To see a list and an
illustration of the Blended Options tables, see
Blended Agent (Outbound Option).
With the optional
Outbound Option feature, you can configure a contact center for automated
inbound and outbound calling activities.
Blended Agent Options (see Blended_Agent_Options)
contains all options that are global to a Blended Agent deployment, such as
time parameters for calling a contact.
Campaign and Query Rules
delivers outgoing calls to agents for a specific purpose or goal. The goal
might be to send a particular message (for example, to invite current clients
to take advantage of a new service) or make a particular query (for example, to
inquire about an account).
query rule is a
SQL filter function that selects contact records and associates those records
with a campaign. Contact records are selected from import lists you provide to
the Blended Agent software.
Campaign (see Campaign) contains
information for all the campaigns defined in a Outbound Option implementation.
(There is a single row for every configured campaign.)
Campaign Half Hour (see Campaign_Half_Hour)
provides historical reporting for campaign attributes.
Campaign Query Rule (see Campaign_Query_Rule) is
a cross-reference table between the Campaign table and the Query Rule Table.
Campaign Skill Group (see Campaign_Skill_Group)
is a cross-reference table between Campaign table and the Skill Groups table.
It defines the association between skill groups and campaigns.
Sequence (see Campaign_Target_Sequence) contains the target type and sequence with which numbers are
dialed within a campaign.
Campaign Query Rule Real
Time (see Campaign_Query_Rule_Real_Time) and
Campaign Query Rule Half
Hour (see Campaign_Query_Rule_Half_Hour) provide statistics on particular Campaign-Query Rule combinations.
Query Rule Clause (see Query_Rule_Clause)
contains the SQL rules associated with each query rule. There is a single row
for each configured query rule.
Query Rule (see Query_Rule) is a
cross-reference table between Query Rule Clause table and the Import Rule
defines how Blended Agent imports data from an import list into a contact
table. The information in the contact table can then be used to build a dialing
import list is a
raw set of customer contacts (in text file format) that can be imported into a
contact table and used to build a dialing list. The import list may also be
referred to as an
import file or a
The import list is associated with a particular campaign and query rule.
Import Rule (see Import_Rule) contains a
list of all the import rules and their associated import lists.
Import Rule Real Time (see Import_Rule_Real_Time)
Import Rule History (see Import_Rule_History)
contain statistics on the Outbound Option imports and the success rate of the
Import Rule Clause (see Import_Rule_Clause)
defines the portions of an import list to be imported by the Blended Agent
Import Rule process.
dialer is is
used in Outbound Option to define the relationship between skill groups, the
ACDs to which they are connected, and the ports on a dialer board. The settings
you assign to the dialer control how it handles dialing from your location and
how it responds to answering machines or human voices. Several database tables
control dialer configuration and record statistics.
Dialer (see Dialer) contains
configuration information for each dialer in a Outbound Option implementation.
Dialer Port Map (see Dialer_Port_Map) maps
port numbers on the dialer to the ports on the ACD, and identifies the ACD
stations and their mapping to dialer ports.
Two reporting tables,
Dialer Real Time (see Dialer_Real_Time) and
Dialer Half Hour (see Dialer_Half_Hour)
provide statistics for reporting on dialer execution.
Two reporting tables,
Dialer Skill Group Real
Time (see Dialer_Skill_Group_Real_Time) and
Dialer Skill Group Half
Hour (see Dialer_Skill_Group_Half_Hour) provide reports on campaigns running on a dialer.
Dialer Detail (see Dialer_Detail) is an
historical table that saves detailed dialer records that allow for better
troubleshooting and tracking of dialer attempts, agent-skipped calls, and