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:

• A Caller ID with Engagement mode enabled
• A list of phone numbers to dial

 

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.

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.

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

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

• 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.

• 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.

• 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.

 

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.

• 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.

• 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.

 

How to handle the case of the splitting text in the CSV file

Using a comma (,) to split the text is the function of the CSV file. When importing the CSV file with the comma between texts, the text will be split into the next column in the file after the file upload.

After the file upload, the text is shown below:

As the text John, Stephen contains a comma in the column First name, after the filled CSV file is uploaded, the text is split into two columns, John in the column First name and Stephen in the column Last name.

How to avoid splitting text

Using a text editor

• Put the text with a comma in the double quote (“”), like "John, Stephen" and save it as a CSV file when you upload the file.

Using Excel or style sheet editors

• Fill in the text in the text format.

• Save the sheet as a CSV file and upload it to the CINNOX.

• The double quote should be added automatically to the file.

 

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

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.

 

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.

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

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.

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

 

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.

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

 

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.

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.

• Click on any of the following options:
  • Download All Calls
  • Download Successful Calls
  • Download Failed Calls
  • Download Cancelled Calls

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