Essentials: Glossary
Below you will find a list of the most common terms used within Outbound by Enreach.
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| Term | Description |
Administrator |
A User working with various settings, reports, statistics, and similar tasks in Outbound by Enreach. An Administrator can also act as an Agent, as access to the Contact page is granted to Administrators (unless explicitly prohibited in Feature Permissions). |
Agent |
A User working in direct telephone contact with Leads. |
Automatic Redial |
When a call is unanswered due to a busy signal or timeout, it is placed back in the Call Flow as an Automatic Redial to be called in 15 minutes. Another unanswered call will result in the the Automatic Redial following the Hours between Redials to unanswered calls rule in the Campaign Settings. The Lead will retain this status until the Agent either makes contact with the Lead, or the setting for Max Contact Attempts closes the Lead. |
Basket Dialer |
A Basket Dialer is a list of leads that are presented to an agent to work through, one-by-one. Agents can preview the lead and lead data before they decide to dial. When the basket is empty, the agent can refill it with more leads. The size of the Basket Dialer can be configured in Campaign settings - Dialer settings. |
Blank Call |
A blank call is a call answered by a Lead, but not by an available Agent. Blank calls are placed by the Predictive Dialer, and are completely silent for the Lead. |
Blocked Numbers |
Blocking a number will prevent that number from being either called by, or uploaded to, Outbound by Enreach. |
Built-in Soft Phone |
The Built-in Soft phone is an Agent phone line built directly into Outbound by Enreach, and can be used by anyone with a compatible browser. |
Call Attempt |
An attempt to contact a Lead on one of the Lead's listed phone numbers. If the Lead has three phone numbers and Outbound by Enreach calls each without an answer, then three Call Attempts will be registered to the Lead. |
Caller ID |
The phone number the Lead will see when contacted by an Agent. Caller ID, or A-Number, is configurable in the Dialer Settings of the Campaign Editor. |
Caller ID Groups |
Caller ID Groups are groups of phone numbers that can be used as the visible caller ID when calling a Lead. Caller ID Groups can be assigned to the Number Rotation feature, which will cycle through the numbers in the Caller ID Group. |
Campaign |
A Campaign is the Project in which all the Lead Data settings, Result Data, Dialing Options, and other settings are collected. |
Campaign Permissions |
Campaign Permissions allows a User to have access to the Campaign. Campaign Permissions also governs the gathering of data from Campaigns, and which Users have access. |
Common Redials |
A Common Redial is a redial to a Lead that can be connected to any available Agent. |
Contact Attempt |
An attempt to contact a Lead. If the Lead has three phone numbers and Outbound by Enreach tries to call some or all of them unsuccessfully, one call attempt will be registered to the Lead (regardless of the number of calls). |
Dial-back |
A Dial-back is a return call placed to a Lead by an available Agent. If there are no available Agents and a Lead's call remains unanswered, Outbound by Enreach will place the Lead in a Dial-back queue. When an Agent logs on, Leads in the Dial-back queue will be prioritised and called first, appearing as a Dial-back in the Dialer. If no Agents are available to place the Dial-back call within the configured amount of time, then the Lead will leave the Dial-back queue. |
Dial Pad |
The numeric interface of the Dialer in Outbound by Enreach. |
Dial Through |
Dial Through is a setting that will call through the available numbers associated with a Lead if the Lead does not answer. If none of the calls are answered, Outbound by Enreach will trigger an Automatic Redial. |
Dialer |
The Dialer is the interface in Outbound by Enreach that places calls to Leads and connects them to Agents. |
Entry Group |
If you are working with a complex list of products, an Entry Group will allow you to upload that data to be easily selected from the Contact Page by an Agent. |
Feature Permissions |
Feature Permissions are the permissions granted to Users by Administrators that allow access to the different features in Outbound by Enreach. Note that that Feature Permissions set on User roles have precedence over permissions set on User and Organisation level. |
Global Search Bar |
The Global Search Bar is placed at the top of the screen in Outbound by Enreach, and allows you to search for Users, Campaigns, Campaign Templates, etc. |
Job Scheduling |
Job Scheduling allows you to create recurring automated Emails with Reports or Lead Views. |
Lead |
A Lead is a person or a company associated with a Campaign that has been qualified for receiving a call. |
Lead Pool |
A Lead Pool is a list of Leads uploaded to the Outbound by Enreach system. A Lead Pool always belongs to a Campaign. A Lead Pool can also be generated by a Trigger or through the Outbound by Enreach API. |
Master Data Fields |
Master Data Fields is the name for each category of data belonging to a Lead: for example, Name, Address, Phone Number, Company. Master Lead Data corresponding with Master Data Fields can be uploaded to a Lead Pool, or manually entered by an Agent during a call. |
Master Lead |
A Master Lead describes the original Lead that has been cloned. Master Leads cannot be deleted, but can be deactivated. When cloning a Master Lead, the field import name in the Campaign Template must correspond in both the original and the destination Campaign Template, otherwise the cloning will fail. |
Phone Number |
The number that is dialled by the Dialer to connect the Agent to the Lead, and to transfer calls. |
Picklist |
A Picklist is a dropdown menu populated by the various outcomes of a call, most often used in the results area of the contact page. A Picklist is configured by the Administrator. |
Power Dialer |
In the Dialer Settings, Power Dialer is a setting which will call Leads one-by-one, as soon as an Agent is ready. |
Predictive Dialer |
In the Dialer Settings, Predictive Dialer is a setting which calls Leads based on historic call statistics. Predictive Dialer will call more than one Lead for each available Agent, and aims to both reduce time between an Agent's calls, and minimise the number of Blank Calls. |
Private Redials |
A Private Redial is a call to a Lead at a specific time, connected to a specific Agent. |
Project |
In Outbound by Enreach, a Project is a container for Campaigns. Projects are associated with individual clients, and will contain all Campaigns related to that specific client. |
Redial |
A Redial is a scheduled contact attempt to a Lead after an initial attempt. |
Triggers |
In Outbound by Enreach, Triggers allow you to perform an action based on an event. Triggers are customisable and can be created for a number or purposes: for example, you can configure a Trigger to Clone a Lead as a Private Redial to a follow-up Campaign, if the Lead is closed as a Success. |
Unprocessed Lead |
An Unprocessed Lead has not yet been contacted by an Agent. |
User |
A User is an individual with access to Outbound by Enreach. |
User Roles |
User Roles contain Feature Permissions, and are assigned to Users in your Organisation according to their role and what information and features they need access to. User Roles are created and edited by an Administrator. |
VIP Redials |
A VIP Redial is a redial assigned to a Lead, and will always be connected to the Agent who configured it, regardless of whether the Agent is working on the Campaign, or if the Campaign is active. VIP Redials should be used sparingly and with caution. |