Engage Voice | Configuring dialer settings

Once you’ve created a campaign and configured your basic campaign settings, the next section you’ll encounter via the General tab in your campaign’s configuration panel is Dialer Settings. Use this section to configure dialer-related settings, like Caller ID and ring times. Let’s go over each setting below.
  • Max Ring Time: This is the maximum amount of time (in seconds) that the system will wait for a call to ring before it moves on to the next lead. The maximum allowable ring time is 60 seconds. Please note that a single ring cycle lasts six seconds and contains two seconds of ring time and four seconds of non-ring time (so if you choose a max ring time of 30 seconds, the system will go through five ring cycles during that time). Most answering systems allow a call to ring for about 25 seconds before forwarding the caller to voicemail
  • Max Ring Time Transfers: This is the maximum amount of time (in seconds) that the system will wait for an answer when transferring a call. The maximum amount of time you can set is 120 seconds
  • Caller ID: Enter the Caller ID you wish to display to leads contacted via this campaign. This should be the number that leads can call to reach a customer service representative. The customer service representative must be able to put the caller on your internal DNC list. If the Caller ID number goes to an automatic responder, the responder must also provide the lead with a way to request placement on your DNC list, either by leaving a voicemail or via a touchtone entry (this is a required field)

Helpful hint!

Displaying an operational, customer service-bound Caller ID number is an FTC requirement for certain types of outbound dialing. To learn more about FTC requirements, visit https://www.ftc.gov/tips-advice/business-center/guidance.
  • Transfer Override Caller ID: Enter a ten-digit phone number here (format: ##########) that the system can use to override the Caller ID number entered above if an agent transfers a lead from this campaign to another number (whether via manual transfer or disposition-based transfer)

Helpful hint!

You can use the Dispositions option (in the campaign configuration panel) to create a disposition that transfers a lead to a specific phone number.
  • Disconnect Scrubbing: This setting refers to a third-party integration that looks up system dispositions of ‘no-answer’ and determines whether they’re actually no-answers or if they’re simply disconnects. Please note that disconnect scrubbing is only performed if the first pass results in a no-answer. Contact your CSM for more details and pricing information on this service

Helpful hint!

Per FTC regulations, you must maintain an internal DNC list. To learn more about FTC regulations, see https://donotcall.gov/.
You must also scrub your leads against federal, state, and cellular DNC lists. We can help with that — contact your CSM to learn more. Please note that we will need your Subscription Account Number (SAN) to provide this service.
  • Dial Leads In Order Loaded: This setting allows you to choose the order in which leads will be dialed (we recommend you do NOT dial leads in the order in which they were loaded). Please note that before the system defaults to the order you select below, it will first respect features and settings like Quota ManagementTimezone and Dial Zone ManagementCustom Campaign CriteriaLead List Priority, and Priority Requeue to determine which leads are available to dial. Once all relevant conditions have been satisfied, the system will then dial leads in the order of your choice. We also recommend selecting one of the sorting options below before uploading your lead lists — especially if you plan to begin dialing on them immediately
    • Natural Sort: This option will prioritize leads based on pass count (leads with zero passes will be dialed before leads that have already been called once or more). If all lead pass counts are identical, the system will default to dialing leads from the most recently loaded lists firsts
    • Natural Sort, Randomized: This option dials leads with the lowest pass count in random order
    • Yes — Ascending Order (Not Recommended!): This option dials leads from first to last based on the order in which they were loaded
    • Yes — Descending Order (Not Recommended!): This option dials leads from last to first based on the order in which they were loaded. Please note: We recommend against dialing leads in the order loaded because lead lists usually contain phone numbers from the same geographical area. If thousands of agents suddenly start dialing into the same geographical area, they can overwhelm the associated telecommunications central office, causing network disruptions. If you do decide to sort your leads in ascending or descending order, please remember to monitor the rate at which you dial your leads and the rate at which you add new leads to your campaign to ensure you have enough agent availability to keep pace with the new leads you’re adding. If you’re continuously adding new leads to your campaign before all leads in the list have been dialed, you run the risk of leaving portions of leads undialed while continuing to dial leads that have already been dialed
    • Using Lead Priority: This option dials leads according to the priority indicated via the Loaded Lists menu option. Please note that the system assigns all leads a default priority number of 999. You can add a Lead Priority column to your lead lists and use it to assign each lead a priority number. When you upload the list via Loaded Lists, be sure to use the custom list mapping setting to map that column to the system’s Lead Priority destination. You can read more about list loading here
  • Custom Dial Zone Group: Select a custom dial zone group from the dropdown if you wish to map custom timezone values for leads on this campaign. Please note that this is an advanced feature. Contact your CSM for more information on this setting
  • Track Speed To Lead: This option allows you to track (via reporting) how much time passes between the time the system receives a new lead and when it actually dials that lead
  • Custom Lead Data Fields Group: Select a group of custom lead data fields from the dropdown to add to your campaign
  • Voicemail Detection Enabled: This checkbox enables voicemail detection 
  • Voicemail Detection Profile: Select a custom voicemail detection profile from the dropdown menu. If no custom voicemail detection profile has been created, the default profile Normal will be selected (Note that this field only appears when voicemail detection has been enabled)
The remaining settings in this section deal with dialing ratios — we’ll talk more about those settings and how dialing ratios work in Configuring predictive dialing ratios and settings.
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