Dialer

Dialer allows lists of data to be loaded into a database. The application will then run and dial these numbers based on the algorithm or settings entered by the Admin. The Agent’s interface of the Dialer displays Agents with specified information on each call. The data is customizable through the Admin login page.

Campaigns

The dialer is managed through Campaigns.
Every Campaign has lists of Leads and associated Agents (members). The Campaign is in charge of dialing Leads and connecting them with Agents and other types of Destinations. Same as in Queue, the Admin has a lot of possibilities to choose how the Campaign will perform dialing and bridging.

By selecting Campaigns from the left menu, the page will show all the Campaigns. Users can, from here, Add, Edit, and Delete Campaigns. The page contains the following information:

• Name

The name of a Campaign.

(E.g., Appointments Plus)

(Display)

• Number

The number of a Campaign.

Status – Icon

(E.g., 246)

(Display)

• Status
  

The field is affected by starting or stopping a Campaign. To start or stop the specific Campaign, a user has to click the ‘Start/Stop’ icon on the left side of the ‘Status’ column. (Please refer to the screenshot.) Once the button is clicked, the ‘Status’ changes accordingly to Active or Not Active. Active means that the current Campaign is running and is ready to serve Agents with Leads.

(E.g., Active)

(Display)

• Strategy
  

The current Strategy used by a Campaign.

(E.g., Preview)

(Display)

• Working days, From, To
  

Describes the Operation Times of a Campaign.

(E.g., All, 00h 00m, 23h 59m)

(Display)

• Trunk

The trunk that a Campaign is using.

(E.g., default)

(Display)

Monitor Campaign Lists

This page gives customers an overview of data regarding the current Campaign. The page is refreshed every 5 minutes by default.

Monitor Campaign Lists

• Total

Displays total numbers in CSV files.

(E.g., If one campaign has multiple CSVs files, it shows total numbers in all CSVs.)

(Display)

NOTE: This applies to all activated CSVs.

• Completed

Displays the number of calls that were selected as disposition ‘Completed’.

(E.g., 2)

(Display)

• Available

Displays the number of still available records for the Dialer to dial.

(E.g., 1)

(Display)

• Fresh

Displays the number of records that were never dialed.

(E.g., 2)

(Display)

• Dialed

Displays the number of records that were dialed by the Dialer.

(E.g., 4)

(Display)

• Burnt

Displays the number of members that were dialed a maximum number of retries.

(E.g., 26)

(Display)

NOTE: Please note that burnt numbers will not be called again by the Dialer.

• DNC

Displays the total count of numbers that were added as DNC numbers.

(E.g., 16)

(Display)

NOTE: DNC stands for ‘Do Not Call’.

• Contacts

Displays the number of calls displelled with a disposition with CONTACT = “Yes”.

(E.g., 5)

(Display)

• Contact Rate

Displays the percentage of CONTACTS = yes divided by the number of dialed records.

(E.g., 38.46%)

(Display)

• List Contact Rate

Displays the percentage of CONTACTS = yes divided by the number of total records.

(E.g., 17.86%)

(Display)

• Answered Rate

Displays the percentage of answered calls (Answered calls/dialed).

(E.g., 53.85%)

(Display)

• System Dispositions

The ‘System Dispositions’ section shows the Statistics overview of Leads marked in different Dispositions from the system.

• Agent Dispositions

The ‘Agent Dispositions’ section shows the Statistics overview of Leads marked in different Dispositions from Agents.

Monitor Campaign

This page provides Real-Time Campaign Monitoring.

Monitor Campaign

• Overview

Statistical data for the current day. Users can see how many Leads are dialed, connected, abandoned, or unanswered.

NOTE: This data is refreshed every 10 seconds by default.

• Leads

Real-time data on active Leads. Users can see how many Leads are currently in the dialing, connecting, or connected state. The table gives detailed information about each active Lead.

• Agents

Real-time data on active Agents. Users can see how many Agents are currently logged in or paused. The table gives detailed information about each active Agent.

