The Parking Lot feature has been introduced to restrict the Dialing Agents or Talkers from dialing phone numbers that were previously dialed & logged with negative outcomes (e.g. Wrong Phone Number, No Longer with the Company, Do Not Call, etc). This can be achieved by creating a set of rules with preset criteria (Call Outcomes) under Administration » Parking Lot Rules. Phone numbers that match the criteria will be parked and restricted from dialing i.e. dialing will not be initiated for the numbers.

Step 1: Enable the Parking Lot feature

Step 2: Create/define Parking Lot Rules

Step 3: Upload and find the parked contacts

How does it work?

After defining a rule:

• Koncert will create checkpoints on the following fields in the rule – Rule based on (DA or Talker), Choose Outcome (Call Outcomes), and Recurrence along with the Phone Type column (e.g. Phone, Direct Phone, etc.) and Rule Created date.

• Trace the phone numbers in the uploaded call list from the date the rule is created.

• Check for any match with the preset rule.

• If any match is found, Koncert will place the Parking icon on the matched Phone number of the prospect.

• Also, restrict dialing the parked phone number.

NOTE:

• The Parking Lot Rule is not applicable for the DNC Enabled prospects.

• If the prospect is added to the Parking Lot under one phone field but has a different Phone Type (i.e. Direct Phone, Mobile, etc) that matches the same criteria, that phone field will not be added to the Parking Lot. 

Enable the Parking Lot feature

Please make sure you have Admin access. If you do not, please reach out to Koncert Support at support@koncert.com so they can grant this access.

Create/define Parking Lot Rules

Once the Parking Lot feature has been enabled, you can find the following tabs under the Administration tab:

• Parking Lot Rules – Creating rules is the basics of the Parking Lot feature. Managers can define, edit and delete the rules in the Parking Lot Rules tab.

• Parking Lot – Phone Numbers that match the criteria (defined in the Parking Lot Rules tab) will be parked and displayed under the Parking Lot tab.

NOTE: Only Managers with admin rights can view and access the Administration module.

Add a new rule

Below you can find instructions on how to add a new Parking Lot Rule:

1. Under Administration » Parking Lot Rules tab, click on the Add a rule button.

2. After the Add Rule window (shown below) pops up, select the following:

• Rule Name – Enter a unique name for the Rule.

• Rule-based on – Select either DA or Talker from the dropdown, based on which disposition the rule should be created for.

• Rule Operator – Select either one of the following operators:

• • EQUALS – Select to choose specific outcomes to be set for the Parking Lot. Prospect's phone numbers are added to the Parking Lot after these dispositions are chosen. 

• • ANY – Select to choose all Talker/DA dispositions to be set for the Parking Lot. Prospect's phone numbers are added to the Parking Lot after these dispositions are chosen. 

NOTE: Do not choose any call outcomes from the Choose Outcome field (below) for the operator ‘ANY’.

• Choose Outcome – Choose the required Call Outcome(s) for this rule. You can choose multiple outcomes by holding the Ctrl or Shift buttons on the keyboard.

NOTE: Based on the Rule Operation selection (DA or Talker) the outcomes will be displayed.

• Recurrence – Enter the number of recurrences that you wish to allow the selected Call Outcome(s) to disposition before being added to the Parking Lot, e.g. 2.

Upon reaching the count specified, the phone number will be parked immediately after the call is dispositioned.

• Reset this counter once the prospect is connected – Click to reset the recurrence count when the user logs any positive outcomes (apart from the outcome(s) selected), even when nearing the recurrence count.

• Execute this rule for each outcome selected – Upon selection, the prospects will be sent to the Parking Lot only when each outcome meets the criteria.

3. Click Save to add the rule. The alert message shown below will be displayed. Click OK.

NOTE: The below confirmation messages will be displayed in different scenarios upon clicking the Save button:

a.  When selecting the option Execute this rule for each outcome selected, the below confirmation message will be displayed. Click OK to proceed.

b.  When not selecting the option Execute this rule for each outcome selected, the below confirmation message will be displayed. Click OK to proceed.

Also, if there is any duplication rule condition i.e. the condition/criteria selected is already applied in any other rule before then the error message below will be displayed:

4. Once the Parking Lot rule is created, the rule will be displayed as shown below:

Along with the above Rule details, the following columns will be displayed:

• Created By/Date – This shows the name of the Manager who created the rule and the date that it was created.
• Last Modified By/Date – Shows the name of the Manager who last modified it and when it was last modified.
• Action – Allows to edit or delete the selected rule

Edit a rule

Below you can find instructions on how to edit a Parking Lot Rule:

1. Within the Parking Lot Rules tab, click on the Edit icon to the right of the rule you wish to edit.

2. After the Edit Rule - <Rule name> window, shown below, pops up, make the changes as you wish..

3. Click Save to save the changes made. The confirmation message saying ‘Parking lot rule updated successfully!’ will be displayed. Click OK.

