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Using the Enterprise Account

As the Enterprise Manager, you can sign in to the enterprise account from the Account listing page. The enterprise account is identifiable by the word (Enterprise) as a part of the name. Many of the features that are available to individual accounts are also available to the enterprise account. The enterprise account, however, provides a way for you to perform some functions globally across all individual accounts. From the enterprise account, you can perform the following functions:

  • Create new campaign strategies, similar to templates, which you can make available to all individual accounts. You can also edit existing campaign strategies.
  • Create enterprise-wide date and location compliance rules and contact suppression list(s) to prevent attempts to specific devices or Client ID's by any sub-campaign running under any individual account in the enterprise.
  • Import a PGP encryption key.
  • Import input and output specification files, which you can make available to all individual accounts.
  • Import a script, or scripts, to be used during outbound campaigns.
You can also perform the following functions, which apply only to the enterprise account:
  • Change the personal information and default campaign for the enterprise. On the Settings page, open the Enterprise section. To change personal information, type the new information in the appropriate field and click Save Settings. You cannot change the account phone number.
  • Change the password for the enterprise account. Click the Tools icon at the top left and click Change Password. Type the existing password in the Old Password field, type and confirm the new password, and click Change Password.
  • If enabled, change the billing information for the enterprise account. On the Settings tabbed page, click Billing Info, enter or select the new values, and click Save Information.

From the Accounts -> Find Accounts page of the Enterprise Manager, click Find Accounts. Identify the Enterprise Account and click Sign in.

On the Campaigns page, you can view a list of the campaigns and sub-campaigns available in the enterprise. If you have a campaign configuration that you want to use for sub-campaigns in multiple individual accounts, you can create a template, or campaign strategy, from within the enterprise account. Individual account users can then use the Copy Enterprise Campaign function to copy the campaign strategy into their account, saving time and reducing errors. To create a campaign strategy for use in multiple accounts:

  1. Sign in to the enterprise account.
  2. Select New on the Campaigns tabbed page
  3. Select Outbound Sub-campaign. The New Campaign page appears.

Campaign strategies created in the Enterprise Account can be copied and used as templates by any account in the enterprise.

Refer to the Campaign section of the Account Manager help for information about how to configure a campaign strategy.

Import a Specification File

You use specification files to format data that is not in a standard format into a format that the system can understand.

The character set to be used during import and export of data (such as in lists and reports) is defined per account or enterprise and defaults to ISO 8859-1 (ISO Latin 1). The system supports the default, ISO 8859-1, as well as UTF-8 and Windows-1252. To use a character set other than the default, your system administrator must request the change. If made at the Enterprise level, all newly created accounts within the enterprise will inherit the updated character set.

When uploading data, it is important to use the correct character set, especially if your data contains non-ASCII characters. Using an incorrect character set may cause some characters, such as accented characters, to appear as other characters.

There are two types of specification files:

Input specification files—Use input specification files to tell the system how your contact list data is structured. For example, if you export contact data from an existing database to a comma-, tab-, or pipe-delimited file, you can use an input specification file to tell the system which fields to extract from the data, and where those fields are located in each line of data.

Output specification files—Use output specification files to tell the system how to custom-format data in various reports that are generated from individual accounts. You can use different output specification files for different reports, including:

  • Contact Center Detail reports
  • Dialer Detail reports
  • Campaign Detail reports
  • Account Contact Center Detail reports

Once you have the files you need, use the following steps to import them into the enterprise account:

  1. On the Reports tabbed page, select Specification Files. The specification files list appears. Initially, this list is empty. After importing the files, they appear on the Specification File list.
  2. To import a new specification file, click New. The Add File page appears.
  3. Select the type of file you are importing. For input specification files, always select Input. The other file types are all output specification file types for various reports and include the following: AccountCallCenterDetail: - For custom formatting of Account Contact Center Detail reports. CallCenter: - For custom formatting of campaign or sub-campaign Contact Center Detail reports. CampaignReport: - For custom formatting of campaign or sub-campaign All Attempts, All Contacts, or Best Contact Detail reports. DialerReport: - For custom formatting of campaign or sub-campaign Dialer Detail reports. Input: - For extracting data from your contact information. You use these files when importing new contact lists.
  4. Click Browse to locate the file on your PC or network.
  5. Select the appropriate file. Input specification files must be text files with an SPC extension. Output specification files must be Excel files with an XLS extension.
  6. For the specification file to be available to all accounts in the enterprise, select Public Template. If you select this option, the file is not shown on the specification file list of individual accounts, but it is selectable from the Specification File drop-down list of the report window when an account user is generating a new report. If you don't select this option, the file is available only to the enterprise account.
  7. Click Import Specification.

Import a DC Script

If you have a Direct Connect (DC) script that you use in multiple individual accounts, where the only difference in each account is the Direct Connect number specified in the script, you can import the script into the enterprise account. It will then be available to all of your individual accounts. When individual account users are setting up a new campaign using the script, they can specify the Direct Connect number they want to use for the campaign.

