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 creating outstanding conversations with them.

There are two ways to use smart calling for your call campaign:

• Supervised Dialler - Sequentially dials a number, presenting agents with contact information. Agents control the start of auto-dialling when ready.
• Agentless Dialler - Simultaneously dials multiple numbers for increased efficiency, transferring calls to agents upon completion of the audio prompt. It enables seamless transitions to new enquiries directed to the designated destination.

Make the most of Smart Calling and enhance your customer outreach strategy. This user manual provides detailed instructions on leveraging this powerful feature to streamline call campaigns and drive better results.

Note: When implementing Cold Call strategies, it is essential to consider the context and comply with relevant legal requirements in your region.

 

Creating Call Campaign

Supervised Dialler

To create a new supervised campaign:

• Go to Campaigns > Smart Calling > Supervised Dialler from the navigation menu, then click the Create Campaign button in the top-right corner.
• On the pop-up window that will appear, input the Campaign Name.
• Under Caller ID, select the number in the drop-down to use as your outbound caller ID from the drop-down box. Please note that the caller ID to use must be enabled for "Engagement" and "Caller ID" in your Virtual Number Settings, and your staff account is listed.
• Click on the download the sample CSV or XLSX file to download a template.

• Open the template file, which should contain four columns, then remove the sample first record.
• In the respective columns, type 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 the phone number should follow the following format: country code + area code + phone number.

• Once all columns are ready, please 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 create an error log if there are invalid records.
  • You may also upload the file by clicking on Browse and selecting it from its location.

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

 

Agentless Dialler

To create a new agentless campaign:

• Go to Campaigns > Smart Calling > Agentless Dialler from the navigation menu, then click the Create Campaign button in the top-right corner.

• On the next page that will appear, input the Campaign Name.
• Select the Caller ID number from the drop-down box you want for your outbound caller ID. Please note that the caller ID to use must be enabled for "Engagement" and "Caller ID" in your Virtual Number Settings, and your staff account is listed.
• Select the Max Concurrent Call from 1 to 15.

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

• Open the template file, which should contain four columns, then remove the sample first record.
• In the respective columns, type 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 the phone number should follow the following format: country code + area code + phone number.

• Once all columns are ready, please 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 create an error log if there are invalid records.
• You may also upload the file by clicking on Browse and selecting it from its location.

• Select the greeting prompt in the Audio File drop-down list. You may need to add a new Prompt; navigate to Tools & Settings > Prompt > Campaign Prompt > Add Prompt. Please refer to our Detailed Guide for more details.
• Click on Next.
• On the next page, please select the Transfer Party - Service Group to continue the call from the prompt.

• Click on Create. A pop-up message will appear, asking if you will start the campaign immediately.
  • Click on Start Calling if you'll start calling right away. CINNOX will then open the call screen on your Dashboard and start dialling the numbers, and the status will appear in the Smart Calling list as Ongoing.
  • Click on Cancel if you want to start the campaign later. Its status will appear in the Smart Calling list as Scheduled.
  • Please note that only 1 campaign can be run at a time.

 

Handling Invalid Records

For a case where there are invalid records detected in the uploaded file:

• 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.

• Return 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 will be created if invalid records are still found.
  • You may also upload the file by clicking on Browse and selecting it from its location.
  • If you have accidentally closed the pop-up window, click the Create Campaign 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 Campaign Status

To view all call campaigns:

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

The Smart Calling page displays the following details:

• Campaign Name
• Created By
• Caller ID
• Successful / Failed / Cancelled Calls
• Progress (Dialled / Target Total Calls) (For Agentless Dialler only)
• Status
• Last Updated (For Supervised Dialler only)
• Created Date (For Agentless Dialler only)

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

 

Pausing and Resuming Call Campaign

To pause a call campaign:

• Go to Campaigns > Smart Calling from the navigation menu, then Supervised Dialler or Agentless Dialler.
• Please find the campaign you wish to pause on the Smart Calling page, then click the Pause ( ) button next to its status. A pop-up message will appear, asking you to confirm the action.
• Click on Confirm. The campaign's status will then appear in the Smart Calling list as Paused.

To resume a call campaign:

• Go to Campaigns > Smart Calling from the navigation menu, then Supervised Dialler or Agentless Dialler.
• Please find the campaign you wish to continue on the Smart Calling page, then click the Play ( ) button next to its status. A pop-up message will appear, asking you to confirm the action.
• Click on Confirm. The campaign's status will then appear in the Smart Calling list as Ongoing.

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In addition to the call campaign owner, the admin also has the authority to pause, resume, and terminate the call campaign.

 

Terminating Call Campaign

To stop or cancel a call campaign:

• From the navigation menu, go to Campaigns > Smart Calling > Supervised Dialler or Agentless Dialler.
• Please find the campaign you wish to stop on the Smart Calling page, then click the Stop ( ) button next to its status. A pop-up message will appear, asking you to confirm the action.
• Click on Confirm. The campaign'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 call 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 > Supervised Dialler or Agentless Dialler.

• On the Smart Calling page, find the campaign for which you wish to view the call details, then click 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 > Supervised Dialler or Agentless Dialler.
• On the Smart Calling page, find the campaign for which you wish to view the call details, then click the Download icon vertically 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 in your default Downloads folder as a CSV file.