The Outbound Settings Tab within the campaign settings has arguably the most important settings within the system. Here you will set your dial method (power dial, preview, predictive), your dial level (how fast you will dial) and be able to put in thresholds to help control your drop rating among other things. These settings are truly the key to your success.
From the Dashboard, go to Call Center and select Campaigns
Under Show Campaigns, Click on the Action Button and select Settings
In the campaign settings page, go to the Outbound Settings tab.
This is the content of the Outbound Settings page.
Dial Method is the first toggle. This will change the way the system calls out or if you wish, to have inbound only.
These are the different methods that you can select.
- Inbound Only - Agents can only do Inbound and Manual calls.
(See FAQ How to set up the Campaign do Inbound calls only)
- Preview Dial - At the end of a call, agents are able to see the next lead in the list. It is up to them when to make the call and they may also be able to skip to the next lead on the list. This can be ideal for more complex sales where a bit of research is required between calls to increase the chances of success. This can also be set to Preview and Inbound which allows inbound calls to a Preview Dial campaign.
(See FAQ How to Activate Preview Dial)
- Power Dial - The system automatically dials the Leads based on your desired calls-to-agent ratio.
(See FAQ How To Change Power Dial Level)
- Predictive Dial - The system automatically dials the Leads based on your desired calls-to-agent ratio against your drop call percentage.
(See FAQ How To Use Predictive Dial Method)
Auto Dial Timeout is when the campaign will move on to the next call if there is no answer. We recommend a dial time out of 6-7 as most answering machines will pick up by the 6th ring. You can only set it to minimum of 5 rings only.
Manual Dial Timeout is the maximum number of rings before the call will end.
Dial Level is the level at which the campaign will dial. This will show when the Power Dial or Predictive dial methods are selected. It creates a call ratio per agent. (IE. a level of 2 will call 2 leads per agent.)
Place Calls For Agent While On Call is when the campaign will call regardless of agents on ready status. This is popular for accounts that have more than 30 agents so the campaign can call, nonstop. This is a powerful, but dangerous setting. If not managed correctly, this setting can raise your drop rating astronomically.
Drop Lockout Time is used for the leads that are called. It forces the campaign to not call on a lead for a specified amount of time if the last contact was a dropped call.
Hopper Priority Call Order is to make sure the order of the leads that are set by "Priority" (usually inserted by API) will be assigned in the hopper in ascending or descending order. Please note: This setting will not affect all leads, only leads to a priority level set on them.
Dial Level Difference Agent Target will remove agents out of the equation of (Agent X Dial Level). You can disable or enable this feature to unlock the next toggle which is Agent Target Value.
The agent Target Value will exclude agents from the dial level calculation. This is used so that it will dial lower than the number of agents that are ready for your campaign. For example, if you have 5 dial level and 5 agents, that would be a total of 25 calls at max. If you exclude 1 agent, it will call 20 calls instead.
Dial Threshold will change the Dial Level based on how many agents are ready in this campaign.
Stop Dialing Past Threshold will stop calling when everyone is on a call. This means that when everyone is on a call, the campaign will stop calling new calls. If the campaign was in the middle of making calls, those will finish and will wait till an agent is ready.
If the Dial Threshold is disabled, Dial Threshold Agents and Dial Threshold Override Level will not available in Advanced Dial Settings.