Predictive, Progressive and Quarterback Mode

Predictive, Progressive and Quarterback Mode

Configuring Predictive, Progressive and Quarterback Mode

Progressive, Predictive and Quarterback

In order to increase user productivity, your organization may choose to have your users employ one of our rapid dialling features.

These features can all assist in streamlining the call making process which can result in higher numbers of calls that each user can make in a day

Progressive Dialing

will allow a user to log into a progressive campaign. While logged into a progressive campaign the user will be presented with a lead. The lead contains the pertinent information about the lead that exists on the list that was uploaded by the Administrator. The information can include, but is not limited to the lead’s name, one or more phone numbers, address, city, state, zip code, notes about previous interactions with this lead etc.

In progressive mode the user has time to read all the information presented about the lead and become well versed about all the information prior to choosing to dial at his or her convenience.

Predictive Dialing

similarly allows a user to log in and receive calls. As opposed to progressive dialing where the user chooses when to dial, the predictive dialer will place calls on behalf of the user as long as he is logged into predictive mode and in an “Available” status. Calls will only be presented to a user once there is a valid call active on the line. The predictive dialer can place more than one outbound call at a time. The predictive dialer will increase the number of calls made for each available user if wait times increase and decrease the number of calls per user if there are too many abandoned calls. If the user goes to busy status or logs out of progressive mode the dialer will stop placing calls on the user’s behalf. Consult the laws in your jurisdiction to understand if predictive dialing is right for you.

Quarterback Mode

similarly allows a user to log in and receive calls. Just like predictive dialing the predictive dialer will place calls on behalf of the user as long as he is logged into predictive mode and in an “Available” status. Unlike pure predictive dialing Quarterback mode requires human intervention before any call is placed. This is an important distinction in many jurisdictions. The human intervention can either be made by a Quarterback or a Quarterback agent.

A Quarterback

is a user who has one job. The user’s job is to confirm that when a number has been presented to him on the screen that he is providing consent to dial the number. Larger contact centres may choose to have a Quarterback user in order to streamline the dialing process

A Quarterback Agent

works as both an agent and a Quarterback. When the predictive dialer is ready to place outbound calls for a user the dialer presents the offer to dial to the Quarterback agent. Once the Quarterback agent confirms the permission to dial, the dialer will dial the outbound calls and will not present the user any more offers until all the phone numbers have been dialled. In essence once the user has confirmed the numbers to dial the user is once again treated as an agent who is waiting to be connected to an active caller.

Field Mapping

  • The Field Mapping will be used to upload predictive and progressive lists. To choose a field mapping select the file icon to the right of Field Mappings. A pop up window will open with the list of field mappings you have previously created. Choose one and select OK
  • Note The dialer lists that you will be uploading must match the fields that you have created in the Field Mapping or the lists may not upload or dial.

Use for Progressive dialing

In order for Progressive dialing to be used on a campaign the first step is to enable “Use for Progressive dialing”. To enable “Use for Progressive dialing” click on the toggle switch, the switch will change to the ON position. To disable click on the toggle switch again the switch will change to the OFF position.

Use for Predictive dialing

In order for Predictive dialing to be used on a campaign the first step is to enable “Use for Predictive dialing”. To enable “Use for Predictive dialing” click on the toggle switch, the switch will change to the ON position. To disable click on the toggle switch again the switch will change to the OFF position.

Address

Address Identifiers

In order to place Outbound calls for this campaign you must have a valid, verified phone number assigned in the Address Identifier. By assigning the phone number here this campaign will also be able to receive inbound calls to this campaign if someone calls this number

To assign a phone number to a campaign select the file icon on the right corner above “Address Identifiers”. A pop up window will open with the list of Phone Numbers you have previously created. Choose at lease one and select OK

NOTE The phone number you select from the list must be a valid phone number verified with your telco in order for the calls to route

Number

Alternatively you may choose to display a different valid, verified number on your outbound calls. You can enter the number in the text box and as long as it is a valid verified number the system will route the call

State DID

A third option to enable the display of a different number on your outbound calls is State DID.

  • Allows you to present your ANI as an in-state phone number to the customers you are calling in the United States.
  • To assign a State DID to your campaign select the file icon to the right of State DID. A pop up window will open with the list of State DIDs you have previously created.
  • Choose one and select OK
  • Now if users place an outbound call from this campaign with the State DID option selected the people that you are calling will see the in state phone number associated in the State DID assigned to this campaign
  • Note: In order to use State DID you will need to have a valid verified phone number for the state you are dialing.
Lists

In order for the progressive or predictive dialer to know which numbers to call you must upload a list. that at a minimum contains phone number that the system can dial. You will probably want to include the lead’s name and some other details such as mobile phone number address etc. You define which fields you want to upload in the “Field Mapping” (See article on Field Mapping).

