Glossary
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Agent
Another name for a user on Dialer360, it also implies they do not have administrator access AGI – (Asterisk Gateway Interface) In Dialer360 AGI scripts are designed to allow application level
control of selected features, and increasing their existing level of functionality.
API
(application programming interface) These can be set up to automatically execute commands that are generally handled by the agent or admin. Agent APIs deal with commands the agent would normally handle, while Non-agent APIs refer to administrator functions.
Answering Machine Detection (AMD)
Dialer360 software detects answering machines and voicemails. Agents will only receive live calls.
Average Handle Time
The average amount of time an agent spends on a phone call.
Average Wait Time
The average amount of time an agent waits for the next incoming call.
Blended
allowing both inbound and outbound calls
Broadcast dialing
a campaign that places calls without the aid of human agents. When the recipient answers a message is played and then call is disconnected. This is used for announcement recordings to be played to customers that have already opted to receive the call (school closings, prescription reminders, etc.). Also known as “robo-dialing”
Blended Calling
Dialer360 software can make outbound calls and takes inbound calls.
Call menu
an automated attendant that plays an announcement to the caller, offering several routing choices based on which button they presses. This is also know as an IVR (interactive voice response).
Call times
In Dialer360 the outbound call time is relative to the local time zone of the lead being called. For example, if the campaign’s call time was set to “9am-5pm”, a lead would not be called until it was at least 9am local time; regardless of what time zone they lived in. For inbound calls, the call time is based on the server time. Anything outside of that time is considered “after hours”.
Campaign
the basic module of Dialer360, allowing for outbound calls. A user will need to log into a campaign to be able to place or receive phone calls.
Carrier
The telephony provider that connects calls to, and receives calls from, the public telephone network.
Chanunavailable
this indicates calls the dialer intended to place, but didn’t have enough lines available to send it to the carrier.
CID
(caller identification) The phone number displayed on an outbound phone call
Closer
The agent that receives a transferred call from another user (the fronter) in Dialer360.
CNAM
(Caller ID Name) The name displayed on the recipient’s caller ID. While the caller ID number is sent along with the call, the caller ID name is supplied by the receiving party’s carrier. If the recipient carrier’s database is not updated frequently CNAM can display a previous owner for the phone number. Sometimes this may even display the state or “unknown” if the phone number doesn’t exist in their database at all. Canada is the only exception, allowing carriers placing the call to send both caller ID number & name.
CONGESTION
a carrier message indicating the dialer sent calls to the carrier that they were unable to place.
CRM
(Customer Relationship Management or Customer Resource Management) Any system designed for storing and handling customer interactions and data. The custom fields feature allows you to create a wide array of new tables to retain customer information. They allow it to perform most CRM features. Dialer360 can integrate directly with any web-based CRM, using a URL string to post data.
DID
(Direct Inward Dialing) A phone number, provided by a carrier, so the dialer can receive incoming calls. Also called DDI (Direct Dial In) in Europe and Australia
Disposition
The final status placed on a lead. (see “status”)
DNC
(Do Not Call) Customer designated to not be called back, either due to personal request or having been placed on the National Do Not Call list.
DNC
(Do Not Call) Customer designated to not be called back, either due to personal request or having been placed on the National Do Not Call list.
Direct Inward Dialing (DID)
Refers to a telephone number that is dialled by the call centre agent.
Dual-tone multi-frequency signalling (DTMF) –
Tones that determine which numbers were pressed by a customer during an IVR (Interactive voice response).
Filter
a script designed to use one or more set criteria to dial certain phone numbers that reside in a much larger list. For example, a list may contain thousands of leads for people spread across the country. A filter would allow you to dial only men named “Matthew” in one particular town.
Fronter
The user that transfers a phone call to another agent (the closer) in Dialer360.
Frontier
Call Centre Agents who take inbound calls or make outbound calls. They decide if a customer has the potential to buy and then sends the call to a close.
Hotkeys
A feature in Dialer360 that allows the agent to disposition calls more quickly. It is enabled in the campaign and statuses are assigned a preset number (0-9). The agent mouses over the “hotkeys” button on their screen and selects the corresponding number. This saves the time of going through several steps, and they are immediately available to take another call.
Hopper
A buffer that continuously grabs a number of leads to dial based on the dialler settings.
Where the dialer temporarily places the leads, just prior to dialing them. Rather than pulling leads from the database one at a time, which is resource intensive, every 60 seconds the dialer grabs a group of leads. Once a lead is selected, the hopper script runs all of the system checks (call time, filter, DNC list, etc.) before placing it in the hopper to be dialed.
IAX2 -
(Inter-Asterisk eXchange) a voice over IP protocol native to Asterisk based systems. This is sometimes preferable to SIP, because it can navigate network firewalls more easily.
Ingroup
– a queue, staffed by agents, allowing them to receive inbound calls. The Ingroup must be attached to a campaign, to allow the agents to log into it.
Inbound Call
When a customer or potential customer calls into the call centre.
Interactive Voice Response (IVR)
– known as a call menu. The caller interacts with a voice system which gives instructions on what numbers to press for a specific option.
LIDB - (Line Information DataBase)
used in the US and Canada to store and retrieve caller ID records.
List ID Override
Several campaign features can be overridden on a list by list basis. These features are: agent script, campaign caller ID, answering machine message, drop inbound group, web form, web form 2, and transfer-conf 1-5. If any of these are set on the list they will supersede the campaign’s setting. Once a list override has been enabled, the word “OVERRIDE” will appear (in red print) next to the corresponding campaign setting.
