Outbound Dialer

Outbound Dialer is our Agent First product; meaning it will attempt the agent first before attempting to the customer. All other products are customer first where customer is attempted first.

Flow Details

1. Flow ID: It’s the default flow id which gets generated on creation of any new flow. It remains unique for every flow.

2. Flow Name: Flow name is auto generated in a sequence. While creating a campaign, user can edit flow name as required by clicking on “edit”.

3. Assign DID: DIDs are configured in “Set up”, these will be visible in the drop down list. DID needs to be selected to run the campaign. All the outbound calls will be triggered from the selected DID number. Same DID number can be associated with multiple campaigns.

4. Webhook for Account is: The webhook needs to be enabled, if flow variables are to be used, through another system via a webhook URL in the campaign. These flow variables can be used to broadcast information or make decisions. The webhook can be configured from the webhook section on the side panel.

5. Enable Webhook for Flow: To be enabled if flow variables are to be used which are to be fetched from any system via a webhook URL.

6. Enable Call Recording: Enable the button for activating call recording for all the calls in the campaign. If enabled, overrides queue/agent recording for escalations.

Flow Configurator

1. Flow Type: User needs to select whether the campaign is Marketing or Transactional. In Transactional campaign we can connect to DNC Numbers. In Marketing campaign we cannot.

2. Flow Type : There are two modes of automatic dialer. You can select any one from them. They are

• Manual Dial - In manual dial, the agent can enable 'Manual Break' and can dial the phone number of the customer. First the agent will get a call and once the agent gets connected, the customer will be dialed.

• Autodialer Mode - In 'Auto dialer' mode, as a user you can upload a list of customers to be called just like outbound multicast and first any agent of the selected queue will be called and once the agent gets connected, the customer from the uploaded call list will be called.

3. Enable Flow: Select where the flow needs to be enabled: testing or production. The testing flow only whitelisted contacts are allowed to use the service. Whenever a Transactional Outbound flow needs to be put in production. Submit for approval is required for transaction flow.

4. Web Service: Configuration of the API are listed which can be configured for using the services.

Business Hours

1. Call time configuration: Predefined business hours are available for selection. It can be configured as per requirement as well as customised.

2. Time Zone: Decides the hours of operation w.r.t the time zone. Time configured can either be as per the local time of the callee or as per a custom time zone.

3. Calling time past the dialing time: If the calling time has past the dialing time, the user can either reschedule the call in the next dialing time or reject the call request. This call is rescheduled to maximum of 10 times.

Flow Designer

Designer is a drag and drop functionality which makes configuring any campaign very easy. There are multiple widgets available. Each widget has its specific functionality listed on the widgets section.

In order to create an outbound dialer flow, you need to configure connect widgets as follows

Start → Agent Connect → Make call (in line 0). This will connect agents before connecting to customers.