Intreaction Dialer Manager Printed Help PureConnect Powered . - Genesys
Intreaction Dialer ManagerPrinted helpPureConnect powered by Customer Interaction Center (CIC)2018 R3Last updated May 11, 2018AbstractThis document explains what an administrator must know to manage Interaction Dialer effectively. Itcovers Interaction Dialer Manager configuation views and best practices that are beneficial to theeffective operation of the system.
Table of ContentsInteraction Dialer Manager Help.1Help System Organization .1Documentation Conventions.2Accessing Help .2Documentation Updates.2Automatic Dialing vs. Manual Calling .3Dialer in Interaction Administrator .3Interaction Dialer Manager .4Server Parameters. 301Access and Security Rights . 307Dialer Licenses . 320Dialer in IC Business Manager . 326Dialer in IC Business Manager . 326Dialer Views . 327Dialer Statistics . 383Dialer Reports . 395Interaction Dialer Administrator. 400Dialer Administration Concepts. 402Dialer Administration Concepts . 403Dialer Architecture and Database . 405Objects in Interaction Dialer Manager . 511Contact List Management . 518Campaign Management. 529Screen Pop, Scripting and Staging. 547Contact Times: Schedules and Zone Blocking . 558Automation Rules and Contact Policies . 573Skills-Based Dialing and Routing . 582Regulatory Compliance . 590Best Practices. 611Copyright and Trademark Information . 626i
Table of ContentsCopyright and Trademark Information. 626Compliance . 628Revisions . 628Interaction Dialer 2018 R3 . 629Interaction Dialer 2018 R2 . 629Interaction Dialer 2018 R1 . 629Interaction Dialer 2017 R4 . 630Interaction Dialer 2017 R3 . 631Interaction Dialer 2017 R2 . 631Interaction Dialer 2017 R1 . 631Interaction Dialer 2016 R4 . 633Interaction Dialer 2016 R3 . 634Interaction Dialer 2016 R2 . 636Interaction Dialer 2016 R1 . 637Interaction Dialer 2015 R4 . 637Interaction Dialer 2015 R3 . 637Interaction Dialer 2015 R2 . 637Interaction Dialer 2015 R1 . 638Interaction Dialer 4.0 Service Update 3. 638Interaction Dialer 4.0 Service Update 2. 640Interaction Dialer 4.0 Service Update 1. 645Interaction Dialer 4.0 GA . 646ii
Interaction Dialer Manager HelpInteraction Dialer is a client/server extension that adds automated dialing, manual calling, and campaignmanagement features to CIC servers. Since Interaction Dialer is a CIC application, it utilizes CIC'sarchitecture, feature set, and event processing engine. Campaigns can scale to hundreds of agents atone site or thousands across multiple locations. Campaigns can run simultaneously across multiple CICsites but are administered centrally. Interaction Dialer conducts campaigns by contacting a list of people according to a prescribedlist of rules.Interaction Dialer places outbound telephone calls for campaigns, plays audio files to answeringmachines, sends faxes to fax machines, and routes calls answered by a live person to anInteraction Attendant profile or directly to Dialer agents.Interaction Dialer's Manual Calling feature provides you with the ability set up a Dialer server tomanually call customers when the situation warrants non-automated calls.As you use this Help system to learn about Interaction Dialer, keep in mind that this product can beconfigured to operate in two different ways: 1) as an automated dialing system and 2) as a manual-onlycalling system. For more information, see the Automatic Dialing vs. Manual Calling topic.Help System OrganizationThis help system is divided into sections as follows:SectionDescriptionDialer in InteractionAdministratorThis section describes the features in the main Interaction Dialer userinterface, which is found in the Dialer container in InteractionAdministrator. You'll use the information in this section to learn howto create, configure and manage campaigns, scripts and contact listsas well as take advantage of a whole host of configuration featuresbuilt into the software. In addition, you'll find information ofconfiguring other Dialer related settings that exist in InteractionAdministrator.Dialer in IC BusinessManagerDialer AdministrationConceptsThis section describes the features that Interaction Dialer adds to ICBusiness Manager's Interaction Supervisor component. You'll use theinformation in this section to learn how to monitor every aspect ofan active campaign.In addition to the Interaction Supervisor component, IC BusinessManager hosts Interaction Dialer Administrator, which provides anidentical set of configuration controls as found in InteractionAdministrator's Dialer container.The section explains what an administrator must know to manageInteraction Dialer effectively. Topics are sequenced to introduceconcepts while building familiarity with the system.1
