Admin Accounts

To create or modify an Admin account go to the main menu area on the left and click on Accounts. On the right, click View in the selection box for Manage Administrator Roles and Permissions. After the list of accounts is presented, you may Add Administrator or select an item to open the corresponding details pane where you can review and modify as needed. Refer to the following picture.

An Admin account has the following configurable characteristics:

Following is a list of the different Admin account Roles available, together with what each can access:

Apart from admin role, the admin user's access permission can be customized by selecting items in the Modules pull-down menu, which overrides default role permissions. To keep default permissions for the assigned role, none of these items should be selected. Refer to the following picture.

The list of customized permissions available in the Modules pull-down menu include the following:

The following pictures show the other items that can be configured, per previous explanations.

Agent Accounts

To create or modify an Agent account go to the main menu area on the left and click on Accounts. On the right, click View in the selection box for Manage Agents. After the list of accounts is presented, you may Add Agent or select an item to open the corresponding details pane where you can review and modify as needed. Refer to the following picture.

An Agent account has the following characteristics:

Teams

A Team allows you to group agents by Skill Group, so you can filter certain activities such as managing agents or their dial lists.

To create or modify Teams go to the main menu area on the left and click on Skill Groups & Teams. On the right, click View in the selection box for Build and Manage Teams.

Select an existing Team or create a new one. This will present you a list of Skill Groups, which can be expanded to see Agents assigned that Skill Group. You can then drag and drop Skill Groups from the Available side to the Assigned side, and vice versa. Refer to the following pictures.

Agent Skills

It is very important to define Agent Skills and Skill Groups and carefully consider each of the options, as they are a key tool for the system to determine how to assign, route, and distribute calls, as well as to decide what to display or make available to Agents.

To create or modify Skills / Skill Groups go to the main menu area on the left and click on Skill Groups & Teams. On the right, click View in the selection box for Create and Manage Skills.

In addition, further below you can make Skill Groups active on a Campaign by selecting the Campaign from the Available list and move it to the Active list. That interface allows you to just scroll through the full list of available Campaigns, filter the list, or even search for a specific Campaign by typing a search string in the search field.

Let's start by switching to the Agent Workspace to assign roles and permissions to agents with a particular Skill. There’s an extensive set of capabilities that can be turned on and off for Agents via their assigned Skills. They’re grouped as follows: Agent Display, Outbound, Inbound Call Queues, Training Mode, Trainee Notifications, Data, and Tools. Let’s look at them one by one.

Refer to the following pictures.

The first group is Agent Display; let's look at that.

Here's a description of each Agent Display option:

Now let’s go to the next tab to access the Outbound capabilities; refer to the following picture.

Here's a description of each Outbound option:

Next let’s go to the next tab to access the Inbound Call Queues capabilities; refer to the following picture.

Here's a description of each Inbound Call Queues option:

Next let’s go to the next tab to access the Training Mode capabilities; refer to the following picture.

Here's a description of each Training Mode option:

Next let’s go to the next tab to access the Trainee Notifications capabilities; refer to the following picture.

Here's a description of each Trainee Notifications option:

Next let’s go to the next tab to access the Data capabilities; refer to the following picture.

Here's a description of each Data option:

Next let’s go to the next tab to access the Tools capabilities; refer to the following picture.

Here's a description of each Tools option:

Bucket Dialing Mode

The DialedIn solution to provides the option to allow certain agents to be assigned outbound calls (dial out) from multiple Campaigns. This can be done by enabling the Bucket Mode option for a Skill Group.

If the Bucket Dialing option is not set, the agent will typically be assigned calls only from the Campaigns selected at log in time (or any campaign switched to thereon), i.e., from one single Campaigns.

Following are the conditions for and the effects of the Bucket Dialing option:

1. Bucket Dialing is an option for a Skill Group and therefore affects any Agent with the corresponding Skill.
2. For Bucket Dialing to take effect, each and all of these conditions must be met:
1. Bucket Mode for the Skill must be set to ON.
2. Active List of Campaigns for the Skill must not be empty.
3. Campaigns in the Active List should have a value for Lines Per Agent greater than zero (0); at least one of them must.
4. The Accept Calls from Other Campaigns option for the Skill must be selected.
3. If all conditions are not met, Bucket Dialing does not affect dial out call assignment for Agents with the corresponding Skill.
4. If all conditions are met, Agents with the corresponding Skill will get calls from Campaigns in the Active List.
5. Bucket Dialing works along other dialing rules, such as Playlist Builder, Skill Priority, Dial Priority, and other rules applicable to multi-campaign dialing.

It should be noted that the benefits of Bucket Dialing go beyond the feature by itself. As we stated above, Bucket Dialing works along other features that may be configured individually for each Campaign or group of Sub-Campaigns thus offering a wealth of possibilities.

To give perspective to this flexibility, think about a Bucket Dialing setup that includes multiple Campaigns, where each one has its own Playlists and/or Dial Priorities. Or, even more interesting, when Skill Priority is involved, in which case some of the Campaign’s Sub-Campaigns will be affected by the priority corresponding to the Skill alongside the Bucket Dialing rules.

Keep in mind that flexibility usually adds complexity to a setup process, which in turn requires additional planning. Therefore, it is important to think over and plan the strategy carefully, so the end result of any rule combination is clearly understood and matches the intended result.

Setting up Bucket Dialing is done through Skill Group configuration, as shown in the following pictures.

My Extensions

The purpose here is to document information related to external soft phones that may be used instead of the embedded one (do note that this is being phased out, and current setups only use the embedded soft phone). The information here is read-only; if applicable, a DialedIn technician will populate in the system the relevant information that would be displayed here.

To create or modify Extensions go to the main menu area on the left and click on Accounts. On the right, click View in the selection box for Manage Extensions.

Default Campaign Profile

The following settings are included:

Refer to the following picture.

Default Outboud Settings

The following settings are included:

Refer to the following picture.

Default Inboud Settings

The following settings are included:

Refer to the following pictures.

Default Agent Settings

The following settings are included:

Refer to the following picture.

Campaign Profile

The first tab presented in the Campaign Settings pane is Campaign Profile. Refer to the following picture.

The following settings are included:

Following is a description of each campaign type:

Campaign Outbound Settings

Next are Outbound Settings. Refer to the following picture.

The following settings are included:

Following are the Dialing Mode Options:

Following are the Dial Sequence Options:

Following are the AMD Detection Options:

Campaign Inbound Settings

Next are Inbound Settings. Refer to the following picture.

The following settings are included:

Campaign Agent Settings

Next are Agent Settings. Refer to the following picture.

The following settings are included:

Sub‑Campaigns

A sub-campaign is an optional component that helps define a smaller list of contacts within a campaign to allow for more granular actions on outbound calls. Some examples are to only call contacts in one or more sub-campaigns, prioritize groups of contacts (leads) on a per-sub-campaign basis, etc.

We can see sub-campaigns while still in the Create & Manage area of Campaigns; just expand a campaign by clicking on the ‘+’ icon next to it. If there are any Sub-campaigns, they will now be listed below the Campaign; now click on a Sub-campaign. A new sub-panel will open on the right side, showing the Outbound Settings that can be modified for the Sub-campaign (refer to Campaign Settings for their explanation). Refer to the following picture.

Do note that you cannot add Sub-campaigns here, since Sub-campaigns are created on actual records (in other words, there cannot be empty Sub-campaigns). In order to add Sub-campaigns, therefore, we retrieve Campaign records, select one or more of those records, and assign them to a Sub-campaign; new Sub-campaigns are created on-the-fly, when needed, from that point.

This is performed through Call Records (Views); the first thing needed is to select the Campaign where we want records assigned to a Sub-Campaign. Pull-down the top-left menu and select a Campaign; then click on Search. Refer to the following pictures. You can also use additional features or go to Advanced Search; refer to the Call Records (View) chapter for a complete description.

At this point, the list of records for the searched Campaign will be shown; now select one or more records to add to a sub-campaign, right-click to open an actions menu, and select Edit Selected.

