Managing the Telephony Area
The Telephony Area is where you can add or remove campaigns to and from dialer(s), set dial lines, set agent lines (if applicable), start and stop dialer(s), and make test calls. Below is a screenshot of the Telephony Area page.
Campaign Assignments is a subsection of the Telephony Area. This is where you can add or remove campaigns to your available list of dialer(s). In the example above, you see a drop down with a list of all available dialer(s). When you select a dialer and click submit, you will see the Add / Remove options for all campaigns in relation to the selected dialer.
Below is a screenshot showing you what happens if I submit a dialer from the drop down list.
As you can see above. You will have two sections called Add Campaigns and Remove Campaigns from which you can manage the campaigns you want to add or remove from your selected dialer in the drop down menu.
This section allows you to add ALL campaigns or a selection of campaigns to the dialer you selected. As soon as you make your selections and click "Add", your changes will be made immediately. If you happen to be managing one of the campaigns you are adding to a dialer, you will immediately see that dialer visible on the right side of the screen under the Line Assignments section.
This section allows you to remove ALL campaigns or a selection of campaigns to the dialer you selected. As soon as you make your selections and click "Remove", your changes will be made immediately. If you happen to be managing one of the campaigns you are removing from a dialer, you will immediately see that dialer removed from the right side of the screen under the Line Assignments section.
Line Assignments is a subsection of the Telephony Area. This is where you can manage your lines, start or stop a dialer, and make test calls.
Below is a screenshot showing you the Line Assignments section with some dialer(s) that have already been assigned to a campaign.
It is here that you can manage lines, start or stop a dialer, or make a test call. In the example above you can see that each dialer has the following fields:
Dialer Name - This is the unique name of the dialer that you can use to manage lines.
Dialer Status - This is the dialer status for your campaign.
Available Lines - This is the available lines that the dialer has left for assignments.
Assigned Lines - This is how many lines you assign for outgoing calls.
Agent Lines - This is how many agents you have taking the transfer calls.
Further up the screen you have three fields that show you more information about your campaign. There are Campaign Name, Campaign Status, and Lines Currently Assigned.
Campaign Name - This is the name of the current campaign you are managing.
Campaign Status - This is the campaigns global status.
Line Currently Assigned - This is the total sum of lines assigned on this campaign from all the dialer(s) below.
License Limit, Assigned Lines, and Available Lines
On the top left of the Telephony Area, within the Line Assignments section, you have a section that tells you your global counts for your entire account. The fields here are Total Licensed Lines, Assigned Lines, and Available Lines.
Here is a screenshot below.
Total Licensed Lines refers to the total amount of lines you are licensed to assign on your account for all campaigns.
Assigned Lines refers to the global count of lines assigned throughout your account for all campaigns.
Available Lines refers to the amount of lines you have remaining that could be assigned to campaigns.
Understanding Licensed Lines and Available Lines on the Dialer
Pay attention here! This is where you need to understand how the logic of your account works.
Licensed Lines are simply how many lines we will let you use on our network. If you try to assign more lines than the available licensed lines, you will get an error message. I will put a screenshot of which section I am referring too in order to prevent confusion.
Available Lines on the Dialer is referring to the available lines on the dialer. I will put a screenshot below to prevent confusion.
As you can see above, there are 9,997 available lines on this test account. In your case you will start off with 50 lines.
You can also see there are 674 lines available on the Bush dialer.
If you have a 50 line license, you can only grab a maximum of 50 lines from the Bush dialer since your licensed limit will prevent you from pulling more resources.
On the other hand, if this dialer had 25 lines available then you would get an error message if you tried to assign 50 lines from your account, even if you had the lines available in your license limit.
Very simply put, you have a Licensed Limit and the dialer(s) have a maximum amount of lines that users can assign to them. All customers share different pools of dialer(s) in order to load balance resources and allow customers to manage the network of dialer(s) that we provide.
If you need more than 50 lines, simply contact support and we can raise your license limit as long as the usage is justified. For instance, if you are only doing 10,000 minutes per month, you will not need more than 50 lines. If you happen to terminate 5 million minutes per month, then you may need to have 3000-5000 lines assigned to your account.
Understanding Agent Lines
The agent lines will only be visible if you are running a Live Transfer campaign. The amount of lines you assign here should be equal to the number of agents you have taking calls.
If the amount of agents on calls reaches the agent lines count you have set, the system will pause until an agent gets off a call. When the system pauses, the calls in progress on the dialer will be allowed to gracefully end. That means if you are running 47 lines and 3 agents and all the agents are busy on calls, the system will pause BUT the calls in progress will be allowed to finish off. This means there is a slight chance you could receive additional transfers while your agents are busy. The chances are slim but it is possible.
Making a Test Call
Each dialer system you have in your Line Assignments section has a test call button that you can use to test out your current campaigns settings. Below is a screenshot with this feature highlighted.
When you click on the test call button, you will see this screenshot below.
You would enter your phone number in 10 digit format with no spaces. After clicking "Call Me", you would receive your test call within 15 seconds.
Starting and Stopping a Dialer
The start and stop button will not appear until your campaign is in a scheduled status. As soon as you have your campaign in a scheduled status, you will see a screenshot like the one below.
You will notice that the Bush dialer has some extra buttons to the right of the scheduled status while the Casino dialer does not. This is because the Bush dialer is scheduled and the Casino dialer is not scheduled.
The three buttons you see currently are Stop, Refresh Status, and Live Line Status.
Clicking Stop will disable the schedule and prevent the dialer that you stop from running. When you click Stop you will see this prompt below.
Clicking YES will stop the schedule on the dialer. Clicking NO will cancel the request and return you back to the Telephony Area.
Assuming we click YES, you will return to the Telephony Area. You will notice the status is now Stopped and the button that previously was a Stop button has now become a Start button. Here is a screenshot below.
Clicking Start will enable the schedule and allow the dialer to run as long as it is within scheduled times. When you click Start you will see this prompt below.
Clicking YES will start the schedule on the dialer. Clicking NO will cancel the request and return you back to the Telephony Area.
Assuming we click YES, you will return to the Telephony Area and see that the dialer is now back to scheduled. Here is a screenshot below.
So now we have covered the Start and Stop buttons. We will now explain the last two buttons which are Refresh Status and Live Line Status.
Refresh Status will update the dialer status if it has changed while idle on the page. This is not a very important button but useful if you want to force the dialer to pick up the correct status in the event it has changed.
Live Line Status will give you a real time view of how many lines are being processed at the moment. Very useful in determining the campaign is running as expected with your programmed line settings.
When you click this button you will see a screenshot like the one below.
- If you have a stopped dialer and get an error trying to start it, you will need to check your schedule and make sure that the current date is within the date range programmed on the campaign.
- When using a Live Transfer campaign you must have a minimum of 1 agent line assigned to submit line assignments.
- Partially Scheduled is a good global status. It just means you are not assigning lines on all the dialer's you have added to your campaign.
- You should learn more about Dialer Status Indicators and Global Campaign Status Indicators to understand what each status means.
- If you want to stop a campaign that is scheduled or running and dialing, you can either remove the lines or stop the schedule on all dialer's with line assignments.
- If your line assignments are mysteriously being pushed back to 0 lines, check the Housekeeping Rules to learn why that is happening.