Functional Setup

General Tools and Data

In this section we go through lists of data that are to be created for use by other parts of the configuration, as well as tools that aide in configuration tasks.

Custom Data

Since ChaseData CCaaS deals with Campaigns associated with Outbound Calling and Inbound Contact Center, the collection and management of Contacts, or leads, is of essence.  For that purpose, the system provides a minimum set of important contact data fields considered necessary for the effectiveness of the solution; but ChaseData understands that every business has its own additional data that needs collecting, maintaining, and making decisions upon, and therefore the ChaseData CCaaS solution provides the flexibility for defining additional fields that correspond to those needs.  That is what Custom Data is about, expanding and customizing the solution with additional fields to collect data, store it, and act upon it.

Note that all system-provided and custom data can be referenced for agent displaying (Call Info screen), as well as information gathering during inbound and outbound call handling activities; the custom data definitions together with page scripts define and enforce whether a field is to be displayed, required, read-only, list-selectable, etc.

Before we define Custom Data, it’s important to know what fields are already defined by the system.  It’s also important to understand that these fields are permanent and non-replaceable; they should be used for what they represent in order to ensure proper behavior of the system.

So, following is the list of those system-provided (default) fields available for every Campaign.

System-Provided Contact Fields
FirstName	Should always be used as the contact’s first name
LastName	Should always be used as the contact’s last name
ClientId	Should always be used as the contact’s identifier (e.g. customer number)
PrimaryPhone	Should always be used as the contact’s main telephone number
Address	Should always be used as the contact’s street address
City	Should always be used as the city of the contact’s address
State	Should always be used as the state of the contact’s address
ZipCode	Should always be used as the ZIP code of the contact’s address
Notes	Can be used for general purpose notes and comments about a contact

Custom Data is defined in packages (tables) so to be able to make those packages available to a campaign (see Adv. Table in Campaign Profile). To configure them, expand the Campaigns menu and select Custom Data. Now, either select an item to modify, or just click on Click here to add new item on the grey bar in the top of the window panel; type a name for the Custom Data table (also known as Adv. Table), and an optional description.  Next, click on the corresponding update icon (pen icon) to pop up the Advanced Table Fields window.  Refer to the following pictures.

Field Name	Name that identifies the field system-wide, including in the system default Call Info page, page and integration Scripts, Data Import, etc.
Field Type	The formatting type for the contents of the field, string, text, or phone; see Field Types
Description	Description of the type of information that the field is for
Display Info	Checkbox to enable the field to be displayed to the agent when using system Call Info pages; some fields may be for purposes other than Agent display/update, such as integrations
Order	Optional parameter to indicate in what order to display fields when using system Call Info pages; higher number indicates first in order, i.e., displayed or presented first or in a higher position in the list
Searchable	Checkbox to enable system to allow this field to be used as a search key for the record.

Field Types
string	Allows the use of any combination of alphabetic characters, numbers, and special characters; limited to 255 characters; this is the recommended field type for most non-telephone number fields
text	Only allows the use of alphabetic characters; an unlimited number of characters can be used
phone	Expects a proper telephone number; indicates to the system that this is a number that can be dialed; all fields intended to hold a telephone number should be of this type.

After an Advanced Table (Custom Data) has been defined, it can be assigned to a Campaign (see Campaign Profile), corresponding contact records can be uploaded (see Data Import), and uploaded/updated records can be searched/viewed (see Lead and Call Records/Views).

Scripts

Here we discuss Scripts, which allow extending information displaying and gathering with custom forms and fields (e.g. custom HTML pages during call handling), as well as integrations with external systems (e.g. data transfer with external CRMs), and Text-To-Speech (TTS) messages (audio scripts).

Access the Scripts configuration area by clicking on the 3-dot icon on the right side of the top area of the GUI (a.k.a. the “Tools menu”), above the Search field, which will open a menu; click on Scripts, which will populate the configuration panel accordingly, showing the current list of (custom) Scripts available; you can either modify an existing Script, or add a new one.  Refer to the following pictures.

