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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.

CXC NewDP.png

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.

Icon Description Type
Icon-agent.png
Represents a dialing profile using any automatic or manual dialing mode Agent
IVR-icon.png
Represents a dialing profile using either Progressive IVR or Power IVR mode IVR
Icon-MixedIVR New.png
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

To create a new dialing profile, select New from the Dialing Profiles page.

CXC CreateDP.png

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.

Section Description
General Options

To start, you'll specify the following basic details about the dialing profile.

  • Name of the dialing profile
  • Agent Group - Agent groups are set up in either Genesys Administrator EXtension (GAX) or in Agent Setup.
  • Destination DN - DNs are communication devices, uniquely identified by their directory numbers (DNs), where customer voice interactions reside and are handled. Select the destination DN for this dialing profile.
  • Caller ID Number - Specify the Caller ID number you want to use for the campaign group. You can set the global Caller ID number on the Settings page.
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:

  • Labels - Choose from a contact list labeling schema you created on the Labels page. Note: A contact list can have only one labeling schema.
  • Contact Order strategy - Identify the order in which CX Contact moves through the contact list. Options are Ascending or Descending against a CX Contact user-defined field.
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.

Section Description
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.
Optimization Parameters

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%).

CXC DP CompTab.png

End of Compliance Tab.

Important
Use these options only if you have advanced knowledge of CX Contact or have been advised by Customer Care.

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.

The pacing and dialing options available on this page are described in detail in the Pacing Options and Advanced Dialing Options sections on the Pacing and Optimization page in this manual.

End of Advanced Tab.

Tip
All options selected on the Dialing Profiles page become the default settings for all campaign group templates that use that dialing profile. When you create a new campaign group, however, you can change the settings for that one specific campaign group.

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.

CXC EditDeleteDuplicateDP.png

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.

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This page was last modified on 2 October 2018, at 06:17.