Field

Description

Dialer Name

This field is mandatory and contains the name of the dialer.

Description

This field is optional to add any notes or reason of creating the dialer.

Dialer Type

Specifies the dialer type which in this case will be Preview.

Status

Status of the dialer specifies whether it is in operating state or not. There are three statuses:

1. Active - Operational and would place calls

2. Paused - Temporary stopped but can be operational again

3. Shutdown - Not operational

Dialer would only place calls in the active state.

Rule

Rules can also be assigned to manual dialers based on the business necessities, which will get triggered whenever a manual call is placed.

Call Ring Time

Call ring time is basically the time for which the call will be dialed at customer end, i.e., the time for which customer is called before the calling stops if they don't pick up.

Call Setup Time

Call setup time is basically the time the dialer awaits the confirmation whether the customer has been dialed or not.
Example

• Call ring time is 60 seconds

• Call setup time is 15 seconds

This means the dialer will wait for 15 seconds to receive confirmation from the telco (telecommunication service provider) whether a call has been placed or not. Once the call is set up, it will ring for 60 seconds for the customer before it gets answered or receives any other telephony outcome.

Enable Recordings

Enables the recording of the calls which can be used by quality managers for auditing purposes.

Enable Transcripts

This enables the transcripts of the recorded calls which is also used by the quality managers for auditing purposes.

Enable DNC Calls

Enabling this gives the dialer rights to call customers or dial to phone numbers which are in DND list or which do not give consent to be dialed.

Number of Channels

If configured on Dialer level, it will override the campaign settings.

Number of parallel calls that would be made in one iteration across all campaigns.

Queue

The queue defines the list of agents for whom the call would be placed by the dialer.

For example, there are 5 agents in the queue and when the dialer dials, the call would land to one of the agents who is idle (the one who has the capacity to take the call) out of the 5 agents present in the queue.

Queues can be created in Unified Routing.

Calling on/Preferred Agent ID Field

This option is utilized to prioritize assigning calls to a preferred agent, ensuring consistency and a personalized customer experience. It allows for preview or agent-first calling, ensuring that a specific customer is consistently served by the same agent rather than being handled by different agents. Additionally, this feature assists admins in assigning customers with high potential to specific groups of agents. Inbound calls from the same customers will also be directed to the specified agent.
You can choose the preferred agent from the Calling on field which has 2 types: Profile or Audience Lead.

Profile: User ID or email ID attribute of the agent that are present inside the profile can be selected here.

Audience Lead: User ID or email ID attribute of the agent that are present inside a lead can be selected here.
For example, if you want 10 specific agents to call a few customers/leads, you can map the user ID attribute of the agent with the leads while ingesting data. You can then select Audience Lead here and the column name from the uploaded data file in Preferred Agent ID Field.

Preview Time

Preview time specifies the time that agents would have in order to decide to choose whether they want to connect with the customer or skip the call if auto response is enabled.

The time specified here is in seconds by default.

For example, if the preview time is 30 seconds, then the agent would have 30 seconds to decide whether they want to connect with the customer or skip the call depending upon the configuration below.

Allow agent to skip call while on Customer Preview

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• If this option is not enabled, the agent would receive a preview call tab with only one option, i.e., to call till the preview time.

• If this is enabled then the agent would receive an option to either skip the call or dial the call till the preview time ends.

When preview time ends

When the preview time ends and agents neither dial nor skip the call from the popup, there are three options for handling the call:

Auto Answer (default): The call will be automatically answered.

Auto Skip: The call will be skipped automatically.

Mark as Missed Call: The call will be marked as missed.

By default, the system is set to auto answer calls. However, if you choose to mark the call as missed, you can select the agent status to transition to. For example, you can set the status to "Not Available" to ensure that further calls are not assigned to the agent.

Caller IDs

Select the desired Caller ID Setting based upon the use case.

There are six types of Caller IDs.

1. Fixed

2. Time Based

3. Attribute Based

4. User Based

5. Profile Based

6. Campaign Based

All configurations made within the Caller ID Setting for the selected scheduler, including settings such as default voice application, DID numbers, and other configurations, will be displayed in the right pane of the dialer profile.

You can also edit, clone and create a new Caller ID Setting from here.

Voice Application

Application in which the DID numbers and the voice account is shared. Twilio, Avaya, Amazon connect and Ozontel are the voice accounts used by Sprinklr.

One voice application can be used in multiple dialers. 
Note:

In order to dial numbers, voice application should also be added by the users.

DID numbers

These are the caller IDs from which the customer will receive the call.

Users can select the DIDs from the dropdown list which displays the DID numbers present in the voice application.

Custom Field

Select the user based custom field which stores the caller DID for the agent.

Sorting Criteria

Enter the criteria by which calls should be sorted in a campaign, based on any attribute. The sorting can be both ascending and descending, and multiple sorting criteria can be selected to implement nested sorting.

Campaign Weightage

Campaign weightage is used when a user wants to use the same dialer to dial calls from various segments present in different campaigns.

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The sum of campaign weightage of all the campaigns in the dialer should be exactly 100.

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Note:Supervisors can now modify campaign weightage directly from the Voice Campaign Console without needing to edit the dialer configuration. This is enabled through the "Grouping by Dialer Profile" option in Campaign Monitoring. Supervisors can view and adjust the campaign percentages directly from the monitoring screen for campaigns shared with them. However, campaigns not shared with supervisors will remain uneditable.

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Campaign Priority

Set the priority of the campaigns in a dialer profile to define the order in which the dialing will happen across different campaigns containing the same set of agent queues. With campaign priority, dialing happens sequentially.
Note that the campaigns must use the same dialer profile for assigning campaign priority.

Add Preview Ringtone

Users can add specific ringtone as per choice. The ringtone will be played throughout the preview time. If user doesn't add any ringtone, the default ringtone would be played.

Disable Ringtone Loop

Checkbox to disable ringtone loop. Let's say the preview time is 5 mins and preview ringtone time is of 1 min, so during preview time, the ringtone would only be played for 1 min and for the rest 4 mins, it would be blank. 

Custom Properties

Add the desired custom properties. These custom fields can be created by selecting "Asset" as Dialer Profile.