[TS] Outbound (Dialer and Preview)Troubleshooting

 No Leads to Agents/Dialer Not Dialing

A common ticket submitted from clients is that there are no leads being delivered to agents for dialing, these steps can be used to diagnose the issue for both Power Dialer and Preview dialing methods.

 Steps for Finding the Solution

Below are the beginning steps to follow, which in most cases will solve the issue for the client

1. First check the lists and the preview

   1. Are there leads showing?

   2. If no, check the available leads under “Manage Leads”

      1. If the leads are “Dormant” they will need to be scrubbed

      2. If leads are available “Dialable Now” we will need to look further

2. Check the List settings

   1. Under the “New” list, is it including “Touched Leads”

      1. If yes, this needs to be changed to “No” and updated

   2. If the “new” and “touched” are separate, we will now need to check the DNC statuses

      1. is the list set to observe DNC

      2. if yes, have the clients selected DNC statuses with which to dial?

         1. if no, this will need to be confirmed and those status selected

         2. If they have, you will need to check the DNC.com as there could be a state or states observing holiday or state of emergency, which would stop dialing into those states.

   3. Next we would check simply that no one accidentally suspended the list.

   4. If the list is a “Touched” list, next would be to check the max attempts, if the client is dialing leads 6 times, they may have forgotten to adjust this and left it at “2”.

      1. refer to the sheet the leads exist on and check the “Total Dials”. If this is the case, reach out to the client and confirm the max touches.

         1. Make the adjustment.

   5. With our new blended dialing in the power dialer, the client may have turned the touched ratio to “0” to dial through the “New” leads.

      1. Check the dialing ratio and make the adjustment.

3. There could be a case where the client set business hours.

   1. Navigate to the campaign screen and check to ensure the business are set correctly for the time periods the client is attempting to dial.

      1. Be sure to confirm these with the client after making the initial adjustment to get the the client dialing.

4. If the above steps are all in order it may be a setup issue.

   1. Confirm that when the OB campaign was created, the client set the lead method to “List” and created the sheet linked to the program.

      1. It can occur that clients will attempt to reuse an OB campaign and try to dial from a new or different sheet.

      2. This is will not work, and we will need to assist them in rebuilding the campaign correctly to ensure the sheet is linked.

         1. This will require the leads to be re-uploaded into the new sheet created and linked.

 Dials Are Being Made and Failing

If the client is reporting that they are making dials, either via the power dialer or preview, but those attempts are all failing. You will want to check the below:

 Steps for Finding the Solution

1. Ensure the client has provided a call ID to investigate.

   1. review the path and the call log

   2. “Bad Number” in the path can lead to a couple options

      1. First is to check the caller ID settings to ensure the OB campaign has a caller ID set to be displayed.

      2. The caller ID can be set and assigned from either the campaign level ie, set campaign default, global caller ID, List setting, or Area Code Specific

         1. If the caller ID is set to the list level, you will need to navigate to each list and ensure a caller ID is set on each list

         2. If Global caller ID is selected, you will need to ensure Global Caller ID is setup.

            1. This is typically setup in the “SingleComm” program and a DID group of “Global Caller ID”

         3. If Area Code specific is selected, you will want to ensure below the caller ID method, the caller IDs have been setup and mapped to the specific area codes.

         4. If Campaign Default is selected, ensure the client has set a caller ID at the campaign level directly below this selection area.

2. If the call path shows a hangup with “Service Unavailable” this indicates a carrier issue.

   1. If the client is reporting this from the power dialer, the carrier currently is Voxtelesys.

      1. Contact @Brandon Badeen (Unlicensed)

         1. If after hours call his cell: 207-949-6954

   2. If this is preview dialing the carrier is Bandwidth and you can check the status for issues on their dashboard

      1. Bandwidth Status

      2. @Brandon Badeen (Unlicensed) @Tim Dorsey @James Murray can submit trouble tickets with Bandwidth if the status is all green.

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