Add Dialer

To add a dialer, click on the "Add Dialer" button from the Dialers Module.

Sagicc will take you to the dialer creation form, where you need to enter the following required information:

• Campaign: Select the Sagicc campaign where the clients/accounts to be called in the dialing process are loaded.

• Action: Select the action to be performed by the dialer.

  • Call Campaign: When the customer answers the call made by the system, they will be redirected to the waiting queue of a specific campaign for assistance by one of the assigned agents.

  • Play Audio: When the customer answers the call made by the system, a specific audio will be played to provide information to the customer. By default, once the audio playback is completed, the call will also end.

  • Call Extension: When the customer answers the call made by the system, they will be redirected to a specific extension. In this extension, a connected agent may be available to handle the call, or a pre-configured IVR system with which the customer can interact.

• Create as SCHEDULED DIALER: Mark this option if you need the dialer's execution to take place on a scheduled or periodic basis. When activated, select the frequency (DAILY, WEEKLY, MONTHLY) and specify the necessary settings for the chosen periodicity.

• Additional Options:

  • Predictive: Check this option if you want the dialing process to be carried out using predictive algorithms. Otherwise, dialing will be done progressively.

• Send to Queue: For dialers whose action is Play Audio or Dial Extension, check this option if you want the customer to be redirected to the queue of the selected campaign after the main action is completed.

• Channels: Maximum number of phone channels that will be used for the dialing process. Note that by occupying phone channels for the dialer, the available channels for outbound calls from other campaigns are reduced.

• Parallel Calls: Number of simultaneous calls that will be generated by each available agent.

• Attempts per Customer: Maximum number of dialing attempts that will be made for each customer in the dialing process. If it is not possible to establish communication with the customer and the maximum number of attempts is reached, the dialing status will be FAILED.

• Ring Tones: Maximum number of ring tones allowed for each call. If the maximum number of ring tones is reached and the customer does not answer the call, it will be considered a failed dialing attempt.

Verify that the information is correct, and click Save to add the dialer. If the process is completed successfully, you will be automatically taken to the list of dialers, where you will see the newly created dialer in the NEW state. To start the system from generating calls automatically, click on the START button for the dialer.