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predictive dialers and crm software
computer telephony software predictive dialer

Automatic Call Distribution
Predictive Dialer
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predictive dialers and crm software

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predictive dialers and crm software

DSC Tech Library

WIZARD Phone Systems

IVR systems interactive voice response This section of our technical library presents information and documentation relating to the WIZARD and PACER Phone systems. The PACER digital phone system supports T1 lines while the Wizard phone systems support analog phone lines. Both are PC based call center phone systems that are recognized as premier inbound and outbound computer telephony systems. Features such as automatic call distribution (ACD), Interactive Voice Response (IVR) and Voice Broadcasting have added a new dimension to the predictive dialer and auto dialer capabilities of these systems. These computer based dialing systems can perform various types of auto dialing campaigns simultaneously. These types include Predictive Dialing, Progressive Dialing, Preview Dialing and Dial on Demand.

WIZARD IVR and Voice Broadcasting

Press-Through Voice Broadcast Campaign Definition

Defining Voice Messages To Be Played

The administrator may define two different messages that are to be played when a Press Through campaign is being created. A specific action can be declared based upon contact with an individual versus an answering machine. In the below example, if an answering machine is detected, the phone call will be processed and a recorded message played to the answering machine.

NOTE: The .wav file that is to be used must be a PCM 11.025 Hz 8 bit mono file.

Voice Broadcast Configuration Menu

Besides designating the voice messages that are to be played, the administrator can now specify the action(s) to be taken when the called individual presses any number or character on the phone keypad.

Configure Press-Through Numbers

The administrator can define one of three actions that is to be taken if a called individual presses a number or control character on the phone keypad after the greeting message has been played.

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Press-Through Actions

  • Dial. This parameter lets the administrator define the phone number to be dialed if this phone key is pressed. The phone number must be entered on the right.
  • DNC. This parameter lets the administrator define a phone key letting the called individual "opt out" of the calling campaign and have the dialed phone number automatically placed in the DNC (Do Not Call) database maintained on the WIZARD phone system.
  • Drop. This parameter lets the administrator define a phone key that automatically terminates the call.
NOTE: Other custom phone key responses can be developed and implemented using the third type of voice broadcasting campaign defined later in this document - Custom Voice Broadcasting.

Default Phone List File

If a specific phone list is to be associated with the voice broadcast campaign, the administrator can specify it on the following screen. A Browse function has been added to help the administrator locate this file. If the file associated with this campaign will change based upon each run, the administrator can leave this screen blank.

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Callback Parameters

Special callback parameters may be set whenever a call is not completed. No answer, busy signals, fax or modem detection, SIT Tones, and other Error detection result in a call being designated as incompleted. The administrator may set certain rules in place on one or more of these conditions. Up to three passes can be attempted to complete a call and the administrator can specify the number of minutes (minimum) to wait before attempting to redial an incomplete call.

In the example below, 3 attempts will be made to call back phone numbers. The first attempt will be made at least 10 minutes after the first attempt. The second try will be attempted at least 15 minutes after the second attempt.

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Voice Broadcast Parameters

Finally, the administrator can define certain voice broadcast parameters associated with this campaign. These parameters will be explained in more detail below:

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  • Number Of Rings For No Answer. This parameter lets the administrator define how many rings the WIZARD phone system will wait before declaring the call a "No Answer" incomplete call.
  • Seconds Of Silence Before Play. This parameter is associated with an Answering Machine detected phone call. The WIZARD phone system waits for this number of seconds after detecting the end of an answering machine greeting message before playing the voice broadcast message.
  • Digit Collection Timeout in Seconds. This parameter is only associated with a Press Through voice broadcast campaign. The WIZARD phone system waits for this number of seconds after prompting the called individual to enter a digit (or digits) on the phone keypad.
  • Call Progress Analysis Level. This parameter is associated with live voice and answering machine detection. Current technology only accurately determines the difference between a live answer versus an answering machine in the 90% - 95% range, even when setting this parameter to "Accurate". To achieve the greatest accuracy requires the phone system to "listen" longer, thus delaying the response of the WIZARD phone system in playing a message. If the phone list contains very few numbers where the campaign expects to encounter answering machines (such as businesses), this setting should be made at the least accurate level.

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