Group Configuration

In Issabel Contact Center, in the dialer section, groups play a fundamental role in the organization and management of campaigns, considering that the Dialer must receive a list of numbers to dial. To simplify management, the Dialer section uses the concept of groups. From the corresponding tab, you can add/edit or import group numbers. It is also possible to add all group numbers to any campaign from this page.
To access the campaign groups within Dialer, navigate to: Contact Center → Panel Manager → Dialer → Groups. It is also possible to access via the URL: https://pbx_domain/fop/admin → Dialer → Groups.

To import or create phone numbers, it is mandatory to fill in the Group field corresponding to them. The basic fields to create a group are:

• Group: Name of the group for a particular contact. Any logic can be used in that name, such as "Test", "Sales", "Prospects" or any other name that simplifies campaign management. As will be shown later, there is an option to import all group numbers into a particular campaign.
• Name: The name of the person or contact. This variable will be available in preview mode, as well as in the agent's script or form, if any.
• Number: Phone number to call for the contact.
• Caller ID: Caller ID to be used when calling the contact (if empty, it can be automatically filled when adding group numbers to a campaign, as explained in the next section).
• Variables: A list of variables separated by the Pipe character, where it should be variable = value to pass to the dialer. These variables will be available for phone or agent scripts.

Creating Multiple Records Using Ranges

It is possible to create a range of numbers directly through the graphical user interface by filling in the number field with two numbers separated by a dash. For example, to create 100 records from numbers 555000 to 555099, simply add a new record and in the number field enter:

55000-55099

Once this is done, you will have 100 new records created for that group in a single step.

Carga de listado de números

Another way to import numbers is directly by importing CSV files. The CSV file format is as follows:

groupname,name,number,clid,vars
Sales,John,5550000,18002223333,VAR=VALUE|VAR2=VALUE2
Sales,Mary,5550001,18002223333,VAR=VALUE|VAR2=VALUE2

If there is any incorrect or incomplete information, or additional information needs to be generated, please write to isscc@issabel.com