WarmConnect Hosted Dialer and Contact Center

A user of our hosted predictive dialer recently asked us a few questions regarding migrating a hosted dialer to an inhouse server. The questions pretty much covered all you need to know about this, so this blog entry reproduces his questions and our responses to him:

Vicidial does many things, which makes it sometimes difficult to configure. This post explains how to setup a broadcast, survey or press 1 type of outbound campaign. This type of campaign makes Vicidial broadcast a message to its list, and optionally connect the callee to an agent by pressing 1 or another digit.

First a note on the term. In predictive dialing the dialer tries to look ahead and predict when one of your agents is likely to be free, and dials ahead of the fact to reduce agent waiting time. It bases its prediction on the average length of conversation and the average time taken to connect a new call. Since these two measures are based on averages, it works better for larger teams and often fails to keep idle time low for small ( to 5 agents) and medium (5 - 40) teams unless tweaked. This post explains some of the tweaks provided by Vicidial.

This video tutorial explains how to setup a Softphone (Zoiper and xLite) with your OwnPages Vicidial Dialer. Other softphones are similar.