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Admins: Contact Center

A series for your company's administrator: switch on the contact center, set up an inbound queue, then build the three kinds of outbound campaign. Watch them in order: the campaigns use the queue from the first video.

4 videos · about 4½ minutes.

The videos use fictitious demo data: the company "Acme Dental", its users, and leads with 555 phone numbers. No campaign is started in the videos.

1. Setting Up an Inbound Queue

1 min 17 s

What the video covers:

  • Turning on the contact center: your provider switches it on for your account, in Tenant Accounts: the account's contact center icon › Enabled › Confirm. Your admin then sees Contact Center in the top bar.
  • A new queue: Contact Center › Config › Queues › Add.
  • Name and strategy: the strategy decides who gets the next call. Most Idle sends it to the agent who has waited longest.
  • Greeting (required): the audio a caller hears on joining the queue. Max time in queue limits the wait.
  • Extension and number: colleagues reach the queue on its Extension. A number under DIDs sends outside callers to it.
  • Agents: who answers. Each one rings for the Agent Timeout (20 s by default) before the call moves on.
  • Next Actions: where callers go when no one is available, such as a Voicemail box.
  • Save: "Queue Added Successfully", and the queue is ready to take calls.

2. A Progressive Campaign

1 min 29 s

What the video covers:

  • A new campaign: Contact Center › Config › Campaigns › Add. In a Progressive campaign, each call is placed when an agent is free.
  • Retries and cool-off: Retries is how many more times a lead is called when there is no answer, with Cooloff (s) in between.
  • Queue: the campaign uses the agents of the queue you select.
  • Schedule: weekdays and hours keep calls inside business hours.
  • Caller ID: the number your customers see.
  • Leads: add them one by one with Add Lead, or upload a CSV built from Download Template.
  • Save: a new campaign is Stopped, so nothing is dialed. Calls start only when you click Start in the list.

3. A RoboVM Campaign

51 s

What the video covers:

  • A recorded message for every lead: a campaign whose name starts with robovm plays a recording to each customer who answers, with no agent on the line. It uses the Progressive dialer, the only type offered.
  • The message: pick the recording in Greeting post Lead wait SLA. With Agent Dial Timeout (s) at 0, it plays as soon as the call is answered.
  • Queue and leads: an agent of the queue must still be available for the campaign to dial.
  • Save: it waits, stopped, until you start it.

4. A Predictive Campaign with AMD

59 s

What the video covers:

  • Predictive dials ahead of your agents, to keep them busy with live customers.
  • Predictive Configuration: Max calls per agent caps how many calls are placed per agent; Pacing profile and No-answer timeout (s) tune the dialing.
  • Abandon rate: an abandoned call is a customer who answers when no agent is free. The dialer keeps them under Max abandon rate (%); Abandon treatment decides what those callers get.
  • Answering Machine Detection (AMD): with AMD enabled, On machine › Hangup hangs up on voicemail, so agents only talk to people. On not sure decides what happens when the detector is unsure.
  • Queue, leads, Save: like every campaign, it waits, stopped, until you start it.