Professional (CSV) 

User Guide

Updated May 2022

Welcome!

Thanks for your interest in AutoReach! We’ve helped businesses like yours make millions of calls and can’t wait to get you started on our dialer integration with Zoom Phones.

Below you’ll find a detailed technical overview on AutoReach. For any additional questions, please contact support@autoreach.io or reach out directly to your AutoReach CSM.

AutoReach + Zoom Setup

1. Download the Zoom App

Download the Zoom Client for Meetings via this https://zoom.us/download

2. Enable Zoom Phone Access

Follow this Zoom knowledge base article to enable Zoom Phones for the users needing AutoReach. The final product should display a phone icon once complete.

3. Confirm access to AutoReach

1. Log into AutoReach
2. Click on the Zoom logo, which will authenticate you into AutoReach via SSO with your Zoom login credentials
   
   
3. Select Allow
   
   
4. Your screen should look like this once you’ve successfully logged in.
   
   AutoReach may ask you to enter in your timezone and accept our terms of service if this is the first time that you’re logging in
   
   

4. Managing Active Users

1. On the navigation menu bar (left side on the UI), select Manage Active Agents
2. You will then see all the active users that you have in Zoom
3. To provision AutoReach user access, check the Active checkbox and then select Save
   

5. Assigning Roles

Now you’ll need to assign your active users a role in AutoReach: Here are the options available:

Admin has full edit privileges within AutoReach

Supervisor: can not configure AutoReach settings but can build lists and assign them to agents

Agent: can dial lists that they create themselves (if enabled) or ones that are assigned to them

1. On the navigation menu bar, select Roles
2. All newly activated agents will be assigned an Agent role by default
3. You can change a user to an Admin or Supervisor role by selecting Update
   
4. Check the checkbox for the role that you want to assign
5. Click Save

List Creation

Preparing a CSV

Lists of records can be uploaded into AutoReach via CSV. A sample template can be downloaded here for reference.

By default, AutoReach automatically recognizes 3 configurable column headers: name, company, and title. Additionally, we can recognize phone number,  email,  and external URL (for screen pops) but these two can not be changed.

AutoReach will perform a CONTAINS function against the column headers in your CSV to identify which columns of data that you want to bring into AutoReach. Under Account Settings, you’ll need to enter in values that match the column headers from your CSV in order to pull in those columns.


FAQ: How do I add more custom columns?

• You can leverage Excel’s CONCATENATE function to combine multiple columns together
• Example: if you want to merge Column A and column B together in a CSV, you can input this into a cell:

• =CONCAT([Cell of Column A Header]>, “-“ , [Cell of Column B Header])
• The “-” puts a - to separate the two values

Note: Keep in mind that CSV Custom Column Names are an account-wide setting meaning that they apply to all future CSV imports. Therefore, it’s important that you keep your CSVs in the same format with the same column headers.

Uploading a CSV

1. From the AutoReach My Lists homepage, select Add under Add New List
   
   This will bring you to the following window:
   
2. Insert a list name
3. Upload the CSV by clicking into the CSV box or via drag-and-drop
4. Insert a value for Hours since last attempt

1. An agent might enable this feature if they don’t want to excessively call a record within a short timeframe. If a value is filled, AutoReach will skip the records in the list that were recently dialed within the time defined timeframe.
   
   Note: If there is a pink bubble next to the call record, this signifies that it is within the ‘hours since last attempt’ window.

5. An admin can insert a Start and End of Calling Window which will be based on a record’s area code. For example: if an agent is calling a 415 San Francisco area code, AutoReach will treat the Start/End Calling window in Pacific Standard time (PST).
6. Multi-rep lists can only be created by a supervisor or admin. To enable a multi-rep list, select Multiple Reps to see the following settings:
   

Enter the desired values for:

2. Number of Redials per Contact: max number of times a record will be called again
3. Rest Period between Redials (in minutes)
4. Records Per Agent: number of records that an agent can see in their dialing session at any given time

7. Save List
8. Once lists are saved, they will appear in the AutoReach My Lists homepage

Assigning Lists

In AutoReach, there are two methods for creating and assigning lists:

1. Option 1: An Admin or Supervisor role will create lists and assign them to their respective agents.

1.  Single-rep lists can be assigned to an agent during the List Creation view where you can assign an agent in the Assignee section (see below)
   