Uploading a list

To upload a list select the add icon to the right of lists

When you do a pop up window will open with fields to fill in

  • Name is where you will enter the name of the list. NOTE each list must have a unique name
  • Description is where you enter a description of the list you are uploading. It should be easily understood by you and the other Administrators of your system
  • Match Only Numbers On Duplicates if you enable the toggle switch than the system will only try to remove duplicates based on phone number if the toggle is disabled the system will also remove duplicates based on the email addresses of the leads on your list
  • Email If you choose the Email option then this list will be used for sending emails and not for placing calls or sending SMSs
  • SMS If you choose the SMS option then this list will be used for sending SMS messages and not for placing calls or sending emails
  • Scrub Federal DNC If you enable this toggle switch then the system will verify all the phone numbers on your list against the Federal Do Not Call list. In order to use this feature you need to have an account with the providers of the Federal DNC list and there is a charge for each time you scrub your list against the Federal DNC
  • Scrub Reassigned Numbers If you enable this toggle switch your leads list will also be scrubbed against the Federal DNC list of numbers that have been recently reassigned. This is done to avoid reaching a party that has a new phone number that previously belonged to the lead on your list. In order to use this feature you need to have an account with the providers of the Federal DNC list and there is a charge for each time you scrub your list against the Federal DNC
  • Uploaded File is where you would select which lead list you would like to upload usually located on your local hard drive or on a shared partition

After making your selections and pressing OK the system will automatically begin importing your list of leads. The amount of time this takes varies from a few seconds to several minutes depending on the size of your list and internet connection speed.

When you begin uploading a list

a row will be added to the lists.The 7 columns in the row are:

  • Name: is the name that was given to the list by the Administrator who uploaded the list.
  • Created at: is the date the list was created
  • active: is a checkbox that if checked indicates the list is active and if unchecked means the list is currently not running
  • totalInFile: is the total number of records contained in the file that an Administrator has uploaded
  • totalFailed: is the total number of records that failed to upload during the upload process
  • totalDuplicates: is the total number of duplicate records that were contained in the list
  • totalInserted: is the total number of records that were inserted this does not include duplicate records, phone numbers scrubbed out against the local or Federal DNC lists
  • totalScrubbed s the total number of records that were scrubbed out against the lFederal DNC list
  • duration: is thee length of time it required for the list to be uploaded to the system
Once you have uploaded a list

The system allows you to:

  • Edit the list. When you edit the list you can modify the name, description or any of the other fields the Administrator had the opportunity to choose when the list was originally uploaded
  • Start the list: When a list is started Users who log into this campaign will be dialing phone numbers from this list
  • Stop the list: stopping this list means that the system will no longer be dialing phone numbers from this list until the list is started again
  • Delete the list: will prevent calls from being dialled from this list but also prevent this list from ever being started again. In fact the list will no longer be visible here but will still be visible for reporting purposes

Dialer Options

Enable Quarterback Mode

is where you will select whether you want the campaign to dial in predictive mode with :

  • No Quarterback (Predictive dialing without a human providing explicit consent to dial)
  • Quarterback Agents (Predictive dialing with Users alternately acting as Agents and Quarterbacks in order to provide explicit consent to dial for the predictive dialer)
  • Quarterback Application (Predictive dialling with 1 User acting as a Quarterback for all the Users logged into predictive in order to provide explicit consent to dial for the predictive dialer)
Abandon Percentage

Is where you specify the acceptable Abandon percentage for this campaign

Max Dial Ratio

Max Dial Ratio is where you specify the maximum number of simultaneous calls that can be made for each agent that is logged into predictive and available. NOTE this is the maximum not the mean so it is possible the dialer will not reach the maximum ratio

AMD Timeout

Answering Machine Detection Timeout allows you to specify the maximum number of seconds the system can take to determine if the outbound call has been answered by an answering machine or a person

Agents Available for Inbound

If your contact center is using blended users, users who are placing outbound calls and receiving inbound ACD calls, It is recommended that one or more Users are Available for inbound calls. The available user(s) will not have outbound calls placed on their behalf until an additional user is available. In other words if you have Agents Available for Inbound set to 1 and only 1 user logged in and available the system will not dial for this campaign until a second user becomes available. When an outbound call is dialled the user that has been available the longest will receive the call.

Max Attempts

Max attempts is where you specify the maximum number of retries you are allowing the system to try to reach a phone number. e.g. 3 means the system will stop trying after 3 attempts. Of course if the number has already reached a natural conclusion (call was answered and marked as completed by an agent, invalid number etc) the system will not need to reach the maximum number of retries

No Answer Timeout

No Answer Timeout is where you specify the number of rings before the system will determine that there is no answer at this time. e.g. 5 means that the system will wait for 5 rings before marking the call as “No Answer” and moving onto the next phone number on the list.