A new window panel opens up; verify the number of records selected, and then go to the Sub-campaign drop-down menu and select New Sub-campaign (alternatively, an existing sub-campaign could be selected by scrolling down the menu). Then select Custom and enter the name for the new Sub-campaign and Save it. Refer to the following pictures.

Additional Actions

In the Campaign window panel, an actions menu can be opened by clicking on the ‘actions‘ Hamburger Button; it’s a context menu, therefore the selections from the menu will depend on which item in the list is selected. Refer to the following picture.

Following is a description of each menu option.

Dial Priority

Dial Priority is a mechanism to prioritize calls within a Campaign. It is based on Sub-campaigns; specifically, the active status of the sub-campaigns, the ordering of the active sub-campaigns, and the weight (percentage) of each active sub-campaign. Keep in mind that if a campaign doesn’t have sub-campaigns, or it has sub-campaigns, but none marked active, the system dials in random order from the full set.

Keep in mind that if Dial Priority is defined for a Campaign, all and every call for that Campaign, for every agent handling calls for that Campaign, will be bound by the Dial Priority. If you don’t want these rules to apply anymore, you must remove the corresponding Dial Priority.

To configure dial priorities go to the main menu area on the left and click on Outbound Dial Strategies. On the right, click View in the selection box for Dial by List Priority.

After selecting a campaign, its sub-campaigns appear split into two areas; the right area shows the Sub-campaigns that are selected to be active for this rule, while the left area shows those that have not, but still available for selection. You can click-and-drag sub-campaigns from one side to the other, or click-select (single or multiple) sub-campaigns and use the action item icons between the two panels; click on the icon to perform the corresponding action (Add, Add All, Save, Refresh, Remove All, Remove).

After saving (click on the Save icon), the system will be set to dial in random order from the active sub-campaigns (or the full set if no sub-campaigns or no active sub-campaigns); this assumes that all the switches in the top part of the window panel are in the OFF position (more about that later). Refer to the following picture.

To assign a percentage of records to handle for each active sub-campaign, click on the Utilization switch button in the top area of the window panel. After that switch is set to the ON position, each sub-campaign in the active state is shown with a scroll-menu for you to set the percentage. Refer to the following picture.

When the Utilization switch is ON, each Active Sub-Campaign is presented with a percentage selector, which should add to 100%. Each allowed combination of the switches (Utilization, Active List Order, and Grab Bag) will produce a unique way of selecting and prioritizing records from the selected (Active) sub-campaigns, as explained in the ”Prioritization Mechanisms for Dial Priority and Skill Priority” sub-section.

Note that the graph with percentages in the area above of the Available and Active sub-campaigns represent totals for all sub-campaigns, for both the Available side and the Active side. For example, if there were two sub-campaigns in the Available side, say S1 and S2, with S1t the total contacts in S1 and S1a the available contacts in S1, and similarly for S2, the graph for Available represents (S1a+S2a) / (S1t+S2t). The other graphs follow a similar logic.

Keep in mind, as well, that there are Campaign Settings, i.e. Dial Sequence, that affect how the system selects the records for each campaign/sub-campaign (e.g. New Leads Dialed First), within the percentages specified, according to the switch setting rules. Refer to Campaign Settings and to Prioritization Mechanisms for Dial Priority and Skill Priority”.

Skill Priority

Skill Priority allows performing skills-based dialing by defining outbound dialing priorities for a specific Skill; every agent assigned that Skill will get outbound calls according to the corresponding Skill Priority, bypassing the standard Campaign to which the Agent signs into. It works by defining priorities to a selected list of Sub-Campaigns; these Sub-Campaigns can be from any Campaign.

Keep in mind that if Skill Priority is defined for a Skill, all and every call related to that Skill, for every agent that has that Skill, will be bound by the Skill Priority. If you don’t want these rules to apply anymore, you must remove the corresponding Skill Priority.

Before we go any further, you should be aware that your version of the solution may have an enhancement that allows you to (1) use Skill Priority for inbound calls, as well, and/or (2) define Skill Priority for a full Campaign by just using the priority rules configured in a corresponding Dial Priority rule and/or a filter in a Playlist. We present both cases hereafter.

First, the original solution options.

To configure dial priorities go to the main menu area on the left and click on Outbound Dial Strategies. On the right, click View in the selection box for Dial by Skill Priority.

After selecting a skill, sub-campaigns from all campaigns appear split into two areas; the right area shows the Sub-campaigns that are selected to be active for this rule, while the left area shows those that have not, but still available for selection. You can click-and-drag sub-campaigns from one side to the other, or click-select (single or multiple) sub-campaigns and use the action item icons between the two panels; click on the icon to perform the corresponding action (Add, Add All, Save, Refresh, Remove All, Remove).

In essence, Skill Priority is allowing you to combine dialing records that belong to different Campaigns, but through their Sub-Campaigns (those in the Active list); all within a common “dialing cache” and prioritization rule. The Campaign rules applied to each call are those where the original record belongs (the Campaign under which the related Sub-Campaign belongs), irrespective to which Campaign the Agent is logged into.

Now, the enhanced solution options. In the enhanced solution, Skill Priority is expanded to include both outbound and inbound calls.

Let us first start with the end result of defining a Skill Priority rule, including the enhancements:

• Agents with a Skill that is associated with a Skill Priority rule are only assigned calls
• for Sub-campaigns set as Active for the Skill Priority rule, and
• However, if the Dial Priority switch is enabled, the lists and filters used are the ones
• defined in the Dial Priority rule for the corresponding Campaign (any lists and filters here would be overridden)
• If Filter Calls is enabled and a Playlist is selected, only calls that meet the playlist criteria are considered, whether there are Active sub-campaigns or not, and
• Calls for those Sub-campaigns and/or Filters are only assigned to Agents with the Skill associated with that Skill Priority rule.

Applying Skill Priority to inbound calls is an optional and additional step to outbound Skill Priority for the associated Skill. This is enabled on the Skill itself, by turning on an option to apply those Skill Priority rules to inbound calls, as well; in essence, the associated Skill Priority rules defined for outbound calls are also applied to inbound calls if the Skill is enabled.

In summary, the enhanced version of Skill Priority covers the following:

• A Skill can have an associated Skill Priority.
• A Skill Priority can be assigned a list of Sub-campaigns (i.e., Sub-campaigns are made active for that rule) with associated ordering and prioritization rules (in the case of outbound calls) for Contacts in those Sub-campaigns.
• Unless the Dial Priority switch is enabled, in which case the ordering and prioritization rules are those defined for the corresponding Dial Priority rule.
• The list of Sub-campaigns can be from any Campaign (i.e., not limited to a single Campaign).
• Unless the Dial Priority switch is enabled, in which case the list used is on a campaign basis, per the corresponding Dial Priority rule.
• The Skill Priority rule can also use a Playlist to filter the calls (Playlist is defined under Playlist Builder), whether there are active Sub-campaigns or not.
• Agents with the corresponding Skill are assigned calls according to the associated ordering and prioritization rules; refer to “Prioritization Mechanisms for Dial Priority and Skill Priority” for details.
• Each call is handled by the Agent in the context of the Campaign where the record resides.
• Each Skill may be associated with a different Skill Priority rule; a Sub-campaign can be active on more than one Skill Priority rule, in which case the Sub-campaign will be handled according to the ordering and prioritization rules specific to the Skill Priority applicable for each case (a Skill Priority dialing cache is in place as long as an Agent with the associated Skill is logged in).

It is important to understand what happens when Agents are no longer available and/or there are no more contacts available in the Skill Priority Sub-Campaign(s).

