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Before you make changes to these settings read the documentation carefully as it is very easy to make a complete mess of how the dialer is configured. Noojee recommends that you call Noojee's support team before making major changes.
Fields
| Field | Description |
|---|---|
| No Answer Retry Lock Time (minutes) | When dialing a lead the Dialer will often get a 'No Answer' when a no. rings but is not answered before the Dial Timeout. When a call attempt fails due to a 'No Answer' the dialler will automatically reschedule the lead for a callback. The 'No Answer Retry Lock Time' is used to control the period of time, in minutes, the system will wait before trying to call the lead again. |
| No Answer Retry Limit | When dialing a lead the call may not be answered before the dialer gives up due to the 'Dial Timeout', this is treated as a No Answer. When a call attempt fails due to a 'No Answer', the dialler will automatically reschedule the lead for a callback. The 'No Answer Retry Limit' is used to control the maximum number of times the Dialer will attempt to re-dial the number. Once the retry limit is reached the lead will be closed. The Retry Limit is critical in ensuring that the Dialer doesn't |
harass customers. To be clear if the Limit is set to '5' then a total of 6 call attempts will be made. The Initial call plus 5 retries. Note: Turning this value up too high (5 or above) can significantly impair dialer performance towards the end of a campaign. The issue is that if a customer hasn't answered a call after 3 or 4 call attempts then they probably will never answer the call. The result is that towards the end of the campaign you get left with all of the leads that never answer calls, so you affectively starve the dialer. The Preview and Pooled dialers suffer greatly from this problem, the Predictive dialer will do a better job as it can ramp up the overdial rate to compensate. | |
| Busy Retry Limit | When dialing a lead the lead may come up as 'Busy' (i.e. the caller is currently on the phone). The retry limit controls the no. of times the lead will be dialed and a busy signal |
| received before the dialer closes the lead. | |
| Approved Call Back No Answer Retry Limit | Controls the number of times a lead is dialled with a result of 'No Answer' when the lead is marked as a 'Client Approved' callback. A lead is marked as 'Client Approved' by setting the flag 'Client Approved callback' for a disposition. The purpose of this setting is to allow a greater number of retries for client approved call backs than for simple No Answers that are derived as a result of a Cold Call attempt. |
| Approved Call Back No Answer Retry Lock Time | Controls the number of times a lead is dialled with a result of 'No Answer' when the lead is marked as a 'Client Approved' callback. A lead is marked as 'Client Approved' by setting the flag 'Client Approved callback' for a disposition. The purpose of this setting is to allow a greater number of retries for client approved call backs than for simple No Answers that are derived as a result of a Cold Call attempt |
| Dial timeout | The amount of time the dialer will wait for a call to be answered before it considers it a No Answer. |
| Lead Selection mode | By default, the dialer will dial leads with a higher priority before leads with a lower priority. In the default configuration, leads set as Callback have a higher priority then fresh leads. This option allows for modification of this behaviour. By changing the mode to BALANCED a slider will appear allowing for adjustment of the ratio of fresh leads vs callbacks to be adjusted. Note: when using the balanced mode you probably don't want a 50/50 split. You need to understand that the dialer runs in cycles of about 2 minutes. At each cycle it looks for fresh leads and callbacks and selects a small no. of leads based on the ratio. The problem is that there are far more callbacks then than fresh leads! If you have a No Answer retry limit of 4 then there are 4 callbacks in the system for every fresh lead. So in this case if you want a true balance between fresh leads and callbacks across the life of the campaign then the ratio should be 20/80 not 50/50. |
| Dialer | The Dialer setting allows you to select which dialer will be used to run the Campaign. Refer to the 12.3. Dial Mode for a description of each of the Dialer Types and recommendations on which dialer will suit your needs. |
| Min pool size | Used by each of the Dialers to control the minimum number of calls that will be generated when one or more agents is 'available' to take a call. The Min pool size is critical to optimal performance of the Dialer. Refer to the Dial Mode for additional details. The Min Pool Size must be an integer value. |
| Pool growth ratio | The Pool Growth Ratio is used by the Pooled Types: 'Shared Pool' and 'Pre-emptive Shared |
