Dialpad FAQ

Question 1: Why is my call list not progressing after the initial call on a list?

Note: this answer applies to both AutoReach Professional & Campaign Management users.

If you are in a scenario where calls are not progressing in the dialer after hanging up on the initial call, there are three steps you can take to troubleshoot:

1.  Ensure the agent has installed the AutoReach chrome extension: This extension helps call lists progress in the timely fashion and is a requirement for all AutoReach users to install. You can find the extension here.
2. Are you leveraging the Contact Center feature of Dialpad? If so, please ensure your agent has set the Contact Center field within their Agent Settings to the correct call center they are assigned to in Dialpad. If an agent tries to set the Contact Center field to a Contact Center they are not assigned to in Dialpad, they will see an error in AutoReach. Please ensure the agent is assigned to the Dialpad Contact Center they are selecting in AutoReach.
3. Are you leveraging the Coaching Teams feature of Dialpad? If so, please alert your CSM or email [e-mail] to inform the support team which users are assigned to Coaching teams in Dialpad. The AutoReach team will then enable those users to continue calling.

 

Question 2: Why am I seeing a white error box within the Dialpad mini-dialer when dialing a list?

If you see a white error box overlaid on the mini dialer similar to this:

Please ensure that you only have one dialing session open. If a single agent has more than one dialing list open (such as in another browser tab) this can cause issues with the min-dialer being inaccessible. 

If it is confirmed this is not the issue, please use the troubleshooting steps outlined in Question 1 to resolve:

• Ensure the AutoReach chrome extension has been installed
• Check to see if the agent has set the appropriate Dialpad contact center in their agent settings
• The agent has been enabled for coaching teams by the AutoReach support team

Question 3: I am using the Dialpad desktop app dialing experience and see a large error banner saying call failed, why?

If you are seeing large red banner that says call failed like in the picture below:

The most common reason is you may have AutoReach configured to look for dispositions in Dialpad when you have not enabled dispositions in Dialpad. Turning off (deselecting the checkbox) AutoReach's Uses Dispositions field in the Account Settings will often fix the issue:

Another possibility is that the agent has the incorrect call center value set in their agent settings. Similar to the troubleshooting steps laid out in Question 1, please double check the agent has a Dialpad Contact Center they have been assigned to set within the AutoReach agent settings as seen below:

Alternatively an agent may have been removed from a contact center in Dialpad, but their AutoReach agent settings is still set to the old contact center value. In this case, simply clear the field of any value and save. 

This error can also arise if the agent seeing this error has been assigned to a Coaching Team in Dialpad but the AutoReach team has not be informed. Please let your CSM know or email [e-mail] the names of the agents who are on coaching teams in your Dialpad instance so that can be enabled within AutoReach.

Question 4: I'm not calling the correct phone number of the contact I am dialing, how come?

If you have multiple phone numbers for a contact, you can set what phone number you want to call on the cadence step of the corresponding list.

For example, in a list you notice you are calling a landline number when you want to call the mobile cell number of a contact on the second call of a list's call cadence. To fix this you would:

• Open that list under the Manage Section of AutoReach.
• Select the list, and click the cadence button.
• Select the appropriate cadence step
• Choose which number you would like to use within the Contact Field.

For more information about cadences please see here.

Question 5: My SMS messages are not being sent through Dialpad even though I made a cadence step in my list to send them, why?

If SMS messages are not sending you may not have registered your number correctly. The major US mobile carriers are trying to regulate all SMS/MMS messages, and reduce spam sent via A2P (Application to Person) by requiring businesses to register their Brand & SMS/MMS Campaigns with a 3rd Party Reputation Authority called The Campaign Registry. Your Dialpad team can help get your number registered appropriately which will allow the Cadence SMS step to work as expected. Please see this article for help.

If your numbers have been registered appropriately and still facing issues, please reach out to [e-mail]

Question 6: How can I fix my cadence steps not working/progressing in the time intervals I set?

Example: You have a list that you assigned a cadence of a second call 6 hours after the first call, but none of the contacts on the list are being assigned a second call.

