Common Mistakes

This section covers a few of the more common mistakes made in configuring or using Dialer.

No database operations against active Contact List tables

Customers are advised not to run queries or other database operations against any contact list table that is in use by Dialer. This will cause performance problems.

Dialer Server Parameters

Several important Dialer server parameters that should be set by the install and that should typically not be changed. If there are problems with Dialer, verify the values of these parameters. If they do not appear to have the right values, contact your reseller or Genesys Customer Care to verify. The server parameters are:

• Dialer Sitename: for a CIC switch-over pair, the value of Sitename should be the same for both servers in the pair. Note that when CCS Switchover is utilized, a parameter named "Dialer Campaign Server Backup" will be created.

• Dialer Support: Should be set to 1 if Dialer is installed.

• Dialer Campaign Server: should be the name of the Central Campaign server that manages your Outbound Dialer servers.

Sorting – Geography, Indexes

In general, it is not a good idea to sort a call list by anything related to specific geography. For example, sorting by zip code can have a negative impact on idle time. Sorting by specific geography introduces the potential for large variability in contact rates between areas. For example, if it is raining in one area, more people will be inside. The smoother the contact rate, the less opportunity there is for error.

As a best practice, sort by attempts ascending plus other appropriate non-geographic values such as balance or date contact added. Especially for large call lists, it is important that appropriate database indexes be created on the columns included in the sort criteria. The same is true of columns used in a campaign's filter – include appropriate indexes on the columns involved.

Zone Codes

Time zone codes used in the call list must match the actual values configured in the Zone Set used with the campaign. Zone codes are case sensitive. If Dialer does not find a match for the zone code used for a contact or phone number, the "[Default Zone]" value is used.

Unless the Default Zone is defined restrictively—as the times when all other zones are callable, its use when not intended can cause dialing outside of legal or conventionally appropriate time ranges. As a best practice, use the Timezone Overview Supervisor view in IC Business Manager to see if records fall into the Default Zone. Then look into why those records aren't matching a valid zone.