Dynamic campaign and trigger

It is normally urgent to call a new lead at the time it is added to the CRM. The process is describe in the article How to capture leads from web site and lead vendors automatically. The example is to send automatic email and text message to the lead. This article shows how to make a predictive dialer call to the lead using dynamic campaign.

Dynamic Campaign

It is normally a good idea to make a special campaign to handle these newly added leads. A dynamic campaign is a campaign without a fixed call list. New contacts are added to the list after the campaign is created. It is most often used with workflow triggers.

To create a dynamic campaign, simple choose the special list under the predefined list tab.

The rest of the steps are the same.

Trigger Action

Once you have the dynamic campaign create, you can now add the following actions to a workflow trigger.

Posted in Call Center Software, Tips & Tricks |

Phone selection order

I am trying to understand “phone column selection order” feature. Does it dial all phone numbers for a contact in the order you choose? or does it only dial the selected phone type you choose for the whole list?

The short answer is only one number is selected.

The campaign list is based on the contacts in the CRM. Because each CRM record has 4 telephone field: cell phone, work phone, home phone, and phone. When a campaign selects a contact to call, it needs to decide which phone number to use. The “Phone selection order” tells the campaign which one to select first. For example, if the order is: “cell, work, home, phone”, then the software will call the cell phone if it is not empty, otherwise, it will call work phone if it is defined in the record, and so on.

Posted in Call Center Software, Predictive Dialer |

Combine columns when importing

there seems no way to import phone numbers from a .csv file where the area code is separated.

That is correct. However, it should be pretty easy to merge the two columns in Microsoft excel. Here are the instructions:

Use Excel Formula

1. Insert a new column to hold the full phone number. Here we refer to this new column as Phone column

2. In the first row, enter the formula =CONCATENATE(B2, C2)

Here we assume the area code is in column B, and the local number is in column C. The above formula simply combines the area code with the local number.

3. Select the new cell, and drag it down to copy the formula for the rest of column.

Use Flash Fill

The following is copied from Microsoft support site regarding Flash Fill:

Enter the full name in cell C2, and press ENTER.

Start typing the next full name in cell C3. Excel will sense the pattern you provide, and show you a preview of the rest of the column filled in with your combined text.

To accept the preview, press ENTER.

Concatenate data with Flash Fill

If Flash Fill doesn’t generate the preview, it might not be turned on. You can go to Data > Flash Fill to run it manually. To turn Flash Fill on, go to Tools > Options > Advanced > Editing Options > check the Automatically Flash Fill box.

Posted in Call Center Software, Tips & Tricks |