Contact rules determine when to use each address and how to retry the contact when a call fails. Contact attempts are made taking into consideration a set of rules for campaign scheduling, timetables, priority and other configuration parameters.
Once the Contact Rule configuration process is complete, you can create an outbound service and associate it to the contact rule.
On the Contact rules page, you can:
Contact rules list
The Manage contact rules window shows a list of contact rules created, along with their description:
On the Contact rules homepage you can:
- Edit the information displayed
- Refresh the information displayed
- Filter the information displayed
- Delete contact rules
To edit the information displayed:
- Click on
to open the settings pop-up:
- On the pop-up:
- Click on the check box of the information you want displayed.
- The selected columns have a
and are presented on a list on top.
- The unselected columns have a
and are present on a list below.
- Click SAVE to apply changes.
-
The information available for selection is:
Name - The contact rule identification. Campaigns - The campaigns with the contact rule assigned. Address types - The address types assigned. Tip: Click on a contact rule, from the list, to open that profile configuration page.
To refresh the information displayed:
- Click on
.
To filter the information displayed:
- Click on
.
- Select a category from the drop-down menu.
- On the selected category, click on
.
- Select the desired itens.
Note:Click on
to delete the filter.
To delete a contact rule:
- Select the contact rule(s) by clicking on the row's checkbox.
- On the top right-side of the screen, click on
to delete.
- Click on
Create a Contact rule
Click on to open the Create contact rule pop-up window:
On the Create contact rule pop-up window:
- Insert the contact rule name (mandatory).
- Insert the maximum automatic tries.
- Select if the contact rule is always in predictive mode or if it upgrades to power after a number of tries.
- If upgrade to power is selected, insert the number of tries, before upgrading.
- Select if there's no limit to manual tries.
- If manual tries limited is selected, insert the maximum of manual tries.
- Select if voice mail is detected or not.
- Select if top priority rule is available or not.
- Select if operation errors rule is available or not.
- Click CREATE to apply changes and close the pop-up window.
Edit contact rule
Click on the contact, on the list, to open the contact rule page:
Edit contact rules allows you to:
- Edit the contact rule information
- Edit the contact rule profile
- Configure the address type rules
- Configure the forward reasons
- Manage the campaigns assigned
Edit the contact rule information
Click on to open the contact rule pop-up window:
On the Edit contact rule pop-up window:
- Insert the contact rule name (mandatory).
- Insert the maximum automatic tries.
- Select if the contact rule is always in predictive mode or if it upgrades to power after a number of tries.
- If upgrade to power is selected, insert the number of tries, before upgrading.
- Select if there's no limit to manual tries.
- If manual tries limited is selected, insert the maximum of manual tries.
- Select if voice mail is detected or not.
- Select if top priority rule is available or not.
- Select if operation errors rule is available or not.
- Click SAVE to apply changes and close the pop-up window.
Edit the contact rule profile
Click on to open the drop-down menu:
On the drop-down menu you can:
- Duplicate - Duplicate the contact rule.
Configure the address type rules
Click on to open the address type rules pop-up window:
On the address type rules pop-up window you can:
- Click on the desired address type rule to edit it.
- Click
to delete the desired address type rule.
- Click on
to open the Add rule pop-up window:
-
On the add rule pop-up window you can:
-
Insert a name.
-
Select the address type from the drop-down menu.
-
Click CREATE to apply changes.
-
- Click SAVE to apply changes.
Manage forward reasons
Forward reasons define the course of action to apply when a call is forwarded in Predictive and Outbound IVR dialing modes.
OneContact will use the information, provided by Answering Machine Detection (AMD) systems informing the system that a call is being forwarded, along with the forward reason and destination, to reschedule voicemail interactions.
Click on FORWARD REASONS to open the forward reasons tab:
- Click on
to open the forward reasons pop-up window:
- Click on
to open the add forward reasons pop-up window:
- On the pop-up window:
- Insert the desired prefix.
- Select the outcome reason to assign to the prefix.
- Select if the call is disconnected or not.
- Click SAVE to apply.
- Click on
Manage campaigns
Click on CAMPAIGNS to open the campaigns tab:
- Click on
to open the campaigns pop-up window:
- Click on
to open the add campaigns pop-up window:
- On the pop-up window:
- Select the campaigns to assign the contact rule to.
- ClickADD CAMPAIGNS to apply changes.
- Click on