Dialers

For configuration instructions and network diagrams, please see Set up a dialer integration, and the Avaya Integration Guide and Aspect Integration Guide, and tapping diagrams for dialers in IP, station side and trunk side environments.

A dialer is a device that generates outbound calls to customers based on targeted lists of names and phone numbers. It sequentially and automatically calls these numbers, detects when a customer answers and then routes the call to an employee in the call center. Dialers dial multiple customer numbers simultaneously to ensure there are a sufficient connected calls to keep the employee population busy.

Dialers use sophisticated algorithms to predict the appropriate number of simultaneous calls to make so that when a live customer is reached, an employee will be available to take the call. For this reason, dialers are often referred to as “Predictive Dialers.”

Soft Dialers

Soft dialers are software-only dialers that instruct the PBX to initiate calls using Active CTI. This dialer type has no external trunks to the PSTN. When working in environments with soft dialers, the only CTI connection is with the PBX.

Hardware Dialers

Hardware Dialers connect to the PSTN (directly or indirectly through the PBX) and can be configured in the following working modes:

Nailed agent—The Predictive Dialer establishes a long call with each outbound employee, for the whole duration of the employee’s shift Work period in WFM that has a definite length., and connects employees with the outbound calls it generates internally. Employees are dedicated to answering calls initiated by the Predictive Dialer throughout their shift; from the moment that login has been performed. In the common “Nailed Agent Mode”, the PBX’s CTI link reports just one long call between the employee and the dialer.
Blended agent—the Predictive Dialer "manages" the employee's extension by transferring outbound calls to the employee but also allowing the connection of incoming ACD calls when necessary.
Stand alone—Stand-alone dialers act as a PBX and the extensions are connected directly to the dialer. This mode is rare.

If trunk-side tapping is required, trunks are intercepted in two places: between the PSTN (Public Switch Telephony Network) and the contact The entire communication experience for a customer, from beginning to end. center switch (PBX), and between the dialer and the PBX. Trunk-side tapping is supported for all of the hardware dialers we integrate to, assuming a trunk supporting PBX integration.

Note that the Recorder taps the trunks between the Dialer to the PBX and not between the dialer to PSTN. In some cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. there may be a TDM network between the dialer and the PBX, for example if the dialer and PBX reside in two different countries.

In some dialers the first call is not marked as "nailup" until the first campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. call is made. In this case, since the Recorder Integration Service cannot distinguish this call from any other non-nailup switch call, the call is monitored ("Call in Progress" is displayed and the customer will hear silence). This is expected behavior.

Phone Data Sources for Dialer Integrations

When Dialer employees login to dialers, typically a call is placed from the dialer to the employee through the PBX and a connection is established and maintained for their entire dialer login session. This call is typically called a “nailup call”. When doing trunk side recording deployments it is necessary to tap the trunks that are between the dialer and the PBXs that are used to establish these nailup calls in order to record the voice for dialer calls.

You configure this by creating a Phone Data Source with a Trunk Side Member Group for the dialer trunks. Usually these trunks are set up by the PBX administrator with either Trunk IDs or with Extension IDs, so the member group “Type” field should be set accordingly. In the Member Group you should configure either the Extensions or Trunk IDs for the trunks between a dialer and the PBX that are being used for nailup calls. In addition, you must select the Dialer Data Source that defines the dialer to which the trunks are connected.