Interaction Dialer Manager HelpRevisionsSummary of changes made to this document.Documentation ConventionsIn this document, product titles are shortened for readability. Full titles are always used for clarity whenit is necessary to distinguish between similar sounding items.Full TitleCustomer InteractionCenterInteraction DialerAbbreviations used in this document"CIC""Dialer"Outbound Dialer ServerManual Calling ServerCentral Campaign Server"ODS", "Outbound Dialer", "Dialer Server""MCS", "Manual Calling feature", "Dialer Server""CCS", "Campaign Server"Advanced CampaignManagement"ACM"Interaction Dialer ManagerInteraction Scripter API"IDM", "Dialer Manager""Scripter", "Scripter API"Interaction Scripter .NETClient"Scripter Client", "Client", "Interaction Scripter Client", "InteractionScripter"Scripter in InteractionConnect"Interaction Scripter Client","Interaction Scripter"Copyright symbols ( ), trademarks ( ), registered trademarks ( ), and other signs and indicators areomitted from titles in this documentation. These indicators are declared for Genesys products in theCopyright and Trademark Information topic.TMAccessing HelpTo Open Interaction Dialer Help press F1 in Interaction Dialer Manager to open a reference topicdescribing the current view. Reference topics are linked to background information, feature overviews,and procedures where applicable. You can also press help buttons ( ) in the user interface.Since IDM plugs into application frameworks, pressing F1 in the host framework may open a differenthelp topic than expected. This can occur when the context of a display screen cannot be determined,when a common user interface element (such as a logon dialog for example) has focus. For best results,click help buttons where applicable.Documentation UpdatesDocument Revision History summarizes changes made to this document. For overall releaseinformation, see PureConnect Release Notes in the PureConnect Documentation Library.2
Dialer Manager HelpLast revision: May 11,2018Automatic Dialing vs. Manual CallingThe primary function of Interaction Dialer is to provide an efficient automated, predictive dialing system.However, to respond to industry needs, we have added a manual calling feature to Interaction Dialerthat in effect disables all of the automatic dialing capabilities. In other words, when using the manualcalling feature, the system can only make manual calls. You can choose how you want Interaction Dialerto work, either as an automatic dialer or a manual-only calling system, by installing the appropriatelicense. For more information, see the Dialer Feature License topic.When it comes to the documentation, the server that handles the calls is referred to as the OutboundDialer Server or ODS. When you use the manual calling feature, the server that handles the calls is alsoreferred to as a Manual Calling Server or MCS, in order to differentiate it from a fully automated dialingsystem. (However, other than being limited to only making manual calls, an MCS has the exact samefeature set as an ODS.)The distinction between an ODS and an MCS, means two things: First, there are options and functions described in this documentation that do not apply to aManual Calling Server.Second, there are options and functions described in this documentation that apply to both theautomatic Outbound Dialer Server and the Manual Calling Server configurations.To handle the first case, where appropriate we have expressly pointed out some of the differences youwill encounter when using a Manual Calling Server as opposed to using an automatic Outbound DialerServer. In the second case, when we are discussing options and functions that apply to bothconfigurations, we attribute those items to an Outbound Dialer Server or ODS.Dialer in Interaction AdministratorThis section describes the features in the main Interaction Dialer user interface, which is found in theDialer container in Interaction Administrator. You'll use the information in this section to learn how tocreate, configure and manage campaigns, scripts and contact lists as well as take advantage of a wholehost of configuration features built into the software. In addition, you'll find information of configuringother Dialer related settings that exist in Interaction Administrator.Recommending ReadingInteraction Dialer ManagerServer ParametersAccess and Security RightsDialer Licenses3
Interaction Dialer Manager HelpInteraction Dialer ManagerYou can configure Interaction Dialer campaigns and features using Interaction Dialer Manager (IDM), aplug-in for Interaction Administrator. You can also configure campaigns and features using InteractionDialer Administrator, which is a plug-in for IC Business Manager. While the host application (InteractionAdministrator or IC Business Manager) is different, the controls and features in Interaction DialerManager and Interaction Dialer Administrator are identical. Both provide access to each of the mainInteraction Dialer views: Campaigns, Scripts, and Contact Lists. They also provide access to the AdvancedInteraction Dialer container, which provides access to a host of specialized Interaction Dialer views.Most of this documentation will focus on configuring Interaction Dialer from within InteractionAdministrator.This section describes the options on each Interaction Dialer Manager view. A view is a configurationscreen that appears when you click a Dialer container in Interaction Administrator. IDM views configureInteraction Dialer objects.The primary Dialer Manager views are:Interaction Dialer viewsManages Campaign entries. Each entry is a collection of properties that tellCampaignsInteraction Dialer how to process a contact list.4
