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Updated on February 19, 2024

Dialer

Estimated reading: 20 minutes

The dialer offers the ability to import data lists into a database. Once this is done, the application will proceed to dial the numbers following the algorithm or parameters configured by the administrator.

The dialer interface displays agents with specific details about each call, and this information can be customized via the administrator login page.

Campaigns

The dialer is managed through campaigns. Each campaign has associated lists of leads and agents. The campaign is responsible for dialing the leads and connecting them to agents and other types of destinations. As in the queue, the administrator has many options to choose how the campaign will perform the dialing and bridging.

By selecting Campaigns from the left-hand menu, the page will display all campaigns. From here, users can add, edit and delete campaigns. The page contains the following information:

  • Name

The name of a campaign.

  • Number

The number of a campaign.

  • Status

The field is affected by starting or stopping a campaign. To start or stop the specific campaign, a user must click the "Start/Stop" icon on the left side of the "Status" column. 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.

  • Strategy

Current strategy used by a campaign.

  • Business days, From, To

Describes the operating hours of a campaign.

  • SIP account

SIP trunk used by a campaign.

Monitor campaign lists

This page gives you an overview of the data concerning the current campaign. The page is refreshed every 5 minutes by default.

Monitor campaign lists

  • Total

Displays the total numbers in the CSV files.

NOTE : this applies to all enabled CSVs.

  • Completed
    Displays the number of calls selected with the « Completed » disposition.

  • Available
    Displays the number of records still available for the dialer to dial.

  • Charges
    Displays the number of records that have never been dialed.

  • Called
    Displays the number of records dialed by the dialer.

  • Burnt
    Displays the number of members that were called with a maximum number of attempts.

NOTE : Please note that burned numbers will no longer be called back by the dialer.

  • DNC
    Displays the total number of numbers added as DNC numbers.

NOTE : DNC stands for “Do Not Call”.

  • Contact

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

  • Contact rate

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

  • List the contact rate (total)

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

  • Response rate

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

  • System dispositions

The “System Dispositions” section displays the overview of the statistics of leads marked in different system dispositions.

  • Agent dispositions

The “Agent Dispositions” section displays an overview of the statistics of leads marked in different agent decisions.

Monitor a campaign

This page provides real-time campaign monitoring.

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Monitor the 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 dialing, connecting or connected state. The table provides detailed information about each active lead.

  • Agents

Real-time data on active agents. Users can see how many agents are currently logged in or on pause. The table provides detailed information about each active agent.

Multiple monitoring

After selecting the “Monitor campaigns” option, users will be directed to another page offering exhaustive details obtained while monitoring campaigns. This page gives them the ability to access information related to all the campaigns present in the system. The data overview simplifies the monitoring process and offers a deeper insight into the status of calls, agents and contacts linked to the different campaigns.

  • Calls

The Calls section displays all the details concerning the call procedure.

  • Dialing

This represents the number of calls currently being dialed. If the ringing succeeds and a call is in progress, it will immediately be moved to the "Connected" line.

  • Connecting

The number of connected calls.

  • Connected

The number of successfully connected calls.

  • Agents

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

  • Connected

Number of agents connected to the system.

  • Paused

Number of agents on pause.

  • Idle

Number of agents with the status “Inactive”. These agents are not performing any action at the moment but are not paused.

  • Busy

The number of busy agents who are currently on a call.

  • Contacts

The Contacts section consists of the following two columns.

  • Total

The number of contacts reached.

  • Rate

Refers to the percentage of workload completed in the respective campaigns, to allow users to compare the workload of campaigns on the system.

Edit & delete campaigns

Delete & edit campaigns with the edit & delete buttons.

Stop campaigns

Click the button Campaign stop to stop all campaigns.

Add a campaign

After pressing the «Add campaign» button, you will be prompted to access the page where you can edit the campaign.

General

  • Identification number

This field represents the campaign ID in numeric form.

  • Name

Campaign name. The name should describe the campaign in a few words.

  • Status

By clicking on the drop-down menu, users are prompted to modify the campaign status.

