Convoso FAQs

This article will show you how to use a Workflow via Integration.

To do this, first you willneed to create an adapter to match the fields of the 3rd party application. To learn how to do this, please go to this article: How to Add Adaptors

Please note: The adapters is where the recording link will show for the 3rd party app.

Next, you will need to create an TalkPro Share for the Integration to the 3rd Party Application. Here's a link to that: How to Configure TalkPro Share for Post Request

After those have been created, go to CRM and create a Campaign Workflow Automation.

click here

Click on Apply Changes

Scroll down to Trigger Events and click onAdd Eventbutton.

For more information regarding Events, click here.

Scroll down to Trigger Actions and click onAdd Action button.

For more information regarding Actions,.

Add Action Windowwill appear:

Action Type -select the Integration

Active -select Yes

TalkPro Share - Select the TalkPro Share we created earlier

Click on Save

Once you are back to your Workflow Automation settings page, click on Apply Changes button in the bottom right to apply your new settings.

Note: You can identify the Trigger Events and Actions if it's Active or Inactive by it's text color. If it's Blue, it means it's Active and if it's Red, it's Inactive.

Here we will discuss how to delete your entire Do Not Call List (DNC). Please understand that this action cannot be undone so take care when deleting your DNC List. Please note that this system will only filter leads against system DNC list and not against Federal or National DNC list.

From the Dashboard, click on Dialerand select DNCfrom the drop down.

If there are DNC numbers already in the results page, click onDelete Results and it will delete all phone numbers listed in results.

Click onDelete.

When you are done with a campaign, you may want to delete the workflows associated with it. To delete a workflow, follow the instructions below.

From the Dashboard, click on CRMand select Workflow Automationfrom the drop-down.

In Manage Workflow Automation, click on the Action Button, then select Deletein the dropdown.

Click onDelete

From the Admin Dashboard, click on Call Centerand select Campaign List Mixes from the drop down menu.

Select the List Mix, click on the Action Button and select Delete from the drop down.

Click on Delete

Click on Close

TalkPro gives you the option to create a Custom Call Time. Custom Call Times are created to set your hours of dialing if the system does not have a default time to match your dialing hours. If you need to delete a call time, please follow the below steps.

Settings call times correctly will help prevent unnecessary burning of leads.

From the Dashboard, click on Call Center, then click on Call Times.

Click on the ActionButton and click on Deletefrom the drop down options.

Click onDelete

Click on Close

When you are done with a campaign, you may want to delete the layout associated with that campaign. This can help to avoid confusion in future campaigns.

From the Dashboard, click on CRMand select Lead Layouts & Fieldsfrom the drop down.

In the Manage Layout Section, click on the ACTIVE button to turn off the layout. The layout must be Off before you can delete it. Click on the Actiongearwheel then select Deletefrom the drop down.

Click onDeletebutton.

When you are done with a campaign, we recommend deleting any lead drips associated with it to help manage your account. To do this, follow the steps below.

From the Dashboard, click on Appsand select Dripsfrom the drop down.

Click on the Action Button and select Deletefrom the drop down.

Click onDelete.

Here we will discuss how to delete a script. A script is a page that will show set text for the agent to read.This is commonly used to make sure agents will always be aware of what to say during their calls. When a campaign is done, you may want to delete the script associated with it.

From the Dashboard, click onCRMand select Scriptsfrom the drop down.

In the Scripts List Section, click on Action Button and select Deletefrom the drop down.

Click on Delete

Note: If the Script is assigned to Campaigns, Queues, and / or Lists, it should be removed first from those Sections.

Below is a sample message that will appear if the script is assigned.

Click on Close

From time to time you may want to delete a scheduled callback. The agent can dismiss the callback but if the agent is not available, the admin can do it as well.

From the Dashboard, click on Reportsand select Callbacksfrom the drop down.

Search for your Callbacks by using the start/end date and filter by fields.

Select the callback you want to Delete, click onAction Button and selectDelete from the drop down.

Click on Delete

Here we will discuss how to delete adaptors. Adaptors act as a translator between our system and another piece of software.

From the Dashboard, click on Appsand select Adaptorsfrom the drop down.

In the Show Adaptors section, click on the Action button and select Deletefrom the drop down.

Click on Delete

NOTE: DEFAULT LISTS CANNOT BE DELETED. If you need to delete leads in a default list, move the leads to another list first or you can select to Empty the list using the action gear wheel. See FAQ How to Move Leads

From the Dashboard, click on Call Center and select Listfrom the drop-down.

How to Retrieve a Deleted List

Make sure that you deactivate the list by clicking the ACTIVE button.

Click on theAction Buttonand click on Delete.

Click on Delete

If the list is assigned to Workflows and/or Drips, this pop up window will appear

The list needs to be unassigned from those workflows first before deleting the list.

See FAQ for How to Edit Workflows

To Remove the List from the Drips, click on Remove List From All Drips

Click on Delete

A message will confirm that the list has been deleted.

If there is an ongoing leads upload to this list, this message box will appear.

If there is a scheduled leads upload at a later time, this message box will appear. To continue, click on the Delete button.

Click on Close

Note: The deleted Lists and Leads will stay in the Recycle Bin for only 14 Days and the system will permanently delete them after.

To Recover a Deleted List, see this link

Area Code Based Caller ID or sometimes called Local Presence is a feature that allows you to control the outbound Caller ID based on the area code of the lead that is being dialed. As long as you own the area code, this feature will match the area code being displayed by the system to that of the area code is dialed.

Below are some features within the List-Based ACID settingsthat will help the Administrator manage their ACID Listbetter

This might increase chances of leads answering the phone since the Area Code of the caller id is near their location and will help lower down agents wait time.

From the Dashboard, click on Call Centerand select List Based ACIDfrom the drop down.

Manage List Based ACIDs will show existing ACID Lists

Click on the name of the List-Based ACID to access its settings page.

Within theList-Based ACID settings, we have the option Rotate Caller Id If Not Matched setting. This setting will use random number if area code does not match.

Enable Proximity is the setting where in the system will select the closest to an area if there is no DID for it. For example, if your ACID list doesn't have a 310 DID, the system will use another DID which is closer to 310 like an 818 DID if that is available.

To search for DID number, use Filter by Caller ID.

To add a new entry, click the + Add Area Code green button in the upper left of the list.

A newblank entry will appear. You can now set the Country Code and enter the Area Code and Caller ID [10 digit phone number] in their respective fields.

On the right side of the settings page, we have a few statistics to check for each caller ID we have in our List.

Route to - Displays the action the system will do to calls received by this inbound number

(Only applicable to Convoso Provided Numbers)

Destination - Displays the destination the inbound call will route to.

(Only applicable to Convoso Provided Numbers)

Convoso Provided Numbers - To easily identify if the phone number used in the ACID list is provided or purchased from Convoso

Use by other ACID List - It shows the name of another ACID list that uses the same phone as one of its ACID. Clicking the name will direct you to the configuration settings of the said ACID list.

Calls Today - Shows how many times a particular phone number used as local caller ID in a call within the day.

We have a tab called Linked Campaign. This shows the name of the Campaign that is currently using the List-Based ACID as Custom Caller ID. Clicking the name of the campaign will direct you to the configuration settings of that campaign.

To delete an ACID entry within the list, click the - minus signin the far right of the ACID entry. Note: This is irreversible.

Click on Apply Changes

There is an option to Enable Proximity.

Enabling the proximity will automatically add all area codes in the United States.

The Caller ID each area code used will be the closest available DID currently listed.

For example, ACID List only has 3 listed DIDs in it and you need to use all area codes in the United States. Click on the Enable Proximity

then click on the Recalculate Proximity button.

The system will add all the area code of United States in this ACID List.

Every Area code will select the closest Area Code from the Available DID and use it as their Caller ID.

Trigger Actions are the actions that specify what a workflow will do. You can have several actions on a single trigger which creates an AND statement. This means that more than one action will need to happen to make the trigger work. For example, if the call count is 3 AND the disposition is Answer Machine, then send an email.

Below is a description of all the actions available for Workflow Automation. If you want to jump to a particular Action, you can do so below.

Trigger Actions

Email

Integration

Move

Status Change

SMS

Voice Broadcast

Ringless Voicemail

Field

System Callback

Insert into Hopper

Add to DNC

Add to Revenue

Schedule

Email

This option will send an email to the email address added under recipients. An Email Template should be set up first prior to using this trigger action.

