Outbound IVR 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 "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:
Dialer profile;
Page record fields;
Page tabs;
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 | 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 | 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. |
5 | Priority | Used by a system to determine which diler to use first. The higher the number, the higher the priority. |
6 | 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):
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 | Template TTS | 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. |
3 | Minimum succeed call duration | Callback 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
4.1.1. 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 | 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"). |
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. |
Fig. 13. Detail "Timing"
Detail "Resources" (Fig. 14)
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. 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 | |
|---|---|---|
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. 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 | |
|---|---|---|
1 | Webitel Id | Member ID in dialer. Filled in automatically from Webitel. |
2 | Condition | The member's state in the dialer:
|
3 | Contact | The caller's Contact name. |
4 | Result | Call result received from Webitel:
|
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 | |
|---|---|---|
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. 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