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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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When activated, two more additional fields appear:

Field

Description

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
3Sort by descendingCallback 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

  • Postprocessing time (sec) — time for processing the results of the call, which will be added when you click the "add time" button;
  • Notify to continue after (sec) — the time until the end of processing the results of the call, after which the button for adding additional time for processing will 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.

6Max call attemptsThe 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.
7Record conversationResponsible for the possibility of recording a conversation.8Allow greeting agentPermission 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

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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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