Uploading a Personal Connection Calling List
- Pablo Esteban Estrada Vargas
Create a list in Excel
The Excel list must have the following required fields to do a one-to-one match within the required selections in CXone:
Record ID Number
Phone Number
First Name Last Name
First Name and Last Name
Email (If email is being sent out)
Zip Code
Save your Excel file with a unique file naming convention. You may not use an existing naming convention.
Before Uploading a Calling List, confirm that the Outbound Skill is “Stopped”. If Outbound Skill is “Active, “ the autodialer will start running your new list automatically.
To stop the Outbound Skill go to ACD >> Skill Control >> Stop or Force Stop
Additionally, “Do Not Run” schedule for Personal Connection until hours have been established. If this is not clarified, the schedule will override the Outbound Skill and start the jobs.
If you are using a Personal Connection skill with set hours scheduled. Ensure hours are set to “Do Not Run” until you are ready to go live and have the required staff to handle any calls that are redirected to agents.
Go to ACD >> Skills >> Open Personal Connection Skill >> Parameters >> Schedule.
The scheduled hours are set by your business unit. Check “ Do Not Run”
Uploading your List
Go to ACD >> Lists >> Calling >> Select File
Fill in the required fields *
Select the desired Personal Connection skill and upload your calling list file.
Click Next
Map Destinations
Mapping your Excel file columns to the calling list helps CXone Personal Connection skill identify the required fields needed to make the outbound calls.
To map email, scroll to the bottom of the page and add “Email” to its corresponding column within your Excel file.
Click Next to finalize your calling list. You should be redirected to the “List Processing” page. Check the Imported Status is set to successful. If the processing page has any errors, then the list mapping was set up incorrectly and you will need to redo your configuration.
Starting the Auto-Dialer
Two steps to follow when starting your auto-dialer campaign.
On the Personal Connection skill go to Parameters >> Schedule >> Edit and set your schedule hours for the auto-dialer.
If the auto-dialer skill does not run automatically within the scheduled hours, head to the ACD >> Outbound >> Skill Control and start your Personal Connection skill.
Deactivating an Active List
Some calls may show up within your Outbound Skill as “Retries”, in the case those are no longer needed, then you can open your active list through ACD >> List >> Calling and open the active list >> Select “Deactivate”