You can create call campaigns in such dialing modes:
Preview dialer displays the client card on the agent’s screen before dialing and keeps it visible throughout the call. The agent needs to press Call manually or skip it (press End). If the agent is in Ready status, the system dials this contact. If the agent skips the contact, the system will open the next client card. Skipped client card won't be shown again during this dialing session.
This dialing mode is typically used for contacts with existing clients when the agent needs to get ready for the call.
The disadvantages of this dialing mode are:
Power dialer dials phone numbers one by one only when agents are available to take a call (are in Ready status). This dialing mode starts one call for each agent and in such a way reduces the risk of abandoned calls. Only live calls are connected with the agents, the client card is visible only after the connection is made.
Great dialing mode for teams up to 10 agents.
Predictive dialer calculates the dialing speed based on the real-time data and places many numbers simultaneously for each agent. The predictive dialing system estimates when a call is about to end in order to dial the next number.
Note: we recommend having at least 10 agents assigned to one Predictive dialing campaign. The bigger the agent team is, the more accurate predictions will be made by Predictive dialer and call abandonment will be less possible.
This mode increases talking time up to 45-50 minutes per hour and is great for cold calling.
Each of the listed dialing modes allows dialing multiple phone numbers for every lead. Our intelligent dialer starts only one dialing attempt for every lead simultaneously, so you’ll not face a situation of dialing two number of the same lead at once. If an attempt is successful, the dialer skips the remaining phone numbers of this lead.
Pay attention - we don’t limit the number of phones for every lead. Flexible redialing rules can be used together with an auto-dialing of multiple phone numbers and therefore increase the number of conversations dramatically.
Go to Contacts tab to start creating a campaign:
Dialer - the dialing mode.
Line - the SIP line that will be used for calling.
Call time (s) - the amount of time the system will wait for the callee to answer the call. You can enter any interval between 15-40 seconds. According to FTC, the call cannot last less than 15 seconds or 4 rings.
Maximum working time (s) - the time given to an agent to finish their work with a client card after a successful call (2 - 3600 seconds, by default 10 seconds). Once the working time runs out, the agent will be put back into “Ready” status and can receive another call (or into the “Next status” if it was chosen during the call).
Action on Max Queue Time Expiration (for Power and Predictive dialing mode) - what action should be taken by the system for the call in queue:
In the first two cases, calls will be marked as abandoned and won’t be transferred to an agent.
Abandon Call Rate calculation period (for Predictive dialing mode only) - the default period is 1 month (to comply with US and Canadian telemarketing rules) but you can change it to 24 hours (as required by Ofcom regulations).
Max Abandon Call Rate (for Predictive dialing mode only) - the maximum abandon rate allowed by your local regulations for the period chosen in the previous option. By default, it is 3% (to comply with US telemarketing rules).
Enable redialing rules - this option allows using of redialing rules for automatic retries in unsuccessful call attempts. If enabled, you’ll see the following options:
Enable telemarketing rules - activates the time zone dialing. If enabled, you’ll see the following options:
Enable autostart - the system will automatically launch the campaign on the specified date and will fully control its operation.
If enabled, you’ll see the following settings:
You can configure redialing intervals for every status of unsuccessful dialing attempts. This way, system will redial them automatically and connect with your agents.
Redialing rules are available only in Power and Predictive campaigns. Redialing rules for each campaign are activated in the campaign settings separately.
With redialing rules to a campaign switched off, an additional column Retries appears on the application page. It indicates the maximum number of repeated dialing attempts and the number of failed attempts at the moment.