Managing dialers

Use

You use this procedure to create, modify, and delete dialers. There are two built-in dialers that are capable of executing campaigns of the types preview, progressive, and predictive.

Note:

Communication Panel only supports Queue Dialer and Campaign Dialer.

Prerequisites

You must have rights to manage dialers.

Creating dialers

  1. On the System Configurator main screen, choose Campaign management > Dialers.

  2. Choose Add New.

    A screen area with relevant assignment blocks appears.

  3. In the Basics block, enter the information according to the following table.

    Field

    Function

    Name

    Enter the name for the dialer. This field is mandatory.

    Type

    Choose the dialer type:

    • QueueDialer

      Serving agents receive both incoming queue calls and active campaign calls from all active campaigns defined under a queue dialer queue.

      • A Sinch Contact Pro built-in dialer
      • Enables campaign calling via an incoming call queue
      • Supported modes: preview, progressive, and predictive

    • CampaignDialer

      Serving agents receive both incoming queue calls and active campaign calls from one agent-selected campaign.

      • A Sinch Contact Pro built-in dialer
      • Enables outbound campaign calling via an incomingcall queue
      • Supported modes: preview, progressive, and predictive

    This field is mandatory.

    Address

    If you chose the Sytel dialer, enter the IP address or server name.

    This setting does not apply to Sinch Contact Pro cloud.

    Max. Lines

    Enter the number of lines used for making calls in the campaign. Typically the dialers use the default value of 30 phone lines. If IVR is used, the Max. Lines setting defines the maximum number of simultaneous calls.

    To define a campaign-specific Max. Lines, use the setting in Campaign management > Campaigns > [campaign] > Dialing settings.

    Expiry Time for Personal Redial

    Enter the time when a scheduled callback of an agent is allocated to another agent if the call is not made. Enter the value in seconds. The default value is 900.

  4. For information about the rights assignment block, see Access Rights.

  5. To define a dialer parameter, choose the parameter name from the list and enter its value.

    Note:

    The Parameters block is for advanced use and only needed in special cases. In typical call campaigns there is no need to enter parameters. Most parameters do not apply to Sinch Contact Pro cloud.

    Parameter

    Used with Dialer

    Description

    Default Value

    PredictiveCallExtraTime

    Queue Dialer and Campaign Dialer

    		 Adds seconds to a queueing connected predictive call -

    PreviewCallInPredictiveCampaignIgnoresMaxLines

    Queue Dialer and Campaign Dialer

    		 Ignores the Max. lines value of a campaign/dialer for preview calls in predictive campaigns and is enabled by default. Use the value 0 to disable it. 1

  6. Save your entries.

Modifying or deleting dialers

  1. On the System Configurator main screen, choose Outbound Management > Dialers.

  2. Search for the dialer whose settings you want to modify.

    The search result list appears.

  3. Choose the dialer by double-clicking it.

  4. Modify the settings, or choose Delete.

  5. Save your entries.