Administration
The voice dialers always have to have digital lines as their own signaling (to indicates the beginning and the end of the call).
To start configuring the dialer you just go to Administrator → Dialers → Voice
Basic Configuration
First of all, we must define whether we want the call to reach the agent, the client or it will be Voice Broadcast first.
After selecting the dialer that we consider convenient according to our business, we must indicate
Name
When entering a name, automatically a new campaign is created in the system with that name and depends on the type of Dialer if the campaign will be incoming or outgoing.
For PowerDialer and Predictive it will create an Incoming Campaign, for Progressive and Preview one Outgoing Campaign and for VoiceBroadCast it will not create any campaign, can use any name.
Dial String
Example: DAHDI/G1/ o SIP/CARRIER/, there's an option to create a SIP trunk to the same server (eg. named DIALER), this trunk will use the context dialer (context created by default in the setup being SIP/DIALER/ the dial string).
This can be used in cases where a complex dial plan is required, with random DID dialing or using multiple providers based on the enumeration of the dialed number.
Caller ID
The number who makes the call.
For Preview and Progressive dialers it's possible to define a DID range to dial randomly (ex: if we define a DID 1234567-89 the dialer will dial 12345XX being XX a random number between 67 and 89)
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The remaining fields will be loaded by default with the necessary information for proper operation. |
Add agents to the created dialer
First, go to Administrator → Campaigns → Voice
Here follow the same steps that in Campaigns - Add agents
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Now your dialer it's ready to work! Just add some lists from Supervisor - Voice Dialer |
Other Configurations
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For each dialer type, you can define different parameters VoiceBroadCast and Power Dialer
Preview and Progressive
Predictive
The next fields are visible for all dialers configuration
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Once Saved the Voice Dialer, it will appear in the list where the user can click on it and see it's detailed in the section described before.
Apart from that, other dialer settings will be visible:
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Below every time frame, the user can configure the order of different contact numbers the call will be made. The initials represent:
In order to complete the configuration, an order of letters must be written, or leave the values by default that the Schedule has MWH, and press the green button "Save" to apply the changes made.
Example
File .csv:
Inside the alternative telephones, the second parameter which indicates the number of retries made for that contact with that number is useful because the dialers order changes depending on the time of the day an alternative telephone can be used as a principal number, and the principal telephone will have its number of retries saved to be done, this way rules are not broken and the order it's established. This brings the user a huge benefit, in case we want to dial different numbers with fewer retries compared to other numbers, the user simply needs to increase the initial number of retries. For example: If the user wants the home telephone number (H) to be re-dial 2 times and the maximum of retries for that dialer is 3 times, then the base could be:
This means that when it's time to call the Home telephone number, it will appear as it was already called once, therefore the dialer will make 2 retries instead of 3. Change two options are possible as well if the type of telephone number the dialer needs to call is not known.
When this happens, the Dialer will always try to use the type that corresponds to the actual Dialer time, if not, the best chance according to the dialers order. The registries are always dialed, no matter which type they have, what is done is to re-arrange them depending on the time of the day in which the agent has more chance for the client to pick up. This means that if the order is MHW, and the contacts have only HW, the dialer will start by the H, which is the second in the process order. This makes the dialer not stop calling, but will always follow the order depending on the time of the day and the different telephones that the contacts have. |
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Through the button 'Automatic recycling' we can access the modal of automatic recycling of lists for Dialers. Using the <, >, +, - buttons you can create new cycles, remove cycles and navigate between them to configure them. Configuration fields
Remember
(GIF) Each time an automatic recycle is executed, a record is stored in BD in the recycle_log_repo table indicating:
Copy RecycleThis option allows you to copy settings of Automatic Recycling between Dialers, for this we must select a Dialer, go to Automatic Recycling and in the modal we will see a button of Copy Recycle. Clicking on the button will open a copy modal. Here we will have to select the Dialer from which we want to copy the configuration, then keeping the Alt key pressed we will select the Dialers to which our configurations will be copied. Once the Dialers have been selected, click on Copy, the copy will be made and the user will be redirected to the Dialer creation screen without any selected Dialer. If you do not want to make the copy, press Cancel or close with the cross and return to the Automatic Recycling Configuration modal. |
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When we create our dialer we have the option to assign a dialing rule, the chosen rule will determine the behavior of the dialer when consuming contact lists. (Image) In this section we select the country in which the dial will work, once selected you will be able to identify three methods to divide the lists which are:
By default the dialing rules are in "None" this means that those users who do not need rules or already have active dials will continue their operation with time zones.
