Lists

Overview

In XCALLY, a List is a collection of contact records grouped for organizational, operational, or campaign purposes. Lists are accessible from the Contacts Manager menu and are used across various modules.

Use cases for lists:

• Used in Motion Bull Dialer campaigns (Queues or IVRs) to store:

  • Contact numbers to be called

  • Contacts to exclude (Blacklists)

• Restrict agent access by limiting visibility to specific lists

• Automatically insert contacts from specific channels (e.g., chat, email) into designated default lists

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From this section, you can:

• search for a specific list

• set and clear filters

• manage visible columns

• activate the advanced search for each field

• add a list

By clicking on 3 dots button of a specific list, you can:

• edit the list

• show contacts

• add agents to manage the list

• delete list (single or bulk delete by selecting more checkbox on the left side)

• delete all contacts in the list from version 3.59.0

• export contacts to CSV
  
  

Creating a list

To create a list, Navigate to Contacts Manager → Lists and click the Add button.

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Fill in the required information:

• Name (required)

• Description (optional)

Click Add

Once created, you can add contacts to the list, assign agents, configure custom fields or create list-specific dispositions

Editing a list

To modify a list, locate it under Contacts Manager → Lists, click the three-dots menu and select Edit.

The list editor contains these options:

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general settings, where you can edit the name and description of the list or add a prefix

custom fields associated to the list, defining:

• name

• type (text, number, single-choice, switch, date or time picker)

• required option

dispositions associated to the list (you can create, edit or delete them)

show contacts associated to the list

add agents to the list, which can view the list of contacts in the agent interface

Settings

In the Settings General section you can:

• Modify the name and description

• Optionally assign a Dial Prefix, used with click-to-dial features in Omni Desktop Contacts and My Contacts sections.

Whenever a contact from the specific list is dialed, the configured prefix will be automatically prepended to the phone number. This enables the system to match the correct outbound route—which must already exist in the configuration—based on the prefixed number pattern.

E.g. if you assign the Dial Prefix value 4 to a list, then when using the click-to-dial features in the Omni Desktop Contacts or My Contacts sections, each contact in that list will automatically have the prefix 4 added to their phone number before dialing.

Custom fields

You can define additional fields for contacts specific to this list.

To add a custom field, click Add and configure:

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• Alias: display name visible on the contact’s view

• Type: type of the custom field, among:

  • Text: plain text input field

  • Select: dropdown (single choice). To add the choices for the select, write the text and click enter.

  • Number: numeric input

  • Switch: toggle switch with values true/false

  • Datetime: Date and time picker

• Required: toggle ON if the field is mandatory

• Click to Action: enables click-to-dial action in the contact view

At the end, click Add to confirm. Once created, the field will appear when adding or editing contacts in that list.

Dispositions

A Disposition is a label (or a set of labels, maximum in a three level hierarchy) that can be applied to interactions records to describe them.

List-specific dispositions are only visible when agents manage contacts from that list. You can create a new List-specific disposition clicking on Add and indicating:

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

• Description (optional)

• First Level Disposition (optional): choose, from among the dispositions already present in the system, a disposition to which this refers in a two-level hierarchical relationship. If you don’t select a first level disposition, the created disposition will be considered itself a first level one.

• Second Level Disposition (Optional): choose, from among the dispositions already present in the system, a disposition to which this refers in a three-level hierarchical relationship 

Add contacts to a list

Admins or users with appropriate permissions can add contacts:

1. Go to Contacts Manager → Lists

2. Click Show Contacts for the desired list

3. Choose:

   1. Add Contact to manually insert one contact

   2. Import Contacts to upload multiple contacts via CSV

Add agents to a list

To allow agents to view and manage contacts in a list:

1. Click Add Agents to List

2. Select the agents from the modal list

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Changes are applied immediately

→ : right arrow to add the agent to the selected column

>> : right shift to add all the available elements

← : left arrow to remove the selected agent from the right column

<< : left shift to remove all the selected elements

 

Exporting lists or contacts

To export all contacts of a list in CSV:

• Locate the list and from the dropdown menu click on Export to CSV

• or select the checkbox on the left side of the Lists to export and click Export to CSV button.

Delete all contacts in a list

FROM VERSION 3.59.0

To delete all the contacts in a list:

1. Go under Contact Manager → Lists

2. Find the list of interest and click the three-dots menu

3. Select Delete Contacts

Delete lists