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ContactNow: Data not Dialing
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ContactNow: Data not Dialing

Symptom

If your agents aren’t receiving any automated outbound calls, and your agents appear as Available for long periods of time on the status board, this could be the result of your dataset not dialing.

Applies To

ContactNow

Cause

If your data is not dialing there could be several causes including:

  1. Negative balance
  2. Dataset Status
  3. No available records
  4. No agents assigned to the queue that the dataset is assigned to
  5. Turned off queues

Resolution

Balance

First verify that your account has a positive balance. Admin users can view the balance in the top right of the administrative interface, next to the Top Up button.

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Admin users can also choose whether supervisors and agents can see the balance. To show or hide the balance hover over the Configuration icon from the Navigation bar and select System Setup and then Global Agent Options.

Dataset

Verify that your datasets are set to LIVE status so the dialer can begin working on calls.

Dataset status can be changed by navigating to Data > Dataset Management, and editing the desired dataset.

CN_Dataset_HOLD_LIVE.jpg

Click on the icon to the far right of your dataset to edit it. You will be able to assign an outbound call Queue, change the Priority, and set the Status to Live.

Call Back Status should be set to All Records to ensure all previously attempted records are called back. This may change depending on the rules set in your contact center’s Max Attempts settings.

data-datasetmanagement-dataset-edit_0-500x301.png

Records

A fresh record is data that has not yet been attempted by the dialer. To check fresh data you have available go to Dataset Management from Data. You will be able to view how much fresh data you have available to dial by hovering over the progress bar of a dataset.

data-datasetmanagement-dataset-details_0.png

Available Now indicates the number of records that are ready to be dialed and gives a percentage against the total records.

Available Later displays how many records have been called and have had an incomplete outcome set against them; which may include Answer Machine, No Answer. The retry times set on the outbound queue will determine when they become available to be dialed, they will then move and show under the available now total.

Agents

You will need to ensure your agents are assigned to the same queue your dataset is assigned to. To check this navigate to the Queues tab in Agents, Teams and Queues, and select Queues.

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Check to see if your agents are assigned to the right queue click on the specific agent to view which queue they are assigned to. To assign agents to the queue, click on the cog icon to the right of the queue, and select Assign Agents.

Configuration-agentsteamsqueues-teams-deleteteams.png

Tick the agents you want to assign and select a priority level for them on the queue.

Queues

Ensure that your dataset is assigned to an outbound queue, and that agents have been assigned to that queue. Even if your agents are not available the dataset will dial when an agent becomes available. If your dataset is still not dialling then it could be that the priority setting on the queue is switched off.

To check to see if the outbound queue your data is assigned to is turned off you will need to edit the queue. Hover over the Configuration icon, choose the Queues tab from Agents, Teams and Queues. Select the outbound queue your dataset is assigned to and edit it from the gear icon on the right hand side of the queue. Head to the settings tab and turn the Priority from Off to On.

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