V3 Lists

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Last updated: Jul 29, 2024 by Product Knowledge
6 min read

On this page

What’s about

A List of Contacts is used for grouping customers' files. You can find this section under the Contacts Manager Menu.

There are several contexts where you can use the lists:

  • in Queue and IVR campaigns of the V3 Motion Bull Dialer the list can contain contact numbers to call or not (black-List)

  • to prevent Agents from managing contacts they don't have access to by limiting their access to some lists

  • to insert new contacts coming from specific channel access points (e.g. chat, mail, and so on) in default lists

The Lists Section

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

Create a list

To create a list 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.

Dial Prefix Example

As an ADMIN, let’s suppose we have configured an outbound route, called “Outbound Route Demo”, with the patttern _4X. , where:

  • _ represents a single character to match a pattern

  • the first digit must be a 4 (we use this digit as a label)

  • each X represents a single digit, with any value from 0 to 9

  • . character matches one or more characters

When calling a contact, we should delete the digit 4, otherwise, only numbers starting with 4 will follow this outbound route.
For this reason, we can use the feature Cut Digits (in the Outbound Route Settings): in this field, we can insert how many digits of the dialed phone number to be cut automatically.

We can use the prefix 4 to associate each contact of the List “demo_list” to the outbound route “Outbound Route Demo”, when using the click-to-dial functions of Omni Desktop Contacts and My Contacts sections.

As an AGENT, from the Omni Desktop Interface, anytime a contact of the specific list is called from the Contacts and My Contacts sections, this prefix will be added to the number dialed.

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 enter details:

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

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

The action currently available is click to dial the number:

New Actions will be available soon!

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

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.

Dispositions

See here how to manage dispositions. 

Add contacts to a list

Administrators or users with contact manager list permission can add contacts to a list. To add contacts to a list, find the list and click on Show Contacts.

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

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 lists or contacts

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

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.

 

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 button (ok to confirm).