Dialer Settings
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Dialer Settings
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The Dialer Settings module allows you to override the group-level settings for CLI, Answering Machine Treatment, and Abandoned Call Treatment. These overridden settings apply only to specific campaigns, while other campaigns in the group continue to follow the group-level settings.
To view the Dialer Settings screen, go to Campaign > Dialer Settings.
Add Condition
You can add conditions using the condition builder. Contacts that match these filter conditions will follow the campaign-level dialer settings, while other contacts will follow the group-level settings.
You can add any number of conditions, but only five conditions can be enabled at any given time, and the application will filter contacts based on these five conditions.
Note:
For a Shared List, you can add any number of conditions, but only five conditions can be enabled for each target campaign group.
Click Add Condition to create a new campaign dialer settings condition.
Enter a Condition Name. This is a mandatory field, and you cannot use special characters except underscore (_), dash (-), and at (@).
Provide a Description for the condition.
From the dropdown menu, select a Target Campaign Group. This field is applicable only for the Shared List campaign, which includes all dialer and non-dialer settings. It is mandatory to configure a CSS condition for the Shared List campaign to display the list of target campaign groups in the dropdown. The first target campaign group is selected by default, and values are populated in the following tabs based on the pacing mode settings in the Campaign Group.
Choose a comparison option, which is the condition that the field must satisfy for a contact to be selected. Some comparison parameters could be greater than (>), less than (<), equals (=), etc.
Enter the value that the condition must meet for the contact to be selected for delivery.
Filter
Using the Filter, you can build a condition or a set of conditions.
From the System Fields/Business Fields dropdown list, select an appropriate item.
Close the bracket.
Click Add to add another condition. In the new line, select either AND or OR from the decision dropdown list.
You can keep adding more condition groups. Click Save when you are done.
If you want to add more groups, select Add from the Group Action and then click Save.
Fields | Description |
|---|---|
Max Retries | This is the current incremented value for the maximum number of retries that can be made for dialing each contact in the campaign. |
Daily Retries | This is the current incremented value for the maximum number of retries that can be made for dialing each contact in a day for this campaign. |
Cycle Retries | This is the current incremented value for the maximum number of retries that can be made in a dialing cycle. A cycle is a set of dialing attempts, once to all modes that a contact is uploaded with. For example, a contact is uploaded with three modes - Home, Work, and Mobile numbers. A dialing cycle is completed when the application dials all these modes (in the configured order) once each. |
Email Retries | This is the current incremented value for the number of retries allowed for contacts to be delivered for email campaigns. |
SMS Retries | This is the current incremented value for the number of retries allowed for contacts to be delivered for SMS campaigns. |
Last Accessed | The contacts with the configured date and time of last access to be delivered as part of this CSS. |
Priority | The priority assigned to the contacts that is to be accounted when delivering as per this CSS. |
Lead Score | The Lead Score that is to be considered for delivering contacts are per this CSS. Lead Score helps in identifying the most prospective customer to be reached out from a campaign. This score can also be set at the time of upload or wrap up, while defining the business / telephony outcome. |
CallStartTime | This is the call start time as set by the rescheduler. Calls that fall within the start time mentioned in this condition are selected for delivery. |
CallEndTime | This is the call end time as set by the rescheduler. Calls that fall within the end time mentioned in this condition are selected for delivery. |
ListID | The list ID that the contact belongs to. Contacts belonging to the ListIDs in this CSS condition are delivered. |
CallType | The call type. For example, personal callback, regular callback, regular call, etc. |
LastOutcome | The last outcome set for this contact. Contacts with the selected Last Outcome are delivered. |
Global ListID | The Global List ID that this contact belongs to. Contacts belonging to the Global ListIDs in this CSS condition are delivered. |
UserID | This the agent ID tagged to the contact. Calls are delivered to the dialer and are patched to the agent mentioned in this field. |
Phone Number | The phone number of the contact to deliver as per this CSS. |
Zone Name | The name of the time zone to which the contact belongs. |
Day of Week | The preferred day of week of the contact to receive a call. |
Time of Day | The preferred time of day of the contact to receive a call. |
Mode | The preferred mode of the contact to receive a call. |
CLI
The function of CLI (Calling Line Identification) is to display the contact number as the Outbound Caller ID to the customer when they receive a call. This allows the customer to see the phone number from which the call is originating.
