Predictive dialling

The info about a campaign properties can be viewed and edited from the Call center module, by selecting the Campaign option. After pressing on the campaign name, the interface will display the Info button that, if pressed, will load the campaign info page.

The settings for the predictive dialling (automatic dialling) of the contacts can be viewed and edited by using the Predictive dialling tab, inside the campaign info page. The settings can be edited by pressing the Edit button, from the page menu. The button is visible only if the campaign status is set to INACTIVE (the campaign status is shown inside the Information tab and is different from the predictive dialling status, shown inside this page).

Campaign predictive dialling status can be set to:

Inactive

When the predictive dialling status is set to INACTIVE, the contacts inside the campaign can be called only by the agents, using the call centre interface.

Inactive predictive dialling
Inactive predictive dialling

Channel limit

The CHANNEL LIMIT status will set the campaign to self-dial the contacts, without exceeding the concurrent calls value. When this status is set, the campaign is not shown to the call centre agents, but only to the supervisors.

Active predictive dialling (channel limit)
Predictive dialling limited by the concurrent calls

The following properties can be set up:

Status
The status for the predictive dialling: channel limit.
Maximum concurrent calls
The maximum number of concurrent calls for this campaign. When this number is reached, no new calls will be started until an ongoing call is finished.
Time condition
The interval when calls can be started.
Destination
The Accolades entity where calls will be connected to, after the callee answers.