User Guide Campaign Dialer

Qualifications 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.

Item

Description

Invite

SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities 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

  • CallWentToVoicemail, 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.

 

Create Campaign Dialer item

Note that the Campaign Dialer list can also be filled automatically by the CallBackWith CallBack the customer can leave his / her number to be called back by an available agent during business hours. action

  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 voicemail

When the agent accepts a campaign dialer call he/she will be prompted with the message in the setting "CallbackPressKeyOnVoicemailTextToSpeech". If the dialogue is answered with a voicemail, the agent can press the * key. The agent will then hear the message in the setting "CallbackRetryScheduledTextToSpeech" and the dialogue is rescheduled.

 

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 are successfully connected
  • RequestTerminated, 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
  • CallWentToVoicemail, 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.