Jump to: navigation, search

Outbound

If your account is enabled for Outbound, this Outbound functionality allows you to create and deploy an assortment of outbound calling campaigns. The Outbound API is a web service component hosted by CX Builder.com that is available to all Enterprise Plan Subscribers of CX Builder.com and is fully compatible with CX Builder.

Outbound

Click the check box to enable this voice site for outbound calling. Then, you can configure a few options as described in the sections below.

Note: In the United States and Canada, when an agent places an outbound call, the phone number dialed must start with 1 for domestic destinations and 011 for international destinations. For all other countries, dial the international direct dialing (IDD) number + country code + city/area code + phone number. For example, if an agent places an outbound call to a contact with a US or Canadian phone number that has a missing 1, such as +7037893067, instead of +17037893067, it will result in silence for approximately 20 seconds before the call fails. If the agent has a different invalid number, such as 12345678, the call will immediately fail. For more information about local, domestic, and international dialing, consult your domestic phone service provider.

Human and Voicemail Detection

  • Human—Use this to set the homepage of the IVR based on whether a human is detected. You can also choose to not connect the call.
  • Voicemail —Use this to set the homepage of the IVR based on whether a voicemail is detected. You can also choose to not connect the call.
  • IP Address(es) Permitted—Optional security feature that lets you select one or more IP addresses (separated by a comma) that are permitted to connect to the outbound API with your account credentials.
  • Originating Phone Number—Select any phone number in your CX Builder account to be the caller ID of the outbound call.
Important
The ACD Page cannot be specified as the Outbound destination page.

Scheduling

The scheduling section of the Outbound settings controls the time window when calls are allowed to be placed to target phone numbers using a campaign or campaignCalls request. There are separate Start and End time settings for Weekday, Saturday, and Sunday. The time zone used for the timing is based on the time zone of the area code of the phone number being called. For instance, if the system is dialing out to a 212 area code number, then the time zone will be Eastern Standard Time (EST); if 415, then Pacific Standard Time (PST).

Important
Per the United States Federal Trade Commission, unsolicited calls may only be placed between 8:00 AM and 9:00 PM (local time to the recipient). These limits have been built into CX Builder's Outbound system for the campaign or campaignCalls method but NOT the immediate method. If Enable scheduling for this outbound voice site is not checked, schedules are not applied and the calls can be placed at any time of the day. The immediate method disregards the schedule settings for a Voice Site as well as the 8:00 AM and 9:00 PM limit.

Device Detection

Device Detection is used to determine if a human or voicemail answered the outbound call. There are two versions of Device Detection, Version 1 and Version 2.

Version 1

Device detection Version 1 is CX Builder's legacy device detection feature. All Outbound voice sites created before 3/10/2011 default to Version 1 and will continue to use Version 1, but Version 2 is available for use at any time. Version 2 has more configuration options, smart defaults depending on the type of outbound call placed, and a pick-up prompt which plays while the system determines if it's connected to a device or human.

For more information on Version 1 please see, https://www.socialtext.net/ivrwiki/device_detection#version_1.

Version 2

Version 2 has more configuration options, smart defaults depending on the type of outbound call placed, and a pick-up prompt which plays while the system determines if it's connected to a device or human.

  • Specify a Pick-up prompt to have the prompt starts playing immediately after the call is picked up. The purpose is to eliminate the pause that typically takes place while the system is determining whether a human or voicemail answered the call. A long pause is problematic because it can lead to a human hanging up before the IVR or agent is connected. You can either enter text into the field or click the icon to the right of the field and use the options to specify an audio file.
  • Select a Call Type to optimize the parameter values depending on the type of call. Available call types are:
    • Campaign - Should be selected when a series of outbound calls are placed in a batch
    • Notification - Should be used as an event driven outbound call placed one at a time
    • Auto Dialer - Should be used when a series of outbound calls or an event driven outbound call that connects a caller to an agent
    The following parameters are available in Version 2, which allow for further customization. Parameters are called in the following order:
    • Max Time Out - The maximum amount of time that the system should wait to make a decision. If Max Timeout is reached, the system assumes the call was answered by voicemail.
    • Classify Touch-Tone as Voicemail - If enabled, when a touch-tone (DTMF tone) is detected, the system will assume the call was answered by voicemail.
    • Classify Noise as Human - If enabled, and background noise is detected within the first 1/10 of a second, the system will assume the call was answered by a human. Noise could be a phone cord rustling, the noise made when a mobile phone is pulled out of a pocket, and so on.
    • Classify an Initial Pause as Voicemail - If speech is not detected after six seconds, the system will assume the call was answered by voicemail.
    • Classify a Mid-Sentence Pause as a Human - If the silence threshold is exceeded, the system will assume a human answered the call.
    • Classify Short Greetings as Human - If the word threshold is exceeded, the system will assume the call was answered by voicemail. If it's not exceeded, the system will assume a human answered the call.
    • Beep Timeout - The amount of time, in milliseconds the system will listen for a voicemail "beep", after the last utterance is detected and before it assumes a human answered the call. If the system determines a human answered the call before this parameter is reached, the parameter is ignored.

For more information on Version 2 please see, https://www.socialtext.net/ivrwiki/device_detection#version_2.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on 13 May 2016, at 13:07.