NOTE: The below confirmation messages will be displayed in different scenarios upon clicking the Save button:

a.  When selecting the option Execute this rule for each outcome selected, the below confirmation message will be displayed. Click OK to proceed.

b.  When not selecting the option Execute this rule for each outcome selected, the below confirmation message will be displayed. Click OK to proceed.

Delete a rule

Below you can find instructions on how to delete an individual Parking Lot Rule:

1. Within the Parking Lot Rules tab, click on the Delete icon to the right of the rule you wish to delete.

2. The confirmation message shown below will be displayed. Click OK to delete the rule or click Cancel to cancel the deletion process.

3. After successful deletion, the message shown below will be displayed. Click OK.

Delete multiple rules

Below you can find instructions on how to delete multiple Parking Lot Rules at once:

1. Within the Parking Lot Rules tab, select the rules that you wish to delete and click the Delete rule(s) button above the grid.

2. The confirmation message shown below will be displayed. Click OK to delete the rules or click Cancel to cancel the deletion process.

3. After successful deletion, the message shown below will be displayed. Click OK.

Search a Parking Lot Rule

Below you can find instructions on how to search a rule in the Parking Lot Rules tab:

1. Within the Parking Lot Rules tab, enter the name of the rule in the Search by Rule Name field above the grid and click the Search icon .

2. Rules that match the search criteria will be displayed in the grid.

Sort the Parking Lot Rules

You can sort the parking lot rules either by Rule Name or Created Date or Modified Date.

Below you can find instructions on how to sort the parking lot rules:

1. Within the Parking Lot Rules tab, select the sorting option from the Sort by dropdown that you wish to arrange the rules either ascending or descending The options available are:

• Rule Name (A-Z)
• Rule Name (Z-A)
• Created Date (Ascending)
• Created Date (Descending)
• Modified Date (Ascending)
• Modified Date (Descending)

2. Rules will be sorted based on the sorting order selected.

Upload and find the Parked Contacts

Once the rule has been created, upload a Call List from the My Lists tab to the My Session tab. Koncert will start tracing the phone numbers in the Call List (uploaded from My Lists) with the defined criteria from the date the rule is created. If any numbers match these criteria after being dialed, Koncert will park the respective phone numbers and place the Parking icon under the column ‘Call’ (to the right of Do Not Call Until icon).

NOTE: Dialing will NOT be initiated for the Parked contacts.

Click on the Parking icon to launch the Parking Lot window to view the Phone Type, Phone Number, Parking Lot Rule, Parking Lot Entered Date/Time and Talker based on the prospect that has been parked.  Koncert will initiate calls to the alternate phone numbers available for the prospect (if any) but NOT to the parked phone number.

Also, an entry for the parked contacts will be displayed under the Administration » Parking Lot tab.

NOTE: By default, only 10 records will be displayed in the grid. Use the pagination option to view the next/previous records. You can view 20 or 50 records at once in the grid by selecting the respective count in the Show by dropdown.

The following columns are available under the Parking Lot tab:

• Contact Name – Name of the prospect whose phone number was parked

• Account Name – Prospect’s Company name

• Title – Title of the prospect

• Phone Type – Phone Type (Direct Phone or Mobile or Phone, etc.) of the parked contact

• Phone Number – Parked contact's phone number

• Parking Lot Rule – Name of the Parking Lot Rule under which the phone number was parked

• Date – Date when the contact was parked

• Talker – Name of the Talker

• Action – Option to delete the record

Delete a Parked Record

Below you can find instructions on how to delete a parked record in the Parked Lot tab:

1. In the Parking Lot tab, click on the Delete icon to the right of the contact you wish to delete (under the Action column).

2. The confirmation message shown below will be displayed. Click OK to delete the record or click Cancel to cancel the deletion process.

3. After successful deletion, the message shown below will be displayed. Click OK.

NOTE: Once the record has been deleted, Koncert will initiate dialing this contact/phone number.

Delete multiple Parked Records

Below you can find instructions on how to delete multiple Parked Records at once in the Parking Lot tab:

1. Within the Parking Lot tab, select the records that you wish to delete and click the Delete Record(s) button above the grid.

2. The confirmation message shown below will be displayed. Click OK to delete the records or click Cancel to cancel the deletion process.

3. After successful deletion, the message shown below will be displayed. Click OK.

NOTE: Once the records have been deleted, Koncert will initiate dialing these contact/phone numbers.

Search Parked Contact/Phone Number

Below you can find instructions on how to search a parked contact/phone number in the Parking Lot tab:

1. Within the Parking Lot tab, enter either the contact name or phone number, or rule name in the Search by Contact Name/Phone/Rule Name field above the grid and click the Search icon .

2. Records that match the search criteria will be displayed in the grid.

Sort the Parked Records

You can sort the parked records either by Contact Name or Date.

Below you can find instructions on how to sort the parked records:

1. Within the Parking Lot tab, select the sorting option from the Sort by dropdown that you wish to arrange the records either ascending or descending. The options available are:

• Contact Name (A-Z)
• Contact Name (Z-A)
• Date (Ascending)
• Date (Descending)

2. Records will be sorted based on the sorting order selected.

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.