Contents
Dialing Modes
When you configure a campaign, you'll need to choose a dialing mode that best suits your campaign. The dialing mode you choose will depend on the type of campaign, the number of agents assigned to the campaign, and compliance regulations. This article describes the available dialing modes. To learn how and where to enable them, refer to the Dialing Profile page.
The table below provides a summary of each dialing mode and lists the available pacing options and optimization parameters for each. If a field is blank, it means those options do not apply to that dialing mode. Refer to the Pacing and Optimization page for more information about pacing.
| Dialing Mode | Description | Pacing Options | Optimization Parameters |
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| Predictive (Default) |
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| Predictive with Seizing |
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| Progressive |
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| Progressive with Seizing |
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| Pull Preview |
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| Push Preview |
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Predictive Dialing Mode
Predictive is the fastest among all the dialing modes because the automatic dialer uses an algorithm to predict agent availability and call results so that it can safely dial multiple phone numbers for each available agent.
Because of this constant rate of dialing and connecting, agent idle time is reduced, and the dialer can run through the contact list much quicker than it could in any other mode.
To minimize the risk of call abandonment, use Predictive only in high-volume campaigns with at least 15 agents.
| Where to configure |
On the Dialing tab on the following pages: |
Predictive with Seizing
In the Predictive with Seizing dialing mode, agents are reserved (seized) in advance of the call, meaning that they're expected to be on the line before the customer answers, resulting in little or no bridging delay.
| Where to configure |
Select Predictive and check Engage agents first on the Dialing tab on one of the following pages: |
Progressive Dialing Mode
In Progressive mode, the dialer places only one call for every one available agent. (For example, if six agents are available, the dialer attempts six phone numbers.) This guarantees that there’s an available agent for every contact who picks up the phone, so there’s no risk of exceeding the abandoned call rate.
Use Progressive for low-volume, high-value campaigns with fewer than 15 agents.
| Where to configure |
On the Dialing tab on one of the following pages: |
Progressive with Seizing
In the Progressive with Seizing dialing mode, agents are reserved (seized) in advance of the call, resulting in little to no bridging delay. Unlike the Predictive with Seizing dialing mode, which expects agents to be on the line when a call is answered, in Progressive with Seizing, agents are already reserved and waiting to take the call.
| Where to configure |
Select Progressive and check Engage agents first on the Dialing tab on one of the following pages: |
Pull Preview Dialing Mode
Pull Preview is a manual dialing mode. An agent requests (pulls) a customer record from the system and then manually dials the number.
Pull Preview mode is recommended for low-volume, high-value applications for which individual ownership of accounts is the highest priority.
| Where to configure |
On the Dialing tab on one of the following pages: |
Push Preview Dialing Mode
Push Preview is a manual dialing mode. The system pushes customer records to an agent - It doesn't wait for an agent request. The agent previews the record and then manually dials the number.
Pull Preview mode is recommended for low-volume, high-value applications for which individual ownership of accounts is the highest priority.
| Where to configure |
On the Dialing tab on one of the following pages: |
IVR Dialing Modes
- Describe IVR dialing modes
- In each section, describe the difference between each - mainly pacing and optimization params
- Explain now to configure.
Power IVR
With Power GVP, outbound IVR messages can be personalized for each contact and they can be interactive (for example, Press 1 to take the survey). Agents are not involved in these campaigns, so contacts are never given the option to speak to one. When the message ends or when the contact completes an interaction, the call ends.
For this dialing mode, you can control pacing by specifying a number of contact attempts per minute.
| Where to configure | On the On the Dialing tab on one of the following pages:
Note: This dialing mode option will only appear in the Dialing Mode menu if you set the IVR modes option to On. |
Predictive IVR
Progressive IVR
The Progressive IVR dialing mode dials calls from a contact list when a port is available. In this dialing mode, the predictive algorithm does not calculate the dialing rate based on agent availability. Instead, it calculates the number of dial requests to maintain the total number of customer calls in any state (for example, dialing or established) that is not greater than the number of ports available for the Campaign Group.