Active: Set Active or Disable.

Skip if live call in progress: This will not process if the lead is currently on a call.

Use Agent email as sender: You can set the agent email as the sender. Useful if you want the agents to send these emails.

Dynamic Emails: This will use the Lead's emails. On the screenshot, the only Email is listed but, if you have a secondary email, this will be listed as well.

Email: You can add other emails to this action.

CC: Carbon Copy the email to others.

BCC: Blind Carbon Copy the email to others.

Email Template: You can use a custom template for this action. (Which is under Account > Email Templates).

Integration

This option will send the lead data to the third party CRM. There should be already a configured TalkPro Share and Adaptor to use this feature.

Move

This option will move the lead to another list.

In the "Move to List" you will need to specify which list the lead will be moved to.

Status Change

This option will change the status of the lead to the status of your choosing.

SMS

This option will send an SMS message to the lead’s mobile number.

Selected Dynamic Phones - Choose a number that will accept SMS.

SMS Campaign - Choose your SMS Campaign.

SMS Templates - Choose which template will be sent to the lead.

Voice Broadcast

This option will insert the lead to the specified VB Campaign.

Ringless Voicemail

This option will insert the lead to a specified Ringless Voicemail Campaign.

Field

This option will change the field data to a specified one.

You will need to click on the "+ Add Field" in order to add the field of your choosing.

Number Field / Currency = If theNumber Field or Currency is selected, it has 2 options.

The Number / Currency Field will use the Value indicated in the Field once Triggered.

Click on the +/- Current Value Button

Select the from + or - function and type the value of the field.

In this example, once the Workflow Automation is Triggered, the Number Field will add 3 from its current value.

So if the current value is 3 and the Workflow Automation is triggered, the value of the field will become 6.

Alternate numbers will replace the primary number if the primary number is either disconnected or congested etc.

Note: If the value for number / current fields is blank, the settings cannot be saved and this error message will show up.

Date Field / Date and Time= If the Date Field / Date and Time is Selected, it has 2 options.

Select Current Time.

The blank field will become --Current Time--

Select Pick a Date.

The field will have the option to select a Date.

System Callback

The system will automatically call the lead based on the number of seconds specified.

Insert into Hopper

This option will insert the lead back to the hopper based on the specified priority level.

Add to DNC

Action Type with value “Add to DNC”.

When Add to DNC is selected there are two additional drop-downs"Number to Add"and"DNC Campaign".

Number to Add- User can select which Phone number they want to add to the DNC List. All Phone Field will be on the dropdown selection. User can also select multiple options.

DNC Campaign- User can select if they want to add the number to Global DNC or Campaign DNC.

You can Select Primary Phone, Cellphone and Work Phone as Number to Add.

Add to Revenue

Add a Revenue Amount that will be shown on the Call Logs report.

Schedule

This tab schedules the action.

This can be today or in the future.

Note: You can identify the Trigger Events and Actions statuses by their text color. If the text is Blue, it means it's Active and if it's Red, it's Inactive.

Introduction:

If you have a customer who is inserting leads via the API with hopper=1 in their POST (example below), this article will show you how to apply a setting to a campaign to ensure leads are not dialed outside of their local call time:

https://api.convoso.com/v1/leads/insert?auth_token=xxxxxxxxxxxxxx&adaptor_id=&list_id=0&check_dup=0&check_dup_archive=0&check_dnc=0&check_wireless=0&hopper=1&hopper_priority=99&hopper_expires_in=0&update_if_found=&update_order_by_last_called_time=DESC&lead_id=0&phone_code=&date_of_birth1=&created_by=&email=&last_modified_by=&owner_id=&first_name=&last_name=&phone_number=&alt_phone_1=&alt_phone_2=&address1=&address2=&city=&state=&province=&postal_code=&country=&gender=&date_of_birth=&age=&_call_server_ip=

Steps for turning on this feature for a campaign:

Go to Call Center > Campaigns and choose the campaign you want to edit.

Click on the Leads tab and you will see the following at the top of the page:

How to Insert Lead through API

Change the API Lead Creation Settings to "Apply rules/filters before inserting into hopper". This will make sure leads are not dialed before or after their local call time. An example of this is if a leads local time is in the eastern time-zone (ET) and your campaign is set to only dial eastern time-zone leads in from 7AM-9PMET, applying this setting will make sure eastern time-zone leads inserted via the API with hopper=1 are not dialed before 7AM ET and after 9PM ET.

Related Articles:

How to setup Campaign Local Time Schedule

The Agent Monitor Screen shows vital campaign information, such as but not limited to: dial level, drop rating, number of dialable leads and total number of agents that are currently logged in. The admin can also monitor the agent's status and can listen to their live calls.

From the Dashboard, click on Reportsand select Agent Monitorfrom the drop down.

How to Monitor / Listen to Your Agents

In the Agent Monitor page we see helpful information on how the system performs.

Arguably, the most important piece of the Agent Monitor screen is the drop rating portion. On the Agent Monitor page you can see both the inbound and outbound drop rating. Always monitor your drop rating and aim to keep it under 3\%.

You may select which specific campaign and queue to monitor by clicking the Campaigndrop down. You may also set the Refresh rateof the Agent Monitor page

You can see your campaign’s Dial Method and current time.

We can also see how the system is dialing by checking the Total Calls Placed, Calls Ringing, Outbound Calls Waiting, Inbound Calls Waiting and AM Messages Playing

We can see information such as number of dialable leads and leads in hopper. It also shows us how many calls were made so far and how many live calls were dropped.

Total number of agents shows us the number of agents that are Logged in, on ready, in a call, on wrap up, on paused and on a dead call.

The Agent Monitor screen also shows us a list of Agentsthat are logged in and their current status. Admin can also force log out an Agent by clicking the On/Off Button.

Note: Virtual Agent column is todifferentiate between real agents and AI agents.

You can also listen to your agent's live calls by clicking the Listen options. Please click for more details.

The Show/Hide Columnscan be used to show/hide agent info such as extension, name, call time etc. You may refer to the Color codeto easily determine how long have been the agent is on a particular status.

In this article, we will go over Call Launch Settings for a campaign. What this means is, when a call comes in, you have the option of having a script or a web form to pull up. This is very useful to an agent because they can view information or instructions when a call comes in or have certain forms pop up when they have a call.

From theDashboard, go toCall Centerand selectCampaigns.

Under Show Campaigns, Click on theAction Button and select Settings.

In Campaign Settings, click on the Advanced Configurations Tab and selectAdditional Configurationfrom the drop down.

.

Auto Call Launch: This will pop up when a call comes in

Auto View Launch: This will pop up when viewing/searching for the Lead

Scroll down to the Script & Web Forms section and configure these settings based on your preference.

Launch Script Automatically

Auto Call Launch: Select Script

Script: Select the Script to Auto Launch when a call is received

Launch a Webform Automatically

Auto Call Launch: Webform

Web Form URL: type in your Webform URL

Web Form Height: select your preferred webform height:

Web Form Width: select your preferred webform width

Append Data to Webform URL: select the Adaptor to populate Webform with leads information (see FAQ for Adaptors)

Scroll down to the bottom right and click on Apply Changes.

This FAQ will explain on why the reset button of a list will be disabled if the list or campaign Workflow Based Dialing is enabled.

The logic behind this is because when Workflow Based Dialing is enabled, there will be a corresponding delay seconds that the system will follow before a lead becomes dialable and this is the reason why the "Reset" button of the list is disabled or grayed out.

IfCampaign Dialable Statuses is set to Standard and the List's Dialable Statuses is setStandard as well the "Reset" button is disabled.

Campaign Dialable Statuses

List Dialable Statuses

Reset button of the list is enabled.

IfCampaign Dialable Statuses is set to Standard and the List's Dialable Statuses is setWorkflow.The "Reset" button is disabled.(Only if Override Campaign Dialable Statuses is set to Yes).

Campaign Dialable Statuses

List Dialable Statuses

Reset button of the list is disabled and there's a message "Resetting a list is only available in Standard dialing mode (in the Disposition tab). To continue calling these leads, either add additional rules to your Workflow, or switch back to Standard mode."

IfCampaign Dialable Statuses is set to Workflowand the List's Dialable Statuses is setStandard.The "Reset" button is disabled.(Unless Override Campaign Dialable Statuses is set to Yes).

Campaign Dialable Statuses

List Dialable Statuses

Reset button of the list is disabled and there's a message "Resetting a list is only available in Standard dialing mode (in the Disposition tab). To continue calling these leads, either add additional rules to your Workflow, or switch back to Standard mode."