Specific CLI
By default, Specific CLI is selected. Perform the following steps:
Enter the CLI Name.
Enter the CLI Value.
Note:
For dialer, the CLI Value is populated automatically by default. It is the same number which is selected as ANI (CLI) in Campaign Group. Also, you can add a specific CLI for this campaign in addition to ANI (CLI).
Business Field
Perform the following steps:
Enter the CLI Name.
Select a business field as CLI Value. The business field CLI allows you to specify fields from the uploaded contact file that has to be used as CLI. Ensure your contact file contains the required data.
Note:
The business fields with String data types are only allowed.
Random CLI
Perform the following steps:
Enter the CLI Name.
Enter the CLI Value.
You can add up to 10 random CLIs based on your requirement. The application fetches any number out of the 10 as the CLI to show as an Outbound Called ID to the customer while receiving a call.
Answering Machine Treatment
Perform the following steps:
Note:
This is applicable for Amazon Connect, Twilio Flex, and UJET. Fields appear based on the selected dialer.
Go to Answering Machine Treatment.
Turn the Answering Machine Detection switch to ON to detect an answering machine.
Select the AMD Detection type from the dropdown list. For example, Disconnect.
If you select the Disconnect, no settings configuration are required.
If you select the Transfer to Agent, the application transfers the call to an agent when it encounters an answering machine response.
If you select the Transfer to IVR, the application transfers the call to an IVR. Select a Contact Flow from the dropdown. All the contact flows configured on Amazon Connect are synchronized with Campaign Manager and displayed in this list.
Note:
This field is not applicable for Twilio Flex and UJET.
If you select Play a Message and Disconnect, to play a message and then disconnect the call. Enter the following:
Select the Prompt Type as Recorded.
Select a Prompt Name from the dropdown list. The prompts configured on the Amazon Connect instance are synchronized to Campaign Manager application.
Note:
The Prompt Name field is not applicable for Twilio Flex and UJET.
Select an appropriate option against Message/Music. Select a File URL to specify the path from where the music or message audio file is available for the system to play. Upload a file containing the message or music.
Use the Location to browse for the file.
If you select the Prompt Type as TTS, enter the following:
Select an Engine from the dropdown list. The language list is loaded based on the engine you select. The Engine field is required only for a Dialer.
Select a Language and a Voice Talent. The voice that plays out the text message.
Enter the TTS Text. The message is played out to the caller on the IVR. For example, all our agents are busy handling customer calls. Please wait till we find you an agent.
Click Save.
Perform the following steps:
Note:
This is applicable for Cisco UCCX, Avaya POM, Nice CXone, Five9 VCC, and Genesys PureCloud.
Go to Answering Machine Treatment.
Select the AMD Detection type from the dropdown. For example, Disconnect.
If you select Disconnect, no settings configuration is required.
If you select Transfer to Agent, the application transfers the call to an agent when it encounters an answering machine response.
If you select Play Message and Disconnect, the TTS Text is displayed.
Enter the TTS Text. The message is played out to the caller on the IVR and gets disconnected.
If you select Play Message and Transfer to Agent, the TTS Text is displayed.
Enter the TTS Text. The message is played out to the caller on the IVR and gets transferred to an agent.
Click Save.
Abandoned Call Treatment
Go to the Abandoned Call Treatment.
If you want the customer on the call to wait for an agent, activate the Wait for Agent switch.
