User Guide Campaign Dialer

Prerequisites before the Campaign Dialer can be started

• Supervisor must issue the start command via Skype for Business 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 "startdialer" (Not available for Teams)

• All Campaign Dialer settings must be configured, see: Installing Campaign Dialer

• Set the UCC setting EnableOutboundDialer to true. (This setting is used to stop and start the campaign)

• The UCC must be operating in business hours.

Explanation per field

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

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.
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 following results Answered = Both the Agent and Customer are successfully connected Request Terminated = The agent declined the call NoAnswer = Agent did pickup the call, but the customer didn't Temporary unavailable = The customer can not be reached. Check the address off the invite. Decline = The customer declined the call MarkedCallAsVoicemail, the agent marked that the call went to voicemail
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.
Voicemail Message	Enter the Text-to-Speech message you wish to play to the customer when agent hears the call going into the voicemail box. If configured the agent will be disconnected from the call after pressing the * key and campaign dialer will process the further steps of this call.
Voicemail Audio Message	Select from dropdown menu the audiofile you wish to play to the customer when agent hears the call going into the voicemail box. If configured the agent will be disconnected from the call after pressing the * key and campaign dialer will process the further steps of this call. Warning Voicemail Audio Message' in combination with a high volume of Campaign Dialer sessions may delay the processing time, especially with larger audio files. Please consider reducing the number of entrees or using smaller audio files to avoid delays.

Create Campaign Dialer list item

1. Navigate to the UCCsettingsite
2. Open the OutboundDialer list
3. Open the tab 'Items'
4. Open the drop down under 'New'
5. Select new 'OutboundDialerItem'

Reschedule because of reaching a voicemail box (Press the * key)

When the agent accepts a campaign dialer call, a message will be played to the agent (from UCC setting "CallbackPressKeyOnVoicemailTextToSpeech"). If the established call ends up in a customers voicemail box, the agent can press the * key. Several things will then happen:

• The call will be marked as "MarkedCallAsVoicemail" in the active SharePoint OutboundDialerCalls list. (The CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. database, for reporting and timeline, will mark the call as accepted because technically it has been accepted.)
• The agent will then hear a message of the UCC setting CallbackRetryScheduledTextToSpeech, the dialogue is rescheduled and the agent gets disconnected. Unless the retry threshold has been reached set by UCC setting OutboundDialerDeclineRetry, Then the agent will be disconnected immediately.

Optionally

• If the list item VoicemailMessage is set in the OutboundDialerCalls list, this additional VoicemailMessage is played to the customers voicemail box and the call will subsequently be disconnected by the Dialer.

Behavior

The invite is successfully processed if the agent and the customer (Invite) both picked up the call. In that case, the Agent Sip contains the agent which was in the call. The result field contains the result of the most recent attempt. The following results can be reported:

• Answered, both the Agent and Customer were successfully connected.
• Request Terminated, the agent declined the call.
• NoAnswer, Agent did pickup the hunted call, but the customer did not.
• Temporary unavailable,the customer can not be reached. Check the address off the invite.
• Decline, the customer declined the call
• MarkedCallAsVoicemail, the agent marked that the call went to voicemail

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.