Primary Phone Field

If your leads list has more than 1 phone field Primary Phone Field is where you specify which phone field the system should try first before dialling the other phone fields

AMD Unknown as VM

Answering Machine Detection Unknown as Voicemail: When this toggle is enabled if after the “AMD Timeout” the system is unable to determine if the party reached is a person or voicemail. the system will treat the call as if it detected the call was answered by voicemail.

Dialer Actions

Busy Action

is the Action you want the system to take when the dialer reaches a phone number that rings busy. You can choose between 3 options.

  • Callback means you want the system to retry calling this number at a later time. If you select this action you will also need to select the earliest time the system should retry under “Busy Callback In”
  • Function means that you want the system to use a function that you have previously created for handling calls that ring busy. If you select this action you will also need to select a function under “Busy Function”
  • Remove From List means that you want the system to stop trying to reach the phone number. Once a number is removed from list the system will not retry
Busy Function

will be used to select the function you wish to handle the workflow for calls that ring busy . To choose a function select the file icon to the right of “Busy Function”. A pop up window will open with the list of Functions you have previously created. Choose one and select OK

Busy Callback In

is where you specify how long the system should wait before retrying a busy number you can choose one of the following options:

  • 30 Minutes
  • 1 Hour
  • 2 Hours
  • 3 Hours
  • 4 Hours
  • 5 Hours
  • 6 Hours
  • 7 Hours
  • 8 Hours
  • 1 Day
  • Next Day Random
  • 2 Days
  • 2 Days Random
  • 3 Days
  • 3 Days Random
  • 7 Days
  • 14 days
  • 21 days
  • 28 days

To select a time select the file icon to the right of “Busy CallBack In”. A pop up window will open with the list times to wait before retrying Choose one and select OK

NOTE: The system will only dial within business hours while users are logged in to the dialer and available so if the system reaches a busy number and is set to call back in 3 hours but there are only 2 hours remaining to dial, the system will not retry until the next day

Busy Disposition

Is where you will choose what status you would like the system to mark in the database when the dialer reaches a number that rings busy. This can be either a system status or a previously created custom status.

To select a disposition select the file icon to the right of “Busy disposition”. A pop up window will open with the list dispositions Choose one and select OK

No Answer Action

is the Action you want the system to take when the dialer reaches a phone number that rings but there is no answer. You can choose between 3 options.

  • Callback means you want the system to retry calling this number at a later time. If you select this action you will also need to select the earliest time the system should retry under “No Answer Callback In”
  • Function means that you want the system to use a function that you have previously created in the handling of calls that are not answered. If you select this action you will also need to select the function under “No Answer Function”
  • Remove From List means that you want the system to stop trying to reach the phone number. Once a number is removed from list the system will not retry
No Answer Function

will be used to select the function you wish to handle the workflow for calls that ring but are not answered . To choose a function select the file icon to the right of “No Answer Function”. A pop up window will open with the list of Functions you have previously created. Choose one and select OK

No Answer Callback In

is where you specify how long the system should wait before retying a phone number that rang but did not answer. You can choose one of the following options:

  • 30 Minutes
  • 1 Hour
  • 2 Hours
  • 3 Hours
  • 4 Hours
  • 5 Hours
  • 6 Hours
  • 7 Hours
  • 8 Hours
  • 1 Day
  • Next Day Random
  • 2 Days
  • 2 Days Random
  • 3 Days
  • 3 Days Random
  • 7 Days
  • 14 days
  • 21 days
  • 28 days

To select a time select the file icon to the right of “No Answer CallBack In”. A pop up window will open with the list times to wait before retrying Choose one and select OK

NOTE: The system will only dial within business hours while users are logged in to the dialer and available. So if the system reaches a “No Answer” number and is set to call back in 3 hours but there are only 2 hours remaining to dial the system will not retry until the next day

No Answer Disposition

Is where you will choose what status you would like the system to mark in the database when the dialer reaches a phone number that rings but no one answers. This can be either a system status or a previously created custom status.

To select a disposition select the file icon to the right of “No Answer disposition”. A pop up window will open with the list dispositions Choose one and select OK

Abandon Action

is the Action you want the system to take when the dialer reaches a live person but there are no users available to take the call. You can choose between 5 options.

