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Reduce time to route calls to agents

The techniques below can reduce the time it takes to deliver a Dialer call to a Dialer agent.

Use persistent connections between agents and Dialer servers

A persistent connection is a connection between the Dialer server and agents that remains active between calls. Once a persistent connection is established, agents can disconnect one call and place (or receive) the next call using the same connection to the server. Interaction Dialer automatically reconnects new calls using that existing connection. An agent who has a persistent connection can respond to a call sooner than an agent who must make a connection to pick up a call. For this reason, persistent connection are recommended to avoid OfCom violations.

Dialer agents have the option to establish a persistent connection at logon time. In addition, you can configure a campaign to play a wave audio file when remote agents login to establish a persistent connection. This wave file should play a tone, or say something such as "connection established" to inform the agent that a persistent connection has been established. To configure this, use the Campaigns container to open the Campaign Properties Panel. Then select Select Skills and ACD. Under Persistent Connection, assign a wave file to play. See also Persistent Connection.

Disable Answering Machine Detection (AMD) for your campaign

Disabling AMD will speed things up, but at the expense of agents, since they will receive calls connected to answering machines. If you are sending both live party results and answering machines to agents:

  • Enable "Terminate Analysis on Connect" on the SIP line. This connects the audio, but only if the campaign is not enabled for answering machine detection. Otherwise, it still does fax machine detection post-connect and delays the audio.

  • Disable Answering Machine Detection on the campaign.

Terminate Call Progress Detection (CPD)

Call Progress Detection (CPD) analyzes sounds on the receiving end of a telephone call to determine what answered the call, if it was answered. To immediately deliver calls to agents, you can terminate CPD on the connection. This will disable the detection of tones and signals that monitor the status of a call; for example, whether a call is on-hook, off-hook, or busy. When CPD is enabled (by default), result codes that reflect the outcome of the outbound call are passed to Dialer, so that it can determine the next step in the outbound-calling process. When CPD is disabled, agents will receive calls that they would not receive otherwise.

Disable Automatic Voice Mail detection for a campaign

This can reduce the time from call answer to agent connection. Detection still works if it is disabled, but by disabling it in Dialer, a few milliseconds are saved.


Shorten whisper tones

Shorten the whisper tone setting in the Alert tool step found in the AcdProcessEventCall handler. We recommend setting it no lower than 250ms so it is audible to the agent.

Reduce the re-invite delay

Reduce the Re-invite Delay to 50ms if you are using UDP on the SIP line. If you are using TCP, the Re-invite delay is not necessary.

Manage scheduled calls appropriately, especially agent-owned calls

  • Use the "Manage Scheduled Calls" dialog for control.

  • Use scheduled calls as intended, never to space calls.

  • Convert agent-owned callbacks to campaign-wide rather than assigning them to one agent. If that agent is on vacation or leaves the company, the scheduled call will not happen.

  • Note:  Do not use agent greetings as they lengthen routing time.