IntellaDialer

• Overview
• Dialer Control
• Campaign Editor
• Campaign Phone Number
• Campaign Logs
• Campaign Dialer Data
• Generate Reports
• Dialer Activity
• Agent Performance
• Dialer Status Log - no screenies yet

Overview

This section includes options for configuring and utilizing the IntellaDialer addon if it is installed on your system. The IntellaDialer is a sophisticated system for calling large groups of numbers on an automated basis. It is highly configurable to ensure that you will be able to meet your call production needs and ensure compliance with local and federal communication regulations.

IntellaDialer Table of Contents

Dialer Control

Dialer Control

This is the main operations screen for starting and stopping the Dialer as well as getting real-time status, stats, and phone number lists. The lists include: who has been dialed, the results of those dialed numbers, who is still waiting to be dialed, and more. It's a great way to get insight into exactly what is happening right now.

Tip: The status, stats, and data lists are updated every few seconds when a campaign is running. If a campaign is stopped, there is still a periodic check just in case someone else started the campaign.

Real-Time Displays

There are multiple real-time displays explained below.

Show Activity

Field	Description
Campaign	Campaign containing numbers that have been uploaded
Description	Brief description on corresponding campaign
Dialed	Time dial was placed
Number	Number that was dialed
Phone # Group	Set of phone numbers within a group
Priority	Priority of the number in relation to other numbers in a campaign/group
Call Result	The result of the dial attempt

Show Next Numbers

Field	Description
Campaign	Campaign containing numbers that have been uploaded
Description	Brief description of the corresponding campaign
Phone # Group	Set of phone numbers within a group
Priority	Priority of the number to other numbers in a campaign/group
Phone Number	The number that was dialed
Locale	Region that the number corresponded with
Ok To Call	Yes / No based on call rules such as timezone etc.
Last Status	Status of last attempt (failed, connected, etc.)
Last Attempt	Date and time of last attempt
Next Attempt	Data and time of next attempt

Show Never Dialed

Field	Description
Campaign	Campaign containing numbers that have been uploaded
Locale	Region that the number corresponded with
Ok To call	Yes / No based on call rules such as timezone etc.
Count	Number of numbers that were not dialed.

Campaign Editor

Campaign Settings

Field	Description
Campaign	Campaign containing numbers that have been uploaded
Start Time	Start time campaign was initiated
CallerID	Outbound CallerID for campaign
Strategy	Strategy the dialer will use when attempting outbound dials.
Campaign Type
Controls	Functions that control the status of the campaign (explained below)

Additional Campaign Settings

Field	Description
Desc	Brief description of the campaign
CallerID	Outbound CallerID
Wrap Up Time	Time between calls
Auto Start
Attempts Per Number	Amount of times the dialer will attempt a number while the campaign is active
Attempts Interval	Amount of time between dialer attempts
Max Simul Dialers	Maximum number of the outbound dial attempts
Dial Timeout	Time that a dialer will attempt a call before going to wrap up
Dialer Agent Ratio	Number of dialers active per number of agents logged in.

 

Campaign Phone Number

Overview

Campaign Phone Numbers

Field	Type	Description
Campaign Name		Name of campaign
Number Count		Number of #s in campaign
Number Dialed		Number of #s dialed in campaign
Number Remaining		Remaining #s to be dialed
Phone Number Group Name		Number of phone group
Description		Descriptive name of campaign
Created		Date the campaign was created
Updated		Date the campaign was updated

Campaign Logs

Overview

Campaign Logs

ID	Type	Description
Start Time
End Time
Campaign Name
Campaign Description
Duration

Campaign Dialer Data

Overview

Campaign Dialer Data Options

Field	Type	Description
ID
Campaign
When
Num Calls
Answered Calls
Num Abandons
Num Busy
Num Incompletes
Num Progressives
Num Predictives
Min Abandon
Max Abandon
Avg Abandon
Avg Callee Ring
Min Callee Wait
Max Callee Wait
Avg Callee Wait

Additional Information

Field	Type	Description
Dialed Number
Callee Start
Callee Pickup
Agent Pickup
Agent Name
Case Number
Disposition
Result
Hangup Cause
Last Hangup Cause
Last Status
Num Attempts
Play
Save

Generate Reports

Overview

Campaign Percentage

Campaign Time

Field	Description
ID
Campaign Name
Avg Abandon
Max Abandon
Avg Callee Ring
Max Callee Ring
Avg Callee Answer
Max Callee Answer
Tot Dialer Time

Campaign Numbers

Dialer Activity

Top Section

Field	Type	Description
When
Started Calls
Active Calls
Answered
Abandoned
External
20 Sec Calls
SLA 20 Sec
Longest Wait
Avg Wait
Avg Answer
Avg Talk
Max Talk
Avg Abandon

Bottom Section

Field	Type	Description
TIme
From Name
From Number
Agent
To Name
To Number
Answer
Wait
Talk
Duration
Play
Save

Agent Performance

Top Section

Field	Type	Description
Name
When
Queue Calls
Calls In
Calls Out
Calls Total
Missed Rings
Logged In
Avg Talk Time
Avg Answer Time

Bottom Section

Field	Type	Description
Time
Dept
From Name
From Number
Agent
To Name
To Number
Answer
Wait
Talk
Duration
Play

Dialer Status Log - no screenies yet