Dialer Campaign
To create a Dialer campaign, follow these steps:
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Click on the Services tab placed on the side navigation.
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Click Outbound Services and select Manage Campaign.
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A list of all the campaigns appears along with the relevant details.
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Click on Add Dialer Campaign on the top-right corner of the page.
Now, the below screen appears prompting you to fill in the required fields in the following settings as illustrated in the screenshot.
Let's understand the significance of filling in the required fields to achieve seamless all-connection service in the Dialer agent panel.
a. Preview and Ratio dialer campaign settings
The following fields appear after selecting Preview as the Dial method.
| Field | Description |
|---|---|
| Preview Dialer | - Enter the duration in seconds, the time duration for which the agent will see the option to view the lead details. - The agent will get the option to cancel, skip and dial now the particular lead. - Cancel would cancel the calling action for the agent, skip would take them to the next lead, and dial now will skip the preview duration and will directly call the lead. |
| Campaign Caller ID | Select the caller ID, this will be the outbound caller ID that will be visible to the customers. Note: You can select multiple caller IDs (up to 10), which will be assigned randomly for calling within the campaign. |
| Agent Wise Caller Id | If enabled, you will be able to map different caller IDs respective to each agent. |
| Lead List | Select the lead list as created in Step 2. ThisNote: A Lead List contains the list of customers that can be dialed via the Dialer Campaign. |
| Agent Wise Lead List | If enabled, an agent-specific lead list will be added to the agent panel. Note: This works with only Preview Dial. |
| Lead List Traversal Order | Choose the order in which the lead list is to be called in the Dialer Campaign: Oldest first, Newest first, or Random. |
| Agent script | Select the script as created in Step 6, which will be visible on the agent portal. |
| Disposition List | Select the disposition list as created in Step 4. |
| Refresh count | Enter the number of failed attempts an agent can try before he/she can connect to the customer |
| Refresh Interval | Enter the minutes after how much time the agent can retry to call the customer |
| Wrap-up time (In Seconds) | Enter the time (in seconds) for agents to select the disposition of a call after it ends. To omit the disposition of a call, reduce the wrap-up time to 0 seconds. |
| Dial status | Select the status of leads in the lead list which are to be contacted via the Dialer Campaign |
| Campaign Active Time | Select the time group in which the dialer campaign will be active. Note: Agent will only be able to log into the campaign during the active hours. |
| Campaign Active Time Recording | Response recording is used when the campaign receives a call outside active hours. |
| Ring timeout (in seconds) | Enter the time for which the lead will be called on their number by an agent from the Dialer panel |
| Quick transfer list | Select the Quick transfer list as created in Step 5. Note: It is a list of active agents within the campaign to which the call can be transferred. |
| Account DND List | The list contains the contacts of customers who have requested not to be contacted via phone calls. |
| Mask Sensitive lead details | If enabled, the lead number is masked in the agent panel. |
| Update Lead Details | If enabled, the agent has access to update the lead details in the agent panel. |
| Enable Automatic Schedule Call | If enabled, Automatic scheduling of calls allows you to set specific times for the dialer to initiate calls automatically, without requiring manual intervention. |
| Allow Hangup | If enabled, Agent gets the option to hang up the ongoing call. |
| Allow Transfer/Conference | If enabled, Agent has the option to transfer the ongoing call to another Agent or to allow a conference call with another Agent or Supervisor. |
| Allow Queue Transfer | If enabled, this option allows the agent to transfer any call to the inbound queues using blind transfer. |
| Campaign Only Queue Transfer | If enabled, this option allows the agent to transfer any call to the inbound queues within the campaign using blind transfer. |
| Enable External Transfer | By enabling this, the agents can transfer the call to an external entity. |
| Enable Outbound Skill-Based Routing | Used to route outbound calls to agents based on their specific skills. Note: need to create a skill-based lead list to effectively use this toggle. |
| After Call Work Duration (In Seconds) | It is the time duration between two consecutive calls, to be allotted to the Agent after the call is disposed of. |
| SMS Template(Outgoing Received Call - Caller) | Template of the message to be sent to the customer for their received call. |
| SMS Template(Outgoing Missed Call - Caller | Template of the message to be sent to the customer for their received missed call. |
| Music On Hold | Play a recording of music or speech when an incoming call is connecting to the agent. Note: In order to make a system recording to be used as music on hold, click Select an action dropdown button (next to that system recording) and click Mark Music on Hold File |
| Enable WhatsApp | If enabled, this feature allows you to send out pre-defined messages to customers on Whatsapp. |
| WhatsApp Template(Outgoing Received Call - Caller) | Template of the WhatsApp message to be sent to the customer for their received call |
| WhatsApp Template(Outgoing Missed Call - Caller) | Template of the WhatsApp message to be sent to the customer for their received call |
The following fields appear after selecting Ratio as Dial method.
This means that as soon as the agent is connected to the agent panel, the calls will be dialed out.
| Field | Description |
|---|---|
| Dial ratio | Enter the number of calls that will be dialed for an agent, For instance, if 1:10 is selected, then 10 concurrent calls will be made for an agent. These calls will ring till the duration specified in Ring Timeout. |
| Queue Timeout(In Seconds) | Enter the time (in seconds) for which the customer will stay on hold while waiting for their call to be answered. |
| Ring Strategy | When a customer dials an extension, there are several strategies through which calls can be distributed to agents. Simultaneously: Call rings hits every agent's desk phone simultaneously. Order by: Call rings agents in a particular sequence. Random: Rings agents one-by-one in no particular sequence. Round Robin: Rings agent who is next in a pre-decided order. Longest Wait Time: Rings agent who has waited for the longest to take call. |
b. Dialer Campaign Agent Settings
Configure the following settings mentioned below to allow the agent to make and receive calls seamlessly.
