Calling workflow

When you are ready to place calls, select a campaign from the drop down on the right side of the screen and select Start Calling.

Guided Fundraising loads the next prospect for you to call and display their information on the screen.

Note: Blackbaud Guided Fundraising automatically ranks available prospects and presents you with the highest priority prospect to be called.

If you are set up to use select to call dialing, select Call to begin calling the prospect.

If you are set up to use automatic dialing, the call will begin connecting right away after the prospect loads.

Calls will connect directly through your computer. For more technical information about how calls are connected, see Placing Calls in Blackbaud Guided Fundraising.

While you are in the calling workflow, there are several actions you can take:

• Record a donation

• Schedule a call back

• Update prospect information

• Add notes – Select the notes section in the center of your screen. You can add notes throughout your call and your notes will be saved when you submit the result of your call.

• Redial: If your call becomes disconnected, you can select the Redial button to call the prospect back at the same number.

After you are finished with your call, and finished entering any notes, donations or other information, select report result to report how the call went.

Sometimes when you call, a notification appears and the call does not connect or ends. Here are the reasons a call may end.

• Line is busy

• Ring limit reached

• Prospect phone number out of service

  Note: If the phone number is international and the call cannot continue, this notification appears for this reason as well.

• For any other reason, you may see "Please try again or try another prospect"

On the Report Result screen, you'll see a drop down of options to select from. These options are set up by your manager depending on the results they want to track from each phone call. A result could be that the call was not answered, for example. In some cases, the result will be automatically generated and selected by the system. For example, if you enter a donation for a prospect a donation result will automatically be selected.

The result of the call also impacts the next steps for the prospect. Depending on the result, the prospect will continue through the next steps in the campaign, or will be complete. The next actions section shows you what will happen next for the prospect depending on the selected result.

After selecting your result and finalizing any notes, select Submit/Next Prospect to continue through the workflow. Guided Fundraising loads the next prospect for you to contact and you'll repeat the process of calling, entering information, and reporting results.

During the calling workflow, if a problem occurs, agents can use the Report an issue with the call link. The agents select which type of issue they're having, such as "Prospect could not hear me," and then enter as many details as they can to help us troubleshoot the problem.

The information provided by the agents encountering the issue will help us uncover and resolve issues that occur during the calling workflow.

The session time at the bottom right corner of the page displays how long you've been in the calling workflow. This time is summarized in the hours logged tile on your Home screen.

To exit the calling workflow, select Save and Exit on the Result screen. This will save your the result of your last call and return you to the home screen. If you use select to call, you can also select Exit before you call a prospect. If you use automatic dial, though, dialing begins as soon as you load the next prospect so you should make sure to exit from the result screen before loading the next prospect.