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Dialing Modes and IVR Modes

When you configure a campaign, you'll need to choose a dialing mode or IVR mode that best suits your campaign. Your choice will depend on the type of campaign you're running, the number of agents, if any, assigned to the campaign, and compliance regulations. This article describes the available dialing modes and IVR modes.


Dialing Modes

There are two types of dialing modes: automatic and manual.

For automatic dialing modes, a dialer automatically dials phone numbers and then bridges the answered calls to agents. The system refers to an advanced algorithm and pacing calculations to determine such things as the number of calls it should make and the rate at which those calls should be made. Refer to the Pacing and Optimization page for more information about pacing.

In manual dialing, agents dial customers or contacts manually.

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 for that dialing mode.

Dialing Mode Description Pacing Options Optimization Parameters
Predictive (Automatic)
  • 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.
Predictive with Seizing (Automatic)
  • The system reserves agents before making calls. The agents are 'predicted' to be ready to take the call when the call is connected.
  • Use in high-volume campaigns with at least 15 agents in a group.
Progressive (Automatic)
  • The dialer places only one call for every one available agent. This guarantees that there’s an available agent for every contact who answers a call, so there’s no risk of exceeding the abandoned call rate.
  • Use in low-volume, high-value campaigns with fewer than 15 agents in the group.
Progressive with Seizing (Automatic)
  • The system reserves agents in advance of making calls. 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.
  • Use in low-volume, high-value campaigns with fewer than 15 agents in the group.
Pull Preview (Manual)
  • An agent requests (pull) records from the system, previews the record, and then decides whether to dial the call.
  • Use in high-value campaigns, where individual ownership of accounts is the highest priority.
Push Preview (Manual)
  • The system pushes records to an agent. The agent previews the record and then decided whether to dial the call.
  • Use in high-value campaigns, where individual ownership of accounts is the highest priority.

Outbound IVR Modes

IVR Mode Description Pacing Options Optimization Parameters
Power IVR Calls per minute
Progressive IVR Number of IVR ports
Predictive IVR


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.


Related Topics

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