Hot Key Dialer

The Hot Key Dialler is designed to dial leads from an allocation into a route. Which in turn is expected to deliver the call to a Queue.

The Design use case is that Agents will be logged into Contact Hub to take calls from the Queue.

The Route may do things like invoke an IVR allowing the callee to decide whether to enter the Queue or not.

The Route should invoke DispositionAgi and set an appropriate disposition if the callee is not delivered to the Queue or an Agent (for example Queue Abandon).

When the Hot Key Dialler delivers a callee to the Route, the lead will remain locked for 10 minutes or until the callee hangs up - which ever comes first. It is therefore likely that if disposition callback times are too small and calls aren't delivered to an Agent within 10 minutes that the callee may be dialled again while waiting in the queue.

"Concurrent Dials" is the number of phone numbers that will be simultaneously dialled until the Queue reaches "Max Queue Depth"

Stopping

When Stop is clicked, it may take up to 1 minute for the Hot Key Dialler fully stop dialling.

"Stop At" may not be configured to be more than 8 hours into the future, when the "Stop At" time is reached the Hot Key Dialler will stop.

A System Restart will stop the Hot Key Dialler.

Problems

The Hot Key Dialler will NOT dial if there are no agents logged into the Queue, or if the Queue has "Max Queue Depth" calls waiting.

The Hot Key Dialler dials leads as "Multi-dial" and the usual Campaign Template Multi-Dial rules apply to the availability of a lead for dialling by the Hot Key Dialler.