Configuring Outbound Dialing Settings

You must have rights to modify the campaign or to create campaigns.

You use this procedure to define settings related to dialing.

  1. On the System Configurator main screen, choose Outbound Management > Campaign.
  2. Search for the campaign whose settings you want to configure.

    The search result list appears.

  3. Choose the campaign by double-clicking it.
  4. In the Dialing Settings block, configure the settings according to the following table.

    Field

    Function

    Max. Lines

    Enter the number of lines used for making calls in the campaign. The default value is 30. Max. Lines are also set per dialer, see Managing Dialers.

    If IVR is used, the Max. Lines setting defines the maximum number of simultaneous calls.

    Max. Ringing Time (s)

    Enter the maximum time the phone rings when trying to reach the customer. Enter the value in seconds.

    You may want to increase the ringing time when calling mobile phones since the connection times can be quite long.

    The value range is from 15 to 30 but we recommend a range from 15 through 22. The default value is 15.

    Early Media

    Early Media refers to a call state-related voice messages received from phone network, such as the person you are calling cannot be reached. Typically outbound campaign calls are routed to the trunks where Early Media is disabled, and especially, if you choose auto-classification in your campaign, you should use trunks where Early Media is disabled. You can do that in Call Switching > Trunks, see Managing Trunks.

    For the campaign, choose one of the following options:

    • Not in Use: Only the trunks where Early Media is disabled are used.

    • In Use: Only the trunks where Early Media is enabled are used.

    • Avoid Early Media Trunks: Only the trunks where Early Media is disabled are used as long as there is capacity. After this, also other trunks may be used. The default value with outbound campaigns.

    • Prefer Early Media Trunks: Only the trunks where Early Media is enabled are used as long as there is capacity. After this, also other trunks may be used.

    Max. Handled Customers per Agent per Day

    Set a limit for how many customers of this campaign an agent can handle in a day. When this limit is reached, the agent receives a message You have handled the maximum number of customers in this campaign today; join another campaign or contact your supervisor, they are logged out from this campaign and are not allowed to join it again before the next day.

    Min. Number of Calls Used for Success Rate

    Define how many calls are required before the Success Rate (%) is calculated in this campaign.

    Minimum Success Rate (%)

    Set the minimum success rate of call results in this campaign as a percentage, Successful / (Successful+Refusal) x 100.

    If the success rate of an agent falls below this limit, he is logged out of this campaign and is not allowed to join this same campaign again at all.
  5. Save your entries.