Managing OB Dialers

Use

You use this procedure to create, modify, and delete dialers. There are two built-in dialers that are capable of executing preview and progressive campaign types. Additionally, a third-party dialer can execute campaigns in predictive mode. That dialer is made by Sytel, for more information, see www.sytelco.com, and for installation instructions, see Installation Guide.

Note:

In Communication Panel, only QueueDialer is supported.

Prerequisites

You must have rights to manage dialers.

Procedure

Creating Dialers

  1. On the System Configurator main screen, choose Outbound 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.

    • Preview: Built-in, can execute campaigns in preview and progressive modes

    • QueueDialer: Built-in,enables outbound campaign calling from an inbound call queue. Modes of preview, progressive and predictive are supported. For more information, see Receiving OB Calls from Inbound Queues. Added in 1705.

    • SytelPredictive: 3rd party, can execute campaigns in predictive mode.

    This field is mandatory.

    Address

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

    Max. Lines

    Enter the number of lines that the dialer can use for dialing. 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.

    Note:

    You may also specify a campaign-specific Max. Lines value in campaign management.

    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.

    Parameter

    Used with Dialer

    Description

    Default Value

    NewCallsCheckInterval

    Contact Center Preview and Sytel dialers

    The interval (in seconds) between the database checks for new calls or customers.

    10

    RecallFailureRetryTime

    Contact Center Preview

    If the call fails, the call is tried again after this time (in seconds).

    10

    MinCustomerRequestInterval

    Contact Center Preview

    The minimum interval (in seconds) for asking more numbers, unless out of numbers.

    10

    TargetMinCallQCacheSize

    Contact Center Preview

    Target minimum number of customers per agent in the queue.

    2

    TargetTopCallQCacheSize

    Contact Center Preview

    Target maximum number of customers per agent in the queue.

    4

    SoftdialVersion

    Sytel

    To use the Sytel software version 9, change this value to 9.

    10

    Direct

    Sytel

    Enables entering other Sytel-specific parameters, contact www.sytelco.com for more information.

    -

    UseRecordType

    Sytel

    Specifies whether to use RT parameter when making a call (1), or not (0). Contact www.sytelco.com for more information.

    0

    UseAbandonedRetry

    Sytel

    Specifies whether to use AR parameter when making a call (1), or not (0). Contact www.sytelco.com for more information.

    0

    PredictiveCallExtraTime

    Queue_Dialer

    Adds seconds to a queueing connected predictive call -
  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.