Blacklists - Oki-Toki
31.05.2018

Blacklists

Managing lists of numbers in the Oki-Toki service on the incoming line and in the dialer module. Create of priority, VIP and black lists.

Blacklists

Almost every call center sooner or later comes to the conclusion that he needs such tools as VIP-list to provide a special service for especiallyexpensive customers, and many also need black, white , gray-brown-crimson and other customer lists 🙂 In addition to the very possibility of creating such a list, it should also be convenient and fast. It is for these purposes that we have created the Lists tool that can interact with the call script. Let’s analyze the creation and configuration of the most popular:

  • Blacklist for incoming calls;
  • VIP clients for incoming calls;
  • Blacklist for auto redial.

Blacklist for incoming line

As a result of the correct setting, the incoming call will be processed by the Check number function, which will be checked against your list. If the number is in the list (Suitable), then the call will be forced to end. The procedure is as follows:

  • Let’s create our blacklist:
    1. Go to the Project Resources menu, Lists section and click the create button
    2. We give a name to our list, enter a list of numbers (one number in each line, a column from Excel will do), save the list
  • Create a simple call script with number verification:
    1. Go to the menu Project resources, section Call scripts and create a new script
    2. We call it, you can choose from the list of templates the most suitable for the task, so that all that remains is to modify it for yourself. Let’s choose the template Simple queue without Oki-Toki CRM
    3. As a result, we get the following scheme:
    4. Go to Nodes and add a new cube Check number
    5. We attach the appeared loose node between Start and Schedule, so that immediately after the start of the call, the system checks the number before it gets to the schedule or queue. Outputs from Check number are distributed in the same way as in the screenshot
    6. We add our black list to the number check and publish the script!
  • We bind the script to the queue. We go into our queue, attach the call script to it and save

Ready! The black list is already in progress!

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VIP list for incoming line

One of the options for setting up a script with a VIP list looks like this: a client calls, the system finds him in the VIP list and redirects him to the queue for VIP clients. Almost the entire chain of settings will seem very familiar to you, the difference will be only in the names and the scheme of the call script, let’s get started!

  • Creating our VIP list:
    1. Go to the Project Resources menu, Lists section and click the create button
    2. We give a name to our list, enter a list of numbers (one number in each line, a column from Excel will do), save the list
  • Create a simple call script with number verification:
    1. Go to the menu Project resources, section Call scripts and create a new script
    2. We call it, you can choose from the list of templates the most suitable for the task, so that all that remains is to modify it for yourself. Let’s choose the template Simple queue without Oki-Toki CRM
    3. As a result, we get the following scheme:
    4. Go to Nodes and add a new cube Number check and Redirect to queue
    5. We attach Start to the lonely cubeChecking the number so that immediately after the start of the call, the system checks the number before it enters the schedule or queue. Outputs from Check number are distributed in the same way as in the screenshot
    6. We add our VIP list to the number check
    7. In the Redirect to Queue cube, select the desired VIP queue and publish the script!
  • We bind the script to the queue. We go into our queue, attach the call script to it and save

Made! Now you can put experienced operators for important clients on the VIP queue and VIPs will be served at a high level!

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Blacklist for auto redial

  • Let’s create our blacklist:
    1. Go to the Project Resources menu, Lists section and click the create button
    2. We give a name to our list, enter a list of numbers (one number in each line, a column from Excel will do), save the list
    3. We go into our auto-dial, to which you need to add a black list
    4. Select our black list from the drop-down list and save the new settings.

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Numbers in the list should be entered in the international format, since in this form they enter the system when entering. If this is not the case, then bring them to the international format. Read about how to do this and about number formats here and here .

If the subscriber has a hidden number or he will come through a virtual provider in a non-standard format. then in the Check number cube, it will go to the Error exit, which means it will go to the default queue (but then decide for yourself where such a number should go according to the script)

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