This guide provides an overview of progressive and predictive dialling, explaining how they work and their benefits. It also provides step-by-step instructions on making and receiving calls using these dialling methods. The guide includes tips and information on call allocation, call details, scripts & history tabs, and managing call outcomes.

Tip: 

Progressive dialling means the system will dial a Contact for every user "Ready". This is a blended type campaign which means if you are part of any inbound queues, you may also receive inbound calls (not at the same time as an outbound though!).

Predictive dialling is the fastest outbound dialling and means the system will call multiple contacts for each "ready" user. It then allocates calls based on available users. If there aren't enough users, the system will drop calls. This is also a blended type campaign which means if you are part of any inbound queues, you may also receive inbound calls (not at the same time as an outbound though!).

Making/Receiving calls

1. Click "Go Ready"

2. "Placing Calls" will be displayed. In the background, the system is fetching numbers and calling them for you and other users logged into the campaign.

Tip! While the system is placing calls, you cant change your status until a certain amount of time passes. This is set by default to 60 seconds but can be changed by Admin.

3. When you are allocated a call, you will hear an audible prompt and the screen will change to display the contacts details (should they be in the system).

4. You will see some detail about the call displayed at the top of the screen which is also shown on the left.

5. The bottom of the screen will also change to green to show you are in the "Talking" state and connected to a contact.

6. If you are using a built in script/embedded system this will be displayed on the "Script" tab.

7. The "History" tab will show you any previous correspondence with the system. It will also display any Notes relating to the correspondence including "callback notes" and "transfer notes".

Ending a call

8. Click here to hang-up on the Contact (they can obviously hang-up on you also!)

9. Choose an outcome for the call. Either double-click an outcome or single click and enter the required options.

10. Once you have dispositioned the call you will see "Placing Calls" again.

11. Once the system has allocated you another call, repeat the above!