Vicidial is a suite of PBX (Private Branch Exchange) phone tools, used for managing both inbound and outbound calls in a call center environment. Vicidial's predictive dialing feature allows call center managers to automate the dialing process for agents; the utility can automatically make outbound calls from a bank of sales leads for example. Vicidial provides call center managers with several predictive dialing methods from which to choose.
Instructions
1. Log in to Vicidial. Click the "Campaigns" option, located on the right side of the menu, and then select the campaign for which you'd like to set up predictive dialing.
2. Select a predictive dialing method from the "Dialing Method" field. Select "ADAPT_HARD_LIMIT" for predictive dialing below your center's dropped call percentage. Select "ADAPT_TAPERED" for lax predictive dialing for earlier shifts and a more rigid adhere to the dropped call percentage for the later shifts. Select "ADAPT_AVERAGE" for tolerance at or around the drop percentage.
3. Enter a value into the "Adapt Intensity Modifier" field to increase or decrease the activeness of the predictive dialing. Click "Submit."
Tags: predictive dialing, call center, call center managers, call percentage, center managers, dropped call
