Telephony Dialers
Dashboard
- 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.
Deleted from the contact list the number specified here.
Lists
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.
Timezones
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:
Tener en Cuenta
- This implementation AVOID making calls to people who are in a different time than the one set by their time zone.
- 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
The format is as follows:
campaignName;phone;aditionalInformation;alternativesPhones;priority[;agentPhone]
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.
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.
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)
Allows to upload a csv file with the phones that can not be call, indicates the phone number and the campaign.
23578408;campaignName; 23113758;campaignName;
Download base: Allow to download the csv base with all the phone numbers of the campaign.
Notes:
Example: Progressive dialer:
| Campaign | Telephone | Data | Alternative Telephones | Priority | Agent's Phone Number or Agent's Username(Progressive) |
|---|---|---|---|---|---|
| test1 | 098344484 | variable=value1:variable=value2 | 099111111:099121212 | 9999 | 1001 |
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.
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.
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).
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 |
|---|---|---|---|
| test1 | 098344484 | text message | 9999 |
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.
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.
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:
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.
