Dialer (Personal Connection) Overview

Personal Connection (PC) is a proactive dialer that enables you to reach contacts via voice phone calls, one-way agentlessCalls made without a live agent for tasks such as leaving a message or playing information. SMS messages, and one-way agentless emails.

When you use PC to place voice phone calls, you can configure any of four dialing modes. The predictive dialing mode attempts multiple contacts at once per agent; the progressive dialing mode attempts one contact per agent; the preview dialing mode attempts one or more contacts per agent after the agent views details about the contact and accepts the pending call; and the agentless dialing mode attempts contacts agentlessly by playing prerecorded messages when a contact answers the call. PC provides a seamless interaction between agent and contact, delivering the call to the agent on connection so the agent can respond immediately after a contact answers the call.

Proactive agentless SMS and email PC skillsClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts. deliver text messages and emails to contacts without an agent necessary to send the message or available to interact with the contact in the event a contact replies. For both contact methods, you create a message template that goes to all contacts in the contact list you choose, and PC sends the SMS or email messages after you start the skill.

You can incorporate a proactive agentless SMS attempt into the cadence of a proactive voice skill where an agent is involved. This allows you to configure PC to attempt to call a record, send an SMS to the same record, and resume calling it after the SMS attempt. The SMS remains one-way and the agent cannot see or control the SMS.

Calling Lists

After you create a PC skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts., you can begin to assign agents to use that skill. Then you must build and upload calling lists for that skill and apply filters to those calling lists to target records based on configurable criteria. Proactive XS enables you to do so by integrating with an external program of choice, such as Salesforce, and use those existing records to form calling lists. You can connect to almost any data source using the DB Connector or RESTful interface support of Studio. You can also upload calling lists manually by generating the list in a comma-delimited text document or a spreadsheet.

Because calling lists are based on the caller and not the phone number, you can use the calling lists to represent entire records with multiple phone numbers. You can have a home, work, cell, and other numbers for each record. You can also set up the dialing order and cadence of the numbers in a record. In the case of PC phone skills, you can include both voice and SMS attempts in the cadence.

Because you cannot integrate emails into voice cadences, proactive agentlessCalls made without a live agent for tasks such as leaving a message or playing information. email skills require a separate calling list from those used for voice and SMS. You can upload the same list twice if you want the same one to send emails and place calls or send SMS messages.

You can determine when PC considers a number on a record, or the entire record, exhausted and ceases to call that contact. The system finalizes numbers when any of the following occurs:

  • The attempt results in a bad number as defined by a system outcome or an agent outcome for "Other".
  • The number matches a do not call request.
  • The number matches a call suppression request defined as final.
  • PC exceeds the maximum number of attempts defined for the number.

The system finalizes records when any of the following occur:

  • All numbers are in a finalized state as defined previously.
  • The agent records a right party outcome, positive or negative, on any attempt.

The system considers a record exhausted when any of the following occur:

You can recall numbers or records that are exhausted based on maximum attempts if you do not check the Finalize When Exhausted checkbox. To do so, increase the value of maximum attempts allowed. Recalled records become available for calling until they reach the new maximum number of attempts value.

PC supports API (application programming interface)Allows software to access or interact with other software. calls to a third-party compliance systems such as Gryphon for approval to call the record.

Time Zones and Custom Allowed Calling Times

PC proactive voice and proactive agentlessCalls made without a live agent for tasks such as leaving a message or playing information. SMS attempt calls and message delivery based on time zones. For proactive email, time zones do not matter.

PC attempts to identify the time zone for each record as it is uploaded. It first attempts the match the time zone against the zip code, if available, then the city and state if available, and finally the area code or prefix of the primary phone number. If PC cannot match a time zone to the record, it either rejects the record or invokes a default time zone, depending on your settings. You can also choose to include a time zone for each record in the list. Because the PC internal mapping is only configured for North America, including a time zone for each record is the recommended practice for calling lists outside of North America.

You can map your data to any of the 104 currently known time zones. You can include any E164 (international) format number and specify the associated time zone in the calling list. You can specify the time zone as the full name or as an abbreviation. See the list of approved abbreviations. You can control the start and stop times for calling so you can meet calling hour compliance requirements.

You can specify which time zones your system can call. First, you must choose which time zones to allow at a business unitAn organization's access to segmented portions of the inContact platform. level. That list of allowable time zones then becomes available at a skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts. level. All allowable business unit time zones are enabled for each skill by default, but you can remove time zones from a skill to limit its reach.

Once you apply a time zone to a record to limit calling times to those allowed by law, you can further constrain allowable calling or texting times according to your needs. For example, you could limit calling times for home phone numbers to 9:00AM-10:00AM and 5:00PM-8:00PM and calling times for work phone numbers to 10:00AM-5:00PM in increase the likeliness of connecting with a contact.

You can create allowable calling time ranges at the skill level, at the record level, and even at the destination, or phone number, level.

Do Not Call Lists

Do not call lists prevent PC from attempting a voice or SMS contact that has been flagged as a contact not to attempt again for any reason. You can create and upload do not call lists manually or you can generate them automatically based on the dispositionResult that the agent or system assigns to the contact when the interaction ends. the agents attach to the call in their after call work. Do not call lists are group lists, because you can control where the lists applies. You control which skillsClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts. must honor the do not call list and which skills' agents can contribute to the do not call lists via dispositions. You can also set a disposition in the script. Groups can consist of as few or as many skills as you want; you can have a single skill as a group or your entire business unitAn organization's access to segmented portions of the inContact platform..

Intelligent call suppressionTemporarily skips a contact when using the outbound dialer. enables real-time suppression of scheduled calling records. Events such as a customer's requesting that the agent add his number to the do not call list or a contact submits a payment can trigger call suppression, which immediately prevents calls to that number.

Call Suppression

Call suppression enables you to identify records that the dialer should not attempt by any method. It offers real-time dialing list adjustment based on agent actions, such as do not call requests and payments made. You can also build call suppression so that PC checks against an external source to determine whether it should suppress calls to a number. This helps you to avoid placing unnecessary and unwelcome calls to contacts. If a record is in the suppression database, the dialer gives the call a disposition indicating it is being suppressed and moves on to the next record. For example, if the contact called in to make a payment, you could have them added to the suppression list, withholding any further outbound collection calls to that contact. You can have the suppression feature set a dispositionResult that the agent or system assigns to the contact when the interaction ends. that finalizes the record or a disposition that marks the record for later attempts.

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