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 - Campaign Editor - Campaign Phone Number - Campaign Logs - Campaign Dialer Data - Generate Reports - Dialer Activity - Agent Performance - 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. Name Control Description Campaign Selector 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 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 Starts running the Dialer for the selected campaign. The status will change to RUNNING and phone numbers will begin to be dialed. Restart Button Restarts the Dialer to the beginning of the campaign phone number list which will call all of the numbers again. Resume Button Resumes the Dialer exactly where the campaign left off when it was stopped. Stop Button Stops the Dialer and will no longer call numbers. Use Resume Button to pick up dialing where it left off. Status 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 Numbers left to be dialed. Total Numbers Total numbers in campaign. Answered Calls Numbers that were successfully picked up. Dialed Numbers dialed in campaign thus far. Busy / Failed Numbers that were unreachable. Abandoned Numbers that connected to the Dialer but hung up before connecting to an agent. Server Message 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 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 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