Fenero is designed to dial records based on predefined dialing rules the administrator or manager programmed within the campaign settings. If a campaign doesn't have dialable lead to dial, please check the following dialing rules:
- Make sure the desired dialing list(s) assigned to the campaign are active
Dialing lists are housed and managed within the 'Census' application. There, you can filter through your lists based on assigned campaigns. Please make sure the dialing list is active.
Active dialing list:
Inactive Dialing List:
Click 'Start' to active the list if it is inactive.
- Confirm the campaign has the correct hours of operations in place
The Fenero dialer will only consider leads as dialable when the record meets all dialing rules. The hours of operations settings in the 'Hours tab' of the campaign determines the earliest and latest times the campaign should dial a record within the records timezone. In this tab of the campaign confirm the Timezone selected, and make sure the current time within your leads timezone is within the time range specified in the campaigns hours of operation.
In the example displayed above, the campaign hours of operation rule is set to only dial records between 9 am - 5 pm Monday through Friday and from 11 am - 3 pm Saturdays. The campaign is closed and will not make any calls on Sundays. These times are relative to the lead. Based on these rules, leads are only dialable Monday through Friday between 9 am - 5 pm and Saturday 11 am - 3 pm in the leads timezone. When it is outside of these hours within the leads timezone, the campaign will not consider the records as dialable because they won't meet the campaigns hours of operations rule.
Note:
Fenero uses the leads phone number, specifically the area code to determine the leads timezone.
- Make sure the campaign is set to use the dialing queue to feed leads to the dialer.
The Fenero dialer uses a dialing queue to house leads that meet all dialing rules and are considered to be dialable. This option is enabled by default, however, it is editable by a manager or administrator account. Please confirm this option was NOT disabled. To confirm this option, navigate to the campaign application, click edit on the desired campaign and select the Dialer tab. There make sure the campaign is set to use the dialer queue for dialing.
- Make sure the campaign is set to dial brand new leads that were not yet dialed
When leads are uploaded into the dialer, the leads are automatically dispositioned as 'New Lead'. By default, the campaigns are set to dial these records, however, this option is editable by both managers and administrators. To confirm this is in place, navigate to the dialer tab of the campaign. In the Dispositions to Dial: drop-down, make sure New Lead and None are selected. IF not, please select these dispositions and click save.
- Check the campaigns lead recycling rules
All leads are uploaded into Fenero as 'New Lead' when a lead is dialed the disposition is updated according to the outcome of the call. Fenero provides two options for selecting which leads and when those leads are recycled. Both lead recycling options are disposition based and are as follows.
Dispositions to dial:
Within the dialer tab of the campaign, use this drop-down to select all dispositions you'd like to recycle. After dialing through the list, you'd need to reset the list for the campaign to make another pass at the leads with dispositions that have been selected as dispositions top dial.
Note:
To reset a list, go into Census, click edit on the list, set the 'reset now' drop-down to 'Yes' and click SAVE.
Redial Delay & Max Attempt:
This option is managed in the Disposition tab of the campaign. Unlike using dispositions to dial where the list would need to be reset to make another pass at dialing the records, this option will automatically reset the individual leads based on the recycling redial delay and maximum call attempt applied to the disposition.
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