Disposition Actions allow an Action to be triggered based on the outcome of a call.

You can use a Disposition Action to send an email, update your CRM, insert a lead into another campaign, directly update a corporate database, trigger a business process or run a custom script that can do virtually anything.

Disposition Actions provide a powerful method of automating common tasks that need to be done at the end of a call.

Disposition Actions are linked to specific dispositions (call outcomes). At the end of a call, if a disposition is selected for which a Disposition Action is defined, then the Disposition Action will be triggered.

A Disposition Action can be linked to (and therefore triggered by) multiple dispositions.

A variety of actions can be triggered and a single call can result in multiple actions being triggered.

Passing Fields

Each Action type may need to be passed information collected from the customer and stored against the lead in a field. You can pass any of the fields defined in a Campaign Template as well as any of Noojee's system defined fields.

To pass a field as an Argument you use the following syntax:

${fieldname}

Continuation Action

The Continuation Action is able conditionally run another Disposition Action based on the No Answer Count.

Normally disposition actions allow you to run an action each time a disposition is selected. This can be problematic if you need an action to fire when the lead is closed due to the No Answer retry limit being reached. This action allows you to fire a disposition action when the limit (or some arbitrary count of No Answers) is reached.

Note: the count used for this disposition MUST be less than or equal to the No Answer retry limit or it will never fire.

Email Action

The Email Action allows you to send an email using a Campaign Template's Email Template.

The email action allows you to specify:

• To
• CC
• BCC
• From
• Subject

For each of the above you can select a field from the drop list of fields and click the '+' button to add the fields value as a target.

You can also manually add a fixed email address by typing directly into any of the above items.

For the To, CC and BCC fields you must add a comma between each email address.

e.g.

Assuming the Campaign Template has a field called 'email' that contains the lead's email address, then an email would be sent to the customer and Noojee's support team if the following values are added to the 'To' text area.

${email},support@noojee.com.au

Insert Lead Action

The Insert Lead Action is able to copy the current lead to another Campaign. A typical use of the Insert Lead Action is where you have someone making cold calls and you need to pass the hot leads to a 'Closer' or an 'Appointment Setter'. You can use the Insert Lead Action to insert hot leads into another Campaign Allocation which is used by the Closer or Appointment setter to follow up.

Settings:

• Campaign - the target campaign to insert the lead into.
• Allocation - the target allocation from the above campaign to insert the lead into.

Field Mappings

The field mappings allow you to map a 'source' field from the current campaign to a 'target' field in the target campaign.

If the target field is called 'home_phone' and the source field is called 'phone' then the mapping would be:

home_phone=phone

Fields with the same name in each campaign are mapped automatically. You can map multiple fields by separating them with an amplisand '&'.

e.g.

home_phone=phone&mobile_phone=phone

SQL Action

An SQL Action can be used to update or insert records into an external database.

To create an SQL Action you must first setup an External Connection (this is normally done by Noojee).

Fields

Call

Name of the stored procedure to be called.

e.g. mystoredproc

Value List

The value List can contain a comma separated list of encoded fields names that are passed to the stored procedure.

e.g.

${njLeadId}, ${phoneNo}, ${surname}, ${njDispositionAction}

This will result in a SQL call of the form:

call mystoredproc("1","0383208100", "Smith" "Sale")

Url Action

Arguments:

Arguments are formatted as name value pairs delimited by an ampersand '&'.

URL that we be submitted as a http GET.

http://www.noojee.com.au/saveme?somekey=${somefield}&anotherkey=${anotherfield}

Url Post Action

Arguments:

Arguments are formatted as name value pairs delimited by an ampersand '&'.

URL that we be submitted as a HTTP POST.

http://www.noojee.com.au/saveme?somekey=${somefield}&anotherkey=${anotherfield}