Monitor Campaigns

Once users click the ‘Monitor Campaigns’ button, they will be prompted to a different page that provides detailed information gathered while monitoring Campaigns. It can enable users to access information regarding all Campaigns found on the system. The overview of data will allow for a more straightforward monitoring process and provide better insight into the status of Calls, Agents, and Contacts regarding Campaigns, respectively.

Calls

The Calls section shows all details regarding the calling procedure.

• Dialing

This represents the number of calls being dialed at the moment. If the ringing is successful and a call is in progress, it will be immediately moved to the ‘Connected’ row.

(E.g., 1)

(Display)

• Connecting

The number of calls connecting.

(E.g., 1)

(Display)

• Connected

The number of successfully connected calls.

(E.g., 2)

(Display)

Agents

The Agents section refers to the status of Agents and how many of them are logged in to the system or currently on pause.

• Logged

Number of Agents logged in to the system.

(E.g., 2)

(Display)

• Paused

Number of Agents on pause.

(E.g., 0)

(Display)

• Idle

Number of Agents with the ‘Idle’ status. These Agents are taking no action now but are not on pause.

(E.g., 0)

(Display)

• Busy

The Number of busy Agents who are currently on a call.

(E.g., 2)

(Display)

Contacts

The Contacts section consists of the two following columns.

• Total

The number of contacts reached.

(E.g., 0)

(Display)

• Rate

Refers to the percentage of workload that has been done in Campaigns respectively, so that it enables users to compare the workload of Campaigns on the system.

(E.g., 20.3%)

(Display)

Edit & Delete Campaigns

•  Edits the Campaign configuration.

(E.g., Click to edit a Campaign configuration)

(Button)

•  Deletes a Campaign from the system.

(E.g., Click to delete a Campaign from the system)

(Button)

Stop Campaigns

Once clicked, all Campaigns listed are stopped.

(E.g., Click the button to stop all Campaigns.)

(Button)

Add Campaign

After pressing the ‘Add Campaign’ button, users will be prompted to the page where they can edit the Campaign.

(E.g., Click the button to add the Campaign.)

(Button)

General

Add Campaign

• ID Number

This field represents the Campaign ID in a numerical form.

(E.g., 100)

([0-9])

• Name

Name of the Campaign. The name should describe the Campaign in a few words.

(E.g., Sales Campaign)

([a-z])

• State

Clicking the drop-down menu prompts users to change the Campaign’s state.

(E.g., Changing the ‘State’ from Active to Not Active will stop or start the Campaign.)

• Trunk

A Campaign can be forced to use only one Trunk. If nothing is specified, it will use other available Trunks.

(E.g., Click the drop-down to choose the Trunk to be forced on this Campaign.)

• Force codec

A specific codec can be chosen to be forced on the Campaign.

(E.g., Choose a codec to be forced on the Campaign from the drop-down menu.)

• Recording

This option is used for recording calls. It is only used with strategies that use Agents as Destinations.

(Option buttons)

Campaign Data

Campaign Data

• Numbers

Numbers to be dialed under this Campaign.

(E.g., Click the ‘Numbers’ button and be prompted to a different page where a CSV file can be uploaded.)

(Button)

NOTE: All fields will be wrapped with quotes in the CSV file when downloaded.

Advanced Options

The Agents section contains additional options. They are visible once “Show Advanced Options” is clicked.

Dialer Mode

Campaigns can have different strategies.

Click the drop-down menu to select one from the four currently supported strategies:

• Power Strategy
• Preview Strategy
• Progressive Strategy
• Voice Messaging Strategy

Additionally, Campaign follows restrictions like calls per second and max calls. So, users can have ten leads dialed in one cycle. Also, if users define the number of max calls, the Campaign will not dial Leads until the number of active calls is smaller than the number of max calls.

Power Strategy

• Power
  Represents the number of Leads to dial for each Agent.

When using the Power strategy, the Campaign dials Leads based on Idle Agents multiplied by the power number.

It works as follows:

1. The Campaign fetches Leads based on power.

2. The Campaign dials ‘Leads’ for each Agent x power.

3. The Agents are placed in the pool.

4. First, the Lead who answers will be connected to one of the Agents, and others will be dropped.

Preview strategy

This strategy allows an Agent to preview some details about Leads before s(he) decides to dial them. An Agent can fetch the next Lead from Campaign lists, and once s(he) chooses to make a call, the Dial button should be pressed. After it is pressed, Dialer will try to connect the Agent with the Lead.

