1. Description 

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 to receive an answer, connect with an agent, and reduce the waiting time for an agent. An 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 maximizes a 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 need to start dialing to load the work of those agents who, according to the dealer's calculations, should be released in the near future.

When the dialer get through to members whose number is more significant than the number of free agents, the members who could not be connected to an agent remain to wait in the queue.

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

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.

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

Open

Fig. 1. Modal window "New queue"

The predictive dialer has the following pages (tab) for settings:

• General;

• Parameters;

• Processing;

• Agents;

• Skills;

• Resources;

• Buckets;

• AMD;

• Hooks;

• Variables;

• Logs;

• Permissions.

It is necessary to complete these pages as required. See the documentation for each of these tabs 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.