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 Field Details
Open more settings using the Extended button in the top right corner.
By disabling the queue, you can quickly pause it.
Select your working hours from your Time groups. Go to Manage → Settings → Time groups to set up your Time groups.
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.
Max. call time (Extended)
Enter the maximum call length.
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.
Select your AMD configuration.
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.
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.
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.
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.
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.
Notification when recording is started
Select notification sound when recording is started.
Notification when recording is stopped
Select notification sound when recording is stopped.
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.
Select the amount of time between individual attempts. You can set up as many delays as the value in Max. repeat attempts.
Select the status that should be assigned to the to the record if the call is answered.
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.
Select the status that should be assigned to the record if the called party in unreachable.
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.
Target if answered
Next target where call will be routed if answered by customer
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.
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.