The following behavior cases should be taken into consideration. First, let’s make these simple assumptions for illustration purposes:

• Skill Priority Rule 1 (SPR-1) includes Sub-Campaign AA (SCM-AA) and is active
• SCM-AA resides in Campaign A (CM-A)
• Skill 1 (SK-1) is associated with SPR-1
• Agent 1 (AG-1) has SK-1 and is logged in
• Agent 9 (AG-9) has Skill Other (SK-Other), and SK-Other is not associated with any Skill Priority rule
• AG-9 is logged into CM-A
• No other agents are logged in

No-Agent Case – no more Agents with the associated Skill are logged in anymore:

• At one point, AG-1 logs out with the following effect:
• The dialing cache for SPR-1 is removed, which includes SCM-AA items
• The items in SCM-AA, however, are still callable through its parent campaign, CM-A
• AG-9 is logged into CM-A and therefore SCM-AA may be assigned to AG-9 based on the campaigns dialing rules.

Empty/Exhausted Sub-Campaign Case – no more callable items in the Skill Priority rule Sub-Campaigns:

• For simplicity, assume the only active Sub-Campaigns for SPR-1 is SCM-AA
• At one point, SCM-AA does not have any more callable items resulting in the following:
• Since SK-1 is associated with SPR-1, and AG-1 has SK-1, AG-1 can only get calls associated with SCM-A
• Since there are no more callable items in SCM-A, AG-1 becomes idle and gets no calls whatsoever.

Sub-Campaign active in multiple Skill Priority rules Case – a callable item is a candidate for loading in more than one Skill Priority dialing cache:

• A callable item will not be permitted to be in more than one dialing cache at any given time in order to avoid calling it multiple times without meeting required wait times
• After the callable item is added to a dialing cache, the dialing cache is active, and the item has not yet been dialed, the item is made unavailable for adding it to another dialing cache.

Refer to the following pictures.

Selection and prioritization of records from the selected (Active) sub-campaigns follow the same rules as in Dial Priority. Refer to “Prioritization Mechanisms for Dial Priority and Skill Priority” for details.

Next, we discuss Skill Priority on inbound calls.

The same Skill Priority rules for outbound calls can be applied to inbound calls, as well. To do so, the Skill itself has to be enabled, and that is all that is needed, to incorporate Skill Priority rules for inbound calls.

The way it works for inbound calls is as follows. The calling number from the inbound call is looked up in the system to determine whether it is part of a Sub-campaign and/or Playlist. If so and the Sub-campaign is active on a Skill Priority rule, or the Playlist enabled, then the associated Skill is also checked to determine if it is enabled to Apply Skill Priority Rules for Inbound Calls. If it is, it looks for an available Agent with that Skill (otherwise just continues with standard inbound call handling). If the Skill is enabled and an Agent with that Skill is available, it routes the call to the Agent, otherwise it treats the call as if No Agent is Available.

To configure a Skill for inbound Skill Priority, go to the main menu area on the left and click on Skill Groups & Teams. On the right, click View in the selection box for Create and Manage Skills, select the corresponding Skill, switch to the Agent Workspace, move to the Inbound Call Queues tab, and check the Apply Skill Priority Rules for Inbound Calls option. Refer to the following pictures.

Prioritization Mechanisms for Dial Priority and Skill Priority

In the previous sections we presented Dial Priority, which performs Contact (lead) record prioritization based on Sub-Campaigns from a single Campaign, and a similar capability, Skill Priority, which is rather based on all Sub-Campaigns and assigned to a Skill.

In this section we present guidelines about how Contact (lead) records are selected and ordered (i.e. prioritized) for dialing out, which apply to both Dial Priority and Skill Priority.

Campaign Settings

When Dial/Skill Priority is not taking place, Dial Sequence dictates how to prioritize Contact records in the Campaign as a whole. To be precise, Dial Sequence is actually a secondary criterion; the primary criterion happens under-the-hood (and not configurable) based on number of call attempts (records with the least call attempts go first). Following is an example.

Following are all the options available for Dial Sequence Criteria. Notice that only the Second Criterion is configurable; the First Criterion is implied and not visible, and is included in this explanation just for proper understanding of the applicable behavior.

The following table provides a reference of all possibilities that will be addressed here.

At a high level, the process of handling Dial/Skill Priority has two parts: (1) Select records from one or more Sub-Campaigns using a selection criterion, and (2) Prioritize/sort the selected records using a sorting criterion.

Part (1) itself consists of two steps: (a) determine how many records to get from each sub-campaign, and (b) determine which records to obtain from each sub-campaign (i.e. selection priorities).

For the only purpose of providing an explanation and presenting examples, in this section we use the terms Grab Prioritization and Bucket Prioritization with the intention to identify which criterion is used during each step. Let’s be clear that these terms are not used within the GUI but are just used to help in the explanations in this section. Grab Prioritization determines what to select, while Bucket Prioritization determines how to order the records selected.

With that in mind, refer to the following table.

Primary identifies the first criterion to use, while Secondary provides a tie breaker if it becomes necessary. To give an analogy, you could have a set of people to select from, and decide to use their last name as the primary criterion for selection, but if you have two names with the same last name, you could use the first name as secondary criterion.

GUI Priority Switches

The user interface for Dial Priority and Skill Priority present a set of switches whose ON/OFF setting determine the selection and prioritization mode to be applied. This section explains the modes corresponding to each allowed combination of these switches. Refer to the following picture.

Therefore, let us start by summarizing the allowed switch combinations and the resulting mode. Do note that the mode is just a short ‘description’ of what the switch combinations represent, just for the purpose of this section, and not an actually presented in the Management Console GUI.

The sub-sections that follow provide a description of the selection and ordering behavior for each of these allowed combinations.

CASE 1: Weighted Distribution / Random Order

This case occurs when the following switch settings are used:

This case is about selecting chunks at a time of Contact records; we will call these chunks Buckets. We fill the bucket with Contact records from the specified Sub-Campaigns; the number of records that we grab from every campaign to fill a bucket is determined by the percentage (weight) assigned to each specified Sub-Campaign. Obviously, we should make sure that these percentages add to 100%.

The following priorities are applied:

As we have previously discussed, the first step is the selection process. The Primary Grab Priority (PGP) used in this step is to grab records with the lower number of call attempts (ATTEMPTS_LEAST); if more records than needed satisfy this criterion, the needed number of records is selected using the Secondary Grab Priority (SGP), which is set to be RANDOM (among those that satisfy the PGP).

After the bucket is filled with the selected Contact records, the records in the bucket are ordered (prioritized) using the Primary Bucket Priority (PBP), which in this case is set to be of a random order (RANDOM). Notice that since PBP is random, there is no need for a Secondary Bucket Priority (SBP).

This process is repeated one bucket at a time.

The following picture provides a pictorial example of how this case works.

CASE 2: Combined List / Random

This case occurs when the following switch settings are used:

In this case, rather than thinking about buckets, we should think about a continuous list of records, even though this list may be split in pieces for performance purposes (but has no impact on the selection an ordering logic) as the example later in this section shows.

In this case, the selection criteria are applied to the combined set of all the Contact records from all the included Sub-Campaigns as a whole.

The following priorities are applied:

This case is all about the selection process. The Primary Grab Priority (PGP) used in this step is to grab records with the lower number of call attempts (ATTEMPTS_LEAST) from the combined list of all included Sub-Campaigns; records with the same number of call attempts are then ordered (prioritized) using the Secondary Grab Priority (SGP), which is set to be RANDOM.

The dialing list is then filled with the selected Contact records, which are already ordered (prioritized), hence there is no need to apply a Primary Bucket Priority (PBP) or a Secondary Bucket Priority (SBP) on the dialing list.

The following picture provides a pictorial example of how this case works.

CASE 3: List Order

This case occurs when the following switch settings are used:

In this case, rather than thinking about buckets, we think about a continuous list of records, as well, even though this list may be split in pieces for performance purposes (but has no impact on the selection an ordering logic) as the example later in this section shows.

For this case, we work with one Sub-Campaign at a time; we select all the records from one Sub-Campaign before we move on to the next Sub-Campaign. The Sub-Campaign to be used first and which one follows is determined by the order in which they are arranged in the GUI by the user.

On a per Sub-Campaign basis, the selection criteria are applied to the complete set of Contact records from that Sub-Campaign.

