How to Call Contacts with Multiple Phone Numbers?
Voicent CRM uses four telephone fields, Phone, Cell Phone, Work Phone, Home Phone, for a contact. When you run a campaign, the campaign list is based on contacts, meaning the campaign will only pick one phone number to call based on the phone selection order.
Phone Select Order
When you start a campaign, you can specify the select order in the first step of the campaign wizard. You can remove or re-order the telephone field.
During the campaign preparation stage, the system tries to pick the first field in the defined selection order, if it is empty, it tries the second field and so on. Only one telephone number will be selected for a contact. If no phone number is available, the contact is counted is No Phone Number under the campaign summary. In addition, if the Do Not Call field is checked, the contact is skipped.
How to Call Multiple Numbers?
The best way is to run multiple campaigns for the same call list. For example, run four different campaigns, each uses only one telephone field (remove the other three phone fields in the Phone selection order).
So how to avoid calling the contact that has been reached in a previous campaign? The answer is to utilize some fields in the CRM record. There are many ways to achieve this. The following is just one simple method.
- First, when you run a campaign, make sure to select a call dispostion rule as follows. This rule means if a call is answered by a human, the Contact field is set to Live Answer.
(You may define your own rule or choose different ones based on your own process).
- Second, define your campaign list to utilize the contact field. For more info, please see How to manage campaigns to avoid calling the same contacts.
The above method runs multiple campaigns for the same call list. If a previous campaign reaches a contact with live answer, the Contact Status field is marked as Live Answer. When you run a subsequent campaign, this contact is automatically skipped by the search criteria.
What if there are more than four telephone field?
You can add custom fields to hold these values. However, you won't be able to use these extra phone numbers in a campaign. To use these extra numbers, you can use the following workaround. After running campaings utilizing the four telephone fields, you should have many contacts that are reached already. Search all the records that are not reached and export the list. Import the list. Make sure the select these extra phone fields into the system phone field. Then you can use the new list for your campaigns.