The most common reason for a cadence step to not be progressing properly is because the Delay, Time Frame, and Follow Up Time field were all updated with values. For the vast majority of use cases, only the Delay and Time Frame fields needs a value and the Follow Up Time field can be ignored.

The Delay and Time Frame fields work in conjunction with one another to create a relative time frame between cadence steps:

In the above example, the Delay and Time Frame fields work in combination with each other to specify the delay logic to have the second call be 6 hours after the first call. 

The Follow-Up time field should only be used by itself (meaning the Delay and Time Frame fields would be set to 0 seconds) if you have a specific date a cadence step needs to happen. An example would be a Moving company sets a cadence step that needs to happen on the specific date of a customer moving in.

The example below where all 3 fields have values would result in AutoReach ignoring the Delay and Time Frame fields and instead creating a cadence step for the date contained within the Move In Date field which would cause the second cadence step to not trigger 6 hours after the first call:

For more information about cadences see here.

Question 7: Can I delay the first call of a cadence to not be assigned immediately when an agent opens the list to start making calls?

No, all contacts on a list will be automatically assigned a single call cadence step in a list or campaign upon an agent opening the list for the first time. Please do not edit the Delay, Time Frame, or Followup fields of the first cadence step of a list or this may result in AutoReach not being able to find any contacts available to dial in the list as seen below:

Best practice is to assign lists/campaigns to agents when the contacts are ready to be called now. Future cadence steps will allow you to automate time delays between subsequent call moving forward.

Question 8: A list or campaign is showing no records are currently dialable, why?

There are a few reasons why a list may be showing no records are available to call:

•  You have dialed through all contacts in this current cadence step and there are no cadence steps that are available to dial at this moment (the next cadence step could still be hours/days away)
• There is calling window logic will not allow calls to happen at this time of day (calling window was set to 9am-5pm and the current time is 7pm)
• You have completed all of the cadence call steps for the contacts on this list 

In any of these cases the best troubleshooting steps to verify why no records are dialable are as follows:

• Find the list/campaign under the Manage section of AutoReach, select it, and press the edit button
  • Check to see if there is a calling window applied to the list
• If there are no calling windows, go back to the list under the Manage section and select it
  • Press the cadences button
  • Review how many cadences steps there are and what the associated time intervals are between each call
• After reviewing the calling window and the cadence steps check the history of the list.
  • Select All Lists in the AutoReach Navigation menu
  • Find the list and select the History button to review the history of calls made on this list and the corresponding cadence step each contact in the list is currently in.
    • The History view will let you know if contacts have been removed from the list, and when the next cadence step for active contacts to be called will take place.

Question 9: How can I delete a past import?

• To efficiently delete a past import, follow these steps:
  1. Navigate to the AutoReach CRM.
  2. Access the filters and locate the specific import number you wish to remove.
  3. Select all the contacts by holding down the shift button.
  4. Click on the delete button located at the top of the page to finalize the removal.
     
     Note: Sometimes filters will be inaccessible after a large amount of contacts have been uploaded into the AutoReach CRM. Please reach out to your CSM or [e-mail] if this is the case for you

Note: This is only applicable to customers who import their contacts through manual uploads.

Question 10: If an agent schedules a callback for a future date, will the record be temporarily removed from the list and/or cadence be paused?

By default, the cadence continues normally with the call back being added for the date the agent set it for. However, there's a setting that pauses cadence steps until the callback is completed. To enable this, navigate to Account Settings and enable (select the checkbox) "Pause Forward Tasks with Active Callback". Remember to select Save at the bottom to lock in the setting.

Question 11: I can no longer see a number next to the Potentially Actionable Tasks column on the List/Dashboard view

AutoReach has adopted a Yes/No indicator to agents know there are still calls left to be made. An admin is still able to see what portion of the list is currently eligible to be called by selecting the History button to the right of the list under the Launch section of the platform:


 

There you will see an In Progress indicator box in the top right that lets you know how much of the list is still opened to be dialed: