Auto Dialers


Last Updated: 11/30/2017 Back to Topic All Articles

Auto Dialers allow you to upload a set of phone numbers to call. The list can also be dynamically populated based on form entries and other triggered call events, either through a voice menu or a custom trigger. The rate of outbound dialing is based on the availability of agents in a given call queue. You can adjust how frequently we attempt to dial until a given success criteria is met, such as a call being transferred or a conversation started. The dialer will avoid dialing a contact if it detects that contact has already been dialed manually since it was added to the dialer list.

Agents must use the softphone to answer calls from a dialer. This is of particular importance when using the mode to dial the contact first.

Auto dialers are available on the Call Center plan.

There are two primary dialer modes.  Follow the guide below for the mode that you prefer to use.

  • Dial contact first: dials the contact number; when they answer, initiates a call to one or more agents in your queue.
    • Dial contact first allows the use of answering machine detection, which detects if an answering machine picks up.
    • Dial contact first also allows the use of broadcast mode, which will dial contacts from your dialer list even if no agents in the assigned queue are currently available
  • Dial agent first: dials the agents in your queue; when they answer, initiates an outbound dial to the contact.


Creating a Dialer (Dial Contact First)

1) Navigate to Numbers → Auto Dialers.

2) If there are no dialers in your account, you will be directed to a setup page.  Otherwise, click New Dialer in the upper right of the page.

3) Enter a name for your dialer.

4) Use the drop-down menu to select dial contact first.

5) If you would like the dialer to run even when no agents are available, click to toggle broadcast mode.

6) If you have enabled broadcast mode, select the dialer rate.

  • Fast Dial distributes calls as quickly as possible.
  • Evenly Distribute evenly distribute calls between the dates provided. A dial rate will be calculated based on the time between the end date and start date.

7) Select the dialer order you wish to use.

  • First in First Out: the oldest contact in the dialer list will be called first.
  • Last in First Out: the newest contact in the dialer list will be called first.

 

8) In the Dialer Routing section, use the Link to call queue drop-down to select the queue you wish to associate with this dialer (if broadcast mode is not enabled). When dialing the contact first, this queue will be used only to determine the availability of your agents if you are routing to a Voice Menu (IVR).  If you have not already created a queue for the dialer, click here to learn how to set up a call queue.

9) Set the minimum number of agents that must be available in order for the dialer to run (this will default to 3 agents).

10) You may choose to enable answering machine detection.  Answering machine detection supports calling to the US, Canada, United Kingdom, Netherlands, Finland, and Sweden. The AMD system has a 94% accuracy rate across a large call sample set, and is tuned with a bias towards recognizing humans.  It is recommended to instruct agents answering calls to leave a voice mail if they hear silence when a call is connected. The system will automatically apply the following tags to each call based on the results of the classification:

  • machine: tagged when we detected an answering machine.
  • human: tagged when we detected a human.
  • fax: tagged when we detected a fax machine.
  • unknown: tagged when are not able to determine a result.

11) Use the Route to drop-down to choose to route callers to a voice menu or a smart router.

12) Choose the name of the voice menu or smart router you would like to use.  If no route option is selected, connected callers will be directed to the linked call queue.

13) If you wish to apply a tag to calls generated by the dialer, enter the tag in the tag field.

 

14) In the Dialer Caller ID section, use the drop-down menu to select how you would like the outbound caller ID to be determined.

  • Specific Number will always dial using the same tracking number. If no number is selected, best match will be used.
  • Best Match will select the closest matching tracking number to the number being dialed (based on location).
  • Agent’s Number uses the agent’s assigned tracking number. If no number is assigned to the agent, best match will be used.

15) You may choose to enable Enhanced Caller ID by clicked the toggle button.  Enhanced caller ID helps to determine if you are dialing a mobile number, the address of the subscriber to the number, contact timezone, and more.

 

16) By default, the option to restrict dialing outside the given times is enabled.  It is recommended to keep this setting on.