Dialer Manager HelpScriptsManages the base scripts that pop on agent desktops when calls are routed toagents.Contact ListsManages contact list entries. Each contact list entry is a collection of propertiesthat convey to Interaction Dialer details about the database table wherecontact phone numbers are stored.The advanced Dialer Manager views are:Advanced Interaction Dialer viewsDatabaseConnectionsContact ListFiltersRule SetsSchedulesSkill SetsPolicy SetsStage SetsGlobal DialerSettingsZone SetsDNC Sources5Manages database connections that allow a campaign to specify a contact list,without specifying any details concerning the location of that file.Manages Filter entries. Each entry defines the WHERE clause of a SQLstatement that selects a subset of records from a contact list. Filters areoptional.Manages Rule Sets that automate campaigns. Rules evaluate a statistic, time, orevent to determine whether to carry out an Action that affects the processingof a campaign. Rule Sets are optional.This view manages Schedules. A schedule is a collection of time settings thatdetermine when campaigns are running (on), not running (off), or partially on(placing only scheduled calls). Schedules are optional, but in practice they areoften used.This view manages Skill Sets. Each Skill Set maps a skill column in the ContactList to skills defined in CIC. A Skill Set manages skills from a Campaign's point ofview—by identifying which CIC skills will be used to select contacts to dial. SeeSkills-based Dialing for more details. Skill Sets are optional.This view manages Policy Sets, which provide low-level control over theprocessing of individual contact records. Policies control dialing/routing on acontact-by-contact basis before or after dialing. Business logic in a policydecides whether to place a call, and can set attributes that affect recording andpost-call processing. Policies can also send notifications such as emailmessages. Policy Sets are optional.The Stage Sets view manages the stages of a campaign call. Stages identifyeach segment of a call that statistics can be collected upon. Stage names andother attributes are saved in groups (called Stage Sets) that can be assigned toone or more campaigns. For background information, see Stages and StageSets. Stage Sets are optional, but in practice they are often used.This view manages settings that apply to all Outbound Dialer Servers known tothe Central Campaign Server.This view manages Zone Sets. A Zone Set is a collection of zone entries. Eachentry specifies when it is appropriate for an Outbound Dialer to call a particulartime zone—relative to the local time of the Central Campaign server. Zone Setsare optional, but in practice they are frequently used.This view manages DNC Sources. A DNC Source provides a list of telephonenumbers that should not be dialed. Interaction Dialer can scrub contact lists
Interaction Dialer Manager Helpagainst Do-Not-Call (DNC) lists to prevent contact numbers from being dialedby a campaign. DNC Scrubbing is optional, but strongly encouraged.Timezone MapDataThis view manages time zone map data sets for use with Dialer. When acampaign is configured to use a zone set, use of a time zone map dataset canbe enabled to enhance time zone blocking, a feature that prevents contactsfrom being called at undesirable times. See Time Zone Mapping for details.Timezone Map data is optional.Import/ExportConfigurationExports the Dialer Config.xml file to a development server or imports sectionsof Dialer Config.xml from a development system to a production server.CampaignsCampaigns viewThe Campaigns view manages Campaign entries. Each campaign entry is a collection of properties thattell Interaction Dialer how to process a contact list. A campaign defines how agents interact withcontacts (if at all) and specifies the dialing mode, sort order, and other items. For each entry, you ancontrol campaign settings (such as the whether the campaign is running or not) and edit campaignproperties, such as which contact list is dialed, or the script used by the campaign.The Campaigns view is divided into three panels6
