Predictive dialing settings

Compatibility:IdSurvey 5IdSurvey 6

A predictive dialer dials a list of telephone numbers and connects answered dials to phone agents. When predictive dialing is in enabled, the software uses statistical algorithms to minimize the time that agents spend waiting between conversations, while minimizing the occurrence of someone answering when no agent is available.

If you purchased Predictive Dialing module, you’ll be able to work with IdTalk with predictive methodology. Predictive dialing can be set from your Admin Interface.

Go to Settings section of the survey you’re working on, then on CATI tab click on Call settings. At the end of the box, you’ll find Predictive dialing button: enable it.

predictive

You will be now displaying some extra settings to configure predictive dialing:

DIAL LEVEL: It’s the ratio between predictive calls and interviewers. For example, if you set Dial level to 1.5 in a call center with 10 interviewers, the system will make a maximum of 15 simultaneous calls.
Change value to balance attempts of call depending on the quality of the phone numbers you have in your DB. If you have a good DB, you can keep your dial level around 1/1.5 but this can be increased up to 6/8 if the quality of your numbers is poor.

USE QUEUE: Specify the dialer queue reserved to this survey. The default value to set on this box for the first questionnaire is 600.
If you use more than one queue (so you have more than one concurrent questionnaire), you can assign sequential queues to the other questionnaires.
For example, setting queue 600 for one survey and queue 601 for another, you can reserve some interviewers to one survey and some interviewers to the other.
In your IdTalk queue from 600 to 603 were configured. For more, contact our Support.
The dialer will automatically send calls to all interviewers according to queue set for each survey.

MAXIMUM CALLS: This configuration has to be set only if you use landlines. Set the maximum of lines to simultaneously use according to the number of available lines in your landline.
Setting this to 0 the limit will be ignored. If you use VoIP lines, you can keep this parameter to 0.

RINGING TONES: You can select from the list the maximum number of rings the dialer have to make before dropping the call.

OUTBOUND CALLER ID: If you didn’t request the implementation of multiple caller IDs in the dialer, you can keep this setting to Standard.
If you requested multiple IDs to our IT team, you will display in the dropdown menu the ID to select for this survey.

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