Call lists

Description

The "Call lists" section is designed to work with lists of numbers.

When setting up routing, you can add certain actions to be performed depending on which list includes the number from which the call comes.
The section also displays the history of adding to the list and deleting contacts from it.

For example, it is possible to create a "Blocked Users" list, and when setting up routing, add the condition: "If the number from which the call is made is in the "Blocked Users" list, end the call."

1. Add the "Call lists" section to the "Contact center" workplace

To display the "Call lists" section (Fig. 1), you need to select the Settings menu (1), go to "System Designer" (2).

Open

Fig. 1. Opening the system designer

After that (Fig. 2), find in the "Set up view" section the "Workplace settings" subsection (1).

Open

Fig. 2. Setting up the workplace

Select a "Contact center" workplace (1) and Open (2) (Fig. 3).

Fig. 3. Opening the "Contact center" workplace

Click on "+" (1) next to the Sections detail (Fig. 4).

Fig. 4. Adding the section

Find in a list (Рис. 5) Call lists (1) and press Select (2).

Fig. 5. Choosing the "Call list register"

After refreshing the page, the "Call lists" section will be displayed in the "Contact Center" workplace (Fig. 6).

Fig. 6. Call lists register in the "Contact center" workplace

2. Create a Call list

Select the "Call lists" section (1) in the "Contact Center" workplace (Fig. 7). Press the Add button (2).

Fig. 7. Creating a new call list

In the window that appears (Fig. 8), enter the Name (1) of the list and Save (2). A new list has been created.

Fig. 8. Entering the values

3. Add a user to the Call list

In the "Contacts" section (1), select an existing contact (Fig. 9) and click Open (2). Or, you can Add a contact (3) if the system has not yet created a Contact with the required phone number.

Fig. 9. Choosing the contacts

In the "Contacts" section (Fig. 10) select Actions (1) and Add to Call list (2).

Fig. 10. Adding the contact to Call list

In the window that opens, select the desired Call list (1), number (2) and click Save (3).

Fig. 11. List and number selection

You can view the created lists in the "Call lists" section of the register (Fig. 12).

Fig. 12. Displaying a contact in the list

3.1. Duration of stay of the number in the list

The Call list register functionality allows you to set the time for a number to exist in the list. To set the date of removal of a number from the list, on the "List of numbers" detail, open the entry by double-clicking on the record. (Fig. 13).

Fig. 13. Opening additional number settings

In the window that opens (Fig.14) select the Date before (1). Withdrawal date (2) — actual date of number removal from the list. Then Save (3).

Fig. 14. Additional settings

4. Remove a number from Call list

4.1. Remove a number from the list using the Contacts menu

To delete a number, you need to open the Contacts menu (1) and select the required CRM user (Fig. 15). From the Contact page, open Actions (2), and select Remove from Call list (3).

Fig. 15. Removing a number.

On the deletion page (Fig. 16), select the required Call list (1), number (2) to be deleted, and click Save (3).

Fig. 16. List and number to remove

4.2. Remove a number from a list from the "Call lists" section

To delete a number from the "Call lists" section (1), select the required list and open it (Fig. 17). Then select the number (2) to delete and press the menu button (3), select the Delete action (4).

Fig. 17. Removing number from the Call list

5. Add a connection type to use in Call Lists.

To add the ability to use different types of communication methods in Call Lists (Fig. 18), you need to select the "Settings" menu (1), go to "System Designer" (2).

Fig. 18. Opening the system designer

After that, in the "System Setup" section (Fig. 19), select "Lookups" (1).

Fig. 19. Opening the "Lookups" section

In the "Lookups" section (Fig. 20), find the lookup "Communication option type" (1) and click the "Open Content" button (2).

Fig. 20. Selecting the "Communication option types" lookup

On the page, records of communication methods are displayed. In the column 'Use for Call lists', next to the desired record, check the checkbox with the value 'Yes' (1) and save the changes (2).

Fig. 21. Check the checkbox 'Use for Call list'.

As a result, the selected type of communication method will be available for use in the Call lists