Campaign Name (required)
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Maximum
32-character string, including alphanumeric characters, periods (.), and
underscores (_). Alphabetic characters can be upper- or lowercase. The name
must begin with an alphanumeric character.
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Description
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Optional
description for the campaign; maximum 255 characters.
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Enable option
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This
option enables or disables the campaign.
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Power Dialing Section
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Lines per agent (required)
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The number
of lines dedicated to each agent in this campaign. If this value and
the Maximum lines per agent value are both set to 1, the mode defaults to
Progressive.
Default =
1.5 (Three lines for every two agents.)
Allowable
Range = 1 – 100
This value
performs as follows in the Outbound Option dialing modes:
- Preview mode: Ignored (always
1).
- Progressive mode: Used as
defined.
- Predictive mode: Used as an
initial value.
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Dialing Options Section
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Maximum lines per agent
(required)
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The upper
bound for the number of customers the dialer dials for a reserved agent at
a time when the campaign is running in predictive mode.
Default =
2
Range = 1 – 100
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Abandon calls limit (1-100)
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This
option only applies to Predictive campaigns.
Enable
this option to set an Abandon calls limit (1-100) for the percentage of
abandoned calls in this campaign. The granularity is to one-tenth of a percent.
Default = 3.0.
If the
option is disabled, the campaign dials without regard to the abandon limit.
Note
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A
call is considered abandoned if a person answers it and the contact center does
not connect the call to a sales representative within two seconds of the
person's completed greeting.
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Advanced
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Clicking
the Advanced button opens a Predictive Dialing Settings dialog box. On this
dialog box, you can change the
following
parameters that control how adjustments are made to the
lines per agent in this campaign. Accept the default in most cases.
- Voice Calls Per
Adjustment: A count of the number of live voice connections that must occur
before the Dialer makes an adjustment. Increasing this number results in less
frequent adjustments based on larger sample size. Decreasing this number
results in more frequent adjustments using a smaller sample size. Default = 70.
- Gain: The size of the
adjustment to lines per agent each time an adjustment is made. Increasing the
Gain results in larger lines per agent adjustments; decreasing the Gain results
in smaller lines per agent adjustments. Default = 1.
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Dial Settings Section
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No answer ring limit (2 to 10)
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Defines
the number of times the software allows a dialed telephone number to ring.
Enter the maximum number of rings allowed. The length of one ring is specified
at the dialer level in the TimeToRingCustomer registry entry. Default = 4.
Note
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default behavior is to allow calls to ring for 32 seconds (No answer ring limit
–4, TimeToRingCustomer key –8 seconds). Assuming the default 8-second TimeToRingCustomer key is used, setting the "No answer ring limit" to the
minimum 2 rings meets 15-second ring-time requirements.
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Maximum attempts (1 to
100)
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Defines
the maximum number of attempts, including callbacks and retries. Enter the
maximum number of attempts to be made in zone 1 and zone 2. Default = 3. Increasing the number of attempts causes closed records to be reopened,
which can result in slower performance.
Modifying this parameter
while the campaign is in progress can result in longer agent idle times and
delays to retrieve records from the dialing list.
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Abandoned call wait time (0 to 10) (required)
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Minimum
duration (in seconds) of an outbound call. If the duration of an outbound call
is less than this specified value, Outbound Option considers the call as
customer abandoned, and the customer record that is associated with that call
is scheduled for a retry. To disable this feature, set this value to 0. Enter
the number of seconds. Default = 1. If this feature is disabled, then
Outbound Option does not consider this call as customer abandoned. It affects
the reporting of this call in the Outbound Option dialer_detail table.
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Campaign Prefix Digits
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Digits
to be prefixed to each customer number dialed from this campaign. For the SIP
Dialer, this field represents the phone number that is advertised as the
calling number for the campaign. Enter a maximum of 15 digits in this field.
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Retries Section
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No answer delay
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Defines
(in minutes) how often the software waits before calling back a no-answer call.
Enter the number of minutes. Default = 60.
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Busy signal delay
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Defines
(in minutes) how long the software waits before calling back a busy telephone
number. Enter the number of minutes. Default = 60.
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Customer abandoned delay
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If a
customer abandons a call, the time (delay in minutes) before the dialer calls the customer back. Default = 30.
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Dialer abandoned delay
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If the
dialer abandons a call, the time (delay in minutes) before the dialer calls
the customer back. Default = 60.
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Answering machine delay
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If an answering machine answers the
call, how long the software waits (in
minutes) before calling back. Default = 60.
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Customer not home delay
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If the
customer was not at home and should be called back, the time (in minutes) before
the dialer calls the customer back. Default = 60.
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Callback Settings Section
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Personalized callback
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Enables
the personal callback option. This option allows an agent to schedule a
callback to a customer for a particular date and time, which connects the
customer to the agent they originally spoke to at the time the customer
requested.
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Reschedule callback mode
(required)
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Determines
how Outbound Option handles the personal callback if the agent is not
available:
- Use Campaign DN.
- Reschedule the personal
callback to the same time the next business day.
- Abandon the personal
callback.
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Campaign Prefix Digits
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Digits to
be prefixed to each customer number dialed from this campaign.
This field represents the phone number that is advertised as the
calling number for the campaign.
Enter a
maximum of 15 digits in this field.
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