Manage contact rules

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:

Contactrules_home.png

On the Contact rules homepage you can:

 

To edit the information displayed:

  • Click on settings_icon.png to open the settings pop-up:
    Contactrules_settings.png
  • On the pop-up:
    • Click on the check box of the information you want displayed.
    • The selected columns have a Settings_pop-up_check.png and are presented on a list on top.
    • The unselected columns have a Settings_pop-up_uncheck.png 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 Users_REFRESH.png.

     

    To filter the information displayed:

    • Click on Users_filter.png.
    • Select a category from the drop-down menu.
    • On the selected category, click on Users_filtericon.png.
    • Select the desired itens.
    Note:Click on Users_filternot.png 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 Users_delete.png to delete.

 

 

Create a Contact rule

Click on Contactrules_createcr.png to open the Create contact rule pop-up window:
Contactrules_createcr_popup.png

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:
Contactrules_editcr_home.png

Edit contact rules allows you to:

 

Edit the contact rule information

Click on User_profile_edit.png to open the contact rule pop-up window:
Contactrules_editcr_popup.png

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 Users_actions.png to open the drop-down menu:
Contactrules_editcr_profile.png

On the drop-down menu you can:

  • Duplicate - Duplicate the contact rule.

 

 

Configure the address type rules

Click on User_profile_edit.png to open the address type rules pop-up window:
Contactrules_editcr_atr.png

On the address type rules pop-up window you can:

  • Click on the desired address type rule to edit it.
  • Click User_profile_deletecampaign.png to delete the desired address type rule.
  • Click on Contactrules_editcr_atr_addrule.png to open the Add rule pop-up window:
    Contactrules_editcr_atr_addrule_popup.png

  • 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:

Contactrules_editcr_forward.png

  • Click on User_profile_edit.png to open the forward reasons pop-up window:
    Contactrules_editcr_forward_popup.png
    • Click on Contactrules_editcr_forward_button.png to open the add forward reasons pop-up window:
      Contactrules_editcr_forward_new.png
    • 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.

 

 

Manage campaigns

Click on CAMPAIGNS to open the campaigns tab:
Contactrules_editcr_campaigns.png

  • Click on User_profile_edit.png to open the campaigns pop-up window:
    Contactrules_editcr_campaignsadd.png

    • Click on Contactrules_editcr_campaignsadd_button.png to open the add campaigns pop-up window:Contactrules_editcr_campaignsadd_add.png
    • On the pop-up window:
      • Select the campaigns to assign the contact rule to.
      • ClickADD CAMPAIGNS to apply changes.
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