Lead
– An individual that may benefit or who have shown interest in your product or service.
Manual dialing/click to dial
This is the MANUAL campaign dial method. The leads have been preloaded into the dialer and selected for the campaign. The agent clicks a “dial” button on their interface to place a call to the lead the system selected for them. In this dial method the calls are placed one at a time. The agent initiates the call, although they have no choice regarding who is dialed.
Outbound Call
– An outgoing call made using one of the dial methods available (i.e., progressive dialer)
Phone Code Override
– This is found on the web-based lead loader and allows you to specify the phone code (also known as country code) for an entire list of leads, rather than on each one individually.
Phone Number Prefix
– In the US, this is the set of 3 digits that immediately follows the area code. In the example phone number “123-456-7890”, the telephone prefix would be “456”.
Phone registration
– n order for phone to work with Dialer360, it needs to be registered to a phone extension at all times. First, the phone extension must be built in Dialer360 (Admin-Phones), for the phone to connect with. Then the software or hardware phone will require specific information to register (IP address, registration password, extension, VOIP protocol, etc.), depending on the type of phone. Once the phone registration has successfully completed, the agent can log into the system to place and receive calls.
Predictive dialing/adaptive dialing
This uses an algorithm and administrator configured settings to dynamically increase or decrease the number of calls placed per agent throughout the day. Because this dial method is designed to adjust as it dials, it requires less supervision than ratio dialing.
Press 1
– a campaign that engages the recipient to “press 1” to continue (or agree to) the call, and is then transferred to an agent. This is type of call is currently illegal in the US unless it is placed business to business, for political, or not-for-profit purposes. This is known in Dialer360 as a “survey campaign”.
Preview/Manual Mode Dialing
– When the agent initiates the phone call by clicking a “dial next number” button. If preview mode is enabled, the agent can preview the lead’s information fully and read notes before calling. The agent hears the phone ringing and hears the customer pick up the call and say “Hello.”
Ratio dialing
– Using this dial method, the dialer allocates a set number of lines per agent. The dialer then constantly places calls on the allotted lines. For example, with a dial method of RATIO, and a dial level of 2, the system will constantly place 2 calls per logged in agent.
Remote agents
– In terms of Dialer360 , this is any user that is connected to the system by phone only, and does not have a computer. This was originally designed for users out in the field, that may only be connected over a mobile phone or hardline. The dialer can still send them calls, but they don’t have any of the call control functions offered in the agent interface.
Ring-all
– An ingroup setting that allows all of the agents’ phones to ring, rather than sending the call to just one of them. The first agent to answer their phone receives the call.
Robo-dialing
– a campaign that places calls without the aid of human agents. When the recipient answers a message is played and then call is disconnected. This is used for announcement recordings to be played to customers that have already opted to receive the call (school closings, prescription reminders, etc.). Also known as “Broadcast dialing”
Safe Harbor message
– Named because of its designed intent to comply with US FTC Safe-Harbor regulations (see “FTC Safe Harbor Regulations”). The second provision states that if a call is dropped, the caller must play a message stating the name of your company, why you are calling, and a phone
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phone number where the company can be reached back.
SIP
– (Session Initiated Protocol) a specific VOIP protocol. Dialer360 is capable of using either SIP or IAX2 protocols to send voice traffic.2016-11-26 version 384 ©2016 Dialer360 Group
phone number where the company can be reached back.
Status
– This is the system state of the lead. The system dynamically changes the status throughout an active call. For example, when the call is placed it’s statused as DIALING, but once connected to a customer, the system will change it to INCALL. Once the call has ended, the final status placed on the lead is known as the disposition.
Survey dialing
– a campaign that engages the recipient to “press 1” to continue (or agree to) the call, and is then transferred to an agent. This is type of call is currently illegal in the US unless it is placed business to business, for political, or not-for-profit purposes. This is also known as “Press 1” dialing.
Trunk
– A connection that allows calls to, and from, the dialer. A “trunk” generally refers to the connection with the carrier, but it can also include any other system that would send or receive calls with Dialer360.
URL
– (Uniform Resource Locator) This is the specific character string displayed on top of a web browser, inside an address bar. This is usually designed to allow someone to access a resource of information on the internet or private network. Since Dialer360 is web-based, it can also be used to dynamically post information and integrate with other web-based systems (CRM, billing program, shipping & receiving software, etc.).
User vs Phone
– This can be confusing to new users of Dialer360. The phone (either softphone or hardware phone) is registered to a phone extension in the system. That phone extension is then assigned to that desk phone or PC, it doesn’t move around (unless re-registered). The user represents a unique person and they can login from any registered phone. This why the dialer requires 2 separate logins for the agent. First the phone, then the user. So that understands where and whom it will be sending the phone calls.
VDAD
(Dialer360 Auto-Dial) When this is listed as the “user” for a call, it means the system handled it and it was never sent to an agent.
VOIP
– (Voice Over Internet Protocol) The delivery of voice communication over a network (usually the internet), rather than using the Public Switched Telephone Network (PSTN).
Web form
– A web page that allows a user to enter data that is sent to a server for processing. IN the case of Dialer360, the Web Form & Web Form 2 buttons can launch different URL scripts containing static or variable data for performing a multitude of tasks. Generally this is the most common way for agents to send data to another web-based system (CRM, billing program, shipping & receiving software, etc.).
