Outbound Auto Dialer

The outbound auto dialer will run in conjunction with a campaign, and can also be synced to a saved search in your CRM. Contivio will be able to assist you with the setup of this functionality. Campaigns can be run in a variety of modes (e.g., preview, power preview, progressive).

To get a campaign provisioned click "Call Centers" > "Outbound Dialer"
On the Dialer Dashboard tab select and complete your standard campaign settings. A detailed breakdown of each tab within the campaign module is noted below.

Tip: After you create your campaign make sure to assign users under People > Users.

You can also import a contact list into the portal in a .CSV format, with the following column headers:

Name: name of the contact
Phone: number of the contact
- Alternate numbers must be comma separated in the CSV
Any Call Parameters you would like to include will need to be in their own column header.
Date Range: must be specified with the time zone of the contact (in minutes +/- UTC)
Time Based Calling: local time frame the contact will be considered by the campaign dialer. Must be specified with the time zone of the contact (in minutes +/- UTC)

General Settings	Description
Campaign Name	If using a campaign with your CRM, campaign name must match the CRM
Campaign Type	Preview (recommended) or Progressive
Start Date	When the campaign will begin
CRM Phone Order (Optional)
Preamble File	A file that can be played at the beginning of each call
Recording Mode	Full Duplex or Agent Only

Contact List	Description
Call Identifier (Field one in list)	Can choose a call parameter
Truncate and accept long Identifier	Yes/No
Start Date	When the campaign will begin
Phone Number (Field two in list)	Can choose a call parameter
Additional Data (columns in CSV)
Restrict to Agent (Personal Campaign)	All Agents, or can pick a specific agent

Dialer Settings	Description
Contact Moratorium Period
Busy Calls Redial Delay (sec)	How long, in seconds, before the campaign will attempt to redial a number that rang busy
Busy Calls Redial Retries	How many times the campaign will attempt to redial a number that rang busy
No Answer Calls Redial Delay (sec)	How long, in seconds, before the campaign will attempt to redial a number that rang no answer
No Answer Calls Redial Retries (sec)	How many times the campaign will attempt to redial a number that rang busy
Agent Declined Calls Redial Interval (sec)	How long, in seconds, before the campaign will attempt to redial a call that was declined by the agent.
Agent Declined Calls Redial Retries	How many times the campaign will attempt to redial a number that was declined by the agent.
User Phone Max Ring Time	How long the call will be offered to the agent
Contact Max Ring Time	How long the call will ring the contact

Other Settings	Description
Caller ID Displayed (Optional)	Caller ID that will be displayed to campaign contacts
Allow Agents to Set Caller ID	Yes/No
Auto After Call Wrap Up	Length of post-call wrap up period
Enforce Wrap Up Disposition	If enabled, wrap up period will require a disposition being selected before expiring or dismissing
Voice Recording Percentage	Percentage of campaign calls to be recorded
Post Wrap Up Call Retention	Dismiss call data automatically, or retain call data for manual dismiss
Agent Script	If applicable
Auto Answer Calls	Calls will be automatically answered by the agent without first being offered

CRM	Description
Screen Pop Application	Screen pop that will display for campaign calls
Post Call CRM Update	CRM Update that will be pushed for campaign calls
Voice CRM Update Mode	Automatic (recommended) or manual

Routing	Description
Operating Hours	Campaign operating hours (optional)
Holidays	Campaign holiday routing (optional)
Performance	Reroute if total inbound contact threshold is breached (optional)
Wait Times	Reroute if wait times are breached (optional)
Default	Default campaign action