Contents

General

The General tab contains various system-wide settings that you can configure for Dialer.

Delay in seconds before auto-dispositioning a disconnected interaction

Sets length of time that Interaction Dialer will delay the automatic dispositions that happen when an interaction disconnects without an explicit disposition. This applies only to interactions that were transferred to an Interaction Attendant profile or which were transferred away from an agent but did not get an explicit disposition before they were disconnected. This setting does not apply to agent-assigned calls. It is used when a call disconnects while in Attendant. The default delay is 120 seconds. This global ODS setting applies to all ODS servers under control of the CCS.

Pause a campaign when the database query failure rate exceeds

Sets the percentage of major errors that the DialerTranServer process will tolerate for a particular campaign before it automatically pauses the campaign so that administrators can troubleshoot and fix problems. The default value is 5, with 1-100 as the valid range. The default value of 5 means "pause the campaign if 5% of the queries fail".

Penetration data retention in days (0 is infinite)

Indicates the number of day to keep data in the penetration table. For example, set this parameter to 30 to delete data that is older than 30 days. Use the default value of 0 and the data in the penetration table is not deleted. Set the PenetrationDataCleanupTime parameter in the Campaign Server Parameters tab to indicate the time of day to delete the data.

If a Preview call fails to connect, play this file to the agent

This setting configures Dialer to play a WAV file to an agent if a preview call fails to connect. On an ISDN system, if a call results in Special Information Tones (SIT), it is disconnected, so there is no audio path to route to the agent. As a result, the blind transfer to the agent would fail and the agent would not get a New Preview Call notification. By setting this option to play audio to the agent, the system can indicate how the agent should disposition the Preview call. This global ODS setting applies to all ODS servers under control of the CCS.

If a Preview call encounters a busy signal, play this file to the agent

This setting configures Dialer to play a wave file when if a Preview call fails because the line was busy. On an ISDN system, when a busy call is disconnected state, there is no audio path to route to the agent, so the blind transfer to the agent would fail and the agent would not get a New Preview Call notification. By setting this option to play audio to the agent, the system can indicate how the agent should disposition the Preview call. This global ODS setting applies to all ODS servers under control of the CCS.

Supervisor can override the agent right to logon/logoff all campaigns

The "Logon Campaign" security right allows an agent to specify which campaigns that they want to be logged on to. This security right has the side effect of not allowing a Supervisor or Administrator to switch the agent's campaign membership.

Setting this option to Yes allows a Supervisor or Administrator to move agents who have the Logon Campaign security right to different campaigns, or to simply log them on to additional campaigns, overriding the restriction imposed by the security right, while still allowing agents to specify which campaign they wish to start with.

Max attempts per day reset at midnight based on

This setting allows you to specify how you want to identify midnight in order to determine when to reset the Max Attempts Per Day setting on the Campaigns | Recall Control tab.

By selecting UTC Time, you can specify that you want to use the primary time standard by which the world regulates time to identify midnight.

By selecting CCS Time, you can specify that you want to use the local time where the CCS is located to identify midnight.

Max Attempts daily call list queries reset

This setting allows you to specify exactly how you want to define the length of a day for the Max attempt thresholds on the Campaigns | Recall Control tab.

By selecting At Midnight, you can specify that a new day begins after 12:00 am.

By selecting After 24 hours, you can specify that a new days begins 24 hours after the maximum attempts threshold was reached.