Contacts Help

To create a contact:

1. On the Contacts tab, click Add.
   The Contact window displaying the following tabs is displayed:
   • General
   • Channels
   • Contact Details
   • Encrypted Fields (if applicable)
   • Notes
   • Interactions

   • Scheduled Callback

2. Specify values in the fields, as required.
   

3. Click Save.
   A message stating that the contact has been added appears. The contact appears in the table on the Contacts tab.

You can add a maximum of 20,000,000 contacts per portal to Contact Manager.

This section describes the fields and columns that appear on the various tabs of a contact record (that is, in the Contact window).

General Tab

Channels Tab

Contact Details Tab

Encrypted Fields Tab

Interactions Tab

Scheduled Callback Tab

To view or modify a contact:

1. On the Contacts tab, double-click the row displaying the contact that you want to modify.
   The Contact window displaying the following tabs appears.
   

   Tab Descriptions

   Tab	Description
   General	General information about the contact.
   Channels	Information about the available channels and permissions for the contact.
   Contact Details	Additional information about the contact.
   Encrypted Fields (if applicable)	Encrypted information about the contact.
   Notes	Notes could provide more information about the status of an account and/or the actions taken by the agents on an account. For a contact, you can view the latest 5000 notes (based on the modification date) added by agents and platform users. The table displays the following columns: Create Date: Date and time when the note was added. Modify Date: Date and time when the note was last modified. Note
   Interactions	Details about the previous attempts made to reach the contact and the outcome. You can customize the table on this tab (for example, display more columns) by using the gear icon .
   Scheduled Callback	Callbacks scheduled for the contact. You can filter the scheduled callbacks by using the Search By field. You can customize the table on this tab (for example, display more columns) by using the gear icon .

2. Modify the values in the fields as required.
   

   • You can add a note for the contact by using the Add button on the Notes tab. After you add a note, you cannot modify or delete it.
   • On the Scheduled Callback tab, you can modify and deactivate the scheduled callbacks. 

   Agents can view your note on their Agent Desktop if the Notes Enabled checkbox is selected on the General tab in their Agent Desktop window. This window appears when you click Agents > Agent Desktop on the Configure tab of platform.

    

3. Click Save.
   Your changes are saved.

To delete a contact:

1. On the Contacts tab, hover over the row displaying the contact that you want to delete, and then click the close icon .
   The Confirm window appears.

2. Click OK.
   The contact is deleted.

You can display or hide certain columns in the table or modify the order of the columns in the table on the following tabs:

• Contacts (appears in the Contacts window, when accessing Contact Manager)
• Interactions (appears in the Contact window, when viewing a contact)
• Scheduled Callback (appears in the Contact window, when viewing a contact)

To customize a table:

1. Click the gear icon .
   The Customize Contact Grid or Customize Columns window appears.
2. If you want to display certain columns in the table, select the checkbox next to the names of those columns. 
3. If you want to hide certain columns in the table, clear the checkbox next to the names of those columns. 
4. If you want to modify the order of a column in the table, select the row displaying the column, and then, as required, click the up arrow icon  or the down arrow icon .
5. If you want to sort the records in the table on the Interactions or Scheduled Callback tab in ascending or descending order, in the Sort Order field, select the name of the column by which you want to sort the records, and then, as required, select or clear the Ascending checkbox.
6. Click Ok.
   The table is customized.

You can filter the contacts in Contact Manager based on all system and custom fields of a contact record. To do so:

1. On the Contacts tab, in the Search field, select the field by which you want to filter the contacts.

2. In the second box next to the Search field, select the search condition.

3. If applicable, in the remaining boxes next to the Search field, specify the search condition or value.

   For certain search conditions (for example, Agent Not In), the ellipsis iconappears next to the box to enable you to specify the criteria.

4. Press Enter or click the magnifying glass icon .
   The contacts that meet the specified filter criteria appear on the Contacts tab.

You can filter the contacts in Contact Manager based on advanced criteria by creating a filter. These filters can also be used to create campaigns and export contacts.

You can create or modify a contact segmentation through the Segmentation window in Contact Manager. To access the Segmentation window through Contact Manager, on the Contacts tab, click the ellipsis icon.
The Segmentation window displaying a table of contact segmentation templates appears.

You can preview a contact segmentation through Contact Manager. To do so:

1. On the Contacts tab, in the Segmentation Templates field, specify the segmentation template that you want to preview.

2. Click Preview.
   The Segmentation Preview window displaying a preview of the segmentation, along with the count of contacts in each segment (grouping rule), appears. 
   

