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Dialers

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Dialers


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Menu Dialers to supervise the system.

Full details of the state of the dialers, allowing you to manage your activity and load information.


Table of Contents



Telephony Dialers


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The system starts according to the created scheduler.

When starting, the system creates a task for each Dialer defined in the system, the same start and end according to the scheduler they have. All values can be seen on the Monitoring Dashboard in real time for that dialer.

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.


Dashboard


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Once the campaign was selected the section will show the following:


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  • 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 black list 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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titleTop Bar Parameters

Type: Indicates the type of campaign that is defined.

Status: Show the general state of the campaign on base to the following status:

 Inactive

 Active

Power Dialer - Overdial: Percentage of overdial configured for this campaign, this value can be edited by clicking on this icon 

Predictive - Maximum Abandon Rate: Percentage of Maximum Abandon Rate configured for this campaign, this value can be edited by clicking on this icon

Schedule - All schedules that were defined for the dial are shown.

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titleTable Parameters

Actives calls: Show the amount of actives calls at the moment, in case that the campaign is on date.

Power Dialer, Preview y Progressive - Max Channels: Maximum of channels configured for this campaign, this value can be edited by clicking on this icon 

Predictive - Max Channels Per Agent: Maximum of channels per agent configured for this campaign, this value can be edited by clicking on this icon 

Answered: Show the amount of calls answered at the time for the campaign.

Not Answered: Number of calls that were not answered.

Busy: Show the amount of busy calls at the moment by the campaign.

Other: Show the amount of calls whit different states a 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 amount 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 of the campaign. Indicated two values, the first one represents the contactability per call and the second per contacts.

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The percentage from the first one, includes AMD values, and its defined by, for example, if we have 2 contacts registered on this dialer with 3 types of phone each contact (Home, Work and Mobile), if one client answers from one of the phones, the contactability percentage will be 16%.
The second value regards the total number of contacts registered on the dialer, if we have 2 contacts and one of them answered, the contactability percentage will be 50%.



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titleQueued Numbers

On the table situated on the left down corner will be shown the client's information that the dialer is processing

  • Number
  • Retry
  • Client's Data
  • Base name from where the data is coming.

 Deleted from the contact list the number specified here.

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titleGraphs

Processed Graph: Shows the percentage of processed and not processed calls.

Real time graph that shows  the total of active calls, busy agents and calls that are being dialed.

Agents Status Graph:

Inside the graphic you can see the sate 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. The states are:

  • No available: Those agents that are not logged in the system.
  • Available: Logged agents in the system that are not in a call.
  • Busy: Agents in active call.
  • Pause: Agents who are in pause mode. They can not receive calls no are on a call.
  • Busy pause: Paused agents currently have an outgoing call.
  •  Wrapup: Agents that are in a state wrapup can not receive calls during a short period of time to complete its management. Wrapup time set out in your campaign settings. It begins when the call is ended campaign.

Statistics: Being different from the Processed graph, here the user can see in real numbers the amount 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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  • In some occasions it is possible to see on the graph that the amount of busy agents is greater than the total as well as viewing the dialing with a negative value. This happens when the campaign makes manual calls or when it has incoming calls that are not from the dialer, anyways the graphs show the evolution of the dialer.
  • The task is executed, the task is the responsible for making the calls obtained from the calls spool (calls_spool table), this are obtained according to the dialer type and are dialed according to the dial string of the same (it can be by TDM or VOIP), note that it will only work on Digital lines, VOIP or Analogics with Disconnect Supervision (inverted polarity).
  • Once the call is executed, its status will change.
  • Calls are only obtained from the active list.


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titleSPOOL


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titleSPOOL

SPOOL

CAMPAIGN: Name of the dialer for the contact.

DESTINATION: Contact telephone number.

STATUS: Status of the contact

  • STATUS: 0 - PROCESSING (it is dialing)
  • STATUS: 1 - TO PROCESS (it is on the spool ready to be processed, are the ones taken by the dialer).