The following priorities are applied:

Once again, this case is all about the selection process. The Primary Grab Priority (PGP) used in this step is to grab records with the lower number of call attempts (ATTEMPTS_LEAST) from the complete set in the Sub-Campaign whose turn is next; records with the same number of call attempts (which we refer to as Bags in the pictorial example) are then ordered (prioritized) using the Secondary Grab Priority (SGP), which is obtained from the corresponding Campaign’s Dial Sequence setting.

The dialing list is then filled with the selected Contact records, which are already ordered (prioritized), hence there is no need to apply a Primary Bucket Priority (PBP) or a Secondary Bucket Priority (SBP) on the dialing list.

The following picture provides a pictorial example of how this case works.

CASE 4: Combined List / Oldest First

This case occurs when the following switch settings are used:

In this case, again, rather than thinking about buckets, we think about a continuous list of records, even though this list may be split in pieces for performance purposes (but has no impact on the selection an ordering logic) as the example later in this section shows.

In this case, the selection criteria are applied to the combined set of all the Contact records from all the included Sub-Campaigns as a whole.

The following priorities are applied:

This case is all about the selection process, as well. The Primary Grab Priority (PGP) used in this step is to grab records with the lower number of call attempts (ATTEMPTS_LEAST) from the combined list of all included Sub-Campaigns; records with the same number of call attempts are then ordered (prioritized) using the Secondary Grab Priority (SGP), which is set to be AGE_OLDEST.

The dialing list is then filled with the selected Contact records, which are already ordered (prioritized), hence there is no need to apply a Primary Bucket Priority (PBP) or a Secondary Bucket Priority (SBP) on the dialing list.

The following picture provides a pictorial example of how this case works.

Playlist Builder

As previously mentioned, a Playlist is a mechanism that allows us to filter Contacts, or leads, for the purpose of discriminating among the complete set of Contacts in a Campaign, in order to execute focused calls. This could be useful when we want to keep all the Contacts in a Campaign, but at a given time only call a set of those Contacts that meet a more focused set of criteria; we build Playlists for that, using the Playlist Builder. These Playlists are to be assigned to Campaigns (refer to Campaign Profile) to put them into effect. Do note that a Playlist supersedes any Dial Priorities that may have been set up.

We tell the DialedIn CCaaS system how to build a Playlist through a Playlist Builder, by indicating how to select records using Filters applied on the records. For example, create a list from records identified with a specific ‘Campaign’ AND a specific ‘Rep’, AND where the Contact address is in a specific ‘State’. The following picture depicts such a filter set definition.

The previous example translates to the following:

• _user_guide_filter_1 AND _user_guide_filter_2 OR _user_guide_filter_3

which resolves to:

• _user_guide_filter_1 AND (_user_guide_filter_2 OR _user_guide_filter_3)

which effectively expands into:

• ((Campaign=training) AND (Rep=’testagent’))>
• AND>
• ((State CONTAINS Florida) OR (State CONTAINS florida))>

The rules are as follows:

• Rule 1: The logical operator defined for a filter block is applied between the current filter block and the filter block that follows it
• Rule 2: The logical operator for statements within a filter block is always AND.

Refer to the following picture.

To configure a Playlist, go to the main menu area on the left and click on Outbound Dial Strategies. On the right, click View in the selection box for Build Playlist. Then select an existing list from the top-left pull-down menu or create a new list by clicking on the Add New Playlist button, or the Add New Filter, top right. Refer to the following pictures.

As you can see, we have a list of Available Filters on the left panel; when someone creates a Filter, they are made available for use in defining any Playlist. On the right panel we have a list of Active Filters, which represent those Filters that are part of the current Playlist.

You can move Filters between the Available Filters and the Active Filters areas, which effectively builds a Playlist; this can be done either by drag-and-drop or using the action icons between the two window panels.

To add a new Filter, click on the Add Filter button, which pops up a new dialog window. Type the filter name, select the logical operator (AND, OR) to be used between this Filter block and the one that would follow; then create statement lines by clicking on the new item editing area and enter or select the appropriate values. Hit ENTER or click Update to apply changes. Refer to the picture below.

Each resulting Filter is a group of one or more conditional statements (lines) to which the AND logical operator is applied between each statement; if you have condition statements A, B, and D, your Filter would be interpreted as “A AND B AND C”.

Operators:

The following default formats need to be considered for the rules to be properly interpreted:

• Date – should be in the following form: MM/DD/YYYY, where MM is the two-digit month number, DD is the two-digit day of the month, and YYYY is the four-digit year.
• State – should be in the following form: where XX, which represents the official two-character abbreviation representing a USA state.

To make a Playlist definition to be available for Campaigns, you must check the List Active checkbox. Refer to the following picture.

You can assign a Playlist definition to a Campaign, which effectively sets the corresponding parameter in Campaign Settings Settings; or you could just do it directly in

You can assign a Playlist definition to a Campaign, which effectively sets the corresponding parameter in Campaign Settings Settings; or you could just do it directly in Campaign Settings at any time, as long as List Active is set.

Agent Dial List

Admin users can create and manage special lists of numbers (Contacts) to call, assigning them to specific agents. The agent’s Skill must be enabled to Use Dial Lists; when enabled, the Agent Client GUI will provide the ability to access the assigned lists and call a Contact in one of those lists.

To configure Dial Lists, go to the main menu area on the left and click on Outbound Dial Strategies. On the right, click View in the selection box for Create Agent Dial Lists. Then pull down the Select Agent menu found in the top left of the presentation area and select one of the agents in the menu. Then pull down the Select List menu next to it and select a list, if available. Refer to the following picture.

If the selected list is not empty, it will show the numbers already included in the list; in addition, if a number in the list has already been dialed, it will show a check-mark in its left-most column, as well as the date, time, and duration of the last call; otherwise, it will just show a question-mark.

You can either add a new list by clicking on the Add New List (‘+’) icon, or edit the list by clicking on the Edit Dial List (pen) icon. Refer to the following picture.

After clicking on the Add New List (‘+’) icon you’ll be able to type the name of the new list on the name field; new icons will also appear, Save and Cancel, so you can save the new empty list or cancel the operation. Refer to the following picture.

You are now able to add numbers to the newly created list; you do this, with any list, by clicking on the Edit Dial List (pen) icon. Refer to the following picture.

A text area is now enabled for editing; you can either type phone numbers (one per line) or paste them in. It is recommended that phone numbers are entered without spaces, parenthesis, or dashes; the system will properly format them for display after you save the list.

You can Save Dial List, Cancel, or Clear Dial List by clicking on the appropriate icon (top-right of the window panel). Refer to the following pictures.

Dialing Rules

Sometimes the original number for a Contact is not the best or right number to call, for one reason or another, and a call attempt results in Wrap-up Code indicating some kind of failure reaching out to the Contact; to handle those cases, the DialedIn CCaaS system allows creating and configuring Dialing Rules that go through an alternate progression of numbers, in the case that the disposition or wrap-up code in the Contact record matches one in a corresponding list (Disposition Set).

The alternate phone numbers to progress through are identified by the Phone Fields included in the rule; in other words, the system looks for a match against the value of one of the fields of type Phone listed in the Disposition Set.

The Dialing Rule is defined by creating an ordered list that indicates, with each item in the list, what field value to check in the Contact record, in the case that one of the dispositions (in a Disposition Set) match the Contact’s current disposition.

We’ll go through these two steps in more detail, but first, there’s one more step needed, which is to assign the Dialing Rule to the appropriate Campaign; refer to Campaign Profile for that.

So, first, we need to define a Disposition Set; multiple sets can be used. To do this, go to the main menu area on the left and click on Outbound Dial Strategies. On the right, click View in the selection box for Create Dialing Rules, then look first at the Disposition Sets. You will see a list of disposition sets, if previously defined.

To create a new Disposition Set, click on Add Disposition Set. Then enter name and description, and click on the configuration icon for Dispositions in order to add dispositions to the set. Refer to the following pictures.

