The main use of calling time plans is to allow you to import data which has a variety of different data types to be called in different time zones (you are also able to import without using individual codes, e.g. ‘This import is just for EST’). You can import data into a single list, and it will call that list, ensuring that it respects the appropriate time zone for all the leads as necessary. In addition to that, you can setup different times that you can call for data that is in the same time zone. So, if you have marketing or sales that has a more restrictive set of regulations than say, charity calling which may have a lack of or different regulations, you can account for both of those using this system.
Note - Please contact support if you wish to have this feature activated on your portal.
What's involved
The process follows these steps
- Calling Plans assigned Calling Spans that may/may not contain time zone codes.
- Calling plans with Calling Spans assigned to Lists.
- Import Leads with a time zone and/or time zone codes.
Glossary of terms
Calling Plans - Assigned to Lists, this controls when you can call the data on a list.
Calling Spans - The specific schedules for calling the time zone(s) (can have multiple on a Calling Plan).
Lists - Pots of data.
The Calling Plan Screen ^
Selecting a Plan displays the Spans assigned/Un-assigned to the Plan. Selecting a Span display the settings for that Span.
Schedule times are shown at the bottom of page, one for each day, allowing you to manage daily calling, meaning you can set different times in the week and at weekends. This is the local time of your location you wish to call.
You will need to work out what time is suitable to call contacts in the time zone specified and set your schedule accordingly as there may be compliance requirements for the time zone specified E.g. If 9am in China is 3pm GMT, set the schedule to start at 3pm on the page as that is your time (GMT for example).
Time zone short codes
Time zone short codes can be used to map a time zone to a lead during the import process (these are NOT case sensitive).
It's worth noting here these codes don't have to be used and you can set a time zone as default to your imports.
If a span DOESN'T have a short code, or it has a short code with no match, it will fall back to the default time zone set during import. If the default was BLANK on the import it will be set as 'UNKNOWN' time zone which would mean the lead could be called at any time since there's no span assigned.
NOTE - If the default time zone DOES NOT have a span in the calling plan, the associated leads will NOT be called.
Ensure the codes are added with commas in between them E.g. GMT, EST, BST and so on. Theses codes will correspond to codes you add to your data prior to importing. When they match, the phone type will be set to the time zone of the span. E.g. Code = GMT on a contact imported, numbers mapped for that contact in 'home, work or mobile' will then be called in the time zone specified by the span with the matching code GMT (which would be setup as GMT obviously).
When a contact is called, it's called by the schedule set on the Span for that time zone.
Important note - Home, Work, Mobile
If you import multiple numbers and indeed multiple number types (Home, work, mobile) you need to ensure the correct spans are assigned to your Calling plan. E.g. a Home number has a GMT short code assigned, you can call those leads in GMT. If you also have a work Span and this doesn't have GMT, the Work numbers won't be found or called in that time span.
'Start time zone' and 'end time zone' is the actual time zone times your span will adhere to.
Importing data for specific time zones.
As part of your import process, you can assign short codes for your time zones. These short codes are completely bespoke to you, not case sensitive and don't have to match a certain criteria E.g. GMT, EST etc. You could in fact choose any code such as Red, Blue, Green or AUS1, AUS2 etc. whatever is relevant to you as a business.
Blank means 'nothing' and will use the default time zone for the import.
Why have we added codes?
Imagine a BPO, all their suppliers may use different codes for their time zones, one provider may use NSW, one may use New South Wales and another might use New SW. Simply put, custom codes allows much greater flexibility.
The Import process
Previously, when uploading data, you would have to separate your imports by time zones and import separately, adding time and complication to the import process. Now, you can simply apply your codes to your data and import in one go and the system will automatically allocate the time zones based on your codes.
Import leads settings (1st page)
Static(default) time zone - YES or NO, relevant because if mapping is not found, the import will use the time zone specified. If this is off, the default will be 'zero' which equates to an unknown time zone. With this set to ON, you can then select your default time zone.
When mapping your data as part of the import, your time zone short codes can be mapped to the Lead table field titled Time Zone Code.
If you wish to display the time zone code to users during calls, you can add it to the call info also.
NOTE - Codes that don't match a Spans codes will revert to the default time zone and again, if this time zone doesn't have a Span, the leads will not be called.
A note on spans
The system constantly looks at lists and the contacts within and checks for the relevant spans. If the span schedule is 'on' the leads will be called, if its 'off' the leads won't be called.
How do schedules work on spans?
Think of it like this,
- Schedules on a list/campaign - users can dial between these times.
- Schedules on a span - users can dial 'this lead/contact' within these times.
If both of those align, the calls will be made.