Dialer Manager Help123The Campaign Entries Panel lists campaign entries. Buttons on the right side of the panel add,copy, paste, or remove campaign entries.The Campaign Execution Panel provides control over the running state of a campaign, whetherit runs in accordance with a schedule, or in a manually operated state. Here you can recycle thecontact list, recycle the campaign, and test to ensure that campaign settings are valid.The Campaign Properties Panel sets the individual options that make campaigns flexible andapplicable to specific campaign goals. Related settings are organized on tabs in a scrolling list onthe left.Campaign Entries PanelThe Campaign Entries panel displays a list of all the campaigns that are currently in the system as well astheir status. Fields in the header allow you to filter the list by any combination of campaign Name,7
Interaction Dialer Manager HelpWorkgroup name, or Calling (Dialing) Mode. On the right, you'll find a set of buttons that you will use toadd, copy, paste, or remove campaign entries.123Use the Name field to pare down the list, by specifying all or part of a campaign name, todisplay only matching entries. Click the funnel icon to specify whether filter text is containedwithin, starts, or matches campaign entry names.Pares the list by workgroup name. You can click the funnel icon to specify whether filter text iscontained within, starts, or matches campaign entry names.Selects campaign entries for a specific dialing mode (agentless, power, predictive, or preview).The toolbar contains four commands working with campaign entries:4 Adds a new campaign entry.Makes a copy of the selected campaign.Pastes copied campaign as a new entry.Deletes the selected campaign. (You will be prompted to confirm the delete operation.)Each row in this list corresponds to a campaign. Clicking a row opens that entry for editing. Foreach entry, four columns of information are listed:5 Campaign NameName of the Workgroup assigned to the CampaignDialing mode used by the CampaignStatus of the Campaign. This indicates whether it is running or not.Campaign Execution PanelThe Campaign Execution Panel displays the name of the campaign entry, followed by options thatcontrol the execution of the campaign. Campaigns can be Off, On and On with scheduled calls only. Inthat last mode, only scheduled and priority calls are generated. The contact list does not get recycledwhile the campaign is in scheduled only mode.8
Dialer Manager HelpCampaign Execution ControlsThis control displays the execution state of the campaign. If a schedule hascontrol over the campaign, status will be On or Off. When a campaign isrunning under manual control (not in accordance with a schedule) itsstatus will be Manual On, Manual Off, or Pause.1Textual statusindicator2Graphical StatusindictorVisually indicates whether or not the Campaign is running under Auto orManual control or in accordance with a schedule.3StartTurns the campaign on.Turns the campaign on for scheduled calls only. Places only agentscheduled calls. Ignores the campaign schedule.4 Auto-scheduled calls are not placed.Priority dials are still made.No regular calls are placed.When this campaign state is switched to, any cached contacts thatthe campaign will no longer call (regular calls, queued precise calls)are flushed from the cache back to the database.StopStops outbound dialing once the cache is empty. Ignores the campaignschedule. If you stop a campaign (by selecting Stop), rather than by clickingPause, agents must log on when the campaign is restarted by clicking thisbutton again. If you click the Pause button, you can resume the campaignby clicking Pause again, and agents won't need to logon. Outbound callingwill resume once agents change to available status.6Pause/ResumeTemporarily stops all outbound dialing activity for the campaign. All activecalls will complete, but no new calls will be generated. This command isused to temporally halt a campaign without requiring agents to log back inonce processing is resumed. When a campaign is Paused, no calls areplaced, but the record cache is maintained. To resume the campaign, pressPause again. Agents will not need to logon when the campaign resumes.7RecycleCampaignRecycle refers to the process of restarting the call selection process at thebeginning of the contact list. This can happen automatically after allrecords are processed, or manually in response to a Reset Campaign59On forScheduled CallsOnly
Interaction Dialer Manager Helpcommand. A recycle period is the time that Interaction Dialer needs toprocess all records in a contact list.8Reset CampaignResets a running campaign, The contact list will be processed from the topto reach parties that were not contacted in a previous pass. If majorsettings have been changed (DSN, Sorting or Filters, and so on), thecampaign is reset and restarted with the new configuration. This commandalso sets the count of recycles back to zero.Campaign Call List StatisticsInformation about the call list, including: 9Run TestTotal records in the contact list tableNumber of callable records after filteringNumber of records blocked by filtersNumber of un-callable recordsNumber of records with no phone numbersNumber of scheduled callsNumber of skill combinations in the contact list that arenot dialable.Data SampleA sample of callable record phone