Use the slider or enter a value for the Abandoned Call Wait Time. This is the time that a call waits in the queue for an agent to answer before it is abandoned. Allowed values are between 0 and 3600. The default value is 60.
Go to the Initial Message. This section is visible only when Wait for Agent is activated.
Turn the Enable Initial Message switch ON to play an initial message to the customer on the call.
If you select the Prompt Type as Recorded, enter the following:
Select an appropriate option for the Message/Music. Select a File URL to specify the path from where the music or message audio file is available for the system to play. Alternatively, you can upload a fine containing the message or music.
Use the Location to browse the file.
If you select the Prompt Type as TTS, enter the following:
Select an Engine from the dropdown. The language list is visible based on the engine you select. The Engine field is required only for the Dialer.
Select a Language and a Voice Talent. This is the voice that plays out the text message.
Enter the TTS Text. The message is played out to the caller on the IVR. For example, All our agents are busy handling customer calls. Please wait till we find you an agent.
Go to the Follow-up Message and enter the following:
Turn the Enable Follow-up Messages witch ON to play a follow-up message to the customer on a call.
If you select the Prompt Type as Recorded, enter the following:
Select an appropriate option for the Message/Music. Select a File URL to specify the path from where the music or message audio file is available for the system to play. Alternatively, upload a file containing the message or music.
Use the Location to browse the file.
If you select the Prompt Type as TTS, enter the following:
Select an Engine from the dropdown list. The language list is visible based on the engine you select. The Engine field is required only for the Dialer.
Select a Language and a Voice Talent. The voice that plays out the text message.
Enter the TTS Text. The message is played out to the caller on the IVR. For example, All our agents are busy handling customer calls. Please wait till we find you an agent.
Go to the On-Timeout.
Turn the Enable On-Timeout Message to ON to play a timeout message to the customer on the call.
If you select the Disconnect, enter the Contact Parameters and Time Zone sections.
If you select the Transfer to IVR, the application transfers the call to an IVR. Select a Contact Flow from the dropdown list. All the contact flows configured on Amazon Connect are synchronized with Campaign Manager.
If you select the Play a Message and Disconnect to play a message and then disconnect the call. Enter the following:
If you select the Prompt Type as Recorded, enter the following:
Select an appropriate option for the Message/Music. Select a File URL to specify the path from where the music or message audio file is available for the system to play. Upload a file containing the message or music.
Use the Location to browse for the file.
If you select the Prompt Type as TTS, enter the following:
Select an Engine from the dropdown list. The language list is loaded based on the engine you select. The Engine field is required only for the Dialer.
Select a Language and a Voice Talent. The voice that plays out the text message.
Enter the TTS Text. The message is played out to the caller on the IVR. For example, All our agents are busy handling customer calls. Please wait till we find you an agent.
Click Save.
Notes:
Abandoned Call Treatment are not applicable for Preview and Progressive IVR pacing modes in Dialer and Progressive IVR pacing mode in Amazon Connect Campaigns for Amazon Connect.
The Dialer Settings functionality is not applicable for Direct Preview mode in Amazon Connect Campaigns for Amazon Connect.
Answering Machine Treatment and Abandoned Call Treatment are not applicable for Direct Preview and Progressive IVR for Twilio Flex.
Abandoned Call Treatment is not applicable for Preview, Progressive and Predictive pacing modes for UJET.
Digital and Manual for dialer and Direct Preview mode in Amazon Connect Campaigns follows non-dialer functionality.
Perform the following steps:
Note:
This is applicable for Cisco UCCX, Avaya POM, Nice CXone, Five9 VCC, and Genesys PureCloud.
Go to Abandoned Call Treatment.
Select Abandoned Call Treatment type from the dropdown list. For example, Disconnect.
If you select Disconnect, no settings configuration is required.
If you select Play Message and Disconnect, the TTS Text is displayed.
Enter the TTS Text. The message is played out to the caller on the IVR and gets disconnected.
Click Save.
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