Upload leads and manage Do Not Call lists

Each dialer campaign works through one or more lead lists that you upload as CSV files. Dispositions decide what happens to a lead after each call, and the Do Not Call list keeps numbers you've flagged from being dialed.

This feature needs the Contact Center Pro plan. See plans and pricing

The Do Not Call list is a tool your team fills in. It holds the numbers you add, upload or mark during calls. Deciding which numbers you may call, and checking leads against any outside Do Not Call registry, is part of your own compliance review. This guide isn't legal advice.

Some labels in your portal or apps may look slightly different from this guide.

Get the file ready

• Save your leads as a CSV file with column headings in the first row.
• Include one column with the phone number. A name column is optional, and agents see it during the call.
• Any other columns travel with the lead as extra details.
• If you'll use a feedback form with this list, plan your headings now. See call scripts and feedback forms.

Upload and activate a list

1. 1
   Step 1:

   Open the campaign's numbers

   Go to Dialer, then Campaigns, edit the campaign and select Numbers.
2. 2
   Step 2:

   Upload the file

   Choose the CSV upload option and pick your file.
3. 3
   Step 3:

   Point to the right columns

   Enter the column number that holds the phone number, and optionally the one that holds the name. Count from 1, starting at the left.
4. 4
   Step 4:

   Activate the list

   A new list isn't dialed until you activate it. Activate it when you're ready.
5. 5
   Step 5:

   Set the priority (optional)

   Edit the list and raise its Priority if it should be dialed before your other lists.

Keep the number of lists in one campaign small. If you have many lists, spread them across separate campaigns.

Work with a list

Each list has a menu with these options:

• Reset, Reset Unanswered only or Reset by Disposition to make leads dialable again.
• Show CSV Stats for counts on that list.
• A CSV download with each lead's dialed number, disposition, keys pressed in voice messaging mode and any feedback form answers.

Editing a list shows every lead with its status, retries and disposition. You can change one lead's disposition there.

What each disposition does

Agents pick a disposition when a call ends. Set up each campaign's dispositions with a name, a color, a type and an optional hot key. Turn on Contact for outcomes that count as reaching a person, so contact rates in your reports are right.

Deleting a disposition can lose data, so check your reports before you remove one.

Manage the Do Not Call list

1. 1
   Step 1:

   Open the list

   Go to Dialer and open DNC Numbers. Numbers agents marked as DNC show up here too.
2. 2
   Step 2:

   Add one number

   Select Add DNC Number, enter the number, choose the campaign it applies to and save.
3. 3
   Step 3:

   Add many numbers

   Download the CSV template, fill it in and upload it. You can also download the current list.

You manage this list yourself. To keep a number out of every campaign without waiting for an agent to mark it, add it here for all campaigns. If you don't see a choice that covers every campaign, ask CallSprout support.

What agents see

Agents pick dispositions and schedule callbacks in the agent panel, which for now is in the older Communicator desktop app. A personal callback shows on the agent's callback tab with the next dial date. See handle queue calls and dispositions.