Progressive dialer setup
- Olena Bilianska
- Sviatoslav Sharak (Deactivated)
- Former user (Deleted)
Description
This section describes the process of creating a dialer (automatic dialing queue) of the "Progressive" type using the Telemarketing product.
Dialer with agent reservation without preview
With this method of outbound calls, the system, by dialing numbers, makes a series of outgoing calls to each agent (the number of simultaneous calls can be specified in the settings of each agent) until one of the dialing members answers. And only when this happens, an agent, who was reserved in advance, will be connected. The remaining calls made to the agent will be dropped.
Information about the member is displayed to the agent after connecting to him. If no one answers from all the dialed members, the system will start dialing the next members in the list.
This method of calling is good for its performance, because the system dials not one number, but a whole series. Time is significantly saved, not only due to the automation of calls processing, but also due to the fact that the agent does not have to manually record its results: the system does it for him. In addition, in this case, the number of missed calls by agent will be minimized (when the subscriber answered, but there was no free agent), since the agent is being reserved. The agent can only reject the call or not answer.
1. Progressive dialer record page
The page consists of:
Dialer profile;
Page record fields;
Page tabs;
Selected tab details.
Fig. 1. Progressive dialer record page
2. Dialer profile
Here is the basic information about the dialer (Fig. 2).
Profile fields:
Field | Description | |
|---|---|---|
1 | Name | The name of the queue is specified here. The name must be unique. |
2 | Created on | Dialer creation time. |
3 | Modified on | Last 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 | WebitelDialerID | 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:
Required field. |
3 | Dialer type |
Required field. |
4 | Team | A team of agents who can receive calls from the current call if they have the appropriate queue skill. If an agent with the required queue skill is part of another team, calls from that queue will not be distributed to that agent. |
5 | Process | Reference field for selecting the Creatio business process that will be launched when the agent receives a call from the dialer. |
6 | Calendar | 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. |
7 | Priority | Used by a system to determine which diler to use first. The higher the number, the higher the priority. |
8 | Active | Dialer'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):
Options;
Agents;
Skills;
Buckets;
AMD;
Dialer participants;
CDR;
Calls;
Feed.
Fig. 4. Page tabs
4.1. Options
The "Options" tab is used for setting the parameters of Progressive dialer.
Detail "Timing" (Fig. 5)
Profile fields:
Field | Description | |
|---|---|---|
1 | Originate timeout | Duration of dialing to the member (how long to wait for a response from the subscriber). |
2 | Wait between retries | Time after which the next call attempt is made |
3 | Sort by descending | Callback 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"). |
4 | Waiting for call result | When activated, two more additional fields appear:
|
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. |
6 | Max call attempts | The 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. |
7 | Record conversation | Responsible for the possibility of recording a conversation. |
8 | Allow greeting agent | Permission to turn on a personal greeting before connecting to an agent. The greeting file is selected from the media resources in the agent's card (it is expected to appear in the interface). |
Fig. 5. Detail "Timing"
Detail "Resources" (Fig. 6)
On this detail, you can add resources that will be used by the dialer.
Field | Description | |
|---|---|---|
1 | WTLResourseGroup | 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. |
2 | Resource group name | Filled in automatically from Webitel. |
3 | Dialer | The name of the dialer to which the resource is connected. |
4 | Id in queue | Filled in automatically from Webitel. |
5 | Modified on | The date and time the changes were made. |
Fig. 6. Detail "Resources"
4.2. Agents
This tab displays the agents who will handle calls. Agents are added automatically based on their skills.
Field | Description | |
|---|---|---|
1 | Name | The name of the agent in the Creatio. |
2 | Webitel user | User registered on Webitel. |
3 | Skills | The list of skills assigned to this agent. |
4 | Dialer | The dialer used for making the calls. |
Fig. 7. "Agents" tab information
4.3. Skills
This tab displays the skills required for an agent to handle dialer calls.
To add a new skill (Fig. 8), click on the "+" icon on the Skills detail.