IfCampaign Dialable Statuses is set to Workflow and the List's Dialable Statuses is setWorkflow as well the "Reset" button is disabled.

Campaign Dialable Statuses

List Dialable Statuses

Reset button of the list is disabled and there's a message "Resetting a list is only available in Standard dialing mode (in the Disposition tab). To continue calling these leads, either add additional rules to your Workflow, or switch back to Standard mode."

This article will guide you on how to use the Quick Disposition widget on the Agent interface.

Your admin will need to activate this on their end for you to use this widget.

To use this, while on a call, click the CRM folder which is the white folder icon on the top left.

You may click also the wrapup if you want to end the call quickly.

Quick Disposition widget will appear on the left-hand side.

You can now select the disposition you want to use. From the colors of the buttons, the blue buttons are the statuses where the system will Blind Transfer the call to a predefined number. The Red buttons are to End the Call and will use the disposition assigned to it.

You can also transfer the call to the predefined numbers from the drop-down menu. Switch Callback to Yes to set a scheduled callback. Select the status you want to use after you're done with the call.

The Call Logs Report shows all leads that were dialed within a specified time period. The report provides specific information such as Call Log ID, Lead ID, First and Last Name, Phone Number, Call Type, Call Date and Time, Caller ID displayed, Recording Link, etc (Please see the list of information in the bottom of this FAQ for reference).

From the Dashboard, click on Reportsand select Call Logs.

Inthe Manage Call Logssection, you have the option to look for leads based on filters.

Enter Start and End Dates including the hours (In Pacific Standard Time).

Select the Filter Option.

Audio Quality - Filtering by selecting all the values 1, 2, 3, 4, and 5 or selecting a single value.

Call Type - Filter by 3-Way (Conference Call), Inbound, Manual or Outbound.

Campaign - Filter lead by Campaign.

Displayed Caller ID - Filter by the phone number that displayed as caller ID.

Duration Sec. - Filter by the length of the call using operator.

ID - Filter lead by Call Log ID.

Lead ID - Filter by Lead ID number, using operator is optional.

List - Filter lead using List name.

Outbound Called Count - Filter lead using the number Outbound called count using operator.

Phone Number - Filter lead by phone number.

Queue -Filter lead by Queues.

Status - Filter lead by its status (You can use With/In and Not In).

User - Filter lead based on Users (You can also use System User as a filter).

Wait Sec. - Filter leads based on the number of seconds that lead waited in a queue.

Select how theresults will be sorted (Ascending or Descending) based on Order By filter.

Audio Quality

Call Date

Call Type

Campaign

Duration Sec.

ID

Lead ID

List

Outbound Called Count

Phone Number

Queue

Status

User

Wait Sec.

If more filters are needed, click on Add Filter.

Click on Show/Hide Columns button to select which column you want to show or hide on the results.

Check or uncheck the columns you want to hide or show and click on the Save button to apply the changes.

Click on Searchand the results will be listed below.

You can filter the start date and end date.

Click on Exportto download the results.

You have two options to export (Export all available data fields per record orExport only the data fields displayed below)

Export all available data fields per record - export all the data field of the logs.

Export only the data fields displayed below - export only information displayed under call log.

By default "Export all available data fields per record"

Call Log Report generates the following Lead/Call information:

Id

Unique Id

Lead Id

Audio Score

List Id

Campaign Id

Call Date

Start Epoch

End Epoch

Length In Sec

Status

Phone Code

Phone Number

User Id

Agent Comment

Processed

Term Reason

Alt Dial

Queue Seconds

Agent Only

Queue Position

Call Type

Queue Id

Caller ID / DID

Call Count Outbound

Created At

Modified At

First Name

Last Name

Email

Owner Id

Remote Id

Vendor Code

Source Id

Local GMT

Called Since Last Reset

Alt Phone 2

Postal Code

Alt Phone 1

Security Phrase

Called Count Inbound

Last Viewed

Last Called

State

Created By

Last Modified By

Last Reached At

Final Reached At

Carrier Name

Call Log Date

Out Called Count

Call Log Time

Real Lead Id

User Uid

User Name

Queue Uid

Queue Name

Source Uid

Source Name

Campaign Uid

Campaign Name

Status Name

Recording

List Uid

List Name

Note: Recent Call Logs from leads assigned to deleted lists can still be seen in this report.

Under List Column, the name of the Deleted List will be indicated.

You can save search criteria they use when running Report > Call Logs.

Admin needs to select all the filters they need and then press the Save searchbutton to save those search filters.

The Admin will then be asked to name their Search.

Once the new criteria is saved. It will become an available option to select underSaved Searches.

How to setup Jornaya Plugin and Implement it to your Campaign

Jornaya is a software database that let's clients save their lead's historical interaction.

In this article, will guide you on how to setup a Jornaya plugin and activate it to your campaign.

First, you will need to go to Apps > Jornaya.

Then, click on the Add Jornaya button on the top right.

HERE

You will come across a popup window asking for the Jornaya token that you will need from Jornaya's end. You will be able to see the token from the campaign code snippet that can be found in Jornaya's portal. Please see their FAQ on getting the token from Jornaya HERE

or you have download the PDF linked

Label - This is the title of this plugin.

Launch on Live Call Only -You can have this only launch on live calls only.

Jornaya Token -Insert Jornaya Token here.

Status -On and Off toggle for this plugin

TCPA Disclosure - You can add the TCPA Disclosure here regarding your Jornaya plugin.

Once you create the Jornaya plugin, you will need to go to your campaigns, go to the campaign settings and under the general tab, you will need to select your Jornaya plugin.

How to Check Phone Reputation for Inbound Numbers.

Convoso now offers you an opportunity to check and see if your purchased phone numbers (DIDs) have been flagged as spam on the internet.

Please take into consideration thatthere are thousands of sources out there that provides phone reputation score, the results vary from these different databases. We also have our own source too, rest assured ours is a good source to depend on.

To check your DID's phone reputation, follow the steps below. There is a cost to check the reputation of the DIDs but you will only be charged if you confirm that you want to check the reputation.

From the Dashboard, click on Accountand select Inbound Numbersfrom the drop-down.

Select the Inbound Number or Numbers and click on Check Phone Reputation.

A message will appear informing you about the amount for checking a phone number reputations. Click on Confirm.

Pricing for bulk checks:

If the number of selected DID numbers is from 1to 20 checks = $1 total

If 21-100 checks = 4 cents/check ($0.04 * Total DIDs)

If more than 100 checks = 3 cents/check($0.03 * Total DIDs)

Phone Number Reputation will be displayed.

How to read the results of the reputation check.

If needed, click on the Show/Hide Columns button.

Select the Columns that you need to see and click on Save.

ACID List - Show the ACID name if the inbound number is on the ACID list.

Scam Likely Current (Current Score) - the current scam score. Values are high, medium, low or none.

Scam Likely Max (Max Score) - The maximum scam score seen over the time period with the same values as Current Score.

Scam Likely Historic (History Score) - A compiled variable based upon the number of times a record has been scored and associated scam scores. This variable has values 0-5 with 5 being the most persistent scam likely during the time period.

You can also just hover the mouse over the header of the column and it will display the color information.

In this article, we will discuss how an Admin can edit the User's Inbound Setting to control the ability to transfer calls, receive calls, choose queues upon login, and/or force the agent to be in certain queues. The Admin can also set whether or not the agent can make outbound calls as well as inbound calls.

From the Dashboard, click on Account and select Users from the drop-down.

Click on the Email of the User to go to the Settings

Within the User settings, go to Inbound Settings tab.

Within the Inbound Settings tab, we can control the User's ability to transfer calls and receive inbound calls from a particular queue.

User Transfer Option

Allow Agent to Transfer Calls: This will turn on/off the Agent's ability to transfer calls.

Inbound Transfer Options

Queues: This will turn on/off the Agent's ability to be able to select which queues they will receive inbound calls from. By default it is set to Do not Allow Agent to choose.

Queue Override: We have four queue override settings to select from. By default it is set toOverride.

Use Campaign: Use Campaign Queues.

Match: Use only Queues that are selected in both User and Campaign.

Override: Use User Queues.

Combine: Use all Queues selected in both User and Campaign.

