Managing Outbound Dialers

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: A Sinch Contact Pro built-in dialer Supported modes: preview and progressive Can be used with CDT only QueueDialer: Serving agents receive both inbound queue calls and active campaign calls from all active campaigns defined under a queue dialer queue. A Sinch Contact Pro built-in dialer Enables outbound campaign calling via an inbound call queue Supported modes: preview, progressive, and predictive Can be used with Communication Panel and, in Preview and Progressive mode only, with CDT. For more information, see Receiving Outbound Calls from Inbound Queues Campaign Dialer: Serving agents receive both inbound queue calls and active campaign calls from one agent-selected campaign. A Sinch Contact Pro built-in dialer Enables outbound campaign calling via an inbound call queue Supported modes: preview, progressive, and predictive Can be used with Communication Panel only. For more information, see Receiving Outbound Calls from Inbound Queues SytelPredictive: A third-party external dialer Supported modes: predictive Can be used with CDT only This field is mandatory.
   Address	If you chose the Sytel dialer, enter the IP address or server name.
   Max. Lines	Enter the number of phone 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	Preview and Sytel dialers	The interval (in seconds) between the database checks for new calls or customers.	10
   RecallFailureRetryTime	Preview	If the call fails, the call is tried again after this time (in seconds).	10
   MinCustomerRequestInterval	Preview	The minimum interval (in seconds) for asking more numbers, unless out of numbers.	10
   TargetMinCallQCacheSize	Preview	Target minimum number of customers per agent in the queue.	2
   TargetTopCallQCacheSize	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 and Campaign 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.