1. Description

Predictive Calling - outgoing campaign without prior reservation of an operator to minimize call waiting time. The dialer determines how many subscribers need to be dialed in order to receive an answer, connect with an operator, and minimize the waiting time for an operator. Operator connects to the call only at the moment when the called subscriber answered it. In other words, for the operator, an outgoing call becomes practically indistinguishable from an incoming call.

It is used to maximize the load of operators by minimizing the waiting time for an operator to connect with a subscriber. The dialer determines the number of operators working on a given project, the average speed of the operator's conversation and the amount of time required to connect with one subscriber (including the time to try to dial subscribers who did not answer the call). Using this information, it predicts how many telephone numbers at each particular moment of time need to start dialing in order to load the work of those operators who, according to the dealer's calculations, should be released in the near future.

In the case when the dialer was able to get through to subscribers whose number is greater than the number of free operators, then the subscribers who could not be connected to an operator remain waiting in the queue.

From the start, the dialer makes passes every 500 ms. The first pass, one call is made to each operator. The second pass, if more than one is specified in the settings and there is a line available, then it starts adding along the second line. And so on, until it fills the amount specified in the settings. Thus, there is a gradual and uniform filling with calls, based on current resources.

2. Create a predictive dialer

To create a predictive call, you need to go to the "Queues" page of the "Admin" application. On this page, you can create a new queue by clicking the "Add" button and selecting predictive dialer (Fig. 1). Clicking the "Create" button opens the General page.

Fig. 1. Modal window "New queue"

Predictive dialer has the following pages (details) for setting:

It is necessary to complete these pages as required.