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====== Predictive dialer ====== When using predictive dialer, system will dial a batch of customer numbers, and customer answer the call, system will transfer the call to a queue, then call agents in the queue to talk to customers * If no calls are connected, even there are idle agents, they would not get any calls * When customer answered a call, they will go to a queue, if there are idle agents, agent phone will ring, and when agent answered the call, they will talk to the customer The benefits of using predictive dialer: * agent don't need wait for ringing time * agent don't need wait for not available phones * agent don't need to do anything but answer calls ===== Campaign ===== Predictive dialer need work with campaign, to use predictive dialer, you must create a campaign first. {{:en:regular_function_description_in_call_center:dialerFunction-1.jpg?768|Campaign Add Page}} <note important>When the ongoing campaign is using the main table, then the campaign cannot enable dialer.</note> ===== Customer Package ===== The data in the customer package can be imported or chosen from main table. - Choose customers and add them to the customer package from main table: in the customer package management->add page, click "select customer" to open the main table page, and choose the customer information and add them to the customer package. You can also go to the edit page to click the "choose from main table" button and add data. - You can import mass customer data into the package with the import function. ===== Import customers & numbers to dial list ===== Relate the data from dial list and customer package. And we need to add data for dial list from customer package. ==== Recycle dialed customers & numbers to dial list ==== ---- * Recycle customer here: [[:zh:模块使用说明:预拨号]] --> [[:zh:模块使用说明:预拨号:预拨号列表]] {{:en:regular_function_description_in_call_center:dialerFunction-2.jpg?768|Campaign Customer Page}} In the picture above, we can recycle by checked or conditions. Click the button and the recycle setting page will pop up, {{:en:regular_function_description_in_call_center:dialerFunction-3.jpg|Dialer Recycle Setting}} When finishing setting , click ok and the recycled the customer data will be added to the campaign dial list. * Also, you can go to [[:zh:模块使用说明:预拨号]] --> [[:zh:模块使用说明:预拨号:拨号器]] and click the button behind the data you would like to recycle, {{:en:regular_function_description_in_call_center:dialerFunction-8.jpg|Recycle Button On the Dialer Page}} and open the recycle page: {{:en:regular_function_description_in_call_center:dialerFunction-9.jpg?768|Recycle Customer On the Dialer Page}} ==== Import customers to campaign, and to dial list ==== ---- When you import customers to a campaign(customer package), you can select to import to predictive dialer at the same time {{:en:regular_function_description_in_call_center:dialerFunction-4.jpg?768|Insert into diallist when import}} After selecting the number, scheduler and priority column, you can choose what to do when there're duplicated records, like to avoid dial duplicated number or dial the number again. {{:en:regular_function_description_in_call_center:dialerFunction-5.jpg?768|Duplicate customer import diallist}} ==== Use filter for recycle automatically ==== ---- {{:en:regular_function_description_in_call_center:dialerFunction-6.jpg?768|Recycle customer by filter}} Create a filter, you can define a condition and a scheduler, it will recycle all matched numbers back to dial list on scheduler. ===== Dialer Management ===== ==== 拨号器页面管理预拨号 ==== ---- 对于有 [[:zh:模块使用说明:预拨号]] --> [[:zh:模块使用说明:预拨号:拨号器]]页面权限的用户，都可以访问该页面，查看每个团队下的坐席组拥有的预拨号项目 {{:en:regular_function_description_in_call_center:dialerFunction-7.jpg?768|Manage Recycle Filter}} 在上图中可以看到，每个坐席组拥有的外呼营销任务对应的预拨号情况，可以开启预拨号，拨打电话，设置预拨号的参数，查看拨打客户的状况 点击每个预拨号后面的 {{:en:regular_function_description_in_call_center:dialerFunction-10.jpg|View Diallist}} 打开预拨号列表中客户页面。可以查看预拨号列表中的客户，对预拨号列表内的客户进行删除 ==== 预拨号模块下预拨号客户列表来管理预拨号客户数据 ==== ---- 在 [[:zh:模块使用说明:预拨号]] --> [[:zh:模块使用说明:预拨号:预拨号列表]]页面 查看当前预拨号列表中的客户，以及可回收的客户数据。可以对预拨号列表内的客户进行删除 <note important>Only "Open" records could be removed from dial list</note>