Managing dialers

Use

You use this procedure to create, modify, and delete dialers. There are three built-in dialers that are capable of executing campaigns of the types preview, progressive, and predictive. Additionally, a third-party dialer can execute campaigns in predictive mode. That dialer is made by Sytel. For more information, see www.sytelco.com, and for installation instructions, see Installation Guide.

Prerequisites

You must have rights to manage dialers.

Creating dialers

1. On the System Configurator main screen, choose Campaign management > Dialers.

2. Choose Add New.

   A screen area with relevant assignment blocks appears.

3. In the Basics block, enter the information according to the following table.

   Field	Function
   Name	Enter the name for the dialer. This field is mandatory.
   Type	Choose the dialer type: QueueDialer Serving agents receive both incoming queue calls and active campaign calls from all active campaigns defined under a queue dialer queue. A Sinch Contact Pro built-in dialer Enables campaign calling via an incoming call queue Supported modes: preview, progressive, and predictive CampaignDialer Serving agents receive both incoming queue calls and active campaign calls from one agent-selected campaign. A Sinch Contact Pro built-in dialer Enables outbound campaign calling via an incomingcall queue Supported modes: preview, progressive, and predictive This field is mandatory.
   Address	If you chose the Sytel dialer, enter the IP address or server name.
   Max. Lines	Enter the number of lines used for making calls in the campaign. Typically the dialers use the default value of 30 phone lines. If IVR is used, the Max. Lines setting defines the maximum number of simultaneous calls. To define a campaign-specific Max. Lines, use the setting in Campaign management > Campaigns > [campaign] > Dialing settings.
   Expiry Time for Personal Redial	Enter the time when a scheduled callback of an agent is allocated to another agent if the call is not made. Enter the value in seconds. The default value is 900.

4. For information about the rights assignment block, see Access Rights.

5. To define a dialer parameter, choose the parameter name from the list and enter its value.

   Note:

   The Parameters block is for advanced use and only needed in special cases. In typical call campaigns there is no need to enter parameters.

   Parameter	Used with Dialer	Description	Default Value
   NewCallsCheckInterval	Preview and Sytel dialers	The interval (in seconds) between the database checks for new calls or customers.	10
   RecallFailureRetryTime	Preview	If the call fails, the call is tried again after this time (in seconds).	10
   MinCustomerRequestInterval	Preview	The minimum interval (in seconds) for asking more numbers, unless out of numbers.	10
   TargetMinCallQCacheSize	Preview	Target minimum number of customers per agent in the queue.	2
   TargetTopCallQCacheSize	Preview	Target maximum number of customers per agent in the queue.	4
   SoftdialVersion	Sytel	To use the Sytel software version 9, change this value to 9.	10
   Direct	Sytel	Enables entering other Sytel-specific parameters, contact www.sytelco.com for more information.	-
   UseRecordType	Sytel	Specifies whether to use RT parameter when making a call (1), or not (0). Contact www.sytelco.com for more information.	0
   UseAbandonedRetry	Sytel	Specifies whether to use AR parameter when making a call (1), or not (0). Contact www.sytelco.com for more information.	0
   PredictiveCallExtraTime	Queue Dialer and Campaign Dialer	Adds seconds to a queueing connected predictive call	-
   PreviewCallInPredictiveCampaignIgnoresMaxLines	Queue Dialer and Campaign Dialer	Ignores the Max. lines value of a campaign/dialer for preview calls in predictive campaigns and is enabled by default. Use the value 0 to disable it.	1

6. Save your entries.

Modifying or deleting dialers

1. On the System Configurator main screen, choose Outbound Management > Dialers.

2. Search for the dialer whose settings you want to modify.

   The search result list appears.

3. Choose the dialer by double-clicking it.

4. Modify the settings, or choose Delete.

5. Save your entries.