(For example, changing “Status” from Active to Inactive will stop or start the campaign.)

  • SIP account

A campaign can be forced to use a single Trunk. If nothing is specified, it will use the other available Trunks.

(For example, click the drop-down list to choose the trunk to force on this campaign.)

  • Force the codec

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

(For example, choose a codec to force on the campaign from the drop-down menu.)

  • Recording

This option is used to record calls. It is only used with strategies that use agents as destinations.

Campaign data

  • Numbers

Numbers to be dialed as part of this campaign.

(Click the « Numbers » button and you will be prompted to access another page where a CSV file can be downloaded.)

Numbers

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

  • CSV download

Upload the CSV list. Once imported, users will be prompted to access a different window and prompted to enter the column index for the number and/or to enter the column index for the name. This last field is optional.

TIP: A simple CSV file is downloaded, containing two lines. The first line represents the CSV headers and the second displays information about the numbers. For more details, please refer to the example below. Information about the column used for the numbers must be specified in the system and the index starts at 1. Additionally, the "Name" column can be used, so it will be displayed to agents during a call.

Example:

Number, First Name, Last Name, Address, Age

100, John, Doe, Somewhere Some Street, 22

  • CSV Name

Name of the uploaded CSV file. Once clicked, it opens the “Edit CSV” page.

  • Edit the CSV

Once users upload their CSV files, they can click on the preferred file and be taken to another page, “Edit CSV”. From there, they can select “Priority” and a “Feedback Form”, or further edit the “CSV Data” section.

  • Priority

Setting a higher priority for the CSV file will result in a campaign using that specific CSV file over the others.

  • Feedback form

Select the feedback form sent to agents when leads are dialed in this list.

The “CSV Data” section allows you to make additional changes to the file.

The fields are presented below:

ID – sets the internal ID in a database.

Number – represents the number of a lead when dialing.

Composed – refers to a timestamp when a lead was dialed.

Completed : refers to the timestamp of the end of a call to a lead.

Duration – displays the duration of a call.

Retry after indicates that the next dialing must take place after the selected time.

Status : displays the last status of the lead. The statuses are as follows:

  • DIALING
  • TRUNK
  • CONNECTED
  • NO ANSWER
  • MACHINE – Answering machine detected
  • ABANDONED
  • BUSY
  • NO_DIAL
  • NO_ROUTE

Retries – displays the number of attempts.

Layout – represents the disposition set for this call. From there, it can be changed to a different disposition.

  • Numeric field

The number of the specified field entered during the CSV upload.

  • Errors

The number of errors displayed.

  • Accounts

The number of records in the CSV file.

  • Priority

If many CSV files are uploaded, set the priority of each one.

  • Upl. Date and time

Displays the exact date and time of the CSV file download.

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

  • Reset

Reset all numbers in the list.

  • Reset no answer only

Reset all no-answer numbers in the list.

  • Reset by layout

Reset all numbers in the list with a specified disposition.

  • Show CSV statistics

Show data statistics for the current list.

  • CSV download

Download the current CSV file.

CSV will have fields such as "number", "name", "city", "details", "dialed_number", "disposition", "ivrdtmf" representative (voicemail). Apart from these fields, all data submitted by the feedback form must be present if the script is configured.

The other buttons represent the following:

  • Enable

Each list must be enabled to be able to be used by a campaign.

NOTE: Uploading multiple lists for a single campaign is not a good practice. Instead, try to split the lists across multiple campaigns.

Advanced options

The section Campaigns contains additional options. These are visible once you have clicked on "Show advanced options".

Dialer mode

  • Power strategy

The power supply represents the number of leads to dial for each agent.

When using the Power strategy, the campaign dials leads based on the idle agents multiplied by the power number.

