Please Note:This feature is currently still being developed and  may not be fully implemented on every cluster. Please contact your Account Executive if you would like to learn more.

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• Browse to your CX Route IB campaign
• On the PD Inbound tab:
  
  
  • Enabled: Yes
  • Integration: click the dropdown and choose the integration you just created in step 1
  • Dialer: Once the integration is selected, this button will appear.
    • When clicked, it is a direct link to your dialer site. (clientname.dialer.singlecomm.com)
  • External Campaign: this will be the name of the dialer campaign once it is created in step 3 and connected in step 4
     You will need to come back and complete the above step.
    
  • Dial Agents Available: this number changes based on current campaign settings and will change as the dialer makes call

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Anchor
Campaign Campaign

Create the Campaign:

 Each server can contain a maximum of 25 campaigns/phonebooks. 
If you require an increase to this limit, please ask your Account Executive.

• Click the Campaign dropdown, then Voice Campaign
  
  
• Click Add
  
  
  
• On the General Settings tab:
  
  
  • Campaign name: enter the name for your dialer campaign
  • Application: click the dropdown and choose the Survey/IVR from the Module that was created previously
  • Caller ID Number: enter the number that will appear on caller ID (this can be any number, does not have to be a valid phone number or the DID but is advised that you use a number that the receiver can call you back on)
    *This number should be entered with NO FORMATTING and without a "1" in front. For example: 8884644698
     
    It should be noted that if you list the DID and the consumer returns the call, it will come into CX Route as an incoming call but will show as INVALID_CODE in CX Explore: Predictive Dial/Hangup Cause. This is expected functionality since the call was not dialed by the PD. For more information on viewing PD data in CX Explore, click here.
    
    
  • Caller Name: this field is dependent on carrier settings and may or may not display 
  • Caller ID Group: when selected, this will override the Caller ID Number
    (it is advised to use a Caller ID Number instead of this option)
    
    
  • DNCList: click the dropdown and choose the DNC that was created in the previous step
  • Phonebook: click the dropdown and choose the Phonebook that was created previously 
    • You can also ctrl+click to select multiple phonebooks
• Click Update to save the campaign settings so far
   
  Once you click Update, the only fields on this tab that can be modified are Caller ID Number, Caller Name, and Caller ID Group.
  If you want/need to change any of the other components after this tab has been updated, a new campaign will need to be created.
  
  
• On the Dialer tab:
  
  
  • A-leg Gateway:defaults to VoxTeleSys (the only supported gateway at this time)
  • Frequency: number of outgoing dials per minute
    *This value limits the number of dials to be made per minute, and should be set above the number of available agents multiplied by Dial Rate (below)
  • Max concurrent call: number of concurrent outgoing dials that can be handled by the server
    *This can be left at the default value of 50 if that number is not greater than the number of agents available at the start of the campaign.
  • Max concurrent transfer (Max available agents): number of agents available to take calls
    *This should be left at the default value and not surpass the number of agents that are assigned to this dialer campaign, given that agents can only be assigned to one dialer campaign at a time. CX Route will adjust this number based on the amount of dedicated available agents.
  • Dialing method: should always be set to Power Dialer
  • Dial rate: number of calls made per available agent
    *A rate of 3 means that if 1 agent is available, 3 dials will be made. If 2 of those dials are answered, one is transferred to the agent and the other is transferred to the queue. 
     Be advised that when there is a low number of available agents (1 or 2) and a dial rate of >1/1, there is a possibility that dials could be made after the last agent becomes unavailable. The dialer doesn't react instantly and some calls could still be made in the time before the campaign pauses. This buffer is only pronounced when the number of available agents is low.
    
• Click Save to save the settings
  
  
• On the Retry tab:
  
  
  • Max retries: number of times the lead will be redialed* during the lifetime of the campaign.
    *Leads are eligible for retries if there is no answer, or if a human voice is not detected on the other end.
     What about voicemail/answering machines that sound like a human voice?
    This can happen when using voicemail detection (enabled in the next step). The dialer listens for 1-3 words (detects as human) or more than 3 words (detects as voicemail) and if it incorrectly determines that the recorded outgoing message is a human, the call will be transferred to a live agent and the number will not be retried.
    
  • Time between retries: Minimum amount of time (in seconds) between retries. If the dialer is still cycling through other numbers, it will dial retries only after all other leads have been exhausted.
  • Call completion: [currently not supported]
• Click Save
  
  
• On the Voicemail tab:
  
  
  • Voicemail detection: on/off
    If ON:
    • Detection behavior*
      
      • ALWAYS PLAY MESSAGE: call will transfer directly to CX Route without playing any audio if human is detected, and play message if voicemail is detected
      • PLAY MESSAGE TO HUMAN ONLY: dialer will play audio to human, then connect to CX Route but disconnect if voicemail is detected
      • LEAVE MESSAGE TO VOICEMAIL ONLY: dialer will disconnect if a human is detected but play message to voicemail
    • Voicemail audio file: click to select a pre-recorded audio file
    • Plays Text to Speech: type a message that will be spoken, based on the settings above it, after the audio message is played
  • Click Save
     The settings on this tab cannot be changed once they are saved.
    
    

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• Click Campaign / Voice Campaign
• In the Status column:
  
  
  • Click the Play button to change the status from Stopped to Started
    
  • As long as agents are available, the dialer campaign will remain in a Started state and dials will be made. If no agents are available at a given time, the dialer will Pause until an agent goes back to an available state.
    

 Be advised: If you manually STOP an already active campaign, it WILL NOT be restarted automatically when agents become available. To stop the dialer temporarily, you should press PAUSE. A campaign that is PAUSED will resume dialing when agents  place themselves in an available state.
Campaigns that have been STOPPED will be archived after 30 days, at which point the associated data will no longer be available.

 
It should also be noted that once the campaign is active and leads are being called, there may be a discrepancy in the Voice Dashboard and the dialer's Reporting\Voice\CDRs. Because the dialer will buffer calls, essentially marking them as dialed when the lead may still be in the queue for dialing. This overflow would appear in the progress bar.
Accurate reporting on a campaign, regardless of status, can be done in CX Explore. For more information on building reports using the Predictive Dial Explore, click here.

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