Contact Lists

The calculation of the Contact Status Percentage varies depending on the number of contact statuses. Different formulas are used for contact statuses less than 6 and for all other contact statuses.

For contact status less than 6, the formula is:

CompletionPercentage = ((TotalRecordsAvailable - TotalRecordsPending) / TotalRecordsAvailable) * 100;

For other contact statuses, the formula is

CompletionPercentage = (TotalRecordsPending / TotalRecordsAvailable) * 100;

For both the above contact status percentage calculations, the components of the formula are calculated as follows: TotalRecordsAvailable is calculated based on CampaignID and ListID from the contact table.

TotalRecordsPending is calculated based on CampaignID, ListID, and Status from the contact table.

To add a new contact list, follow the steps detailed below:

1. Click Add and select the Upload Contacts to upload contacts.

2. There are three possible sources from which you can upload contacts:

   1. Formatted File: The contacts are available in a formatted file with various fields separated by a separator like pipe (|), tilde (~), or a comma-separated file.

   2. Database: The contacts are available in a Database Table or View and can be uploaded directly to the campaign from the database.

      You must not use Campaign Manager database details for uploading contacts through the database. Currently, the application supports uploads only from the Microsoft SQL database. Uploading contacts through a database table or view can be scheduled only once a day at the time configured in the Profile Execution Time field.

Upload using a formatted file

1. Click Choose File.

2. Choose a file that contains the contacts for upload. The following fields are reserved fields and should not be used as headers in the file containing contacts for upload.

3. From the Delimiter dropdown list, select a delimiter that separates the various fields in your contact upload file.

4. If you have a Profile for this upload, select one from the Profile dropdown list. Selecting a Profile ensures all further mapping for this contact list file is automatically accomplished as configured in the Profile.

5. Profiles can be used as templates for contact-related uploads. Using these saved profiles, you can upload (including Global Upload), scrub, or upload DNC/NDNC/PEWC (compliance) contacts without having to go through the entire process of setting parameters and conditions.

Upload using Database

If you are uploading from a database, complete the following:

1. Enter the database Server Name.

2. Enter the Database Name from which you intend uploading contacts.

3. Enter the Username for the application to access the database server.

4. Enter a Password for the user to complete authentication.

5. Click Connect to establish contact with the database server.

6. From the Table Name dropdown list, select a table that contains the contacts to upload.

7. Click Upload button to upload the contacts from the database table.

Field Mapping

When contacts are uploaded, you must map the uploaded parameters to the required fields. Perform the following steps:

1. Set the Priority for this contact. The higher the priority, the sooner the contact is delivered to the dialer. You may have a custom priority field (a numeric value) in your lead list to determine the dialing priority.

2. Map the Zone Name for the contacts, dialing is based on the customer's time zone. Options include:

   1. Timezone (user-defined)

   2. Campaign-specific Time Zone

   3. Zip Code-specific Time Zone

   4. Area-specific Time Zone

   5. State-specific Time Zone

   6. Area-Zip Code Specific Time Zone

3. Select Area Code checkbox if you want the application to split the area code from the phone number.

   1. Start: Select the first character from where the area code starts. For example, if your phone number contains 12 digits and the area code starts with the first digit, select 1 from the number panel.

   2. Length: Select the number of characters in your code from the Start. For example, if your phone number contains 12 digits and the area code is three digits long from the first digit, select 3 from the number panel.

4. Select the Zip Code checkbox if you want the application to split the zip code from a contact list via a third party. Sometimes, zip codes may contain additional characters that a third-party application may add to the data. Use this split feature to ignore unwanted data and upload the exact zip code as part of your contact list.

   1. Start: Select the first character from where the zip code starts. For example, if your phone number contains 12 digits and the zip code starts with the first digit, select 1 from the number panel.

   2. Length: Select the number of characters in your code from the Start. For example, if your phone number contains 12 digits and the zip code is three digits long from the first digit, select 3 from the number panel.

5. Map the Zip Code applicable to the contacts.

6. Map the State Name.  The geographical state to which these contacts belong.

7. Map the Contact Moment. A specific date and time to dial out a contact. Select the field in the contact file that contains this detail.

8. Map the Moment DateTime Format. This field specifies the format in which the date and time of the contact moment should be recorded.

9. Map the Lead Score from the dropdown list. This field is used to assign a score to leads based on predefined criteria, which helps in prioritizing contacts.

10. Map the Agent ID. This field is used to map the unique identifier for the agent handling the contact. It helps in assigning responsibility and tracking the performance of individual agents.

11. Map the Additional Zip Code. The additional zip code applicable to the contacts. For more information, click here.

12. Map the Device ID from the dropdown list. This field is used to map the unique identifier of the device used to make the contact. This could be a phone, computer, or any other device.

Modes Mapping

1. All Modes configured for the campaign are displayed for mapping.

2. Select an appropriate field for each mode from the uploaded data. Complete mapping for all displayed modes.

3. Select an appropriate Zip Code for each mode from the uploaded data. Complete mapping for all displayed modes, as this mapping is used to determine the contact Time Zone for dialing.

Business Data Mapping

1. Map Business Fields. All Business Fields defined for this campaign are displayed in the first column.

2. The fields from the contact upload file are displayed in the Value dropdown list. Map each Business Field to a Value in the contact field.

3. The Optional Business Field column contains all the fields from the contact file. Select checkboxes for fields you want to be treated as Optional Business Fields for this campaign.

   Note:

   The optional business fields mapped here will appear as Screen Pop data on the Workspace.

