Predictive auto dialing system
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The basic campaign parameters are available at the top of the Edit page.
|Name||You can enter any text to identify the campaign quickly. It will be displayed on the Campaigns page.|
|Description||You can enter any text and provide additional information about the campaign visible when editing it.|
|Caller ID Random||The system will make calls from different phone numbers (DID numbers) each time. There have to be multiple numbers that match each country for this option to work. We recommend enabling this option.|
|Active||When this check box is selected, the campaign is active and can be used to call leads. Uncheck it to disable the campaign.|
|Phone number masking enabled?||If enabled, the system will mask the phone number if the user has no permissions to see it.|
|Show only first or last digits of phone number||If you select this option, the lead will see only the agent's phone number's first or last digits. Define the number of digits in the field below. Enter 0 or none to show no digits. To complete the configuration, contact support or your account manager.|
|Show first or last digits||If you enable the setting above, also select an option from the dropdown box.|
These settings relate to the feedback page available to the agent after the call.
|Feedback page timeout||Set how many seconds the feedback page will be available to the agent after the call to choose a status and write a comment. We recommend a value from 120 to 300 sec.|
|Feedback Default Status||The system will assign this status to the lead if the agent allows the feedback page to run out. The initial setting is Default Status (choose status).|
|Redial Limit||Set how many times the agent is allowed to redial from the feedback page if a call disconnects, usually from 1 to 5.|
These parameters relate to a permanent assignment option.
|Default permanent assignment expiration days||The time period the system will leave the lead assigned to the agent. We recommend a range of 7-30 days.|
|Permanent Expiration activated||Leave this check box clear.|
|Permanent assignment expiration days after callback time||It should be equal to or smaller than the default value. The system uses this option if the callback time does not match the agent's shift hours or the agent is busy. It defines the number of days the lead will be assigned to an agent from when the callback date has passed.|
|Permanent assignment expiration days if agent is offline||This field is meant for leads assigned to agents who are offline for a long time. After these many days, the leads will return to the general pool. We recommend a minimum of 5 days and no more than 30 days.|
Permanent assignment 12-hours limit per agent
|This is the number of leads the agents are allowed to assign to themselves within any given shift. We recommend a number no higher than 50.|
|Permanent assignment total limit per agent||This is the number of leads the agents are allowed to assign to themselves in total. We recommend a number no higher than 150.|
You can set a number and a name the lead will see when being called. For a number, use a real DID number. For a name, set either a generic name or a brand name.
You can set a number and name the lead will see when being called for a personal meeting. For a number, use a real DID number. For a name, set either a generic name or a brand name.
In this section, you can define how leads are fetched to a particular campaign (randomly, based on priority, or based on timezone).
This section defines the behavior of hot leads in the campaign. Hot leads are the leads that will move to the top of the calling queue.
|Direct dial weight (will always get to the call queue)||The minimum weight that will define a lead as a hot lead. The default sum is 10000.|
|Direct dial ratio 1 weight level (0 - disabled), below this will be dialed with ratio||This field relates to leads with a 1:1 ratio. These are the leads with Call Again Personal and Dropped Calls statuses. If you enter some weight value in this field, the system won't treat such leads with lower weight as hot ones and dial them based on a ratio as other leads.|
|Direct dial status||Any Available is the default option that will use the current status of the lead.|
|Notify user when his permanent assigned lead becomes online||The agent will receive a notification that their permanent assignment lead is online and becomes a hot lead.|
This section defines the hours in which agents are allowed to call leads from each country.
The calling time is defined in each country's local timezone.
One line is always available here by default, which is used for setting the same calling hours for all countries. You can modify the hours here but shouldn't delete this line.
Click Add if you need to set other call hours for specific countries.
When setting calling hours, follow these rules:
|Show End Call button after this amount of seconds of call||By default, it is set to 5 seconds. When this many seconds of the call pass, the system will provide an option to the agent to end the call. It will allow agents to hang up if the lead is not interested completely.|
|Max Allowed Ringing Duration||By default, it is set to 30. This is the maximum amount of time the call will ring before hung up.|
|Call Origination Timeout||By default, it is set to 60 seconds. This is the maximum amount of time to wait without the call connecting (no ring).|
|Default Timeout Status||This field defines which status the lead will get if there is no answer (after Max Allowed Ringing Duration time runs out).|
|Default Busy Status||This field defines which status the lead will get if the line is busy.|
|Default Error Status||This field defines which status the lead will get if there is no ring (after the Call Origination Timeout time runs out).|
|Default Fax Status||This option is no longer used.|
You can define which status the lead will get in case of a dropped call when there is no agent to receive the call. Next time when calling the same lead, the system will ensure there is an available agent.
The default dropped call status is System Answer Dropped.
|Dropped Call Status||The status the lead will get when the call is dropped.|
|Timeout for searching for available agent||This is how long a call will be online once the lead has answered, and there is no available agent. You can set it to a few seconds.|
Predictive Dropped Call Action
|This option defines what action to take if a call is dropped. The default option Hangup call (no options need) is to hang up and call back when an agent is available.|
|Predictive Dropped Call Action Options||This setting is not used.|
|Number of seconds to wait till fall to default action||This setting is not used.|
|Upload||You can upload an audio file to play in case the call reaches voicemail.|
|Play Voicemail playback||Select an option from the dropdown list to play the recording when a call reaches a voicemail of any given lead.|
Default Voice Mail Status
|Select a status the lead will get when the call is answered by voice mail.|
|Voice Mail Button Status *optional||The agent will assign a selected voice mail status by pressing the voice mail button. By default, it is not selected, which means that the system will take the Default Voice Mail Status field's status.|
|Hide Voicemail button when dialing to Permanently Assigned Lead||If you select this option, the agents won't be able to mark leads with Call Again - Personal status as voice mail.|
|Hide VoiceMail button after this amount of seconds of call||This field defines in how many seconds the system will deactivate the voice mail button for agents. You can set it to 30 or above.|
Answering Machine Detection (AMD) is an optional free feature that enables automatic detection of voicemail. It allows recognizing about 85% of all machine answer cases.
Please contact your account manager or open a support ticket to enable this feature or for more information.
|AMD/BEEP Max Duration||For more information, please contact your account manager or open a support ticket.|
This section refers to additional Do-Not-Call service.
This section refers to speech recognition or speech-to-text, which is a paid service. You can choose which side you wish to transcribe - lead only, agent only, or both sides.
Reach out to our support teamOpen a ticket