Configuring outbound preview dialers for Zoom Contact Center

• Automatic Mode: Calls are automatically placed once the preview timer expires.
• Manual Mode: Agents must manually accept and initiate the call.

Requirements for configuring outbound preview dialers for Zoom Contact Center

• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license with Premium or Elite package
• Voice queue created with outbound calling enabled

How to create a contact list

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Campaign Management.
3. In the Contacts tab, click Create List.
4. Enter an internal Name and Description for the contacts list, then click Add.
5. Follow one of the below sections to import a CSV or manually add a contact.

Manually add a contact

1. Click Add Contact.
2. Fill in the fields, then click Save to manually add the contact.

Import contacts from address books

1. Click Import.
2. Select Import from Address Books.
3. Select the address books to import to the contact list.
4. Click Add.

Import contact from a CSV file

1. Click Import.
2. Select Upload CSV file.
3. Click Download CSV Sample in the web portal to download a sample CSV file and view the fields.
4. Fill out the CSV sample using spreadsheet software like Microsoft Excel.
5. Click Upload CSV and select your completed CSV file to start the bulk import process.
   Note: If there's an error in one or more fields, the process will not complete. You will receive an error message explaining why the import failed.
6. Click Close if the batch process is successful.

How to create a do not contact list

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Campaign Management.
3. In the Contacts tab, click the Do Not Contact Lists sub-tab.
4. Click Create List.
5. Enter an internal Name and Description for the contacts list, then click Add.
6. Follow one of the below sections to import a CSV or manually add a phone number.

Manually add a phone number

1. Click Add Phone Number.
2. Fill in the phone number, then click Add to manually add the phone number.

Import contact from a CSV file

1. Click Import.
2. Click Download CSV Sample in the web portal to download a sample CSV file and view the fields.
3. Fill out the CSV sample using spreadsheet software like Microsoft Excel.
4. In the Zoom web portal, select one of these options:
   • Add new numbers only: Only import phone numbers in the CSV file that do not already exist in the current do not call list.
   • Replace all phone numbers in the list: Replace all numbers in the current do not call list with the phone numbers in the CSV file.
     Important: All existing numbers in do not call list will be deleted
5. Click Choose and select your completed CSV file to start the bulk import process.
   Note: If there's an error in one or more fields, the process will not complete. You will receive an error message explaining why the import failed.
6. Click Close if the batch process is successful.

How to configure and run an outbound dialer campaign

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Campaign Management.
3. In the Outbound tab, click Add Campaign.
4. Configure the campaign settings:
   • Name: Enter an internal display name for the outbound dialer campaign.
   • Description (Optional): Enter an internal description for the outbound dialer campaign.
   • Dialer Method: Select Preview.
   • Queue: Select a voice queue to use for the outbound dialer.
     Note: The queue must have outbound calling enabled.
   • Call ID number: Select one of the queue’s outbound caller ID numbers to use for outbound dialing. Alternatively, you can click Select another caller ID number to use a custom caller ID number not assigned to the selected queue.
   • Campaign Priority: In the case when multiple campaigns share a single queue, this indicates the priority level indicating the importance of this campaign relative to any others. Contacts in the campaign with the lowest priority will be dialed when there are no more records to be dialed in the higher priority campaign. 1 is the lowest, 5 is the highest.
5. Configure other campaign settings as needed.

Outbound preview dialer campaign settings

Contacts sections

• Select Contact Lists: Click Select Contact Lists, select the contact lists to add to the outbound campaign, then click Add.
• Select Do Not Contact Lists: Click Select Do Not Contact Lists, select the do not contact (DNC) lists to add to the outbound campaign, then click Add.
• Max Attempts per Contact: Select how total number of times the campaign should attempt to call each contact. When a call attempt goes unanswered, the campaign will re-dial the contact after all other contacts on the list have been dialed, and the retry period has elapsed. The retry period must be between 60 seconds and 7 days.
• Contact Number Dial Order: Specify the order in which phone number types will be dialed if contacts have more than one phone number. If phone numbers have duplicate labels, they will be dialed in the order listed in the contact. To change the order, click the up and down arrow, or click the six dots icon then click and drag the number type.
• Always running: Enable to keep the campaign running after contacts are depleted. The campaign will dial new contacts added to the associated contact lists. The campaign only stops when paused by an Admin, otherwise the campaign remains active, even when 0 available contacts. New contacts will be dialed as they are added to the contact list.

Preview section

• Dialing Strategy: Select between Automatic or Manual dialing modes:
• Automatic Mode: The system places the outbound call automatically after the preview timer expires.
• Manual Mode: Agents must click Accept for the call to be dialed by the outbound campaign.
• Preview Timer: Set a timer between 5 to 60 seconds. The timer counts down before the call is initiated automatically.
• Max Skips Allowed: Select whether to allow the agent to skip outbound engagements.
• Allow agent to ignore preview notification: Click the toggle to ignore preview notifications. When ignored, the agent's status updates automatically based on the Auto Update Status settings in the Preferences page.

Connection Settings section

• Max Ring Time: Enable to disconnect unanswered calls after the specified period of time has elapsed. If enabled, the max ring time must be between 5 (default) and 120 seconds.

Hours section

• Contactable Hours: Specify the hours that the campaign will dial contact when the campaign is in the Running status.
  • Use Queue Operating Hours: Use the operating hours set in the associated queue.
  • Custom Hours: Use operating hours set at the account level.
• Closures: Select the checkbox to exclude closure hours from the campaign operating hours.

How to add campaign skip reasons

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Preferences.
3. Under Account, click Agent Status and Experience.
4. Under Outbound Campaign Skip Reasons, click Manage next to Campaign Skip Reasons.
5. Click Add Reason and complete the following fields:
   • Reason Name: Provide a display name for the skip reason.
   • Assign to Queues: Click the drop-down and select the queues this reason will apply to.
   • Enable: Click the toggle to enable the skip reason.
6. Click Save.
7. To manage existing reasons, to the right of the reason name, click the ellipsis icon and select one of the following:
   • Edit: Modify the details of the reason.
   • Delete: Remove the reason.
     You can also assign or delete multiple reasons at once by selecting the checkboxes next to the reason names and choosing the appropriate action.