The system has the option to dial an alternative contact number if the main phone number is unreachable. This page will walk you through the steps to configure the settings.
Please Note: In order for this function to work, the lead list MUST be uploaded with the fields Home Phone, Work Phone and/or Cell Phone mapped. These fields are what the dialer will use to perform alternative number dialing. If your lead list was uploaded with the fields mapped, please follow the steps below to set the Alternate Number Dialing in the specific campaign that you want.
From the Dashboard, go to Call Center and select Campaigns.
Under Show Campaigns, Select or search the campaign. Click on the Action Button and select Settings.
Under Campaign Settings. Click on Dispositions tab and
Scroll down to Call Alternative Numbers based on these Dispositions.
In this section you can configure the system to call additional numbers, if the lead was uploaded with multiple numbers.
Note: This feature won’t work in the Preview Dial or Preview & Inbound modes.
Click on the drop down menu and select which Alternative Number you want the system to dial as the alternative number.
After selecting the Alternative numbers that will be dialed, select the disposition that will trigger the system to dial the selected Alternative Numbers. Move the desired dispositions from the Do NOT call leads to the Call Leads box by using the arrows in between.
After configuring the settings, scroll down click on Apply changes in the bottom right corner.
Alternate Numbers won't be dialed immediately after the Primary Number is dialed.
The system will add the Cell Phone to the hopper after a few minutes with a Hopper Priority of 25.
The system will add the Work Phone to the hopper after a few minutes with a Hopper Priority of 20.
If the hopper is reset and the Alternate Numbers are not dialed yet, the system will just dial the Primary Numbers of those leads.