[ACD] Outbound Dialer Tab Options
- Kathleen Glica
The content in this article is appropriate for Administrators within the Outbound Dialer Admin Group
This article details all of the options available on the OB Dialer tab within an Outbound Campaign.
Location of the OB Dialer tab in an outbound campaign:
Lead Feeder: [dropdown list]
Auto: Auto Dials Leads from selected Sheet.
HCE: "Quarterback Mode" instead of autodialing, the administrator can be presented with a link from this page to another page that shows buttons for triggering each dial. Forces a "quarterback" (supervisor) to dial each number for the receiving agents.
This satisfied a Comcast request.
For use within the power dialer the selection will always be Auto.
Dial Ratio: Number of OB dials per available agent.
This is a custom setting that the client may choose to set as high or as low as they wish.
Applies to the alternate campaign IB on the destination (if the destination is an IVR, it's how many channels will be started).
List to Dial: [dropdown list] Configuration page that defines the OB Call functions the Auto Dialer takes into consideration when it is running.
Campaign Blend: Will use a mix between the “New” (contacts) and “Touched” (contacts) within the OB Dialer Sheet when Auto-Dialer is used. When selected the default split is New=80%/Touched=20%.
This setting can be adjusted to preference at the New and Touched Lists pages.
New: Will only use “New” contacts within the OB Dialer Sheet.
Touched: Will only use “Touched” contacts within the OB Dialer Sheet.
Max Ring Time (seconds): total maximum amount of seconds that the outbound call will ring if no answer
AMD assessment window: (Answering Machine Detection)[dropdown list] Length of time (1-5 seconds, configurable) that the platform will work to detect and filter out answering machines/voicemails. The lower the window, the higher the chance of them slipping to agents. The higher the window the more accurate it will be.
💡Please Note: While higher numbers provide more accuracy, if an actual person answers before that timeout, they will not hear anything during the remainder of that window, which could lead to hang ups.
Answered Call Destination: The 2 available options dictate what you wish to do with an answered call:
Alternate Campaign (IB): Outbound Calls will route to the inbound campaign selected at the Inbound Campaign configuration.
ﾠ➡️ Alternate Campaign (IB) designation is located on the Details tab of the campaign.
IVR Node: This option will expose the following fields:
Require Agents: This setting is dependent on what the IVR is going to do- If it's going to prequalify the person and then queue them for an agent, you want it to require agents. If you are doing a self serve IVR or transferring to a third party, then agents are not required.
Require Available Agents: Routes to available agents only.
Agents are not Required: Routes to the IVR and sits in the queue awaiting available agents.
Select the IVR: [dropdown list] Click the dropdown to select the IVR you wish to use.
Select the Node: [dropdown list- will populate with applicable choices once IVR is selected] Click the dropdown list to select.
⬆️ Available nodes are taken directly from the IVR Tree tab and displayed with their designated hierarchy.⬇️
Dialer Controls: Start / Stop the Auto Dialer.
➡️ You will receive notifications when the Dialer starts
and stops:
*The Dialer must be started in order for the following options to be populated with data (the following are not configurable fields):
Target Dials: The proposed number of dials that the dialer is attempting to reach based on the total number of available agents.
For example: if your dial ratio is 10 and you have 5 available agents, the target dials would be 50.
Actual Dials: Exact number of calls made
Status: current status of the dialer.
➡️ To see the current status, click the Update button at the bottom of this page.Started: dialer is running
Stopped: dialer is not running
Locked: dialer is not running and is locked
Answered Dials: calls that were answered
Answering Machines: calls that were picked up by an answering machine or voicemail
Unanswered Dials: calls that were not answered
Failed Dials: incomplete calls that did not go through
Hung Up During AMD: calls that hung up during answering machine detection
Locked: Is the dialer in a locked state (no/yes).
Each time the dialer is checking channels to see if it needs to add some more dials, it establishes a temporary lock. If the failed dials begin to increase the dialer may lock and you will need to unlock it.
When the system locks the dialer for calculation- it will continue to make calls, however if it is a failed lock, the dialer will stop and you will need a support technician to assist.
Leads Dialable: Total number of leads that can be called based on sheet, scrubbing, and outbound list settings.
Leads Dialable Now: Total number of leads that can be called immediately.
Leads Dormant: unscrubbed leads
