User Guide - Management Console - Functional Setup - Default Settings

User Guide - Management Console - Functional Setup - Default Settings

Functional Setup

Default Settings


To make provisioning more efficient, the system allows for the definition of Default Settings (system defaults), which provide a set of system-wide default values; some are general system settings, some are default campaign settings, some are default agent settings, etc.

Note that there are additional Default Settings that are only available to ChaseData personnel and may not be shown here.

There are two ways to access the default settings:

(1) Go the main menu area on the left, click to expand the Campaigns menu, and select Create & Manage. Then click on the Perform Task (clock wheel) icon found in the top left of the presentation area to expand a pull-down menu; select Default Settings.  Refer to the following picture.





(2) Click on the 3-dot icon on the right side of the top area of the GUI, above the Search field, which will open a menu; click on Settings, and on the expanded menu click on Default Settings.  Refer to the following picture.


In the new Default Settings configuration area, you can see “Default Settings” instead where the name of the Campaign would be for Campaign Settings, in the top right corner.

The Default Settings is mostly a sub-set of Campaign Settings, and a few additional ones; we will only address here those not covered in Campaign Settings already.

As with Campaign Settings, the Default Settings configuration area is divided in four major groups, which can be expanded and contracted as needed for better visibility.

  • Campaign Profile
  • Outbound Settings
  • Inbound Settings
  • Agent Settings.


Default Campaign Profile


The following settings are included:

Time Zone

The default time zone to use for all activities

Reports Time Range

The default time band for all reports.


Refer to the following picture.



Default Outbound Settings


The following settings are included:

Default Caller ID

The default number to be displayed as Caller ID to called parties

Conference Caller ID

The default number to be displayed as Caller ID to called parties of a conference call

Dialing Number Format

Group title for indicating how the system should interpret and dial telephone numbers by default; see next three items

USA/Canada Numbers

Only NANP numbers are expected

International Numbers

Only international numbers are expected

Any

Any number format may be used

Dialing Hours

Default Start-time and End-time for dialing activity; time zone is based on the Contact phone number

Dialing Mode

Pull-down menu to indicate what method to use by default to initiate outbound calls: Predictive, Preview, Progressive, Available, Power

Number of Dialing Lines per Agent

The default number of lines that the system will attempt to use for dialing (constrained by agreement with ChaseData) per agent (i.e. a rate)

Dial Sequence

Pull-down menu to indicate in which order are Contacts called (outbound calls) by default: List Order (chronological, oldest first and in the order they were imported), Random Order (with weight on least number of dial attempts), Last Name (A to Z), New Leads Dialed First (chronological, most recent first).

AMD Detection

Pull-down menu to indicate the level of Answering Machine Detection (AMD) accuracy to be used by default: Accurate, Default, Full, Quick, None.  This helps determine at what point to either leave a message or disconnect (Recording and Messages settings)

Number of Rings

Default number of telephone rings after which the call is determined to be not answered

Redial Wait Time

Default amount of time that the system must wait before attempting to call again to this number, or redialing (previously Minimum Time Before Redial); redialing occurs based on configured number of attempts and last call disposition / wrap up code

Maximum Daily Call Attempts

Maximum number of calls attempted by default, including redials, on a number on any given day (previously Maximum Attempts Per Day)

Maximum Lifetime Call Attempts

Maximum number of calls attempted by default, including redials, on a number for the totality of the Contact record life (previously Maximum Dialing Attempts)

Leave Pre-recorded Message on Answer Machine

This indicates whether to Leave a Pre-recorded Message on Answer Machine by default

On These Attempts

Indicates the default call attempts to the Contact that a voice message drop is attempted; see options below

Use Caller ID of Original Campaign on Manual Calls

Option for On a Manual Call, Lookup the Number in other Campaigns; it instructs to, in addition, use the Caller ID configured for the Campaign where the Contact record was found.


Refer to the following picture.



Default Inbound Settings


The following settings are included:

Hours of Operation

Opens a pop-up window to define hours of operations for the Campaign, which is used for Call and Agent management; the Hours of Operation window includes an option to define Holidays, as well, which opens another pop-up window; refer to pictures that follow.


Refer to the following pictures.





Default Agent Settings


The following settings are included:

Phone Mode

Type of telephone system used for calls; options are Softphone (internal), External Phone (3rd party softphone), and Mixed (agent can choose either one)

Login Mode

Type of activities that Agents are allowed on login; options are Outbound, Inbound, and Mixed (agents can perform both Outbound and Inbound activities, unless overridden by a Campaign or Sub-Campaign)

Default Page

The screen (page/tab) that is to be in focus by default when an agent gets connected to a call; either Default, Call Info or Script (previously Default Screen)

Allowed to Copy ‘ClientId’ to the Clipboard

By default, the Agent can copy the ClientId related to the current call; available in case it needs to be pasted into another application (e.g. CRM)

Allowed to Copy ‘PrimaryPhone’ to the Clipboard

By default, the Agent can copy the PrimaryPhone related to the current call; available in case it needs to be pasted into another application (e.g. CRM)

Use the Contact’s Telephone Number as Conference Caller ID

When conferencing in another party, by default use the customer telephone number (PrimaryPhone field) as the caller ID

Allowed to Display Dialing Lines

By default, allows the Agent to see the list of telephone lines / current calls; useful for the Agent to watch the number of the calls that are being made while waiting on a call (previously Allow Agents to See Dialing Lines)

Allowed to Display Available Leads

By default, allows the Agent to see the percentage of Contacts in the current Campaign that are still left to be called (previously Allow Agents to See Available Leads)

Allowed to Start a New Manual Call Before Dispositioning

By default, allows Agents to initiate a manual call to another lead without having to first set the disposition for the immediately preceding call that the Agent was connected to; it is not a recommended option for normal operations since it goes against typical outbound call management, but it’s provided for flexibility (previously Allow Agent to Make New Manual Call Before Dispositioning of Prior Record)

Allowed to Manually Call Number set as ‘Non-Callable’

By default, allows Agents to manually dial out numbers with Non-Callable dispositions (e.g. DNC, Sale, Disconnected Number, Wrong Number, Not Interested); this is also an option not recommended for normal operations since it goes against typical outbound call management, but it’s provided for flexibility (previously Allow Agents to Manually Dial Non-Callable Record (with warning))

Display Warning When Calling the ‘Non-Callable’ Warning

Option for Allowed to Manually Call Number set as ‘Non-Callable’; indicates to not display a warning when the Agent attempts to dial a Non-Callable record (previously Hide Warning Window When Calling Non-Callable Leads with inverse value)

Display the Specific Disposition with ‘Non-Callable’ Warning

Option for Allowed to Manually Call Number set as ‘Non-Callable’; indicates to also include the reason (disposition) when a warning is displayed when the Agent attempts to dial a Non-Callable record (previously Show Non-Callable Disposition In Warning Window)

Restricted from Calling a Number with a ‘Sale’ Disposition

By default, restricts Agents from calling Contacts with Sale dispositions, even if the disposition is Callable; typically used when multiple Campaigns are used for different stages of sales and follow up processes, or to avoid unnecessary calls (previously Restrict Agents from Dialing Records with Disposition of Sale)


Refer to the following picture.