2. Assignments for multiple-rep lists can be handled under the Manage Assigned Lists on the navigation menu bar

1. Click Edit next to the list that you’d like to configure
2. In the Assignees  field, type the agent(s) that you’d like to add
3. Save
4. Now the assigned lists will appear in your agents’ respective My Lists homepage
   
   FAQ: If you are missing the Manage Assigned Lists button, that means you are allowing agents to create their own lists which can be changed in the Account Settings
   
   OR
   

2. Option 2: An agent creates their own single-rep lists and can call lists they created. Their assigned lists will automatically appear in their My Lists  section.
   
   Admins and supervisors can still create multiple-rep lists however they will be made available to all agents.
   
   Agents can build their own lists if granted permission under the Account Settings

Agent Experience

Launch a Dialing Session

1. Agents can view all of their assigned lists in the My Lists section which looks like the below image:
   
2. Select the Launch button to launch a list
3. Insert the necessary launch settings
4. You’ll then see your list loaded into a dialing session. Prior to starting, here are some helpful items to point out:
   

1. My Lists: shows the current list being called (highlighted in blue) and other lists that are assigned to the agent
2. Start Calls: select this button to begin a dialing session
3. Next: skips to the next record
4. Finish: ends the agent’s dialing session and brings you back to the AutoReach My Lists homepage
5. Session Status: identifies the current state of the dialing session
6. AutoTab:  if enabled, AutoReach will automatically screen pop an external URL of your choice (ex CRM, ERP, etc.) This feature allows your agents to receive contextual information about a call record which helps them be prepared for each conversation.
7. Delay Slider: allows you to input a lag prior to each phone call. This can be useful when used in conjunction with AutoTab so that agents have ample time to review their screen pop or finish outstanding aftercall tasks
8. Rearrange Slider: if this is function is enabled under Account Settings,  an agent has ability to click this icon and drag the record to another place in the list
9. View External URL: will open the external URL that is associated with a record in a separate tab. If an agent decides not to use AutoTab, this will be another alternative to manually view contextual information via a screenpop
10. Actions: open up the ellipsis to view the following actions:
    

1. Schedule/Manage callback: allows you to create a future call task (with notes) if a callee asks your agent to call them back at a later date/time
   
   
   
   When the time for the callback arrives, the scheduled callback will appear as the next record in your current dialing session. Additionally, the user will also receive an email notification regarding the scheduled callback. 
   
   
2. Remove from list has the following options:

1. Just this call down or task
2. All call downs (or tasks) of this list
3. All lists

3. Skip call: passes on the existing record and moves onto the next
4. Add to do not call list: adds the record into the AutoReach DNC list and prevents it from being called again
5. Start calls here: if agents are allowed to reorder lists, they can indicate where in the list they’d like to begin
   

Dialing Modes

AutoReach provides both Power and Preview Dialing which can be explained below.

Preview Dialing: When the agent begins their dialing session, they’ll be given a preview of each record ( in the form of a screen pop if available). Upon reviewing the record, the agent will either call or skip the record. If the agent skips the record, they’ll be presented a preview of the next record where they’ll need to make the same decision of calling or skipping. This behavior continues until you reach the bottom of the list.

Power Dialing: When the agent begins their dialing session, AutoReach will automatically place an outbound call to the first record. Once that call is complete, AutoReach will then automatically call the next record. This behavior continues until you reach the bottom of the list. The biggest difference in Power Dialing is that you don’t give your agents the freedom of skipping a record, thus allowing them to call every record and make more phone calls.

By default, AutoReach will equip your agent with Power Dialing. You can toggle to Preview Dialing by clicking Switch to Preview

Once you’ve switched to Preview Dialing, you’ll need to click the Launch Preview Controls Window button to see all of your call controls as mentioned above. The window should look something like this:

Handling Inbound Calls (Blended Dialing)

If blended dialing is enabled, inbound calls will be prioritized over an active dialing session so that agents can answer the call as quickly as possible

1. Agent completes the current call in a dialing session
2. The inbound call will be presented in Zoom
3. Upon accepting the inbound call, AutoReach will automatically pause the dialing session so that the agent can answer the inbound call that’s waiting in queue
   
4. After completing the inbound call, the agent can enter back into the dialing session by selecting Start Call to unpause the dialing session and finish the remaining call records 

Reminder: it’s important to coach your agents to set the delay slider to a value that’s greater than 0 seconds. This is a required step to enable blended dialing.

