This diagram shows a typical predictive dialing setup. Note that other computer environments may have slightly different configurations. Some of the labels below are followed by corresponding, typical pseudo-code for the agent and control applications.
|A. A supervisor logs on to the control application, which in turn connects to the telephony platform. Through the control application, the supervisor can establish the campaign, the number of lines needed, the initial pacing data and other dialing information. The application then sends the appropriate information to the telephony platform to configure the campaign. Thereafter, the application can perform call management and data passing automatically.
Make connection via NetBIOS or TCP/IP
SET_USER_DATA (for OAPDE)
START (for OTS)
B. Agents log on to the agent application, which in turn connects to the telephony platform, indicating user and campaign ID numbers. The agents can establish when they are ready. During calls they can also issue first-party control commands to hold, transfer or make conference calls or do things not related to predictive dialing.
Receive data from NetBIOS or TCP/IP
C. Calls are made to the PSTN and paced according to the predictive dialing algorithm.
D. The telephony platform does call progress analysis to determine whether a person has answered.
E. Answered calls are routed to the agent on that campaign who has been available the longest on the campaign to which the phone number has been assigned. Two types of communication are happening at the same time:
E1. Voice is being carried between the agent and the telephony platform.
E2. Data is sent from the telephony platform to the agent application. This data relates to the number dialed and pertains to the person/company with that number.
The application looks in the database and initiates a "screen pop" with a complete record based on the data provided by OTS™. In cases where only one connection is set up for all agents, data can be given an extra field to denote which agent is communicating.
F. Unconnected calls, such as calls placed to answering machines and SIT calls, are reported to the control application.
OUTBD_RESULT (OTS generated event)
G. Throughout the campaign, the control application can retrieve data on the progress of the campaign. It can change any aspects of the dialing such as the list of numbers to dial and the pacing rate.
H. Communication among the agent workstations, MIS platform and telephony platform will be configured according to one's tastes and needs