Agent Call Type Control: This will turn on/off the Agent's ability to be able to select their call type - e.g Inbound [Closer Agents] Blended [Outbound and Inbound calling]

Call Types:

Inbound Only - Agent will take Inbound calls only [Closer Agents]

Blended - Agent will take both Outbound and Inbound calls

As an admin, you may want to check your agent's callbacks or reassign them from the admin page. To check your callbacks, please follow the steps below.

From the Dashboard, click onReportsand selectCallbacksfrom the drop down.

Inthe Show Callbacks section, select the filters for the callbacks you wanted to search.

Select Start and End Dates including the hours (In Pacific Standard Time)

Filter options:

Campaigns

ID

Lead ID

List

Recipient

Stage

User

Order options:

Callback Time

Campaign

ID

Lead ID

List

User

In this example, we’re going to Filter by User we’ll SelectSample Agent.

Click onSearch.

Results will be listed under the Results.

Here we will show you how to change your lead call order. This can be vital to your campaigns. By using thecorrect lead call order you can ensure that you are calling leads in the order of your choosing. On a side note, the most common setting is Called Count Ascending. This will bring your lowest call counts into the hopper first; a lead with a call count of 1 will enter the hopper before a lead with a call count of 10.

Setting this correctly will definitely help admins in making the system priorities new leads and will help speed up agents wait time.

In Campaign settings, click on the Leads Taband scroll down to Set Lead Calling Order.

How to Set Up Lead Recycling in a Campaign)

Select the Leads Call Order.

Secondary Lead order - Is a secondary order of results from the Lead Call Order.

Lead Call Order Options:

Lead ID:

Ascending - prioritize Lower Lead ID over Higher Lead ID

Descending - prioritize Higher Lead ID over Lover Lead ID

Main Number:

Ascending - prioritize phone numbers with the first digit closer to 0 over phone numbers closer to 9

Descending - prioritize phone numbers with the first digit closer to 9 over phone numbers closer to 0

Last Name:

Ascending - prioritize Last Names with the first letter closer to A over Last Names with the first letter closer to Z

Descending - prioritize Last Names with the first letter closer to Z over Last Names with the first letter closer to A

Call Count:

Leads called the least amount of times

Leads called the most amount of times

Zip Code:

Ascending - prioritize Zip Codes with the first digit closer to 0 over Zip Codes closer to 9

Descending - prioritize Zip Codes with the first digit closer to 9 over Zip Codes closer to 0

Last Called Time:

Ascending -prioritize oldest dialed leads

Descending - prioritize newest dialed leads

GMT:

Ascending - prioritize leads located near Eastern Time

Descending - prioritize leads located near Pacific Time

Every Nth New Lead - system will always insert a new lead every Nth time.

(Note: for this lead call order, New Lead should NOT be included in Dialable Status seeFAQ

This section helps you determine the Agent's log in, log out time stamps as well as their status (Availability Code).

From the Dashboard, click on Reports and then click on Agent Productivity Logs.

In Manage Productivity Logs, select the following

Select the Start/End Date and Time (In Pacific Standard Time)

Filter By: Userthen select the User or Users

Click on Add Filter

Filter By: State then Select Loginand Logout

Note: Start and End Date are required. Leaving it blank will not allow you to Export Logs.

Click on Search and the results will be shown at the bottom of the Page.

You can also verify the IP address of the agent's location.

A Call Center Queue or a Queue is a destination for any type of inbound calls.

Inbound calls go through Queues before going to agents.

In the Call Center Queue Skills tab, you can prioritize your agents to make sure some of them pick up more often than others. This is useful if you wish to ease new agents into the dialer.

From the Dashboard, click on Call Centerand selectCall CenterQueues from the drop down.

In the Show Queues Section, click on the Action Buttonand select Settings from the drop down.

Go to the Skills Taband configure the agent's priority for the Queue

To Assign User priorities the admin should select theSkill for each Users. The higher the skill, the higher the priority they have in the queue. What this means is that if you give a user a 9 and a user a 1, the user with the level of 9 will take significantly more calls than the user with a level of 1.

If both Agents have the same Skill Number, the call will be routed to agent with higher Weight

Click onApply changesto save changes.

NOTE:You need to set Call Routing to Agent Queue Skills in order for the Skills to work under the Queue settings.

Uploading leads is an integral part of the Call Center experience. Leads are the people that you dial and without uploading leads, you will not be able to use the system. That being said, we’ve made it easy to upload your leads.

Go toCall Center and select Leads

How to Convert Excel File (.xlsx) to Comma Delimited (CSV) and prepare a Lead List

In the top right corner, select Upload Leads

Click Choose File to browse to the file you would like to upload.

Important Reminders with your file for upload

1.The phone numbers will need to be formatted as a 10 digit number without the 1 in front of the number. (IE. 8885554444)

2. Avoid special characters in the phone number section (dash - is okay)

3. Do not include special characters in the header section

4.File types supported are comma-separated (.csv), tab-delimited (.txt) and excel (.xlsx)

See Link

5. & and * sign will be automatically removed

6.Special characters !@#$\%^() are acceptable when data is uploaded in a text field

Click Upload then click Next.

Please note that when uploading a huge list, it may take some before the Next Button to appear.

It is recommended to upload up to 30,000 leads per list. If you have a huge list split the list into smaller lists.

You now have two options

Give the list a name and create a brand-new list

Upload to an existing list by using the dropdown menu next to List Name

Select the campaign the list will be associated with by using the drop-down next to Campaign

Duplicate & Lead Scrubbing numbers

There are several options located under Duplicate & Lead Scrubbing Numbers which allow you to filter your lead upload for duplicates and DNC (Do Not Call) numbers.

Duplicate Numbers

Filter Duplicates Against: There are three options here

Do Not Filter This will allow the upload of all duplicates to your account. This is not a suggested setting as it can lead to confusion and duplicate calling

Entire Account This will filter your duplicates against your entire account. If you do not plan on using the same number in multiple campaigns, use this setting.

This Campaign Only If you plan on using the same phone numbers on multiple campaigns, use this setting

When Duplicates are Found Gives you the option to upload or not upload the lead. We always suggest to NOT upload the lead so that it does not count against your lead capacity

Filter Duplicates Against Archived Leads

Filter Duplicates Against Archived Leads will have the system also check all archived lists when scrubbing duplicate leads.

DNC Numbers

Filter DNC Against: There are two options here

Entire Account This will check your entire account for DNC (Do Not Call) numbers.

This Campaign Only Will only check the campaign you are uploading to for DNC numbers. This is not recommended unless you are using the same phone numbers on multiple campaigns.

Separate Rejected Numbers

This will separate leads that were tagged as DNC and appears to be duplicate numbers.

Enabled or Checked

DNC numbers from the upload summary areDNC'sand arenot duplicates numbersin the system.

Disabled or Not checked

DNC numbers from the upload summary are TOTALDNC's detected by the system (DNC + DNC/DUP).

Once you have chosen your filters, click Next. This will bring you to the field mapping section of uploading your leads.

Wireless Numbers

What to Filter? There are two options here:

Do Not Filter This will not filter out wireless numbers

Filter Wireless This will remove most wireless numbers from your lead list. This is not 100\% due to things like number porting.

Process After Hour

If you are uploading a very large lead list (more than 100,000 leads) we ask that you schedule your lead upload for after peak hours. To do this, use the drop-down next to Set To Process After Hour and select a time that you would like to upload your lead list.

The fields from your active form will populate automatically for you on the left-hand side of the page

Match the field name on the left by using the drop-down menus on the right.

Examples would be matching the First Name to First name, Email to Email Address, Primary Phone to Phone Number

The only required field here is Phone which shows up with a red line in the Select box. The red line indicates that this is a required field.

Note: if the zip codes in the list have less than 5 digits, the system will add 0s at the beginning of the digits to make it 5 digits. Zipcodes with more than 5 digits are accepted and Zip codes with only 2 digits won't be added.

If you need to upload leads with Statuses and Call Counts, Select Import.

Status = Select the column for the Abbreviation of the Statuses.

Backup Status = If the abbreviation of the statuses doesn't have a match in the system, this will be the status of the uploaded leads.

Called Count = Select the column for Leads Call Count.

You can also Map Fields that are currently not in the selected form.

To do this, check Map fields that are currently not in this formand continue mapping the fields

Click on Finish

Once you see the summary, you have successfully uploaded your leads!

This FAQ will guide you on how you reschedule a callback.

From the Agent Dashboard, click on the Folder icon.

Options will appear on the left side, click on Callback tab to see all the scheduled callback.