| Pool. The Pool Growth Ratio combines with the Min Pool Size to determine how many calls should be generated when one or more agents is 'available' to take a call. The Pool growth ratio is critical to optimal performance of the Dialer. Refer to the Dial Mode for additional details. The Pool Growth Ratio may be either an integer or decimal number. | |
| Pool dial abort limit | The maximum number of times any of the Pool/Predictive Dialers will ring a single phone number and hangup a 'connected' call without connecting them to an Agent. For Single dial mode to work you need to make certain that the No Answer retry limit is greater than the Pool dial abort limit as an Pool dial abort is counted as a No Answer. |
| Expected call duration | The Expected Call Duration is used only by the Dialer Type 'Pre-emptive Shared Pool'. The Expected Call Duration is used to artificially make an agent Available before a call actually ends. When the 'Pre-emptive pooled dial' is used each call is timed. When the call reaches the 'Expected Call Duration' the Agent is marked as Available and the pool will add additional calls to the pool based on the artificially increased number of Available Agents. Refer to the Dial Mode for additional details. |
| Average dial time | The average time it takes to dial a number. This is used by the Dialer Type 'Pre-emptive Shared Pool' to anticipate when the agent will be ready to take a call so that the dial can commence before the agent is actually Available. This value is combined with the Expected Call Duration to calculate the time from the start of a call a which an Agent should be artificially marked as Available. Expected Call Duration - Average Dial Time = Time from start of call at which Agent is marked as Available. Refer to the Dial Mode for additional details. |
| Max Concurrent Dials | Used to control the maximum number of telephone lines (the correct term is 'Channels') the dialer will use. Dialer's such as the Predictive dialer are able to use any no. of Channels (up to the maximum no. physically available) in order to deliver the desired no. of connected calls. In some organisations it may not be desirable to use all available lines as you may be using your Noojee system as a office phone system as well. In these type of cases the Max Concurrent Dials will put a limit on the number of Channels the Dialer will use. As a rule of thumb a dialer needs 2.5 channels per Agent. |
| Holding Queue Size Multiplier | Only used by the Hot Key Pool dialer. Controls the no. answered calls that will can be put on hold before the dialer stops dialing. The Size Multiplier is a multiple of the no. of Agents. e.g. if the multiplier is 2 and you have 4 agents dialing then at most 8 answered calls will be placed on hold before the hot key dialer pauses itself. When the no. falls below 8 it will recommence dialing. |
| IVR Route | Only used by the Hot Key Pool dialer. A Route which is used to play a message to leads that answer the call which includes an no. of options such as 'Dial 1 to be put through to an Agent'. |
| Queue Route | Only used by the Hot Key Pool dialer. When a lead requests to be put through to an Agent (via the IVR Route) the call is then passed to the Queue Route. The Queue Route will normally simply place the caller in a Queue. |
| Dump Route | Only used by the Hot Key Pool dialer. When the last agents stops the dialer there may still be additional callers in the Queue however there will be no agents available to take these calls. Each of the held calls will be forwarded to the Dump Route. |
| Desired Abandonment Rate | Used by the predictive dialer to control the Abandonment rate. This value sets the |
| maximum abandonment rate. The |
| predictive dialer will change pace in order to track as closely as possible to the desired Abandonment rate. | |
| Chain Dial | Controls how leads with multiple Phone Numbers are dialed. If Chain Dial is selected then each Phone Number associated with a lead will be dialed in turn one immediately after the other until a call is answered. If Chain Dial is disabled then the dialer will dial each number in turn but the interval between each attempt will be defined by the disposition type. e.g. if dialed number is not answered and the answer retry interval is three hours then the next number associated with the lead will be dialed in three hours. When using Chain Dial the retry limit counters act as if only a single call has been made, regardless of the no. of phone no.s actually dialed for the lead. |
| Calls wait for agent | Use this option carefully. When the dialer is in multi-dial mode it will sometimes connect to a customer when no agents are available. Normally the dialer instantly hangs up on the customer and marks the call as abandoned. If this option is selected the call will be held open hoping that an agent becomes available before the customer hangs up. The customer will be played music on hold whilst they wait. |