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VoiceBroadCastIntroduction The VoiceBroadCast system is to make auto-dialed campaigns. A database with phone numbers is uploaded and this is sent to an IVR workflow which can be used to reproduce notifications, audios, dynamically or statically. You can also perform automatic static or dynamic surveys, as well as according to an option, the client can be redirected to a campaign. In this case, the important thing is to set the number of channels as the VoiceBroadCast use every possible channel most of the time. The format of the list is the same for all dialers. Dialer steps
Static Base.csv
Example
Variables that arrives to the flow: ${sound},${am}, ${FORM}, ${VBQUEUE} are all configured variables for that campaign. Dynamic When the user creates a dialer, if the audio area is not specified, it is possible instead of being a simple flow of BroadCast, to design IVRs where dynamical dialers are generated automatically.
Each parameter must be separated with two points ":" and every camp with a semicolon ";". The user can add as many as she/he wants depending on the Voice Broad Cast wished to be created. File.csv base
Example
In this case, the Dialer, when the call is picked up, will reproduce the date 02-02-2016, later on, it will vocalize the audio Desestime-BG and finally the amount 258.54. Progressive and PreviewIntroduction In this case, this dialer is one step below regarding PowerDialer or Predictive to maximum automation, but we are still on a system of purely automatic calls. The Progressive dialers are based on the Agent's availability. The progressive dialers, usually are very suitable for Centers with a low or moderate volume of calls, where they would not be able to collect enough information to obtain reliable statistics. Basically, it calls the agent and when it answers the call is made, this makes that many attempts could be busy, wrong number, etc using time from the agent. The workflow that is used is the outbound, that is why we use outbound campaigns on Progressive and not inbound (there is no queue handling but it exists the wrapup concept).
Dialer steps
Base.csv
Example:
Power DialerIntroduction Unlike Progressive, the Power Dialer does not call the agent first and then makes the call, it is very similar to a Predictive but with a more Real-Time calculation of over dial, this is a good fit for smaller groups of Agents and will respect the maximum channels configured for the dialer. The first thing that the system does is to dial while existing available agents to answer calls on the campaign, for example, if there are 2 agents available, it is going to make 2 calls simultaneously and until one is contacted, once a client is reached it is sent to the campaign. In 99% of the cases, the agent should be free to answer instantly. This avoids having to deliver busy or inexistent calls to the agents and deliver only the ones answered. This way of working is exactly de same on VoiceBradCast dialer, PowerDialer, and Predictive, the only thing that changes is the number of calls that are being executed, If we have an over dial rate, then will behave as a Predictive dialer, where we have abandon rate. The PowerDialer tries to have all the agents with a call with its over the dial. Dialer steps
Base.csv
Example:
Predictive DialerIntroduction The Predictive dialer's behavior is based on phone numbers databases, and they do it as their name says, in a "predictive" way. This means that comes into play an algorithm based underlying on statistics strategies, which take multiple variables from the Call Center and calculate various factors to be able to put the Agents in contact with the contact numbers in the most efficient possible way. By general rule, the main utility and advantage of the Predictive dialers reside on the volume of calls from the Centers in which are based on, given that they are grounded on statistics techniques, their most reliability redounds on the Law of Big Numbers. This is why in small Call Centers it is little recommended for its base behavior.
The more sophisticated the algorithm is, the better in general terms the Predictive Dialer will be. In fact, this is one of the key factors that will determine its success in the future. A lot of predictive algorithms are based on the Erlang distribution.
With this system, the agents will only lie in wait for the machine to do its work, and by general rule, they do not have the possibility to take the call if desired, this will put directly in communication with the agent. Firstly, this method can be ideal and, if we are really in front of a quality Predictive Dialer, this premise is true. But in return we are dealing with some inconvenience that we must overcome when choosing this type of Dialers:
Base.csv
Example:
SchedulerThe dialers scheduler is to be able to Schedule calls and for the dialer to make them at the right moment, for this, it exists a WebService of Rest type which allows to schedule the calls. It is possible to do it from Forms, Workflows, or from external systems. Basically, the process is that exists a table where the calls are scheduler whit the necessary information. calls_scheduler
The scheduler is located in calls_spool with priority 1 for the calls that must be executed at that minute, which is going to make the dialers take it as soon as possible to make it. On the base, it takes the name as Schedule and Date to be able to see which calls were scheduled and which should be made to be able to compare it with the call date from CDR. Web Service
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Supervisor
Dialers Dashboard
Full details of the state of the dialers, allowing you to manage your activity and load information.
In order to monitor the user must select the campaign by clicking on the menu situated on the left top corner, unfolding every SMS dialer campaign in the system.
