Overview
Dialing Optimization informs a Campaign's dialing in real-time. This feature determines which DIDs are used and how often. This article will explain how to enable this feature for individual ACID Lists.
Note: For best results when using Dialing Optimization, we recommend using separate ACID Lists for your Campaigns. Multiple Campaigns dialing with the same ACID List may lead to poor performance.
Contents
How does it work?
Dialing Optimization works predictively to improve contact rates by prioritizing your highest-performing DIDs. It chooses the best DID when calling each Lead using DID Health Scores when using Versions 2 or 3 in your ACID List.
The Dialer will prioritize two types of numbers.
-
Unknown Health Scores:
These numbers will be prioritized until they reach the minimum number of calls to receive a Health Score for the Carrier being dialed. -
High Health Scores:
Once all the numbers within an area code have a Health Score, the system will use the number with the highest Health Score for the Lead's Carrier.- To learn more about DID Health Scoring, see DID Health Scores.
Additionally, to help reduce flagging risk, it will limit how often a Campaign dials with a specific DID. Each DID can only dial once every 10 seconds. This is the Frequency Cap feature of Dialing Optimization.
Once the system uses all DIDs assigned to a single area code, it cascades to the first phone number in the next closest area code grouping. Once the 10 seconds pass, each DID will come back into use.
Enabling Dialing Optimization
1.) Click the Call Center main menu.
2.) Click the List Based ACID menu option.
The Show ACIDs page will open.
3.) Click on the name of the ACID List to access the settings for that List.
The ACID Settings page will open.
4.) Click the General tab.
5.) Toggle Dialing Optimization to Active.
6.) Click the Apply Changes button.
You can confirm that Dialing Optimization is Active by checking the Show ACIDs page.
See Managing your List-Based ACID Settings to learn more about ACID Settings.
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