Create and Manage a Dialing Profile
This page describes how to set up a dialing profile. For general information about dialing profiles and how they fit into the overall campaign structure, refer to the Campaign Structure and Terminology page.
Dialing Profile Details
Before you create the new dialing profile, let's take a look at the main Dialing Profiles page. To get there, go to the Campaigns menu and select Dialing Profiles.
On the main Dialing Profiles page, you'll see a table that lists core details about each dialing profile - including the dialing profile's name, its type, and the date the dialing profile was created and modified (if applicable).
Pay attention to the Name field and the Type field. The Name field includes the name of the dialing profile, but it also includes an icon that represents the type of dialing profile being used. The Type field specifies if the dialing profile is an agent-based dialing profile or an IVR-based dialing profile.
The following table gives a description of each icon and the type of dialing profile it represents.
|Represents a dialing profile using any automatic or manual dialing mode||Agent|
|Represents a dialing profile using either Progressive IVR or Power IVR mode||IVR|
|Represents a dialing profile using Predictive IVR mode||Agent|
For more information about dialing modes and IVR modes, refer to the Dialing Modes and IVR Modes page.
The remainder of this article describes the following procedures:
- Create a dialing profile
- Edit a dialing profile
- Duplicate a dialing profile
- Delete a dialing profile
Create a Dialing Profile
To create a new dialing profile, select New from the Dialing Profiles page.
The New Dialing Profile page consists of five tabs, each containing a series of configurable options. Click each tab below to learn about all available options.
This tab has four sections, outlined in the table below.
To start, you'll specify the following basic details about the dialing profile.
|Phone Number Filters||Next, you'll apply phone number filters to the contact lists that be will be part of this campaign. Refer to the Apply Phone Number Filters page for a description of the available phone number filters.|
|Rules and Strategies||
In this next section, you'll see a list of attempt rules, location rules, and suppression lists that were marked as Required when they were created or imported. You can click Change to add additional rules or suppression lists, but you cannot remove them from this page. You must return to the Compliance Tools page or the Contact Suppression Lists page to uncheck the Required box for the rule or list you want to remove. Refer to the Attempt Rules, Location Rules, or Contact Suppression Lists pages for more information.
You can also apply the following in this section:
|List Reset Options||Finally, in the event you pause and then restart a campaign, you can specify the way in which CX Contact should retry the contact list. The List Reset options are outlined on the Create and Manage a Campaign Group page.|
End of General Tab.
Use the Dialing tab to set important dialing parameters, such as the dialing mode, pacing options, and time constraints. This table below describes each section of the Dialing tab.
|Dialing Modes and IVR Modes||Choose a dialing mode or an IVR mode, depending on the type of campaign you're running. For a detailed description of each dialing mode and IVR mode, refer to the Dialing Modes and IVR Modes page.|
If you select a Predictive dialing mode or Predictive IVR mode, you can select an optimization parameter. When you select an optimization parameter, the system adjusts call pacing to adhere to that parameter. Refer to the Pacing and Optimization page for a description of each optimization parameter and its associated dialing mode or IVR mode.
|Pacing Options||Pacing defines the way in which contact attempts are made - you select the parameters and the dialing algorithm adjusts accordingly. Refer to the Pacing and Optimization page for a description of each pacing option and its associated dialing mode or IVR mode.|
|Time Constraints||Use the Time Constraints section (first enable Constrain Pass Times) to define when the system can and cannot attempt a record. Refer to the Define the Calling Window for information about time constraint options and to learn how to set a safe dialing window.|
End of Dialing Tab
A Treatment defines what CX Contact should do with a call that does not reach the intended party. On the Treatment tab, Treatments are broken down into the following sub-tabs:
- Delivery Options - define the circumstances in which the system should connect a call to an agent.
- Retry Options - define the way the system should respond to any given call result.
- Device Escalation - in the event a single record contains more than one device, you can identify which device(s) are contacted as well as the order in which they are contacted.
Click the links above to learn how to apply treatments and device escalation.
End of Treatment Tab.
If you have a campaign using Predictive dialing and the Abandoned Call Rate optimization parameter, and you want the system to 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, you'll specify those values here. The system can then switch back to Predictive once the call abandon rate returns to an acceptable level (for example 2.9%).
End of Compliance Tab.
On the Advanced tab, you can configure an unlimited number of arbitrary dialing options that provide additional functionality. Enter the option name and value that you want to apply to the campaign group here. Contact your account representative for more information about the available options.
End of Advanced Tab.
Manage a Dialing Profile
Once you have created a dialing profile, you can edit, delete, or duplicate the dialing profile from the main Dialing Profiles page. You can complete these tasks via the Actions menu on the main Dialing Profiles page.
Edit a Dialing Profile
To edit a dialing profile, click the dialing profile you want to edit and click the pencil icon from the Actions menu. This opens the dialing profile. Click any tab to edit the corresponding properties.
Duplicate a Dialing Profile
If you want to create a new dialing profile that inherits all the properties from an existing dialing profile, you can simply duplicate the existing dialing profile. To do that, select the dialing profile you want to duplicate and click the document icon from the Actions menu. The new dialing profile appears in the list of dialing profiles, with the suffix _duplicate1 appended to its name.
Delete a Dialing Profile
To delete a dialing profile, select the dialing profile you want to delete, and click the trash can icon from the Actions menu.