We have a davox dialer with meridian pbx. I am facing a problem of high wait time, although i am running lists according to timezones and approriate line ratio, still i get too many answering machine,no ans,drop etc.To make it short i want to get high contact ratio. Can anybody help me with some config changes required?
In my trunk stats i see , connected,dialing ,ready and INUSE (high) .also when i monitor trunk through supervisor console , it takes 4-5 sec when i switch between trunks.

Your suggestions are welcomed.

Thanks in advance

Sid

Sid,
In general - if you are getting many NoAns, AMD, then the customers are not in. (though it may be worth checking AMD is working correctly).
If this is the second pass through the data, then make sure that you call them at different times of the day etc - modify the REPASS filter.

If you are getting many drops , then try changing the hold message - to keep customers on the phone.

These are general problems - and not so much specific to Davox.

Richard

It is surely true that when the answered call rate drops then wait times will tend to go up.

An effective dialer should be able to cope well with difficult dialing conditions by raising the dialing rate, but doing so within the relevant code of practice.

In the UK, the accepted code is that set out by the DMA which makes it very clear that if no agent is available to take a call, then the dialer should abandon the call within one second of it being answered. It is frankly disappointing to see a (any) vendor giving a recommendation that goes against this rule.

As of now neither the DMA nor Ofcom is very likely to impose penalties of any kind on any call centre indulging in this practice, but consider this.

* If this sort of practice persists in the UK market, then Ofcom (as they have already indicated publicly) will be obliged to set strict rules, with penalties for non-compliance, just as happened in the US. If you are contemplating dialer investment, it is no bad idea to future-proof yourself, and invest in a dialer that can work effectively within the rules
* But there is a better reason for not puting called parties into a hold queue. They simply don't like it, and the chances of 'success' on such a call drop dramaticaly when you do it, more than wiping out any supposed gain in productivity.

Just before I rant,

Michael,


The DMA and OFCOM DO enforce, and WILL investigate every complaint.

The will also Fine for breach and have got a bit happier in the last year about whacking a 10K fine on, not for a first offence but after. I think you get one warning (it's on an each and every basis as well)

So one badly setup list on an unpopular campaign at the wrong time of day and 'Bang goes the Margin'

HTH

DaveA

Sid

It certainly sounds like you need to change some configurations on the dialer and review the lists you have. Without more information its difficult to give the correct advise to your specific set-up but I suggest you contact your local Concerto (previously Davox) support organisation for assistance. They will be able to go through your particular set up and help you get configured so that customers are not waiting on hold for agents to become available. Your Unison dialer adheres to all international dialer legislation. You can download a whitepaper from the Concerto web site on dialler legislation if you are unsure what legislation you need to be adhering to. www.concerto.com

If you are unsure of the contact details of your local Concerto Support desk email me your company and location and I will have your support team contact you.

Tiffany Mannion
tiffany.mannion@concerto.com

Yes of course....
I was not indicating breaking any code of practice - and would not do so.

Sid did not indicate where he is based, the type of call, nor where he was calling, each of these are relevant. I believe that he is not UK based.

I was merely suggesting it as a way of improving the system performance.

Richard

I was not indicating breaking any code of practice - and would not do so.

Sorry Richard wasn't aimed at you. Rather...


Should Users Care about DMA Compliance

and

As of now neither the DMA nor Ofcom is very likely to impose penalties of any kind on any call centre indulging in this practice,

I was really trying to get the point over they will go after you.

I have a personal policy of 'First call is free', I ask to speak to a manager
and explain I'm TPS'd any why did they phone me?

If I get a second I'll do the same but the DMA and OFCOM WILL get complaints raised by me.

On the occasions I've done this I've always had a response from them. These
have included a couple of fines for people who are repeat offenders.

HTH

DaveA

Sid, you should try using Precision Dialling within the campaign set up (ensure RESCHED is set to end call in campaign manage attributes or it won't work).

This should ensure your drops are kept to an absolute minimum, the dialler will load the telephone number on the switch but will check the hold queue to see if any calls are in message, if there are calls awaiting an agent the dialler will not dial the call but will clear down the number and load the next one for dialling again checking the hold queue before completing the dial.

I would need more detail from your system regarding the toplogy of your telephony network before I could comment on why your set up seems to have a long delay between monitoring agents but you could escalate to your support group as a possible issue.

If you are getting less than 85% connects and 25% contacts on the list change it for another or apply a filter to dial numbers at a different time dependant on passcount, this should help.

Hope it helps,

Regards,

Ian

The hold queue is used for any call that is not answered on the dialler, just don't use a message option in campaign attributes (PLAY_MSG = disable)

HTH

Ian

I m still confused.

I have changed the User defined queue attribs as:

Drop: Redial immediate manual
DropRD: 0
NBR=0
Reshed: Redial Immediate manual
No agents on hold=1
Linratio 1:2
holdcycle=0


Earlier I used the following

DROP= end
DROPRD=10
RESCHED=Disable
NBR=3
Agents on hold=2
Line ration 1:2
holdcycle=1


After these changes , my drop ratio has come down to 0.1%
Calls connected after hold: 99%
abort= 0.1


All your comments and suggestions are welcomed.

Sid

Hi Sid,
Could you please share the results of the changed attributes, apart from the drop rate, what is your average wait time and the contact rate currently?

Hi Amol

Contact rate is 12-15% percent approx
Wait time 2-5 sec


Sid

Can anybody help me making Trickle table in Davox.
Is it used for Inbound ONLY , or it is possible to make one for outbound.

My idea behind is to get all the numbers which did not pass through the first pass are stacked into trickle table, and automaticaaly when original table finishes dialer starts dialing the trickle table.
Sid

Trickle is normally used for inbound, although it can be used for outbound. Creating a trickle table is done in CTO - populating it is a much more difficult task and requires PS work.
In this case I do not believe that trickle mode is the answer to your problem. The use of multiple tables and a repass filter will do what you require. This would be quicker, easier, cheaper and less error prone.

Outbound trickle is designed for dynamic addition of records - eg web callbacks.

Richard.

Hi Friends

I am back after a long time on this forum. Thank you all for your suggestions and advise. About 2months after my initial post, we upgraded the system with latest service pack.

Now I use more number of tables of about 10k records each, rather than one big list as earlier. I use resched with "end call" option. Results are far better now as compared to before.

Thank you all.

Sid

Trickle Tables, can be used for outbound. I have utilised these on a number of campaigns, more rather than less records work better. Use trickle tables to allow you to stream records from A N OTHER relational database / data source to minimise network overhead when 'downloading' records onto your dialler. Basically an open FTP stream between server and dialler you can use this to constantly update your contact strategy.

One thing to be aware of, campaign stats do not reflect the true picture of records in calling lists (as the dialler doesn't know how many records are available in the remote server but a few well placed SQL queries on a web page can help there.

With development from your support org you can use remote contact databases to dynamically exclude inbound contacts from outbound lists etc but this depends on Unison version, contract and desktop / middleware applications.

DMA compliance, it's in your interests. Ofcom do fine £10k for breaches. If you get a call from a company inform them they must remove you from all further marketing activity. If you are a present customer of them they can inform you of changes to your account etc though..... :-)

HTH

Regards,

Ian.

I am using Lyrical for agent desktop screen.I want to my agent to play messages, which the customer should be able to hear and also the call recording should have that messg. I know tha tin queue attribs Play mesg has to be enable,but how do i configure a button with the play mesg fuction using lyricall.Can anyone help??


Thanks

You need to define a Termination code which has a translated input of play message X, then associate that code with a button on the page.
As simple as that!