  • STATUS: 3 - BLOCKED (blocked by DNCR, it will be deleted from the spool at the daily maintenance job).

DATA: Values given to the workflow to be able to use.

ALTERNATIVES: Alternative numbers for the contact separated by :

RETRIES: 0 initially, > 0 amount of retries for that number.

CONTACT: Auto-generated to differentiate the contact.

DIALERBASE: Name of the uploaded dialers base, it has name plus the uploaded date.

PRIORITY: 9999. to 1, initially all are inserted with a high number, but by reasons of the calls scheduler of the dialer, calls will be inserted with 1 to be executed immediately while the dialer is active. If it is required to give priorities to others, it is possible to insert them with intermediate values.

AGENTPHONE: For Progressive dialer, to which agent goes each contact.

The calls are deleted from the spool if they are answered or exceed the amount of retries defined by the dialer.


If the system could process the call, it is deleted from the table, if it was occupied or no answer or if there where 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 to repeat some calls. Also when having more than 1 campaign, for a 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 an 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 callerid (name) it is the VoiceBroadCast:Campaign:Dial number:List:Retry, this allows the tracking the system events to know how many calls are active by campaign and allows to re-insert calls in the spool that could not reach destination.

It's important the concept of Respool and Reschedule, 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


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In this tab you can view and manage lists for a specific dialer increases.

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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 he 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.


  •  Finally, this button located on the bottom right side allows the user to download a .csv file with a format guide to later Upload a List.
  •  Deletes the scheduled activities for this dialer.
  •  Deletes all lists uploaded for this dialer.
  • Also, it is possible to upload a list of numbers that do not wish to call (DNCR). The numbers entered are locked when placing the call. To clear the record numbers not call for the selected campaign simply click the red cross located on the bottom right of this screen.


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titleMove List

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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You can NOT move the lists to a Progressive type Dialer, because it requires the agent number to work, so the lists from other dialers will be incompatible.



Timezones

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  • Each list can be uploaded for a different time zone.
  • The dialer will make calls to the active lists that are in the dialer's dialing time for your time zone.
  • The dialing time in the configuration will correspond to the local time zone.


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Previous to upload a list, the corresponding timezone is selected in the combo box to the right of the load field.

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After uploading the list your time zone is added to the top bar of the screen, where we can see the timezone location and an icon indicating if it is on time or not, the same can be seen in The table next to the lists name.


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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:


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titleExample

The schedule set for the dialer is from 9:00 a.m. to 4:00 p.m. (local time zone of the server).

Callcenter - Bogota (server): -05: 00.

Client1 - L.A.: -07: 00.

Client2 - Berlin: +1: 00.

The client1 will be called at server time 7:00 a.m. to 2:00 p.m.

The client2 will be called at server time 3:00 p.m. to 11:00 pm.

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Tener en Cuenta
Take note
  1. This implementation AVOID making calls to people who are in a different time than the one set by their time zone.
  2. Lists that are active prior to the update of Time Zones will be set to the time zone of
the local server.
  • By recycling a list or moving it between dialers, it will keep the time zone for which it was uploaded.
    • Upload of List
    1. the local server.
    2. By recycling a list or moving it between dialers, it will keep the time zone for which it was uploaded.


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    • Each list can be uploaded for a different time zone.
    • The dialer will make calls to the active lists that are in the dialer's dialing time for your time zone.
    • The dialing time in the configuration will correspond to the local time zone.



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    ATTENTION

    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 a x% of Priority
    • That the Timezone is on time

    List Upload


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    The right procedure to upload a new base:

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    Select Timezones: Before loading a list, you must select a timezone for it through the combo box.

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    Upload base: Upload a .csv file with data from the phone to call the campaign, which varies according to the type of dialer.



    CSV File Format

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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.

    The format is as follows:

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    titleCSV File Format

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    titleFormato de archivo .csv
    campaignName;phone;aditionalInformation;alternativesPhones;priority[;agentPhone]


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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.