Once the campaign was selected the section will show the following:
It is possible at any time to stop or turn on again the campaign manually from the play or stop button on the upper side of the screen.
It is possible to upload new lists or blacklist registries, it is also possible to download the lists of the dialer by pressing the lists button located on the right upper corner of the screen.
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Type Status
Power Dialer - Overdial Predictive - Maximum Abandon Rate Schedule |
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Actives call: Show the amount of actives calls at the moment, in case that the campaign is on the date. Power Dialer, Preview y Progressive - Max Channels: Maximum of channels configured for this campaign, this value can be edited by clicking on the icon next to the field. Predictive - Max Channels Per Agent: Maximum of channels per agent configured for this campaign, this value can be edited by clicking on the icon next to the field. Answered: Show the number of calls answered at the time of the campaign. Not Answered: Number of calls that were not answered. Busy: Show the number of busy calls at the moment by the campaign. Other: Show the amount of calls whit different states answered and busy at the moment by the campaign. Total: Number of total calls processed. Contacts Processed: Number of people successfully contacted. Contacts Not Processed: Number of people not contacted yet. Blacklist: Show the number of blocked calls that are in the DNCR. Scheduled: Number of registries scheduled to contact later. AMD: Amount of calls answered by voice mail and the percentage of this value regarding attended calls. Human: Amount of calls answered by a human and the percentage of this calculated by AMD calls * 100 / answered calls. Contactability: It indicates the percentage of calls answered by the campaign. Indicated two values, the first one represents the contactability per call and the second per contact.
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On the table situated on the left down corner will be shown the client's information that the dialer is processing
Deleted from the contact list the number specified here. See all numbers that are marked Reschedule. (image) After pressing the button you access the modal that will show you the date and time information scheduled. You can also delete scheduled agendas (image) |
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Processed Graph: This shows the percentage of processed and not processed calls. The real-time graph shows the total of active calls, busy agents, and calls that are being dialed. Agents Status Graph: Inside the graphic, you can see the state of the agents. Below the graph be can filter the agents that do not want to see by pressing the name of the state of the agent that you want to remove the graph. Statistics: Being different from the Processed graph, here the user can see in real numbers the number of Completed calls with its total time, Abandoned ones with its percentage rate, ACD and total waiting time, and Service Level with the total amount of calls made. Calls Graph in Real Time: This graph shows the amount of total active calls, busy and completed ones.
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If the system could process the call, it is deleted from the table, if it was occupied or no answer or if there were no channels, the call is retried, increasing retry by 1, this is to not be taken immediately and others will be processed before retrying it. It is important not to overlap a lot of channels, if we have 30 channels and have 2 campaigns at the same time with a maximum of 20 channels, it is likely to result in dialer errors allowing us to repeat some calls. Also when having more than 1 campaign, for better performance it is a good idea to leave 1 pivot channel, since being an asynchronous system based on events, it is possible that at some millisecond it is dialing on other campaigns and the system does not have info that it is really active occupying a channel, therefore in border cases, it is possible to jump a campaign, anyways if it jumps and was not possible for the system to create a channel because there are not, this will be processed later when the existent in the spool are completed as it will have one more retry. Within the caller id (name) it is the VoiceBroadCast:Campaign:Dial number:List:Retry, this allows the tracking of the system events to know how many calls are active by the campaign and allows to re-insert calls in the spool that could not reach the destination. It's important the concept of Respool and Reschedules, the first allows to put you back a call almost be attended to continue dialer, and the second schedule a number to call later. |
Lists
In this tab, you can view and manage lists for specific dialer increases.
Initially, in the upper left bar, you can see the timezones that have the lists uploaded to the system.
In addition, we can quickly identify if any is out of time using the icon to the right.
Enabled List - The contacts that have will be dialed
Disabled List - As much as this list has contacts, because it is out of time the dial will ignore it
On the upper right side, the user can find buttons to start or stop the dialer.
The system allows to have multiple lists for a campaign, when uploading the lists they will be inserted on that order, the first for a campaign it is marked as active, then the rest as inactive.
Buttons in lists
Download the base as a .csv file
Delete list
Remove all uploaded lists for this bookmark campaign
In addition, it is possible to upload a list with numbers that you do not want to call (DNCR).
The numbers entered will be blocked at the time of making the call.
To clear the registration of numbers not to call for the selected campaign, just click the red cross located on the right side of the image.
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The user can move one list to another dialer. The following will unfold to choose where to move the dialer-list:
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List Operation
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Given three active lists A, B, and C of which only C has an x% priority. At the end of a list D the following possibilities can be given:
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Timezones
When a list has x% priority but is out of time, the dialer will ignore it until it is back in time.
