Outbound IVR dialer setup

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:

Fig. 2. Record profile

3. Page record fields

Profile fields:

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:

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:

Fig. 13. Detail "Timing"

• Detail "Resources" (Fig. 14)

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

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:

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:

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:

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