CXOne Dialer List Setup and Reset.

CXOne Dialer List Setup and Reset.


Finding Training Users in Salesforce


  1. In Salesforce, go to Setup and type "user" in the Quick Find box.
    1. Choose "Training Class" in the List View dropdown menu.
    2.  All the users in the training class will auto populate as shown below.  The trainees all need to be setup in CXOne.



Adding the New Users into CXOne (Contact Center)


  1. Log in to the Contact Center
    1. https://na1.nice-incontact.com/login/#/

  2. Click on "ACD Skills" on the left side panel in CXOne.
    1. Search for the desired user in the search box next to "Create New" and hit enter.
    2. Each Sales Person should have 2 Lead Lists: Working and Rebook.  Click the "Working" option out of the 2.
     
      2. Under "Post Contact", make sure to select "Disposition".
    1. Make sure "Required" is selected.
    2. The dropdown next to State should have ACW displaying.
    3. Under "Select dispositions to use with this skills", select all of them and hit "add", or simply click on "add all", then make sure to select YES and SAVE.

      















3. Under "Parameters", click on EDIT next to "Cadence Settings" and make sure all the selections are the same as in the screenshot bellow, then click DONE.

                  


      4. Under "Parameters", again, click on EDIT next to "Time Zone Bounding", and make sure the time selected on all different time zones are equal to 8:00AM - 9PM, clicking DONE after that.



5. Select "Call Suppression" tab and click on EDIT, then make sure to select "PXS_Suppression_PROD in the dropdown list next to Script and click SAVE.



















6. Final step is to click on "Tags" and make sure you add all of them.



Dialer List Reset in CXone


In instance that you receive a Case in Salesforce asking you to solve an issue with the dialer's connection, here are the steps for you to be able to solve the problem:
  1. Click on "Calling" on the left side list in CXOne, search for the user you need to fix the issue, and make sure to do it as following:
    1. Click on the desired user, select "Deactivate" once the next page populates, and hit YES.
  2. Click on "ACD Skills" on the left side list in CXOne, search for the user's name again in the search box, and once the next tab opens up, select "Rebook" instead of "Working" this time.
    1. Click on "Started", or "Stopped", on the top part of the page next to the user's name.
    2. On the next page, make sure the desired selection is highlighted, then click on "Stop" under "Outbound Skill Control".
    3. Click on "Edit" next to take you to the user's "ACD Skills" page.
    4. Before editing anything, go back to Salesforce and check the user's PXS Status, which is the list that pulls all the leads statuses from CXOne to Salesforce, to find the user's Rebook list and make sure the PXS Status is blank. You can access the list in this link. 
    5. Once you have verified that the Rebook list for that user is blank, go back to CXOne and you can now activate the user again.

         

         

         





Click here to watch Sean explaining how to add new users into CXOne.
Click here to watch Sean explaining how to Reset the Dialer list in CXOne.

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