Multi-Project Dialing and Inherited Projects

The various dialer modes constitute an essential part of VCC Live. In this section, we describe some of the key aspects of our Dialer feature that ensures a smooth workflow for our customers.

• To learn more about our Power and Predictive Dialers, visit this guide.
• To learn more about our Outbound IVR solution, visit this guide.
• If you want to get familiar with our non-automated dialing solution, read how the Manual Dialer works.

Using the Dialer in Multiple Projects

Agents can log in to multiple projects at the same time. After providing their credentials on the login screen, agents can select one as primary and multiple projects as secondary in the project selection screen. Projects with Power, Predictive, Outbound IVR or Manual dialers can be selected as primary ones, and then the remaining projects can be selected as secondary.

Once logged in, agents can be connected to all the initiated calls of the dialers from the primary projects they logged in to. Callbacks are received from secondary projects too, but this is a project-specific setting that can be set per project by the supervisor. If a call is established, VCC Live recognizes the related project and loads the relevant script for the agent.

The same recognition feature appears in the case of OIVR projects: the system loads the proper IVR structure created for the project the called number is included in.

Inherited projects

VCC Live has a newly implemented dialer type called Inherited. This means that if you select this mode, then you can choose the ‘host’ project from a drop-down list below, so your current project would use the dialer of the chosen project. You can choose either Predictive or Power dialer projects.

In practice, from a user perspective, this means that for example:

IF

• For Project 2, the dialer mode is Inherited,
• The selected Inherited project ID is Project 1
• And similarly, for Project 3, the dialer mode is Inherited,
• And the selected Inherited project ID is Project 1

THEN

• The dialer of Project 1 recognizes Project 2 and Project 3 as its secondary projects,
• Starts calling records from Project 2 and 3 too

Weight

There is an option to apply weighted values for your selected project. This is useful when using multiple projects for a dialer. All primary projects work with a weight of 100, while the weight of secondary projects (with the Inherited dialer mode) can be set to a different value.

Following the example above:

IF

• Project 1 is the primary project with a Predictive dialing setting
• Project 2 is a secondary project with an Inherited dialing mode, with a weight value of 20
• Project 3 is a secondary project with an Inherited dialing mode, with a weight value of 10
• And there are 1000 records that need to be called

THEN

The predictive dialer starts calling these records in separate batches, one after another. One batch consists of 400 records. Therefore:

• The Predictive dialer calls 308 records from Project 1,
• 62 records from Project 2, and
• 31 records from Project 3.

When the dialer ends initiating calls from this first batch, then it moves forward to the next batch of 400 records as described above, and then the remaining 200.

You can find the above dialing settings in project > Channels > Voice > Outbound > General settings tab.