Processing Results From Call Campaigns

This topic gives detailed steps for using Collect!'s batch processing to process results from your TCN call campaigns.

TCN Campaign processing requires that you have set up an account with TCN and that you have entered the appropriate settings in the TCN Setup form in Collect!.

TCN Setup

TCN Service is an add-on extension module enabled in CV11.3.2 and newer. If you have upgraded from an earlier version, you may need to request a new license from Comtech Systems to enable the feature.

To obtain the latest TCN reports and imports for use with TCN Service, please visit the Collect! Member Center Widgets site.

Latest TCN Call Campaign Reports and Imports

Processing Returns From Call Campaigns

1. Confirm that you have the TCN Download Record Report import map and the TCN Download Call Report import map in your import library and that you have not changed the fields or their order in the import.

Please bear in mind that these imports must match the templates set up at the TCN site. If you make changes to the layout, you will just have to make sure that you go to the TCN web site and create a new template to match your TCN import. Please refer to Help topic, Customizing TCN for details.

2. Create an Operator in your system with ID "TCN" as this is used later on when the results Phone Contact is created.

3. Select Tools from the top menu bar in Collect! and then select Batch Processing from the drop-down choices. Select the option " Process TCN Campaign" and then select the NEXT button.

Process TCN Campaign

4. Select the option "Download Report" when the TCN Select Function form appears. Press the NEXT button to continue.

Select Download Report

You must enter valid data for ALL fields when the TCN Download Report form appears.

TCN Download Report

6. Select a task to process. Enter a Date Range to use when retrieving returns. All tasks completed or running within this range will be displayed for you in the next step.

7. Select the SELECT TASK ID button. Collect! will query the TCN database for tasks completed or running within your Date Range and a list will be displayed.

Completed and Running Call Campaigns

For successful processing, only select tasks that are "Completed."

8. Select the Template Number. The pick list will display the available templates at the TCN site. These match the TCN imports in Collect! and are named to help you make the right choice.

Call Report
This process returns results for EVERY call attempted. The matching import map in Collect! will write this information to the Debtor Notes.

Record Report
This process returns results for the LAST attempted call. The matching import map in Collect! will write this information to a new Phone Contact and mark it completed.

9. Select the Import Routine from your list of import maps. The defaults are TCN Download Report - Contact and TCN Download Report - Notes. Please make sure that you select the Import Routine that you want Collect! to use.

TCN Download Report - Contact creates a Phone Contact for EACH call result. This is NOT recommended for "Call Report."

TCN Call Report with Call ID creates a Phone Contact for EACH call result. This is used for "Call Report" when TCN is recording your calls.

TCN Download Report - Notes writes a line to the Debtor's Notes for each call result. This works well with both the "Record" and "Call" report and does not flood your database with Contacts.

10. Press the NEXT button when you are ready to continue.

If you have entered invalid data in any of the fields, or leave any of them blank, Collect! will prompt you to fill in correct information.

Invalid Information Entered

11. Press the START button when the TCN Start Process screen appears.

TCN Start Process

Collect! will parse the results in the TCN report for the Task ID you selected.

12. When the process has completed successfully, Collect! displays the Task ID and campaign Date/Time. You can visit your accounts to see the results of the campaign,

Download Report Complete Message

TCN Phone Contact

By default, the TCN Download Report - Contact creates a "Completed" Phone contact for each account with details of the results.

Phone Contact with TCN Results

The Last Number Attempted is written to the Description field and the Result is written to the Data field. The Due Date is the Date of the campaign. The Time is the Time of the phone call.

TCN Phone Contact With Call ID

If you are receiving Recorded Call WAV files from TCN Broadcasting, you MUST use the TCN Call Report with Call ID to store the name of the WAV file in the Phone contact that Collect! creates when processing your call campaign returns.

Phone Contact with Call ID

You can set a global recorded call path in the TCN Setup form. This enables you to store all your WAV files in one folder. Then you can open them from the Phone contact by selecting the OPEN FILE icon next to the Attachment field.

For details about calls recorded during your campaign, please refer to Help topic, TCN Recorded Calls.

TCN Debtor Notes

By default, the TCN DownloadReport - Notes writes campaign results to the Debtor Notes for every attempted call.

Debtor Notes with TCN Results

A line is written for each attempted call, including Date and Time of each call, number phoned, and results.

Debtor Flagged By TCN

When you process returns from call campaigns, Collect! updates the Cell Extension field with the TCN result code for the last attempted call. This may be used for further processing, sending to skip tracing for instance.

Debtor Cell Extension with TCN Result Code

This may be modified in the TCN import maps in Collect! if needed.

Please refer to Help topic, Scheduling a Call Campaign for detailed steps for scheduling your TCN call campaigns.

Call Campaign Result Codes

TCN returns a result code for each attempted call. The complete list of results may not be available for every carrier.

View Result Codes

Diagnostics

Please note that when you select " First Number" when you schedule calls, TCN will dial ONLY the first number, even if you send all four phone fields.

TCN processes are logged in Collect!'s Application Log in the "Batch" section. The Log Viewer is accessible through System, Diagnostics, Application Log. Switch ON "Batch" to view TCN log entries, such as Task IDs, dates, and TCN events.

Information which is logged via "Enable debug logging" will be logged in the "Debug" section of the Application Log. Debug logging is enabled in the TCN Setup form.

See Also

- TCN Service Topics