How To Process Results From TCN Call Campaigns

The following are the steps necessary to retrieve your completed call list results from the TCN website.

TCN Download Report Form

Click Here to View this Form.

Downloading The TCN Report

1. Confirm that you have the three Download Report import maps in your system. You can check by navigating to File -> Import/Export -> Customize Import/Export -> Customize File Format. If you do not have the import maps, you can obtain them in the Member Center.

You will need an active Standard Membership and the Import Module.

2. Navigate to Tools -> Batch Processing.
3. Click the radio button beside "Process TCN Campaign", then click the Next button.


Process TCN Campaign

4. Click the radio button beside "Download Report" on the TCN Select Function screen, then click Next.


Select Download Report

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


TCN Download Report

5. Select the Start and End dates for the campaign you want to download. This will filter the list for the Select Task ID button.
6. Input a Task ID or click the Select Task ID button to choose which completed call list results you wish to download. The Task ID is TCN's unique identifier for the campaign.


Completed and Running Call Campaigns

7. Select the Template Number. You will notice when you have the Task ID and Date Range populated, that a drop down arrow appears on the far right of the Template Number field. 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.

You can setup a variety of Reports with TCN as long as you have the import maps that match up. The default import maps in Collect! are designed to work with the Default Call Report.

8. Select the Import Routine from your list of import maps. There are 4 default import maps with Collect!:
   • TCN Call Report: Rec - with call recording and no note line
   • TCN Call Report: Rec & Note - with call recording and note line
   • TCN Call Report: No Rec - without call recording and no note line
   • TCN Call Report: No Rec & Note - without call recording and with note line
9. Click Next to advance.

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


Invalid Information Entered

10. Click the Start button when the TCN Start Process screen appears.


TCN Start Process

The interface will download the results and write them to the accounts that were in the campaign as per the import type you selected.

11. When the process has completed successfully, Collect! displays the Task ID and campaign Date/Time. You can review your accounts to see the call results on a per file basis.

Download Report Complete Message

TCN Phone Contact

By default, the Imports create 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 Recorded Calls

If you are receiving Recorded Call WAV files from TCN Broadcasting, you must use one of the import maps that include the call recordings. The name of the WAV file will be stored in the Attachment field on the Phone contact that Collect! creates when processing your call campaign returns.

Phone Contact with Call Recording

The TCN Module was designed to streamline your steps and processes to submit call campaigns to TCN Broadcasting, and then import the results of those call campaigns into Collect!. If you establish a call recording agreement with TCN, it is also possible to store the recorded calls from those campaigns on each file with the date/time/phone number on which the call took place.

When you are using call recording with your campaigns, TCN will create a file for you to download that contains WAV files and an HTML index page. You must download the file and unzip it into the directory that you identified as the "Recorded call path" in your TCN Setup. This will enable the files to be found by your system and available to be listened to, as needed.

The screen to configure your TCN connection is located on the menu path "Systems\Preferences\TCN Setup".

Recorded Call Path

The folder you enter in the Recorded Call Path is where you should unzip the WAV file you download from the TCN website.

The screen shot below depicts how the import builds the WAV file name from the data sent to you by TCN.

Contact Attachment Field Specifications

The fields in the Call ID import map match the Report Template for "Call Report" stored for your account at the TCN Broadcasting website.

The data sent by TCN also provides the Date, Time, Call ID and Dialed Number.

The "Call Report Template" shown below is a screen shot from the TCN website.

Report Template for Call ID Campaign Results

Your "Call Report Template" that you set up on the TCN website MUST have the correct data fields in it, in the correct order, as shown above.

TCN Phone Contact with WAV File

Notice that the Date and Time of the Contact are the same as the first part of the WAV file name. This is the naming convention used by TCN Broadcasting.

This is how the WAV file is named:

WAV File Name: 20110117110748-759774650-5045550100.wav

WAV File Name Sections: yyyyMMddHmmss-{Call ID}-{Dialed Number}.wav

Access To Listen To A Recorded Call Wav File

To listen to the recorded call, you must have an outside of Collect! application on your PC that can open files with the *.wav extension.

To access, open a Phone Contact that has a WAV file name in the Attachment field.

TCN Phone Contact with WAV File

Click the Folder icon next to the Contact's Attachment field.

Selecting the Folder Icon

If Collect! cannot find a file with the name in the Attachment field, it will display a message. The error message shows you the path to where the system is expecting to find the WAV file.

Collect! Cannot Open WAV File

This path is the one which was specified in your TCN Setup. Check to make sure that the WAV file that you are trying to access hasn't been accidentally stored somewhere else.

You will also receive a popup message if it is detected that it cannot find application on your PC that will open the WAV file. Your inhouse System Administrator would your go-to party in this case as these applications to listen to WAV files are outside of Collect!.

TCN Debtor Notes

By default, the import maps that include the Notes will write 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 Call Results field on the Contact record with the TCN result code for that call. This may be used as a flag or hook to extract accounts for further processing, such as sending them out for a skip tracing scrub.

Debtor Cell Extension with TCN Result Code

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

The TCN result codes are mapped into the Collect! Call Result codes that are on the Phone Contact.

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 the menu path \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 screen located by the menu path \System\Preferences\TCN Setup.