Smart Calling

Smart Calling is CINNOX’s auto-dialler feature that lets you run a call tree or make an outbound call campaign to your target customers by automatically dialling phone numbers immediately after each call.

With Smart Calling, you don’t have to worry about memorising a long list of phone numbers so you can focus instead on gathering relevant customer information and creating memorable interactions with them.

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You will need the following to start the call:

 

Creating Call Tasks

To create a new call task:
From the navigation menu, go to Campaigns > Smart Calling, then click on the Create Task button on the page's top-right corner.

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Smart Calling Main Page

On the pop-up window that will appear under Task Name, type the Call Task name.

  • Under Caller ID, select from the dropdown box the number you want to use as your outbound caller ID.
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Create Call Task

  • Click on the CSV or XLSX sample file to download a spreadsheet template.
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Create Call Task

  • Open the spreadsheet template, which should contain four columns, then remove the sample first record.
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Create Call Task

  • Type in the respective columns the first name, last name, mobile number, and email address of the customers you wish to call.
    • Note that the Mobile column is mandatory and that the phone number should follow the following format: country code + area code + phone number.
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Create Call Task

  • Once all columns are ready, save the file and upload it in CINNOX by dragging and dropping it on the designated box in the pop-up window. CINNOX will then validate the uploaded file and will create an error log if there are invalid records.
    • You may also upload the file by clicking on Browse and selecting the file from its location.
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Create Call Task

  • Click on Create. A pop-up message will appear, asking if you're going to start the task immediately
    • Click on Start Calling if you're going to start calling right away. CINNOX will then open the call screen on your Dashboard and start dialling the numbers, and the task's status will appear in the Smart Calling list as Ongoing.
    • Click on Cancel if you want to start the task at a later time. Its status will then appear in the Smart Calling list as Scheduled.
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Start Call Task

 

Handling Invalid Records

  • On the pop-up window that will appear, click on Download to download a copy of the error log named error.csv or error.xlsx.
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Invalid Records Handling

  • Click on Cancel to close the pop-up window.
  • Open the error log and check the error details in the last column. Each record will show error details.
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Invalid Records Handling

  • Go back to your spreadsheet template, locate the records with errors, and correct the details.
  • Back on the CINNOX Dashboard, upload the updated spreadsheet template by dragging and dropping it in the pop-up window. The system will validate the uploaded file again, and an error log created if there are still invalid records found.
    • You may also upload the file by clicking on Browse and selecting the file from its location.
    • If you have accidentally closed the pop-up window, click on the Create New Task button on the top-right corner of the page again.

 

Viewing Task Status

To view all call tasks:

  • From the navigation menu, go to Campaigns > Smart Calling.

The Smart Calling page displays the following details:

  • Task Name
  • Creator
  • Caller ID
  • Successful / Failed / Cancelled Calls
  • Status
  • Last Updated Time
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Smart Calling Task Statuses

A call task may have any of the statuses below. Note that a status refers to the dialling task and is not dependent on the number of successful or failed calls.

Task StatusDescription
Not startedThe task has not started yet.
OngoingThe task has started dialling the numbers on the call list.
PausedThe task has been started but has been paused temporarily. If a staff member resumes a Paused task, its status will change back to Ongoing.
CancelledThe task was stopped permanently and will no longer proceed to dial the remaining numbers on the call list.
CompletedThe call tasks finished dialling all numbers on the list.

 

Pausing and Resuming Call Tasks

To pause a call task:

  • From the navigation menu, go to Campaigns > Smart Calling.
  • On the Smart Calling page, find the task you wish to pause, then click on the Pause ( ) button next to its status. A pop-up message will appear, asking you to confirm the action.
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Pause a Call Task

  • Click on Confirm. The task's status will then appear in the Smart Calling list as Paused.
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Pause a Call Task

To resume a call task:

  • From the navigation menu, go to Campaigns > Smart Calling.
  • On the Smart Calling page, find the task you wish to resume, then click on the Play ( ) button next to its status. A pop-up message will appear, asking you to confirm the action.
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Resume a Call Task

  • Click on Confirm. The task's status will then appear in the Smart Calling list as Ongoing.
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Resume a Call Task

 

Terminating Call Tasks

To stop or cancel a call task:

  • From the navigation menu, go to Campaigns > Smart Calling.
  • On the Smart Calling page, find the task you wish to stop, then click on the Stop ( ) button next to its status. A pop-up message will appear, asking you to confirm the action.
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Stop a Call Talk

  • Click on Confirm. The task's status will then appear in the Smart Calling list as Cancelled.
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Stop a Call Talk

 

Viewing and Downloading Call Reports

You can get more information about each successful, failed, or cancelled calls you made by viewing the Call Detail Report or downloading a spreadsheet of the call records.

To view the Call Detail Report:

  • From the navigation menu, go to Campaigns > Smart Calling.

  • On the Smart Calling page, find the task you wish to view the call details, then click on the vertical ellipsis icon ( ) on the right.

  • Click on View Call Report. This will redirect you to the Call Detail Report page.

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View Call Task Report

To download a call record:

  • From the navigation menu, go to Campaigns > Smart Calling.
  • On the Smart Calling page, find the task you wish to view the call details, then click on the Download iconvertical on the right.
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Download a Call Task Report

  • Click on any of the following options:
    • Download All Calls
    • Download Successful Calls
    • Download Failed Calls
    • Download Cancelled Calls
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View All Call Task Report

CINNOX will then download the selected call records and save them on your default Downloads folder as a CSV file.