Predictive Campaign (Dialler)¶
Daktela predictive dialler is an outbound call processing system designed to maintain a high level of utilisation and cost efficiency in the contact centre. The dialler automatically calls a list of telephone numbers, filters out unnecessary calls such as answering machines and busy signals and connects an available agent with the customer.
Create a New Predictive Campaign Queue/Edit a Predictive Campaign Queue¶
Go to Manage → Queues . To create a new queue from scratch, click Add new and select Predictive campaign. To use an existing queue as a template for your new one, click Clone in the Actions column. To edit an existing queue , click its title. The queue details will open.
Warning
Each user can only have Automatic or Fixed login to max. 1 outgoing queue (including campaign queues). To clone an outgoing queue up to version 6.19.x , it is necessary to change these login methods to Manual before cloning. From version 6.20 , when you clone an outgoing queue with users that have these login types, they will be set to Manual automatically in the newly created queue .
Predictive campaign details¶
Fill out the Unique queue number, Title and Description (optional), then set up your queue. Queue Number Auto-Suggestion Daktela will automatically suggest the next available number based on previous numbers of the same queue type (including deleted ones).
Queue Field Details¶
Open more settings using theExtended button in the top right corner.
| Field | Description |
|---|---|
| Advanced settings | |
| Allow description | Turn on to activate the description field as part of the activity created using this queue. Agents can enter a description of the activity. |
| Queue active | By disabling the queue, you can quickly pause it. Call queues will stop dialling new calls. Already dialled calls will not be interrupted. Email queues will stop receiving emails. Outgoing emails will not be affected. |
| Working hours | Select your working hours from your Time groups. Go to Manage → Settings → Time groups to set up your Time groups. |
| Calls per agent (CPA) | Select the number of calls to be dialled for each available agent. When set to "Dynamic ", the dialler will automatically calculate the appropriate number of calls based on traffic data from the previous 30 minutes. The number of calls per agent will always be rounded to the nearest whole number. When set to "Abandoned rate ", you can define a target rate. The number of calls per agent will dynamically increase or decrease based on the actual abandoned rate to meet the target. The number of calls per agent will always be rounded to a whole number, and you can view its current value. You may "Reset" the calls per agent value to 2 if it becomes unmanageable. Abandoned rate = Connected calls without an agent / All dialled calls * 100 |
| Target abandon rate | |
| Current calls per agent | |
| Form load time | ForPreview (manual) campaigns , this setting specifies the maximum time for the agent to load and read the form. The Lazy pause will be set automatically when this time runs out. ForProgressive campaigns , it specifies the time for the agent to read and study the form before the system dials the call automatically. |
| Form save time | Select the time agents have to fill out and save the activity form after the interaction with the customer ends. The "Lazy" pause will automatically be set after this time runs out. |
| Outbound number | Enter the numbers that are presented to the called party for calls from this queue. If you want to use multiple numbers, separate them with a comma. The numbers are then selected randomly for each call. Leave empty to use default numbers. Hierarchy of Outbound number settings (lowest to highest): SIP Trunk → User → Queue → Caller IDs. |
| Play recording after joining | Select a recording that will be played back to the customerafter they join the queue. To add more recordings, go to Manage → Routings → Calls → Advanced settings → System recordings. Info: When an operator connects with a customer, the entire recording must be played, and both an operator and a customer may speak over the recording during playback |
| Play recording before joining (Extended) | Select a recording that will be played back to the customer before the activity is distributed to the agents. To add more recordings, go to Manage → Routings → Calls → Advanced settings → System recordings. |
| Ringtone | Select the music or speech that will be played back to the caller while they are waiting in the queue. Inherit : the ringtone from the previous application will be used. Ring : the call will ring until an agent picks up. Ringanswer : the call will ring until an agent picks up (flat ring tone type). default : the caller will hear predefined music. none : the caller will hear silence. To add more ring tones, go to Manage → Routings → Calls → Advanced settings → Background Music. |
| Max. waiting time | The maximum time a customer can wait in the queue. When it runs out, the call is routed to the next target. Time spent ringing at an agent ("Agent ring time") may be added on top. |
| Multiple statuses | Allow or disallow users to set multiple statuses for activities using this queue. |
| Voicemail detection (AMD) | Enable or Disable Answering Machine Detection. When enabled, AMD will determine whether it is speaking to a human or a machine and end the call if it is speaking to a machine.More information can be found in Answering Machine Detection article. |
| AMD config | Select your AMD configuration. |
| AMD status | Select a status that will be set in the record if voicemail is detected. |
| Idle activity notification | If an agent in another browser tab doesn't interact with an open activity for this amount of time, they receive a notification. |
| Monitoring | |
| Show monitoring notification to agent | An icon is placed in the call activity showing that call monitoring is active for the specific agent. |
| Play monitoring audio notification in call | A recording played in the call which notifies the agent about monitoring start and stop. Select your recordings in the fields below. |
| Recording at monitoring start | Select a recording that will be played when call monitoring is started. |
| Notification when recording is stopped | Select the sound played when call recording stops. |
| Recordings | |
| When to record calls | Select if and when calls using this queue should be recorded. Note that these settings can be defined on user and queue level and if they are set differently, if one of these is set to record, then the call will be recorded. Do not record : Calls are not recorded. Note that if this setting is used in the user or queue and the other (user or queue) is set to record calls, the call will be recorded anyway. Record from call start : Recording starts from the moment the call first reaches the user or queue (includes ringing and early media). Continues across transfers to other agents in the same queue. If the call is transferred to a different queue, the new queue's recording setting takes over. Stops if the call is transferred to an external number. Record after call is bridged : Recording starts when the call parties are connected (no ringing or early media). Continues across transfers to other agents in the same queue. If the call is transferred to a different queue, the new queue's recording setting takes over. Stops if the call is transferred to an external number. Record after call is bridged including call transfer : Same as Record after call is bridged, but recording also continues when the call is transferred to an external number. |
