Syncing Phone Bank Results

Overview

Sync dialer activities to NGP VAN by setting up sync instructions for dialer-specific custom fields.

Dialer Custom Fields

There are two dialer-specific custom fields that Impactive configures by default to allow campaigns to sync back phone bank activities to NGP VAN.

The custom fields are the following:

• Last Called At
• Call Outcome

Last Called At

The “Last Called At” custom field is appended to a contact on Impactive anytime the predictive dialer attempts to call a contact in a phone bank. This means that regardless of whether the contact was reached or the call went to voicemail, the custom field is recorded. This custom field gets recorded as a  “Last Called At" custom field in our system with a timestamp as a value.

Use the “Last Called At” custom field in your Impactive sync instructions to ensure that your contact history in NGP VAN is up-to-date.

1. Toggle "NGP VAN" under "Instructions For".
2. Name your sync instruction in "Instruction Name". We encourage you to call it "Last Called At".
3. Select "Custom field" under "Instruction For"
4. Under "For custom field", select "Last Called At".
5. Under "Type", select "Canvasser Response".
6. Under "Object", select the VAN contact type of your choice. We encourage you to use "Phone call".
7. Last, under "Result code", select the VAN result code of your choice.

Once the sync instruction is correctly configured in Impactive, the platform will pass contact history to the voter’s profile in NGP VAN with the timestamp, contact method, and result code.

Call outcome

The “Call Outcome” custom field is a multiple-choice custom field that is surfaced to the volunteer when they are recording the outcome of a connected call on an Impactive phone bank. This is a default custom field in Impactive, meaning you will not need to create it.

When the call outcome prompt is surfaced, the volunteer should pick the appropriate outcome of the call. Below are the options Impactive provides that your campaign can use to its discretion:

• Completed
• Answering Machine
• No Answer
• Busy
• Not Home
• Wrong Number
• Moved
• Deceased
• Refused
• No language in common

The selected result will be recorded as the value of the “Call Outcome” custom field for the contact. The field is also auto-populated automatically by the dialer when answering machine detection is enabled for a particular phone bank action. It will map its auto-detected outcomes to the call outcomes listed above.

Creating a sync

Create sync instructions using the "Call Outcome" custom field in your Impactive sync instructions to ensure that your contact history in NGP VAN is up-to-date.

• Note: You will need to create a sync instruction for each call outcome response (ex call outcome - completed, call outcome - not home, and so forth)

1. Toggle "NGP VAN" under "Instructions For".
2. Name your sync instruction in "Instruction Name". We encourage you to call it “Call Outcome”.*
3. Select "Custom field" under "Instruction For"
4. Under "For custom field", select “Call Outcome”.
5. Under "Target Value", select the appropriate "Call Outcome" (ie Completed)
6. Under Sync CustomField with integration, select your VAN instance
   
   *A sync instruction will need to be created for each call outcome

Advised Sync Instructions

Updated September 20, 2022. Below is a table of the advised Impactive custom field target values and VAN objects to sync for call outcomes. These are all for the custom field "Call Outcome." As stated above, a sync instruction will needed to be created for each call outcome (Target Value).