Dialer (Personal Connection) Overview

Personal Connection (PC) is a proactive dialer that enables you to reach contacts via voice phone calls, one-way agentlessContacts made without a live agent for tasks such as one-way delivery of information or messages.. SMS messages, and one-way agentless emails. These methods, or outbound channels, are also referred to as proactive voice, proactive agentless SMS, and proactive agentless email.

When you use PC to place voice phone calls, you can configure any of these four primary dialing modes:

  • Predictive — Attempts multiple contacts at once per agent
  • Progressive — Attempts one contact per agent
  • Preview — Attempts one or more contacts per agent after the agent views details about the contact and accepts the pending call
  • Agentless — Attempts contacts with no agent involvement to play a prerecorded message when a contact answers the call

PC provides a seamless interaction between agent and contact, delivering the voice call to the agent on connection so the agent can respond immediately after a contact answers the call. If you prefer, you have the option to configure manual outbound calling (that is, the agent manually places each call).

Proactive agentless SMS and email use PC skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to deliver text messages and emails to contacts. Sending the message requires no agent involvement, but no agent is available to interact with contacts if they reply. 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 message 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 the record after the SMS attempt. The SMS remains one-way and the agent cannot see or control the SMS.

Calling Lists

Calling lists provide the contacts for a PC campaign. You can build and upload calling lists and then apply filters to those calling lists to target records based on configurable criteria. Alternatively, you can use PC's proactive XS feature to integrate 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 Overview 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.

To learn more about calling lists, see Calling Lists Overview.

Time Zones and Custom Allowed Calling Times

PC proactive voice and proactive agentlessContacts made without a live agent for tasks such as one-way delivery of information or messages.. 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 to 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. PC internal mapping is only configured for North America, so including a time zone for each record is recommended for calling lists outside of North America.

You can map your data to any of the 104 currently established time zones. For any E164 (international) format number, you can specify the associated time zone in the calling list using either the full name or an Supported Time Zones. 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 at a business unitHigh-level organizational grouping used to manage technical support, billing, and global settings for your NICE inContact environment level. That list of allowable time zones then becomes available at a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge 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-10:00 AM and 5:00PM-8:00 PM and calling times for work phone numbers to 10:00 AM-5:00 PM 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.

To learn more about do not call lists, see Do Not Call Overview.

Call Suppression

Call suppression enables you to identify records that the dialer should not attempt by any method. It offers real-time call 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 an external source to determine whether it should suppress calls to a number.

To learn more about call suppression, see Call Suppression Overview.

Related Sub-Themes