numbers, used to validate thephone number column selection. The data sample lists contact,sort, and filter columns to validate sort and filter criteria. The datasample is sorted and filtered exactly as your contact list will bewhen dialed. However, data for scheduled calls is not returned.Skill Sets RequiredA list of Skill Sets required by the campaign. This breakdown ofcallable records by skill makes it easy to verify skill configurationsassigned to the campaign.Campaign Properties PanelThe Campaign Configuration panel provides you with a set of controls and settings that you use toconfigure the various properties of campaign to meet specific campaign goals. This panel contains a setof tabs that break down all the tasks involved in configuring and managing campaigns. In addition , you'llfind that the majority of the tabs contain expandable screen sections that group related settings.10
Dialer Manager HelpThe key properties of a campaign include: Contact list used by the campaignScript used by the campaignCalling Mode (Predictive, Power, Preview, or Agentless)Which Outbound Dialer servers participate in the campaignHow to sort the contact list or filter the selection of recordsWhich Zone Set assigned to the campaign, or whether time zone mapping is performedHow callbacks are scheduledHow pacing is adjusted for abandoned callsMany other settings discussed in subsequent topics.How properties are organized on this screenThe table below lists the tabs and the sections on each tab, so that you can easily find the campaignproperties about which you want to learn.TabBasicConfigurationSections on theTabCampaign Name,Workgroup andScript SettingsDial SettingsTimezoneSettingsDescriptionEnter the campaign name, choose the workgroup, andspecify the agent script.Set campaign's dialing mode, dialing servers, call analysisoptions, and whether to adhere strictly to CIC's Dial Planor use one specific line group for campaign calls.Select zone set to use for Time Zone Blocking and timezone mapping optionsContact ListN/ASelect contact list, sort/filter criteria, DNC source, andwhether to enable Priority Dialing, which allows contactlist records added on the fly to be dialed immediately.Recall ControlAttempt ControlControl how many additional times Dialer will traverse thecontact list after dialing it an initial time. Set maximumattempt thresholds to limit the number of contact11
Interaction Dialer Manager HelpAuto-ScheduledCallbacksAgent Callbacksattempts after which a contact will no longer be called, orallow unlimited per-number, per-record, and per-daycontact attempts and set the status that Dialer will put theagent into when a Dialer call disconnects but has not beendispositioned.Configure campaign to automatically schedule callbackswhen it is unable to reach a targeted party for somereason.Set number of minutes to wait if the agent who owns acallback is unavailable at the scheduled callback time andset options that convert agent-owned callbacks to systemwide callbacks when agents are unavailable.AbandonsSkills and ACDAbandon RatePacingAdjustmentComply with Telemarketing Sales Rule (TSR) or othersimilar regulations by adjusting the pace of outbounddialing in response to real-time abandon statistics.Abandon y what this campaign considers an abandoned call tobe.Configure criteria analyzed by ACD formulas, to optimizeACD scoring and routing for a quence †CampaignGroupsCampaignSequenceSets workgroup-specific thresholds that automaticallydisable and enable prediction in blended environments.Configure a campaign to view skills in contact list records,to dial only those contacts that can be handled by theavailable agent pool.Configure a wave audio file to play when remote Scripterclient users logon to establish a persistent connection.Configure Schedule, Policy Sets, Rule Set, Stage Set andCall Analysis.Create and modify Campaign Groups.Create and modify a Campaign Sequence.If you have installed the Advanced Campaign Management Feature License in Dialer, you'll see theCampaign Sequence tab in the Campaign Properties Panel.Basic Configuration Tab12
Dialer Manager HelpBasic Configuration TabOptions on the Basic Configuration tab configure essential campaign settings. This tab contains thefollowing three sections:Campaign Name, Workgroup and Script SettingsEnter the campaign name, choose the workgroup, and specify the agent script.Dial SettingsSet the campaign's dialing mode, dialing servers, call analysis options, and whether to adherestrictly to CIC's Dial Plan or use one specific line group for campaign calls.Timezone SettingsConfigure Time Zone Blockin
Interaction Dialer is a client/server extension that adds automated dialing, manual calling, and campaign management features to CIC servers. Since Interaction Dialer is a CIC application, it utilizes CIC's architecture, feature set, and event processing engine. Campaigns can scale to hundreds of agents at
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