Name	Name that identifies the Script, so it can be referred by Campaigns, etc.
Location	Pull-down menu to identify where is this Script used; the options are Screen Tab and Custom App; refer to the Script Location table for descriptions
Script Type	Pull-down menu to identify the type of script, with options being Dynamic Script, External URL, and Voice; refer to the Script Type table for descriptions
Script Content	Checkbox that is enabled when the Script Type is either Dynamic Script or Voice; clicking on its edit (pen) icon will open the script editor (refer to Scripting Tool)
External URL	HTPP/S address of an external page or tool, when the Script Type is External URL
Confirmation	Pull-down menu presenting the list of all current non-Voice Scripts; typically used to send a submit/response, e.g. an HTML POST message
Email	Pull-down menu presenting the list of all current non-Voice Scripts; helps identifying the script or template as one to be used for sending email
Inbound	Pull-down menu presenting the list of all current non-Voice Scripts; helps identifying the script as one to be presented during Inbound call handling (as opposed to a standard script, which is used on Manual/Preview/Outbound call handling); helpful also for Blended Campaigns (double-purpose script)
Description	This field can be used for general purpose description and comments
Icon	Icon to be displayed for the case of a Custom App
Condition	Optional conditional statement to evaluate whether the script page should be displayed; e.g. subcampaign=”some_subcampaign”
Phones Lookup	Pull-down menu to indicate whether the system should scan the script page for telephone numbers and replace them with clickable links/icons to execute a call; options are None, Default, and Outline Mode.

Script Location
Screen Tab	Typically used for custom scripting pages added as tabs on the Agent screen; when this is selected, a script editor is enabled for Script Content and External URL is disabled
Custom App	Typically used to link via URL to an external page; when this is selected, External URL is enabled and Script Content is disabled

Script Type
Dynamic Script	Web page (e.g. HTML) that can be displayed to the agent
External URL	URL link to an external page or application
Voice	Text that is to be converted to speech using a TTS engine

Wrap-Up Codes

On top of system-generated codes (refer to System Dispositions), application-specific dispositions (Wrap-Up Codes, or Agent Dispositions) specific to your own business can be defined.  A wrap-up code can then be assigned to one or more Campaigns, so when a call is handled the wrap-up code is made available to the agent to set the status of the lead/contact record.

The definition of Wrap-Up Codes should be planned carefully in order to not create confusing duplicates, while on the other not make codes available where they do not make sense. For example, we may decide that Not Interested should be common to all campaigns, while, say, Already Ticketed should only be applicable to, say, the Summer Vacation campaign.

To create or modify wrap-up codes go the main menu area on the left, click to expand the Campaigns menu, then again click to expand the Wrap Up Codes menu, and select Create & Manage. Now either click on Click here to add new item on the grey bar, or click on an item to modify it.  Refer to the following pictures.

Assigned To	Pull-down menu to select which Campaigns can use this Wrap-Up Code
Wrap Up Code	Name to identify the Wrap Up Code
Callable	Checkbox to indicate whether a contact/lead (record) marked with this disposition (wrap up code) can be called again (added to call queues/lists)
Redial After	Number of days to wait before calling this contact/lead again (if it’s Callable)
Is Final	Checkbox to indicate that a record with this disposition cannot be changed to another disposition; final dispositions should be used to indicate that a record has reached the end of its cycle
Termination	List of Campaigns to optionally (if one is selected) transfer the Contact to
Non-Callable After	Number of attempts (if different than 0) after which the Contact would become Non-Callable
Description	This field can be used for general purpose description and comments
Type	Pull-down menu to select the type of call result that the wrap-up code represents; see the Wrap-Up Code Type table for a description of each option (notice that types are incremental in respect to call results)
Location	Pull-down menu to select one or more places in the Agent App GUI from where the Wrap-Up Code can be set (refer to the Wrap-Up Code Location table); if none is selected, it will be hidden (and therefore the agent won’t be able to set the wrap-up code)
Action	String that represents an action to take upon setting this Wrap-Up Code; typically, this is a URL string that corresponds to a POST action on an external system (refer to Integration)
Shortcut	Pull-down menu with list of keyboard shortcuts that can be assigned to the Wrap-Up Code for a quick action; the actual shortcut would be SHIFT+<selection>
Sort Order	Numeric value indicating the order in which the Wrap-Up Codes are presented on the GUI; higher number indicates first in order, i.e., displayed or presented first or in a higher position in the list
Icon	Icon can be used when the Wrap-Up Code is presented in Left Menu; the icon picture must follow certain characteristic requirements (48x48 pixels, 100 DPI, PNG format and extension)

Wrap-Up Code Type
No Connect	The wrap-up code represents a call attempt that was not successful reaching a person or answering machine
Connect	The wrap-up code represents a call attempt that was successful reaching a person or answering machine
Contact	The wrap-up code represents a call attempt that was Connected and, in addition, the person answering was identified as the right Contact
Lead/Appt/Sale	The wrap-up code represents a call attempt that was Connected, the person answering was identified as the right Contact, and a positive action resulted from the call.