Click on the edit icon beside the lead's name.

Reschedule Callback window will appear on the screen.

Click on Callback's Time Zone to select the desired time zone for the callback.

Click on New Callback select the new schedule callback. Select a date.

Next is to select the time and minutes.

Once done, click on Reschedule button to save the settings.

You will see that the new schedule callback under Callback tab.

To ensure a smooth experience with TalkPro Contact Center, we provide a set of requirements for the use of our web application.

Workstation Requirements

Note: Using a faster computer will provide a more reliable connection when non-Convoso programs (like your CRM or other web applications) use system resources heavily. Under-powered computers can exhibit choppy audio (“jitter”) that may result in a terminated phone connection.

Minimum Requirements

Processor:Intel i3(Skylake 6XXXX Series) CPU 3.0GHz+ (2) core or betteror AMD (FX-6350 or higherequivalent)

*Netbook CPU's such as Intel Atom not recommended

Operating System: Windows 7(32-bit / 64-bit) and above. Mac 10.2 and above

(Windows 7 will discontinue support in 2020 and to comply with the changes we will no longer support computers on Windows 7

RAM: 8GB

Free Space:20GB or 10\% of the main drive

USB Port:2.0 (at least 1 free)

** Recommended Requirements

Processor:Intel i5 (Skylake 6XXXX Series) CPU 3.0GHz (4) core or betteror AMD (Ryzen 3 1300x or higher equivalent)

*Netbook CPU's such as Intel Atom not recommended

Operating System: Windows 10 (32-bit / 64-bit) and above. Mac 10.2 and above

RAM:8GB

Free Space:20GB or 10\% of the main drive

USB Port:2.0 or 3.0 (at least 1 free)

Browser Requirements

The latest stable version ofGoogle Chromebrowser. ( Google Chrome )

USB cabled headset with built-in echo cancellation technology (We Use: Jabra UC VOICE 750 MS)

Cat5/6 grade ethernet cabled network connection. (Wifi is not supported)

Additional Note:Wireless/personal hotspots operate in a different wireless protocol known as MiFi. This is different than traditional WiFi and results canvary. Due to the unpredictable nature of MiFiconnectivity with VoIP, mobile/personal hotspots are not supported at this time.

Bandwidth Requirements

You'll need to make sure that you have enough bandwidth to support the number of simultaneous calls you expect your agents to make. The bandwidth used is64kbpsper phone call (upstream and downstream). It is important to note,this numberisonlyforthe audio traffic.

Other actions in TalkPro Contact Center will send/receive data, so moreheadroom is required. Also,other tabs the agent may have open, such as email or CRM will beconsuming bandwidth as well. It's not possible for us to say exactly what you might need, but as a rough rule of thumb, 1Mbpsper person sharing the connectionis a good start. For example, if there are 100 people in your office, we recommend 100 Mbpssymmetricalconnection. (It is crucial to have adequate

downloadanduploadbandwidth for the number of users).

1 Mbps of Convoso dedicated upload/download bandwidth required per agent.

Bandwidth line should never exceed 60\% its maximum capacity or VoIP quality can be compromised. In termsof bandwidth, more available bandwidth is always better for your whole network!

Asadditional traffic on the same network can impact audio quality, here are other suggestions you should follow as well:

We highly recommenda wired network connectionover a Wi-Fi connection.This will generally provide a more consistent and better quality network connection.

Don't run any network-intensive applications on the computers, such as internet radio or streaming video, or run significant uploads or downloads that might compete with your audio. Close unused desktop apps that might also hoard CPU \%

Check with your IT dept to see if higher Quality of Service is possible for your audio connection.

Open network ports in your router/firewall/ antivirus software (advanced info in table below)

WebRTC (Chrome/Firefox browser)

TCP: port 80, 8080 and 443

UDP: Server port:10,000 30,000. Client will select any available port from the ephemeral range: 1,024 to 65,535.

If your router supports QoS, prioritize the ports mentioned above, or the IP address of the computer(s) making calls.

If your router includes SIP Application Level Gateway (ALG) function or Stateful Packet Inspection (SPI), disable both these functions.

Additional Requirements

We highly recommend implementing Quality of Service policies and content filtering in order to prevent agents from participating in bandwidth-heavy activities which can impact call quality.

Datacenter-grade firewall (we recommend: Fortigate 300A or Juniper SRX240).

Researching a brand new office router?Check the Make/Model against known VoIP Compatibility Lists to avoid big headaches during configuration/troubleshooting.

Quality of Service (QoS)is required to guarantee best call quality possible for VoIP and must be given priority over other network traffic

Would you rather a YouTube video experience issues or your VoIP phone call? QoS lets you determine the 'priority' of traffic in your network. For the best voice quality; grant the port range10,000-20,000 UDP the HIGHEST priorityin your routers QoS settings.

Every router has a slightly different method of implementing QoS. Please see the manufactures website or manual for details on setting up QoS on your device.

ConvosoNetwork/VoIP Requirements

Client’s Network Firewall must allowaccess to the following services

Port 5060 TCP/UDP

Port 10k-20k UDP

Port 8080 TCP

Port 80 TCP

Network IP Range 208.78.136.0/22

Network IP Range 66.85.240.0/21

STUN Servers:

stun.l.google.com:19302

stun1.l.google.com:19302

stun2.l.google.com:19302

stun3.l.google.com:19302

stun4.l.google.com:19302

If your router includes these function, please have these disabled.

Disable SPI (Stateful Packet Inspection) = Causes delay in Real-time Traffic such as VoIP.

Disable DPI (Deep Packet Inspection) = Causes delay in Real-time Traffic such as VoIP.

Disable SIP ALG = Can result in SIP Traffic routing issues.

Further Networking Info:

WebRTC is supported natively in most modern browsers, however, Omni Contact Center only officially supports Google Chrome. (Edge and Firefox are unsupported).

WebRTC usually works without a problem using inbuilt networking technologies (STUN and TURN). However, environments with very restrictive firewalls may require some setup, the details below have further information for your IT-networking department.

WebRTC client connects using the following details:

Component

Address

Client-side port

Server-side port

Protocol

Signaling

janus-dt.convoso.com

Any

443, 80, 8080

TCP

Media (SRTP)

66.85.244.0/23

Any

10,000 - 30,000

UDP

The client will select any available port from the ephemeral range. On most machines, these means the port range 1,024 to 65,535.

We highly recommend implementing content filtering in order to prevent agents from participating in bandwidth-heavy activities which can impact call quality.

Our system supports External softphones and VoIP devices. Please make sure you read the documents for your device before continuing. We will not troubleshoot the software/hardware for the devices and if needed, you will need to contact the manufacturer.

From the Dashboard, click on Account and selectUsersfrom the drop-down.

https://agent.convoso.com/login

In Show Users Section, click on the Action Button, then select Settings in the dropdown.

In the "Connection Type" tab selectExternal Phone and take note of thePhone Credentials so they can be entered into the phone settings. You can also keep track of the registration (to see if the extension is registered) by clicking on the green "Connection Information" button below.

Click on the Apply Changes button to save the settings.

A notification window will appear to wait up to 15 mins for the settings to take effect.

Once you configure the user for an external phone, next is to download Zoiper and configure it using the user's login credentials.

To download Zoiper, click on this link.

Select the Free Version (Non-commercial use only)

Once you clicked on the free version, the system will automatically download the Zoiper installer and you will see the download on the lower-left corner of your screen.

From the Zoiper Setup Wizard, click on "Next" button.

On License Agreement, select "I accept the agreement" and click on "Next" button.

Click on "Next" button for Select Components.

Click on "Next" button for Installation Directory. The default directory will beC:\Program Files (x86)\Zoiper5

Click on "Next" button for Start Menu Folder.

Select 23 Bit version - compatible with 32 bit Microsoft Office. (Auto detected) for Architecture.

Select "All Users" or "Current User" for Installation Scope.

Click on "Next" to Install Zoiper.

System will now install Zoiper.

Click on "Finish" button to complete the installation (Enable Launch Zoiper Zoiper5 to open the Zoiper after completing the installation.

From the Zoiper5 software, click on "Continue as a Free User"

Under Windows Security Alert, make sure you enable "Public networks, such as those in airports and coffee shops.." and "Private networks, such as my home and work network.

From the Zoiper5 setup, enter the agent's extension number (SIP) and the password that you can get from the agent's settings. Click on "Login" once done.

