dropdown list.

    1. Note: A custom queue must be created by an admin and access granted before the Calling List Tool can be used.

  6. Click Load to create the calling list.

  7. 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

The user can filter or sort the calling list per their requirements. Once the list is in the preferred order, the user is ready to initiate the calling session.

  1. Select a column to filter.

  2. Click the three dots at the right of the column heading.

  3. Click Filter.

  4. Enter the values for the filter.

  5. Click the Filter button.

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Note
By default, the first lead on the calling list is highlighted. The user can select which lead they want to start the calling session from. Once initiated, calls are made down the list from that starting point.

How to Initiate a Calling Session

Once the calling list is ready, the user can begin calling leads.

  1. Select Initiate Calling List from the List Control section.

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  2. The system will check the list and find the first eligible lead to call based on the order.

    • Before each number is called, an eligibility check is run to make sure another user has not called the lead or the lead is no longer eligible for the custom queue logic. The system checks each lead in order until an eligible lead is found.

  3. The first identified eligible lead is called.

    1. The lead detail loads.

    2. The call is initiated in the WebPhone.

      image-20240111-231843.png

  4. Based on system settings, the following lead assignment logic occurs:

    1. 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.

    2. 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 be auto-assigned to the user. The user must Take the lead for the assignment. Until the user takes the lead, they will 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.

    3. 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 user will have full edit access to the lead whether or not the lead answers the call.

  5. Once a call is completed, the user has the following options:

    • Select the Next Call button.

    • Select Hang Up in the WebPhone.

    • Select End Session button.

    • Select a Call Outcome Shortcut - this will Hang Up the current call, set the disposition selected, and initiate the next call: all with one click.

      image-20240111-232151.png

Next Call Button

  1. Click the Next Call button to immediately end the current call.

  2. Select a response in the Call Outcomes 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.

Hang Up in the WebPhone

  1. Click the Hangup button in the WebPhone to end the call without starting the process to go 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.

  2. Select a response in the Call Outcomes 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.

End Session Button

  1. Click the End Session button in the List Control section to end the call.

Call Outcome Shortcuts

These are the same Call Outcomes a user may see in the Call Outcome popup box when the select “Next Call”. However, this simplifies the process by only requiring one click to disposition the call and initiated the next call.

  1. User selects a Call Outcome Shortcut

  2. Current call ends (if still active)

  3. Current Call is dispositioned

  4. Next Call initiates

Lead Detail Section

Once a lead is being called, the lead detail information loads in the Lead Detail section. Based on their permissions, the user will be able to update/edit the lead or have read-only abilities.

This section works just like the lead detail section in inFlow.

Edit/Update

  • The lead is auto-assigned once called.

  • The user is assigned to the lead.

  • The user has Peer View or Org Structure permissions.

  • The user Takes the lead in the Calling List tool.

 Read Only

  • Take is required.

  • The user is not assigned to the lead.

  • The user has no Peer View or Org Structure permissions to edit the lead.

Best Practices for setting calling eligibility rules

How to set up queues to make sure contacts are not over called: Read the Admin article for more detailed information.

  • Eligibility Duration (found within Org Settings > Calling Lists > Settings: The minimum amount of time you want a number to not be called. This is a catch all that makes sure a number will never be called within this time period from the Calling List Tool.

  • Custom Queue Timer: define within each custom queue how often a lead can be take or called. Read the Custom Queue article for more detailed information.

  • Custom queue filters: within a Custom Queue you can set custom filters to rifle in on the leads you want to call or define rules on how often a lead can be called. Example: set a rule that says “If the last outbound call date is < 8 hours, do not include the lead in the custom queue”. Read the Custom Filter article for more information.

In the end, all three of these can work together to create highly customizable calling rules.

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