Wrap-Up Code Location
Popup Window	Default area; clicking on the disposition on main menu (left) will pop up a window that contains a pull-down menu with a list that includes this Wrap-Up Code
Left Menu	Clicking on the sub-button of the disposition icon on the main menu (left) will present a list that includes this Wrap-Up Code; in this case it will automatically hang up the call and set the wrap-up code (quick disposition)
Break Code	This is not a Wrap-Up Code, rather a custom option for the Busy status (and menu) of the Agent
Blind Transfer	Include this Wrap-Up Code in the disposition pull-down menu included in the Transfer Call window, Blind Transfer tab.

Conference Numbers

In some cases, an Agent may want to conference another party (agent) during a call.  To control who can be conferenced and under what conditions, the ChaseData CCaaS system provides the ability to designate Conference Numbers, optionally limited to a particular Campaign; that way, an Agent can select one of those third parties to conference in during a call, if needed.  Additionally, the ChaseData CCaaS system can optionally enable a Conference Number to also accept Blind Transfers.

To configure them, 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 Conference Numbers.  Refer to the following pictures.

Campaign	Pull-down menu to restrict this the use of this number to a particular Campaign; otherwise, just select All Campaigns
Number	A valid phone number; usually the number of a supervisor, a higher tier, or another department, but could also be an external entity
Description	This field can be used for general purpose description and comments
Visible	Checkbox to enable visibility of the number in the appropriate Agent pop-up window/menu (i.e. make it available); unchecking this box allows a number to be disabled without deleting it
Blind Transfer	Checkbox to also enable the number to be used for blind transfers by an Agent
CallerId	Caller ID to be displayed to a called party.

Caller IDs

The ChaseData CCaaS system allows defining a specific Caller ID to be displayed to a called party during Outbound call handling.  In most cases, this is the Default Caller ID defined in the Campaign Settings.  Here we look at how to define a list of possible Caller IDs and setting certain conditions or restrictions on when they can be used (i.e. State, Campaign, Sub-campaign).

To configure The Caller IDs, 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 My CallerID.  Refer to the following pictures.

Phone	Number that will be used to display as Caller ID
Local Presence	Switch that indicates whether this number is available to be used as Caller ID for numbers-to-be-called with the same area code (NPA)
Adjacent Areas	Indicates whether this number is available to be used as Caller ID for numbers-to-be-called that are in areas nearby. It is similar to State, but it uses a geographical determination; an adjacent area is considered one that geographically borders with it.
Spam Check	Switch that indicates number should be included in Automatic DID Swaps, which replaces number with another one in the same or neighboring area code, if an indication is obtained that it was flagged (by an external entity). This feature is currently turned OFF (at time of print).
Deter SPAM	Switch that indicates whether this number is to be considered under Deter SPAM rules and conditions. Campaigns that are enabled with Deter SPAM can only use as Caller ID a number with this switch set to ON; Campaigns that are not enabled with Deter SPAM can only use as Caller ID a number with this switch set to OFF
State	Indicates whether this number is available to be used as Caller ID for numbers-to-be-called that are in the same State. The determination of State is done internally by the system and is based on NPAs (area codes); one or more NPAs are part of a State. If this field is set to All States, then the number can be used as Caller ID for a number-to-be-called from any State
Campaign	Indicates whether this number is available to be used as Caller ID for numbers-to-be-called that are in the specified Campaign. If this field is set to All Campaigns, then the number can be used as Caller ID for a number-to-be-called from any Campaign
Subcampaign	Indicates whether this number is available to be used as Caller ID for numbers-to-be-called that are in the specified Sub-Campaign. If this field is set to All Subcampaigns, then the number can be used as Caller ID for a number-to-be-called from any Sub-Campaign
Added On	Date and time when this record was added
Used Since	Indicates the date-time when the number was used as Caller ID in the current cycle; a cycle starts when the number is used the first time, and again after the number was locked and is available again.
Used (times)	Indicates the number of times that the number has been used as Caller ID in the current cycle; a cycle starts when the number is used the first time, and again after the number was locked and is available again.
Total Usage	Indicates the cumulative number of times that the number has been used as Caller ID in all relevant cycles.
Locked On	When Deter SPAM is ON, this indicates the date and time when this number started being disallowed to be used as Caller ID, i.e. the start of the lock period. It is cleared when the lock period ends; it is also cleared when Deter SPAM is set to OFF
Locked Until	When Deter SPAM is ON, this indicates the future date and time when this number is to go back to being allowed to be used as Caller ID, i.e. the end of the lock period. It is cleared when the lock period ends; it is also cleared when Deter SPAM is set to OFF
Locked (times)	When Deter SPAM is ON, this provides the number of times (count) that this number has gone into a lock period, i.e. being disallowed to be used as Caller ID. It is cleared when Deter SPAM is set to OFF
Active	Switch that indicates whether this number is available at all as Caller ID.

