Dialogue Cloud

Installing Campaign Dialer

Note Enterprise license and higher

Prerequisite

  • SharePoint Template must be at least 3.3

Installation

  1. Add setting "EnableOutboundDialer" to Settings list with value "True".

  2. The 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). An 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. setting "OutboundDialerDeclineRetry" can be used to specified the number of retries

  3. The UCC setting "OutboundDialerDeclineRetryTime" can be used to specify the number of minutes between retries

  4. (Optional) The UCC setting "StartOutboundDialerOnStartup" can be set to true to automatically start during startup. (Instead of Supervisor command)

 

Activating

The final step is turning the dialer on. This can be done by a supervisor (user role) typing the command "startdialer" to the UCC by using IM.

 

Optional Dialer Settings

For the Campaign Dialer additional settings are available to tweak the system. More information can be found here.