The Lists Section

You can find the Lists section under the Contacts Manager menu:

Create a list

To create an agent click the New List button 

Enter the list’s details:

• Name

• Description (optional)

After the list is created, you can edit list details, add contacts to the list, add agents to the list and manage list’s custom fields and dispositions.

Edit a list

Find the list from the Contact Manager lists and click on Edit List:

You will see 3 sections:

• Settings, where you can edit the name and description of the list

• Custom fields, where you can create, edit or delete custom fields of the list

• Dispositions, where you can create, edit or delete dispositions of the list

Settings

In the Settings General section you can change the name and description of the list, or associate a Dial Prefix to it. 

A Dial Prefix is a number sequence that will be used in the click-to-dial functions of Omni Desktop Contacts and My Contacts sections. Anytime a contact of the specific list is called, this prefix will be added to the number dialed: this will make possible to use proper outbound routes (which must already be existing) when calling the contacts of one list.

Manage custom fields

We provide by default some contact fields that you can set when you add a contact in a list.

In addition to these fields, you can create and use custom fields, specific for that list.

To create a custom field, click on New Custom Field  and fill the enter details:

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• Alias: name of the custom field that will be displayed on the contact’s view

• Type: type of the custom field. You can use one of the following custom field types:

  • Text: a simple text input field

  • Select: a single choice list. To add the choices for the select, write the text and click enter.

  • Number: a number input field

  • Switch: toggle switch with values true/false

  • Datetime: Date and time picker

• Required: set true toggle if you want to make the custom field mandatory

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• Click to Action: toggle to enable a click-to-action button in the Contact view

At the end, click Add Custom Field to and confirm.After the custom field is created, you can view, edit or delete it under list of custom fields.

Now From now on, if you add or edit a contact in the list, you will be able to set the custom fields you have create in that list.

Manage dispositions

Disposition (Call disposition) is a label that can be applied to interactions records to describe them: for example, an agent who managed a call can indicate the type or resolution of the call (see How to dispose calls). 

By default, the following dispositions are available:

• Fax

• Answer Machine

• Interested

• Not Interested

• Sold

• Special

• Blacklist

• Reschedule

To create a disposition, click on New Voice Disposition Image Removed and fill the details:

• Name: name of the disposition that will be displayed for agents managing contacts in this list

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How to Manage Dispositions How to Manage Dispositions

Add contacts to a list

Administrator or users with contact manager list permission can add contacts to a list. In order to add contacts to a list, find the list in the lists and click on Show Contacts.

You will be directed to Contacts Section. You can add contacts in two ways: add a single contact manually or upload multiple contacts from CSV file.

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Add an agent to a list

You need to add an agent to a list to allow him to see the list of contacts in the agent view. To add an agent to a list, find the list in the lists and click on Add Agents to List

On the pop-up screen search the agent you want to add and click on it. Click on << button to add All agents to the list. All changes are automatically saved.

Export contacts

To export all contacts of a list in CSV, find the list from the Contact Manager lists and click on Export to CSV:

Delete lists

To delete a list, find the list from the Contact Manager lists and click on Delete:

To delete multiple lists you can select the multiple lists to delete by marking the checkbox on the left side and then click on Delete Image Removed button (ok to confirm).

Export lists

To export the Lists in CSV, select the CM Lists to export by marking the checkbox on the left side and click on the Export button.