Leads

General Information

In the Leads section, you can view information about the leads associated with your project in Teliqon Autodialer Software.

The section consists of four separate pages:

1. Lead lists;

2. Leads;

3. Callbacks;

4. Blacklist;

5. Import Leads;

6. API import instructions.

In this section, you can view information about:

• view information about existing lead lists and leads;

• filter lead lists by status;

• view the association of leads with specific lists or campaigns;

• view the list of callback calls - from scheduled to completed, and modify their settings.

• import new leads into the system;

• view and modify the list of blacklisted phone numbers;

• delete leads and lead lists from the system.

Lead lists

The Lead Lists page contains the following sections:

1. Toolbar. The toolbar includes the following element:

• a. Lead List ID Search Bar – this allows you to conveniently search lead lists by full or partial matches of the lead list ID.

To use the search bar, simply click on it and start typing from your keyboard, then press 'Enter' to initiate the search.

• b. Lead List Name Search Bar – to search by the name of a lead list, click on the input field and begin typing from your keyboard.

The search will return results based on full or partial matches of characters in the lead list name.

Entered characters can be cleared using the 'X' button either inside the input field or on the right side of the toolbar.

• c. Campaign Name Filter. To filter by campaign name, click on the dropdown menu and select the desired campaign name. You can start typing the campaign name from your keyboard to simplify the search.

You can reset the filter by clicking the 'X' button on the right side of the toolbar or by selecting the '-' option in the campaign name filter dropdown.

• d. Campaign Status Filter. To filter by campaign status, click on the dropdown menu and select the desired campaign status. You can start typing the campaign status from your keyboard to simplify the search. You can reset the filter by clicking the 'X' button on the right side of the toolbar or by selecting the '-' option in the campaign status filter dropdown.

• e. Records Per Page Limit Button. This button allows you to limit the number of records displayed on the page.

Available options include:

i. 10

ii. 15

iii. 25

iv. 50

v. 100

2. Lead Lists Table, which consists of the following columns:

f. ID;

g. Name;

h. Status;

i. Leads;

j. Campaign Name;

k. Campaign Status;

l. Last Call;

m. View;

n. Edit;

o. Delete.

Lead List View

When clicking the 'View' button on the Lead Lists page, the following window will open:

In this window, you can review all fields in the lead list, as well as see the statuses of completed calls for this lead list and identify the statuses of calls that have not yet been made for various reasons.

Editing the Lead List

When clicking the 'Edit' button on the Lead Lists page, the following window will open:

You can edit the 'Status' parameter in the lead lists. To do this, click on the field you want to edit. A dropdown menu will appear, allowing you to select a value. The lead list status can be either Active or Inactive.

Once the field is modified, two additional buttons will appear: 'Save' to apply the changes, and 'Cancel' to discard the changes.

Sorting Lead Lists

Next to some column names in the Lead Lists table, there are two arrows.

Clicking the arrow next to a column will sort the data in that column in ascending order. To sort in descending order, click the arrow again.

Deleting a Lead List

To delete a lead list from the system, click the 'Delete Lead List' button on the Lead Lists page.

After clicking, the following pop-up window will appear:

If you change your mind about deleting the lead list, click 'Cancel' or the 'X' in the top right corner of the pop-up window.

If you wish to proceed with deleting the lead list, click 'Delete' in the pop-up window.

Please note that deleting a lead list will not be available if there is an active campaign that includes this lead list.

Leads

The Lead page contains the following sections:

1. Toolbar. The toolbar includes the following elements:

• a. The Lead ID search bar allows you to conveniently search for leads by full or partial matches of characters within the lead ID.

To use the search bar, simply click on it with your cursor, start typing from your keyboard, and then press ‘Enter’.

• b. Lead ID Search Bar allows you to conveniently search for leads by full or partial matches of characters in the lead ID.

To use the search bar, simply click on it and start typing from your keyboard, then press 'Enter'.

• c. Lead Phone Number Search Bar. To begin searching by lead phone number, click on the input field and type the characters using your keyboard.

You can reset the search by clicking the 'X' button inside the input field or on the right side of the toolbar.

• d. Lead Status Filter. To filter by lead status, click on the dropdown menu and select the desired lead status. You can start typing the lead status from your keyboard to simplify the search.

You can reset the filter by clicking the 'X' button on the right side of the toolbar or by selecting the '-' option in the lead status filter dropdown.

• e. Campaign Filter. To filter by campaign, click on the dropdown menu and select the desired campaign. You can start typing the campaign name from your keyboard to simplify the search.