Now, we need to create the other part of the Dialing Rule, which identifies the phone fields to consider (go through). To do this, we work on the Dial Through part of the screen to select or add the list to go through. Refer to the following picture.

To create a new one, click on Add Dial Through. Then enter title (name) and description, and pull down the Advance Table (Custom Data) menu to select the list that contains the phone fields to be considered. You may need to Save at this point, in order for the next step to be effective.

Next is to create the list of phone fields to be referenced and link them to a Disposition Set; click on the Configuration icon next to Phone Fields, which will open a new window where we can add one or more fields of type Phone and couple them with a Disposition Set, indicating that the dispositions on that set trigger the use of that field to determine which number to dial. The set also includes a Sort Order value (larger number dials first). Refer to the following picture.

Quick Redial

With the DialedIn Quick Redial feature you can quickly and automatically call again (redial) numbers that meet certain criteria, for example, -calls that returned a busy signal or went to an answering machine.

Multiple Quick Redial rule-sets can be defined at the system level, and a campaign can be enabled with one of them. A Quick Redial rule-set can have multiple rules, where each rule provides two conditions to meet, attempt number and disposition (call status), and defines how long to wait (delay) before the redial is performed if the conditions are met. For example, if attempt number 1 returns a busy signal (disposition/call status), wait 10 minutes, then redial.

Quick Redial is a prioritization condition, therefore the involved number is put in the priority queue and dialed immediately when the wait time concludes. This, of course, considers time zone, schedules, and callability settings, meaning that other broader settings, like being outside calling hours, will prevent the redial from taking effect.

A Quick Redial rule-set can include multiple rules, which are entirely at the discretion of the administrator implementing them, including whether there is any overlap among them. This is important to understand because overlaps usually cause overflows, since the ChaseData system will apply a rule independently of the other rules. For example, if a rule indicates a Fast Redial after 10 minutes for attempts 1, 3, and 5, while another rule indicates a Fast Redial after 5 minutes for attempt 4, it will execute all of them (10-min delayed fast redial for attempts 1, 3, and 5, AND 5-min delayed fast redial for attempt 4).

Both system and non-system dispositions can be used for a Quick Redial rule. An implication of this is that even manual calls can be fast redialed, if the disposition of that call and the call attempt match a rule.

The number used as Caller ID is unchanged for a redial (same as for the call attempt on which the quick redial is performed).

Let us now go through the process of defining and enabling Quick Redial for a Campaign. You will notice that you need some building blocks before Quick Redial is enabled for a Campaign. But for the purpose of understanding the purpose and end result first, here we present the feature from the top down, starting at the Campaign settings, and then looking at the underlying building blocks as we go along. In some cases, these building blocks will already be available, but in most cases, particularly the first few times, you will need to address them first.

With that in mind, the first thing is to enable the campaign for Quick Redial, which we do in the Advance Dialing Rules & Strategies area of the Outbound Settings of Campaign Settings for the campaign desired (refer to the corresponding Campaign section). Here we pull down the Quick Redial menu and select a previously created Quick Redial rule-set. Refer to the following picture.

To do this, go to the main menu area on the left and click on Outbound Dial Strategies. On the right, click View in the selection box for Create Dialing Rules,

Now, let us review where this Quick Redial rule-set is defined. To do this, go to the main menu area on the left and click on Outbound Dial Strategies. On the right, click View in the selection box for Create Dialing Rules, then move to the Quick Redial area.

This area lists all Quick Redial rule-sets available. Click on the desired one to review or edit, or add one by clicking on the Add Quick Redial button. This will open a new window showing the title (name), description, and a link to the Redial Rules, which in turn shows the corresponding Attempt List.

Refer to the following pictures.

Each Attempt List is composed of three parts; the call Attempts to be checked against a disposition in the Disposition Set, and the Wait Time (in minutes) of delay after that attempt before executing the quick redial.

These parameters can be edited by clicking on each field (or a new Attempt List can be created); in the case of Attempt and Wait Time, just type the desired values, while for Disposition Set a pull-down menu lists available ones previously defined.

The Attempt parameter can be a single attempt number (e.g., “2”), a range of attempt numbers (e.g., “1-4”), a comma-separated list of attempt numbers (e.g., “2,4,6”), or a combination (e.g., “1-3,5,8”).

Now, let us move to Disposition Sets. This area lists all disposition sets available, which can be reviewed or edited by clicking on the desired one. This will open a new window with the title (name), description, and a link to all Dispositions included in this Disposition Set, whihc is accessed by clicking on the configuration icon.

A new Disposition can be added, deleted, or seleceted/deselected. Any system and non-system available disposition can be used in the set.

Refer to the following picture.

In summary, based on the examples in this article, the campaign User-Guide-Documentation has Fast Redial enabled using the fast redial test Fast Redial rule-set, which includes two Attempt Lists. One of those lists indicates that on attempts 1 through 3, if the resulting call disposition matches one in the fastredial Disposition Set, wait for 5 minutes and then redial the number (assuming there are no other conditions preventing it, like outside of dialing hours, contact is not callable, etc.).

So, for example, if a corresponding number is called for the first time, which is attempt #1, resulting in a disposition of CR_CNCT/CON_PAMD, the system will wait 5 minutes after which it will immediately redial the number (using the same Caller ID from attempt #1).

Outbound Voice Prompts

Outbound Call Management often requires recordings to be played to the called party, such as when leaving voice mail. These messages can be configured from an audio file (e.g. MP3 upload) or from a TTS audio script (previously defined Script).

To access the setup area, click on the wheel icon on the right side of the top area of the GUI (a.k.a. the Setup menu), above the Quick Search field, which will disply the Setup menu. Find the Settings section and click on Voice Settings to navigate to Setup › Voice Settings. Refer to the following pictures.

When the Voice Settings panel is displayed, click on the Outbound Voice Prompts tab and the list of voice prompts, if any, is displayed. To add a new one, click on the Add button, whihc will open a configuration panel. To upload an audio file, click on the Upload button; if instead TTS is to be used, pull down the Select Audio Script and select a pre-defined script (refer to Scripts article). Then continue to the next fields to select the applicable Campaign, Sub-campaign, and Rep associated with this voice prompt. Next, select what is the message going to be used for (multiple selections are possible); refer to the table that follows for a description of each option. Finally, use the Active switch to have the voice prompt enabled or disabled.

Refer to the following picture.

Voice Prompt Usage Options:

There are two special tone notifications that can be customized to utilize a user-provided recording; they are referred to as Custom Outbound Notifications, which are played to the agent when the applicable conditions apply. They are as follows:

• _BEEP_ : This is a notification that is played to the agent when the system dials a call automatically (outbound, not including Progressive). The default beep can be modified by creating an Outbound Voice prompt, naming it _BEEP_ (file name of the custom recording).
• _HANGUP_ : This is a notification that is played to the agent when a call hangs up for any reason. The default beep can be modified by creating an Outbound Voice prompt, naming it _HANGUP_ (file name of the custom recording).

Greetings and Announcements & Call Routing

Taking into consideration that for inbound calls to be directed appropriately we may need to interact with the caller to determine the right path, we should configure voice messages for the corresponding greetings and announcements.

There are two groups of voice messages; Inbound Voice Prompts are triggered by an event (e.g. initial greeting when call is first connected) and may request an action from the caller (e.g. leave voicemail); IVR Prompts are played as response to a caller action or selection.

When you click View in the selection box for Greetings and Announcements & Call Routing, you are presented with two tabs, Inbound Voice Prompts (first in focus) and IVR Prompts.

Let’s first look at Inbound Voice Prompts; here we have the list of voice greetings/messages associated with a type of event (Event) and tied to either a campaign, ring group, extension, or skill (Assigned To). Refer to the following picture.

To add a new item, click on the Add button, which will open the configuration panel. Included is a pull-down menu to Choose Event Type, and options to either Upload an audio recording or to Select Audio Script (for Text-To-Speech, or TTS). The Event Empty Recording switch allows you to define a rule that is triggered and proceeds to the Termination action without the need for a prompt. Refer to the following picture.

