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Dialing Modes and IVR Modes

When you configure a campaign, you'll need to choose a dialing mode or IVR mode that best suits your campaign. Your choice will depend on the type of campaign you're running, the number of agents, if any, assigned to the campaign, and compliance regulations. This article describes the available dialing modes and IVR modes.

Dialing Modes

There are two types of dialing modes: automatic and manual.

For automatic dialing modes, a dialer automatically dials phone numbers and then bridges the answered calls to agents. The system refers to an advanced algorithm and pacing calculations to determine such things as the number of calls it should make and the rate at which those calls should be made.

In manual dialing, agents dial customers or contacts manually.

The table below provides a summary of each dialing mode and lists the available pacing options and optimization parameters for each. If a field is blank, it means those options do not apply for that dialing mode.

Dialing Mode Description Pacing Options Optimization Parameters
Predictive (Automatic)
  • The fastest dialing mode.
  • The dialer uses an algorithm to predict agent availability and call results so that it can safely dial multiple phone numbers for each available agent.
  • The constant rate of dialing results in reduced agent idle time.
  • To minimize the risk of call abandonment, use Predictive only in high-volume campaigns with at least 15 agents.
Predictive with Seizing (Automatic)
  • The system reserves agents before making calls. The agents are 'predicted' to be ready to take the call when the call is connected.
  • Use in high-volume campaigns with at least 15 agents in a group.
Progressive (Automatic)
  • The dialer places only one call for every one available agent. This guarantees that there’s an available agent for every contact who answers a call, so there’s no risk of exceeding the abandoned call rate.
  • Use in low-volume, high-value campaigns with fewer than 15 agents in the group.
Progressive with Seizing (Automatic)
  • The system reserves agents in advance of making calls. Unlike the Predictive with Seizing dialing mode, which expects agents to be on the line when a call is answered, in Progressive with Seizing, agents are already reserved and waiting to take the call.
  • Use in low-volume, high-value campaigns with fewer than 15 agents in the group.
Pull Preview (Manual)
  • An agent requests (pulls) records from the system, previews the record, and then decides whether to dial the call.
  • Use in high-value campaigns, where individual ownership of accounts is the highest priority.
Push Preview (Manual)
  • The system pushes records to an agent. The agent previews the record and then decided whether to dial the call.
  • Use in high-value campaigns, where individual ownership of accounts is the highest priority.

Enabling Dialing Modes

Any dialing mode can be enabled at the Dialing Profile, Campaign Template, or Campaign Group level:

  1. Click the Dialing tab.
  2. From the Dialing Mode menu, select the dialing mode you want to enable.
  3. If applicable, select the pacing options or optimization parameters that will dictate the pacing for this campaign.
  4. If you are using either Predictive with Seizing or Progressive with Seizing, check the Engage agents first option.
CXC EnableDialingModes.png

Dialing Modes and Target Abandon Rate

If you have a campaign using Predictive dialing and the Abandoned Call Rate optimization parameter, the system can switch to Progressive dialing in the event the target abandon rate reaches your optimization goal (for example 3.1%) to eliminate the risk of further abandonment. The system can then switch back to Predictive once the call abandon rate returns to an acceptable level (for example 2.9%).

To enable this functionality, go to the Compliance tab for the campaign object and set the conditions in which the system should switch to Progressive, and then set the conditions in which it should return to Predictive.

CXC DP CompTab.png
Important
If the campaign group is currently running, the following restrictions are in place:
  • You cannot switch from Predictive to Pull Preview or Push Preview.
  • You cannot switch from Progressive to Pull Preview or Push Preview.
  • You cannot change the Engage agents first option for either the Progressive (with Seizing) or the Predictive (with Seizing) dialing mode.

To change any of these settings, you need to stop the campaign group, edit the settings, and then resume the campaign group.

IVR Modes

Use an IVR mode when you want to send personalized and/or interactive messages to your contacts.

Use Cases
  • A retailer wants to solicit feedback from customers via an interactive survey. The customer answers a series of questions via a touchtone keypad (for example, Press 1 for Yes or Press 2 for No). The call ends when the contact completes the survey.
  • A bank sends out a late payment reminder to its customers. Customers can press 0 to make payment arrangements with a customer service representative.

The table below provides a summary of each IVR mode and lists the available pacing options and optimization parameters for each. If a field is blank, it means those options do not apply for that IVR mode.

IVR Mode Description Pacing Options Optimization Parameters
Predictive IVR Calls can be connected to an agent. For example, Press 0 to speak to a customer service representative. The system bases pacing calculations on defined optimization parameters and pacing settings, just as it does when a campaign is running in the Predictive dialing mode.
Progressive IVR Calls can be connected to an agent. For example, Press 0 to speak to a customer service representative. The system bases pacing calculations on the number of allocated IVR ports defined for that campaign group.
Power IVR Agents are not involved in these campaigns, so contacts are never given the option to speak to one. When the message ends, the call ends. The system bases pacing calculations on the defined number of calls per minute value.

Enabling IVR Modes

You first enable an IVR mode on the Dialing Profile page, as follows:

  1. Click the Dialing tab.
  2. Set the IVR modes option to On. All three IVR modes will now replace the automatic dialing modes in the Dialing Mode menu.
  3. From the Dialing Mode menu, select the IVR mode you want to enable.
  4. Select the pacing options or optimization parameters that will dictate the pacing for this campaign.
  5. Optional: Specify the number of IVR ports you want to allocate to that campaign group.
CXC EnableIVRModes.png
Important
If the campaign group is currently running, you cannot change the IVR modes option, meaning that if this option is set to On while the campaign group is running, it must remain On.
Important
You can select a different IVR mode or switch to a manual dialing mode (Push Preview or Pull Preview) on the Campaign Template and Campaign Group page, but you cannot switch to an automatic dialing mode. You must either return to the Dialing Profile page and switch to an automatic dialing mode (set the IVR modes option to Off) or use a different dialing profile for that campaign template.



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This page was last modified on November 2, 2018, at 05:33.