The Dialer SOD is a Strategy on Demand Workflow of Activity Type “DLRSOD”. This type of SOD Workflow serves to qualify telephone numbers at moment in time. These telephone numbers are presented to the dialer for either predictive dialing or use in a separate application, to use with the Agent Call Initiator or “ACI” application to dial mobile phones.
This SOD can only be created from by accessing the Contacts Strategy Workflow Manager from the Dialer Console as shown below:
Step 1: Create the Dialer SOD Workflow
To create a dialer Strategy, follow these steps:
- Open the Contacts Strategy Workflow Manager
- Click on the to add a new dialer Strategy
- Populate the basic required fields
- Strategy Code
- Strategy Direction (Inbound or Outbound)
- Strategy Description
- Click on the to save the Strategy
- Use the Evaluation Objects to define the criteria of the accounts to be targeted
- Use the Update Objects to define the criteria for any required updates
Note: By default the system requires that there be at least one phone number to call.
Step 2: Test Dialer SOD Workflow
To test a Dialer SOD Workflow, click on the button. The following dialog box will be displayed requesting the number of telephone numbers to return:
The system will show the test harness is being executed.
And display a message when the test is completed.
The test harness will display four tabs:
- Eval: displays a grid with the entities that qualified under the set of evaluations defined
- Update: displays a grid with the entities that will be updated based on the update definitions
- SQL: displays the SLQ statement for the query
- Dialer: displays a detail of the number of telephone numbers requested in the test harness
Once tested, the Dialer SOD Workflow is ready to be used as a Strategy part of a Strategy Group. To create a Strategy Group, return to the Dialer Console and click on the “Strategy” tab. The newly created Dialer SOD Workflow will be displayed under the “Unpublished” panel.
Note: if the SOD Workflow is not displayed, click on the button to refresh the page.
To be able to use this Strategy, click on the button. This will move the Strategy from the Unpublished to the Published panel.
Then and only then it can be added as part of a Strategy Group. A Strategy Group is the combination of one or more Strategies with one or more Users or Groups. To create a new Strategy Group, click on the “Strategy Groups” tab in the Dialer Console.
At the bottom right corner of the Strategy Groups window, click on the button. This will open a dialog box prompting the user to enter a name for this Strategy Group. Enter a desired name for this Strategy Group.
The newly created Strategy Group will be displayed.
To add a Strategy to this Strategy Group, click on the button at the lower right hand corner.
Select the Strategy and click “Add”. This will add the Strategy to the Strategy Group.
Now, add Users to the Strategy Group. For that, click on the “Users/User Teams” tab. From the “Select an Action” drop-down, select “Add Users” and click “Go”.
This will display the list of Users.
Select the users needed from the list and click on the “Add” button. If any users are missing, check the “Users” tab and ensure they are published. The list of “Unpublished” users is list of the user profiles in the UserID table (Tables – Company Tables – UserID Table)
Step 3: Strategy Activation
Once a Strategy Group is in place, in order to turn a Strategy on, click on the Strategy Activation tab to display it. In order to display any new Strategies recently published, click the “Refresh” button to display them.
Once the desired Strategy is displayed, click on the button to turn it on.
At this point, any agents assigned to the Strategy Group that log in to the dialer will begin to receive predictive calls.