For this strategy to be applied, gloCOM Client is needed.

Progressive strategy

This strategy works the same way as the Preview strategy, with the only difference being that the Agent has a certain timeout in which s(he) must perform a dial. If the Agent does not perform dial inside the desired time frame, the system will automatically dial the number.

• Preview Timeout [s]

Denotes how long the system will take before it automatically dials the Lead for the Agent.

Voice Messaging strategy

This strategy automatically plays the message to Leads. Additionally, it records DTMF pressed during the message.

• Power

Represents the number of Leads to dial for each Agent

• IVR Sound

Selecting sound files. Files need to be prefixed with dialer-vm-ivr

• IVR Repeat

Represents the number of repeats for the sound

NOTE: Sounds need to have the dialer-vm-ivr prefix in their name so the system can recognize the sound file.

Retries No Answer

Retries No Answer

• Retry After [m]:

Time in which the Campaign will try to call again if the current Lead’s Disposition is No Answer.

(Retry for No Answer is in minutes.)

(E.g., 30)

([0-9])

Retries Busy

Retries Busy

• Retry After [m]:

Time in which the Campaign will try to call again if the current Lead’s Disposition is Busy.

(Retry for Busy is in minutes.)

(E.g., 5)

([0-9])

Retries Abandon

Retries Abandon

• Retry After [m]:

Time in which the Campaign will try to call again if the current Lead’s Disposition is Abandon.

(E.g., Retry for Abandoned is in minutes.)

(E.g., 0)

([0-9])

Answering Machine Detection

Answering Machine Detection

• Machine Detection

Choose whether this feature is ON or OFF. For each Lead’s answer, the Dialer will run AMD to avoid connecting the Agent with the answering machine. Click ‘Yes’ to enable this feature or ‘No’ to disable it.

(E.g., Yes)

(Option buttons)

• Retry After [m]

It is the same as ‘Retry-After for Busy’ and ‘Retry-after for No Answer’. In this case, if the Answering machine is detected, the number will be redialed. The option is set in minutes.

(E.g., 60)

([0-9)]

• Initial Silence

Duration of Initial Silence.

(E.g., 1)

([0-9)]

• After Greeting Silence

Silence duration after Greeting.

(E.g., 1)

([0-9)]

• Greeting

Voice duration – Greeting.

(E.g., 10)

([0-9)]

• Total Analysis Time

Total time taken for Analysis.

(E.g., 60)

([0-9)]

• Min Word Length

Word count – minimum number of words.

(E.g., 20)

([0-9)]

• Between Words Silence

Refers to the minimum duration of silence after a word to consider the audio that follows for a new word.

(E.g., 1)

([0-9)]

• Max Words

Word count – maximum number of words.

(E.g., 50)

([0-9)]

• Silence Threshold

The average level of noise from 0 to 32767, which if not exceeded, should be considered silence.

([0-9)]

Agents

• Agents
  

After clicking the button, users will be prompted to a new window in which they can add and manage the Campaign’s agents.

(E.g., Click the ‘Agents’ button to manage the Campaign’s agents.)

(Button)

• Select Agents

A drop-down menu where users can select one or more Agents/Agents Groups to add to the Campaign’s agent list.

(E.g., Agent/1003, Agent/1004, Agent/1005, Agent/1008)

(Multi select)

 Adds selected Agents/Agents Groups to the Campaign’s agent list.

(E.g., Click the button to add selected Agents/Agents Groups.)

(Button)

The table contains the following details:

• Name

Agent’s name.

(E.g., Agent 1003)

([0-9][a-z])

• Number

The number of Agents on the system.

(E.g., 1003)

([0-9])

• Penalty

This value can be set per Agent, so the system can decide which priority to use when sending calls to Agents.

(E.g., Users can set values between 0 and 10 where 0 represents the highest and ten the lowest priority.)

