Using the Dialer

The predictive dialer allows for the uploading of a csv file, containing multiple numbers, to which to place automated calls.

The numbers in the file are attempted in order, and directed to a predefined queue destination, to be answered by agents of the queue. The predictive dialer monitors the target queue, and matches the rate of calling to the availability of agents, placing a new call shortly after an agent becomes available.

calls.csv

The calls.csv file is the list of all numbers to be called by the dialer. The file also contains details of the campaign, such as the start date, the daily call time limits, and the number of times to retry numbers when initial calls are unsuccessful.

format:

A suitable example of the calls.csv is provided above. It is important that the headings be placed in row 1, and that the values in row 2 are placed in the correct order.

Phone numbers and data relating to the target number are to be listed from row 4 onwards.

Campaign Start Date: This field should contain the date on which the campaign is to start in the format of YYYY/MM/DD. No calls will be placed if the current date is not at least the date reflected in this field.

Daily Start Time: The time of day at which calls will be processed during a campaign. This should be in the format HH:mm. If the campaign is active prior to this time, no calls will be placed.

Daily End Time: The time of day at which calls are to cease. This should be in the format HH:mm. If the campaign is active, but the current time is later than the daily end time, no calls will be processed until after the daily start time on the following day.

Retries: This number reflects the maximum number of times to attempt a call to a particular number, in the event that all previous attempts fail. The retry number indicates the number of times to attempt the number after the initial attempt fails. Thus, with a retry number set to 3, a destination number will be called a maximum of 4 times. 1 for the initial call, and then 3 retries.

Report Email: This field contains an email address to which a summary of the calls placed is sent upon completion of the calls list, and maximum retries.

Uploading the CSV

To upload the calls.csv file, navigate to the comma-UI on port 8888 via HTTP. Log in, and select Host System Tools and then Call Flow Dialer App.

Then select Upload CSV, and OK. This will result in port 8889 being opened, making available an interface through which to upload the calls.csv file.

Initiating the Dialer Process

Once the CSV of numbers has been uploaded, the campaign is initiated by the dialing of a particular feature code. This code is will match the digit length of the extensions on the device, and as such, will change from instance to instance. The number can be selected for each site, or dialer campaign.

Once the campaign has been initiated, the dialer cycle will start, first checking that the current date is at least the start day date of the campaign, as reflected in the csv file uploaded. If it is, then the dialer checks that the current time is in between the daily start and end times of the campaign. If it is, the next number in the csv list is dialed. If the call succeeds, then the process is repeated, for the next number in the calls list. If the call fails, then the number is added to a retry list, to be attempted once the initial list has been completed.

This process is repeated until the maximum number of retries has been attempted.

Managing the Call Flow service

Once a dialer campaign has been initiated, the 3CX Call Flow service is responsible for running the dialer. This means that restarting the Call Flow service pauses dialer functionality until the initiation code is dialed again.

The Call Flow Service can be restarted by navigating to the comm-UI on port 8888, selecting Host System Tools, and then Call Flow Dialer App.

This will present you with a menu with options to view the status of the Call Flow service and also to restart the service.