The Assigned To item provides a pull-down menu with all possible Campaigns, Ring Groups, Extensions, and Skills, so you can associate the event to one of them. In other words, you are indicating to use this prompt when the associated action (e.g. routed to an Extension) takes place.

For example, a Call Queue may be associated with a Campaign, which may have a voice message assigned; but if during the call an action is taken to route to an Extension, the corresponding voice message associated with that Extension is played instead, if there’s one.

Termination specifies what action to take after the voice message for this event is played. Delay provides the time in seconds to wait before the Termination action is taken.

The Active switch enables this voice prompt; it’s possible to just provision the message and save it for later without making it active.

Following are the available IVR Event Types.

Following are the available Termination Options.

Now let’s look at IVR Prompts; these are the response voice messages to play against inbound callers’ interactions. These IVR Prompts are assigned to Call Flows as Post Messages; typically, this message is only needed when a Call Flow response rule (a row representing a digit-pressed option) is not configured to route anywhere.

To configure, select the IVR Prompts tab.

To add a new item, click on the Add icon, which will open the details panel, where you can configure a message to be played, either using an audio recording or a Text-To-Speech (TTS) script. Either Upload an audio file (i.e. MP3 file) or select a pre-defined Audio Script (TTS) from the pull-down menu (refer to Scripts section). The Active switch allows you to enable or disable the message. Save to apply the update.

Refer to the following picture.

Inbound Call Queues⁄Ring Groups and Call Flows

When you click View in the selection box for IVR Call Flows & Call Queues, you are presented with two tabs, Assign Queues and IVR-Call Flows.

Let’s first look at Assign Queues (select that tab if not already in focus), where we have the list of pre-provisioned DIDs. Here, you define the Source DID as a Ring Group, giving it queue properties (Call Queue). Refer to the following picture.

The Parameters for each Call Queue are as follows.

Let’s now look at IVR-Call Flows (select that tab if not already in focus); here we have the list of rules that apply to every desired combination of DID (Assigned Number) and caller response to the IVR options (Digit Pressed>), which is what triggers the rule. If we group the rules for one Assigned Number, we have the Call Flow for tat Assigned Number (DID). Refer to the following pictures.

The Parameters for each Call Flow are as follows.

The Routes To Actions options are as follows.

The possible Routes To Action Parameters are as follows.

Route by Call Source

When you click View in the selection box for Route by Call Source, we can configure inbound numbers to be treated in a special manner (e.g. hang up to a known spam number, direct a special customer to a specific agent or skill, etc.). To do so, we configure the rule based on the caller ID of the inbound call.

Note that a Campaign may be set to Ignore Route by Call Source, which will effectively turn off these rules.

Refer to the following pictures.

To put it into perspective, you may want to check that if you receive a call from a number with caller ID 555-111-0000, which corresponds to a lead (Contact) found in Campaign-A, and arrives on 888-555-4444, where 888-555-4444 is associated with Campaign-X, then send it to the specific agent Extension-N.

The Parameters for each rule are as follows.

The possible Termination Modes are as follows.

The possible Termination Data values are as follows.

Custom Data

Since DialedIn CCaaS deals with Campaigns associated with Outbound Calling and Inbound Contact Center, the collection and management of Contacts, or leads, is of essence. For that purpose, the system provides a minimum set of important contact data fields considered necessary for the effectiveness of the solution; but DialedIn understands that every business has its own additional data that needs collecting, maintaining, and making decisions upon, and therefore the DialedIn CCaaS solution provides the flexibility for defining additional fields that correspond to those needs. That is what Custom Data is about, expanding and customizing the solution with additional fields to collect data, store it, and act upon it.

Note that all system-provided and custom data can be referenced for agent displaying (Call Info screen), as well as for information gathering during inbound and outbound call handling activities; the custom data definitions, together with page scripts, define and enforce whether a field is to be displayed, required, read-only, list-selectable, etc.

Before defining Custom Data, it’s important to know first what fields have already been defined by the system, so not to create duplicates and the confusion it would cause. It’s also important to understand that these system-defined fields are permanent and non-replaceable; they should be used for what they represent in order to ensure proper behavior of the system.

So, following is the list of System-Provided Contact Fields available for every Campaign.

Custom Data is defined on its own in packages (tables) to make them available to any campaign (see Custom Table under Campaign Profile). To configure them, go to the main menu area on the left and click on Campaigns; on the right, click View in the selection box for Define Custom Data. Now, either select an item to modify, or click on the Create Table button to add new table, whihc will open the table details pane. Provide a Table Name and an optional description. AFter you Save and are back in the list of tables, you can click the corresponding configuration icon for Advanced Fields; this in turn will open the Advanced Table Fields pane, where you can Create Fields or update existing ones. Refer to the following pictures.

Following is the description of every column in Advanced Table Fields.

Following are the Field Types available.

After an Advanced Table (Custom Data) has been defined, it can be assigned to a Campaign (see Campaign Profile), corresponding contact records can be uploaded (see Data Import), and uploaded/updated records can be searched/viewed (see Lead and Call Records/Views).

Scripts

Here we discuss Scripts, which allow extending information displaying and gathering with custom forms and fields (e.g. custom HTML pages during call handling), as well as integrations with external systems (e.g. data transfer with external CRMs), and Text-To-Speech (TTS) messages (audio scripts).

To access the setup area, click on the wheel icon on the right side of the top area of the GUI (a.k.a. the Setup menu), above the Quick Search field, which will disply the Setup menu. Then click on Scripts. This will open its configuration window, showing the current list of (custom) Scripts available; you can either modify an existing Script by clicking on it, or add a new one by clicking on the Create Script icon. Refer to the following pictures.

Following is the description of each parameter of a Script definition.

Following are the possible Script Locations.

Following are the possible Script Types.

Wrap‐Up Codes

On top of system-generated codes (System Dispositions), application-specific dispositions (referred to as Wrap-Up Codes or Agent Dispositions) specific to your own business can be defined. A wrap-up code can then be assigned to one or more Campaigns, so when a call is handled the wrap-up code is made available to the agent to set the status of the lead/contact record.

The definition of Wrap-Up Codes should be planned carefully in order to not create confusing duplicates, while on the other not make codes available where they do not make sense. For example, we may decide that Not Interested should be common to all campaigns, while, say, Already Ticketed should only be applicable to, for example, a Summer Vacation campaign.

To configure Wrap-Up Codes, go the main menu area on the left and click on Define Wrap Up Codes. You can either add a new one by clicking on the Create Code button, or modify an existing one by clicking on it. In both cases the Wrapup Code details panel will be presented. Refer to the following pictures.

Following is the description of each parameter for Wrap-Up Codes.

Following are the possible Wrap-Up Code Types.

Following are the possible Wrap-Up Code Locations.

Conference Numbers

In some cases, an Agent may want to conference another party (agent) during a call. To control who can be conferenced and under what conditions, the DialedIn CCaaS system provides the ability to designate Conference Numbers, optionally limited to a particular Campaign; that way, an Agent can select one of those third parties to conference in during a call, if needed. Additionally, the DialedIn CCaaS system can optionally enable a Conference Number to also accept Blind Transfers.

To access the setup area, click on the wheel icon on the right side of the top area of the GUI (a.k.a. the Setup menu), above the Quick Search field, which will disply the Setup menu. Find the Settings section and click on Conference Numbers to open the list of conference numbers. Click on a number to edit, or click on the Add Conference Number button to create a new one; in both cases the Conference Number details pane will open.

Refer to the following pictures.

Following is the description of each parameter for Conference Numbers.

Caller IDs

The DialedIn CCaaS system allows defining a specific Caller ID to be displayed to a called party during Outbound call handling. In most cases, this is the Default Caller ID defined in the Campaign Settings. Here we look at how to define a list of possible Caller IDs and setting certain conditions or restrictions on when they can be used (i.e. State, Campaign, Sub-campaign).

