Manage phone numbers

Add and remove phone numbers for Outreach campaigns. Numbers can be added one at a time, or bulk upload up to 375,000 numbers at once.

This functionality is accessed in the Launchpad under Configuration > Outreach > Manage Phone Numbers.

Try it: Add phone numbers

1. Choose a Queue from the dropdown.
2. Select the Upload file button.
3. Search for the phone number file for the Outreach campaign.
4. Upload the file.
5. Click Save changes.

Note

The Results section displays:

• Successfully imported numbers
• Duplicate numbers
• Invalid phone numbers

Try it: Add phone numbers

1. Choose a Queue from the dropdown.
2. Select the Upload file button.
3. Search for the phone number file for the Outreach campaign.
4. Upload the file.
5. Click Save changes.

Note

The Results section displays:

• Successfully imported numbers
• Duplicate numbers
• Invalid phone numbers

Operation

The Operation section allows you to configure Outreach behavior. Outreach Mode is the only required setting in this section. Outreach Mode can be set to ON, OFF, or BLENDED:

Outreach Mode

Controls how Outreach functions.

Turn mode to ON to designate the queue for Outreach calls.

Turn the mode to BLENDED to allow the queue to receive inbound calls, and place outbound Outreach calls.

Outreach callflow

When the Outreach Mode is set to ON or BLENDED, determine how the recipient will experience the Outreach call.

Dialing condition

Outreach campaigns will launch when one of the designated conditions is met. For example, if Empty Queues is selected, Outreach calls will not launch until the Holding and Priority queues are empty.

Agent Availability - Minimum needed

Designates the number of agents required to be available before an Outreach call is launched.

You would want to set this when:

• Outreach callflow is set to Hail>Message>Caller Choice
• Outreach callflow is set to Hail>Message>Transfer to Queue
• Outreach callflow is set to Voice Detection>Message>Transfer to Queue
• Dialing Condition is set to Agent Availability

Calls in Priority Queue to Pause Outreach

When the number of calls in the Priority queue reaches this number, the Outreach campaign will pause. The campaign will resume once the calls in the Priority Queue are less than this number.

This prevents too many calls from flooding the Priority queue, and artificially inflating the EWT of waiting calls.

Minimum Ports available for Outreach

Designates the number of ports that must be available before an Outreach call is launched.

Allow Scheduling

Turn this mode to ON to allow Outreach recipients to reschedule a call.

You would want to use this setting when:

• Outreach callflow is set to Hail>Message>Caller Choice

Important

You must activate Enable Rescheduling in Voice Experience > Menu Options before this feature takes effect.

IVR group

Designates which IVR is checked for outbound ports, and is used for the Outreach campaign.

Retry attempts

Retry Attempts settings determine how many times the Outreach campaign will be launched against a number before providing a final fate.

It also controls the interval between each attempt.

Maximum busy signals

Determines the maximum number of times an Outreach call can fail with a busy result.

When a call reaches this limit, the call is marked as Outreach max busy.

Maximum ringing without answers

The maximum number of times an Outreach call can fail with a no answer result.

When a call reaches this limit, the call is marked as Outreach max no answer.

Maximum answering machines

Sets the maximum number of times an Outreach call can fail with the result of Outreach answering machine.

When a call reaches this limit, the call is marked as Outreach max answering machine.

Maximum calls with no response

Sets how many times an Outreach call plays the ReCall_AnsMach_B prompt when an answering machine is detected.

When a call reaches this limit, the call disconnects and tries again in accordance with the Outreach - Retry setting.

Maximum total failures

Sets the maximum number of times and outreach can fail because of any combination of:

• Busy signals
• Answering machine detection
• Ring with no answer

When a call reaches this limit, the call is marked as Outreach - Max Total Attempts.

Wait before trying

Sets the amount of time before an Outreach call is re-attempted after an initial failed attempt.

Invalid responses

The Invalid Responses settings determine how many times a caller can enter an Invalid option, and still proceed.

Maximum hailing repeat

Sets the maximum number of times the hailing prompt repeats.

When the call reaches this limit, the call disconnects and retries in accordance with the Wait before trying setting.

Important

The hailing menu offers the option to press 1 when the person who placed the Callback request is on the line.

Maximum hailing invalid response

Sets the maximum number of times a caller can enter an invalid response during the hailing prompt before the call disconnects and retries.

When the call reaches this limit, the call disconnects and retries in accordance with the Wait before trying setting.