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Frequently Asked Questions (AgentDialer Predictive Dialing) 1. What's the difference between Professional Edition and Enterprise Edition? The main difference is that Enterprise edition supports multiple agents and remote agents; Professional edition support 1 agent and the screen popup can only appear on the dialing computer (no remote). With Enterprise edition, you can start/stop predictive dialing from a remote computer, and maintain your call list on any computer. 2. What's the difference between a 1,2 or 20 line system? A line in a predictive dialer refers to outbound call line. So for a simple 2 agent predictive dialer, you might need to deploy a 4 line system. Normally you would need more lines than agents. But the best line-to-agent ratio depends on your campaign. If your campaign is likely to reach a lot of answering machines, you would need a high line-to-agent ration. When you use SIP based VOIP service for phone calls, a "line" refers to a VOIP communication channel to make a phone call. Except there is no physical connection, each VOIP line acts the same way as a physical phone line. So if you have 4 VOIP lines, you can make 4 simultaneous calls. When using Skype, a line corresponds to a running Skype instance. To have multiple lines, you need to run multiple Skype instances. 3. I have a small call center 2-5 agents. How do I setup predictive dialer so calls are forwarded to my available agents? First, you need a relatively powerful computer to install Voicent Agent Dialer Enterprise Edition. This is the computer that dials all outbound calls and manages remote agents. Second, you need to configure Voicent software to use a VOIP capable PBX system or a VOIP service provider. Check your PBX system to see if it supports VOIP extension or IP phone, it it does, you can configure Voicent AgentDialer as a bunch of softphones to link to your PBX system directly. If your PBX system does not support VOIP, or you do not have a PBX system, then you need to sign up for a VOIP service. There are a lot of service available online, find one that fits your calling requirements. For details, please see SIP based VOIP service. It is recommended to have a few more phone lines than the number of agents. Third, each agent should have a computer to receive screen popup and phone audio. When a call is answered by a live human, the predictive dialer will find an available agent, and alert the agent with a screen popup, and also redirect the phone audio to the agent's computer. The agent can then talk to the person using a headset. You can use Skype or analog phone line for phone service, but they are not recommended. For more details, please see Predictive Dialer and Remote Agent Setup Guide. 4. When there is no available agent, will the system stop dialing? Yes, the agent dialer will stop dialing automatically when all agents are busy. However, if a call is already started, it will not be stopped. This situation will happen when you have more phone lines than agents. For example, if you have a 4 available lines and 1 available agent, the system will dial on all 4 lines, and if one line gets a live answer, the call is transferred to the available agent. Now all agent will be busy, so no new calls will be made. However, the other 3 calls that already made will not be stopped. 5. I have a call center with 10-15 seats. What are the hardware and software requirements for setting up Voicent predictive dialer? For predictive dialing, Voicent recommends SIP capable PBX system, like Asterisk, or SIP based VOIP service for making phone calls. Normally, you will have more phone lines than agents. The agent per line ratio depends on your campaign. If most calls are answered by live person, you want a low agent per line ratio.
First, you need a powerful computer to
setup Voicent AgentDialer Enterprise Edition software. The
following configuration should support 50 lines. Second, you need good internet connection for your call center. Allocate each line 128 Kbps. This should be both upstream and downstream since voice is two way communication. So you will at least have a T1 line for your call center. Third, each agent should have his/her computer (no need for a powerful one). And it is recommended to have a good noise canceling headset for each agent.
Since Voicent Agent Dialer is a software and VOIP solution,
you do not need physical phone lines and telephony hardware
like Dialogic board. 6. How does Voicent predictive dialer connect a call to an agent? For predictive dialing, the system first checks whether there is any available agent. If there is no agent, it will not make any outbound call; if there is available agent, the system then dials out on all available phone lines; and if a call is answered by a live person, the system does the following: 1. finds an available agent Once the agent sees the screen popup, he or she can simply talk to the person on the line. It is usually easier to have a computer headset for the phone conversation. The screen popup is shown below:
During the call, the agent can record the conversation and enter notes about the call. The recording and notes will be automatically saved when the call is finished. 7. What's the difference between an autodialer and a predictive dialer? Predictive dialer is designed to help telemarketing agent to make outbound calls. It requires agents sit in front of the computers. In predictive dialing mode, the system will make a outbound call, if the call is answered by an answering machine, the system will automatically leave a message or skip to the next call; if it is answered by a live human, the system will pop up an alert window on an available agent's computer. The agent can then pick up the phone and start talking. An autodialer, on the other hand, is designed to have a computer to do all the work. The system automatically dials the next phone number on the call list, play a pre-recorded message after live pickup or answering machine prompt, collect touch tone feedbacks or speech command feedbacks. Once you start the voice broadcast, the system will take care of everything. BroadcastByPhone also supports call transfer, i.e., the person who receives the call can press a key to talk to a live agent. The call can be transferred to a cell phone, for example. From the customer's point of view, when he answers the call, he will hear a pre-recorded audio message if call that is made by an autodialer; he will be connected to an available agent immediately if the call is made by a predictive dialer (he will not know that the call is dialed by a computer). Based on the two very different usage mode, each program has different feature set targeted for that purpose.
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