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    There is the possibility of adding alternative numbers to call for the same contact, for example first to the house number, after the mobile and then separated work in the last parameters ":" . With this upload, its possible to transfer data base for every campaign is wanted at once.


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    titleBase.csv
    dialertest;23660444;var1=123:var2=Peter;099123456:45698745;1
dialertest;095957167;var1=67123:var2=Michael;099123456:45698745;1
dialertest;23578408;var1=123:var2=Juan;099123456:45698745;9999
dialertest;23113758;var1=12356:var2=Juana;099123456:45698745;9999


    Upload do not call registry (DNCR)

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    titleUpload do not call registry (DNCR)

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    Allows to upload a csv file with the phones that can not be call, indicates the phone number and the campaign.


    Code Block
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    titleDNCR.csv
    23578408;campaignName;
23113758;campaignName
    ;Download base: 
    ;



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    titleDownload List

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    Allow to download the csv base with all the phone numbers of the campaign.

    Notes:


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    Always that a dialer is generated, we have to take in account the following criteria:

    • The name of the file can not have spaces, strangers characters, or very long names.
    •  The first column refers the campaign that  exist in the portal, if the same not exist will throw error and the file can not loaded.
    • The first 4 fields are required to upload the file correctly.
    • Cannot exist blank spaces after the last line.
    • Inside the fields, cannot have special characters like ´ ‘  “ @ , in this case it would give error and the csv file is not going to upload.

    The Phone agent parameter to upload it to the data base, is only necessary for the progressive dialer type.

    Its 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 amount 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 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 is take 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.

    Example: Progressive dialer:



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    titleExample Progressive Dialer

    CampaignTelephoneDataAlternative TelephonesPriorityAgent's Phone Number or Agent's Username(Progressive)
    test1098344484variable=value1:variable=value2099111111:09912121299991001


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    titleBase.csv
    test1;098789334;var1=val1:var2=val2:;091345675:098789543;9999;1001


    Data table

    The supervisor can decide from the dialers dashboard, which list wants to be active, the dashboard shows the lists in the system the amount of registries that is left for each one, allowing to activate or deactivate the same and the amount of registries per agent. To visualize the amount of registries for each agent, the agents 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 other you must press the Reassign button on the agents lists where the next image will appear.


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    Inside the information that the supervisor has to see uploaded list is the Contactability, this is the percentage of answered calls. To look this percentage we must pass throw the mouse in the table that show 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.


    Image Modified


    It is important to know that the scheduled calls are always 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 happen 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 black list 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 cancelled).

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    The dialers will only select contacts from the active and in time lists.



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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.


     SMS Dialer

    Menu to supervise the state of the mobile services and SMS campaigns.

    Show all the mobiles services actives, allowing supervise its activity and upload information.

    Dashboard

    Once the campaign was selected the section will show the following:

    Campaign: Allow to select a campaign to supervise.

    Status: Show the general state of the campaign based on the following states:

     Inactive

     Active

    In date : Show if the campaign is in date according the definition, with the following status:

     Inactive

     Active

    Processed: Amount of SMS processed for campaigns.

    Not processed: Number of calls left in the campaign process.

    Other: Show the amount of SMS whit different states a by incorrect format. 

    Locked: Show the amount of blocked SMS that are in the DNCR.

    In the upper right corner we have the following buttons:

    Button Start/Finish: Allows to stop o start the campaign to demand.

    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 cancelled).


    Outgoing - Unitary

    Exist the option to send an unitary text message to a unique and specific number, it must insert the following data:

    Telephone: Number where to send the SMS.

    Text: Text of the message to be send.


    Outgoing - Massive

    The outgoing SMS are processed automatically by the system. To upload SMS it must load a file which have the following, in csv format:

    Values:

    campaign
    destination
    message
    priority
    test1098344484text message9999


    Code Block
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    titleBase.csv
    smsintegratest;099782129;Test message;9999;
smsintegratest;0917564998;Test message;9999;
smsintegratest;095675776;Test message;9999;


    Upload a DNCR: Allow to load a csv file, with the SMS data that could not be sent, indicates the telephone number and campaign.