   If you want to view the segments that do not contain any contacts, select the Show Empty Segments checkbox.

You can modify multiple contacts together such that they contain the same value. To modify multiple contacts:

1. If you want to modify the contacts that are associated with a filter, on the Contacts tab, by using the Search field or the Advanced Search option, run the filter.
   

2. Click Bulk Change.
   The Bulk Change window appears.
   

   • The Filter field displays the run filter. If you did not run a filter, the All value appears in the field.
   • The Total Records field displays the total count of contacts in the filter.

    

3. In the Category field, specify one of the following values: 
   • Change Status: Enables you to modify the status of the contacts in the filter to active or inactive.
   • Adjust Payment Balance: Enables you to modify the payment balance of the contacts in the filter.
   • Adjust Account Due Date: Enables you to modify the payment due date of the contacts in the filter.
   • Change Group: Enables you to modify the group assigned to the contacts in the filter.
   • Change Contact Ownership: Enables you to modify the agent ID and agent team assigned to the contacts in the filter.

   • Adjust Consent Fields: Enables you to modify the consent fields of the contacts in the filter.
     

   • Adjust Custom Fields: Enables you to modify the custom fields of the contacts in the filter.
   • Modify All Contact Fields: Enables you to modify most fields of the contacts in the filter.
   • Delete Contact Records: Enables you to delete all the contacts in the filter.
4. If you specified a value other than Delete Contact Records in the Category field, select the slider  next to the fields that you want to modify, and then modify the values. 
5. Click Save.
   All the contacts in the filter are modified. If you had specified the Delete Contact Records value in the Category field, all the contacts in the filter are deleted.

You can reach a set of customer contacts by telephone or other means quickly through a campaign, which is a list of such contacts. Depending on the configuration, you can create the following types of the campaign through Contact Manager:

• 10DMT
• Email
• HCI
• HTI
• Messaging
• Outbound
• SMS

To create a campaign through Contact Manager:

1. If you want to create a campaign for the contacts associated with a filter, on the Contacts tab, by using the Search field or the Advanced Search option, run the filter.

2. Click Make a campaign.
   The Create Campaign window appears.

   The Filter field displays the run filter. If you did not run a filter, the All value appears in the field.

3. On the Basic tab, specify values in the following fields as required.

   Field Descriptions

   Field	Description
   Campaign Type	Type of campaign (for example, Email, Messaging, Outbound, or SMS).
   Campaign SubType	Type of messaging (for example, WhatsApp). This field appears if the value in the Campaign Type field is Messaging.
   Campaign Name	Name for the campaign.
   Service	Service for the campaign. You can search for a service by its name, type, call center, and preview mode by using the magnifying glass icon.
   Operator Phone	Number of the operator to whom calls are routed. This field does not appear if the value in the Campaign Type field is Email, Messaging, or SMS.
   Caller ID	Number from which you want to call your customers.  If you want the caller ID associated with the contact group assigned to the contact to be used, specify the Contact Group value. This value also enables you to group agents in a single service or call center without the need to split the campaign. If a contact is not assigned to the contact group, or if the contact group does not have a caller ID or callback number, the caller ID and callback number of the service (that is, the value you specified in the Service field) are considered. The Caller ID field does not appear if the value in the Campaign Type field is Email, Messaging, or SMS. If the local caller ID feature is enabled, the default value in this field is [Local, rotated].
   Callback Phone	Number that you want your customers to dial when they want to contact you. If you specified the Contact Group value in the Caller ID field, this field displays the Contact Group value by default. This field does not appear if the value in the Campaign Type field is Email, Messaging, or SMS.
   Voice	Voice for the campaign: Bob (American Male) Claudine (French Canadian Female) Juanita (Spanish Female) Julie (American Female) Kate (British Female) Lee (American Male) Gisele (Portuguese Female) Gruff F (American Female) Gruff M (American Male) Scarlet (South American Female) This field does not appear if the value in the Campaign Type field is Email, Messaging, or SMS. Depending on the configuration, only some voice options appear.
   AM Option	Answering machine (AM) option for the campaign: Don't Leave Messages Leave Messages Transfer all Connections This field does not appear if the value in the Campaign Type field is Email, Messaging, or SMS. Depending on the configuration, only some AM options appear.
   Dial Strategy	Strategy for contacting the numbers in the campaign. This field does not appear if the value in the Campaign Type field is Email.
   From	Email address from which you want to send emails to your customers. This field appears if the value in the Campaign Type field is Email.
   Email Message	Template to be used for the email message. This field appears if the value in the Campaign Type field is Email.
   Message	Template to be used for the message. This field appears if the value in the Campaign Type field is Messaging or SMS.
   Scrub	Communication mode for which you want to scrub the contact numbers in the campaign: None: No phone number is scrubbed. Wireless: Scrubs all wireless phone numbers so that all landline numbers are contacted. Landline: Scrubs all landline numbers so that all wireless phone numbers are contacted. Segmented Wireless: Enables you to use different contact strategies, based on the position of a phone number, to contact both landline and wireless numbers from the same campaign. This is achieved by shifting the wireless numbers to positions 16 through 30 of the phone number list of a contact. That is, all wireless numbers from positions 1 through 15 are scrubbed. This field does not appear if the value in the Campaign Type field is Email. The value in this field is the same as that in the Scrub field on the Settings tab of the selected service.

