How to set up a Predictive Dialer

A predictive dialer is a calling method that automatically allows you to make phone calls to a list of phone numbers and connects answered calls to the user who is ready to pick up the call.
If you wish to start a predictive dialer, please first check Start a Predictive Dialer.

  IMPORTANT

  • You must be subscribed to a separate contract to use this feature. Also, this feature can only be set by users who have permission to edit predictive dialer settings according to Permission settings for MiiTel services

Contents

Step 1: Set up the queue

With the predictive dialer, you will make a phone call to a list of phone numbers that you've set up on MiiTel Analytics. If the person on the list answers the call, users will receive a call on MiiTel. However, let's say the number of people who answered is greater than the number of users who are available. For this case, you would need to send automatic voice guidance and make the phone call on hold for the people who need to wait, so you would need to set up the queue before starting a predictive dialer.

  IMPORTANT

  •   Please note that the new queue settings and changes will be reflected at around 3:30 a.m. of the following day.
  1. Log in to MiiTel Admin. (Click cog-solid__1_.svg located on the top-right of MiiTel Analytics.)
  2. Click Incoming > Queue.
  3. Click Add new queue.
  4. Set the following fields, then click Save.

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1User group: Set the group you wish to transfer the call with the queue. You'll have to make a group on User group in MiiTel Admin before making a new queue.

2Queue name: Enter the title of the queue.

3Description: Enter the description of the queue.

4Call distribution type: Select the order of users to pick up the call.

Call all members

  • All members will receive the call at the same time.
  • The first person that answers the call will be connected.

Call the member with the longest waiting time

  • The person with the longest waiting time for this queue will receive the call. (The time you spent on phone calls outside of this queue will not count as the waiting time.)
  • Even if the ring time goes over the Maximum ring time, the same person will receive the call.
  • If the person can't pick up the call or clicks Decline, the next person with the longest waiting time will receive the call.
  • Other members (except the person who received the call) will not receive the call.

  NOTE

  •   The data of the waiting time will reset once a day during maintenance hours.

Call the member with the fewest calls

  • The person with the fewest calls for this queue will receive the call. (Phone calls outside of this queue will not count as the number of calls.)
  • Even if the ring time goes over the Maximum ring time, the same person will receive the call.
  • If the person can't pick up the call or clicks Decline, the next person with the fewest calls will receive the call.
  • Other members (except the person who received the call) will not receive the call.

  NOTE

  •   The data of the number of calls will reset once a day during maintenance hours.

Call randomly

  • One random person will receive the call.
  • If the ring time goes over the Maximum ring time, another person will randomly receive the call.
  • Other members (except the person who received the call) will not receive the call.

Call in order

  • With the order set by the system, one person will receive the call.
  • If the ring time goes over the Maximum ring time, the next person will receive the call.
  • Other members (except the person who received the call) will not receive the call.

5Queue sound: Set the audio file to play while the call is on hold. (You'll first need to add a sound on MiiTel Admin.)

6Maximum ring time: The number of seconds the person's phone will ring. (If you set "Call randomly" or "Call in order" for the Call distribution type: If the ring time goes over this number, the next person will receive the call.)

7Maximum wait time: The maximum number of seconds to keep the caller on hold in a queue. If the wait time goes over this number, the call will automatically be disconnected.

8Retry interval (seconds): The number of seconds to wait before calling the next person based on the call distribution type.

9Maximum number of waiting calls: The maximum number of calls that can wait at a time.

Step 2: Set up the predictive dialer

Next, you will set up the predictive dialer by using the queue which you've set up in Step 1. You can set it up by simply entering all details on MiiTel Analytics or using a template.

  NOTE

Create a template

  1. Click Predictive dialer clipboard-list-solid.svg on MiiTel Analytics.
  2. Click +Add Predictive dialer.
  3. Set the following fields.

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1Register template: If you check here, you can save these settings as a template.

2Circuit name (phone number): Set the phone number you will use to make the call.

3Queue: Set the queue you've set up in Step 1.

4Predictive dialer name: Set the title of the predictive dialer.

5Concurrent call: Set the number of phone calls you can dial simultaneously. (1 - 50 calls)

6Dial timeout (sec): Set the number of seconds of the dial time to call the destination (10 to 360 seconds)

7Wait timeout (sec): Set the number of seconds the person will have to pick up the phone call after the destination side picks up the predictive dialer, which is also the maximum number of seconds to keep the caller on hold in a queue. (10 to 360 seconds)

8Call interval (sec): Set the number of seconds to make a phone call to the next phone number in the list. (1 to 360 seconds)

9Import call destination list: Click Choose File, and select the phone number list you've in CSV format.

  NOTE

  •  The maximum number of rows in a CSV file is 50,000.
  •  You can enter the phone numbers with or without hyphens.
  •  Start making the phone number list from the second row.
    The following image is an example of a phone number list. (You must include the phone number. Name and memo are optional.)

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