IMPORTANT

When importing a Direct Connect script into the enterprise account, do not include the Direct Connect number in the DIRECTCONNNECT portion of the script. If you do, individual account users will not be able to specify the DC number when configuring a new campaign.

To import a new script into the enterprise account:

  1. On the Scripts tabbed page, select Import Script. The Select Script page appears.
  2. Enter a name and description for the script. These appear on the Scripts tabbed page, so enter a clear description of what the script does.
  3. Click Browse to locate the script file on your computer or network.
  4. Select the file (which must be a JAR file) and click Open to select it.
  5. Click Next. The Configure Script page appears. The tabs you see depend on the contents of the script.
  6. Click Complete Import. The script appears on the Scripts tabbed page.
  7. Test the script as described in the Account Manager online help.

You can use the Regional Compliance feature to define different time restrictions for each day of the week for each U.S. state, Canadian provinces, the District of Columbia, and U.S. territories. Messaging attempts to your contacts in those states, provinces, and territories will be limited to the time frame you define on each day, regardless of your contact center hours and sub-campaign/pass time frames. For example, if you have sub-campaigns running from 8AM to 9PM local time, and you restrict attempts in New York to 9AM-7PM, no attempts will be made to anyone in New York until 9AM and will end at 7PM. Messaging attempts will still be made during the entire 8AM-9PM time frame in all other states.

Note that your contact center hours on a given day, as well as your sub-campaign time frame, can also restrict messaging time. For example, if your contact center weekday hours are 9AM-9PM America/Chicago and your sub-campaign time frame for Monday-Friday is 8AM-6PM local time, messaging in Massachusetts on weekdays would not start until 10AM America/New York time (when your contact center opens) and would end at 6PM America/New York time (when your sub-campaign ends in the America/New York time zone). Under no circumstances would messaging ever occur on a weekday in Massachusetts before 9AM or after 8PM local time, even if your contact center is open and your sub-campaign is running outside of those hours.

The Do Not Contact Date feature allows you to define a specific date (for example, New Years Day, January 1) on which no attempts will be made to any device in any account in the enterprise during that 24 hour period (midnight to midnight, local to the device.)

If a Do Not Contact Date is defined for the current day, any pass already running will continue to completion, but no pass in a pending state will launch on that day.

NOTE:
The compliance rules you define in the Enterprise Account apply to all of the individual accounts in your enterprise. In the individual accounts, the rules appear as read-only and cannot be edited.

Allowed Contact Times by Region

To define or edit regional compliance rules:

  1. Sign in to the enterprise account.
  2. On the Campaigns tabbed page, click Compliance and select Compliance Tools. The Compliance Tools page appears.
  3. To edit a regional compliance rule, expand the Allowed Contact Times by Region section, select the region from the State/Province list and edit the rule as required.
  4. To add a regional compliance rule, click New. The Add State/Province dialog appears.
  5. Select the desired state or province from the Select State/Province drop down.
  6. For each day of the week, choose Unrestricted, Select Hours, or No Contact.
    Unrestricted allows contact attempts to occur from 9:00 AM to 9:00 PM.
    Select Hours allows you to explicitly define the hours for making contact attempts for that day.
    No Contact restricts all contact attempts on that day.
    If you have the same time restriction for all seven days of the week, define Monday's contact attempt strategy and then select All days have the same contact time box.
  7. After defining the restrictions for each day of the week, click Add Allowed Contact Times.
  8. Repeat these steps for each state/province/territory for which you need to define or edit regional compliance rules.
  9. The changes become effective immediately upon saving.

Do Not Contact Dates

To define or edit date compliance rules:

  1. Sign in to the enterprise account.
  2. On the Campaigns tabbed page, click Compliance and select Compliance Tools. The Compliance Tools page appears.
  3. To edit a date compliance rule, expand the Do Not Contact Dates section, select the date from the list and edit the rule as required.
  4. To add a date compliance rule, click New.
  5. The Add Dates dialog appears.
  6. Optionally, enter a label for the date in the first field, such as Thanksgiving.
  7. Select the desired date from the calendar or enter it into the date field. The Do Not Contact Date period is midnight to midnight, and will suppress all attempts on all devices on that date, regardless of timezone.
  8. To define additional dates, click the plus sign.
  9. After defining the do not contact dates, click Add Dates.
  10. The changes become effective immediately upon saving.

Do Not Contact Location Rules

To define or edit location compliance rules:

  1. Sign in to the enterprise account.
  2. On the Campaigns tabbed page, click Compliance and select Compliance Tools. The Compliance Tools page appears.
  3. To edit a location compliance rule, expand the Do Not Contact Location Rules section, select it from the list and edit the rule as required.
  4. To add a location compliance rule, click New.
  5. The New Location Rule dialog appears.
  6. Enter a name for the location rule.
  7. If the rule is required, check the Required box.
  8. Indicate the priority of the rule by entering any positive whole number not already used.
  9. From the Determine Location By: drop down list, select Device if the location is to be determined by the area code of the device or Client ID if the location is to be determined by the information associated with the Client ID.
  10. From the Do Not Contact Location: drop down list, select from the following options: Anywhere, Time Zones, Countries, Regions, or Area Codes and select the identifier from the associated drop down list.
  11. In the Using Channel(s): section, select Voice.
  12. After defining the do not contact location rules, click Save.
  13. The changes become effective immediately upon saving.


