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Managing List-Based ACID

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Julianne Skinner
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Overview

Area Code-Based Caller ID, sometimes called Local Presence, is a feature that allows you to control the Outbound Caller ID based on the Area Code of the Lead that is being dialed. As long as you own the Area Code, this feature will match the Area Code displayed by the system to that of the Area Code being dialed. 

Below are some features within the List-Based ACID settings that will help the Administrator manage their ACID List better. This can increase the chances of Leads answering the phone since the Area Code of the Caller ID is near their location and will help lower Agent wait time.

Note: When running Convoso Ignite, see Dialing Optimization for configuration and best practices.

Contents:

Configure Area Code Calculation

1.) Click the Call Center main menu.

2.) Click the List Based ACID menu option.

The Show ACIDs page will open.

Open Show ACIDs.png

3.) Access the settings page by clicking the Name of the List-Based ACID.

Open ACID 1.png

The ACID Settings page will open on the Inbound Numbers Used tab.

4.) Click the General tab.

5.) Set the Area Code Calculation.

  • (A) Area Code Calculation:
    • Proximity - will subsidize the area codes with a limited amount of DIDs to provide up to the average amount of DIDs per area code.
    • Standard - will try to use Area Codes that match when dialing Leads. For Area Codes with no DIDs, it will rotate through all DIDs owned.
    • Neighboring - will bypass the DIDs owned for the area code and assign DIDs from
      neighboring area codes.
  • (B) Area Code Radius: 
    This drop-down is only available for Proximity and Neighboring so that you can specify the size of your Radius in miles. The best Radius for your Company is determined by your vertical.
    • For companies in the Home Improvement Vertical, a 50-mile radius is the best option, as service is the determining factor.
    • For other nationwide companies, the best option is the max Radius.

General tab - Area Code Calculation.png

6.) Click the blue Apply Changes button.

Apply Changes - ACID General Tab.png

Caller IDs Preview

This tab previews what Caller IDs will be used based on the Area Code Calculation and Area Code Radius settings. 

Standard Preview

This Area Code Calculation will try to use Area Codes that match when dialing Leads. For Area Codes with no DIDs, it will rotate through all DIDs owned.

Standard Preview - ACID List.png

Proximity Preview

This Area Code Calculation will subsidize the Area Codes with a limited amount of DIDs to provide up to the average amount of DIDs per area code.

  • The example has the Area Code Radius set to 50.
  • The system added the Area Codes within the set proximity Radius.
    • (A) Area Codes 201 and 212 are within a 50-mile radius of 917.
    • (B) Area Code 220 is within a 50-mile radius of 419.

Proximity Preview - ACID List.png

Neighboring Preview

This will have the system primarily use the next or closest Area Code. If there is no neighboring Area Code, it will use the same one.

  • The example has the Area Code Radius set to 25.
  • The system added the Area Codes within the set proximity Radius.
    • (A) Area Code 213 is within a 25-mile radius of 424.
    • (B) Area Code 224 is within a 25-mile radius of 815.
    • (C) Area Code 256 is within a 25-mile radius of 938.

Neighboring Preview - ACID List.png

Manage Assigned Campaigns

The General tab displays the name of the Campaign currently using the List Based ACID as a Custom Caller ID.

Assigned Campaigns - General ACID List.png

  • Clicking the name of the Campaign will direct you to the configuration settings for that Campaign.
  • You can also use the Action drop-down in the Action column and select Edit to access the Campaign General Settings.

Edit ACID Lists - SMS Camp Settings.png

Area Code Coverage

Area Code Coverage is a function for your List-Based ACID that helps determine whether the number of DIDs in your ACID List is enough for the number of calls or Leads you make every day.

Area Code Coverage tab.png

To learn more about running and reading the Area Code Coverage Report, see Area Code Coverage Report

ACID List Caller ID Limit

Each ACID List has a limit of 175,000 Caller IDs. Admins can track whether their List has reached the 175,000 limit from the Show ACIDs page.

  • ACID Lists that have reached the Caller ID Limit will display a warning icon beside their Name.

ACID List Limit Icon.png

Once a List has reached the Caller ID Limit, Admins can no longer add more phone numbers or expand the Area Code Radius when using Proximity or Neighboring settings.

Attempting these actions will produce this error message:

Unable to edit ACID List – Caller ID limit of 175,000 numbers reached. Please either remove phone numbers or reduce proximity expansion to keep ACID list within the total Caller IDs allowed.

 

Deleting a DID from an ACID List

Sometimes, you may want to delete individual DIDs from an ACID List. Deleting DIDs with a poor Caller ID Reputation from your ACID Lists will ensure they are no longer used for dialing out to new Leads. However, they will remain Active in your Account for older Leads to call Agents back.

1.) Click the Call Center main menu.

2.) Click the List Based ACID menu option.

The Show ACIDs page will open.

Open Show ACIDs.png

3.) Click the Name of the List Based ACID.

Open ACID 1.png

The ACID Settings page for that List will open.

Remove Individual DIDs

  • You can delete an individual entry within the list by clicking the Minus(-) Sign button in the Delete column. The DID will immediately be removed from the table list.
  • Click the Apply Changes button to permanently remove the number form the list, if you do not save the changes, the number will return to the list upon reload/refresh.

Bulk Delete DIDs

  • To Bulk Delete DIDs from an ACID List, click the checkboxes in the leftmost column of the list table.
  • Click the checkbox in the header row to select every DID in the list.
  • Click individual checkboxes to select more than one DID to delete.
  • Once at least one (1) DID is select a red Remove Selected DIDs button will appear.
  • Click the Remove Selected DIDs button once all DIDs have been selected. A red modal window open confirming that you want to remove the selected numbers will open.
  • Click the red Confirm button if you would like to move forward with the removal of the numbers.

The page will reload and return to the table list with the DID removed. 

  • Click the blue Apply Changes button.

 

 

 

 

 

 

 

 

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