On Premises

User Guide Campaign Dialer

Note: An Enterprise license or higher is required to access these features.

Prerequisites before the Campaign Dialer can be started

 

Supervisor Commands

The Campaign Dialer can be controlled by a Supervisor. The Supervisor uses a chat to the UCC. The following commands are available:

Command

Description

StartDialer

Starts the Campaign Dialer (if all qualifications are met)

StopDialer

Stop dialing new calls, active calls will continue

StatusDialer

Shows the current status of the dialer (if it is started or not and if qualifications are met)

The Supervisor dialer command is remembered after restarting the UCC. If the Campaign dialer was running when the UCC is stopped, it will automatically run again after restarting.

 

Explanation per field

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

Note: Business hours and holidays are still leading.
Warning: Please create and use a normal Skill type when defining the Skill for Callback CallBack, an IVR menu feature for voice, enables the customer to leave his / her number to be called back by an available agent during business hours.. The assumption (as for any Outbound call/hunt from UCC) is that an agent is momentarily and specifically available for that (callback) Skill or else the Dialer would not be triggered in the first place. Selecting a Skill type with an escape capability (like Countdown, Availability or CountdownAvailability skills) may cause undesired or uncontrolled routing behavior. Use with caution and thorough testing.

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.

 

Create Campaign Dialer list item

 Tip: The Campaign Dialer list can also be filled automatically by the CallBack action. Learn More
  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 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.