([0-10])

NOTE: If the Agent does not pick up, it will not automatically go to the next Agent available. It will keep ringing until the call is picked up. It will only go to the next Agent if the current Agent is either ‘Busy’ or ‘Unavailable’.

• Type

Campaign’s member Type.

(E.g., Agent)

(Display)

• Search

Search Campaign’s agents.

(E.g., Provide a search phrase here to filter the records.)

([a-z][0-9])

• Move up

 Move a Campaign agent one place up in the Campaign’s list.

(E.g., Click the button to move the Agents up across the list.)

(Button)

• Move down

 Move a Campaign agent one place down in the Campaign’s list.

(E.g., Click the button to move the Agents down across the list.)

(Button)

• Remove agent

 Delete an Agent from the Campaign’s list.

(E.g., Click the button to delete Agents from the list.)

(Button)

• Wrap-up Time [s]

After a successful call, will determine how long to wait (time interval in seconds) before sending a new call to a potential free agent.

(E.g., 10)

([0-9])

• Announce

Play the announce sound before connecting to the Lead (Preview and Progressive strategies are supported.)

(E.g., Please select…)

(Select box)

• Announce wait [s]

Time in seconds to wait before playing the Announce.

(E.g., 0)

([0-9])

• Custom Ring Tone

Dial the Agent with a custom ringtone.

(E.g., custom-ringtone-1)

([0-9][a-z])

• Agent Auto Answer

The callback Agent’s endpoint will use an auto-answer feature instead of ringing. (This works only for the supported device and is turned on by default.)

(E.g., Yes)

(Option buttons)

• Dial Timeout

Defines how long the Dialer will ring the Agent.

(E.g., 32)

([0-9])

• Dial Options

The Dialer will dial the Agent with these options.

(E.g., t)

([a-z])

NOTE: Agents will not be able to use Enhanced Services when receiving calls from the Dialer.

gloCOM

This section contains options related to gloCOM.

• Send Feedback Form:

Defines whether Campaigns should send gloCOM Feedback Forms. It gives users control over the Campaign level defining whether Agents are to deal with Feedback Forms.

(E.g., No)

(Option buttons)

Campaign Cycle

Campaign Cycle

• Campaign Cycle [s]

This field describes how long the Campaign will sleep before the next cycle of dialing. The default value is 8 seconds.

([0-9])

• Dial Numbers Per Cycle

Maximum number of Leads to be dialed per Cycle.

(E.g., 5)

([0-9])

• Max calls

Maximum concurrent Leads a particular Campaign can have.

(E.g., 8)

([0-9])

Outgoing Dial Options

Outgoing Dial Options

• Caller ID

Defines which outgoing Caller ID the Campaign will use.

(E.g., ExampleCallerID)

• Dial Timeout [s]

A time that Dialer will ring the Lead.

(E.g., 20)

([0-9)]

• Dial Prefix

This is the prefix that should be added when dialing numbers. So if the Campaign has the number ‘123456’, where a user can set ‘387’, the Campaign will dial the number ‘387123456’.

(E.g., 387)

([0-9)]

• Dial Options

Which options to apply when the Dialer is dialing Leads.

• Minimum digits to dial

A minimum number length allowed in order to dial numbers.

(E.g., 0)

([0-9)]

• Don’t dial failed numbers again

If the numbers have failed for some reason, set the Dialer not to dial them again.

Failed numbers are those with the following statuses: “CHANUNAVAIL”, “CONGESTION”, and “FAILEDDIAL”.

(E.g., No)

(Option buttons)

• Generate CDR

The Dialer will generate Asterisk CDR entries.

(E.g., Not Set)

(Option buttons)

NOTE: Turning this feature ON is a performance penalty and should be used only if users want to debug Trunks.

Operation Times

Operation Times

• Operation Times

Click to enable or disable operation times in the Campaign.

(E.g., Yes, No, Not Set)

(Option buttons)

• Days

A drop-down where users can select the days for which Operation Times will be applied.

• From Hour

A drop-down where users can select the starting hour for which Operation Times will be applied.

• From Minute

A drop-down where users can select the starting minute for which Operation Times will be applied.