This works as follows:

1. The campaign retrieves leads based on their power.

2. The campaign dials "Leads" for each agent power x.

3. The Agents are placed in the pool.

4. First, the Lead that answers will be connected to one of the agents, and the others will be removed.

  • Preview strategy

This strategy allows an agent to preview certain details about the leads before deciding to dial them. An agent can retrieve the next lead in the campaign lists, and once they choose to make a call, they must press the Dial button. After pressing this key, Dialer will attempt to connect the agent to the lead.

For this strategy to be applied, the client Communicatoris required.

  • Progressive strategy

This strategy works in the same way as the Preview strategy, the only difference being that the Agent has a certain amount of time during which they must dial. If the agent does not dial within the desired time, the system will automatically dial the number.

Preview delay

Indicates how long it will take the system before automatically dialing the agent's main number.

  • Voicemail strategy

This strategy automatically broadcasts the message to the leads. In addition, it records the DTMF pressed during the message.

Power

Represents the number of leads to dial for each agent

IVR sound

Sound file selection. Files must be prefixed with dialer-vm-ivr

IVR repetition

Represents the number of times the sound is repeated

NOTE: The sounds must have the prefix dialer-vm-ivr in their name so that the system can recognize the sound file.

Unanswered attempts

Time during which the campaign will attempt to call back if the lead’s current disposition is No answer.

(The retry for no answer takes a few minutes.)

Retry busy

Time during which the campaign will attempt to call back if the lead’s current disposition is Busy.

(Retry for obusy takes a few minutes.)

Retry abandon

Time during which the campaign will attempt to call back if the lead’s current disposition is Abandon.

(A new attempt in case of abandonmenttakes a few minutes.)

Answering machine detection

  • Machine detection

Choose whether this feature is enabled or disabled. For each lead's answer, the dialer will run AMD to avoid connecting the agent to the answering machine. Click “Yes” to enable this feature or “No” to disable it.

  • Retry after [m]

This is the same as “Retry after if busy” and “Retry after if no answer”. In this case, if the answering machine is detected, the number will be redialed. The option is set in minutes.

  • Initial silence

Duration of the initial silence.

  • After greeting silence

Duration of the silence after the greeting message.

  • Greeting

Voice duration – Greeting.

  • Total analysis time

Total time required for the analysis.

  • Minimum word length

Word count – minimum number of words.

  • Silence between words

Refers to the minimum duration of silence after a word to consider the following audio as a new word.

  • Maximum number of words

Word count – maximum number of words.

  • Silence threshold

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

Agents

  • Wrap-up time

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

  • Announcement

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

  • Announce waiting

Wait time in seconds before playing the announcement.

  • Custom ringtone

Dial the agent with a custom ringtone.

  • Agent automatic reply

The callback agent endpoint will use an auto-answer function instead of ringing. (This only works for the supported device and is enabled by default.)

  • Dialing duration

Sets the duration for which the dialer will call the agent.

  • Dialing options

The dialer will call the agent with these options.

Agents

  • Agents

By pressing the “Agent list” button, a pop-up window will open.

  • Select the agents

Drop-down list in which you can select one or more agents/agent groups/extensions to add to the queue list.

Press the ” + ” button to add the selected agents/agent groups/extensions to the queue list.

There is a table that displays the queue agents with the following details:

  • Name

Agent name

  • Number

Agent number on the system

  • On-call duty

This value can be set per agent, so that the system can decide which priority to use when sending calls to agents.

(For example, set values between 0 and 10, where 0 is the highest priority and 10 the lowest. If the strategy is set to “ringall”, then only the available agents with the lowest priorities will ring. ).

  • Type

Queue member type.

  • Search

Ring group queue agents.

  • Up arrow

Move the queue agent one place up in the queue list.

  • Down arrow

Move the queue agent one place down in the queue list.

  • Remove the agent

Remove the agent from the queue.

Campaign cycles

  • Campaign cycle [s]

This field describes the duration during which the campaign will be idle before the next dialing cycle. The default value is 8 seconds.

  • Dial numbers by cycle

Maximum number of leads to dial per cycle.

  • Maximum calls

Maximum number of simultaneous leads a particular campaign can have.

Outbound call option

  • Caller ID

Sets the outbound Caller ID that the campaign will use.

