Robocaller

Robocaller queues dial calls automatically without requiring any work from agents

Create a New Robocaller Queue/Edit a Robocaller Queue

Go to Manage → Queues.

To create a new queue from scratch, click Add new and select Robocaller.

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.

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 the Extended 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 Manage → Settings → 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	Select the time when the toast notification for a long-standing activity will be displayed.
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, the earlier recording option prevails. 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: Call recording starts from the moment the call first reaches the user or queue (depending on where you are setting up from), which usually includes the ring tone and early media sounds. Record after call is bridged: Call recording starts when the call parties are connected. This usually eliminates useless time in recordings such as ringing and early media. Record after call is bridged including call transfer: Call recording will continue even if the call is transferred to another agent or 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 notification sound when recording is started.
Notification when recording is stopped	Select notification sound when recording is stopped.
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 your active 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	Select after how many unsuccessful repeat attempts the dialer should stop trying to call the record. Set up the time between the first unsuccessful attempt and the subsequent attempts under “Attempt delay”. If you set Max. attempts to 2 and Attempt delay to 15 mins and 18 hours, the record is dialed once. If it is not answered, it will be dialled again in 15 mins after the first attempt and the last time 18 hours after the second attempt. The dialer will stop trying to call the record after that.
Attempt delay	Select the amount of time between individual attempts. You can set up as many delays as the value in Max. repeat attempts.
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 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 in 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 that you expect to be used in this queue. The Speech-to-Text converter will select the 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

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.

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

Don't forget to set up the queue's relations. See Queues for instructions.

Robocaller is the only queue type that agents don't log in to and that doesn't have a widget scheme.