PureCoud Contact Center CH5 Outbound dialer Flashcards
What are Outbound dialer to use for?
Companies use it place outbound calls such as survey, debt, remainders, and etc. They provide this to multiple channels such and can be agent assisted or automated.
What to configure for a campaign?
Queue, Script, Wrap-Codes, Callable thing, contact list, wrap code
What is a dialing mode?
Campaign setting that determines how contacts are dialed. Each Campaign can use different dialing mode.
What are the dialing modes?
There are 6 modes. Preview, Progressive, Power, Predictive, Agentless, External Calling
Preview Mode
Client UI uses a script to show information about a customer to the agent before dialing. Agent can then initiate the outbound call as oppose to the machine. Used to reduce abandon calls.
Progressive Mode
The campaign dials as soon as an agent becomes available and dials only one call per available agent. System will detect for things such as answering machine. There is no preview of the contact information.
Risk: If agent part of an inbound queue then there a possibility of them missing the outbound call.
Power Mode
Similar to Progressive mode but does not dial one call per agent but multiple until one person is reached. There are setting to change how many calls are dialed by default. Initially the system is set up for 3 and then it calculates based on the number of calls answered. Live calls are transferred to an agent unless more than 1 is connected which it will drop the excess calls.
Predictive Mode
Predicts when an agent can places calls and places a call just in time.
Agentless Mode
Places outbound calls and respond to answering machine or live person based on configuration. Mode does not uses a script. Can be configured to hangup or transfer to a call flow so no agents are involved.
External Calling
External Calling mode enables you to use a third-party dialer for the Telephone Customer Protection Act (TCPA) compliance.
