User Guide Campaign Dialer

Qualifications before the Campaign Dialer can be started

• The Campaign Dialer must be enabled in the SharePoint settings. Set 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). 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. setting EnableOutboundDialer to true.

• 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 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

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.