• To Hour

A drop-down where users can select the ending hour for which Operation Times will be applied.

• To Minute

A drop-down where users can select the ending minute for which Operation Times will be applied.

Recording

• Record calls

Select whether to record Campaign calls

(E.g., Yes/No)

(Options button)

NOTE: Please note that if the ‘Record calls by default’ option are enabled on the system in the ‘Call Recordings’ section under ‘Servers’, it will be applied to all campaigns created on the system. Additionally, users can enable or disable this option for each Campaign respectively.

• Silent

Select whether Agents and users will be notified that the call recording has started.

(E.g., If set to ‘Yes’, the sound notifying that the call is being recorded will not be played. If set to ‘No’, agents and users will be notified that the call is being recorded.)

(Options button)

Dispositions

These are Dispositions that Agents can see in the gloCOM. Dispositions can be applied at the end of each call.

 Adds a Disposition and enables users to edit it.

(E.g. Click to add a Disposition.)

(Button)

• Color

Set a different color of Disposition for better visual signalization. This is used on gloCOM interface, when presenting a list of Dispositions to Agents. ‘Color’ helps Agents to find and select Dispositions accurately.

(E.g., #589683)

(#[0-9])

• Name

Set a preferred Name for the Disposition.

(E.g., Personal Callback)

([a-z])

([0-9])

• Type
  

Select the Type of the Disposition.

(E.g., Personal Callback)

([a-z])

([0-9])

There are eight readily available Dispositions:

1. Default

No action.

2. Retry

Retry dialing a Lead again after ‘Retry Time’.

3. Completed

If the Agent sets this disposition to a specific number, that number will no longer be called inside the Campaign. The selected numbers will not appear on the DNC numbers page, and resetting the Campaign will reset this ‘Completed’ list. DNC will remain and will not be called.

4. Callback

An Agent can schedule a callback. Dialer will redial/provide this Lead to the Agent at a specific time.

5. Personal Callback

An Agent can schedule a callback. Dialer will redial/provide this Lead only to the Agent that acquired this callback at a specific time.

6. DNC Global

Mark a Lead as ‘Do not call for the whole system’.

7. DNC

Mark a lead as ‘Do not call for this Campaign’.

8. Transfer

Transfer a Lead to another selected Campaign’s list with a different Disposition.

• Contact

The Default, Retry, Callback, and Personal Callback Dispositions can have a Contact flag set to ‘Yes’. When selecting one of these Dispositions, an Agent indicates that s(he) has made a successful contact.

Users can see this information in ‘Real Time Statistics’ on ‘Monitor Campaigns’. This is useful when tracking the overall progress of Agents and the contacts made. Users can also filter their CSV with these Dispositions and have those contacts saved for future usage.

(E.g., Yes, No)

(Select box)

• Hot Key

Refers to Keyboard shortcuts that Agents use to select a particular Disposition faster. This feature can significantly improve Agent’s performance. When using Hot Keys, Agents do not have to use the interface.

(E.g., 2)

([0-9])

• Delete Disposition

The user can delete a Disposition from the system. Once clicked, a warning message will pop up saying “Deleting disposition will cause lost of data. Are you sure you want to remove disposition?”.

(E.g., Click to delete a Disposition from the system.)

(Button)

NOTE: Please note that the Agents’ Dispositions overwrite the system’s Dispositions, so none of these will apply if Agents have set their Dispositions.

Numbers

Dialer Numbers

The Numbers page allows users to control and edit the Numbers list.

• CSV Upload

Upload the CSV list. Once clicked, users will be prompted to a different window and asked to Enter column index for number and/or Enter column index for name. The latter field is optional.

(Button)

TIP: A simple CSV file is uploaded, containing two rows. The first row represents CSV headers, and the second one displays information about Numbers. For details, please refer to the example below. Information on which column is used for Numbers should be specified in the system, and the index starts from 1. Additionally, the ‘Name’ column can be used, so it will be shown to Agents while making a call.

Example:

Number, First Name, Last Name, Address, Age

100, John, Doe, Somewhere Some Street, 22

• CSV Name

Name of the CSV file uploaded. Once clicked, it opens the ‘Edit CSV’ page.

