The document discusses Interaction Dialer 4.0 updates, including how Dialer 4.0 compares to 3.0, new features in Dialer 4.0 SU3, design concepts for automating campaigns using rules and policies, and Intelligent Mobile Connect for TCPA compliance when calling cell phones. Key differences between Dialer 3.0 and 4.0 include multiple active campaigns per agent, consolidated dialer management, blended call dispositions, and more extensive reporting. Dialer 4.0 SU3 introduces a central campaign switchover for redundancy and new views in the Interaction Center Business Manager.

1. Interaction Dialer 4.0 Update
Patrick Casanova
Solution Architect, Contact Center
Steve Owen
Director of Contact Center Development
Scott Swanson
CSM, Sales/Bus Dev

2. Topics of Discussion
• How does Dialer compare between 3.0 and 4.0?
• What is new in Dialer 4.0 SU3?
• Dialer Design Concepts
• Scripting Options for the Agent Desktop
• Intelligent Mobile Connect for TCPA Compliance

3. How does 3.0 compare to 4.0 for customers planning to upgrade?
DIALER COMPARISON

4. Dialer Comparison
How does 3.0 compare to 4.0?
• Multiple Active Campaigns per Agent
• Easier Management
• Blended Call Disposition
• Consolidated History Data
• More Complete & Extensive Reporting
• New Preview Dialing Features
• Email and SMS Campaigns
• IPA Integration

5. Multiple Active Campaigns per Agent
Workflows are Replaced with Concurrent Campaigns
Dialer 3.0
Agent 1
Workflow 1
Campaign 1 (active)
Campaign 2
Agent 2
Campaign 3
Calls Agent Login
Agent 1
Dialer 4.0
Campaign 1 (active)
Campaign 2 (active)
Campaign 3 (active)
Agent 2
Campaign 4 (active)
Workflow 1
Campaign 4 (active)
Workflow
Calls Agent Login

6. Multiple Active Campaigns per Agent
Workflows are Replaced with Concurrent Campaigns
Dialer 3.0 Dialer 4.0

7. Consolidated Dialer Management
Interaction Center Business Manager
Dialer 3.0 Dialer 4.0
Dialer Administration
• Campaign Admin
• Policy/Rule Management
• Etc.
Real-time Stats/Monitoring
• Campaign Stats
• Agent/Disposition Stats
• Etc.
Call List Management
• Import/Export Call Lists
• Query Call Lists
• Update Contact Status,
Attempts, etc
Interaction
Administrator
Interaction
Supervisor
SQL Server
Enterprise
Manager or
Oracle Tools
Interaction
Center
Business
Manager
Dialer Management Console
• Dialer Administration
• Real-time Stats/Monitoring
• Call List Management

8. Blended Call Disposition
Common wrap codes across interactions
Dialer 3.0 Dialer 4.0
Inbound
Call
Disposition:
Wrap-up Code
Outbound
Dialer
Call
Disposition:
Reason + Finish
Code
Disposition:
Wrap-up Code (which has a
Wrap-up Code Category)
• Allows a Dialer call to be dispositioned
using the Interaction Client
• Allows additional reason codes (wrap-up
code categories) to be defined

9. Consolidated Call History
Richer Reporting and Analytics
Dialer 3.0 Dialer 4.0
CIC Database
Call History:
I3_Workflow1_CH0
Workflow 1
Campaign 1
Campaign 2
Agent Stats:
I3_Workflow1_AS0
Call History:
I3_Workflow2_CH0
Workflow 2
Campaign 3
Campaign 4
Agent Stats:
I3_Workflow2_AS0
Call History:
Dialer.CallHistory
Campaign 1
Campaign 2
Agent Stats:
Dialer.AgentStats
Campaign 3
Campaign 4
Dialing Stats:
Dialer.CampaignStats

10. Analytics and Reporting Enhancements
New analytics reporting built from cross campaign data structure
Dialer 3.0 Dialer 4.0
• 1 set of history tables = Cross-campaign
reports + easier, better custom reports
• Reports focus on results across days,
agent utilization across campaigns, call
analysis breakdown, best time to call by
hour, and more
• No cross-workflow reports due to
history tables per workflow
• Focus on abandons, finish codes and not
as much on results and analysis
• Require custom reporting work for
other commonly requested reports

