Robocaller¶
This page is a reference of all Robocaller queue settings. To pick a campaign type and see the shared setup (records, forms, agents), follow Set Up Campaigns. For the queue list itself — assigning agents, relations and widget schemes — see Queue Basics.
Robocaller queues dial calls automatically without requiring any work from agents
Robocaller Queue 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 | |
| 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 Settings → Workflows → Time groups to set up your Time groups. |
| 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. |
| Max. call time (Extended) | Enter the maximum call length. |
| 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. |
| 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. |
| Recording at monitoring stop | Select a recording that will be played when call monitoring is ended. |
| Recordings | |
| 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. |
| Dialler settings | |
| Max. threads | Enter the max. number of simultaneous Robocaller calls.If set to 0 or left blank, Robocaller will not work! The sum of Max. threads of all youractive Robocaller queues may not exceed your licence number. |
| 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. |
| Answer status | Select the status that should be assigned to the to the record if the call is answered. |
| 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. |
| Unavailable status | Select the status that should be assigned to the record if the called party is unreachable. |
| IVR Field | If you are using Robocaller for e.g. customer satisfaction surveys where customers rate your service using IVR, select the form custom field where the customer's DTMF selection will be saved. The custom field must be of the "Text" type. Used only if Next target is an IVR. |
| Next targets | |
| Target if answered | Next target where call will be routed if answered by customer |
| 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 |
Warning
Important Robocaller settings¶
Max. threads : enter the max. number of simultaneous Robocaller calls. If set to 0 or left blank, Robocaller will not work! Limited by your licence number. If you have several Robocaller queues, the sum of Max. threads of your active queues may not exceed your licence number. E.g. if you have 2 Robocaller licences, you can have 2 active queues with Max. threads set to 1 OR 1 active queue with Max. threads set to 2. You can see a list of your Robocaller queues and how many threads they are using in the top right corner of any Robocaller queue details. Active queues are green, inactive queue are grey. IVR Field : if you are using Robocaller for e.g. customer satisfaction surveys where customers rate your service using IVR, don't forget to set up a custom field where their selections will be saved. The custom field must be of the "Text" type. Next target : select where the call will be routed once the customer answers the call. For Robocallers, the most common next targets are Text-to-Speech Announcements (giving customers information) and IVRs (getting information from customers).
Save your queue.
Warning
To make your queue work correctly:¶
- After you are done creating your Robocaller 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.
Tip
Tip¶
Don't forget to set up the queue's relations. See Queue Basics for instructions. Robocaller is the only queue type that agents don't log in to and that doesn't have a widget scheme.