(E.g., ‘test.csv’)

(Button)

• Edit CSV

Once users upload their CSV files, they can click the preferred file and be prompted to a different page, ‘Edit CSV’. From here, they can select ‘Priority’ and a ‘Feedback form’, or additionally edit the ‘CSV data’ section.

• Priority

Setting a higher priority for the CSV file will result in a Campaign using this specific CSV file compared to others.

(E.g., 2)

([0-9])

• Feedback Form

Select the Feedback Form sent to Agents when Leads are dialed from this list.

(E.g., Test)

(Select box)

The ‘CSV data’ section allows for additional changes to the file. The fields are as presented below:

ID – defines the internal ID in a database.

Number – represents a Lead’s number when dialing.

Dialed – refers to a timestamp when a Lead was dialed.

Ended – refers to a timestamp when a call to a Lead ended.

Duration – shows the duration of a call.

Retry After denotes that the next dial must happen after the selected time.

Status – shows the Lead’s last status. The statuses are as follows:

• DIALING
• CONNECTING
• CONNECTED
• NOANSWER
• MACHINE – Answering Machine Detected
• ABANDONED
• BUSY
• NO_DIAL
• NO_ROUTE

Retries – shows the number of retries.

Disposition – represents the Disposition set on this call. From here, it can be changed to a different Disposition.

• Number Field

The number of the specified field entered upon CSV upload.

(E.g., 1)

(Display)

• Errors

The number of errors shown.

(E.g., 0)

(Display)

• Counts

The number of counts in the CSV file.

(E.g., 81)

(Display)

• Priority

If there are numerous CSV files uploaded, set the priority of each.

(E.g., 1)

(Display)

• Upl. Date & Time

Shows the exact date and time of when the CSV file was uploaded.

(E.g., 07 May 2020 10:08)

(Display)

If users hover their mouse over three dots in the menu, the following items will appear:

• Reset

Reset all numbers on the list.

• Reset Unanswered only

Reset all unanswered numbers on the list.

• Reset by Disposition

Reset all numbers on the list with a specified Disposition.

• Show CSV Stats

Display data statistics for the current list.

• CSV download

Download the current CSV file.

CSV will have fields like ‘number’, ‘name’, ‘city’, ‘details’, ‘dialed_number’, ‘disposition’, ‘ivrdtmf’ represeting (Voice Messaging). Apart from these fields, any data submitted by the feedback form should be present if the scripting is set up.

Other buttons represent the following items:

• Activate

Each list must be activated in order to be used by a Campaign.

(E.g., Click to activate the list.)

(Button)

•  List Edit

Users can edit the priority and the feedback form of a list. There is a preview of all numbers on a list where users can manually change the Disposition of each number.

(E.g., Click in order to edit.)

(Button)

•  Delete

Deletes the CSV file from the system.

(E.g., Click to delete the CSV file.)

(Button)

NOTE: Uploading many lists for a single Campaign is not a good practice. Instead, try splitting the lists across multiple Campaigns.

DNC Numbers

DNC (Do Not Call) Numbers contain a list of numbers not to be dialed by Agents. Users can upload the list by CSV. These numbers can be deleted from the list or added manually. Any DNC number marked by an Agent through the Disposition will be visible here.

• Add DNC Number

Add DNC Numbers

Upon clicking the ‘Add DNC Number’ button, users will be prompted to a different window in which they can edit their DNC numbers.

(E.g., Click the button to add DNC numbers.)

(Button)

• Number

Number to be added.

([0-9])

• Campaign

A drop-down menu showing the list of Campaigns on the system. After selecting one, the DNC number will be applied to that specific Campaign.

(E.g., Test)

(Select box)

Other options are as follows:

• CSV Upload

Upload a list of DNC Numbers through a CSV file.

(E.g., Click to upload a CSV file.)

(Button)

• CSV Download

The CSV download button plays a part in downloading the existing list as a CSV file.

(E.g., Click to download the existing list as a CSV file.)

(Button)

• Download CSV Template

Download the CSV template.

(E.g., Click to download the CSV template.)

(Button)