To access the setup area, click on the wheel icon on the right side of the top area of the GUI (a.k.a. the Setup menu), above the Quick Search field, which will disply the Setup menu. Find the Settings section and click on My CallerID, which opens the list of caller IDs to view or edit.

Refer to the following pictures.

Following is the description of each parameter for My CallerID.

Deter SPAM

Due to the nature of their business, DialedIn customers legitimately generate large volumes of calls in the attempt to qualify their leads and follow up; this level of activity may cause spam filters to confuse these legitimate efforts with actual spam and flag the involved telephone numbers. To help alleviate this side effect, the DialedIn solution is provides a feature that limits the use of Caller ID numbers in terms of occurrence and time periods; it’s called Deter SPAM.

When this feature is not used, a Caller ID number is selected for a call without consideration to how often it is used. With this feature, the usage of Caller ID numbers is taken into account under a number of conditions to reduce the probability of the number being confused with spam.

Without the Deter SPAM feature, the system selects the Caller ID to be displayed, as follows:

1. Check Default Caller ID in Campaign Settings.
1. If there is a Default Caller ID in Campaign Settings, use it as the Caller ID and skip to step 4.
2. If there is no Default Caller ID in Campaign Settings, proceed to Analyze Matching Criteria.
2. Analyze Matching Criteria — the numbers in My CallerID are looked up to find matches to a selection criterion (the match is based on the to-be-dialed number); selection criteria is an ordered list, which is worked from top to bottom until one selection criterion is a match for one or more numbers in My CallerID; refer to the table of selection criteria (rules) further below.
1. If one or more numbers match a selection criterion, use one of them as the Caller ID and skip to step 4; When multiple numbers in My CallerID match a corresponding criterion, these numbers are used in a random fashion as the Caller ID.
2. If no number matches any selection criteria, proceed to Check Default Caller ID in Default Settings.
3. Check Default Caller ID in Default Settings:
1. If there is a Default Caller ID in Default Settings, use it as the Caller ID.
2. If there is no Default Caller ID in Default Settings, no Caller ID is available.
4. Make call, if permitted.

The following picture provides a graphical representation of the decision logic.

When we use Deter SPAM, we enable it at two levels:

1. First, we must enable Deter SPAM as a feature; when we do that, we must also specify the Campaigns for which Deter SPAM is enabled/active -we could simply indicate that it's for the whole account, meaning all Campaigns.
2. We must also individually enable with Deter SPAM each number in the list of My CallerID that we want to be included in the selection process for relevant Campaigns that have Deter SPAM enabled/active. To be clear, if a Campaign has Deter SPAM enabled, only those numbers in My CallerID that also have Deter SPAM enabled will be considered in the Caller ID selection process.

As a result:

• Only numbers with Deter SPAM enabled are used for Campaigns with Deter SPAM enabled.
• Only numbers with Deter SPAM disabled are used for Campaigns with Deter SPAM disabled.

When we use Deter SPAM, we effectively filter the My CallerID list before we apply the matching criteria.

The process starts when a call is to be made (dial out), at which time the Campaign determines what entries (caller ID records) in My CallerID are to be parsed to find one that best meets all conditions and criteria; if the Campaign has Deter SPAM enabled (ON), then only those entries (caller ID records) in My CallerID that also have Deter SPAM turned ON, if any, will be considered as the caller ID for the call; conversely, if the Campaign has Deter SPAM disabled (OFF), then only those entries (caller ID records) in My CallerID that also have Deter SPAM turned OFF, if any, will be considered as the caller ID for the call. So, basically, at this first step we (conceptually) divide My CallerID in two sets and pick the one that interests us.

When we have our set, we compare every entry (caller ID record) against an ordered matching criterion set, which we will represent in this document as a Matching Criteria Table, and assign each caller ID record to one row of that table; the row assigned is the best match, which is the first row, from top to bottom, that matches.

Then, for each set of caller IDs that match the same row in the Matching Criteria Table, which we will call Matching ROW, we select only one by applying a priority rule (if Deter SPAM is ON) or randomly (if Deter SPAM is OFF). At this point we should have one or more Matching ROWs with a single entry (caller ID record) each; if it is more than one row, we apply an additional priority rule if Deter SPAM is ON.

The steps are as follows:

1. Check Default Caller ID in Campaign Settings. IF there is one defined:
   1. Use the campaign's Default Caller ID as the Caller ID (proceed to step 3).
2. ELSE (no Default Caller ID)
   1. Check if Deter SPAM is enabled as a feature and active on the Campaign in question, or if Deter SPAM is enabled system-wide (for the group/account) (refer to the next Figure). IF enabled and active for the campaign:
      1. IF at least one entry (Phone) in the My CallerID list has Deter SPAM enabled:
         1. Using those entries (phones) enabled, find the best match(es) against the Matching Criteria Table from top to bottom (1 to 20); a match is when an item meets all conditions in the row; the best match is the first row that produces a match.
            1. IF more than one entry generates a best match for a given Matching ROW, select only one for that Matching ROW by applying the following priorities:
               • [1]: Least Usage within current cycle, per value for Used (times).
               • [2]: Least Total Usage, per value for Total Usage.
               • [3]: Least Lock Count, per value for Locked (times).
               • [4]: My CallerID list order.
         2. IF there is more than one Matching ROW (with one entry per row), select only one by applying the following priorities:
            • [1]: Least Usage within current cycle, per value for Used (times).
            • [2]: My CallerID list order.
         3. Caller ID is ready to be used for calls (proceed to step 3).
      2. ELSE (no phone has Deter SPAM enabled)
         1. No Caller ID is to be used (proceed to step 3).
   2. ELSE (Deter SPAM not enabled/active)
      1. IF at least one entry (Phone) in the My CallerID list does NOT have Deter SPAM enabled:
         1. Using those entries (phones) enabled, find the best match(es) against the Matching Criteria Table from top to bottom (1 to 20); a match is when an item meets all conditions in the row; the best match is the first row that produces a match.
         2. IF more than one entry generates a match, select only one randomly.
         3. Caller ID is ready to be used for calls (proceed to step 3).
      2. ELSE (no phone has Deter SPAM not enabled)
         1. No Caller ID is to be used (proceed to step 3).
3. Make call, if permitted, using the appropriate Caller ID (if available).

The following pictures provide a couple of basic graphical examples of the decision logic.

It is important to emphasize that if Deter SPAM is enabled as a feature, but there are no numbers in My CallerID also enabled with Deter SPAM, there will be no match and therefore no Caller ID available. Conversely, if Deter SPAM is not enabled as a feature, but all numbers in My CallerID are enabled with Deter SPAM, there will be no match and therefore no Caller ID available.

My CallerID Number Selection Criteria

As we previously stated, before Deter SPAM is to be taken into consideration, each number in My CallerID is first analyzed against the number-to-be-called to determine which numbers, if any, meet a criterion to be considered as Caller ID for the number-to-be-called. The following list provides an ordered list of criteria, which is applied from first (1) to last (20) until one criterion is met.

Following is the Matching Criteria Table

Enable Deter SPAM as a Feature

The previous paragraphs describe how numbers are selected from My CallerID to be used as the Caller ID for a call, but we also mentioned that we need to enable Deter SPAM as a feature, as well, so those numbers in My CallerID that are enabled for Deter SPAM get treated accordingly.

To access the Deter SPAM feature configuration we click on the configuration/settings icon next to the Deter SPAM column in My CallerID. Refer to the following picture.

This pops up a new window with the following Deter SPAM Configuration options.

It is important to understand how Days or Minutes are counted when used for Maximum Usage Duration and Blocking Duration. The important considerations being the following.

• Days are accounted for as calendar days, and not as 24-hour periods, therefore a day is accounted for no matter at what time in the day usage or blocking starts the first time in the cycle.
• The very first day in the cycle starts anytime between 00:00 and 23:59.
• All other days that follow start at 00:00.
• All days end after 23:59.
• Minutes are counted without special considerations.

