Sytel Dialler Tools

There are three types of campaigns supported by Softdial CallGem™:

• Outbound: Outbound campaigns have no access to Inbound Queues but an agent can be a member of both an Outbound campaign and a member of a Queue servicing one or more Inbound campaigns e.g. for call blending. There are 3 main dialling methods employed for outbound campaigns:
  • Predictive: Any agent can take any call, and sophisticated algorithms are used to increase the dialling rate and reduce wait times between calls. Unlike progressive dialling below, screen pops will not occur, until connects are made with a called party, since this is the point at which calls are allocated to particular agents the dialler.
  • Progressive (Closed Preview): As soon as an agent has finished a call and wrapped up, another call will be dialled for him immediately. The screen details will be popped at the same time and the agent will be able to study them, whilst the call outcome is being decided. This is the normal state for dialling on progressive campaigns, also occasionally referred to as closed preview because there is no option for the agent to spend discretionary time studying the called party's details before a number is dialled.
  • Preview (Open Progressive): With preview dialling, the screen details will be popped up on the agents screen before the number is dialled. The agent then decides whether or not they want the dialler to call this number. If the agent decides that they do not want to call this number, the number will get sent back to the database and they will be presented with another number.
• Inbound: Inbound campaigns are ACD campaigns with multiple work queues.
• System: The following apply:
  • The System campaign is intended for users who treat the dialler as a PBX.
  • The system campaign has support for multiple work queues. These are known as Queues (also known as hunt groups).
  • Behaviour of Queues is as per a typical PBX.

The campaign layer interface within Softdial CallGem™ provides the means to feed work (e.g. numbers to be dialled on outbound campaigns) into the various campaigns and handle data that is collected or updated during the course of a campaign. It also provides the means to create and configure campaigns.

A key function of the campaign layer is to handle all communication between the database and Softdial CallGem™. The campaign layer manages the gathering of contact information (and any data associated with each contact) from the database and passes it onto Softdial CallGem™. The campaign layer also manages the results (agent outcome and any data update) from Softdial CallGem™and writes this information back to the database. If the result of the call is no connect, the call attempt information from the telephony network, e.g. number busy, is also passed via the campaign layer and syncer back to the database.

The campaign manager layer also controls:

• Retry and Callback management including multiple numbers per contact handling
• Campaign specific telephony configuration
• Multiple List management
• End of List management

Further campaign layer functionality is also available via the Softdial Web Interface which includes some more additional features including:

• Campaign scheduling
• Time Zone management
• Do Not Call list management
• List Filtering
• Call Recording and metadata included with recordings

Agents who are logged into Outbound or Inbound campaigns are 'nailed-up' by default. For agents logged into the System campaign, it is optional whether they are nailed-up. An agent can only be logged into one campaign at a time.