Setup - Dialler (DXI) Queues (Call Lists)

Create and set attributes of the DXI Call List. Note that after completing this section, you must then push the call list data in CallScripter to the DXI Dialler queue that you have created in the Outbound Manager. See Managing Individual Dialler Call Lists

UK Customers should refer to the latest regulations a defined by Ofcom http://www.ofcom.org.uk/ when completing this section.

Create/Select Record

Choose New or Update to view the items listed below. See (DXI) Dialler Manager for more information on these options.

Queue Description

Enter a name for the dialler queue.

Search/Choose Campaign

Choose which dialler campaign the queue belongs to.

Queue Type

Choose the queue type from Outbound, Inbound, Voicemail.

Answer Machine Detect

Outbound only. Choose whether to turn Answer Machine Detect on or off. In older versions of CallScripter, you can choose from Analogue, Digital or Blended. These options are now obsolete as it is either on or off. Choose anything other than "off" to turn it on.

Caller ID

Outbound Only. Enter the Telephone number to be presented to recipients of dialler calls. At the time of writing, this was a requirement of UK law. See http://www.ofcom.org.uk/

Voice Recording

All calls can be recorded for compliance and monitoring requirements. Call recordings are stored for a maximum period of 6 months. If call recordings are required for a period longer than this, they should be downloaded periodically.

Inbound Number

Inbound only. Only the inbound number, allocated to you by DXI can be entered here. Any other number will be automatically removed on save.

Sequential Dialling

Setting sequential dialling to "yes" will cause the dialler to call every number for that record before moving on to the next record. For example, when importing a call list, there are three telephone numbers that can be imported, telephone 1, telephone 2, telephone 3. These could represent daytime, evening and mobile numbers for a contact. Sequential dialling will dial all three of these numbers before moving onto the next record rather than moving on to telephone 1 for the next record immediately.

Redirect

If a caller calls into a queue and no agents are logged in who are assigned to the queue, they will be automatically redirected to this phone number if it is set.

Announcement Frequency

Inbound only. Whilst a caller is holding for an agent to become available they are played music-on-hold. By setting this value to greater than zero the caller can also be played a message every Announce Frequency seconds. For example a message would typically be "sorry all our agents are still busy, please continue to hold" or similar.

Time of Day Policy

Inbound only - The Time of Day policy denotes the working hours of the call centre. The system can then play a different audio message depending on the time of day (TOD). For example, "Thank you for calling Example co, our office is currently closed...."

Suppression

You cannot delete queues in DXI EasyCall Dialler. You can however suppress them to hide them from lists.

Queue Status

Disable Queue: Queue is off. No Calls or reschedules/Callbacks made. See also Misc - All Queues Off
Enable Queue: Queue is on. Calls and reschedules/Callbacks made. This is the "normal" state of a Queue.
Enable Queue High: Queue is on. Calls and reschedules/Callbacks made. This priorities actions on the queue it is set on above those which are just set with just the Enable Queue. This is often set on inbound queues for this reason.
Callbacks Only : Only agent specific Callbacks made. This is often used when the call data is coming to the end of its practical life - but where pre-arranged callbacks wished to be honoured. Non agent specific callbacks are not made and no new records are called. Callbacks will be made whether the dxi campaign is enabled or not.

Update DXI Dialler

Upload the new, or changes to existing, queue information.