This page of the product allows you to reset any leads that have already been called through the system. Leads that have been 'finalled' or reached max attempts can be reset to allow you to call them again. 

There are Ofcom compliance rules around this action so you should always ensure it is safe to do so.

The page give you the ability to reset leads based on result codes and statuses, as well as determining call duration, exception type and supplier.

Use case examples

Clients who have had several 'Bad number' outcomes may want to periodically reset the leads to attempt to contact them again as there may have been an issue which resulted in the system classifying them as a bad number incorrectly.

Short calls. Users may sometimes disposition calls that are very short in length and have been dispositioned as a final/something else, meaning you won't call them again. Another scenario could be that these short calls have happened and you have reached max attempts, so you won't automatically call them again. Resetting these leads means you can call the numbers again and possibly get a different outcome.

Settings stage

Templates

Templates are useful when you want to manage your leads on a regular basis and allow you to save specific settings for a quicker experience on future visits to the page. 

If any templates have been previously saved, under the Templates header you will see the list of templates you can select from. Simply select one to use it and everything on the page will change accordingly.

At the top of the screen you can choose to create a new template for the lead manager to follow. 

Create Template

Clicking the blue button will produce a dialog box for you to enter a name for the new template.

Once you add a name and press save, the 'Create Template' button will be replaced with the following buttons;

Delete Template This will permanently delete the template from the system.	Save Template Allows you to save changes/new templates.	Exit Template If you have selected a template, this deselects said template.

When creating templates, each stage of Lead Management needs to be saved to update the template.

Next, you must select all lists with which you want to filter by.

Override compliance - You can choose to override compliance. 

Selecting YES will override any compliance settings on leads on the lists resulting in possible breach of regulations for answer machines and dropped calls. By default, the system keeps answer machines within 24 hours and dropped calls within 72 hours out of the filter process to comply with Ofcom regulations.

Record Age - You can select 3 options from the dropdown.

All records	This option is selected by default and will allow all lists on the system to be visible.
Age range	Selecting this option allows you to select an age range for lists.
Date range	Selecting this option will result in a pair of date pickers being available for you to set a date range for the lists.

Once the above options have been decided, you can then select the lists you wish to reset leads on...

Running lists - This will show all the current running lists available. Clicking the arrow will display all the lists running with a check box next to each for selection.

Active lists - This will show all the current active lists available. Clicking the arrow will display all the active lists with a check box next to each for selection.

Once you have selected your lists, you can then click the next button, at the bottom of the screen, to move to the 'Properties' page of the process.

Properties

You will see a message on screen that reads - 'There are XXXX phone numbers found matching your specified filters. To narrow down this list, go back to previous screens to refine your search criteria.'

If you need to make any changes, you can click the back button to navigate to the previous page.

Result codes & Statuses

You will see a message on screen that reads; 'There are XXXX phone numbers found matching the filters you have specified. To narrow down this list, you can go back to previous screens to refine your search criteria.' If you need to make any changes, you can click the back button to navigate to the previous page.

Lead Statuses - Here, you can select which Lead Statuses you would like to manage by selecting the check box next the the required options.

Call Results - You can also select call results (result codes) to manage here.  These options will appear when you select the lead statuses. 

Summary

You will see a series of 4 boxes breaking down the numbers of leads being reset.

Compliance

You may see a message on screen that reads;

'Due to regulations, answering machines that have been called within the past 24 hours, and dropped calls within the last 72, are not reset. To modify this setting, return to the settings tab and toggle the override compliance rules checkbox.'

This will only show if you have not chosen to override compliance rules.

If you have chosen to override the compliance rules you will see the following message;

'You have chosen to override compliance, answering machines that have been called within the past 24 hours, and dropped calls within the last 72 are eligible to be reset. To modify this setting, return to the settings tab and toggle the override compliance rules checkbox.'

Result Code Breakdown

Here you can see what result codes will have phone numbers reset. The number of lead numbers to be reset is shown beside each result code.

Reset Records

Once you are happy with all the settings, you can click the 'Reset Records' button. Doing so will display a dialog box to confirm the reset.

Once the reset has completed, you will be presented with a screen showing the results of the reset;