Deter SPAM

Due to the nature of their business, ChaseData customers legitimately generate large volumes of calls in the attempt to qualify their leads and follow up; this level of activity may cause spam filters to confuse these legitimate efforts with actual spam and flag the involved telephone numbers. To help alleviate this side effect, the ChaseData solution is provides a feature that limits the use of Caller ID numbers in terms of occurrence and time periods; it’s called Deter SPAM.

When this feature is not used, a Caller ID number is selected for a call without consideration to how often it is used. With this feature, the usage of Caller ID numbers is taken into account under a number of conditions to reduce the probability of the number being confused with spam.

Without the Deter SPAM feature, the system selects the Caller ID to be displayed, as follows:

1. Check Default Caller ID in Campaign Settings

1. If there is a Default Caller ID in Campaign Settings, use it as the Caller ID and skip to 4
2. If there is no Default Caller ID in Campaign Settings, proceed to Analyze Matching Criteria

2. Analyze Matching Criteria - the numbers in My CallerID are looked up to find matches to a selection criterion (the match is based on the to-be-dialed number); selection criteria is an ordered list, which is worked from top to bottom until one selection criterion is a match for one or more numbers in My CallerID; refer to the table of selection criteria (rules) further below

3. If one or more numbers match a selection criterion, use one of them as the Caller ID and skip to 4; When multiple numbers in My CallerID match a corresponding criterion, these numbers are used in a random fashion as the Caller ID
4. If no number matches any selection criteria, proceed to Check Default Caller ID in Default Settings

3. Check Default Caller ID in Default Settings

2. If there is a Default Caller ID in Default Settings, use it as the Caller ID
3. If there is no Default Caller ID in Default Settings, no Caller ID is available

4. Make call, if permitted.

The following picture provides a graphical representation of the decision logic.

When we use Deter SPAM, we enable it at two levels:

1. First, we must enable Deter SPAM as a feature; when we do that, we must also specify the Campaigns for which Deter SPAM is enabled/active -we could simply indicate that it’s for the whole account, meaning all Campaigns.
2. We must also individually enable with Deter SPAM each number in the list of My CallerID that we want to be included in the selection process for relevant Campaigns that have Deter SPAM enabled/active. To be clear, if a Campaign has Deter SPAM enabled, only those numbers in My CallerID that also have Deter SPAM enabled will be considered in the Caller ID selection process.

As a result:

1. Only numbers with Deter SPAM enabled are used for Campaigns with Deter SPAM enabled

1. Only numbers with Deter SPAM disabled are used for Campaigns with Deter SPAM disabled.

When we use Deter SPAM, we effectively filter the My CallerID list before we apply the matching criteria.

The process starts when a call is to be made (dial out), at which time the Campaign determines what entries (caller ID records) in My Caller ID are to be parsed to find one that best meets all conditions and criteria; if the Campaign has Deter SPAM enabled (ON), then only those entries (caller ID records) in My Caller ID that also have Deter SPAM turned ON, if any, will be considered as the caller ID for the call; conversely, if the Campaign has Deter SPAM disabled (OFF), then only those entries (caller ID records) in My Caller ID that also have Deter SPAM turned OFF, if any, will be considered as the caller ID for the call. So, basically, at this first step we (conceptually) divide My Caller ID in two sets and pick the one that interests us.

When we have our set, we compare every entry (caller ID record) against an ordered matching criterion set, which we will represent in this document as a Matching Criteria Table, and assign each caller ID record to one row of that table; the row assigned is the best match, which is the first row, from top to bottom, that matches.

