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4. Page tabs
Consists of (Fig. 4):
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1. Options;
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3. Buckets;
4. AMD;
5. Dialer participants;
6. CDR
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7. Calls;
8. Feed.
Fig. 4. Page tabs
4.1. Options
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Field | Description | ||||
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1 | Duration of dialing to the member (how long to wait for a response from the subscriber). | ||||
2 | Time after which the next call attempt is made | ||||
3 | Sort by descending | Callback to members with a missed call in descending order (according to the amount of time that is counted from the scheduled time of the call to "at the moment"). | 4 | Waiting for call result | When activated, two more additional fields appear:|
5 | Max calls | The maximum allowed number of simultaneous outgoing calls. If you set a negative value, then all resources will be used (there will be a limit on the "Number of simultaneous calls per agent"). If the value is 0, no calls will be made. | |||
6 | Max call attempts | The number of attempts to reach the memeber is indicated here. If for the specified number of attempts it is not possible to connect to the subscriber, then dialing to such a memeber stops. | |||
7 | Record conversation | Responsible for the possibility of recording a conversation. | 8 | Allow greeting agent | Permission to turn on a personal greeting before connecting to an agent. The greeting file is selected from the media resources in the agent's card (it is expected to appear in the interface). |
Fig. 13. Detail "Timing"
- Detail "Resources" (Fig. 14)
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Fig. 14. Detail "Resources"
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This tab displays the agents who will handle calls. Agents are added automatically based on their skills.
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Field
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Description
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2
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Fig. 15. "Agents" tab information
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Buckets
Buckets make it possible to split one queue into subqueues. To add a bucket, you need to click on the "+" icon next to the "Bucket" detail (Fig. 16).
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Fig. 18. The "Bucket" tab information
4.
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3. Dialer participants
This tab (Fig. 19) allows you to Add (1) and view cqueue participants. Members can be selected from Contacts or a Group of contacts. To add a contact group preconfigured in Creatio chose the related option:
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Fig. 24. The "Dialer participants" tab information
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4. AMD
The AMD module is designed to determine the subscriber's voice: a person picked up the phone or recording sounds (for example, an answering machine). It is carried out by checking various voice parameters, (Fig. 25) specific to the recording:
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Fig. 25. Recommended values for AMD configuration
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5. CDR
The "CDR" tab allows you to view detailed information about all calls from this dialer. The information in this tab is synchronized with the Webitel telephony server.
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Fig. 26. The "CDR" tab information
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6. Calls
The tab is a copy of the section "Calls" from the "Contact Center" workplace. This tab contains information only about calls from this dialer.
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Fig. 27. The "Calls" tab information
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7. Feed
The tab contains messages related to the current dialer (Fig. 28). The tab will display all feed messages. It is also possible to write a message. If you want to mention another user in the message, you can type the “@” symbol and start entering the contact's full name. The system will display a list of found records, from which you can select the desired one. After the message is published, a notification will be sent to the mentioned user, which will be displayed on the communication panel. The name of the mentioned contact will be displayed in the message as a link, which, when clicked, will open the contact page.
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