Message Mapping

Map both Mailing Fields and SMS Fields in the Message Mapping section:

1. In the Subject field, enter the subject line of the email message.

2. For the CC field, provide the email address to send a carbon copy (cc) of the email.

3. For the BCC field, provide the email address to send a blind carbon copy (bcc) of the email.

4. In the Body field, enter the email message body.

5. In the Attachment field, specify the path to the attachment file that goes with the email. Ensure the file is present in the specified path and that the email engine has access to it.

6. For SMS Fields, map a field from the Message dropdown list.

Configuration

1. Select an Upload Level from the two options defined as follows.

   1. For campaign-level upload, select the Campaign button. This will ensure the contacts in the list being uploaded perform the overwrite or append/update action across the campaign, meaning across all lists. The same applies for the duplicate filter.

   2. For list-level upload, select the List button. Choose this option if you want operations performed on a specific list and not across the entire campaign. Select a List ID from the dropdown list. The contacts in the list being uploaded will perform the overwrite or append/update action on the selected list. The same applies for the duplicate filter.

2. Define the Time to Live for this list. Time to Live determines the validity period for this list of uploaded contacts to be eligible for dialing, subject to various other configurations on the application. From the calendar, select a Start Date for Time to Live.

3. Select an Operation from Overwrite or Append/Update. The operation performs the following tasks:

   1. Overwrite: At the campaign level, all existing contacts across lists are closed, and uploads are treated as fresh contacts. At the list level, all existing contacts pertaining to this list are closed, and uploads are treated as fresh contacts for this list.

   2. Append: If the upload level is Campaign, a new list is created. If the upload level is List, contacts are appended to the existing contacts in the list. The Duplicate Filter checkbox is activated for selection. The Duplicate Filter looks for and uploads unique contacts, leaving out duplicates filtered on the basis of business fields.

      Note:

      The application first looks for duplicates in the local file or database table ready for upload, keeping the first record for upload. After this, from records already uploaded for this campaign, the application scans all open contacts using the same filters. If any open contact matches the record in the upload file, such a record is NOT uploaded. The records not uploaded are shown in the error table with the remark DUPLICATE.

   3. Update: If the upload level is Campaign, updates the business fields for the filtered contacts.

4. Contacts from lists can be filtered based on two business fields:

   1. Business Field1: The primary field based on which you want to filter and match for duplicates/update operation. All campaign business fields are listed for selection.

   2. Business Field2: The secondary field based on which you want to filter and match for duplicates/update operation. All campaign business fields are listed for selection.

      Note:

      You may select one or both business fields. If both fields are selected, contacts are filtered using the AND operator, meaning based on BOTH business fields.

Compliance

You can mark DNC and NDNC contacts during upload by completing the DNC/NDNC section.

1. Select the NDNC Filter checkbox to ensure that contacts marked as National Do Not Call are not uploaded.

2. Select the DNC Filter checkbox to ensure that contacts marked as Do Not Call are not uploaded.

   1. The Type field is where you apply the NDNC/DNC Filters. This field could be a Phone Number or any of the business fields (two in the case of DNC), and so on.

3. To activate the Litigator functionality, select the Litigator checkbox. This allows the Administrator to perform compliance checks during contact upload.

The application offers the capability to map a contact with multiple zip codes and identify a callable window which intersects with all the time zones associated with these zip codes.

The system allows a maximum of two zip codes associated at a record level and one zip code at each contact phone number level, uploaded for calling. The system dials these numbers at a mutually interceding time interval across all the mapped zip codes at a record level and phone number that is being called.

Note:

It is not mandatory to enter an additional zip code. Where an additional zip code has not been entered, the primary zip code applies.

When an invalid zip code is Subject: The subject line of the Email message. entered for a contact, the application picks up the default zip code value from the Contact Uploader component’s web.config file, if enabled. If a default zip code is not enabled, the contact is not dialed out.

When an invalid zip code is entered for a mode, the specific mode is rendered invalid and is not dialed out.

In cases when you require validating two different entities for validating against State, make use of the Area-Zip Code option.

For example, the area code may be tagged with a state code, and the zip code of the same contact might be tagged with another state. each of these states may a different callable window. In such instances, the dialer dials out the contact dial in the dialable time of the state with the higher priority as set in the System > State Law Group page.

To enable this functionality, refer to Configuration Options. See point 15 in the campaign-level configuration. Enable State Law with Area code and also select the Multiple Zip Code option. When uploading contacts, choose area-code based time zone and select the zip code mapping. (Skip selecting a second zip code and mode-level zip code mapping in such cases).

1. Agent ID: The agent ID for the contact.

2. Contact Moment: A specific date and time to dial out a contact. Select the field in the contact file that contains this detail.

3. Moment DateTime Format: The date time format for the Contact Moment field. Available options for the date format are dd-MM-yy HH:mm, dd/MM/yy HH:mm, MM-dd-yy HH:mm, MM/dd/yy HH:mm, yy-MM-dd HH:mm, yy/MM/dd HH:mm, dd-MM-yyyy HH:mm, dd/MM/yyyy HH:mm, MM-dd-yyyy HH:mm, MM/dd/yyyy HH:mm, yyyy-MM-dd HH:mm, and yyyy/MM/dd HH:mm.

4. Lead Score: Lead Score helps in identifying the most prospective customer to be reached out from a campaign. This score is available as part of contact selection strategy and can be set at the time of upload or wrap up, while defining the Business Outcome / Telephony Outcome.

5. Device ID: The unique ID of the device, to which the identity authentication notifications are sent. A Device ID can be a mobile number, application ID, or a mobile equipment identity.