Then, for each set of caller IDs that match the same row in the Matching Criteria Table, which we will call Matching ROW, we select only one by applying a priority rule (if Deter SPAM is ON) or randomly (if Deter SPAM is ON). At this point we should have one or more Matching ROWs with a single entry (caller ID record) each; if it is more than one row, we apply an additional priority rule if Deter SPAM is ON.

The steps are as follows:

1. Check Default Caller ID in Campaign Settings. IF there is one defined:

1. Use the campaign’s Default Caller ID as the Caller ID (proceed to 3).

2. ELSE (no Default Caller ID)

2. Check if Deter SPAM is enabled as a feature and active on the Campaign in question, or if Deter SPAM is enabled system-wide (for the group/account) (refer to the next Figure). IF enabled and active for the campaign:

1. IF at least one entry (Phone) in the My Caller ID list has Deter SPAM enabled:

1. Using those entries (phones) enabled, find the best match(es) against the Matching Criteria Table from top to bottom (1 to 20); a match is when an item meets all conditions in the row; the best match is the first row that produces a match.

1. IF more than one entry generates a best match for a given Matching ROW, select only one for that Matching ROW by applying the following priorities:

4. 1: Least Usage within current cycle, per value for Used (times).
5. 2: Least Total Usage, per value for Total Usage.
6. 3: Least Lock Count, per value for Locked (times).
7. 4: My Caller ID list order.

2. IF there is more than one Matching ROW (with one entry per row), select only one by applying the following priorities:

6. 1: Least Usage within current cycle, per value for Used (times).
7. 2: My Caller ID list order.

3. Caller ID is ready to be used for calls (proceed to 3).

2. ELSE (no phone has Deter SPAM enabled)

4. No Caller ID is to be used (proceed to 3).

3. ELSE (Deter SPAM not enabled/active)

3. IF at least one entry (Phone) in the My Caller ID list does NOT have Deter SPAM enabled:

7. Using those entries (phones) enabled, find the best match(es) against the Matching Criteria Table from top to bottom (1 to 20); a match is when an item meets all conditions in the row; the best match is the first row that produces a match.
8. IF more than one entry generates a match, select only one randomly.
9. Caller ID is ready to be used for calls (proceed to 3).

4. ELSE (no phone has Deter SPAM not enabled)

8. No Caller ID is to be used (proceed to 3).

3. Make call, if permitted, using the appropriate Caller ID (if available).

It is important to emphasize that if Deter SPAM is enabled as a feature, but there are no numbers in My CallerID also enabled with Deter SPAM, there will be no match and therefore no Caller ID available. Conversely, if Deter SPAM is not enabled as a feature, but all numbers in My CallerID are enabled with Deter SPAM, there will be no match and therefore no Caller ID available.

My CallerID Number Selection Criteria

As we previously stated, before Deter SPAM is to be taken into consideration, each number in My CallerID is first analyzed against the number-to-be-called to determine which numbers, if any, meet a criterion to be considered as Caller ID for the number-to-be-called. The following list provides an ordered list of criteria, which is applied from first (1) to last (20) until one criterion is met.

Order	Campaign	Sub-Campaign	Area Code	State	State by NPA	Local Presence	Adjacent Areas
	Campaign of the Contact record against Campaign field of the My CallerID number	Sub-Campaign of the Contact record against Sub-Campaign field of the My CallerID number	Area Code (NPA) of the Contact record against Area Code (NPA)  of the My CallerID number	State of the Contact record (via mapping of its area code) against State field of the My CallerID number	State of the Contact record (via mapping of its area code) against State  of the My CallerID number via mapping of its NPA (area code)	ON = selected OFF = not selected	ON = selected OFF = not selected
1	same	same	same			ON
2	same	same	adjacent				ON
3	same	same		same		ON
4	same	same			same	ON
5	same	same				OFF
6	same	all	same			ON
7	same	all	adjacent				ON
8	same	all		same		ON
9	same	all			same	ON
10	same	all				OFF
11	all	all	same			ON
12	all	all	adjacent				ON
13	all	all		same		ON
14	all	all			same	ON
15	all	all				OFF
16	same or all	same or all	same			ON
17	same or all	same or all	adjacent				ON
18	same or all	same or all		same		ON
19	same or all	same or all			same	ON
20	same or all	same or all

Matching Criteria Table

Enable Deter SPAM as a Feature

The previous paragraphs describe how numbers are selected from My CallerID to be used as the Caller ID for a call, but we also mentioned that we need to enable Deter SPAM as a feature, as well, so those numbers in My Caller ID that are enabled for Deter SPAM get treated accordingly.