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    20045676;dialerestest;
29089900;dialerestest;
27865555;dialerestest;


    Status

    Show the state of the phone line in real time with the following states:

    • Free (green icon).
    • Busy (red icon).
    • Ringing (light blue icon).

    Data: Show the state of the device data.

    Channel: Show the channel of the assigned device.

    Context: Assigned context for incoming calls of the device.

    Group: Group that belongs the device, allowing grouping the configuration of different devices in certain groups.

    Signaling: Show the signal state of the device.

    Account: Show the registered account of the device.

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    To view the status information and status messages sent message waiting to be sent views Reports.

    It is possible to send messages since applications of thirds executing a web service REST for example: 

    http://10.1.0.18:8085/integra/resources/sms/sendsms/destination=099635199&message=message%2520de%2520prueba2&api=dongle&device=dongle0;


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    Always that a dialer is generated must take into account the following criteria for files and content:

    • The file name must not have spaces, strange characters or very long names would be an example of file: DISCTEST29042014.csv.
    • The first column refers the campaign that  exist in the portal, if the same not exist will throw error and the file can not loaded.
    • The first 4 fields are required to upload the file correctly.
    • Cannot exist blank spaces after the last line.
    • Inside the fields, cannot have special characters like ´ ‘  “ @ , in this case it would give error and the csv file is not going to upload.


    Email Dialer

    Menu to supervise the state of the Email campaign services.

    Dashboard

    Show all the active emails services, allowing supervise its activity and upload information.

    Campaign: Allow to select a campaign to supervise.

    Name List: Name of the active list and its state:

     Inactive

     Active

    Status: Show the general state of the campaign based on the following states:

     Inactive

     Active

    In date : Show if the campaign is in date according the definition, with the following status:

     Inactive

     Active

    Processed: Amount of emails processed for campaigns.

    Not processed: Number of emails left in the campaign to process.

    Sent: Number of processed mails that where correctly sent.

    Failed: Number of processed mails that where not sent correctly.

    Seen: Number of processed mails that were opened by the recipient.

    Rejected: Number of rejected emails.

    Spam: Number of emails that when to spam, this ones are registrated on the Blacklist section.

    Lists

    Section where the email dialer lists are administrated.

    Subject: Subject that the mails will have.

    Upload List: A csv file can be uploaded as massive registry of contacts to sent the mails to.
    The csv file must have the following format:

    Code Block
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    titleEmail.csv
    campaign;destination;message;attachments;variables;priority

    The parameter campaign must be the same as the email campaign's name associated to the dialer from where the emails are going to be sent. (Obligatory)

    The destination email must be a valid one, if not when the dialer try to send it to this address the action will fail. (Obligatory)

    A message to send can be specified. If it is not specified in the list, then the template associated with the dialer will be sent, if there is one, otherwise it will be an empty message.

    On the attachments csv division, if the user want to add one, first of all the wanted file must be uploaded on the Attachments section. A text will appear and this one must be copied and pasted on the attachment csv division.

    The variables represent the generic fields in the associated template, when the mail is sent these variables will be those that are replaced by the values indicated in this parameter. The generic fields in the template should be indicated as follows ${name}, where name will be the name of the variable. The values of the variables must be separated with two points and must be written as follows: nameVariable1 = value: variableName2 = value.

    If the priority is not specified, this one by defect will be 9999.

    Attach File: The user must upload a file to attach, then a text will appear. This one must be copied and pasted on the .csv file uploaded as a list, parameter Attachments, as explained before.

     An example of the structure that the .csv file list must have, can be downloaded.

     Play button to initiate the dialer and Stop button to stop it.

    When the dialer is initiated, a graphic will appear indicating the percentage of processed emails. When this one gets to 100%, all the emails on the registry were sent.