User Guide Autonomous Dialer

Qualifications before the Autonomous Dialer can be started

License minimal Enterprise
if using a Skype for Business client, a Supervisor must issue the start command via chat with UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. Submit the text "startautodialer" or "startautonomousdialer"
The Autonomous Dialer must be enabled in the SharePoint settings.
The UCC must be operating in business hours.

Activating Autonomous Dialer

Activating the Dialer to start processing Dialerlist entries can be done by changing the UCC Setting "EnableAutonomousDialer" to "True". For stopping the Dialer, change the setting to "False".

Supervisor Commands

The Autonomous Dialer can also be controlled by a Supervisor using a Skype for Business desktop client. The Supervisor uses a chat to the UCC. The following commands are available:

Command	Description
startautodialer or startautonomousdialer	Starts the Autonomous Dialer (if all qualifications are met)
stopautodialer or stopautonomousdialer	Stop dialing new calls, active calls will continue
statusautodialer or statusautonoumousdialer	Shows the current status of the dialer (if it is started or not and if qualifications are met)

The Supervisor dialer command is persistent even after restarting the UCC service. i.e. if the Autonomous dialer was running when the UCC is stopped, it will automatically be running again after restarting.

Explanation per field

In order to manage Autonomous Dialer Calls, the following field could be filled in:

Note: Business hours and holidays are still leading.

Item	Description
Invite	SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. URI or telephone number to dial (example: tel:+31123456789).
Processed	Shows if item is already processed, can be unchecked to run again.
Skill	The Campaign Dialer will use agents from this skill to contact the customer.
Order	Order in which to call customer. (overruled by Prio).
Prio	Enable customers to be called before non-prio items.
Pre-Welcome Message	Play this Text to Speech message before entering the default callflow. Overruled by Pre-Welcome Audio Message.
Pre-Welcome Audio Message	Play this Audio Message before entering the default callflow.
Day	Day on which to perform Dialer calls. Empty ignores filter.
Date start	Only perform Dialer call after this date. Empty ignores filter.
Time start	Only perform Dialer call after this time (per day). Empty ignores filter.
Time end	Only perform Dialer call before this time (per day). Empty ignores filter.
Date end	Only perform Dialer call before this date. Empty ignores filter.
Agent	SIP URI of the Agent who handled the Dialer Call.
Result	The result field contains the IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. path.
Retries	Retries field contains the number of retries. This depends on the settings OutboundDialerDeclineRetry and OutboundDialerDeclineRetryTime. If the maximum retry count is reached, the record field Processed is set to Yes. [Todo: question: what is in the Result field]

Add Autonomous Dialer item

Navigate to the UCC setting site
Open the OutboundDialer list
Open the tab 'Items'
Open the drop down under 'New'
Select new 'AutonomousDialerItem'

View Autonomous Dialer items

Navigate to the UCC setting site
Open the OutboundDialer list
Open the tab 'List'
Switch the 'Current View' to 'AutonomousDialerView'