| Allow call recording interruption | Select if the user or users calling via this queue can pause and resume call recording. Note that if this setting is different in the user or the queue, if one of these is set to "Yes", then recording can be interrupted. |
| Recording retention | Select how many days to keep recordings of calls made using this queue. The value can't be more than the Maximum recording retention value which is set globally for the entire contact centre. Leave empty or set to 0 to use the Maximum queue recording retention value. |
| Notification when recording is started | Select the sound played when call recording starts. |
| Notification when recording is stopped | Select the sound played when call recording stops. |
| Forms | |
| Select records | Turn on to allow agents to manually pick and call any campaign records that meet the relevant conditions. |
| Skip records | Turn on to allow agents to manually pick and call any campaign records that meet the relevant conditions. |
| Record order | Select the type of sorting logic used to choose the next record. |
| Record selection mode | How records are picked when the campaign uses several databases. By database priority – records from the database with the highest priority will be loaded first. Once all its records are processed, the database with the next highest priority will be used. Databases with the same priority will be treated as a single database. Mix records from multiple databases – records will be loaded from all databases using the ratio you set up. Records that are not in a database have a Priority of 5 and a Mixing ratio of 5. You can set up both Priority and Mixing ratio in Manage → Record types → Databases. |
| Contact timeout | How long a rescheduled call stays reserved for the original agent. When agents are busy, calls are rescheduled for later and kept for the agent who handled them — useful for your service quality. After this time, they can be distributed to other agents. |
| Dialler settings | |
| Max. ring time | Select how long the dialer should wait for the customer to answer the call. If the Max. ring time passes, the call will be dropped and the status you have selected in "Dialer hangup status" will be set to the record. |
| Max. repeat attempts | How many times the dialer retries a record after the first call. Total tries = first call + max. attempts. Set the gaps between tries under “Attempt delay”. Example: Max. attempts = 2, Attempt delay = 15 minutes and 18 hours. The record is dialed once; if unanswered, again 15 minutes later, then a final time 18 hours after that. If still unanswered, the dialer stops. (3 calls total: 1 first + 2 retries.) |
| Attempt delay | The gaps between dialing tries. The first delay applies between the first call and the first retry. You can set up as many delays as the value in Max. repeat attempts; if there are more retries than delays, the last delay is reused. |
| Busy status | Select the status that should be assigned to the record if the called party is busy when the dialer attempts to reach them. |
| Dialler hangup status | Select the status that should be assigned to the record if the called party can't be reached within the Max. ring time and the call is dropped. |
| Customer hangup status | Select the status that should be assigned to the record if the call is answered but the called party drops the call before it is handled by an available agent. |
| Unavailable status | Select the status that should be assigned to the record if the called party is unreachable. |
| Next targets | |
| Target if not answered | Select where the call will be routed if it is not answered – ie. when Max. waiting time, Max. count waiting, Enter queue conditions or Remove from queue conditions are met. |
| Target if answered | Select where the call will be routed after an answered call is ended by the agent. |
| Macro links (Extended) | |
| Links (Extended) | Set up an external URL, e.g. a customer card, that can be opened when using this queue. Name: enter the button label that appears when multiple addresses are set up. URL: enter an external URL address. You can use wildcards that will automatically be replaced with current values (all activity properties are available, e.g. {{user.title}} is the title of the user assigned to the activity). Open: enable to automatically open the external URL when an agent accepts an activity using this queue. Unique: when an agent has multiple activities in this queue open at the same time, enable to open each external URL in a separate new window. Disable to open in the same window. Popup: enable to open the external URL in a popup window instead of a new tab. Set up the width and height of the popup window. |
| Macro transport (Extended) | |
| Transports (Extended) | Set up predefined activity transfers and invites for agents using this queue. Title: enter the name that will be displayed in the transfer/invite dropdown menu. Destination: enter the phone number or queue or user number that you want to transfer to/invite. Transfer and Invite: turn on the option you want to use or both. |
| Tickets | |
| Category | Select a category that will automatically be assigned to tickets created in activities using this queue. |
| Speech to text | |
| Speech-to-Text | Turn on to transcribe calls made in this queue using speech-to-text. You will be billed per minute of transcribed audio. In the next two fields, select the languages that you expect will be used during calls and any transcription conditions. Please get in touch with us to activate this feature. |
| Audio input language | Select the languages you expect to be used in this queue. The Speech-to-Text converter will pick the language from this list. |
| Transcriptions conditions | If you don’t want to transcribe every call in this queue, you can set up conditions that must be met for it to be transcribed. |
| AI Topics | |
| Use AI Topics | Turn on to use AI to analyse activities in this queue. Every analysed activity uses 100 AI coins. In call queues, AI Topics can only be used in combination with Speech-to-Text. Set up your AI Topics in the field below. |
| AI Topics setup | Set up instructions for the AI analysis of activities in this queue. |
| AI Topics Language | AI Topics Language |
Save your queue.
Warning
To make your queue work correctly:¶
- After you are done creating your Predictive campaign queue, make sure you have set up an outbound call routing.
- If you haven't done so already, you need to import or create some Campaign records before you can start using your queue. You can also find out how different campaign types work.
The Predictive campaign queue will start calling records as soon as an agent logs in to the queue. For instructions for agents using Predictive campaigns, see Predictive campaign.
Tip
Don't forget to set up:
- which Agents can use the queue.
- the queue's relations.
- the queue's widget scheme. See Queues for instructions.