11. Enhanced Preview Dialing
Dialer 3.0 Dialer 4.0

12. IPA Integration
No longer limited to just custom handlers
Dialer 3.0 Dialer 4.0
Policy
Handler:
Use different tools to process
and kick-off an IPA process with
data from the contact record
Pre/Post-Call
Policy
Kickoff IPA Process –
pass it contact details
Kickoff IPA Process –
pass it contact details
Agent Script
IPA Process
Call web service to
insert contact into
campaign call list
IPA Process
Call web service to
update the status of a
contact

13. Interaction Reporter – Dialer Reports
New reporting available in CIC 4.0
• CIC 4.0 still has with it all of the Historical Reports from CIC
3.0 that customers depend on to manage their dialer. These
are the Crystal Reports.
• New in 4.0 are Interaction Reporter reports that are based
on the new reporting platform from Grape City.
• Reports can be
executed
automatically with
the Scheduled
Reports add-on

14. Interaction Reporter – Dialer Reports
Agent Success Report

15. Interaction Reporter – Dialer Reports
Call History Report

16. Interaction Reporter – Dialer Reports
Campaign Disposition Summary

17. Interaction Reporter – Dialer Reports
Campaign Statistics Report

18. Interaction Reporter – Dialer Reports
Dialer Campaign Success Results Report

19. Interaction Reporter – Dialer Reports
Call Analysis Report

20. Interaction Reporter – Dialer Reports
Agent Utilization Report

21. Interaction Reporter – Dialer Reports
Agent Disposition Summary Report

22. Interaction Reporter – Dialer Reports
Call History Report

23. What is new in SU3 for current Dialer 4.0 customers?
DIALER 4.0 SU3

24. Interaction Dialer System Components
System Architecture – High Level
• Interaction Dialer is supported by many
Server components:
– Customer Interaction Center (CIC)
– Central Campaign Server
– Database Server
– Scripting Server
– Interaction Recorder Server
– Interaction Media Server
• Interaction Dialer is accessible through
these client applications:
– Interaction Scripter Client
– Interaction Client Business Manager
– Interaction Client .Net
– Interaction Administrator
– Interaction Attendant

25. Central Campaign Switchover
It’s finally here!
• With SU3, customers can
now install a switchover
pair of Central Campaign
Servers.
• CCS switchover adds a
layer of redundancy to
protect Dialer’s ability to
make phone calls.
• Switchover functions
similarly to CIC switchover

26. Interaction Center Business Manager
New Dialer product views in ICBM
• Dialer has gained new views
in ICBM that will make
managing Dialer 4.0 much
easier

27. Interaction Center Business Manager
Screen shot of new views

28. Interaction Scripter
Choose Auto-Login or Agent Allowed
• In SU3, you can choose whether or not you want the agents
to choose which campaigns they log in to when they launch
scripter.
• If enabled, agents get a pick list of check boxes that
represent the running campaigns and by checking the box
they are logged in.
• If disabled, agents are automatically logged into all
currently running campaigns that they are a member of.

29. Using Rules, Policies, and Schedules to Automate Dialer
DESIGN CONCEPTS

30. Campaign Setup
Best Practice for Implementation
• Information Gathering from Business Owner(s)
• Setup Contact List
• Create Campaign
• Finalize Settings
• Test
• Document
• Deploy

31. Campaign Setup
Information Gathering from Business Owners
• What is goal or objective of the Campaign?
• Who will be called? (Contact List)
• Who will make the call? (Workgroup)
• When will the Campaign be executed each day?
• Are there any contract obligations to consider?
• Are there any regulatory or compliance constraints to consider?
• When does the Campaign need to start calling (first day of
dialing)?