  • Callback means you want the system to retry calling this number at a later time. If you select this action you will also need to select the earliest time the system should retry in “Abandon Callback In”
  • Function means that you want the system to use a function that you have previously created in the handling of calls that are abandoned. If you select this action you will also need to select the function under “Abandon IVR Function”
  • IVR Function & Callback means you want the system to provide an Interactive Voice Response menu to the live person that has been reached and also mark the phone number so the system will call back later. In order to provide an Interactive Voice Response menu you must select a previously created IVR function under “Abandon IVR Function”
  • IVR Function & Remove From List means you want the system to provide an Interactive Voice Response menu to the live person that has been reached and hat you want the system to stop trying to dial the phone number. Once a number is removed from list the system will not retry. In order to provide an Interactive Voice Response menu you must select a previously created IVR function under “Abandon IVR Function”
  • Remove From List means that you want the system to stop trying to reach the phone number. Once a number is removed from list the system will not retry
Abandon IVR Function

will be used to select the function you wish to handle the workflow for calls that are abandoned . To choose a function select the file icon to the right of “Abandon IVR Function”. A pop up window will open with the list of Functions you have previously created. Choose one and select OK

Abandon Callback In

is where you specify how long the system should wait before retying a phone number where the call was abandoned. You can choose one of the following options:

  • 30 Minutes
  • 1 Hour
  • 2 Hours
  • 3 Hours
  • 4 Hours
  • 5 Hours
  • 6 Hours
  • 7 Hours
  • 8 Hours
  • 1 Day
  • Next Day Random
  • 2 Days
  • 2 Days Random
  • 3 Days
  • 3 Days Random
  • 7 Days
  • 14 days
  • 21 days
  • 28 days

To select a time select the file icon to the right of “Abandon CallBack In”. A pop up window will open with the list times to wait before retrying Choose one and select OK

NOTE: The system will only dial within business hours while users are logged in to the dialer and available. So if the system reaches a “No Answer” number and is set to call back in 3 hours but there are only 2 hours remaining to dial the system will not retry until the next day

Abandon Disposition

Is where you will choose what status you would like the system to mark in the database when the dialer abandons a call. This can be either a system status or a previously created custom status.

To select a disposition select the file icon to the right of “Abandon disposition”. A pop up window will open with the list dispositions Choose one and select OK

Answering Machine Action

is the Action you want the system to take when the dialer reaches an answering machine / Voicemail. You can choose between 6 options.

  • Callback means you want the system to retry calling this number at a later time. If you select this action you will also need to select the earliest time the system should retry in “Answering Machine Callback In”
  • Connect Agent means you want the system to connect the call to an agent when the call is answered by an answering machine.
  • Function means that you want the system to use a function that you have previously created in the handling of calls that are answered by an answering machine. If you select this action you will also need to select the function under “Answering Machine Function”
  • Leave Message & Callback means you want the system to leave a message on the answering machine and also mark the phone number so the system will call back later. In order to leave a message you must select a function under “Answering Machine Function”
  • Leave Message & Remove From List means you want the system to leave a message on the answering machine and you want the system to stop trying to reach the phone number. In order to leave a message you must select a function under “Answering Machine Function” Once a number is removed from list the system will not retry.
  • Remove From List means that you want the system to stop trying to reach the phone number. Once a number is removed from list the system will not retry
Answering Machine Function

will be used to select the function you wish to handle the workflow for calls that is answered by an answering machine . To choose a function select the file icon to the right of “Answering machine Function”. A pop up window will open with the list of functions you have previously created. Choose one and select OK If you want the system to leave a message on the answering machine the function must play the prompt that you want to leave as a message.

Answering Machine Callback In

is where you specify how long the system should wait before retying a phone number that was answered by an answering machine. You can choose one of the following options:

  • 30 Minutes
  • 1 Hour
  • 2 Hours
  • 3 Hours
  • 4 Hours
  • 5 Hours
  • 6 Hours
  • 7 Hours
  • 8 Hours
  • 1 Day
  • Next Day Random
  • 2 Days
  • 2 Days Random
  • 3 Days
  • 3 Days Random
  • 7 Days
  • 14 days
  • 21 days
  • 28 days
    +30 Minutes

To select a time select the file icon to the right of “Answering Machine CallBack In”. A pop up window will open with the list times to wait before retrying Choose one and select OK

NOTE: The system will only dial within business hours while users are logged in to the dialer and available. So if the system reaches a “No Answer” number and is set to call back in 3 hours but there are only 2 hours remaining to dial the system will not retry until the next day

Answering Machine Disposition

Is where you will choose what status you would like the system to mark in the database when the dialer reaches an answering machine. This can be either a system status or a previously created custom status. To select a disposition select the file icon to the right of “No Answer disposition”. A pop up window will open with the list dispositions Choose one and select OK

Invalid Disposition

Is where you will choose what status you would like the system to mark in the database when the dialer attempts to dial an invalid number. This status can be either a system status or a previously created custom status. To select a disposition select the file icon to the right of “Invalid Disposition”. A pop up window will open with the list dispositions Choose one and select OK

Fax Disposition

Is where you will choose what status you would like the system to mark in the database when the dialer reaches a fax machine This can be either a system status or a previously created custom status. To select a disposition select the file icon to the right of “Fax Disposition”. A pop up window will open with the list dispositions Choose one and select OK

REST API

is a web hook used to inform 3rd party systems of the dialer results

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