Operations

Perform a number of operations on an individual list entry. It is possible to alter a number of callback attributes so that they are dialled at a different time or by a different agent, etc.

Reset Expired Tab

Resets callback accounts that the system has not been able to dial at their prescribed time.

•	Hours/Days - specifies the age of the callbacks that are to be considered expired;

•	Include Agent Scheduled Callbacks - indicates whether agent schedule callbacks should be included in the operation or whether they should be excluded;

•	Reset Expired Callbacks - click this button to initiate the operation. A confirmation dialog is displayed upon completion indicating the success or failure of the operation.

Reset Period Tab

Specify the time period for which the callbacks should be reset.

•	From Date / To - the date range for which the callbacks should be reset;

•	In the time range of those dates - the time range for each day within the date range for which the callbacks should be reset;

•	Include Agent Scheduled Callbacks - indicates whether agent schedule callbacks should be included in the operation or whether they should be excluded;

•	Reset Callbacks In Window - click this button to initiate the operation. A confirmation dialog is displayed upon completion indicating the success or failure of the operation.

Reschedule Tab

Specify the time period for which the callbacks should be change.

•	From Date / To - the date range for which the callbacks should be changed;

•	In the time range of those dates - the time range for each day within the date range for which the callbacks should be changed;

•	Include Agent Scheduled Callbacks - indicates whether agent schedule callbacks should be included in the operation or whether they should be excluded;

•	Reschedule callbacks by - defines how the callbacks should be rescheduled (e.g. by setting a fixed time, move forward by a number of hours/days/weeks, move backwards by a number of hours/days/weeks);

•	New date / time - if setting a fixed time, the new date and time;

•	Number to add - if move a number of hours/days/weeks, the number of move forwards or backwards;

•	Reschedule - click this button to initiate the operation. A confirmation dialog is displayed upon completion indicating the success or failure of the operation.

Change User Tab

Allows you to change the callbacks that are currently assigned to this user.

•	Change callbacks assigned to user - the name of the user callbacks that are to be changed;

•	to be assigned to (leave blank to make non-agent specific) - the name of the user to which the callbacks are not to be assigned;

•	From date / To - the date range to apply;

•	Change User - click this button to initiate the operation. A confirmation dialog is displayed upon completion indicating the success or failure of the operation.

Redial All Tab

Allows the setting of accounts (except excluded & nuisance) to be re-dialled. This function is useful for Intelligent Voice Message (IVM) dialling.

Click the Redial All button to initiate the operation.

Retry non-contacts Tab

This operation (also referred to as reset list) is used to facilitate the re-dialling of a contact list that is exhausted or part way to becoming exhausted. This should be used when the campaign supervisor wishes to redial list accounts that have already been given up on (terminated) by the system because the number was busy or there was no answer and so on (i.e. failed numbers are not reset).

Click the Retry Non-contacts button to initiate the operation.

Purge Terminated Tab

This operation is used to delete terminated accounts from the selected list. This option would typically be used to reduce the size of a partially dialled list with the overall aim of improving system performance by removing redundant data.

Click the Purge Terminated button to initiate the operation.

New/Split List Tab

Create a new list from an existing list, or move accounts from an existing list using a filter.

•	New List Name - the name for the new list;

•	List Filter - the filter to be used to select the accounts to be added to the new list;

•	Keep Call Attempt History? - tick this box to retain the contact history for this list.

•	Append/Overwrite - this option is only displayed when the name of an existing list is entered into the New List Name. It allows the new list of accounts to be appended to the existing list, or to overwrite the existing list.

From here you can:

•	Split List - click the Split List button to move a subset of accounts from an existing list into a new list, or overwrite an existing list or appended to an existing list. In all cases the accounts are reset so that they are regarded as new with respect to redial rules.