Overview
The system can dial an alternative contact number if the main phone number is unreachable. This page will walk you through the steps to configure the settings.
Contents
Before you Begin
There are requirements for this setting to work.
- Your Lists must be mapped for multiple phone numbers, such as Primary Phone, Work Phone, and Cell Phone.
- See Upload a Lead List to learn more about mapping Lead fields when uploading a List.
- Campaigns cannot be set to Preview Dial or Preview and Inbound for their Dial Method.
- See Configure a Campaign: Outbound Settings Tab to learn more about configuring your Dial Method.
Configure Alternative Number Dialing
1.) Click the Call Center main menu.
2.) Click the Campaigns menu option.
The Show Campaigns page will open.
3.) Open your Campaign's settings by clicking the Name or selecting Settings from the Action gear-wheel drop-down.
The Campaign Settings page will open on the General tab.
4.) Click the Dispositions tab and scroll down to Call Alternative Numbers based on these Dispositions section.
5.) Configure the Alternative Numbers to Dial:
- Cell Phone only
- Work Phone only
- Cell Phone and Work Phone
6.) Configure the Dispositions you want to have Alternate Number Dialing.
- Highlight Dispositions with your mouse and move them to the Call Leads group.
- Move Individual Dispositions by clicking the < or > buttons.
- To move all Dispositions, click the << or >> button.
7.) Click the blue Apply Changes button.
Important Notes
-
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.
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