Predictive, Power, Preview Manual

General overview

Predictive Dialer

This mode uses call and agent metrics to predict the right number of outbound calls required to ensure all agents are speaking with a live customer. We minimize agent wait times in between calls by constantly adjusting the outbound call volume. The goal is to call the right number of leads at the right time to maximize agent utilization without keeping customers on hold.

We synchronize with the dialing lists identifying unsuccessful calls to determine if the number needs to be called back later or eliminated from the calling list. Predictive campaigns also screen out busy tones, voicemails, no answer, disconnected numbers, and non-working numbers and only connect agents to human answers, saving you time and money.

Power Dialer

A power dialer is an automated telephone dialing system that connects leads with agents more efficiently by allowing agents to focus on live connections instead of manual dialing. A power dialer differs from a predictive dialer in that it utilizes a manually-configured calls-to-agent ratio. When an agent becomes available, the system automatically dials the next contacts based on that ratio.

Preview Manual

If you prefer to have your agents dial their contacts manually, set the dial mode to Preview Manual. Each agent will be presented with a lead to dial manually before moving on to the next contact on their list. Depending on your settings, agents can skip leads.

Please note: you can manage specific call controls for campaigns using Preview Dial mode. Please go to the Campaigns under the Administration tab, choose "Modify campaign" option for Preview Manual campaign, then go to Advanced settings - Preview Dialing.

Settings

The following settings are accessible from the Dashboard and vary based on the dial mode selected:

• Pace Tempo (only for Power Dialer and Click Power): The ratio of lines being dialed per agent logged into the campaign. For example, a selected ratio of 10 when 5 agents are logged into the campaign causes the system to use a total of 50 lines for outbound calls.
• Pace Tuning: Allows you to fine-tune how quickly the predictive dialer should adjust its calculations.

• Balanced: The system uses a moderate approach to set the optimal Pace Tempo level.
• More Intense: The system uses a more aggressive approach to quickly adjust the Pace Tempo level.
• Less intense: The system uses a less aggressive approach when it adjusts the Pace Tempo level.

• Agent Target Level:

This setting balances the availability of calls in regard to the agents logged in.

• Balanced: Will keep all agents busy with a live call.
• Available Agents: Will keep the selected number of select agents free at all times.
• Available Calls: Will keep the selected number of calls in a queue waiting for an agent.

Please Note: Choosing Available Agents or Available Calls will require you to select a Number of Agents or Calls.

• Number of agents/ Number of calls: Any of the following options will appear depending on the selection in Agent Target Level:

• Number of Agents: This will appear if the selected option is Available Agents. Use the drop-down menu to choose how many agents will stay available and not receive calls for the campaign.
• Number of Calls: This will appear if the selected option is Available Calls. Use the drop-down menu to choose how many calls will stay in a queue waiting to be answered.

• Contact Schedule: The Contact Schedule delimits a time frame to call your contacts based on their local time zone. If your Contact Schedule is set from 10 am – 8 pm and the lead's local time is 8 am EST, then DCDial will not dial that lead until their local time is 10 am EST.
• Caller ID / Reg CID: Caller ID (CID) is the number that appears on your customer's phone when you call/message them. You can choose to display one Caller ID for all your outbound calls or use the Regional Caller ID feature to display a custom Caller ID based on the location you are calling. To enable Regional Caller ID, toggle the 'Reg CID' button to the 'On' position.

To use a single campaign Caller ID, select the number from the drop-down menu to select the caller ID number. Go to the Company Numbers menu to add or modify caller ID numbers.

To use a Regional Caller ID set, turn Reg CID On and select a caller ID set. You can purchase numbers for your Regional Caller ID through DCDial in the Billing tab. Once the numbers have been purchased, you can set up the Regional Caller IDs in the DID Manager.

• Agent Script: You can choose a specific script that will appear in the agent interface for your agents to follow. To create new scripts or modify existing ones, go to Scripts.

• Call Recording: To record inbound and outbound calls within the campaign, enable this setting.

Please Note: Inbound calls can be recorded only if the numbers were purchased through DCDial.

• Off: Recording is disabled

• On: Recording is enabled; however, agents with recording override permissions can disable recording from the Agent Portal.

• Always On: Recording is enabled and Agents will not be able to modify it even if they have permission to modify call recordings in the Agent Portal.

• Call Back Number: Callback numbers can be dynamically inserted via text-to-speech to your live broadcast or voicemail messages. This option is relevant only if the campaign is using text-to-speech audio messages that incorporate a campaign call-back number. Go to the Company Numbers menu to add new call-back numbers or modify existing ones.

• Simulation: Activating this mode allows you to get important insights into campaign behavior without making any real live calls.

• AMD: If Answering Machine Detection (AMD) is enabled, DCDial will detect answering machines and can either ignore that call or leave a message depending on your settings. To enable, toggle the AMD button to the ‘On’ position.

• ON: If AMD is activated, you will have the option to leave a voicemail message.

• OFF: If AMD is deactivated, you will not be able to choose the leave voicemail option.

MSG: This option allows users to automatically leave a voicemail message when an answering machine is detected. AMD must be enabled to use this option.

• ON: The system will automatically leave a voicemail message anytime an answering machine is detected.

• OFF: The system will disconnect the call anytime an answering machine is detected.

To view detailed settings for Leave Message (MSG), hover over the MSG button. To modify the Leave Message (MSG) settings, click on button. Once you have modified your settings, click on 'Submit' to save all changes.

Leave Message Settings

Frequency:

If a lead is called multiple times within the same day, you can define whether a voicemail message is left for every call attempt or only for the final call made to that lead. This setting is related to the Lead Recycle attempts setting in your Call Status Strategy. If you allow the system to recycle leads and would only like to leave a voicemail message once, then you should select Last Call Only.

• Every Call: A message will be left every time an answering machine is detected.

• Last Call Only: A message will be left when an answering machine is detected only during the last call attempt.

The number of attempts is chosen in the Maximum Attempts column of the Call Status Strategy.

Leave message for:

Voicemail messages can be left only for specific phone types: home, work, mobile, or other. To enable or disable a phone type, simply toggle the button to the ON or OFF position and then select a phone type.

For more information about running a campaign, advanced settings, and real-time campaign metrics, see this article: Dashboard.