Outbound Contact has many dialing modes which are listed in the table below.
You can switch between Progressive and Predictive dialing modes at any time, and change the optimized parameter. Changing the dialing mode and optimized parameter in Genesys Administrator Extension is temporary. It lasts only until the Campaign is stopped or you change the setting. To change from Predictive or Progressive Dialing mode to Preview Dialing mode, the Campaign must be stopped and restarted.
A Preview Only license limits the use of OCS to this one dialing mode. A full license is required in order to run Campaigns in all dialing modes.
Note: The Campaign needs to be loaded in order to change the dialing mode and optimized parameter.
The dialing mode is used in conjunction with the values in the Optimization parameters and Optimization Target value fields.
Dialing Mode | Description |
Power GVP | Dial calls by issuing call requests. For more information, see the Outbound Contact Deployment Guide. |
Predictive | Dials calls from a calling list and predicts agent availability. Recommended for high-volume, low-value Campaigns. |
Predictive GVP | Note: This dialing mode is supported by OCS starting in release 8.1.2. |
Predictive with seizing | Used only with the Active Switching Matrix mode. Calls are dialed automatically, similar to Predictive mode. |
Preview | Dials calls from a calling list only when an agent previews a calling list record and manually requests a call to be dialed. Recommended for low-volume, high-value applications, where individual ownership of accounts is the highest priority. |
Progressive | Dials calls from a calling list only when an agent is available. Recommended for low-volume, high-value Campaigns. |
Progressive GVP | Dials calls from a Calling List when a GVP port is available. This dialing mode requires SIP Server for placing outbound calls, rather than T-Server, and uses Voice XML applications for call processing. |
Progressive with seizing | Used only with the Active Switching Matrix mode. Calls are dialed automatically, similar to Progressive mode. |
Push Preview | Dials calls that are "pushed" to the agent's desktop using Interaction Server. |