For Hostname, enter the user's Server IP (Sample IP:66.85.244.169). Click on "Next" once done.

Enable "Optional Authentication and Outbound proxy, Enter theuser's SIP extension and Proxy Server (proxy.convoso.com) and then click on "Next" once done.

On the configuration page, make sure that you get a green or "Found" for SIP UDP. Click on "Next" button to proceed.

Next is to configure your audio settings. Click on "Configure" to start the test.

To test the Speaker, click on "Start Test".

You should be able to hear a ringing sound. You can also select the audio device that you're using. Adjust the volume if needed. Click on "Yes" to proceed.

Next is to test the microphone. Click on "Start Test" to proceed.

Check the indicator if it's moving when you say something on your microphone.You can also select the audio device that you're using. Adjust the volume if needed. Click on "Yes" to proceed.

Skip the camera setup.

Click on Finish to complete the setup.

To log in as Agent using Zoiper as external phone. Accessand enter the user's login credentials.

Select the campaign and the availability upon login. Click on the "Login" button.

Configure Audio Device and select Apply Settings (Once configured, it will no longer ask you to set it up again)

Dial *007 on Zoiper and then dial the number.

You will see that Zoiper will accept the call and you'll hear "Welcome" from our headset that indicates that you're already connected to our server.

You'll see as well that the phone icon on the Agent Interface will turn green. From here you can change your status to Available to start receiving calls.

How to Prioritize Leads based on Secondary Hopper Call Order

This feature will help you how to configure Secondary Hopper Priority Call Order.

From the Admin dashboard, click on Call Center and select Campaigns.

Go to the campaign settings and click on the Lead tab.

From the Set Lead Calling Order, look for Secondary Hopper Priority Call Order.

The secondary order is used when there are multiple leads that have the same priority. First In First Out ensures that the leads that have been in the hopper the longest get addressed first. Last In First Out ensures that your newest inserted leads in the hopper get addressed first.

You can configure this by going to your campaign settings > Leads tab >Set Lead Calling Order >Secondary Hopper Priority Call Order

Click on Apply Changes in the bottom to save your new settings

Here we will discuss how to configure TalkPro Shares for Get Request. This feature uses API to integrate lead information in our system to other 3rd party systems. This is commonly used by admins who want to receive lead information from Convoso to their 3rd party CRM.

From the Dashboard, click on Apps and select TalkPro Shares from the drop-down.

How to Add Adaptors and How to Edit Adaptors

In Show TalkPro Shares Section, click on Action button and select Settingsfrom the drop down.

Edit the necessary information about the vendor.

Name Vendor name is used for reference only and can be modified

Api Url Enter the Api Url of the Vendor

Api Authentication if the vendor is using an Auth Token, put that in this section

Request Method

GET API Vendor will be posting lead into the system.

Output Data Type select the Data Type that’s compatible to the 3rd party API

JSON - (ex: {key1:[value1,value2,value3],key2:[value1,value2,value3]})

XML - (ex: <Values><value>value1</value><value>value2</value></Values>)

TEXT - (ex: value1,value2,value3)

Adaptor ID If the Request method is POST, we need to select the Adaptor ID assigned to the Vendor. See FAQ

Click on Save TalkPro Share

Here we will discuss how to configure TalkPro Shares for a Post Request. This feature utilizes the use of API to integrate lead information in our system to other 3rd party systems. This is commonly used by admins who want to send lead information from their 3rd CRM to Convoso automatically.

From the Dashboard, click on Apps and select TalkPro Shares from the drop down.

How to Add Adaptors and How to Edit Adaptors

In the Show TalkPro Shares Section, click on the Action buttonand selectSettings from the drop down.

Edit the necessary information about the vendor.

Name Vendor name is used for reference only and can be modified

Api Url Enter the Api Url of the Vendor

Api Authentication if the vendor is using an Auth Token, put that in this section

Request Method

POST TalkPro Share will post to third party system

Post Data Type

RAW - System will send the post string in RAW format

JSON - System will send the post string in JSON format

Output Data Type (E) select the Data Type that’s compatible to the 3rdparty API. This tells the system what data type the third party system uses to send out a response. IF this is not properly selected, TalkPro won't be able to understand the thir party's response which will provide a "null" or blank response entry in the TalkPro Share Logs

JSON -(ex: {key1:[value1,value2,value3],key2:[value1,value2,value3]})

XML -(ex: <Values><value>value1</value><value>value2</value></Values>)

TEXT -(ex: value1,value2,value3)

Adaptor ID If the Request method is POST, we need to select the Adaptor ID assigned to the Vendor. See FAQ

Click on Save TalkPro Share.

To test the settings, click on the Test TalkPro Share Button

To check the result, click on the TalkPro Share Logs Tab

Click on the View Button for the selected Entry

Here we will discuss how to add an email template. An email template is a pre-made email that can be sent to leads when a predefined action is taken. This is usually configured together with Workflow Automation and is usually triggered by a specific status or disposition being selected.

From the Dashboard, click on Accountand select Email Templates.

How to Create Email Triggers

You can add an Email Template by clicking Add Email Template.

Configuring Email Template Information and Editing the email body.

How to attach a file.

Click Choose File button. A file window will open,

Click on the file selected.

Click the Open button, and

Apply Changes

To Send a Test Email, click on the button Send Test Email.

Please note: By sending the test email, it will only show the contents of the email. It does not show the email signature if you have applied it.

Type the email address that will receive the test email and click on the Send Email button.

Click on the Apply Changes button to save the settings.

If an Email Template is created without an Email Signature verified with Sendgrid, adisplay a warning towards the top of the page, with the red background, that says

“Warning, you have verified domains on the SendGrid page which are not being used in any of your email templates. Make sure you have created Email Signatures for them and use them in your email templates.”

Configure or create Email Signature and/or SendGrid.

How to Create an Email Signature

Registering Your Email Domain with SendGrid

See FAQ for

This FAQ will guide you on how to create SMS template for your SMS campaign.

From the Admin dashboard, click on Account and select SMS Templates.

From Manage SMS Template, click on Add SMS Template button.

Configure the following to complete the SMS Template

Name - Name of the SMS Template

Insert Field - Insert or append the value of the field on the body of the template

Body - Section where you put your SMS message (Maximum of 160 characters)

Opt In/Out - Section where you can put the option if they want to Opt-In or Opt-Out.

Click on Add SMS Template button once done.

An email signature is a block of text appended to the end of an email message which often contains the sender's name and contact information.

From the Dashboard, click on Accountand selectEmail Signaturesfrom the drop down.

How to Add an Email Template

In Manage Email Signatures Section, click on Add Email Signatures

Fill in the information that you wanted to show for the User.

User - Select the User who will use this signature

Name -This is the name of your email signature.

Company - Add Company name if needed

Address 1 - Add Address 1 if needed

Address 2 - Add Address 2 if needed

Position - Add Position if needed

Telephone Number - Add Telephone if needed

Toll-free - Add Toll-free if needed

Fax - Add Fax if needed

Email -Add the email address which will be the sender of the email

Email Account Display Name - Add the Email Display name. This will be the Name shown as the send of the email instead of showing the entire email address

Website -Enter Company name if needed

Click on Create Signature

If there are Verified Domains that do NOT yet have an email signature with that domain, shows the following message when there are multiple domains:

“The domains [domain1], [domain2], [etc], do not yet have email signatures created for them. Please create them below.”

If there is only 1 domain the message should be“The domain [domain1] does not yet have email signatures created. Please create it below.“

To know more aboutRegistering Your Email Domain with SendGrid, click on this link.

Registering Your Email Domain with SendGrid

See FAQ for

If you are sending emails using our system, you'll need to configure your email domain with SendGrid so that your emails don't get flagged as SPAM. SendGrid works with most major email providers to let them know which emails are from legitimate companies.

This message “Warning, your DNS settings have not been properly configured on your end. Please go here to see your domain settings and configure them on your domain host settings to ensure your emails don’t go to SPAM.“ will appear upon login and in theManage SendGrid Email Domains page IF;

The account has an Email Service component that is turned ON.

AND

The emails that are being sent use your own domain.

Here are the steps to configure it.

In the Admin Dashboard, go to API and select SendGrid from the drop-down options.

Click on the Add Domain button

Enter your Domain in the field and click on the Add button.

Manage SendGrid Email Domain section will have a list of Domains for the account.

If theDNS settings have not been properly configured on your end. Please configure them on your domain host settings to ensure your emails don’t go to SPAM.

