1. DescriptionÂ
Predictive Calling - outgoing campaign without prior reservation of an agent to minimize call waiting time. The dialer determines how many members need to be dialed in order to receive an answer, connect with an agent, and minimize the waiting time for an agent. Agent connects to the call only at the moment when the called member answered it. In other words, for the agent, an outgoing call becomes practically indistinguishable from an incoming call.
It is used to maximize the load of agents by minimizing the waiting time for an agent to connect with a member. The dialer determines the number of agents working on a given project, the average speed of the agent's conversation and the amount of time required to connect with one member (including the time to try to dial members 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 agents 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 members whose number is greater than the number of free agents, then the members who could not be connected to an agent remain waiting in the queue.
From the start, the dialer makes passes every 500 ms. The first pass, one call is made to each agent. 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. See the documentation for each of these pages for how to do this. Save your settings by clicking the "Save" button. Clicking the "Close" button will open the "Queues" page.
3. Add members
Open the "Members" page for this queue - click the 
button for the selected queue.
More details about adding or setting up members can be found here.
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