Fig. 8. Adding a new skill
In the window that opens (Fig. 9), (Fig. 10) select the Skill (1), its Level (2), the field for specifying the minimum / maximum capacity that the agent should have (3,4), Active or not (5). Then Save (6).
Fig. 9. Choosing the skill
Tab fields:
Field | Description | |
|---|---|---|
1 | Skill | The name of the skill. |
2 | Max capacity | Max skill capacity. |
3 | Min capacity | Min skill capacity. |
4 | Level | This displays the level of proficiency in a particular skill. You can set a value from 1 to 1000. Depending on the level and load, of the selected agents. The more calls you need to handle, the more agents you need. If there are not enough agents from the first level, agents from the second/next level are used, who have the skill potential indicated for this level. Level 1 is the highest priority, it's used first. |
5 | Enabled | Enabling and disabling the skill, which is responsible for the selection of agents who will handle the calls from the queue. |
6 | WebitelSkillId | Filled in automatically from Webitel. |
Fig. 10. "Skills" tab information
4.4. 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. 11).
Fig. 11. Adding a new "Bucket"
In the new window (Fig. 12) select the already created Bucket (1) on Webitel, and click Save (2).
Fig. 12. Choosing the "Bucket"
Tab fields:
Field | Description | |
|---|---|---|
1 | Name | The name of the bucket. |
2 | Dialer | The name of the dialer that the bucket is associated with. |
3 | Id in dialer | Bucket ID in the dialer. |
4 | Modified on | The date and time the changes were made. |
5 | Modified by | Who made the changes. |
6 | Created by | Who firstly created the bucket. |
Fig. 13. The "Bucket" tab information
4.5. 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. 14) specific to the recording:
Field | Description | |
|---|---|---|
1 | Use 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 | Between words silence (ms) | The minimum pause (silence) between words to determine the next word. In milliseconds. |
3 | Minimum word length (ms) | Specifies the minimum duration of a continuous voice sound. In milliseconds. |
4 | Silence threshold (ms) | Specifies the maximum duration of silence between words. In milliseconds. |
5 | Greeting (ms) | Specifies the maximum length of the greeting. In milliseconds. If exceeded, then it is considered a robot. |
6 | Transfer NOTSURE to an agent | The checkbox allows redirecting the subscriber to the agent, which the autodetector could not recognize. |
7 | Maximum number of words | Specifies the maximum number of words in a greeting. If more words are spoken than indicated, then it is considered a robot. |
8 | Maximum word length (ms) | Specifies the maximum length of a word. In milliseconds. |
9 | Total analysis time (ms) | The maximum time allotted for recognition of a person is indicated, or an answering machine. In milliseconds. |
10 | After 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. |
11 | Initial silence (ms) | Specifies the maximum duration of silence before the greeting. In milliseconds. If exceeded, it is considered a robot. |
Fig. 14. Recommended values for AMD configuration
4.6. Dialer participants
This tab (Fig. 15) 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. 15. Adding the dialer participants
Select the required group (1) and press Select (2).
Fig. 16. 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. 17).
Fig. 17. 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. 18).
Fig. 18. Running the "Upload Webitel members" business process
The status of participants in the register has changed to "Uploaded to Webitel" (1) (Fig. 19).
Fig. 19. Subscribers are loaded into Webitel and ready to call
Tab description:
Field | Description | |
|---|---|---|
1 | Webitel Id | Member ID in dialer. Filled in automatically from Webitel. |
2 | Condition | The member's state in the dialer:
|
3 | Bucket | The name of the bucket assigned to the member. |
4 | Contact | The caller's Contact name. |
5 | Result | Call result received from Webitel:
|
Fig. 20. The "Dialer participants" tab information
4.7. 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. 21. The "CDR" tab information
4.8. 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. 22. The "Calls" tab information
4.9. Feed
The tab contains messages related to the current dialer (Fig. 23). 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. 23. The "Feed" tab information