This will allow the system to check the time zone of a lead based on the area code or state.

You can configure this under Global Settings.

From the Admin dashboard, click on Account and select Global Settings.

Look forArea Code or State Time Zone Conversion, from here you can switch it to State or Area Code.

When set to Area Code the lead's timezone will be set based on the phone number's area code every timea lead is created or updated.

When set to State, the lead's timezone will be set based on the state data included in the lead, when the lead is created or updated. With this setting, if a lead doesn't have any state information, then we'll default to the area code.

If the agent logs in the system for the first time, he needs to configure the Audio Devices Settings.

The agent will only be asked to configure the Audio Device once.

If the agent needs to reconfigure the Audio Devices Settings, here are the steps to do it.

In the Agent page, click on the User Email Address and click on Audio Settings

Move the slider to adjust the Volume of the Output and Input Devices

Select the Audio Output and Input Device by click on the Drop-down and select the Device

Click on the Apply Settings Button

The Global Settings will give you options that will cover the defaults for many of the values that you add to your account. It has the timezone and default Caller ID that will impact many of the general settings on your account.

From the Admin Dashboard, click on Accountand select Global Settingsfrom the drop-down menu.

click on this link to know more

Once you click on that, you'll be brought to the Global Settings page.

Here is where you can configure your account’s Global Settings.

Force Dispo Comments - Force adding comments when changing the disposition status.

Hide Phone Number - Hide the phone number in the lead form.

Force Transfer Caller Id - Use the Lead's phone number on all campaigns when transferring to third party number.

Allow Upload Status/User - Prevents the admin from using this feature without asking us first to explain it. When selected, you will be able to upload a lead list with a status intact and the user who handled the call.

Hide Lead History - Hides the lead's Call and Disposition history from the agent.

Force Agent Logout - Forcesan agent to be logged out of the system after a set amount of time.

Ip Access List - Restricts the account to only be accessed by the IP addresses listed.

Select Agent Widgets - Select the Widgets agents can see.

Layout Size - Size of the fields in layout form.

Default Phone Code - the Default value for Phone Code during Campaign creation.

Default Caller Id - the Default value for Caller Id during Campaign creation.

Default GMT - Default value for GMT during user and queue creation.

Hide Call Attempts - Hide Call Attempts in the Agent interface.

Force Continue Recording - Force Continue Recording in Agent interface transfer window.

Remove default NOT READY and LOGOUT statuses - Remove default NOT READY and LOGOUT statuses from Agent interface.

Delete All Logs After X Days - This will delete any type of logs that are kept on the account after a certain duration.

Format of Displayed Dates -Choose which date format will be displayed.

Remove Callbacks with Final Status -If turned on, when a lead is dispositioned with a Final status, if it had a scheduled Callback, that Callback will be removed and the lead will not be called again.

Enable Quick Disposition - This will allow the agent to disposition a call more quickly, wherein you can assign a disposition to End The Call or Blind Transfer the call to a predefined number. You need to configure it on Campaign Setting under Disposition tab. Click this link to know more.

Area Code or State Time Zone Conversion - This will allow the Admin to choose if they want to use the lead's state data, or area code to define the lead's timezone.

API Duplicate Lead Check -

Go down to the bottom part of the page and click the Apply Changes button to save the new settings.

After all of the leads inside the list have been dialed, the system won't dial any leads in that list until you reset your list. Resetting the list allows the system to dial the leads again if their statuses fall under the dialable statuses category. If you are using lead recycling resets will be minimal. If you are not using lead recycling, you will need to reset your lists manually and regularly.

From theDashboard, go toCall Centerand selectCampaigns.

Under Campaigns, Click on theAction Button and select Settings.

Within the Campaign Settings, click on the Leads tab.

Scroll down and look forLists in this Campaign section. There aretwo options, Reset a Single List or Reset All List.

To check the number of leads in a list, click on the Show Button of the list you would like to view

To check the number of dialable leads in a list, click on the Calculatebutton. This will work for both active and inactive lists.

Note: After you click on the Show or the Calculate Button, the values will be cached in the system for 5 minutes. Wait for 5 minutes before clicking Show or Calculate Button again.

To check the number of NEW leads in a list, click on the Calculatebutton. This will work for both active and inactive lists.

To reset a single list, click on the Reset Button of the list.

NOTE: Resetting List(s) also resets the Called Count of the Leads in that List(s). Dialable leads will only calculate on ACTIVE lists.

After the reset, you will get a confirmation with the results. The leads which are still in a dialable status are now ready to be dialed again.

A pop-up message saying,Resetting the List will also reset the Called Count of the Leads in this List.Are you sure you want to continue?click on Reset.

The Reset Button will change to Resetting.

Click on the Refresh Button to verify if the Reset is complete

Note:

A list that contains 100k leads may take up to 80 seconds for the reset to complete.

Leads with pending workflow action: Re-insert to hopper won't get loaded into the hopper after a recent list reset attempt. The system would follow the scheduled workflow action.

To reset multiple lists at the same time, click the check boxes of the selected Lists

Click on the Reset Selected button

NOTE: Resetting List(s) also resets the Called Count of the Leads in that List(s). Dialable leads will only calculate on ACTIVE lists.

After the reset, you will get a confirmation with the results. The leads which are still in a dialable status are now ready to be dialed again.

A pop-up message saying,Resetting the List will also reset the Called Count of the Leads in this List.Are you sure you want to continue?click on Reset.

Scroll down to see the leads summary. In this section, the admin can see the total number of dialable leads after resetting the lists and the reasons why other leads are non-dialable.

Note: If you're going to reset a batch of lists per campaign, you will be able to see the reset status of the lists under Manage Lists.

For example, You will reset all the lists of Sample Campaign_1 and Sample Campaign_2.

Reset Lists of Sample Campaign_1

Reset List of Sample Campaign_2

Go to Manage Lists to see the reset statuses of the lists.

You will see that the system is Resetting the 1st batch of lists from Sample Campaign_1 and the list of Sample Campaign_2 is Pending. Once the 1st batch is done, the system will then reset the next pending list.

From the Admin dashboard, click on Call Center and then Call Center Queues.

Under Show Queues, search or look for the Queue that you want to delete. Click on the Settings button and select Delete.

A confirmation window will appear if you really want to delete the Queue. Click Delete to proceed.

Note: If the Queue is being used from other settings like Campaign and User settings and also on Inbound Number settings such as DDOS Attack,Unknown Calls,DNC Handle, andSmart Routes. A dependency check window will appear and will show you where the queue is configured.

You need to remove the Queue from the settings by clicking on View button. Once the queue is removed, the system will then allow you to remove or delete the Queue.

Campaign Local Time Schedule is a feature in which the system can be scheduled to only dial leads within a specific Local Time Zone.

This feature is useful to admins if they wanted to make sure that the system will only dial a specific timezone on a specific schedule.

In theDashboard, go toCall Centerand selectCampaigns.

https://help.convoso.com/hc/en-us/articles/215453757-How-to-Create-Call-Times

Under Show Campaigns, Click on theAction Button and select Settings.

Click on Schedules Tab.

Click on the Local Call Time Schedules tab

Under Local Call Time Settings Section, configure the following

Schedule - Activate or Deactivate this Campaign Local Schedule

Timezone - Select the Timezone the system will follow.

Under Run Local Call Time Settings Tab, configure the following.

Skip - Include or Skip the day in Schedule

Call Time - Usually it should be a Custom Call Time. This Call Time is the current Local Time of the leads to be dialed.

Start and Stop - Select the time the system will start and stop dialing leads based on the Timezone selected

Add Time - To further customize campaign calling hours, additional call times can be added to the schedule per day.

You also have the ability to duplicate the schedule throughout the week by clicking on the Duplicate Monday - Friday button

Click on Apply Changes to save the settings.

Note: If any of the days are not selected with call time, the system will follow the campaign default Local Time.

Here is an example scenario.

Everyday the admin wants the system to dial any leads whose local time is between 8:00 am to 9:00 pm.

However during Mondays, between 11:00 am to 12:00 pm PST, he wanted to system to only dial leads in Eastern Time Zone.

Based on what the admin needed, this is how the Campaign Local Time is configured.

Create a Custom Call Time with Start and Stop Time of 2:00pm to 3:00pm

See this link to know more

Time Zone - set it to Pacific Standard Time

Call Time - Select the Custom Call Time we created which is 2:00 PM to 3:00 PM

Start - Set it to 11:00 AM

Stop - Set it to 12:00 PM

Campaign Dial Level Schedule is a feature in which the system can be scheduled to use different dial level at different times.

