Engage Voice: Outbound Admin Basics

Engage Voice: Outbound Admin Basics

If you are an administrator, this course helps you get started with Admin Platform features and configuration settings within RingCentral Engage Voice for outbound dialing and campaign management.

About this course

Overview

If you are an administrator, this course helps you get started with Admin Platform features and configuration settings within RingCentral Engage Voice for outbound dialing and campaign management. Learn how to choose the right dialer for your contact center and to help increase call rates. Also, learn best practices for uploading lead lists and managing lead details. Gain a deeper understanding of caller ID management for outbound dialing and discover how to create and manage dispositions for improved insight into call outcomes.


Objectives

  • Identify the primary components for outbound dialing configuration
  • Navigate and leverage the Admin platform for outbound configuration
  • Configure agents and permissions for outbound dialing
  • Become familiar with Engage Voice dialers and other dialing options
  • Create and manage outbound campaigns
  • Upload land manage lead lists
  • Update and manage lead information
  • Understand system dispositions and manage agent dispositions
  • Leverage compliance-supporting tools
  • Manage caller ID options for outbound

Agenda

  • Introducing Engage Voice for administrators
    • Key benefits
  • Navigating the Admin platform
    • Admin platform access
    • Navigation and platform features
  • Configuring agents for outbound
  • Configuring outbound dialing
    • Dialers and other dialing options
    • Dial groups
    • Agent assignment
  • Creating and managing campaigns
    • Campaign and dialer settings
    • Audio and recording settings
    • Agent settings and integrated scripts
    • Local caller ID settings
    • Compliance settings
    • Business hours (schedules)
    • Phone book management
    • Dial plans
    • Lead list uploads and templates
    • Bulk editing and cloning
  • Managing leads
    • Lead search
    • Lead updates and actions
  • Disposition management
  • Caller ID management and compliance-supporting tools

Copy this link to share this course: https://university.ringcentral.com/series/engage-voice-outbound-admin/engage-voice-outbound-admin-basics

Engage Voice: Outbound Admin BasicsLevel 1

  • Introduction to Outbound Admin Basics 5 min
  • Reviewing Agent Permissions for Outbound 3 min
  • Understanding Primary Outbound Campaign Components 4 min
  • Choosing the Right Outbound Dialer 14 min
  • Creating Dial Groups 10 min
  • Configuring Campaigns 39 min
  • Managing Business Hours (Schedules) 3 min
  • Creating Requeue Shortcuts 4 min
  • Managing Phone Books 3 min
  • Uploading Lead Lists 19 min
  • Understanding Dial Plans 5 min
  • Configuring Agent Dispositions 11 min
  • Configuring Campaign Pass Actions 5 min
  • Managing Leads 8 min
  • Managing Caller IDs 4 min
  • Understanding Compliance Supporting Tools 4 min
  • Seeing It All in Action 8 min
  • Maintaining Outbound Campaigns 3 min
  • Additional Resources
  • Downloadable Agenda 5 min
  • Job Aid: Engage Voice: Using Salesforce for Admins 5 min
  • Job Aid: Engage Voice: Configuring Outbound Campaign Predictive Dialer 5 min
  • Job Aid: Engage Voice: Configuring Outbound Campaign Preview Dialer 5 min
  • Job Aid: Engage Voice: Configuring Outbound Campaign Progressive Dialer 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey

About this course

Overview

If you are an administrator, this course helps you get started with Admin Platform features and configuration settings within RingCentral Engage Voice for outbound dialing and campaign management. Learn how to choose the right dialer for your contact center and to help increase call rates. Also, learn best practices for uploading lead lists and managing lead details. Gain a deeper understanding of caller ID management for outbound dialing and discover how to create and manage dispositions for improved insight into call outcomes.


Objectives

  • Identify the primary components for outbound dialing configuration
  • Navigate and leverage the Admin platform for outbound configuration
  • Configure agents and permissions for outbound dialing
  • Become familiar with Engage Voice dialers and other dialing options
  • Create and manage outbound campaigns
  • Upload land manage lead lists
  • Update and manage lead information
  • Understand system dispositions and manage agent dispositions
  • Leverage compliance-supporting tools
  • Manage caller ID options for outbound

Agenda

  • Introducing Engage Voice for administrators
    • Key benefits
  • Navigating the Admin platform
    • Admin platform access
    • Navigation and platform features
  • Configuring agents for outbound
  • Configuring outbound dialing
    • Dialers and other dialing options
    • Dial groups
    • Agent assignment
  • Creating and managing campaigns
    • Campaign and dialer settings
    • Audio and recording settings
    • Agent settings and integrated scripts
    • Local caller ID settings
    • Compliance settings
    • Business hours (schedules)
    • Phone book management
    • Dial plans
    • Lead list uploads and templates
    • Bulk editing and cloning
  • Managing leads
    • Lead search
    • Lead updates and actions
  • Disposition management
  • Caller ID management and compliance-supporting tools

Copy this link to share this course: https://university.ringcentral.com/series/engage-voice-outbound-admin/engage-voice-outbound-admin-basics

Engage Voice: Outbound Admin BasicsLevel 1

  • Introduction to Outbound Admin Basics 5 min
  • Reviewing Agent Permissions for Outbound 3 min
  • Understanding Primary Outbound Campaign Components 4 min
  • Choosing the Right Outbound Dialer 14 min
  • Creating Dial Groups 10 min
  • Configuring Campaigns 39 min
  • Managing Business Hours (Schedules) 3 min
  • Creating Requeue Shortcuts 4 min
  • Managing Phone Books 3 min
  • Uploading Lead Lists 19 min
  • Understanding Dial Plans 5 min
  • Configuring Agent Dispositions 11 min
  • Configuring Campaign Pass Actions 5 min
  • Managing Leads 8 min
  • Managing Caller IDs 4 min
  • Understanding Compliance Supporting Tools 4 min
  • Seeing It All in Action 8 min
  • Maintaining Outbound Campaigns 3 min
  • Additional Resources
  • Downloadable Agenda 5 min
  • Job Aid: Engage Voice: Using Salesforce for Admins 5 min
  • Job Aid: Engage Voice: Configuring Outbound Campaign Predictive Dialer 5 min
  • Job Aid: Engage Voice: Configuring Outbound Campaign Preview Dialer 5 min
  • Job Aid: Engage Voice: Configuring Outbound Campaign Progressive Dialer 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey