Engage Voice | Searching for leads via the Leads search

When using Leads search function to find leads, you’ll have the option to search using Primary Search Fields and Extended Search Fields. The Primary Search Fields can be used for performing basic searches on leads such as the campaign or list they are found in, while the Extended Search Fields provide search parameters that you can use to get more granular with your lead search.

Searching leads with Primary Search Fields

The primary search fields include a selection of basic search parameters. You can search for leads by campaign, or you can search only for leads whose status is SUPPRESSED. You can look for leads that have been orphaned, or you can search for leads by loaded lists, according to disposition, or whether they were inserted by an agent or supplied by the system.
 
Let’s discuss each search setting below.
  • Campaign: Click the dropdown menu to search from a list of available dial groups and campaigns
  • Suppressed: Click the dropdown to search suppressed/unsuppressed leads. Suppressed leads are leads the system will not dial. They will still maintain their lead status, however, unlike paused or cancelled leads (whose lead status will change once they have been paused or cancelled)
    • Suppressed Only: Search only leads that have been suppressed
    • Unsuppressed Only: Search only leads that have not been suppressed
    • All: Search all leads, whether suppressed or unsuppressed
  • Orphaned Leads Only: Search for leads that do not belong to any list or campaign. Leads can become orphaned when a list is deleted while it is still in the process of uploading. Please note that the system will not dial orphaned leads until you move them to a list or a campaign
  • Loaded Lists: Click the dropdown to search for leads on a specific loaded list. Please note that this field will remain inaccessible unless you select a campaign in the Campaign setting
  • Agent Dispositions: Click the dropdown to search for leads who were assigned a specific agent disposition. Please note that this field will remain inaccessible unless you select a campaign in the above setting
  • System Dispositions: Use this field to search all leads with a specific system disposition. Please note that the system disposition reflects only the most recent disposition applied to the lead — it does not apply to any previous dispositions. You can select one or more system dispositions from the following list:
    • ANSWER: Search all calls that were answered by a lead and connected to a live agent
    • NOANSWER: Search all calls that rang without being answered by a lead
    • BUSY: Search all calls that the system dispositioned as a busy response 
    • MACHINE: Search all calls that resulted in a machine answer
    • INTERCEPT: Search all calls for which the phone number was unreachable
    • DISCONNECT: Search all calls that were disconnected
    • ABANDON: Search all calls that ended because the system could not find an available agent after dialing the lead
    • CONGESTION: Search all calls that ended due to excessive network traffic or insufficient bandwidth
    • MANUAL_PASS: Search all calls that had a manual pass applied to them 
    • INBOUND_CALLBACK: Search all calls designated as (inbound) callbacks
    • APP_DNC: Search all calls that have been skipped due to a DNC list verification
    • APP_REQUEUE: Search all call legs that have been requeued via IVR (this setting only applies to certain accounts. Please contact your CSM for more information)
    • APP_REQUEUE_COMPLETE: Search all call legs that have been requeued via IVR in which the call has been received in the new queue (this setting only applies to certain accounts. Please contact your CSM for more information)
    • APP_REQUEUE_ABANDON: Search all call legs that have been requeued via IVR in which the call was abandoned before a connection was made (this setting only applies to certain accounts. Please contact your CSM for more information)
    • INBOUND_ABANDON: Search all calls where the caller abandoned the call while waiting in queue 
  • Lead Status: Use this field to search all leads with a specific dialing status. You can select one or more statuses from the following list:
    • ACTIVE: Search for all leads currently engaged on an active call
    • AGENT_CALLBACK: Search for all leads that have been flagged for an agent-specific callback 
    • CALLBACK_CANCELLED: Search for all leads that have had a callback flag removed
    • CALLBACK: Search for all leads that have been flagged for a callback
    • CANCELLED: Search for all leads that have been cancelled from dialing
    • COMPLETE: Search for all leads that have been cancelled (and will not be requeued for dialing) 
    • DISCONNECTED: Search for all leads that have been assigned a DISCONNECTED lead status 
    • DO_NOT_CALL: Search for all leads whose phone number is on the DNC list
    • INTERCEPT: Search for all leads with a disconnected or otherwise unreachable number
    • MAX_DIAL_LIMIT: Search for all leads that have been dialed the maximum number of times
    • PAUSED: Search for all leads that have been paused from dialing
    • PENDING_CALLBACK: Search for all leads that are awaiting a scheduled callback time set by an agent-specific callback disposition
    • PENDING_ERR: Search for all leads that have been set to PENDING and remain in that state
    • PENDING_HCI: Search for all leads that have not yet been dialed by an HCI agent
    • PENDING: Search for all leads that have been fetched by the preview dialer or are actively being dialed by the predictive dialer
    • READY: Search for all leads that are ready for dialing (including leads that have reached the maximum number of passes) 
    • TRANSITIONED: Search for all leads that have been copied in transition mode and sent to another campaign. Please note that when a lead is copied in Transition mode, the original lead retains the original Lead ID, while the copied version gets a new Lead ID
    • WHITELIST: Search for all leads that have been whitelisted via the Whitelist Manager
  • State: Use this field to search for leads by their (geographical) state. You can select one or more states via the dropdown list. The list includes all of the United States and all provinces and territories of Canada 
  • Timezone: Use this field to search for leads by timezone. You can select one or more timezones via the dropdown list

