Advanced Training: Admin

Building A Dialer Initiative - Part 1

Armed with your database query knowledge and your call workflow strategy, let's get started building some actual initiatives.

Go to the Admin tab in your LMP, and click Dialer Initiatives under the Tools heading.

We're going to assume for this section of the guide that we want to create Lead Initiative, but the concepts will apply if you're making a Contact Initiative as well.

Click Create Lead Initiative.

Setup Page 1

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The first Initiative setup section lets us establish some basic operating parameters. Give your initiative a name, a start date and an end date. If your initiative is going to be an ongoing, “never-ending” initiative, set the end date out for several years.

Default voice message, email, fax, and script—If desired, specify a default voice message, email, fax, and script.

The Limit Calls to field determines which users get to call the entries in the initiative. You can choose from these settings:

  • Initiative Attendees - Anyone assigned to this initiative can call the Leads on this list. This is the default setting.
  • Only Owner - Instructs the dialer to only let agents call Leads specifically owned by each attendee. If you have a strictly defined system of ownership, and don't want agents "cross-pollinating" each others' assigned records, use this option.
  • Campaign Attendees - If you only want users to call on Leads if they are assigned to the Campaign the Lead belongs to, use this option. This is important for Dialer Initiatives because it's not uncommon to have an Initiative call multiple Campaigns simultaneously.

Just like the Limit Calls To option, the Call Nows Go To can be set to Initiative Attendees, Only Owner, or Campaign Attendees.

Callbacks Go To—One of the PowerDialer's strongest features is its automated callback option. When a callback is set in the PowerDialer, the system automatically tracks the date, time, and record needed for the call back, then puts the information directly in front of the user at the right time.

To help workflow and keep call backs from stagnating, the system applies a time limit to how long a call back can sit idle if the user who created it doesn't take it. This setting has the same three options, with one additional setting:

  • Anyone - call backs can go to any dialer user, regardless of which Initiative(s) they are assigned to.

Apply Attempt Limits—This setting prevents users from making an excessive number of first and second call attempts. This is designed to be a regulatory tool to prevent users from "hogging" all of the newest, freshest leads. To use this setting, you also need to set the Attempt Limit number in each employees' user profile.

Attendees—This is how you assign agents to the Dialer Initiative. Press the Invite button to open the dialogue to choose employees and click the box next to the name of the agents you wish to select. You can also select all the employees at once by clicking the check mark in the header above the boxes. When you're done, click Update Attendees

Days Active—This establishes which days of the week the Initiative runs. This can be important if you don't want users to call on "off work" days, like Saturdays, for instance.

Call Recording Ratio—The Call Recording Ratio works in conjunction with the Recording & Monitoring system. This setting instructs the Initiative to automatically record each user's calls at a pre-determined rate. A "1/5" ratio, for instance, instructs the initiative to randomly record one out of every five calls. If no call recording ratio is specified here, the dialer reverts to the specified recording ratio for each individual employee (located in their Employee Profile).

Minimum Recording Time—This specifies the number in seconds of how long a call must be for the dialer system to keep any call recordings. For example, if you set it to 30, the system will automatically delete any call recordings 30 seconds or shorter.

Time Between Calls—By default, a Dialer Initiative runs its assigned database queries every 60 minutes. In essence, the system rebuilds your calling queue each time the queries run. This is a great feature, because it ensures that the most important leads will continue to rise to the top of the queue.

The potential problem, however, is that it can also mean that leads that were called say, 30 minutes ago could theoretically get called again the next time the dialer queries run. Thus, the time between calls prevents leads from getting called too often by putting a "back-off" time in place.

Depending on how you've set up your queries, there are other ways you could strategically prevent "over calling" from happening, but this option puts a nice failsafe in place.

Agent Time Between Calls—This is similar to the Time Between Calls option, only this setting is specific to individual agents. The Time Between Calls determines how often a Lead can get called; the Agent Time Between Calls determines how often any one agent can be the one making the call.

For example: if Time Between Calls is set for 8 hours, but the Agent Time Between Calls is set for 24 hours, then the same Lead could theoretically get called twice within 8 hours, but it would have to be by two separate agents (since the first agent would have to wait 24 hours before being able to call the Lead again).

No Answer Timeout—This setting controls how long the dialer system will let a recipient's phone ring without answering. Once a call hits the No Answer Timeout limit, the dialer server will automatically disconnect the call.

For your information:

  • A 15-second time is typically three to four rings, which should cut short of reaching a voicemail box.
  • 30 seconds is the preset default, which is typically five to seven rings.
  • A 45-second time out is typically eight to ten rings.
  • A 60-second time out is typically ten to twelve rings.

Caller ID—Specifies what will appear on a recipient's phone as the originating number, for any calls originating from this Initiative. If a number is not specified, or the Use agent station check box is selected, the system will use each agent's individual station phone number for the Caller ID, as listed on their Employee Information page.

Also, be aware that calls that originate elsewhere (like Click-to-Call within the CRM) will show a different Caller ID.

Setup Page 2

Prioritize Phone Fields—The second Initiative setup page is very simple; choose which of the phone number fields in your Lead Layout can potentially be dialed, and in what order.

Click to view larger image.

Unless you have a compelling reason not to, we recommend always using the default "Phone" field as the primary dialing option, but feel free to add any of the secondary phone fields to the list.

After adding the fields you want, you can drag-and-drop the list order to suit your needs.

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