  • Call delay

A time at which the dialer will call the prospect.

  • Dialing prefix

This is the prefix that must 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”.

  • Dialing options

Which options to apply when the dialer dials a lead number.

  • Minimum number of digits to dial

A minimum number length allowed for dialing numbers.

  • Stop dialing failed numbers

If the numbers fail for any reason, configure the dialer so that it no longer dials them.

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

  • Generate a CDR

The dialer will generate Asterisk CDR entries.

NOTE: The activation of this feature causes a degradation in performance and should only be used if users want to debug the trunks.

Uptime

  • Uptime

Click to enable or disable schedules in the campaign.

  • Days

A drop-down list in which users can select the days for which the operating hours will be applied.

  • From the time

A drop-down list in which users can select the start time for which the operating hours will be applied.

  • From the minute

A drop-down list in which users can select the start minute for which the operating times will be applied.

  • On time

A drop-down list in which users can select the end time for which the operating hours will be applied.

  • By the minute

A drop-down list in which users can select the end minute for which the operating times will be applied.

Recording

  • Call recording

Select whether to record campaign calls

NOTE: Please note that if the “Record Calls by Default” option is enabled on the system in the “Call Recordings” section under “Servers”, it will be applied to all campaigns created on the system. In addition, users can enable or disable this option for each campaign respectively.

  • Silent

Select whether agents and users will be notified of the start of call recording.

(For example, if the value is "Yes", the sound signaling that the call is being recorded will not be played . If the value is "No", the agents and users will be informed that the call is being recorded.)

Dispositions

Dispositions can be viewed and applied by agents in Communicator. Dispositions can be applied at the end of each call.

  • Color

Define a different Disposition color for better visual signaling. This is used on the gloCOM interface when presenting a list of dispositions to agents. “Color” helps agents find and select dispositions accurately.

  • Name

Define a preferred name for the disposition.

There are eight readily available layouts:

1. By default

No action.

2. Try again

Retry dialing a lead after the "Retry time".

3. Done

If the agent sets this disposition on a specific number, that number will no longer be called within 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. The dialer will redial / provide this lead to the agent at a specific time.

5. Personal callback

An agent can schedule a callback. The dialer will redial/provide this lead only to the agent who received this callback at a specific time.

6. Global DNC

Mark a prospect as « Do not call for the entire system ».

7. DNC

Mark a prospect as « Do not call for this campaign ».

8. Transfer

Transfer a lead to the list of another selected campaign with a different disposition.

  • Contact

The default, retry, callback, and personal callback dispositions can have a flag contact set to "Yes". By selecting one of these dispositions, an agent indicates that a successful contact has been established.

Users can see this information in “Real-time statistics” on “Monitor campaigns”. This is useful for tracking the overall progress of agents and established contacts. Users can also filter their CSV with these dispositions and save these contacts for future use.

  • Shortcut key

Refers to the keyboard shortcuts that agents use to select a particular disposition more quickly. This feature can significantly improve agent performance. When using keyboard shortcuts, agents do not need to use the interface.

  • Delete the layout

The user can delete a layout from the system. 

NOTE: Please note that agent dispositions override system dispositions, so none of these will apply if agents have set their dispositions.

DNC numbers

DNC (Do Not Call) numbers contain a list of numbers that agents should not dial. Users can upload the list via CSV. These numbers can be removed from the list or added manually. Any DNC number marked by an agent via the disposition will be visible here.

  • Add a DNC number

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Add DNC numbers

By clicking on the “Add a DNC number” button, users will be prompted to access a different window in which they can modify their DNC numbers.

(For example, click the button to add DNC numbers.)

  • Number

Number to add.

  • Campaign

A drop-down menu displaying the list of campaigns on the system. After selecting one, the DNC number will be applied to that specific campaign.

  • Import the CSV

Import a list of DNC numbers via a CSV file.

  • Download the CSV

The CSV download button is used to download the existing list as a CSV file.

  • Download the CSV template

Download the CSV template.

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