Set up dialout lists for campaigns

This information is primarily for administrators and/or people who manage Zylinc solutions

With dialout lists (also known ad dial lists), your organization can easily make your agents call many different people, for example if your organization runs a marketing campaign:

Instead of giving each agent a long list of numbers to manually enter and call, you can set up and schedule dialouts centrally, so that your agents can call relevant people with a single click at the required time.

Dialout works with Zylinc Contact Center and Zylinc Service Center.

Many countries have legislation that determines what you're allowed to do with telemarketing. Make sure that you follow the legislation in your area.

If you have many numbers that agents should call, create a CSV (Comma-Separated Values) file with the required information, and import it into your Zylinc solution:

The CSV file must be in ANSI/ISO-8859-1 format, and you must format each line like this:

[DisplayName],[Number],[Note],[DateTime]

The parameters represent the following:

  • DisplayName: The name of the dialout task as it should be displayed to the agent (mandatory).
  • Number: The phone number to call (mandatory).
  • Note: Any note that can help the agent when they make the call (optional).

  • DateTime: When the call should be made (optional). If you use this parameter, specify date and time in this format:

    dd-MM-yyyy HH:mm

    If you don't specify a date and time, the call will be made as soon as possible.

Examples:
• Campaign call,123456,Offer free upgrade,15-09-2020 14:30
• Campaign call,123456

The examples use commas as separators. You can also use semicolons, but you can't mix the two.

When your dialout list CSV file is ready to import:

  1. In the Zylinc Administration Portal menu, select INSTALL, and make sure that Dial Lists is selected.

  2. Then, in the menu, select QUEUES > Dial Lists.

  3. In the Import section, select which queue you want to import the dialout list to.

  4. Click the Choose File button, and select your CSV file.

  5. Select the separator that your CSV file uses (comma or semicolon).

  6. If your CSV file contains a header line, select the Headers check box.

  7. Click the Upload button.

If you only have a few numbers that agents should call, you can create each dialout manually:

  1. In the Zylinc Administration Portal menu, select INSTALL, and make sure that Dial Lists is selected.

  2. Then, in the menu, select QUEUES > Dial Lists.

  3. In the Dialout section, select which Queue you want to perform the dialout.

  4. Specify the Number to call.
  5. In the Display name field, specify the name of the dialout task as it should be displayed to the agent.
  6. Specify the Date and Time on which you want the call to be performed.
  7. Optionally, specify any Note that can help the agent when they make the call.
  8. Click the Create button.