Adding a List-based Outdialler Widget

The following describes how to add a widget to a configuration that will let an Agent participate in a series of automated calls to a pre-defined list of phone numbers. During these calls, the Agent will be given a script to follow, and the responses given to that script are automatically recorded against the corresponding entry in the list.

  1. Enable list-based outdialling for the Customer.
  2. Create a dialling list using the type Outdialler Campaign List.

    The dialling list must include a single field of type Phone Number to be used by this widget. It should also include any fields you wish to use to collect data during calls made by the widget.

  3. Create a suitable script for use on list-based outdialler calls.

    The easiest way to create this script is to base it on your dialling list. Either way, you can then manually associate script items with fields in the list, causing responses to script questions to be recorded against the relevant list item automatically.

The configuration used to make list-based outdialler calls must also include all of the following:

  • An In/Out widget for logging in and out.
  • A Current Call Details widget for handling the actual calls.
  • A Web Page Area widget for displaying the required script and collecting responses.
  • A VoIP Phone widget, using either IAX or WebRTC depending on whether the configuration is to be accessed via a web browser or the desktop app.

Agents needing to use this configuration must be set up to use either IAX or WebRTC. They must also be permitted to make outdialler calls.

Implementation

  1. Access the list of configurations for the intended Customer.

    1. Access the resources page for the intended Customer.

      1. Access the details page for the intended Customer.

        1. Type the Customer’s name into the search field at the top of any page.
        2. Click the intended Customer in the search results. This opens the Customer Details page.
      1. Select the Customer Resources tab.
    1. Click the CC4Web Configurations hyperlink.
  1. Launch the intended configuration.

    When viewing the list of available configurations:

    1. If you don't want the configuration to appear in a new window, un-tick the first check box.
    2. Use the first drop-down to select the name of an Agent to simulate when you launch the configuration.
    3. Locate the configuration you want to access, and click its Launch button.

    Always remember to save any intended changes before exiting this mode.

  1. Click Enter Design Mode.
  2. Click Whole Config Properties. This will open the Properties page for the configuration. On the left-hand side of this page you will see a hierarchy of all current widgets.
  3. Click the Add Another Widget option for where you'd like the widget to appear, which can be either the main window or a tab strip.

    You can add a new tab strip here if needed, as explained in Adding a Tab Strip.

  4. On the right-hand side of the page, locate the List-based Outdialler widget.

    The widgets listed here are sorted according to the type of licence required to operate them.

  5. Click Add This Widget. The page will update, and the new widget will be selected, presenting you with its General tab.
  1. Use the List to Use drop-down to select the intended dialler list.
  2. Use the Script drop-down to select the corresponding Agent script.
  3. Select the Workflow Settings tab.
  4. If you want the Agent to be immediately connected to the next contact in the list when they end their call to the previous contact, tick the Option: SHOW_AND_CALL check box.

    While this speeds up the process of calling everyone in the list, it does mean the Agent will have less time to review each call.

  1. Select the Styles and Layout tab.
  2. Use the options provided to fine-tune the appearance of the widget.

    Header

    OptionDescription
    Option: NO_HEADERWhether the widget’s header should be hidden.

    Font Size and Colours

    OptionDescription
    Zoom / Magnification LevelUse the drop-down to select a UI scale for this widget, from 10% (x0.1) to 1000% (x10). This defaults to 100% for all new widgets.
    Highlight (Larger) Font Size and ColourUse the two drop-downs to select an alternative font size and colour for certain text in the widget, including its heading. The default size is 16, and the default colour is black.

    Widget Background and Borders

    OptionDescription
    Background ColourUse the drop-down to select a background colour of the widget. The default is white.
    Border ColourUse the drop-down to select a border colour for the widget. The default is black.

    Auto-sizing (to fill window space)

    OptionDescription
    Auto-size optionsUse the drop-downs to select whether the widget should adjust in response to the browser window being re-sized. This is done individually for horizontal and vertical changes.
    Option: Fill TabIf the widget has been placed inside a tab, enabling this option will cause it to occupy the maximum available space in that tab.
  1. Click Save Changes to confirm creation of the widget.
  2. Repeat this process until you have all the widgets you need.
  3. Click Return to Cxp Agent Experience.

    You should ensure each new widget is appropriately sized, positioned, and styled to fit in with the rest of the configuration. This can be done after adding each new widget, if you prefer.

  4. When you've finished making changes to the configuration, click Exit Design Mode. It is now safe to close the current window or tab and return to the Admin portal.

Further Reading