If an agent speaks to a customer who does not want to be called again, they will need to add that contact's phone number to a black list. You can use outcomes to allow agents to do so. For more complete information on creating outcomes, see the article Results - Creating and editing outcomes. This article looks specifically at the settings relating to blacklists.
Blacklists and outcomes
If you have a single blacklist that all numbers are added to, you can create a global outcome that is available in all projects, alternatively, you can create different project specific outcomes to allow agents to add numbers to different lists.
In your Admin account, to create a global outcome:
- Go the General Settings page.
- Go to the Global outcomes subpage.
- Click Create new button.
- Type a name for the reason.
In your Admin account, to create project specific outcomes:
- Go to the Projects page.
- Go to the Project List subpage.
- If necessary, search for the project you want to add an outcome to.
- Click the name of the project to edit it.
- Scroll down to the Results section.
Under Project specific outcomes:
- Click the New reason button.
- Type a name for the reason.
Moving settings
Whichever type of outcome you are creating, the Moving settings section contains the controls for blacklisting numbers.
- Click to tick the Move number to blacklist checkbox.
- Click the Select global or sponsor specific black list field.
- Click to select the Global or sponsor specific list. You can select multiple lists with Ctrl-click.
- Click the Save button.
Make any other changes to the outcome that are needed.