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Description

This section describes the process of creating a dialer (automatic dialing queue) of the "Outbound IVR" type using the Telemarketing product.

Dialer without agent participation

Outbound IVR helps an organization acquire new customers by making automated voice calls using pre-recorded audio files or speech synthesis and recognition technologies. The agent is replaced by an Interactive Voice Response (IVR) system. The purpose of such dialers is to provide existing customers with some important information, which may be:

  • individual (for example, calling debtor clients with a reminder of overdue debts) — in this case, the system must be connected to the company's client database;
  • general (advertising information, notification of critical equipment failures, etc.) — in this case, the system may not be connected to the company's client database, it may only be possible to download the call list.

The Webitel system allows you to build multi-level voice menus that are unique for each member. It is possible to send requests to external systems before, during or after the call to enrich the data, or send the results of interaction with the client.
Also, if necessary, while going through the IVR menu, the member can be connected to the agent both in the queue and directly to the responsible agent or forward the call to any external number without disconnecting the call and record of the conversation.

1. Outbound IVR dialer record page

The page consists of: 

  1. Dialer profile;
  2. Page record fields;
  3. Page tabs;
  4. Selected tab details.

Fig. 1. Outbound IVR dialer record page

2. Dialer profile

Here is the basic information about the dialer (Fig. 2). 

Profile fields:


Field

Description

1

The name of the queue is specified here. The name must be unique.
2

Created on

Dialer creation time.
3Modified onLast modified time.
4

Created by

The user who created the dialer. Filled in automatically.
5

Modified by

The user who made the last change. Filled in automatically.

Fig. 2. Record profile

3. Page record fields

Profile fields:


Field

Description

1

The ID of the created queue. Filled in automatically.

2

Strategy

The strategy of putting the member into the queue. There are the following strategies:

  1. FIFO (First in, first out) – members who are in the queue for the longest time are connected to the agent firstly. When re-entering the queue, the subscriber takes the position taking in account the time of next callback;
  2. LIFO (Last in, first out) – members who have just entered the queue are connected to the agent (the minimum time spent in the queue). When re-entering the queue, the subscriber takes the position taking in account the time of next callback.

Required field.

3Dialer type
  • Preview — outbound campaign that allows an agent to preview a contact before auto-dialling.
  • Predictive —  outbound campaign without agent reservation. The principle of the dialer is that the system, as soon as it sees a free agent, immediately initiates an outgoing call to the member.
  • Progressive — an outgoing call campaign with agent reservation. Its principle of work is that the system first reserves a free agent, and only after that makes a call to the member.
  • Outbound IVR — helps an organization acquire new customers by making automated voice calls using pre-recorded audio files or speech synthesis and recognition technologies. 

Required field.

4Calendar

The calendar on which the queue operates.

When you click on the "Calendar" field, a drop-down list opens from which you can select a calendar. 

Calendars must first be created in the Webitel system.

Required field.

5PriorityUsed by a system to determine which diler to use first. The higher the number, the higher the priority.
6ActiveDialer's state. If the check box is not set, the dialer will not work even when the agents are available.

Fig. 3. Page record fields

4. Page tabs

Consists of (Fig. 4):

1. Options;
3. Buckets;
4. AMD;
5. Dialer participants;
6. CDR
7. Calls;
8. Feed.

Fig. 4. Page tabs

4.1. Options

The "Options" tab is used for setting the parameters of Outbound IVR dialer.

  • Detail "Outbound IVR" (Fig. 5)

Field details:


Field

Description

1

Selecting a text template for automatic dialing. Instructions for filling out the TTS template are below.

2

Flow schema 

This indicates which schema will be executed during the connection to the subscriber (conversation).

When you click on the "Flow Schema" field, a drop-down list opens from which you can select a schema. 

How to create a new schema can be found here.

Required field.

3Minimum succeed call durationCallback to subscribers who missed a call in descending order (according to the amount of time that is counted from the scheduled time of the call to "at the moment"). 

Fig. 5. Outbound IVR detail

Setting up and filling in the TTS template

First (Fig. 6) you need to click on Settings (1), System Designer (2)

Fig. 6. Opening the system designer

Then in the "System setup" section (Fig. 7) select the "Lookups" (1)

Fig. 7. System setup

From the list (Fig. 8) select Message templates (1)

Fig. 8. Message templates

Next click New (1), then choose Email template (2)

Fig. 9. Creating a new template 

After opening the lookup (Fig. 10) you have to fill in the Name (1) and click on the Source selection (2)

Fig. 10. Filling in a new template

In the list (Fig. 11) find Dialer Participants (1) and click Select (2)

Fig. 11. Section selection

Next (Fig. 12) enter the required text (1) for TTS and click Save (2).

Fig. 12. Text template input


  • Detail "Timing" (Fig. 13)

Profile fields:


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
3Sort by descendingCallback 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").
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.

