Overview
Contents
Configuring the Outbound Settings Tab
1.) Click the Call Center main menu.
2.) Click the Campaigns menu option.
The Show Campaigns page will open.
3.) Open your Campaign's settings by clicking the Name.
The Campaign Settings page will open on the General tab.
4.) Click the Outbound Settings tab.
5.) Configure the Dial Method as needed.
This setting determines how the dialer performs outbound calls unless the Campaign is configured for Inbound Calls only.
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Inbound Only: The Campaign can only receive inbound calls.
- See Set up the Campaign for Inbound calls only to learn more about Inbound Only.
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Preview Dial: The Campaign presents Agents with a Lead's information for review before it places the call. The settings also allow the Agent to click a button to initiate the call.
- Preview & Inbound is a combination of Inbound and Outbound calls using Preview Dial settings.
- See Activate Preview Dial to learn more about Preview and Preview & Inbound.
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Power Dial: This method tells the system to dial a ratio of Leads based on the number of Available Agents. For every Agent logged in, dial x amount of lines.
- See the Power Dial Settings section below to learn more about this Method.
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Predictive Average: This method is similar to Power Dial; however, in addition to the number of Agents logged in, it also considers the Drop Rating and Agent Wait Time.
- Predictive Strict Limit: This method is similar to Predictive Average; however, it will not exceed the Drop Rating Percentage. It will lower the Dial Level until the Campaign's percentage is lower than the value set or matched.
- Predictive Tapered: This method is similar to other Predictive Dial Methods. It contains a Closing Time for the Campaign and will allow the Campaign to exceed the Drop Rating percentage for a portion of the day and then slow it down to the set percentage.
- See Operating Convoso's Predictive Dialer to learn more about the Predictive Dial Methods.
6.) Configure the Dial Settings. The section below discusses the Power Dial Settings . Refer to the articles in the step above to learn more about other Dial Methods.
Power Dial Settings
- (A) Auto Dial Timeout - Select the number of rings before the call times out (We recommend a setting of 6-7).
- (B) Manual Dial Timeout - Select the number of rings before Manual calls placed by Agents time out.
- (C) Dial Level - Select the number of lines the system will dial per Agent logged in.
- (D) Place Calls for Agent While on Call: Enabling this setting will allow the system to dial for Agents that are currently on a call. Agents in Manual Calls and Inbound Only sessions will be excluded from this calculation.
- (E) Place Calls For Agent While On Call Dynamically: This setting allows Admins to choose a formula that will trigger when the system places calls for In-Call Agents.
- (F) Available only Agents Threshold: This field appears after you make a selection for Place Calls For Agent While On Call Dynamically so that you can designate the value for the system to use.
- (G) Drop Lock Out Time: When enabled, this setting determines how long the system waits before re-inserting a Lead into the Hopper after a call drops.
7.) Adjust the Advanced Dial Settings if needed:
- (A) Dial Level Difference Agent Target - Enabling this feature will remove X Agents from the (Agent x Dial Level) calculation.
- (B) Agent Target Value - Select how many Agents to exclude from the Dial Level calculation.
- (C) Stop Dialing Past Threshold - If less than 15% of Agents are in the Ready status, it will stop dialing new Leads. Once more than 15% of Agents are in the Ready status, it will resume dialing new Leads.
8.) Click the blue Apply Changes button.