Guest meet Report post Posted 01/25/2005 05:04 PM hello sir, we r strudents of Comp. Sci. & our last year project is "to make a predictive dialer(soft dialer)". here we have T1 or cable line in this call center. PBX is there. but we want to know which components needed & what the exact architecture of this system? we know about inbound,outbound,ACD,CTI link etc.please help us in this regards. thanx in Advanced. Share this post Link to post
SupportTeam Report post Posted 01/25/2005 09:08 PM You basically need to make outgoing calls and when calls are connected then conference the calls with agents who are 'logged into' the system. To 'log in' agents should dial into the system and the system then conferences them in with connected calls. If there are enough agents on the system you can start dialing out before any agents are free - in anticipation of some agent becoming free when one of the outgoing calls connects - that's what the 'predictive' bit means... On smaller systems (1-10 agents) predictive dialing really doesn't work this well - too many times there is no free agent available immediately when the call connects. So on smaller systems the dialers should be set to only start making the outbound calls once an agent becomes available... - so strictly speaking these are no longer 'predictive' as they do not even try predict when an agent becomes available, they only dial when they know an agent already is available. Share this post Link to post
mehdi_h Report post Posted 03/13/2007 05:42 PM Hi, Regarding this point . the only way to start/stop dialing when an agent is free or not is to change the Activetime in the DB ? Tkx Mehdi Share this post Link to post
SupportTeam Report post Posted 03/13/2007 09:38 PM the only way to start/stop dialing when an agent is free or not is to change the Activetime in the DB ?That's one way of doing this. Another approach is to change the number of retries left from a negative number to a setting of 2 or higher. Share this post Link to post