6Max call attemptsThe 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.
7Record conversationResponsible for the possibility of recording a conversation.

Fig. 13. Detail "Timing"


  • Detail "Resources" (Fig. 14)

On this detail, you can add resources that will be used by the dialer.


Field

Description

1WTLResourseGroup

They are used for call centers that use outbound calls (dialers). Specifies what phone lines can be used by dialers.

The resource group must be previously created in the Webitel system.

2Resource group nameFilled in automatically from Webitel.
3DialerThe name of the dialer to which the resource is connected.
4Id in queueFilled in automatically from Webitel.
5Modified onThe date and time the changes were made.

Fig. 14. Detail "Resources"

4.2. Buckets

Buckets 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. 16).

Fig. 16. Adding a new "Bucket"

In the new window (Fig. 17) select the already created Bucket (1) on Webitel, and click Save (2).

Fig. 17. Choosing the "Bucket"

Tab fields:


Field

Description

1NameThe name of the bucket.
2DialerThe name of the dialer that the bucket is associated with.
3Id in dialerBucket ID in the dialer.
4Modified onThe date and time the changes were made.
5Modified byWho made the changes.
6Created byWho firstly created the bucket.

Fig. 18. The "Bucket" tab information

4.3. Dialer participants

This tab (Fig. 19) 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:

Fig. 19. Adding the dialer participants

Select the required group (1) and press Select (2).

Fig. 20. Selecting a group of call participants

Now there are two subscribers in the list of call participants who are included in the "test dialer" dynamic group (Fig. 21).

Fig. 21. List of call participants

In order for the dialer to start working, these participants must be transferred to Webitel. To do this, you need to run the "Upload Webitel members" business process (Fig. 22).

Fig. 22. Running the "Upload Webitel members" business process 

The status of participants in the register has changed to "Uploaded to Webitel" (1) (Fig. 23).

Fig. 23. Subscribers are loaded into Webitel and ready to call

Tab description:


Field

Description

1Webitel IdMember ID in dialer. Filled in automatically from Webitel.
2Condition

The member's state in the dialer:

  • "Not uploaded to Webitel",
  • "Exhausted attempts",
  • "Uploaded to Webitel".
3ContactThe caller's Contact name.
4Result

Call result received from Webitel:

  • "Timeout" — present only in calls with post-processing. It is applied if the agent did not have time to finish post-processing on time (not used in the preview dialer);
  • "Canceled" — not used in preview dialer;
  • "Successful"
  • "Abandoned" — succesfull connection to the subscriber, but there was no connection with the agent (not used in the preview dialer);

Fig. 24. The "Dialer participants" tab information

4.4. AMD

The AMD module is designed to determine the subscriber's voice: a person picked up the phone or recording sounds (for example, an answering machine). It is carried out by checking various voice parameters, (Fig. 25) specific to the recording:


Field

Description

1Use AMD

The check box enables and disables AMD – 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.
3Minimum word length (ms)Specifies the minimum duration of a continuous voice sound. In milliseconds.
4Silence threshold (ms)Specifies the maximum duration of silence between words. In milliseconds.
5Greeting (ms)Specifies the maximum length of the greeting. In milliseconds. If exceeded, then it is considered a robot.
6Transfer NOTSURE to an agentThe checkbox allows redirecting the subscriber to the agent, which the autodetector could not recognize.
7Maximum number of wordsSpecifies the maximum number of words in a greeting. If more words are spoken than indicated, then it is considered a robot.
8Maximum word length (ms)Specifies the maximum length of a word. In milliseconds.
9Total analysis time (ms)The maximum time allotted for recognition of a person is indicated, or an answering machine. In milliseconds.
10After greeting silence (ms)Specifies the duration of silence after the greeting. In milliseconds. If the specified value is exceeded, then it is consider a person.
11Initial silence (ms)Specifies the maximum duration of silence before the greeting. In milliseconds. If exceeded, it is considered a robot.

Fig. 25. Recommended values for AMD configuration

4.5. 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.

Information about all calls can also be viewed in the "CDR" section of the Contact Center workplace.

Fig. 26. The "CDR" tab information

4.6. Calls

The tab is a copy of the section "Calls" from the "Contact Center" workplace. This tab contains information only about calls from this dialer.

Fig. 27. The "Calls" tab information

4.7. Feed

The tab contains messages related to the current dialer (Fig. 28). The tab will display all feed messages. It is also possible to write a message. If you want to mention another user in the message, you can type the “@” symbol and start entering the contact's full name. The system will display a list of found records, from which you can select the desired one. After the message is published, a notification will be sent to the mentioned user, which will be displayed on the communication panel. The name of the mentioned contact will be displayed in the message as a link, which, when clicked, will open the contact page.

Fig. 28. The "Feed" tab information

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