4. On the Advanced tab, enable or disable the following checkboxes as required.

   Checkbox Descriptions

   Checkbox	Description
   Segmentation Template	Criteria used to split the campaign into smaller campaigns (sub-campaigns). When you select this checkbox, a field appears for you to select a contact segmentation template. Segmentation is the process of dividing a campaign (parent) into campaign segments (sub-campaigns) based on certain criteria. If a contact in a campaign does not meet the criteria, the contact is included in the parent campaign. For more information about segmentation or how to create a segmentation template, see Segmentation.
   Exclude Parent Segmentation	Excludes the parent campaign.
   Allow Append	Appends the campaign to an active campaign (that is, a campaign that is playing). This checkbox appears only if the Campaign Appends Allowed checkbox on the Settings tab of the client is selected. To append a campaign to an active campaign, contact your customer care team. A campaign API is required to append a campaign to an active campaign. A campaign can be appended to an active campaign only if the former is built, played, or paused.
   On Demand	Manually controls the running of the campaign.
   Schedule	Schedules the running of the campaign. When you select this checkbox, by default, the campaign is scheduled to start running immediately after it is uploaded (indicated by a selected ASAP checkbox) and stop running when one of the following criteria are met (indicated by a selected End of Day checkbox): The contact window (based on compliance policies) ends. When all the phone numbers in the campaign have been contacted. When the campaign is manually stopped. If, however, you want the campaign to start and stop running at a specific time, clear those checkboxes, and then, in the Select Time fields, specify the start time and end time in hours and minutes. The start time and end time are represented in Eastern Time, in the 24-hour time format. If you want to run the campaign the next day, select the Next Day checkbox, and then, as required, specify values in the Start Time and End Time fields.

5. Click Create.
   The campaign is created based on the filter criteria, and it appears in the Campaigns window. 

   The Campaigns window appears when you click Campaigns > Campaigns on the Configure tab.

You can export contacts from Contact Manager to a file on your computer. To do so:

1. If you want to export the contacts associated with a filter, on the Contacts tab, by using the Search field or the Advanced Search option, run the filter.

2. Click Export.
   The Export Contacts window appears.

   The Filter Name field displays the run filter. If you did not run a filter, the All value appears in the field.

3. In the Export Format field, specify the format in which you want the contacts to be exported to a file.

4. If you want to customize the file format:

   1. Click Customize Format.
      The Contact Columns window appears. The table in the window displays the names of the columns that will appear in the exported file, along with their position in the file (for example, position 1 indicates the first column in the file).
      

      You can modify the position for a column by double-clicking the row displaying the name of the column.

       

   2. In the File Format field, specify a format for the file to which you want to export the contacts.

   3. If you do not want a header to be included in the file, clear the Header in file checkbox.
   4. If you want to add more columns in the file:
      1. Click Add Mapping.
         The Add Mapping window appears.
      2. Specify values in the following fields, and then click OK:
         • Columns: Column that you want to be exported in the file.
         • Position: Position of the column in the file.
   5. If you do not want to export a column, in the Contact Columns window, hover over the row displaying the name of the column, and then click the close icon .
   6. In the Contact Columns window, click OK.
      The Export Contacts window displaying the Data Format section appears. This section displays the columns that will appear in the exported file.
5. Click Export.
   All the contacts are exported to a file on your computer.

You can import contacts from a file on your computer to Contact Manager on the platform. To do so:

1. On the Contacts tab, click Import.
   The Import Contacts window appears.

2. In the File field, add the file that you want to import by using Choose File.

3. In the File Format field, specify the format in which you want the contacts to be imported to platform.

4. If you want to customize the file format:

   1. Click Customize Format.
      The Contact Columns window appears. The table in the window displays the mapping of the columns. 
      

