Outbound Call Handling

Customize your outbound calls settings, including dialing mode, call interruption handling, and more. You can read more about Dialing Modes in the Dialing Modes section.

Table of Contents

• To Access Outbound Settings
• To Select Dialing Mode
• To Assign Phone Numbers to an Outbound Project
• To Select Disposition when a Call is Interrupted
• To Allow or Forbid Agents to Call Robinson List Records
• To Enable or Disable the Client Search Worksheet to Remember Filter Parameters
• To Customize Dialing Preferences
• Answering Machine Detection
• Answering Machine Detection — Settings Overview

To Access Outbound Settings

1. Select a project from the project list.
2. Select Channels > Voice > Outbound.

To Select Dialing Mode

1. Select a project from the project list, then select Channels > Voice > Outbound.
2. Select an option from the Dialer mode drop-down list.
3. Press Save.

Note: For more details about dialing modes, see Dialing Modes.

To Assign Phone Numbers to an Outbound Project

1. Select a project from the project list, then select Voice > Outbound.
2. Select the Routing & CLI tab.
3. In the Assigned phone numbers section, press Assign phone numbers.
4. Mark or unmark the checkbox beside the phone numbers you want to use in your outbound project.
5. Press Assign.
6. Press Save.

Note: When using Predictive and Power dialer mode, the system chooses a random phone number from the list of assigned phone numbers for every outbound call. When using Manual dialer mode, the agent can choose the phone number to be used from a drop-down menu before each call. If the operator has a dedicated phone number, then this drop-down list will remain inactive.

To Select Disposition when a Call is Interrupted

1. Select a project from the project list, then select Channels > Voice > Outbound.
2. Select a disposition from the Disconnected during call drop-down list.
3. Press Save.

To Allow or Forbid Agents to Call Robinson List Records

• Read about Robinson lists in the Managing Robinson Lists section.

To Enable or Disable the Client Search Worksheet to Remember Filter Parameters

1. Select a project from the project list, then select Channels > Voice > Outbound.
2. Select Manual from the Dialer mode drop-down list.
3. In the Dialing settings pane, mark or unmark the Remember search parameters check box.
4. Press Save.

Note: The application will remember search parameters until the agent logs out from the project.

To Customize Dialing Preferences

1. Select a project from the project list, then select Channels > Voice > Outbound.
2. Set the desired settings in the Dialing settings pane. Setting descriptions are described below.
3. Press Save.

Note: This function works only in manual dialing projects.

Answering Machine Detection

Answering machine detection (AMD) can determine if your call was answered by an answering machine or a fax machine, so that the agents don’t need to handle these calls.

Note: The AMD feature can be manually enabled for your account by VCC Live®. Enabling AMD requires an initial test phase. The test phase includes adjusting your AMD settings to be able to recognize answering machines for phone calls coming from a specific country or a telecommunications service provider’s phone number.

Answering Machine Detection — Settings Overview

You can define whether you want to hang up the call (and allocate a Machine disposition to the record), or transfer the caller to an inbound process of your choice when the system detects that the call has been answered by a machine.