32. Campaign Setup
Develop in a Lab Environment, Deploy to Production
• Use a Lab or Dev
Environment:
– Export your campaign
configuration from the
Lab/Development CIC system
– Import the configuration into
production
– Test the import to ensure
everything is correct
• Release to Operations
– Notify Ops management
campaign is ready
– Transfer knowledge to
leadership. Share
documentation.

33. Automation Capabilities
Schedules, Rules, & Policies
• Schedules: Allow campaigns to
automatically Start and Stop on a daily
basis.
• Rules: Automate how Dialer will react to
real time statistics or events throughout
the day at the Campaign level.
• Policies: Automate how Dialer can change
its behavior in real time based on
statistics or events at the Record level.

34. Campaign Automation
Using Schedules
• To automate when
campaigns are active on
the Dialer, use a schedule.
• A Campaign can only be
set to use one schedule.
• You can assign many
campaigns to the same
schedule to allow similar
campaigns to share a
common schedule.
• You can use schedules to
enforce best time to call
strategies.

35. Campaign Automation
Using Rules to Create Workflow Behavior in 4.0
• Workflows are no longer in CIC 4.0
• However, we have Rules and one of the Action Types is
Agent Management.
• Customers can use this action type to automate moving
agents into and out of campaigns based on time of day,
system event, or campaign statistic.

36. Campaign Automation
Using Rules to Create Workflow Behavior in 4.0
• Example Scenario:
• A customer wants to replicate the following CIC 3.0
workflow in CIC 4.0
– At 8am have all available agents in the Sales workgroup log in to
the Agentless campaign. This allows the Sales agents to answer
live party connects from the outbound IVR that runs until 4pm.
– At 9am have all Sales agents also log in to the Preview dial
campaign to make sales calls out of CRM all day long.
– At 4pm stop the Agentless campaign and log all agents out.
– At 6pm start the Callback predictive campaign and log in all the
Sales agents so they can work the lead generation list.

37. Campaign Automation
Using Rules to Create Workflow Behavior in 4.0
• Rules to the rescue!
• We will need to create 4 rules to create
this workflow. Each rule will trigger the
agent log in and log outs to specific
campaigns during the day.
• Schedules will be used to start and stop
campaigns to keep our rules focused on
just agent management.

38. Campaign Automation
Using Rules to Create Workflow Behavior in 4.0
• The workflow starts
at 8am
• We will create a
time condition that
will trigger the log in
action
• When the action
fires we want to
move the Sales
workgroup into the
Agentless campaign

39. Campaign Automation
Using Rules to Create Workflow Behavior in 4.0
• We repeat the process creating a rule for each log in or log out at each hour.
• Here is the final rule for Team 1’s workflow.

40. Campaign Automation
Using Rules to Create Workflow Behavior in 4.0
• At 9am we need to
add the Sales group
to the Preview
campaign.
• Another rule will be
needed to do this.
• We added an email
alert to let
supervisors know
the transition
occurred.

41. Campaign Automation
Using Policies to Automate Dialer Behavior
• Customer Challenge:
“We want to change the number we use to reach a contact in our
list based on the number of attempts on the contact. For example,
we want to reach the contact on their home phone number first,
then their business number, alternating back and forth. On the last
attempt we want to try them on their mobile phone.”
• Avtex Answer:
“Using a pre-call policy with phone number types, we can automate
the dialer to dial in this way.”

42. Campaign Automation
Using Policies to Automate Dialer Behavior
• Create Phone Number
Types in the Global
Dialer Settings
container.

43. Campaign Automation
Using Policies to Automate Dialer Behavior
• In the contact
list, select the
columns that
are associated
with phone
numbers and
assign the
phone number
type.

44. Campaign Automation
Using Policies to Automate Dialer Behavior
• We will use a pre-call policy to
tell dialer how to cycle through
the phone numbers in the
contact list.
• Create a condition that looks at
the attempts counter.
• Create a behavior that sets the
contact column.

