System Setup

Create an Outbound Queue

An outbound queue is a list of customer details to be contacted by dialing out. To create an outbound queue, choose Configuration from the Navigation bar then click on Agents, Teams and Queues. Then click on the Queues tab.

Optimizing Queue Settings

The queue settings can be manually modified to suit your contact center. The options for an outbound queue allow modifying the retry times and max Attempts so the system will dial the number again.

Create an Inbound Queue

An inbound queue is necessary to receive and manage incoming calls. To create an inbound queue, navigate to the Agents, Teams and Queues from the Configuration menu and select the Queues tab.

Assign Agents to Queues

You can assign agents to specific queues from Agents, Teams and Queues under Configuration. To assign an agent to specific queues, click the gear icon of the right side of the agent to be assigned, then select Assign Queues.

Create Outcomes

Call outcomes are required when finishing a call with a customer. Not only are they needed to complete the call, but they are vital to the reporting features of the system. They can also be used in conjunction with other reports to monitor overall business and agent performance. To manage Outcomes, hover over the Configuration icon in the Navigation bar and click on Outcomes and Tags.

Import Data

The import data section allows you to upload CSV files which are used in the system as a Dataset. This will then dial out records once you have assigned the dataset to an outbound queue. For the import data tool, hover over the Data icon in the Navigation bar and click on Import Data.

Top Up and Billing 

The Billing Overview provides a general overview of how much you have spent over the last 6 months in a month by month breakdown.

To top up your balance, hover over the Configuration icon from the Navigation bar and click on Billing. Click on the Top Up button located on the top right hand corner of the screen.


Next Steps

Log in and get to know the ContactNow Interface

Additional privileges let you manage agents, queues, and generate reports.