In a previous guide (“Using Filters and Collections”) we have covered how to filter your database in order to create the list of records you want to use, and how to load them into different collections.

Once compiled, collections can be then loaded into VCC Live and used with projects. If you load a collection to one of your VCC Live projects, the dialer assigned to that project can then start dialing calls with these records for your agents.

Load from Collection to Campaign

01 – In the CRM interface, navigate to the Collections tab, and select one of your collections.

02 – Press the Add to campaign button. This opens the Collection to campaign panel, which navigates you through a three-step process.

03 – In step 1, you can refine your collection by setting up a filter (optional)

04 – In step 2, you can select one or more campaigns you want to load the contents of your collection into.

05 – In step 3, you can set the quantities and thus, the proportions of their part in relation to the whole. Note: the sum of the entered values here should not exceed the total number of all records.

Note: VCC pays attention to potential inconsistencies that might occur when setting up these values, such as entering a value higher than the total number of records or leaving 0 for one of the campaigns. Once these inconsistencies are corrected, the system lets you proceed with loading your collection.

06 – If the selected records do not exceed the total number of available records, then the Load records button becomes active. By pressing it, the loading process to VCC Live is initiated.

The whole process of loading from one interface to another is of course logged in a timely and precise manner, meaning that the IDs (and information of their assigned projects/campaigns) of records in CRM are registered in VCC Live, and vice versa: the IDs of records loaded to VCC Live are registered in the CRM.

• In Live, there are two custom fields (nextdbid and nextcustomerid and CRM Customer ID) in the Database that contain this information.
• In the CRM, this information is stored internally.

If the selected records do not exceed the total number of available records, then the Load records button becomes active.

Syncing the CRM’s changes with VCC Live

There might be cases when a record’s dataset (name, phone number, etc.) is changed in the CRM database. This might happen if newly imported sets of data overwrite records in the CRM or if certain records are edited.

Such changes are automatically updated in VCC Live too. All loaded records are defined with an ID, therefore a clear and direct correspondence can be made between records presented in the CRM and Live. As a result, VCC Live follows and syncs all changes made in the CRM at all times.

This syncing procedure applies to already existing records, therefore:

• If ‘Collection A’ is loaded into ‘Campaign A’, and later on, a new record is added to ‘Collection A’, then this new record would not appear in ‘Campaign A’ automatically.
• The automated syncing process applies to records that have been loaded to the VCC Live system beforehand.

At the moment, syncing records is supported as described above. Syncing records the other way around (i.e. syncing records in VCC Live to CRM) is not supported.