Configuring your campaigns to support outbound dialing is simple. On the General tab, make sure your campaign's type is set to one of the supported outbound options. Once completed, use the Dialer tab to specify how you would like to configure your outbound campaign.
Line-to-Agent Ratio: This allows you to control how many calls are simultaneously placed for each waiting agent.
Alternate Phone Dialing: If your dialing lists have more than one number to reach a contact, you can turn on alternate phone dialing here.
Use Campaign DNC: Turn this setting on to allow this campaign to use a campaign-specific DNC.
Dispositions to Dial: This controls which dispositions are still valid to dial callers back. These include Busy, No Answer, and any custom dispositions you created using the Dispositions tab.
Answering Machine Message Options: This setting allows you to play messages on answering machines.
Answering Machine Message: Message to play on answering machines if setting is turned on.
Safe harbor settings allows you to maintain regulatory compliance with the FCC and FTC Telemarketing Sales Rules. Set your dropped percentage and abandon seconds option using the Safe Harbor Settings in this screen.
Dropped % Limit: Specify the maximum percentage of dropped calls you would like to allow in this field. Once the dialer has encountered this threshold, it will slow down to ensure that this percentage isn't exceeded.
Abandon Seconds Limit: This setting allows you to specify how long an outbound call should wait, after being answered, before the Abandon Seconds Exceeded Action below is executed. This only applies to outbound calls that were answered but no agents were available to take the call.
Abandon Seconds Exceeded Action: This allows you to specify the action to perform once the Abandon Seconds Limit above has been encountered.
Play Message: The name of the sound file to play to callers that answered outbound calls but no agent was available.
Route to Extension: The extension to send callers to that answered outbound calls when no agent was available.
Route to Voicemail: The voicemail box to send callers to that answered outbound calls when no agent was available.
Route to ACD Queue: The ACD Queue to send callers to that answered outbound calls when no agent was available.
Route to IVR: The IVR call menu to send callers to that answered outbound calls when no agent was available.
The Lists tab allows you to control how your dialing lists and scheduled callback settings are configured.
Caller ID for Outgoing Calls: This allows you to use either the Caller ID configured in the campaign's general settings for outbound calls or a custom caller id as imported in the dialing list for your leads. If enabled, the second option allows each lead to see a different Caller ID when called.
Allow Lead Searching: Turn this one to allow agents to search for leads in the agent interface.
Lead Searching Filters: This allows you to control what level of lead searching agents can perform.
Lead Sorting Options: This setting helps you control the order that are lists are dialed.
Allow Scheduled Callbacks: Turn this on to allow agents to schedule callbacks.
Show Scheduled Callbacks Count: This allows you to determine whether agents are allowed to see the number of pending scheduled callbacks.
Callback Days Limit: Use this setting to limit how far into the future callbacks can be scheduled. Zero (0) means there is no limit.
Agent-Only Callbacks: Turn this on to pre-select the "my callback" option in the agent interface when an agent schedules a callback.
Scheduled Callbacks Alert: This allows you to control how agents are notified about pending scheduled callbacks.