You can reset the filter by clicking the 'X' button on the right side of the toolbar or by selecting the '-' option in the campaign filter dropdown.

• f. Lead List Filter. To filter by lead list, click on the dropdown menu and select the desired lead list. You can start typing the lead list name from your keyboard to simplify the search.

You can reset the filter by clicking the 'X' button on the right side of the toolbar or by selecting the '-' option in the lead list filter dropdown.

• g. Records Per Page Limit Button. This button allows you to limit the number of records displayed on the page.

It offers the following options:

i. 10

ii. 15

iii. 25

iv. 50

v. 100

• h. Import Leads Button. This button allows you to add the leads you have filtered either to an existing lead list or to a new one. Click this button and complete the required fields in the pop-up window.

• i. Download Leads Button. This button allows you to download the filtered leads to your computer in .csv or .xlsx format.

2. Lead Table, which consists of the following columns:

j. ID;

k. Lead Name;

l. Lead Phone;

m. Lead Timezone;

n. Status;

o. Source;

p. Campaign;

q. Lead List;

r. View;

s. Block.

It is important to note that when a lead is blocked, their phone number is automatically added to the Blacklist page.

Viewing a Lead

When clicking the 'View' button, the following window will open:

In this window, you can view all fields of the lead, modify the lead’s name and status, and delete the lead.

It is important to note that each lead has a “rank” parameter, which is an internal metric used to determine the priority weight of the lead. Leads with a lower rank value will be called first by the campaign, while leads with a higher rank value will be called later. For example:

If a campaign contains leads with rank 100 and rank 110, the campaign will select and group all leads with rank 100 and call them first. After these calls are completed, their rank will be updated to 110, and the next group of calls will target all leads with rank 110.

Editing a Lead while Viewing

To edit the parameters, click the 'pencil' icon in the parameter row. Then, you will need to type the new value using your keyboard:

Once the field is modified, two additional buttons will appear: 'Save' to apply the changes and 'Cancel' to discard the changes.

Deleting a Lead while Viewing

To delete a lead from the system, click the 'Delete Lead' button.

After clicking this button, the lead will be permanently deleted from the system without any further confirmation or pop-up windows.

Sorting Leads

Next to all column names in the Lead table, there are two arrows.

Clicking the arrow next to a column will sort the data in that column in ascending order. To sort in descending order, click the arrow again.

Sorting on this page is only possible by one parameter at a time. When attempting to sort by another parameter, the sorting of the first selected parameter will be cancelled.

Callbacks

On the Callbacks page, the following sections are available:

1. The toolbar includes the following elements:

• a. Calendar - allows you to conveniently search for callbacks by the scheduled callback date (“when to call back”). To use the calendar, click on it and select one date (this will automatically be set as the Start Date), then select another date (End Date). If the dates are selected in reverse order, the system will automatically swap them. The key requirement is to select two dates.

• b. Campaign Name Filter - to start filtering by campaign name, click the input field and begin typing. Then select the required value from the dropdown list.

• c. Agent Filter - filters callbacks by the agent who created the callback for the lead. Click the input field, type the agent’s name, and select the required value from the dropdown list.

• d. Callback Status Filter - to filter by callback status, click the dropdown list and select the required status. You can start typing the status name to simplify the search.

• e. Comment Filter - allows you to search for callbacks by comment by entering a value in the search field.

• f. Records Per Page Selector - limits the number of records displayed on the page. Available options:

  i. 10

  ii. 15

  iii. 25

  iv. 50

  v. 100

• g. Information Icon - clicking this icon displays a tooltip with information about the available callback statuses.

2. The callbacks table consists of the following columns:

• h. Created – date and time when the callback was created

• i. Phone At – scheduled date and time for the callback

• j. Comment – comment added to the callback

• k. Status – callback status in the system

• l. Lead – lead name

• m. Phone – lead’s mobile phone number

• n. Call Status – status assigned by the agent as a result of the call

• o. Campaign – campaign to which the lead belongs

• p. Author – agent who created the callback

• q. Edit – button to edit the callback

• r. Cancel – button to cancel the callback

Editing a Callback

To edit callback settings, click the pencil icon in the corresponding callback row:

In the edit window, you can change:

• Scheduled Time – the date and time when the callback will be made

• Comment – the callback comment

After making changes, click “Save changes” to apply them, or “Cancel” to discard the changes.

