IntellaDialer

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.

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Name

Control

Description
Campaign Selector

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Selects a campaign to control. Once selected, the real time status + stats are shown and the Show Activity Button is available to choose the specific Dialer data to view.

Show Activity Button

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Choose the real-time Dialer data display. Each display is updated every few seconds to keep an eye on exactly what is happening. Additional detailed display info is available below.
Start Button

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Starts running the Dialer for the selected campaign. The status will change to RUNNING and phone numbers will begin to be dialed.
Restart Button

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Restarts the Dialer to the beginning of the campaign phone number list which will call all of the numbers again.
Resume Button

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Resumes the Dialer exactly where the campaign left off when it was stopped.
Stop Button

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Stops the Dialer and will no longer call numbers. Use Resume Button to pick up dialing where it left off.
Status

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The current campaign status:

RUNNING

Dialing numbers

STOPPED

Not dialing numbers

HOLD

Running with numbers to dial, but no numbers can be dialed right now due to the current rules in place
Remaining

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Numbers left to be dialed.
Total Numbers

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Total numbers in campaign.
Answered Calls

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Numbers that were successfully picked up.
Dialed

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Numbers dialed in campaign thus far.
Busy / Failed

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Numbers that were unreachable.
Abandoned

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Numbers that connected to the Dialer but hung up before connecting to an agent.
Server Message

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Real-time status line from the server:

Next Dial

NOW or the time until the next dial is scheduled to happen

Active

Number of simultaneous Dialers running

Dialing

Number of Dialers that are currently dialing

Bridged

Number of calls currently connected to agents

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

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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

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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.

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Campaign Editor

Campaign Settings

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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

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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

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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
 

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Campaign Dialer Data

Overview

Campaign Dialer Data Options

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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

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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

Field
Description
ID
Campaign Name
Num Calls
Num Connected
% Connected
Num Answered
% Answered
Num Abandoned
% Abandoned
Num Busy
% Busy
Num Incomplete
% Incomplete
Num Progressive
% Progressive
Num Predictive
% Predictive  

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

Field Description
Start
Pickup
End
CallerID From Name
CallerID From Num
CallerID To Num
Call Result

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