Robocaller

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