Campaign Managers can now select between three types of diallers when setting up campaigns
When creating a campaign simply click on the “Dialler Type” drop-down, you will be given the option to select either:
- Or Power
If you have selected either Progressive or Power dialler, you will be given additional options such as:
- Enable Voicemail detection
- Voicemail detection strategy
- On detection of voicemail
If you leave “Enable Voicemail detection” enabled, the Zailab system will detect client voicemails and process calls accordingly, if you disable this feature voicemail calls will be put through to agents so that they may leave messages for clients. (disabling “Enable Voicemail detection” will prevent you from further customizing the selected dialler type)
Under “Voicemail detection strategy” there are two options:
If selecting “faster”, calls will dial out faster to various numbers given for a specific client and attempt to process calls as per the selection criteria under “On detection of voicemail”.
If selecting “accurate” calls will dial out to clients at a slightly slower rate with increased accuracy.
Under “On detection of voicemail”, campaign managers are able to select what happens to call attempts that reach the voicemail of clients, there are three options:
- Transfer to Flow
- Connect to Agent
If the Progressive dialler option is selected, the “Hangup” option ends the call and attempts to dial the next number for a client (if multiple numbers are provided).
If the Power dialler is selected, the “Hangup” option will end all calls made to the numbers provided for the client (if multiple numbers are provided) that reach voicemail.
The “Transfer to Flow” option, transfers the call that has reached a client's voicemail to a preselected flow and allows the campaign manager to select whether the call must wait for the voicemail beep before transferring the call or not.
This allows calls to be transferred to inbound flows where play messages can be set up.
The “Connect to Agent” option transfers calls to agents once the system has detected the voicemail of a client allowing agents to leave unique messages for clients.