To access the Deter SPAM feature configuration we click on the configuration/settings icon next to the Deter SPAM column in My CallerID. Refer to the following picture.

Deter SPAM Feature Configuration Options
Enable/Disable switch	Turns the feature ON and OFF
Maximum Usage Duration	The time in minutes after which a number in My CallerID that has Deter SPAM enabled and is being used as Caller ID, is Locked (not allowed to be used anymore as a Caller ID); this duration is absolute (time runs independent of whether a pause in calls occurs)
Days/Minutes	The Days/Minutes selector switch for Maximum Usage Duration indicates the unit of time to be utilized. Refer to explanation and examples below for how Days and Minutes are counted.
Blocking Duration	The number of days that a number in My CallerID that has Deter SPAM enabled and has been Locked, stays in the Locked state
Days/Minutes	The Days/Minutes selector switch for Blocking Duration indicates the unit of time to be utilized. Refer to explanation and examples below for how Days and Minutes are counted.
Maximum Usage Attempts	The number of times that a number in My CallerID that has Deter SPAM enabled can be used as Caller ID, after which it is Locked (not allowed to be used again as a Caller ID until unlocked again); this is compared to the number’s Usage (times) field.
Active for the whole account	Indicates whether to enable Deter SPAM for all Campaigns; when Whole Account is disabled, only those Campaigns manually selected (moved to the Active List, see below) are enabled for Deter SPAM; when Whole Account is enabled, all Campaigns are moved automatically to the Active List
Campaign lists (not-active and active)	Two Campaign lists side by side; the one on the left (Not Active List) lists all available Campaigns in the system that are not enabled for Deter SPAM; the one on the right (Active List) lists all Campaigns that are enabled for Deter SPAM.

It is important to understand how Days or Minutes are counted when used for Maximum Usage Duration and Blocking Duration. The important considerations being the following:

6. Days are accounted for as calendar days, and not as 24-hour periods, therefore a day is accounted for no matter at what time in the day usage or blocking starts the first time in the cycle.
7. The very first day in the cycle starts anytime between 00:00 and 23:59.
8. All other days that follow start at 00:00.
9. All days end after 23:59.
10. Minutes are counted without special considerations.

The following example use cases demonstrate how Days are used when selected as the option for Maximum Usage Duration and Blocking Duration:

Figure 9

The following example use cases demonstrate how Minutes are used when selected as the option for Maximum Usage Duration and Blocking Duration:

Figure 10

Go ahead on an try it! Feel free to consult with ChaseData Support if you have questions.

No-Call States

The ChaseData CCaaS system can be configured to disallow calls to certain states and/or area codes for all Campaigns or for certain Campaigns.  This can be enabled when data is loaded into the system, so not to import leads that match the restriction; or it can be enabled just when calls are made, so allowing to import the leads, but not allowing to make calls on those leads.

To configure these states and/or area codes, 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 No Call States.  Refer to the following picture.

Area Code	Pull-down menu to select a telephone area code to be set to no-call
State	Pull-down menu to select a state to be set to no-call
Campaign	Pull-down menu of Campaigns for which the no-call directive applies; if left blank, the rule applies to All Campaigns
Active During Import	Checkbox to indicate the system to ignore (i.e. not import) leads that match the no-call rule setting
Active on Outbound Calls	Checkbox to indicate the system to not dial leads that match the no-call rule setting

Pre-Defined Integrations

The ChaseData CCaaS system provides a rich set of integration possibilities, but in this section we’ll focus on setting the parameters needed (e.g. login info) for the system to be able to communicate with some of the typical external systems.

In general, it is advised that ChaseData is consulted to determine the specifics of your integration needs and help you with them.

To access these integration parameters, 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 Integration.  Refer to the following picture.

To configure the sender email account, click in the Email tab to display the corresponding setup window; enter the information as provided by your email provider.  Refer to the following picture.

Click in the Google Docs tab to display the corresponding setup window; enter the corresponding login information.  Refer to the following picture.

Click in the Blacklist Alliance tab to display the corresponding setup window, then enter your API key and save.  Refer to the following picture.

Blacklist Alliance Scrubbing

When the ChaseData CCaaS system is properly integrated with the Blacklist Alliance, and the check against it is positive, the number is scrubbed accordingly.

