Call List Config - Dialler (DXI) Dial Rules

Call List Config - Dialler (DXI) Dial Rules
You must select a call list first.
1

Create/Select Record

1. Create/Select Record
 
Choose New or Update to view the items listed below.  See (DXI) Dialler Manager for more information on these options.
2

Min Channels

2. Min Channels
This function is obsolete and will be removed from future releases.
3

Max Channels

3. Max Channels
This is the minimum number of calls at any one time.  The system default is 25.  If you have 50 agents and set this to 25, only half of your agents will be connected.
4

Ring Timeout

4. Ring Timeout
Set the time in seconds before a disconnecting on a ringing tone.
5

Dial Mode

5. Dial Mode
  • Predictive - The dialler makes a prediction which is constantly reanalysed  enable it to deliver the most calls to Agents without going over the Abandoned Call rate of 3%.  The more agents and data available, the bigger the sample size and the more accurate the result the dialler will generate.  it is normal for the dialler to start dialling slowly in the morning, or beginning of a shift, then speed up as it recalculates the optimised delivery of calls based on the number of agents, average call time, time in wrap, and other parameters.  See Dialler Best Practice for further information.
  • Preview - Preview dialling launches the script and lets the agent familiarise themselves with the details of the person to be called before making the call.
  • 1:1 - one to one dialling will dial and automatically connect the call to the Agent but ONLY when there is an agent available to take the call.
6

Ring Timeout manual

6. Ring Timeout manual
The number of seconds before disconnecting on ringing tone for rescheduled/manually initiated calls.
7

Dialling Order

7. Dialling Order
Specifies the order in which the data will be dialled.  Youngest records are those uploaded to the dialler most recently, the oldest are those which may have been unsuccessful several times, or rescheduled.  if set to oldest first, this may slow down dialling as you would need to clear the older calls before the newer data will come into use.
8

Max Abandon Rate

8. Max Abandon Rate
An abandoned call is one where the dialler's predictive algorithm has resulted in a call being connected to a number, the recipient answering that call and there being no available Agent to take the call.
9

Dialler Record Recycling

9. Dialler Record Recycling
When the dialler is running low on data, it will recycle data scheduled for a call back, presenting it one hour early, except where the rescheduling of that record was caused by Answer Machine Detection (AMD).
10

Default Retry

10. Default Retry
For all calls where a retry time is not specifically specified  elsewhere.
11

Retry Engaged

11. Retry Engaged
Reschedule interval when the dialler hits an engaged tone.
12

Retry No Answer

12. Retry No Answer
Reschedule interval when the dialler hits no answer.
13

Retry Dead Line

13. Retry Dead Line
Reschedule interval when the dialler hits a dead line
14

Retry Answerphone

14. Retry Answerphone
Reschedule interval when the dialler hits an Answer Machine/Answerphone/Voicemail
15

Retry Abandon

15. Retry Abandon
Reschedule interval when the dialler makes an abandoned call
16

Max Dial Attempts

16. Max Dial Attempts
The maximum number of times the dialler will attempt to dial the same number before marking it as un-contactable.
17

Max No Answer Attempts

17. Max No Answer Attempts
The maximum number of times the dialler will attempt to dial the same number before marking it as un-contactable
18

Max Contact Attempts

18. Max Contact Attempts
The maximum number of times the dialler will attempt to dial the same number before marking it as un-contactable
19

Max Invalid Number Attempts

19. Max Invalid Number Attempts
Maximum attempts on dialling a number that returns an invalid number tone.
20

Max Dead Line Attempts

20. Max Dead Line Attempts
Maximum attempts on dialling a number that returns a dead line tone.
21

Max Answer Machine Attempts

21. Max Answer Machine Attempts
Maximum attempts on dialling a number that reaches an Answer machine/Answerphone/voicemail.
22

Max Age

22. Max Age
Finalises records after a set number of days.  Set if the campaign has a finite end date, or to ensure that all records in your campaign are finalised by a set number of days from the start.
23

Absolute Max Dials

23. Absolute Max Dials
The absolute number of times the records will be dialled.  This takes effect regardless of whether any contact has been made, and a call back scheduled.
24

Minimum Priority

24. Minimum Priority
Set a minimum priority for calls in order to dial all rescheduled calls (callbacks) first so the queue, or part of it, can be disabled.
25

Apply Default Template

25. Apply Default Template
All of the above 25 settings can be applied to this and future call lists/queues by saving a template.  The settings detailed above are the CallScripter default settings.  Once you have fine tuned your DXI Dialler Dial rules here, you can save them as a system Default Dial Rules Template.  (See 27)
26

Set As Default Template

26. Set As Default Template
Save the current settings as the system default dial rules template to quickly apply it to all new call lists.
27

Update Dxi (submit button)

27. Update Dxi (submit button)
Upload the settings to the dialler.