Engage Voice | Managing a dial group
As we discussed in Intro to outbound dialing, every campaign lives within a dial group, which means you must set up and configure a dial group before you create your first campaign.
A dial group is a pool of campaigns an agent can log into and dial from. Each dial group will only dial via one particular dialing mode at a time.
If you do create multiple dial groups (this is recommended if you wish to use different dialing modes for different campaigns), please note that agents can only ever be actively logged into one dial group (and thus only using one outbound dialer) at a time.
You’ll notice that when you configure your agent login screens, you can give agents the option to make multiple concurrent choices from a list of inbound queues. For outbound dialing, however, agents will only be able to choose one dial group to dial from at any given time. Please note that once the agent selects a dial group, they will have dialing access to all of the campaigns within that dial group.
Creating a dial group
To create a dial group, take the following steps:
1. Navigate to Dialing > Campaigns via the left-hand navigation bar.
2. Click the New group button at upper left to open the New dial group modal window.
3. Ensure that the Active box is checked if you wish to activate your dial group immediately.
4. Choose a Name and Description for your dial group.
5. Select a Dial Mode for this group.
6. Choose whether to enable list prioritization (see below for details).
7. Choose whether to allow lead search and scheduled callbacks after max passes (see below for details on these settings).
8. Save your changes via the Save button at bottom right.
Let’s review the additional configuration settings referenced in the steps above.
Dial Group Information settings (basic)
This section allows you to configure your dial groups. Remember that the settings you choose here will apply to every campaign you create within this dial group. If you want to use different settings for different campaigns, then create a different dial group for those campaigns and adjust their settings accordingly.
- Active: When checked, your dial group remains active. When unchecked, your dial group is disabled and agents will not be able to dial from it.
- Name: Choose a name for your dial group (this is a required field).
- Description: Choose a description for your dial group.
- Dial Mode: Choose a dialing mode for your dial group. Options: Preview Dialing Mode and Predictive Dialing Mode.
Dial Group Information settings (additional options)
Depending on the dialing mode you choose, you might see a few more configuration options appear that will be specific to that mode. Let’s take a look at the choices below.
- HCI Agent Type (Preview Dialing Mode for HCI-enabled accounts only): This setting is specific to HCI dialing, and you will not be able to edit it if you have checked the Enable Progressive Mode checkbox. Use this setting to indicate the type of action the clicker agent assigned to this account will be taking.
- Disabled: Select this option to disable the clicker agent workflow on your account.
- HCI Fetch: Select this option to allow the clicker agent to fetch new leads and click to dial those leads at whatever pace they choose — regardless of how many agents are available to take the dialed calls.
- HCI Paced: Select this option to have the system deliver leads to the clicker agent as agents become available.
- Enable Agent Filter (Preview Dialing Mode only): When this option is enabled, the system will allow a lead with a reserved agent ID to be reserved for dialing only by the specified agent. Please note that this setting must be enabled in order for the Pending Agent ID and Reserve/Unreserve for Agent settings to function. For more information on this, visit Configuring agent filtering.
- Require Calling of Fetched Leads (Preview Dialing Mode only): Select this option to require agents to call all fetched leads before being able to fetch new leads.
- Enable List Priority: This option allows you to enable list dialing based on a custom priority. Once enabled, you can use the Priority setting in the Loaded Lists table on a campaign to select the dial list order.
- Enable Progressive Mode (Preview Dialing Mode only): This mode will dial leads on a one-to-one, lead-to-agent basis where agents will be able to view the leads that will be dialed, but will not be able to choose which leads to dial or the order in which they are dialed.
- Allow Lead Search: This option controls whether or not agents can search for leads when dialing from any campaign within this dial group.
- Preview Dial Lead Search (Preview Dialing Mode only): When enabled, this option allows agents to use search filters when fetching leads to dial. Disabling this feature may improve lead fetch times.
- Enable Absolute Campaign Priority (Predictive Dialing Mode only): When this setting is enabled, the system will dial higher priority campaigns before any others as long as the higher priority campaigns still have active leads.
- Allow Scheduled Callbacks After Max Passes: When enabled, this setting allows agents to dial leads past the max pass limit (this limit can be set at the campaign level) as long as the last agent disposition selected was set to Requeue = Yes. If disabled, the lead will obey the max pass limit regardless of a request for a callback.
- Allow Scheduled Callbacks After Max Daily Passes: When enabled, this setting allows agents to dial leads past the max daily pass limit (this limit can be set at the campaign level) as long as the last agent disposition selected was set to Requeue = Yes. If disabled, the lead will obey the max daily pass limit regardless of a request for a callback.
- Progressive Call Delay (seconds) (Preview Dialing Mode only): This setting only appears when the Enable Progressive Mode setting is enabled. This allows you to choose the time (in seconds) that the dialer will wait (once an agent has finished a call) before dialing the next lead. The maximum number of seconds you can choose is 120.
- Max Leads Returned: (Preview Dialing Mode only): This setting indicates the maximum number of leads an agent can receive at a time (the agent can keep the leads for one hour). The maximum number of leads you can set is 50.
Assigning agents to dial groups
There are several ways you can assign agents to dial groups. To learn about your options, read Assigning an agent to a dial group.
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