Preview Pacing Mode

1. Go to the General Settings.

2. Select an ANI (CLI) from the dropdown list.
   This is the phone number displayed as an Outbound Caller ID to the customer receiving a call.

3. Set a value for ACW Time in seconds.
   This is the duration a customer call can stay in the queue after which the call is abandoned. Allowed values are between 1 and 1800. The default is 900.

4. Set the value for Ringing Duration.
   It defines the duration of ring.

1. Go to the Answering Machine Treatment > Treatment.

2. Turn the Enable Answering Machine Detection to ON to detect an answering machine.

3. Select the AMD Detection type from Disconnect, Transfer to Agent, Transfer to IVR, or Play Message and Disconnect.

4. If you select the Disconnect, no settings configurations are required. If you select Transfer to Agent, the application transfers the call to an agent when it encounters an answering machine response.

5. 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 and synchronized with Campaign Manager are displayed in this list.

6. If you select the Transfer to Agent, the application transfers the call to an agent.

7. If you select the Play a Message and Disconnect to play a message and then disconnect the call. Enter the following:

   1. If you select the Prompt Type as Recorded.

   2. Select a Prompt Name from the dropdown list. The prompts configured on the Amazon Connect instance are synchronized to Campaign Manager application.

      1. 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.

      2. Use the Location to browse for the file.

   3. If you select the Prompt Type as TTS, enter complete the following:

      1. 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.

      2. Select a Language and a Voice Talent. The voice that plays out the text message.

      3. 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.

8. Go to Settings and set the value for the following parameters:

   1. Set a value for the Time Limit. This is the time limit in milliseconds for the application to detect CPA. For example, if the CPA does not detect the voice within this limit, it is considered as a human voice. Select values between 1000 and 5000 milliseconds.

   2. Set a value for the Total Timeout. This is the time in milliseconds at which the application stops the CPA analysis. Select values between 1000 and 20000 milliseconds.

   3. Set a value for the Log Top Frequency. This is the number of top frequencies to log. Use only for debugging purposes. Select the values between 1 and 3.

9. Click Save.

1. Use a slide bar to set the Initial Number of Contacts.
   This defines the number of contacts that are sent to the dialer initially.

2. Use the slide bar to set the Increment By percentage to increase the contact delivery to the dialer.

3. Use the slide bar to set the Decrement By percentage to decrease the contact delivery to the dialer.

4. Set the Upper Threshold limit as a multiple of the Initial Number of Contacts that are delivered to the dialer.

5. Set the Iteration Interval. This is the wait time between iterations in seconds.

6. Enable the Auto Balancing checkbox to automatically distribute the contacts from the uploaded file equally to all campaigns mapped to the group.

7. Enable the Throttling checkbox to control contact delivery to maintain the service-level agreement (SLA) like control queue time / reduce abandoned calls.

8. Go to Time Zone.
   All the time zones selected in the application in Time Zones are displayed.

9. Select the checkboxes for the Time zone and the callable window time for each time zone (optional configuration) which overrides the global Time zone selection.

10. Go to the Agent Mapping section. All the Workers are listed as Agents in the dropdown list. Select the agents as required for this pacing mode.

    Notes:

    • Agent Mapping is not available for all the pacing mode.

    • The campaign balancing feature as defined in this section works based on Campaign Priority and NOT contact distribution among configured campaigns. During every iteration, when the responses from specific campaigns are received, the algorithm does not validate the per campaign response rate to select the campaigns to distribute contacts for the next iteration. Irrespective of the responses from specific campaigns, the algorithm distributes contacts to configured campaigns based on the originally defined percentages.

Auto Balancing automatically distributes the contacts from the uploaded file equally to all campaigns mapped to this group. Application skips automatic distribution if the campaigns are in a Stopped or Time-suspended state.

Example: If there are three executing campaigns C1, C2, and C3 mapped to a group CG1. The auto balancing feature allocates the 33% of contacts to C1, 33% of contacts to C2, and 34% contacts to C3. In the first iteration, assuming that there are 100 contacts uploaded and awaiting allocation, C1 gets 33 contacts, C2 gets 33 contacts, and C3 gets 34 contacts. The percentages are automatically reallocated to the other campaigns mapped to the group. If Camp1 is in a time-suspended state, the automatic distribution is reset to 50 percent each for Camp2 and Camp3.