Table of Contents
Description
This section describes how to start creating and managing queues of outgoing automatic calls (dialers) in the Creatio system, using the Webitel Telemarketing product.
1. Add the "Calls" section to the "Contact center" workplace
To display the "Calls" section (Fig. 1), you need to open the "System Designer" (1, 2).
Fig. 1. Opening the "System designer"
After that (Fig. 2), find in the "Set up view" section the "Workplace setup" subsection (1).
Fig. 2. Setting up workplace
Next, you need to select the workplace "Contact Center" (1), and click "Open" (2) (Fig. 3).
Fig. 3. Opening the "Contact center" menu
Then you should click on "+" (1) on the "Sections" detail (Fig. 4).
Fig. 4. Adding the section
Next, you need to find the "Calls" section in the list (1), check the box next to it (Fig. 5), and click the "Select" button (2).
Fig. 5. Selecting the "Dialer" section
Then you need to refresh the page in the browser. The "Dialer" section will appear on the side panel (Fig. 6)
Fig. 6. Displaying the "Calls" section
2. Create a new dialer
To create a new dialer, you need to enter the "Dialer" section (1) in the "Contact Center" workplace, and click the "New" button (2) (Fig. 7).
Fig. 7. Creating a new dialer
...
After filling in the required fields, the dialer can be saved by clicking on the "Save" button (5) (Fig. 8)
Fig. 8. The dialer record page
Created dialers (1) will be displayed in the list of the "Dialers" section.
Fig. 9. Register of entries in the "Dialer" section
3. Dialer types
For each type of dialer, there is a specific set of parameters that must be specified when setting up the queue. The detailed process of setting up each type of dialer is described in the corresponding section of the documentation.
...
- Preview
- Progressive
- Predictive
- Outbound IVR
3.1. Preview dialer
Dialer with agent reservation with preview
Preview dialer — dialer is an outbound campaign handled by agents. The queue works in a mode with a preview of the dialing member information before calling him.
...
Before making a call, the system displays information about the dialer member on the agent's screen. The agent looks at it and, if he decides to make a call, clicks the appropriate button. The system starts dialing. In this case, the status "Busy" is set to the agent automatically. He hears the beeps of the connection, and if the dialing member answered, starts a conversation. If the number is busy or does not answer, the agent has the opportunity to schedule a second dialing attempt.
After the call ends, the agent can manually record the result of the call.
3.2. Progressive dialer
Dialer with agent reservation without preview
...
This method of calling is good for its performance, because the system dials not one number, but a whole series. Time is significantly saved, not only due to the automation of calls processing, but also due to the fact that the agent does not have to manually record its results: the system does it for him. In addition, in this case, the number of missed calls by agent will be minimized (when the subscriber answered, but there was no free agent), since the agent is being reserved. The agent can only reject the call or not answer.
3.3. Predictive dialer
Dialer without agent reservation
...
A predictive dialer is used in cases where you need to quickly handle the list of phone numbers, since this type of calling fundamentally reduces the downtime of the agent. That is, there will be no agent who does not receive calls for a long time.
3.4.
...
Outbound IVR
Dialer without agent participation
...