17) Use the Allowed Dial Start Time and Allowed Dial End Time fields to adjust the times when the dialer is allowed to run.  The dialing times will be based on the contact’s time zone.

18) If you prefer to use a custom schedule for allowed dialing times, use the Only dial during scheduled times drop-down to select the schedule you would like to use.

 

19) Use the toggles in the Dialer Criteria section to customize how the dialer should determine a dialed number was reached and should not be dialed again.

If you do not enable any confirmation toggles, the default behavior will remove the contact from the dialer list when the call is connected.  This does not necessarily mean a live person was reached. It is recommended to at least set minimum talk time criteria.

If you select multiple confirmation methods, any one of the confirmation methods will mark the dialed party as successfully reached, and that person will not be dialed again.

  • Confirmation Button or Prompt: requires an agent to click a softphone button to confirm the contact was reached.  Enter a voice prompt and a label for the button.
  • Confirmation on Transfer: confirms a contact as reached when a call is transferred.

 

20) Use the Callback Frequency section to determine the frequency for dialing or texting contacts. If a callback is successful, no further attempts will be made.  Select to call or text, then use the field to specify how long to wait in minutes, hours, or days before re-attempting to dial a contact.

To trigger an immediate dial to a contact, set the field to 0 minutes.

21) Click +Add Callback Time to add additional callback attempts as needed.

22) Click Save Changes.

 

Creating a Dialer (Dial Agent First)

1) Navigate to Numbers → Auto Dialers.

2) If there are no dialers in your account, you will be directed to a setup page.  Otherwise, click New Dialer in the upper right of the page.

3) Enter a name for your dialer.

4) Use the drop-down menu to select dial agent first.

5) Select the dialer order you wish to use.

  • First in First Out: the oldest contact in the dialer list will be called first.
  • Last in First Out: the newest contact in the dialer list will be called first.

 

6) In the Dialer Routing section, use the Link to call queue drop-down to select the queue you wish to associate with this dialer.

 

7) If you wish to apply a tag to calls generated by the dialer, enter the tag in the tag field.

 

8) In the Dialer Caller ID section, use the drop-down menu to select how you would like the outbound caller ID to be determined.

  • Specific Number will always dial using the same tracking number. If no number is selected, best match will be used.
  • Best Match will select the closest matching tracking number to the number being dialed (based on location).
  • Agent’s Number uses the agent’s assigned tracking number. If no number is assigned to the agent, best match will be used.

9) You may choose to enable Enhanced Caller ID by clicked the toggle button.  Enhanced caller ID helps to determine if you are dialing a mobile number, the address of the subscriber to the number, contact timezone, and more.

 

10) By default, the option to restrict dialing outside the given times is enabled.  It is recommended to keep this setting on.

11) Use the Allowed Dial Start Time and Allowed Dial End Time fields to adjust the times when the dialer is allowed to run.  The dialing times will be based on the contact’s time zone.

12) If you prefer to use a custom schedule for allowed dialing times, use the Only dial during scheduled times drop-down to select the schedule you would like to use.

 

13) Use the toggles in the Dialer Criteria section to customize how the dialer should determine a dialed number was reached and should not be dialed again.

If you do not enable any confirmation toggles, the default behavior will remove the contact from the dialer list when the call is connected.  This does not necessarily mean a live person was reached. It is recommended to at least set minimum talk time criteria.

If you select multiple confirmation methods, any one of the confirmation methods will mark the dialed party as successfully reached, and that person will not be dialed again.

  • Confirmation Button or Prompt: requires an agent to click a softphone button to confirm the contact was reached.  Enter a voice prompt and a label for the button.
  • Confirmation on Transfer: confirms a contact as reached when a call is transferred.

 

14) Use the Callback Frequency section to determine the frequency for dialing or texting contacts. If a callback is successful, no further attempts will be made.  Select to call or text, then use the field to specify how long to wait in minutes, hours, or days before re-attempting to dial a contact.

To trigger an immediate dial to a contact, set the field to 0 minutes.

15) Click +Add Callback Time to add additional callback attempts as needed.

16) Click Save Changes.

 

 


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