Overview
The Lead Management page lets you reset leads that have already been called — either because they have reached their maximum call attempts, been given a final result code, or both. Resetting them makes them eligible to be dialled again.
To access it, go to Data > Lead Management.
Note. There are Ofcom compliance rules that apply to resetting leads. Always ensure it is safe to do so before proceeding — in particular, the system applies a 24-hour protection for answer machines and a 72-hour protection for dropped calls by default. See the Compliance section for more detail.
There are four stages to the process: Settings, Properties, Result Codes & Statuses, and Summary.
Use case examples:
- Bad number resets — leads repeatedly dispositioned as bad numbers may have been classified incorrectly due to a temporary issue. Resetting them allows the system to attempt contact again.
- Short call resets — calls that are very short and have been dispositioned as final, or have reached max attempts, can be reset to allow a further contact attempt with the possibility of a different outcome.
Stage 1: Settings
Templates
Templates let you save your Lead Management configuration for reuse — useful if you run the same reset process on a regular basis. Any previously saved templates are listed at the top of the page. Select one to apply all its settings automatically.
To create a new template, click Create template and enter a name in the dialogue box that appears. Once saved, the Create template button is replaced with three options:
| Button | Description |
|---|---|
| Delete template | Permanently removes the template from the system. |
| Save template | Saves the current settings to the template. Each stage of the process must be saved individually to update the template. |
| Exit template | Deselects the current template without deleting it. |
Settings options
| Field | Description |
|---|---|
| Override compliance | When set to Yes, overrides Ofcom compliance protections — answer machines called within the last 24 hours and dropped calls within the last 72 hours become eligible for reset. By default this is set to No, keeping those leads protected. Only override this if you are certain it is compliant to do so. |
| Record age | Filters the lists available for selection based on record age. Three options are available: All records — all lists on the system are shown (default) Age range — narrows the list to records within a specified age range Date range — narrows the list using specific start and end dates |
Selecting lists
Once your settings are configured, select the lists you want to reset leads on. Lists are grouped into two categories:
| Category | Description |
|---|---|
| Running lists | Lists currently active in a running campaign. Click the arrow to expand and select individual lists using the checkboxes. |
| Active lists | Lists that are active but not currently running in a campaign. Click the arrow to expand and select individual lists. |
Once your lists are selected, click Next to proceed to the Properties stage.
Stage 2: Properties
The Properties page shows a count of phone numbers matching your filter criteria so far. If the number is higher than expected, use the Back button to return to Settings and refine your selection.
| Field | Description |
|---|---|
| Callable options | Determines which leads are included in the reset: Finalled — leads that cannot be automatically called again (have a final result code) Active — leads that are still eligible to be dialled in the future Everything — all phone numbers on the selected lists |
| Override final results | When checked, leads with a final result code (excluding DNC) become eligible for reset. |
| Override max attempts | When checked, leads that have reached their maximum call attempt limit become eligible again. For example, a lead with a max of 10 attempts will become eligible for one further call — reaching 11 attempts will final it again. At the confirmation step you will have the option to reset attempts back to 0. |
| Call duration | Filter leads by the duration of their last call. Select All to include all call lengths, or choose Seconds or Minutes and enter a range to narrow the selection. |
| Exception type | Filters leads based on whether their call duration falls within the exception threshold set on their result code: All — includes both exceptions and non-exceptions Over — includes only calls over the exception threshold Under — includes only calls under the exception threshold Note. If you need to reset both over and under exceptions, you will need to run the process twice. |
| Supplier | Filter leads by the supplier assigned at the point of import. Only one supplier can be selected per run. |
Click Next to proceed to the Result Codes & Statuses stage.
Stage 3: Result Codes & Statuses
This stage lets you narrow the reset further by selecting specific lead statuses and result codes. The matched record count shown at the top of the page updates to reflect your selections.
Lead Statuses
Select the lead statuses you want to include in the reset by ticking the relevant checkboxes.
Call Results
Once you have selected one or more lead statuses, a list of result codes associated with those statuses appears below. Select the specific result codes you want to reset leads against.
Click Next to proceed to the Summary.
Stage 4: Summary
The Summary page shows a breakdown of the leads that will be reset based on all the settings and filters applied across the previous stages. Review this carefully before confirming.
Compliance
A compliance message is always shown on the Summary page. The message displayed depends on whether you chose to override compliance on the Settings stage:
- Override compliance set to No — the message confirms that answer machines called within the last 24 hours and dropped calls within the last 72 hours are not included in the reset, in line with Ofcom regulations.
- Override compliance set to Yes — the message confirms that those leads are included in the reset, and that you have chosen to override the compliance protections.
To change the compliance setting, use the Back button to return to the Settings stage.
Result code breakdown
A breakdown of result codes and the number of leads associated with each is shown here, so you can see exactly what will be reset before confirming.
Resetting records
When you are satisfied with the summary, click Reset records. A confirmation dialogue will appear — confirm to proceed.
Once the reset completes, a results screen is displayed showing how many leads were reset and any that were excluded.