Searching leads with Extended Search Fields

The Extended Search Fields section in the Leads search allows you to search different fields and data types, each with its own set of parameters and/or deeper search options. Let’s look at each subsection individually.

Searching by ID

Use the Search by Id section to search for leads by identification numbers. If you would like to search for multiple ID numbers, you can do so by entering a comma-separated list into the fields indicated by the suffix (s). You can search by all the following ID numbers:
  • Lead Phone(s): Search for leads by phone number
  • Lead Id(s): Search for leads by ID number
  • Caller Id: Search for leads by their assigned Caller ID
  • Extern Id(s): Search for leads by external ID

Searching by Name/Address

You can use the Search by Name/Address section to search for leads by a few different name and address fields. These include First Name, Last Name, Address 1, Address 2, City, Zip, and Email. You can conduct a search with as little as one letter per field.

Searching by Aux Data

Use the Search by Aux Data section to search your Aux Data lead fields for additional lead information.

Searching by Lead History

Another way to search for lead information is via lead history data in the Lead History section. You can search by lead pass count, the time of last pass, and the next scheduled lead dial time.

Searching by lead pass count

You have a few different options for searching these lead history fields. When searching the number of passes a lead has accrued so far, you can use the following parameters under the Lead Passes field to refine your search:
  • Any: Search for leads with any number of passes
  • Greater than…: Search for leads with more than ‘x’ number of passes
  • Less than…: Search for leads with less than ‘x’ number of passes
  • Equal to…: Search for leads with exactly ‘x’ number of passes
Use the pass count field to the right of the Lead Passes dropdown to select the number of pass counts. Please note that there is no need to select a number from the dropdown list if you selected the Any option, since that implies an open search.

Searching by Next Dial Time

To search by the lead’s next scheduled dial time (see the Next Dial Time field), you can follow the guidelines discussed in the previous setting (Lead Pass Time) as the parameters function similarly.

Searching by agent associated with lead

Another way to search is by the agent associated with the last pass (Last Pass Agent) and by the reserved agent associated with a lead (Reserved Agent Id). The agent searches can be conducted by clicking into the dropdown menu provided with those settings; simply scroll through and select the agent you wish to search by.

Searching by Lead Loaded Date Time

You can find a lead by searching within the date/time range in which they were uploaded to the system. You can use the Search by Lead Loaded Date Time section to conduct this search. 
 
Simply choose a start for your time range via the Date Start field, either by entering a date and time manually or by selecting a date by clicking the calendar icon to reveal a datepicker tool. 

At the bottom of the calendar, you’ll find a clock icon which you can use to select a time. Once you’ve set the start time, you can use the Date End field beside that to choose an end date and time for your date range.
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