This feature is useful to admins if they wanted to make sure that the system will only dial a specific timezone on a specific schedule.

This feature can help admin manages its dial level based on their needs.

In theDashboard, go toCall Centerand selectCampaigns.

Under Show Campaigns, Click on theAction Button and select Settings.

Click on Schedules Tab.

Click on the Local Call Time Schedules tab

Under the Dial Level Settings Section, configure the following

Schedule - Activate or Deactivate this Campaign Dial Level Schedule

Timezone - Select the Timezone the system will follow.

Under Run Dial Level Settings Tab, configure the following.

Skip - Include or Skip the day in Schedule

Dial Level - This is the Dial Level system will use during the time period.

Start and Stop - Select the time period for the system to use specified Dial Level.

Add Time - To further customize campaign dial levels, additional dial levels schedule can be per day.

You also have the ability to duplicate the schedule throughout the week by clicking on the Duplicate Monday - Friday button

Click on Apply Changes to save the settings.

Note: If any of the days are not configured or skipped, the system will follow the campaign default Dial Level of the campaign.

Here is an example scenario.

Every day the admin wants the system to use the default campaign dial level.

However, every Monday he wanted to use different dial level at different times.

Dial Level 2 between 11:00 AM to 12:00 PM PST.

Dial Level 3 between 1:00 PM to 2:00 PM PST.

Here is how the Schedule needs to be configured.

Time Zone - set it to Pacific Standard Time

Monday should have Dial Level Schedule Entries.

Dial Level 2.0 will start at 11:00 AM and will end at 12:00 PM PST.

Dial Level 3.0 will start at 1:00 PM and will end at 2:00 PM PST.

Leave the rest of the Days Blank

If the campaign is part of a campaign group, the maximum dial level you can select on Dial Level Schedule is the dial level of the campaign under Outbound settings tab.

Campaign Dial Level under Outbound Settings tab.

Campaign Dial Level Schedule

In a Campaign, admins can setup a schedule to start and stop dialing leads at specific dates and/or time.

Campaign schedules are beneficial to those agents working in the same office and can prevent agents from working beyond their hours.

Note: Campaign schedules should be configured properly. Misconfiguration will result in a campaign not dialing leads.

In theDashboard, go toCall Centerand selectCampaigns.

quota

Under Show Campaigns, Click on theAction Button and select Settings.

Click on the Schedules Tab.

Under Schedule Settings

Configure the following:

Date Restriction

No Restriction - Campaign won't need to have a Start and End date Schedule.

Set Date Range - If this is selected, campaign should have a scheduled Start Date and End Date.

Start Date

Select the date when the campaign will START dialing leads.

End Date

Select the date when the campaign will STOP dialing leads.

Time Zone

Set the Time Zone.

Example:

Based on the settings above, the system will only dial leads from 06/25/2018 to 06/30/2018.

The campaign will flush out all leads in the hopper once it stops dialing leads. It will start filling up the hopper once its schedule to dial again.

Run Schedule Time

Set the Start and Stop Time per day.

If campaign needs to stop on a certain day, select Skip on that day.

To add a break, click on Add Break Button.

Set a time start and end for each break. Like on the sample above. There are three breaks on Monday: two 15-minute and one 1-hour break.

You also have the ability to duplicate the schedule throughout the week by clicking on the Duplicate Monday - Friday button

Click on Apply button to save the settings.

To Quickly Activate or Deactivate Campaign Schedule, click on the Toggle Button for Schedule.

If there is a enabled, deactivating the schedule will prompt you with this modal box for confirmation.

Note: If a campaign's Status and Schedule are both Active and you switched OFF the Schedule, the system will also turn OFF the campaign status. You need to manually activate the Campaign to turn it ON. Also, if you are using Quota, the system will turn it OFF as well once the schedule is OFF.

If you turned ON the Schedule, Campaign will be deactivated first for 30 seconds and then system will follow the schedule you configured.

This FAQ will help you with how to add numbers to the DNC list via API.

(Note: First is you need to add Authorization Token, click here to see complete details.

From the Dashboard, click on API and select DNC from the drop-down.

In the DNC API section, make sure that the Insert DNC tab is selected.

Insert DNC section shows the information that you need to set up your API.

Please note that you need to contact the support of your API to enter this information to your API system.

This section will also display an Example PHP Usage and an Example JSON Response.

To verify that adding numbers to the DNC List works via API, click on the Test Request tab.

auth_token = select the generated authentication token.

url = pre-populated with the API Url String.

type = POST.

phone_number = type in the phone number to be added to the DNC List.

phone_code = 1 for USA, 44 for UK, 61 for Australia.

campaign_id = if the number should be added to the Campaign DNC List, type in the Campaign ID. If the number should be added to the Global DNC List, type 0.

Here is a sample:

The Request Query String and the Example JSON Response is shown below:

This FAQ will help you with how search numbers in the DNC list via API.

(Note: First is you need to add Authorization Token, click here to see complete details.

From the Dashboard, click on API and select DNC from the drop-down.

In the DNC API section, make sure that the Search DNC tab is selected.

Insert DNC Section shows the information that you need to set up your API.

The Required Fields are needed for the string. API Url string will work even without the Optional Fields.

Please note that you need to contact the support of your API to enter this information to your API system.

This section will also display an Example PHP Usage and an Example JSON Response.

To verify that searching numbers in the DNC List works via API, click on the Test Request tab.

auth_token = select the generated authentication token.

url = pre-populated with the API Url String.

type = POST.

id = DNC ID.

campaign_id = if the number should be added to the Campaign DNC List, type in the Campaign ID. If the number should be added to the Global DNC List, type 0.

phone_number = type in the phone number to be searched in the DNC List.

phone_code = 1 for USA, 44 for UK, 61 for Australia.

insert date = DNC Insert Date. the format is yyyy-mm-dd hh:mm:ss

offset =Row offset into DNC table (default 0/Max 100000).

limit =Max number of requested rows (default 1000/max 1000).

Here is a sample:

The Request Query String and the Example JSON Response is shown below:

This FAQ will help you with how delete numbers in the DNC list via API.

(Note: First is you need to add Authorization Token, click here to see complete details.

From the Dashboard, click on API and select DNC from the drop-down.

In the DNC API section, make sure that the Delete DNC tab is selected.

Insert DNC Section shows the information that you need to set up your API.

The Required Fields are needed for the string. API Url string will work even without the Optional Fields.

Please note that you need to contact the support of your API to enter this information to your API system.

This section will also display an Example PHP Usage and an Example JSON Response.

To verify that deleting numbers in the DNC List works via API, click on the Test Request tab.

auth_token = select the generated authentication token.

url = pre-populated with the API Url String.

type = POST.

phone_number = type in the phone number to be removed to the DNC List.

phone_code = 1 for USA, 44 for UK, 61 for Australia.

campaign_id = if the number should be added to the Campaign DNC List, type in the Campaign ID. If the number should be added to the Global DNC List, type 0.

update_lead_status = Yes or No.

lead_status = if update lead status is set to Yes, enter the new status of the lead.

Here is a sample:

The Request Query String and the Example JSON Response is shown below:

By default, the account will have Not Ready and Logout reason codes for your agent. If you prefer to have your own reason codes, you can turn these off by using the steps below.

Two options onHow to Remove NOT READY and LOG OUT Reason Codes.

First is under the Global Settings

From the Dashboard, click on Accountand select Global Settingsfrom the drop-down menu.

In Global Settings, scroll down to Remove default NOT READY and LOGOUT Statuses:

Default Option is OFF

Second is under the Reason Codes.

From the Dashboard, click on Accountand select Reason Codes from the drop-down menu.

In Reason Codes, scroll down to Remove default NOT READY and LOGOUT Statuses:

These are the options agents will see on their page.

OFF

Remove Not Ready

Remove Logout

Remove Both

This Report will tell you how much revenue each agent makes per day.

From theDashboard, click onReportsand select CustomReportsfrom the dropdown menu.

Click on Common Reportsand select Agent Revenue Reportfrom the Dropdown Options.

To run a report based on a specific Time range:

Click on Date Range Button

Select the preferred Time Range

Click on Apply

ToAdd Additional Filtersbased on Admin’s preference:

Click on Filters

Add the preferred Filters

Click on Apply

The Results will be listed down below.