Agent Connection Method: Allows the agent to log into the agent dialer panel either by following an authentication procedure or logging directly.
Choose the required Agent Connection Method from the below-mentioned options as illustrated in the screenshot:
Note: The below options vary as per the Dial Method. For Preview, the below 3 options appear, whereas in Ratio, Dial Out(Each Call) option does not populate.
Dial In (Session): Select Dial In (Session) to enable the agent to log into the agent Dialer Panel by making an outbound call to the selected Agent Dial-In Number.
Dial Out (Session): Select Dial Out (Session) to enable the agent to log into the agent Dialer Panel by receiving an incoming call on mobile.
Dial Out (Each call): Agent directly logs into the panel without having to make or receive a call. It is a two-way calling process wherein the call patching happens between the agent and customer.
Note: In Dial In (Session) and Dial Out (Session), a session starts when the agent logs into the agent Dialer Panel and prevails up until the logout session. Whereas in Dial Out (Each Call) a session is established for each call that the agent makes to the customers and the session ends when the call disconnects.
Configure the following settings mentioned below to implement different pause code variations for the agents.
Enforce Agent Pause Code- This provides various pause code implementations for the agents assigned to the dialer campaign. It has 3 parameters in the dropdown menu.
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Disable Pause Code- The break timer starts as soon as the agent triggers a break and ends when the agent ends the break without providing any option to select the break type.
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Enable Pause Code- The break timer starts as soon as the agent triggers a break, but the agent cannot end the break before selecting one of the break types added through the pause code list.
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Enforce Pause Code- The break time does not start until the agent selects one of the break types added through the pause code list.
Refer to the below table to understand the other fields.
| Field | Description |
|---|---|
| Agent only callback | If this toggle is enabled, the agent can select the callback option under the Disposition Details in the agent panel. |
| Enforce agent pause code | This provides various pause code implementations for the agents assigned to the dialer campaign, allowing them to select from different pause codes while availing a break. |
| Pause code list | Select the Pause code list. This list contains the custom break codes available for the agent while logged in. |
| Agent | Select the agents from the dropdown to make them a part of the campaign. |
| Agent dial-in number | This will be available in case the Connection methods is Enforce dial-in. The number will be available to the agent to make a session call and connect to the dialer. |
| Map Agent Called ID | Assign a agent with a specific caller ID. |
| Map Agent Lead List | Assign a agent with a specific caller ID. |
c.Dialer Campaign Manual Dial Settings
Fill in the fields to allow the agent to dial manually.
| Field | Description |
|---|---|
| Enable manual dial | If this is enabled, the agent will get an option to dial the customer's number manually to make an outbound call. |
| Disable manual dial | If selected, agents are restricted from manually dialing outbound calls. |
| Agent Wise manual dial | If selected, agents manually initiate outbound calls to customers or prospects using their own phone devices or within a dialer system. Note: You can configure agent-wise manual dial through map agents options. |
| Manual lead list | Select the lead list to which the manually dialed leads should be added. |
| Enable Inbound | If enabled, inbound calls will be received in the campaign. |
| Allow Agents to Opt-out Temporarily | By enabling this, the agent can temporarily opt out of the inbound queue. |
| Enable Auto Answer | Automatically connects a call to an agent or a pre-recorded message as soon as the call is answered by the recipient. |
| Inbound List | Choose the lead list to which the incoming calls made by leads will be added. |
| Inbound Queue | Used to manage and distribute incoming calls among available agents. |
d. Dialer Campaign Inbound Settings
Fill in the fields to allow the agent to receive inbound calls.
| Field | Description |
|---|---|
| Inbound list | Choose the lead list to which the incoming calls made by leads will be added. |
| Allow Agents to Opt-out Temporarily | By enabling this, the agent can temporarily opt out of the inbound queue. |
| Enable Auto Answer | Automatically connects a call to an agent or a pre-recorded message as soon as the call is answered by the recipient. |
| Inbound Queue | Used to manage and distribute incoming calls among available agents. |
| Enable Inbound | If enabled, inbound calls will be received in the campaign. |
e. Dialer Campaign Reporting Settings
| Field | Description |
|---|---|
| Call Qualification Duration (In Seconds) | Set the time for the call to qualify; if it does, it will be noted as a Not Sort Call, and if not, it will be marked as a Sort Call. |
| Outbound Announcement Recording | Select the recording to be played just before the call is answered by the agent. |
- After filling in the details, you need to go to Services>My Number and select the inbound queue as the destination to allow agents to receive inbound calls.
- Click on Select an Action button to Edit and Delete a campaign.
e.Dialer Campaign Webform Settings
Fill in the fields to allow the agent to access the web form in the dialer campaign.
| Field | Description |
|---|---|
| Enable Webform | If this is selected, the agent can access the Webform during any call in the dialer campaign. |
| Disable Webform | If this is selected, the agent cannot access the Webform in the campaign. |
| Enforce Webform | If this is selected, It becomes mandatory for the agent to submit the Webform before moving to disposition. |
| Webforms | You can select from all the Webforms present on the portal. |
| Webform URL | Contains the URL of the Webform created on any external website. Note: This option is only available when you have selected Custom Webform in the Webforms field. |
f.Dialer Campaign Reporting Settings
Fill in the fields to allow the agent to dial manually.
| Field | Description |
|---|---|
| Call Qualification Duration | The length of time it takes to qualify or assess a call. |
| Outbound Announcement Recording | The pre-recorded message that is played to recipients during outbound calls |
Updated about 1 year ago