Modifying Contacts

Modifying contacts in Issabel Contact Center is a key functionality within the Dialer module, as it allows updating, editing, or correcting the information of phone numbers that are part of dialing campaigns.

Where is Contact Modification Done?

It is done in the Numbers section within the Dialer in Issabel Contact Center. From here, administrators and supervisors can view, modify, and recycle contacts according to the campaign strategy. It is also possible to update a contact from the Groups tab of the Dialer.

Parameters that can be modified from the Numbers tab

From this tab, you can edit records and modify the contact information of the calls:

• Basic contact information:
  
  • Name: You can update the name of the customer or prospect.
  • Destination (Phone number): If there was a typo in the number, it can be corrected.
  • Caller ID: It can be modified if necessary.
  • Variables: These parameters, delimited by the key = value format and separated by the | character, can also be modified from this section.
  • Other specific call parameters can also be modified from this section. Parameters not allowed to change from this section will be disabled for editing, such as: Last Update, Dial status, Unique ID, Dial attempts.

Modifying contacts from the Groups tab

From this tab, you can manually modify the general contact information such as Name, number, Caller ID, and variables. It is also possible to modify the contact's group name.

It is also possible to bulk modify the contact records in the database. To do this, you need to export the current contacts in CSV format from the corresponding button within the groups tab of the Dialer section, modify the data in the CSV file with a text editor or specific application for this purpose, and import the updated file back into the system. It is important to remember that the format of the CSV file should be as follows:

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

• Database error correction ensuring that the numbers are valid and functional.
• Campaign optimization by updating customer and prospect information.
• Better resource management by avoiding dialing incorrect or inactive numbers.
• Better user experience by ensuring that agents have accurate information about each contact.

Modifying contacts in Issabel Contact Center is a powerful tool that allows keeping the contact database updated and clean, thus optimizing the efficiency of dialing campaigns.

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