Blacklist

On the Blacklist page, you can add phone numbers that the system will ignore during future outbound calls to lead lists.

The page includes the following elements:

1. Phone number search field

2. Comment search field

3. Country-based number search field

4. Pagination

5. Add to Blacklist button

You can add numbers to the blacklist by clicking the Add to Blacklist button. When clicked, the following pop-up window will appear:

In this window, enter the phone number using the keyboard and, optionally, add a comment. Then click “Save”.

Previously added blacklist entries can be edited using the “pencil” icon or deleted using the “trash” icon.

Importing Leads

On the Lead Import page, you can import leads using the following form:

Before starting the lead import process, you need to familiarize yourself with the template that you will use to create the import file. This template can be downloaded to your computer using the 'Download now' button:

After downloading the template, you will need to structure the lead data you plan to import according to the template format.

To review the correct formatting instructions, refer to the section “Lead Import Guidelines” {insert link to this section}. Once your data is properly formatted and the file is ready, you may proceed to the next step — importing the leads into the dialer system.

To import leads into the system, you will need to:

1. Select the lead list to which the selected leads will be imported.

Leads can either be imported into an existing lead list or uploaded into a new lead list.

To create a new list, click on the dropdown menu of lead lists and select 'Create new list +'.

After that, a window for creating a new list will appear, where you will need to provide a name for the list and click 'Submit'. If, at this stage, you change your mind and decide not to create a new lead list, click 'Cancel'.

2. Select the status setting option: either ‘set status from import file’ or ‘set default status’. This value can be changed using the checkbox.

3. If needed, you may use one of the two optional features to enhance the lead import process:

• a. Allow empty names - allows importing leads with an empty LeadName field. The option must be enabled before the actual import process. Note that the LeadName column is still required in the .csv file, but the field values may now be left blank.

• b. Shuffle before import - allows you to shuffle leads before importing them into the system. You can enable it either before or after selecting the file for import. It is important to note that the shuffling occurs only within each selected .csv file. If multiple files are imported, they will not be mixed with each other, but the order of leads within each individual file will be randomized.

You can also view the lead statuses and their descriptions by clicking the 'See the status descriptions' button.

4. Click the 'Browse' button to select the required file.

5. The next step is to select a file on your computer using the built-in file upload application. Below is an example from the Ubuntu operating system (if you are using Windows or Mac, this window may differ from the one shown in the example). You need to locate and select the required file on your computer. After selecting the file, click the 'Open' button in the window:

6. Once the file has been selected and uploaded, you will be able to click 'Submit' to confirm the import:

7. Done: After uploading, the new lead list will appear on the Lead Lists page {link to lead lists: link1}.

Note: By default, the “Check duplicate numbers to current selected lead list” option is always enabled. This means that before a file is uploaded, the system will verify whether it contains any duplicate phone numbers within the selected lead list. If duplicates are detected, the file will not be uploaded, and an error message will be displayed.

However, the same phone number can exist across different lead lists, as duplicates are only checked within the currently selected list.

Possible Issues During Lead Import

If, during file upload, the system detects issues such as duplicate numbers or statuses that are not recognized by the system, it will display the corresponding error messages:

To proceed with lead import, you must first remove any duplicate numbers. Click the “Duplicate Numbers” button. This will open a window displaying all detected duplicate numbers, where you will have the option to delete them. Note: Lead import cannot continue until all duplicates are removed.

If the error is related to statuses that are not recognized by the system, click the “Unknown Statuses” button. A new window will open, allowing you to choose one of the following actions:

• Create new statuses in the system to match the unrecognized ones.

• Replace all unrecognized statuses with existing statuses in the system.

Once all issues are resolved, you will be able to continue with the lead import process:

Template Download for Lead Import

To download the template for lead import, you need to click the 'Download now' button at the bottom of the page:

Instructions for Lead Import

On the Lead Import Instructions page, you can view a visual example of the import document and familiarize yourself with its structure:

This template provides the key properties that the file to be imported into the system must have, specifically:

1. The file format must be one of the following: CSV or XLS;

2. The file size should not exceed 4 MB;

3. The file may contain up to four columns, of which two are mandatory and two are optional. Any additional columns beyond these will not be processed during the import:

a. Lead Name - mandatory, maximum 64 characters;

b. Lead Phone - mandatory, maximum 16 characters;

c. Lead Status - optional, maximum 12 characters;

d. Source - optional, maximum 12 characters.

Clicking the 'Import leads' button will take you to the Lead Import page.