1. Description

It is designed to configure the parameters of the predictive dialer.

It consists of the following elements (Fig. 1):

1. Originate timeout (hh:mm:ss);
2. Max wait time (hh:mm: ss);
3. Wait between retries (hh:mm: ss);
4. Recalculation interval;
5. Max call attemptstasks;
6. Min predict attempts;
7. Max agent lose callsattempts;
8. Max agent lines;
9. Max abandoned %agent lose calls;
10. Playback silence;
11. Abandon rate adjustment;Playback silence;
12. Auto answer warning tone;
13. Target abandoned rate %;
14. Access to pause when there are more online agents than;
15. Max callsabandoned %;
16. Sort members retries by descending;
17. Load factor
18. Strict circuit;
19. Retry abandoned;
20. Recording;
21. Dialing Attempts per each phone number;
22. Retry abandoned;
23. Recording;
24. Allow greeting agent;
25. Endless;
26. Sticky.

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Fig. 1. Parameters  tab 

1.1. Originate timeout (hh:mm:ss)

Duration of dialing to the memberMember. How long we will wait for a response from the memberMember.

1.2. Max wait time (hh:mm:ss)

The maximum time the member Member can wait to connect with the agent Agent after the member Member accepts the call.

1.3. Wait between retries (hh:mm:ss)

The time between dialing attempts is the time after which the next call will be made.

1.4. Recalculation interval

Here you select the amount of time for which statistics will be taken into account to calculate the internal parameters for the dіaler's work.

For example, the Recalculation interval is 1 hour. Dialer parameters are recalculated every 30 seconds, taking into account statistics for the last hour.

A drop-down list opens by clicking on the Recalculation interval field, from which an interval is selected.

1.5. Max

tasks

The maximum allowed number of attempts to call the member is indicated here. Dialing to a member stops if it is impossible to connect to the member for the specified number of attemptsparallel outgoing calls.

If you assign a negative value, all resources will be used (there will be a limit on the Max agent lines).

If the value is 0, no calls will be made.

1.6. Min predict attempts

The minimum number of successful attempts to connect the member Member with the agent Agent is required to collect statistical information for the predictive dialerPredictive Dialer. The dialer works in the progressive dialing mode until this indicator is reached.

1.7. Max attempts

The number of attempts to call the Member is indicated here. Dialing to a Member stops if it is impossible to connect to the Member for the specified number of attempts.

1.8. Max agent lines

The maximum allowable number of parallel outgoing calls can be made per Agent.

1.9. Max agent lose calls

In one iteration of dialing this agentAgent, the maximum number of successful calls to members Members that were not accepted by the agent Agent (the agent Agent is not released). After reaching the number of Abandoned calls specified entered in this columnfield, the system stops making new sets of members Members for this agent Agent until the next successful connection with the memberMember.

1.10. Playback silence

This enters the time in milliseconds from the beginning of the connection with the Member to the start of playing the media file.

1.

The maximum allowable number of parallel outgoing calls can be made per agent.

11. Abandon rate adjustment

Here you enter the number of first calls that will not be considered for calculating the percentage of abandoned calls.

It is used at the beginning of a Dialer, including the transition from Progressive to Predictive.

1.12. Auto answer warning tone

From the drop-down list of this option, you can select the audio tone the Agent will hear after auto-answer.

If none is selected, the Agent will not receive an audible notification.

If auto-answer is enabled in the Queue, but no alert tone is selected, the default tone sounds.

1.13. Target abandoned rate %

The number in this field indicates the allowable target percentage of abandoned calls (successful dialing attempts accepted by the members Members but did not connect to the agentAgent) relative to the total number of attempts members Members accepted.

If this percentage exceeds the specified value, the predictive dialer changes to the progressive dialer typeThis is the percentage of lost calls that the dialer will adhere to.

Unit of measurement - percentage (%)

1.

Here you specify the number of first calls that will not be considered for calculating the percentage of abandoned calls.

It is used at the beginning of a dialer, including the transition from progressive to predictive.

1.11. Playback silence

This specifies the time in milliseconds from the beginning of the connection with the member to the start of playing the media file.

1.12. Max calls

The maximum allowed number of parallel outgoing calls.

If you assign a negative value, all resources will be used (there will be a limit on the Max agent lines).

If the value is 0, no calls will be made.

14. Access to pause when there are more online agents than:

What the minimum number of online Agents should be for the Agent to be able to switch to pause mode is entered here.

An Agent cannot go into pause mode if the number of Agents online is equal to or less than the number entered in this field.

1.15. Max abandoned %

The number in this field indicates the allowable percentage of abandoned calls (successful dialing attempts accepted by the Members but did not connect to the Agent) relative to the total number of attempts Members accepted.

If this percentage exceeds the specified value, the Predictive Dialer changes to the Progressive Dialer type.

Unit of measurement - percentage (%)

1.16. Sort members retries by descending

Sort call back to members Members whose call time was missed, descending (according to the amount of time counted from the scheduled call time to the moment).

1.17. Load factor

It is displayed as a slider with a field in which the value set on the slider is displayed.

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18. Strict circuit

The strategy is that first, the call will go through one attempt to dial to membersMembers, and then - from the next attempt, taking into account the time of the next call.

The time of the next call is specified entered in the Wait between retries field. 

If the time of the next call has not yet come, and the calls to members Members on the first attempt have already ended, then the dialer will wait until the time of the next call for some members Members comes.

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.19. Dialing Attempts per each phone number

Responsible for the ability to make attempts to dial each number specified for a particular Member.

1.20. Retry abandoned

Ability to renew abandoned membersMembers. When this switch is enabled, members Members who accept a call but are not connected to an agent Agent are listed for the following rings.

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21. Recording

Ability to record a conversation.

1.17. Dialing Attempts per each phone number

Responsible for the ability to make attempts to dial each number specified for a particular memberThe Start record after answer switch appears if the switch is on. It is responsible for registering after the Member has answered.

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22. Allow greeting agent

Permission to turn on Allows the inclusion of a personal greeting before connecting with an operatorAgent. The greeting file is selected from the media resources in the operatorAgent's card (expected to appear in the interface) General tab.

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23. Endless

When this switch is enabled, members Members will not be removed from the call list after a successful call unless the processing is used.

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24. Sticky

The ability to assign a specific agent Agent for the memberMember. The agent An Agent can be specified chosen when loading the member into the queue (it is expected to appear in the interface)a Member into the Queue, or when adding a Member - in the General tab in the Agent  field.

2.  Opportunities

2.1. Change to Predictive Dialer settings

Goal	Change the Queue settings
Preconditions	Access to the Admin application; Access to the Queues partition in the Admin application; Permission to edit or create in the Queues partition; The presence of Predictive Dialer or the creation of a new one.
Steps	Click on the field you want to change. Make the necessary changes (the number can be set using the

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Image Added buttons) Click the Save button
Result	Data saved.