Create an Enterprise-wide Suppression List

You can suppress contacts from being attempted on an enterprise-wide basis by using the Enterprise Suppression feature.

Enterprise suppression, set up in the enterprise account from the Campaigns tabbed page, allows you to associate one or more unique suppression lists to all accounts in the enterprise, thereby preventing specific contact attempts from being made from any campaign or sub-campaign in any account.

The Enterprise Suppression user interface provides a complete list of all suppression lists available to be used in an enterprise on a single page. At a glance you are able to see the name of each list, whether it exists at the Enterprise or Account level, the Size - or number of records - in the list, the number of accounts using the list, whether or not use of the list is required or optional, the number of days before - or if - each device or client ID is removed from the list, the Type - either Client ID or Device, and the Channels - Voice, Text and/or Email.

In addition to creating or importing a suppression list, you can use the enterprise suppression user interface to add additional devices or client IDs directly to an active list, even as a sub-campaign is running.

Enterprise suppression provides the means to honor your customers preferences and segmentation. You can suppress a single device, such as an email address, and leave other devices, such as the home phone number and cell number, available. Or if a customer requests it, you can suppress all devices in the record by suppressing the Client ID.

With multiple suppression lists, you have the ability to manage separate voice, text and email suppression lists. You can also associate a single list to multiple campaigns, eliminating the need to duplicate a list in order to use it with campaigns having different purposes.

Contact Suppression Lists

To define a contact suppression list:

  1. Sign in to the enterprise account.
  2. On the Campaigns tabbed page, click Compliance and select Contact Suppression Lists. The Contact Suppression Lists page appears.
  3. Click Add -> New List to create a suppression list or Add -> Import List to import an existing list.
  4. Select Edit to edit an existing list, Delete to delete a list or Export to export the list as a file.

To view or edit account information and settings for the enterprise account or an individual account in the Enterprise, click the appropriate account name in the Account Name column. The Account Settings page appears with the Account Settings page active. Note that these settings can also be accessed from the Account Manager by clicking Settings from the menu bar and from an agent group by clicking Edit -> Edit. To edit the Account settings:

  1. Expand the General section and click Edit to edit the information as required. The options are as follows:
    Account Name: - Change the Account Name.
    Automatically Sign Out: - Change the default idle time allowed (from 1 to 120 minutes) before the Account Manager is automatically signed out.
    Automatically Delete Lists: - Change the number of days (from 1 to 90 days) after which a list is deleted.
    Automatically Delete Scripts: - Change the number of days (from never to 180 days) after which a script is deleted.
    Country Code: - Change the country code from the available list.
    Locale: - Change the locale from the available list.
    Time Zone: - Change the time zone from the available list.
    Reports Default Time Zone: - Change the time zone used for reports from the available list.
    Time Zone Source Allowed: - Change the time zone source from the available options: Device, Contact, Contact then Device or Contact and Device.

    The default ordering for outreach for both voice and text messages is the time zone of the phone number being contacted. Contact-based Time Zone selection allows you to identify when to launch calls for customers that have different or missing area codes and postal codes in their records. Select from the following contact methods:
    Device: - (Default) Select Device to use the area code of the device to determine the time zone in which to launch a call. This is the default behavior unless otherwise specified.
    Contact: - Select Contact to use only the contact time zone, provided in a customer's record, to determine when to launch a call. (If there is no postal code provided, the record will be filtered.)
    Contact then Device: - When selected, this contact method uses only the contact time zone, provided in a customer's record, to determine when to launch a call. (If there is no postal code provided, the system will then look to the area code of the device to determine when to launch.)
    Contact and Device: - When selected, both the area code of the device and the contact time zone provided in the record are compared. If there is a time zone mismatch between the two pieces of information, the record will only be dialed during a ‘safe’ window – meaning calls will only launch when it is neither too early or too late in any time zone (as governed by FDCPA guidelines)
    Note that there are specific instances where the use of Contact and Device will cause the contact to be filtered. In particular, if either the contact postal code or the device area code is in a state/province/territory in which a compliance rule has been defined, no attempt will be made.
    Start Time: - Change the start time.
    End Time: - Change the end time.
    Charset: - Select the desired character set.
    Client ID Format: - Optionally define the accepted Client ID format.
  2. Edit the Max Attempt Inputs settings as required. The options are as follows:
    Use the Voice Attempts Per Minute: dropdown to select the maximum number of voice messages to attempt per minute.
    Use the Text Attempts Per Minute: dropdown to select the maximum number of text messages to attempt per minute.
    Use the Email Attempts Per Minute: dropdown to select the maximum number of email messages to attempt per minute.
  3. Click Save Settings.

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This page was last modified on March 27, 2017, at 14:11.