DSC Predictive Dialer
OVERVIEW
DATABASE SYSTEMS CORP. (DSC) has
developed a fully functional hardware/software predictive dialer known as the PACER
Series. In the past, DSC has
provided predictive dialing capability to its customers using general purpose phone
switches such as ASPECT and LUCENT (G3). Although these solutions are very functional,
they tend to be expensive. As a result, DSC designed its own predictive dialer using industry
standard components (INTEL Pentium Processors, MICROSOFT WINDOWS NT Server, and DIALOGIC
Telephony Cards). Using these relatively inexpensive components, DSC can now
provide call
centers with predictive dialer hardware at a fraction of the cost of other commercial
predictive dialer products.
With this affordable
predictive dialer, many small and medium call centers and Telemarketing service agencies can provide
their organizations and customers with the same high volume dialing capability that, in
the past, was only available with rather expensive phone systems and dialers. And by using
industry standard components, these centers can rely on local service and support groups
to provide any needed hardware maintenance and replacement assistance at more affordable
rates.
DATABASE SYSTEMS CORP. has been
in business for over 20 years and has been providing call center software solutions for
more than 10 years. As a software developer, DSC has taken a unique approach to designing
the DSC predictive dialer. This dialer is fully integrated with TELEMATION, a call center
software solution. The combination of these two products provides call centers with one of
the most functional and cost effective Predictive Dialers on the market today.
TELEMATION INTEGRATION
The true power of a
predictive dialer is the
ability to dial a group of numbers at a rate that optimizes the performance of a call
center group. It must also attempt to reach the maximum number of individuals at the most
effective contact time. A simple predictive dialercannot achieve this goal by itself. At
best, it takes a list of phone numbers and dials them at a rate that can effectively keep
a set of call center agents busy while minimizing nuisance calls. TELEMATION provides
management with the tools necessary to optimize agent performance and manage the call
lists required to feed the predictive dialer. Some of the features of TELEMATION that
support the operation of the DSC predictive dialer are:
Call List Management
Campaign Management
Site Control Parameters
Operator (TMR) Parameters
Operator Statistics
Campaign Statistics
The Call List Manager is an effective tool
for managing the list of phone numbers to be dialed. With this system, the TELEMATION
Systems Administrator can define an unlimited number of call lists that feed the DSC
Predictive Dialer. These lists can be prioritized based upon start and end dates as well
as the time of day. Unique search criteria can be established so that demographic
information about the person to be called can be used. Call back date and time can also be
used as criteria for establishing a list.
Other features of TELEMATION enhance the
operation of a call center (when used with the DSC Predictive Dialer). These include a
complete campaign administration system, which provides the systems administrator with the
tools required to create and manage an unlimited number of call campaigns. Complete
operator (TMR) control is provided by TELEMATION, which can manage the availability and
status of each TMR. TELEMATION also provides the systems administrator with a complete set
of system, campaign, and operator statistics for management feedback and control. A
comprehensive reporting system is also provided within TELEMATION.
These are just a few of the features of
TELEMATION.
DSC PREDICTIVE DIALER
The initial implementation of the DSC
predictive dialerperforms Outbound Predictive Dialing functions (as well as other
functions such as Preview and Progressive dialing). Limited Inbound capability is
available with this system including some ACD functionality. More complete inbound
features will be available in future releases.
The Stand-alone predictive dialersystem is
comprised of the following components:
INTEL Pentium III Processor
This processor is the primary
predictive dialerServer (running Windows NT) which hosts the DSC control programs and Switch API
Library.
MICROSOFT WINDOWS NT
The WINDOWS Operating System controls
the predictive dialer Server. All programs that execute on this server are under WINDOWS
control.
DIALOGIC Telephony Boards
The DSC predictive dialerServer is
housed in a cabinet containing the INTEL Pentium II Processor (as well as supporting CD
ROM, tape and communications systems, etc.). Industry Standard DIALOGIC Telephony Boards
also reside in this same cabinet and are interconnected to the INTEL processor. These
Telephony Boards physically connect outside phone lines (Digital or Analogue) and inside
phone sets (headsets).
DSC Switch Program
DATABASE SYSTEMS CORP. has developed the
Switch Control program that is maintained on the DSC predictive dialer Server. This
program interfaces to the DIALOGIC boards to control the phone functionality and maintains
the user interface for the switch control and reporting functions.
Switch Control Database
The Switch Control Database resides
on the DSC predictive dialer Server. It contains Trunk specification, Station status
information, and certain ACD record information as well as other control data. The Switch
Control Database is managed by the Systems Administrator and can be updated on a real-time
basis using the Switch Management Control Program.
Switch API Library
The Switch API Library is a
collection of functions used to communicate with and control the switch program. Some of
the basic functions controlled by this library are:
Switch Logon and Logoff
Set TMR Availability Status
Make Phone Call
Make Predictive Phone Call
Get Phone Switch Event
Disconnect A Call
Place And Retrieve Call On Hold
Transfer A Call
Connect An Inbound Call
3-way Conference
Monitor Station
TELEMATION (ACDMON) Control
Program
This is a TELEMATION program that
also resides on the DSC predictive dialerServer and uses the Switch API Library to
control the phone switch. The actual predictive dial pacing logic is contained in this
program. It requests phone numbers to be dialed from the List Manager residing on the
TELEMATION Server. ACDMON paces the dialing sequence of these numbers based upon an
algorithm dependent upon control parameters and system performance.
The following is a sample screen used by the
Systems Administrator to control the operation of ACDMON:
Outbound Call Information Screen
DSC PREDICTIVE DIALER W/ GENERAL PURPOSE
SWITCH
The DSC predictive dialerworks well in a
predominantly Outbound Call Center. There are centers that manage both inbound and
outbound campaigns and require a general purpose phone system for its operation. DSC
currently supports many of these switches in TELEMATION using the following protocols:
TSAPI
TAPI II
ASPECT CALL BRIDGE
The DSC predictive dialerwill interface
with these switches in conjunction with the above protocols as well as DIALOGIC’s
CT-CONNECT.
The advantages of the DSC predictive dialerworking with a General Purpose Switch are many, but the disadvantage may be cost.
Sophisticated ACD features, Voice Recording, Voice Mail, Internet Access, and Auto
Attendant are just a few of the options available with most phone systems. General purpose
phone switches vary in expense and in size. Some of these switches (as referenced in the
Overview) already have Predictive Dial capability, yet the upgrade to include this
functionality usually exceeds the cost of a separate Predictive Dialer.
DSC PREDICTIVE DIALER / PHONE
SWITCH
DSC's predictive dialer
incorporates both predictive dialer features as
well as general phone system options. These include:
Complete ACD and Call routing features
ANI and DNIS support
Auto Call Attendant
Voice Mail
Voice Recording
Internet Support
Conferencing
Paging
Call Forwarding
Do Not Disturb
Intercom
Caller ID
IVR
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