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Dialer Database Concepts

Interaction Dialer makes effective use of database technology such that customer and prospect records, including telephone numbers, agent statistics, call histories, and statistics are all stored in database tables. To allow for maximum customization, Interaction Dialer does not include any pre-configured data for the database. Customers are responsible for creating and populating the table that holds contact records, and for optional tables that store Do-Not-Call records. Dialer automatically creates and manages all required tables except contact list and DNC tables.

Customers can easily integrate their own specialized data with the columns that Interaction Dialer uses by default. For example, additional fields can be added to a contact list table, in addition to the required fields that are described in this topic. A contact list can be shared by multiple campaigns, provided that each campaign selects a distinct subset of the list using filters. An individual call record should not be shared by more than one campaign. As a best practice, the tables used by Interaction Dialer are for Interaction Dialer's exclusive use. If you allow an external application to select, update, or insert data, you could slow down or halt the usual processing of campaign data.

No databases are included with Dialer

Customers are responsible for populating the contact list table. The easiest method to do so is by using Dialer's Contact Import Wizard. If desired, you may use the expertise of in-house database administrators in your organization to create your contact tables manually.

Contact Import Wizard provides an easy to use interface for importing contact data from common data sources. These sources include Microsoft SQL Server, Oracle, Microsoft Access, Microsoft Excel, and CSV files.

Customers can integrate their own data

Customers can easily integrate their own specialized data with the columns that Interaction Dialer uses by default. Additional fields can be added to a contact list table to store special information collected during a campaign. A contact list table may not exceed 2 million records. Up to 200 new fields can be added using Contact Import Wizard or database management tools, so long as the data type is char, varchar, or nvarchar. These string data types define a "lowest common denominator" data type that is used when passing data through the system.

Custom fields can be passed to Interaction Scripter when the call record is popped on the agent's machine.