Dialing Session Settings

Account Settings

• Allow Reps to Re-Order/Remove Contacts from Lists

• Start All Lists with AutoTab Enabled

• AutoTab automatically screen pops an external URL of your choice (ex CRM, ERP, etc.) This feature allows your agents to receive relevant contextual information about a call record which helps them be prepared for each conversation.

• Allow Reps to Create Lists

• Max Delay Slider Value (on main dialer screen)

• This value controls the max length on the delay slider, which allows you to input a lag prior to each phone call. This can be useful when used in conjunction with AutoTab so that agents have ample time to review their screen pop

• Blended Dialing Enabled 

• Our blended dialing mode prioritizes an inbound call over an active dialing session.  Here’s how the behavior works:

• Agent completes the current call in a dialing session
• AutoReach will automatically pause the dialing session so that the agent can answer the inbound call that’s waiting in queue
• Upon completion, the agent will enter back into the paused dialing session to finish the remaining call tasks.

• The delay slider (see above) is also a required setting that must be used to enable blended dialing:

• An admin user needs to adjust the Max Delay Slider Value to be greater than 0 seconds
• Agents also need make sure that their delay slider is greater than 0 seconds

• Preview Countdown Timer in Seconds (0 disables the countdown)

• This represents the number of seconds in which an agent can accept or skip a record in a preview dialing session. If no decision is made by the agent at 0 seconds, AutoReach will automatically make an outbound dial to that record. This is used similarly to the Max Delay Slider (value above) but for preview dialing.

• Lists Reset Due to Inactivity
• Shared List - List Timeout Period (in minutes)

• The list timeout period is part of the equation that controls when a dialing session is reset (the other is the agent timeout - see below). It represents the time since the list was created and is a protection against re-running/recreating the same shared list.

• Shared List - Agent Timeout Period (in minutes)

• The agent timeout period is part of the equation that controls when a dialing session is reset (the other is the list timeout above). It represents the time since the last agent was active on a given list. This value also represents the length of time before an agent’s uncompleted call tasks are returned to the pool.

• Do Not Call

• Quick DNC management allows you to enter in phone numbers in AutoReach’s DNC repository
• Bulk DNC Upload allows you to import a collection of DNC numbers into AutoReach’s DNC repository
• Download DNC List

• CSV Custom Column Name

• By default, AutoReach automatically recognizes name, company, title, email, and external URL. We allow you to import 3 custom column headers

AutoReach will perform a CONTAINS function against the column headers in your CSV to identify which columns of data that you want to bring into AutoReach:


FAQ: How do I add more custom columns?

• You can leverage Excel’s CONCATENATE function to combine multiple columns together
• Example: if you want to merge Column A and column B together in a CSV, you can input this into a cell:

• =CONCAT([Cell of Column A Header]>, “-“ , [Cell of Column B Header])
• The “-” puts a - to separate the two values
  

Agent Settings

• Timezone: agents should adjust to their local time as this is important for scheduled callbacks
• Contacts Removed from All Lists: blocked numbers that are removed from the ‘Remove from list’ action button are managed here
  

Removing AutoReach

You can follow these instructions if you no longer need AutoReach and need to remove the app from your Zoom instance

1. Log in to your Zoom account and navigate to the Zoom App Marketplace
2. Click Manage > Added Apps
3. Click on the Remove button

FAQs

1. Q: What’s the max number of records that I can put into a list?
   A: Unless there are multiple agents calling down a list, we recommend lists of a couple hundred contacts at most. If you have too many records, AutoReach will notify you in the UI. ,

2. Q: Is there a sample CSV template that I can follow for my lists?
   A: A sample CSV template can be downloaded here.

3. Q:How do I add more custom columns?
   A: You can leverage Excel’s CONCATENATE function to combine multiple columns together

1. Example: if you want to merge Column A and column B together in a CSV, you can input this into a cell:

1. =CONCAT(Cell of Column A Header, “-“ , Cell of Column B Header)
2. The “-” puts a - to separate the two values