Understanding Account Settings

Account Settings

How to access

The Account Settings page can be viewed by admins in the left side panel.

For AutoReach Professional, it can be found here

For AutoReach Campaign Management it can be found here:

Settings

• Allow Reps to Re-Order/Remove Contacts from Lists

  • On or Off toggle

• Start All Lists with AutoTab Enabled

  • AutoTab automatically screen pops an external URL of your choice (ex CRM, ERP, etc.) This feature allows your agents to receive relevant contextual information about a call record which helps them be prepared for each conversation.

• Allow Reps to Create Lists

  • There are two options when it comes to list creation and you can only use one of the below methods:

    Option 1: Assignment Mode:

    Admins and supervisors will build lists and then assign them to agents 

    OR

    Option 2: All Role Creation Mode:
     

    All roles have the ability to create lists with the following parameters:

    • Agents can create lists only for themselves to dial
    • Supervisors and admins can create:
      • Single-rep lists for one agent
      • Multiple-rep lists for ALL agents meaning this list will be exposed and dialabled by all agents 
        
        
        
      • For Assignment Mode, Allow Reps to Create Lists = False (unchecked)
        
        
      • For All Role Creation Mode, Allow Reps to Create Lists = True (checked)
        

• Use Dispositions

  • Note: for Dialpad Sell and Contact Center users only 

  • Ensure this checkbox is checked if you plan on using Dialpad disposition triggers with AutoReach

• Max Delay Slider Value (on main dialer screen)

  • This value controls the max length on the delay slider, which allows you to input a lag prior to each phone call. This can be useful when used in conjunction withAutoTab so that agents have ample time to review their screen pop

• Blended Dialing Enabled

  • Our blended dialing mode prioritizes an inbound call over an active dialing session.  Here’s how the behavior works:

    • Agent completes the current call in a dialing session

    • AutoReach will automatically pause the dialing session so that the agent can answer the inbound call 

    • Upon completion of the inbound call, the agent will enter back into the paused dialing session to finish the remaining call tasks
      

• Restart Inbound Automatically
  • Select this checkbox if you want to be automatically placed back into a dialing session after a blended dialing event. Otherwise, an agent will manually have to click the Start Calls button to continue the list

• Preview Countdown Timer in Seconds (0 disables the countdown)

  • This represents the number of seconds in which an agent can accept or skip a record in a preview dialing session. If no decision is made by the agent at 0 seconds, AutoReach will automatically make an outbound dial to that record. This is used similarly to the Max Delay Slider (value above) but for preview dialing. 

• Lists Reset Due to Inactivity

  • If this setting is enabled, the following two settings will also be enabled

• Shared List - Idle Timeout Period (in minutes)

  • The time before a list reset or assigned records get redistributed  due to an idle dialing session

• Shared List - List Deletion Period (in minutes)

  • The minimum time before a list can be deleted

• Do Not Call

  • Quick DNC management allows you to enter in phone numbers in AutoReach’s DNC repository

  • Bulk DNC Upload allows you to import a collection of DNC numbers into AutoReach’s DNC repository

  • Download DNC List

Note: As part of our Campaign Management offering, AutoReach also partners with DNC Compliance (DNC.com) to reference the National DNC list. Please reach out to [e-mail] for mo information

• Disposition Triggers

  • *This functionality is only available for Dialpad Sell and Contact Center customers

  • Admins can enable disposition triggers so that agents can redial a record, add to a DNC list, or completely remove a record from all lists via specific Dialpad dispositions.

  • AutoReach will perform a CONTAINS function against your existing Dialpad dispositions to enable these triggers based on a brief phrase or word for the following actions:
    

• • Example: if an agent uses a Dialpad disposition called “Add to a Do Not Call List,” AutoReach will recognize the phrase “Do Not” and automatically add that call record to the AutoReach DNC list

• CSV Custom Column Name
  • By default, AutoReach automatically recognizes name, company, title, email, and external URL. We allow you to import 3 custom column headers
  • AutoReach will perform a CONTAINS function against the column headers in your CSV to identify which columns of data that you want to bring into AutoReach:

Tip: Want to add more custom columns? You can leverage Excel’s CONCATENATE function to combine multiple columns together.

Example: if you want to merge Column A (First Name) and column B (Last Name) together in a CSV, you can input this into a cell:

=CONCAT([Cell of Column A Header]>, “-“ , [Cell of Column B Header])

The “-” puts a - to separate the two values