Predictive dialer is an app for automated calling by a pre-shaped base of phone numbers.
When you might need this app? Let's say you manage a call-center, and you want to call round a large number of customers from your database in one go. For sure, you can distribute phone numbers among agents and track their progress manually. Though in this case, some of the numbers will likely get lost, the info about the clients will get scattered, and database processing will take weeks. The Predictive dialer app reduces the time spent on database processing because in this case, the numbers are dialed not by agents, but by a special automation rule.
The app allows you to:
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set the optimal number of calls for the queue according to the quality of the database and the number of free agents;
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automatically maintain an equable load on call center employees;
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track the calling progress: how many numbers have been already dialed (in percent), the current number of active calls, and available agents.
How to install and configure the app
The app works directly with Asterisk, FreePBX is not required.
1. Install the Predictive Dialer app in Bitrix24.
2. Create AMI user (instructions on how to do it you can find in our article). Set the full rights for reading and recording.
3. At the Settings tab in the app, insert:
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Asterisk address — real IP address with which apd.informunity.ru can reach your telephony server;
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AMI Port — port with which apd.informunity.ru can reach your telephony server;
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AMI User Login;
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AMI User Password.
4. Then, proceed with indicating the parameters of the upcoming dialing round:
Outbound Route Context — specify the name of the Asterisk context for outgoing calls (for example, outr-1);
Operators Context — specify the name of the Asterisk context where the call will be routed after the client picks up the phone (queue or IVR):
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Name — either the name of the queue context or IVR;
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Extension — enter the name of a specific queue (for IVR, leave the default "s");
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Priority — indicate the number of the step with which you want to start the call (read more about the Priority parameter on wiki.asterisk);
Queue — enter the number of the queue that you want to track on the Dialing List tab (see below).
Save the settings.
How to work with the app
Go to the Dialing List tab and make sure that the Status panel reflects the current indicators of the desired queue. On the panel to the right, specify the following parameters:
Number of lines. Specify the number of active lines that should receive calls. When determining this parameter, it is worth considering the quality of the database and the number of free operators.
For example, if you want to call through a cold base with the help of 100 operators, you can set the number of lines as 200. The app will dial 200 numbers at once, but not all subscribers will pick up the phone, thus the load on operators will be balanced. If you set much more lines than there are free operators, and the customer base is not that cold (it is likely that the subscriber will pick up and embark on a fairly long conversation), many subscribers will have to wait on the line until one of the operators is free again.
Interval (in seconds). It is the period of time in which the app addresses the database and dials new numbers to maintain the set number of lines.
For example, you have set 100 lines and an interval of 15 seconds. It means that every 15 seconds the app will analyze the number of free lines and dial exactly that number of phone numbers from the uploaded database.
Apply the settings.
To add a new dialing round, click "Create dialing", name it, and upload a .csv file with the list of numbers you plan to call through (max 100.000 numbers per dialing round).
The created dialing will appear in the Dialing list. There you can launch the dialing, pause, or delete it. You can track the progress of the dialing with the help of a special percentage bar, while the information about the current number of calls and free operators is available at the Status panel at the top of the page.
The system establishes connection and rings the client to the operator queue. If all operators are busy, the script automatically pauses its work and gets back to the dialing in a set time interval.
If the client is unavailable or busy, their number is marked as unanswered, and the script proceeds to the next number on the list. Having reached the last number in the database, the script ends its work.
How to buy the app
Order the Predictive Dialer app for 6 or 12 months on our website and get a 5 or 10% discount, respectively. Also, you can download the app from the Bitrix24 Marketplace, but we cannot give you any discounts there.
If you still have questions about the app, text us in chat, and we'll answer them gladly.
