Options tab

The following fields are available in this tab:

  • Abandon Rate: Allows supervisors to set the maximum abandon rate to be used for the campaign. The target abandon rate must be within the limits allowed by the legislation of the country being dialled.

  • Abandon Delay: Allows supervisors to set the maximum delay before a call is abandoned. The higher value allows more time to find an available agent resulting in less abandoned calls but with a slight increase in the delay between a call being answered and being transferred to an agent. The abandon delay value must be within the limits allowed by the legislation of the country being dialled.

  • Ring Timeout: Allows supervisor to set the delay before a ringing call is dropped and classified as a 'No Answer'. The Ring Timeout value must be greater than the minimum ring time allowed by the legislation of the country being dialled.

    Tip: Although there are no published guidelines on maximum ring time, in general ring times above 22 seconds do nothing to improve contact ratios and will negatively impact campaign efficiency.

  • Expected Talk Time: Allows supervisors to make an estimate of the average talk time for "right party" calls. This time is then used by dialler algorithms, from the first minute of the shift.

    "Right party" calls are essentially all connected calls other than short talks e.g. when either the called party has no interest in a dialogue, or an arrangement is made to call back at a later date. The average time for "right party" calls may range from one to twenty minutes, and has a default value of five minutes. If the average value of right party calls is less than 5 minutes, then if supervisors choose not to overwrite the default value, the algorithms may be slightly slower than otherwise at getting up to speed.

    If the average value of "right party" calls is expected to be a lot greater than five minutes, as is likely for example in market research campaigns, the default value should be replaced by this average value, otherwise there is a risk of unwanted abandoned calls.

    When dialling predictively you need to set CLI to show (see below) to be used for this campaign. This will need to be a number that has been enabled for use on your outbound trunks.

  • Preview Timeout: Indicates a number of seconds that a previewing agent can stay previewing without being forced to launch the call. The agent can cancel this timer on the toolbar at any time. The default value of 0 means there is no time limit.

  • Preview Breather: Indicates a number of seconds that a preview agent gets as 'breathing space' before being presented the next preview call. The agent can cancel this timer by sending the Preview Now [PN] message. While the agent is in this state, the agent will be reported as in 'waiting' state in state viewer. The default value of 0 means the agent will spend no time in this state.

  • Cache Size: You may also set the Initial Cache Size to specify the number of records to load when the campaign starts up. The default is 200 records, which is an optimum parameter for most operations. Note that the cache size will vary once a campaign is running. A sudden large increase in cache size indicates that a large number of retries or callbacks have suddenly become due. This is not recommended as it can lead to lower performance - always try to spread the scheduling of retries and callbacks over the available time window.

  • CLI to show: The Caller Line Identity number to be used for this campaign.

  • Abandon message: The Symbolic name of the message to be played when a call is abandoned. The full path for the file must be set up in the Namespace/Sound Resources (see Namespace Editor).

    Note: In some countries (e.g. UK) it is mandatory to play an informative message when a call is abandoned.

  • Numbers to Use (checkboxes): Tick if you intend to load additional phone numbers

  • End Of List Settings: Select one of the following options:

    • Wait for retries to become available: This is the default option. Each number will be retried according to the retry settings in the Recycle tab. The campaign remains active after all retries have been exhausted. This allows new records to be added and dialled at any time as long as agents are logged in. The campaign may be stopped manually or by using the campaign scheduler.
    • Stop campaign: The campaign is halted after any calls in progress have been completed and all agents logged out.
    • Accelerate retries then stop campaign: Any pending retries will be brought forward and retried (once). The campaign will then be stopped. Note this does not include re-schedules which will be preserved.

    • Chain agents onto campaign X: Agents are transferred onto the campaign specified in the drop-down list when all of the fresh records in the list have been tried at least once. Consider 2 campaigns called Mobiles and Mobiles2. The Mobiles campaign is set to chain to Mobiles2 at end of the list.

      An agent logs in to the Mobiles campaign. When the Mobiles campaign runs out of fresh records, the agents are automatically moved to the Mobiles2 campaign.

The options enabled will vary depending on the dialler type previously selected.