The following example use cases demonstrate how Days are used when selected as the option for Maximum Usage Duration and Blocking Duration:

The following example use cases demonstrate how Minutes are used when selected as the option for Maximum Usage Duration and Blocking Duration:

No‑Call States

The DialedIn CCaaS system can be configured to disallow calls to certain states and/or area codes for all Campaigns or for certain Campaigns. This can be enabled when data is loaded into the system, so not to import leads that match the restriction; or it can be enabled just when calls are made, so allowing to import the leads, but not allowing to make calls on those leads.

To access the setup area, click on the wheel icon on the right side of the top area of the GUI (a.k.a. the Setup menu), above the Quick Search field, which will disply the Setup menu. Find the Settings section and click on No Call States, which opens the list of caller IDs to view or edit.

Click on an item to edit, or click on the Add Call State button to create a new one; in both cases the Call State details pane will open.

Refer to the following pictures.

Following is the description of each parameter for No Call States.

Pre‑Defined Integrations

The DialedIn CCaaS system provides a rich set of integration possibilities, but in this section we’ll focus on setting the parameters needed (e.g. login info) for the system to be able to communicate with some of the typical external systems.

In general, it is advised that DialedIn is consulted to determine the specifics of your integration needs and help you with them.

To access the setup area, click on the wheel icon on the right side of the top area of the GUI (a.k.a. the Setup menu), above the Quick Search field, which , which opens the list of caller IDs to view or editwill disply the Setup menu. Find the Settings section and click on Integration. Refer to the following picture.

The first integration point we look into is a mail system; for this case we need to tell the system how to connect to the mail system, including the email account. This provides the sender email account details used when sending emails from the DialedIn CCaaS system; e.g. a right-click on a lead (Contact) may present an option to email the lead details.

To configure the sender email account, click in the Email tab to display the corresponding setup window; enter the information as provided by your email provider. Refer to the following picture.

Now we look into Google Docs; for this case we just need the login information. Click in the Google Docs tab to display the corresponding setup window; enter the corresponding login information. Refer to the following picture.

Next is configuration of the API key for Blacklist Alliance integration. Click in the Blacklist Alliance tab to display the corresponding setup window, then enter your API key and save. Refer to the following picture.

After the proper API KEY is saved, the corresponding Campaign settings area becomes enabled (up to that point it was hidden) in Campaign Settings.

Blacklist Alliance Scrubbing

When the DialedIn CCaaS system is properly integrated with the Blacklist Alliance, and the check against it is positive, the number is scrubbed accordingly.

If the corresponding telephone number is scrubbed through this process, the DialedIn CCaaS system updates the corresponding Contact record with a disposition that conforms to the following format:

FTC DNC (‹code›)

The following tables list the possible values for ‹code›, which the DialedIn CCaaS system determines based on the information obtained from Blacklist Alliance.

And now we look at how to access the Do-Not-Call system (DNC.com); for this case we just need the login information.

Click in the DNC.com tab to display the corresponding setup window; enter the corresponding login information. Refer to the following picture.

After the proper login and account information is saved, and effectively have been synchronized with DNC.com, the corresponding Campaign Settings become enabled (up to that point they were hidden) in Campaign Settings.

DNC.com Scrubbing

When the DialedIn CCaaS system is properly integrated with the Do-Not-Call system (DNC.com), it checks against the DNC database when a call is to be attempted in Predictive and Progressive dialing modes; if the result is positive, the number is scrubbed accordingly.

If the corresponding telephone number is scrubbed through this process, the DialedIn CCaaS system updates the corresponding Contact record with a DNC disposition that conforms to the following format:

FTC DNC (‹code›)

The following tables list the possible values for ‹code›, which the DialedIn CCaaS system determines based on the information obtained from DNC.com, the DialedIn Campaign settings, and other logic.

First, those Allowed When It's a Manual Call.

Now, those Non-Callable.

Please refer to DNC.com to determine what constitutes an Existing Business Relationship (EBR), and other important rules; DialedIn provides tools that help you comply with regulations, but it is your sole responsibility to configure, verify and operate your setup in a compliant manner.

Also note that when we refer to DNC database, we’re referring to all applicable DNC lists as a whole. There are several types of DNC lists; there are state lists (several states have DNC lists). There’s a Federal list, referred to as the National DNC registry; and there’s a DMA (Direct Marketing Association) list.

There is also an Internal (in-house) list; the Telephone Consumer Protection Act (TCPA) requires each company engaged in telemarketing to maintain a list of numbers for persons who explicitly ask a company not to call them.

Setting Up API Tokens

API tokens are needed for authentication of HTTP GET Methods, as well as determining the corresponding subdomain.

The DialedIn solution provides the ability to import or update information using HTTP GET Methods. They can be used as wrappers for FORM actions, for example, when integration using PHP is not viable.

These methods are accessed via https://api.chasedatacorp.com/HttpImport/ and are explained under Integration.

The DialedIn solution allows you to create multiple tokens for the case when you need a different one for each of your vendors, for example, when you have them injecting leads independently. To create an API Token, select the API Tokens tab.

To add a new one, click on Click here to add new item on the grey bar on top of the list, under Token. This allows you to provide a Description or label for your token. Save your change and the new Token with its Description and corresponding dates are shown. Refer to the following pictures.

Keep in mind that when using a GET method, in addition to the API Token, you are required to provide the accid, which corresponds to the FQDN prefix (e.g. if customer/vendor FQDN is test.chasedatacorp.com, accid = test); refer to the integration section.

Chat

To configure chat groups go to the main menu area on the left and click on Chat Channels. Refer to the following picture.

First thing is to either select an existing Chat Channel configuration using the pull-down menu on the top-left and then clicking on the edit (pen) icon, or create a new one by clicking on the ‘+’ icon. You could also delete one by clicking on the trash icon.

The Chat configuration panel will show four areas, as shown in the previous picture; left and right are where you pick from (let's call it the Selection Area), and center (top and bottom) are what you've included (let's call it the Inclusion Area).

In the picture above, we have marked the Participant Selection Area with neon green, with a corresponding arrow pointing to the top of the Inclusion Area; in this case, the Everyone toggle button has been set, therefore all Possible Participants and Assigned Participants are greyed out (because it's irrelevant since we selected Everyone).

Referring to the picture above again, we have marked the Visible Selection Area with purple, with a corresponding arrow pointing to the bottom of the Inclusion Area; in this case, the Everyone toggle button has not been set (so it shows Selected instead), therefore everything is available to select as Visible, which is done by drag-and-dropping from Visible Selection Area (right) to the Visible Inclusion Area (center bottom); notice that you can expand groups in the Visible Selection Area so to select one or more specific users instead of a whole group.

Basic Configuration

There are many things that could be configured, but the first things we need to do is determine what we want to accomplish, at least for the initial get-up-to-speed phase. Following are some of the things that we need to take into consideration for basic system operation.

• Must have an Administrator account to get started; this is always performed by DialedIn as part of the new system setup.
• Additional initial accounts; should set up at least one Agent account with an associated Skill so any service (e.g. outbound calling) that is configured can be associated and actually be put to use (and tested).
• A Campaign, which defines actual service.
• A set of leads/contacts.
• Data fields specific to the business (in addition to the system-default Contact Info fields) that are expected to be part of a lead/contact record (Additional Contact Info).
• Wrap-up codes (beyond system dispositions).
• A phone number (DID) to make and/or receive calls; this is provided and configured by DialedIn.

As we can see from the diagram above, there are some dependencies that should be addressed in a sensible order. To be exact, some items are not strictly required, like Custom Fields, Skill, and Wrap-up codes, but a practical scenario seldom makes sense without them; similarly, the DialedIn CCaaS system provides a default Script Page, but it will just display the default contact fields (as well as custom fields), while most practical situations go beyond that.

You want to determine what an Agent will be capable/allowed to do before creating the Agent account; therefore, you should create a corresponding Skill first.

Refer to Setup Flow for more details.