If the corresponding telephone number is scrubbed through this process, the ChaseData CCaaS system updates the corresponding Contact record with a disposition that conforms to the following format:

FTC DNC (<code>)

The following tables list the possible values for <code>, which the ChaseData CCaaS system determines based on the information obtained from Blacklist Alliance.

C	Callable
W	Wireless number
D	Do Not Call database match; Details field in Call History provides additional details, if available
L	Wireless number in a US state that does not allow telemarketing to wireless numbers even if manually dialed; Details field in Call History provides additional details, if available
B T	Blocked Do Not Call Today

And now we look at how to access the Do-Not-Call system (DNC.com); for this case we just need the login information.

Click in the DNC.com tab to display the corresponding setup window; enter the corresponding login information.  Refer to the following picture.

DNC.com Scrubbing

When the ChaseData CCaaS system is properly integrated with the Do-Not-Call system (DNC.com), it checks against the DNC database when a call is to be attempted in Predictive and Progressive dialing modes; if the result is positive, the number is scrubbed accordingly.

If the corresponding telephone number is scrubbed through this process, the ChaseData CCaaS system updates the corresponding Contact record with a DNC disposition that conforms to the following format:

FTC DNC (<code>)

The following tables list the possible values for <code>, which the ChaseData CCaaS system determines based on the information obtained from DNC.com, the ChaseData Campaign settings, and other logic.

Allowed When It’s a Manual Call
W	US Wireless number – number is not in any DNC database (or it is but has been overridden by an industry exemption) but it cannot be called from a predictive dialer.
G	Valid EBR and US Wireless Number or VoIP Number, not on any DNC – still cannot be called from a predictive dialer as EBRs do not constitute an exemption to those rules
H	US Wireless Number or VoIP Number that is also a Valid EBR overriding an otherwise DNC number – still cannot be called from a predictive dialer as EBRs do not constitute an exemption to those rules
L	Wireless number in a US state that does not allow telemarketing to wireless numbers even if manually dialed (see W for more details); not on any DNC list; not an EBR
F	Valid EBR and Wireless number in a US state that does not allow telemarketing to wireless numbers even if manually dialed (see W for more details); not on any DNC list
V	Valid EBR overriding otherwise DNC number that is also a Wireless number in a US state that does not allow telemarketing to wireless numbers even if manually dialed (these states are WY, NJ, TX, LA, and AZ)

Non-Callable
I	Invalid (area code not active or reserved/special use phone number pattern, i.e. 555-5555)
M	Malformed (number is not 10 digits, etc.)
B	Blocked (number is in an area code not covered by the National Subscription on this project or is in a configured no-call area code or no exemption was available in a pre-recorded call campaign)
P	Project DNC or DNF database match; no further checks are performed; the choice to scrub against DNC vs. DNF (Do Not Fax) needs to be made previously at the DNC.com Campaign level
D	Do Not Call database match; Details field in Call History provides additional details (see Call Detail report)

Please refer to DNC.com to determine what constitutes an Existing Business Relationship (EBR), and other important rules; ChaseData provides tools that help you comply with regulations, but it is your sole responsibility to configure, verify and operate your setup in a compliant manner.

Also note that when we refer to DNC database, we’re referring to all applicable DNC lists as a whole. There are several types of DNC lists; there are state lists (several states have DNC lists). There’s a Federal list, referred to as the National DNC registry; and there’s a DMA (Direct Marketing Association) list.

There is also an Internal (in-house) list; the Telephone Consumer Protection Act (TCPA) requires each company engaged in telemarketing to maintain a list of numbers for persons who explicitly ask a company not to call them.

Setting Up API Tokens

API tokens are needed for authentication of HTTP GET Methods, as well as determining the corresponding subdomain.

The ChaseData solution provides the ability to import or update information using HTTP GET Methods. They can be used as wrappers for FORM actions, for example, when integration using PHP is not viable.

These methods are accessed via https://api.chasedatacorp.com/HttpImport/ and are explained under integration (https://support.chasedatacorp.com/portal/en/kb/articles/ug-integrations-get-and-post-methods).

The ChaseData solution allows you to create multiple tokens for the case when you need a different one for each of your vendors, for example, when you have them injecting leads independently. To create an API Token, select the API Tokens tab.

To add a new one, click on Click here to add new item on the grey bar on top of the list, under Token. This allows you to provide a Description or label for your token. Save your change and the new Token with its Description and corresponding dates are shown. Refer to the following pictures.