Table of Contents
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Field | Description | |
|---|---|---|
| 1 | Max agent lines | Maximum allowable number of parallel outgoing calls that can be made per agent |
| 2 | Max agent lose calls | The maximum number of successful calls to subscribers that were not accepted by the agent (the agent was not available) within one iteration of dialing to this agent. After the number of "lost" calls specified in this column is reached, the system stops making new sets of subscribers for this agent until the next successful connection with the subscriber. |
| 3 | Min predict attempts | The minimum number of successful attempts to connect the subscriber with the agent required to collect statistical information about predictive dialing. Until this parameter is reached, the dialer works in the progressive dialing mode. |
| 4 | Max abandoned rate | The number in this field indicates the percentage of lost calls allowed (successful dialing attempts that were accepted by the subscriber, but did not connect to the agent) relative to the total number of attempts that were accepted by the subscribers. If this percentage is higher than the specified value, the predictive dialer changes to the progressive dialer type. The unit of measure is percentage (%). |
| 5 | Max wait time | The maximum time that the subscriber can wait to connect with the agent after the call is received by the subscriber. |
| 6 | Retry abandoned | Ability to renew "lost" subscribers. When this switch is enabled, subscribers who received a call, but were not connected to the agent, are included in the list for the next dialing. |
Fig. 5. Recommended detail "Predictive" parameters
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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 | |
| 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:
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| 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). |
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Fig. 11. "Skills" tab information
4.4. Buckets
Buckets can be used as personal queues: they 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. 12).
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The AMD module is designed to determine the subscriber's voice: a person picked up the phone or a robot recording sounds (for example, an answering machine). It is carried out by checking various voice parameters, (Fig. 15) specific to the recording:
Field | Description | |
|---|---|---|
| 1 | Use AMD | The check box is responsible for enabling and disabling enables and disables AMD – auto-automatic machine detection. Designed to determine the subscriber's voice: a person picked up the phone or a robot recording sounds (for example, an answering machine). It is carried out by checking various voice parameters specific to the recording. |
| 2 | The minimum pause (silence) between words to determine the next word. In milliseconds. | |
| 3 | Minimum word length (ms) | Specifies the minimum duration of a continuous voice sound. In milliseconds. |
| 4 | Silence threshold (ms) | Specifies the maximum duration of silence between words. In milliseconds. |
| 5 | Greeting (ms) | Specifies the maximum length of the greeting. In milliseconds. If exceeded, then consider it is considered a robot. |
| 6 | Transfer NOTSURE to an agent | The checkbox is responsible for allows redirecting the subscriber to the agent, which the autodetector could not recognize. |
| 7 | Maximum number of words | Specifies the maximum number of words in a greeting. If more words are spoken than indicated, then it is considered a robot. |
| 8 | Maximum word length (ms) | Specifies the maximum length of a word. In milliseconds. |
| 9 | Total analysis time (ms) | The maximum time allotted for recognition of a person is indicated, or an answering machine. In milliseconds. |
| 10 | After greeting silence (ms) | Specifies the duration of silence after the greeting, in . In milliseconds. If the specified value is exceeded, then it is consider a person. |
| 11 | Initial silence (ms) | Specifies the maximum duration of silence before the greeting, in . In milliseconds. If exceeded, it is considered a robot. |
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Fig. 15. Recommended values for AMD operationconfiguration
4.6. Dialer participants
This tab (Fig. 16) 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. 21. The "Dialer participants" tab information
4.7. 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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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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