45. Campaign Automation
Using Policies to Automate Dialer Behavior
Repeat the policy for each attempt, alternating the
contact column based on the attempt

46. Campaign Automation
Using Policies to Automate Dialer Behavior
• Customer Challenge:
“We would like to alternate different times of the day based on
the last attempt for a phone number. For example, if we dialed
a record in the morning, the next attempt should be in the
evening. If the attempt was made in the evening, the next
attempt should be in the afternoon and so on.”
• Avtex Answer:
“We can use rules, filters, and disposition policies to
manipulate the next attempt for the record.”

47. Campaign Automation
Using Rules, Filters, and Policies to Automate Dialer Behavior
Create a column in the contact list table to store the next
time to call flag.
We’ll represent the next time
to call using the following
values:
Morning = 1
Afternoon = 2
Evening = 3

48. Campaign Automation
Using Rules, Filters, and Policies to Automate Dialer Behavior
Create three contact list filters – one for morning, one for
afternoon, and one for evening using the next call flag field.

49. Campaign Automation
Using Rules, Filters, and Policies to Automate Dialer Behavior
Create three disposition policies based on the time of day
to set the column for the next time to call flag.

50. Campaign Automation
Using Rules, Filters, and Policies to Automate Dialer Behavior
Create a rule set that contains three actions. Based on time of day,
each action will change the filter to the desired time of day. DON’T
forget add a recycle action!

51. Creating the best agent interface
SCRIPTING OPTIONS FOR AGENT DESKTOP

52. Base Scripter
It does more than you think!
• Use multiple pages to drive a script process flow
– Navigate using buttons
• Imbed contact list and dialer information
• Create pages using HTML tags
– Tables (<tr>, <td>)
– Styles
– External Page References (<a href>)
– Images (<img scr=http://..>)
• Can use staging to more efficient predictive dialing

53. Base Scripter
It does more than you think!

54. Base Scripter
It does more than you think!

55. Interaction Script Builder
Enhanced script design without custom development
Users can create Scripts using HTML Form Designer

56. Interaction Script Builder
Enhanced script design without custom development
Create Actions to perform
functions

57. Interaction Script Builder
Enhanced script design without custom development
React to events using actions

58. Advanced Scripting
Robust scripting giving agents a fluid interface
• Robust design and functionality
• Build web pages using HTML, DHTML, Javascript, etc.

59. Advanced Scripting
Robust scripting giving agents a fluid interface

60. How can businesses using a Dialer today continue to call cell phones legally?
INTELLIGENT MOBILE CONNECT

61. The Cell Phone Challenge
How do you efficiently dial cell phones without a Dialer?
• The Telephone Consumer Protection Act governs how
companies can call consumers.
• There has been a lot of focus on how companies that
use an automated dialer can call cell phones in
compliance with the TCPA without having to manually
dial numbers by hand.
• Preview dialing is not an acceptable mitigation strategy
because it still uses an automated dialer that is capable
of making system generated calls.

62. Intelligent Mobile Connect
The un-dialer for calling Mobile and VOIP numbers
• IMC is not built using any part of Interaction Dialer,
therefore it has no capability to make a system
generated call.
• IMC uses Interaction Process Automation (IPA) to
deliver outbound calls as work items to agents.
• Calls are routed through Workgroup queues to
deliver consistent reporting
• Human interaction with the dialing process is
enforced by the system design. No way to make it
automated.
• IMC’s high level process flow for making calls:
– Supervisor receives work from IPA
– Supervisor reviews agents that are logged in and
decides when each call is placed
– Agent gets a call when IPA gets a connect

63. Intelligent Mobile Connect
Segmentation strategies to reach compliance
Separate CIC Pairs Single CIC Pair

64. Is IMC a Good Fit for Me?
Avtex successes using IMC for our customers
• IMC is a great tool for customers who need to make
calls to cell phones by segmenting cell phone “dialing”
to a manual process but still gain the efficiencies of a
preview-dial campaign to ensure numbers are dialed
correctly.
• IMC can also be used for customers who want to only
do preview dial campaigns and who do not have Dialer
already. Customers who need to call a specific contact
list can use IMC to run their campaign.

65. Wrap Up
Questions?
Thank You
Contact Your Account Executive or CSM for Your Dialer Needs!