Callmedia Calling Lists

This screen allows you to manage the Callmedia Calling List with the help of the Callmedia Engine Extension. To access it, select the following menu options:

The screen appears in a new tab.

On the left it shows a list of the Callmedia Calling Lists under the Callmedia CTI Server associated to the project. To the right an editing panel is available for managing the lists.

Project Allocation

Right-clicking a list on the left-side list panel provides you with the following options:

  • Allocate: Allows you to link one or more Callmedia calling lists to the current project by selecting them and clicking the icon.

  • Deallocate: Unlinks the selected Callmedia calling list from the current project.

Actions

The following actions are available through the icons of the toolbar:

Icon Description
Refreshes the displayed calling lists.

Allows you to add or import a calls list through a wizard, which opens in a new tab. To return to a previous step (when possible) within the wizard click the left arrow button on the top.

  1. Select Callmedia calling list

    On the first step of the wizard, provide the following data:

    • Campaign: Select Callmedia campaign from the drop-down list
    • Calls List: Select one of the following:
      • An existing list. The Team field is auto populated.
      • A New list. This enables the 'New calls list' section with the following additional fields:
        • Team: Select a team for the new list

        • Calls List Name: Type a meaningful name for the new list

          Tip: When importing a calls list from Infinity it is recommended to enter the same Import note used in the Import wizard for easier comparison between Infinity and Callmedia data.

        • Priority: A number between 1 and 10 representing the order of the calling list. A list with a higher number will pass first in relation to others.

        Click the Add button to add the new list.

    Click the Next button to continue.

  2. Specify Data to Be Called

    On the second screen of the wizard, select one of the following options:

    • Use Calls List: The data of the selected calls list in this drop-down list will be appended to the new calls list created in the first step of the wizard.

    • User Import ID: Select the calls list to be imported from Infinity (by default completed calls are not imported)
    • Use Contact Data: Allows you to import Infinity data using specific conditions

    Click the Next button to continue.

  3. Check

    On the third screen of the wizard, select at least the Infinity table header for the phone 1 to the Daytime field.

    If the client has multiple phone numbers such as Evening or Mobile, they can be mapped using the Con_Phone1, Con_Phone_2, etc. fields. The Business fields can also be used for the same purpose.

    Tip: To be available for mapping the phone fields have to be activated first at the Telephone of the Callmedia Campaigns screen.

    You have also the following options:

    • Check Duplicates in Same Calls List (checkbox): Before each record is imported, the system will check for duplicate contacts in the same Callmedia calls list.
    • Check Incompletes in All Calls Lists (checkbox): Before each record is imported, the system will check for incompletes (existing leads with no Complete status) in all calls lists.

    Click Next to perform the import.

  4. Click the Finish button to complete the procedure.
Modify the Tabs of the selected Callmedia calling list
Remove the selected Callmedia calling list from the project
After changing any of the parameters, use this button to commit your changes.

Opens a dialog box for selecting the call states that will be paused or resumed when you click the icon.

Tabs

For each call list the following parameters exist:

  • Description: The name of the calling list
  • Team: The team the calling list will be assigned to
  • Campaign: The campaign the calling list belongs to
  • Priority: A number between 1 and 10 representing the order of the calling list. A list with a higher number will pass first in relation to others.

This tab shows the amount of available calling data for the list. The following information is shown:

  • New: The number of uncalled contacts
  • Callback: The total number of arranged Callbacks
  • Recycle: The total number of contacts that have been attempted at least once, but have not been connected
  • Total: The sum of the calling data for the list

The icon navigates you to the 'Call Distribution' tab of the Callmedia Teams screen for resetting all pending recycled calls to “new” (uncalled) status (by using the Recycle button there).

This tab displays the calls that have been interrupted due to forced log off, PC restart etc. The following actions are available:

Icon Description
Refreshes the displayed calls

Shows the status inside Infinity for each record (by default, the screen shows only the Callmedia status)

Removes the selected call
When a call is stuck in error, this will make the record available for dialling again
Opens the Lead View screen, so that you can better decide to apply 'Reset to fresh' or 'Remove' to the record

This tab shows the current status of the callbacks allowing you to reschedule them, pause/ resume them and change their order (priority). The following actions are available through the tab's toolbar:

Icon Description
Refreshes the displayed callbacks.
Sets the selected callback to Fresh status.

Change the date and time of the selected callback. Click the icon to confirm.
  • Pause: Sets the selected callback to Pause status to temporarily prevent calling
  • Resume: Sets the selected callback out of Pause status resuming calling
Allows you to set the dialling priority of the selected callback(from 1-highest to 10-lowest).
Removes the selected callback from the calls list preventing dialling forever.