      You can modify a mapping by double-clicking the row displaying the mapping.

   2. In the File Format field, specify the format of the file from which you want to import the contacts.
      

   3. Clear or select the following checkboxes as required:
      • Header in file: Indicates if a header is included in the file.
      • Allow Empty: Indicates if null values are allowed in the fields.
      • Truncate: Indicates if the field values are shortened if their length exceeds the size limit of the fields.
   4. If you want to add a mapping (that is, create a link between the source data (file) and the target data (platform)):
      1. Click Add Mapping.
         The Add Mapping window appears.
      2. Specify values in the following fields as required, and then click OK:
         • Columns: Column (field) that you want to import from the file.
         • Position: Position of the column in the file.
         • Transformations: Data type of the column.
         • Description: Purpose of the column.

         • Default Value: Default value for the field selected in the Columns field. 

           This field appears if a value is required in the business workflow for the field selected in the Columns field.

   5. If you want a specific value in a column in the file to be replaced with a different value in platform:

      1. In the row displaying the name of the column, click the pencil icon .
         

         You cannot replace the value in the Account column.

         
         The Substitute Value window appears.

      2. Click Add.
         Another Substitute Value window appears.

      3. Specify values in the following fields:

         • Value: Value that, if present in the column in the file, is replaced with the substitute value.

         • Substitute Value: New value (substitute) for the column.
           

           Example

           Suppose that for the Agent Team column, the value that you specify in the Value field is Team X and that in the Substitute Value field is Team Y. If the file contains the Team X value in the Agent Team column, when the file is imported to platform, the value is changed to Team Y.

            

      4. Click OK.
         

         You can add a maximum of 50 substitute values.

          

      5. If you want to modify the position of a value, select the row displaying the value, and then, as required, click Move Up or Move Down.
         

         To delete a substitute value, hover over the row displaying the value, and then click the close icon .

          

      6. Click OK.
   6. If you do not want to import a column, in the Contact Columns window, hover over the row displaying the name of the column, and then click the close icon .

   7. If you want to save your changes to the format as an input filter, click Save As Input.

   8. Click OK.
      The Import Contacts window displaying the Data Format section appears. This section displays the columns that will be imported.
5. Click Import.
   All the contacts in the file are imported to platform, and they appear on the Contacts tab.

To create a contact export job:

1. On the Import/Export Jobs tab, click Add.
   The Jobs window appears.
2. In the Job Type field, select Contact Export.

3. On the General tab, specify values in the following fields.
   

   Field Descriptions

   Field	Description
   File Name	Name for the file in which you want to export contacts from Contact Manager.
   Enabled	Indicates if the export job is active.
   Export Path	Custom export directory path on the Secure Shell File Transfer Protocol (SFTP) server to store all exported files.
   Export Format	Format in which you want the contacts to be exported to a file.
   Notification Email List	Email addresses to which you want to send a success or failure notification for each export attempt. Separate multiple email addresses with a comma (,).
   Filter	Filter based on which you want to export contacts.

    

4. If you want to customize the file format, use Customize Format.
   The Jobs window displaying the Data Format section on the General tab appears. This section displays the columns that will appear in the exported file.

5. On the Schedules tab, click Add.
   The Schedule window appears.
   

6. Specify values in the following fields:

   • Days: Days for which you want to schedule the export job.
   • Start Time: Time when you want the export job to start (in hours and minutes).
   • Time Zone: Time zone for the export job.
7. Click OK.
8. In the Jobs window, click OK.
   The contact export job appears on the Import/Export Jobs tab.
9. Click Save.
   The contact export job is created. When the export job is triggered, contacts based on the specified filter are exported from Contact Manager to a file.

To create a contact import job:

1. On the Import/Export Jobs tab, click Add.
   The Jobs window appears.
2. In the Job Type field, select Contact Import.

3. On the General tab, specify values in the following fields.

   Field Descriptions

   Field	Description
   File Name	Name of the file containing the contacts that you want to import to platform.
   Enabled	Indicates if the import job is active.
   Notification Email List	Email addresses to which you want to send a success or failure notification for each import attempt. Separate multiple email addresses with a comma (,).
   File Format	Format in which you want the contacts to be imported to platform.

4. If you want to customize the file format, use Customize Format.
   The Jobs window displaying the Data Format section on the General tab appears. This section displays the columns that will appear in the exported file.

5. In the Jobs window, click OK.
   The contact import job appears on the Import/Export Jobs tab.
6. Click Save.
   The contact import job is created.