This does not mean that you dial less, more contacts are dialed from the lists on time.
Therefore, for a list to be dialed we must take:
That the list is Active.
That it has an x% of Priority
That the Timezone is on time
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Dialing rules are defined in the creation of the dial, to see more about dialing rules click here. After defining the dialing rule, in the last section, we will see something like this As you can see in the image, in the timezone selection box we will see the dialing rule corresponding to the campaign. When we upload a list, it will be automatically divided into the corresponding timezones. Those contacts that cannot be located will be on a separate list and the supervisor can decide
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Prior to uploading a list, the corresponding timezone is selected in the drop-down menu to the right of the load field. After uploading the list its time zone is added to the top bar of the screen, where we can see the name and an icon indicating whether it is on time or not, the same can be seen in the table next to its name. A set of recently used time zones is maintained, which is updated as lists are uploaded. When a dialer contains active lists for different time zones, your schedule extends. For Example: The schedule set for the dialer is from 9:00 a.m. to 4:00 p.m. (local time zone of the server).
Client1 will be called at server time 7:00 a.m. to 2:00 p.m. Client2 will be called at server time 3:00 p.m. to 11:00 pm.
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Upload Base
The procedure to upload a base is:
Prior to loading a list, you must select a timezone for it through the combobox unless we have a dialing rule.
Upload a .csv file, with the data of the phones to be called by the dialer, which varies according to the type of dialer.
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The dialer will call the different numbers specified, depending on how the client arranged it on the Dialer Schedule. Apart from the three types of telephones MWH, in the .csv file two more types can be specified, P for Priority and U for Unknown. The P one will be called first and then the others specified on the schedule, and finally the U one.
Example
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Allows to upload a CSV file with the phones that can not be called, indicates the phone number and the campaign. Example
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Always that a dialer is generated, we have to take into account the following criteria:
The Phone agent parameter to upload it to the database is only necessary for the progressive dialer type. It's important to have in mind that if it is a Power Dialer, this one will execute if there are available agents in the system to make calls. The number of processed calls at the end of each dialer may not correspond to calls originally uploaded, since there all call attempts that may have given error into consideration, they have not attended or have exceeded the waiting time, and the amount of retries is defined dialer. The dialer saves the name of the file and the date of upload like the identifier of the base loaded, this information later is useful to create reports. The priority is the priority that will have the call in the queue, the highest priority is 1 and the lowest is 9999, if we want a call is placed before any other call we give priority 1, if in turn have several contacts with the same priority it does it takes the chance respecting priority levels. Fields like alternative phones and data are not obligatory, and if you have more than one variable is separated with a: between them. With the rest of the attributes necessary to load the base is separated; as usual, but within these fields are separated with two points, that's the difference. |
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Data
.CSV Example
Data tableThe supervisor can decide from the dialers dashboard, which list wants to be active, the dashboard shows the lists in the system the number of registries that is left for each one, allowing to activate or deactivate the same and the number of registries per agent. To visualize the number of registries for each agent, the agent's icon must be pressed on the desired list. There you can see a dashboard with the agents of that list allowing to reassign contacts from agent to agent. To reassign contacts from an agent to another you must press the Reassign button on the agent's lists where the next image will appear. Inside the information that the supervisor has to see the uploaded list is the Contactability, this is the percentage of answered calls. To look at this percentage we must pass throw the mouse in the table that shows the data of the base. Then select the desired agent and click on the reassign button to complete the action. It can exist N active lists at the same moment and each has its percentage which must sum 100% in total, this percentage tells us how many contacts will get from the list to be able to mix the lists. As an example, if you have two lists with 10 contacts each, if both have 50% of priority, it will execute 5 contacts from one list and 5 contacts from the other before continuing dialing. To set the percentage for each list you must active the desired lists and then by clicking the percentage the next window will appear. It is important to know that the scheduled calls are always a priority, no matter what list is executing. Once a list has ended and has 0 registries, this will be deleted from the system, an email is sent (AlertMail Configuration) noticing that the base has ended. We have 2 cases; the first one is that it does not exist another active list if this happens an inactive list is active with 100% active (in the order that it was uploaded), if there are active lists, the percentage of the list that was in 0 it is added to the first uploaded list to be able to keep working on a 100% model. It is possible to upload a Do not call registry (DNCR). This adds the uploaded numbers to the blacklist in order no to be able to call them. Delete Button: Allows to delete the campaign data that have not been processed (for example, not processed registries that retuned an error or have been in the NDCR table, or for some reason want to be canceled).
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If you do not have different Time Zones for the dialer, it is not necessary to select time zones since by default you will have the timezone of the uContact server. |