When you say, "Dialer calls very slowly". What is the Mode you have set for the Campaign(assuming Predictive Mode)
Does the agents are not getting calls ? Are they sitting idle after completing a single call. Can you brief ?
If it is predictive, just have a look the below snippet from Outbound option guide, how predictive dialer calculation happens
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/outbound_option/outboundoption8_5/installation/guide/icm85otb.pdf
A Predictive dialer is designed to increase agent utilization in a call center. To increase thechances of reaching a customer, a Predictive dialer dials several phone lines per available agent. The goal is to dial enough lines to keep the agents busy while not exceeding the configured maximum abandoned call rate. An abandoned call occurs when a customer answersthe phone, but no agent is available to talk to them. In some cases, the abandoned call rateis limited by government regulations (typically, less than 3% for telemarketing calls). In Predictive mode, the dialer increases the number of lines used per agent until the AbandonRate is close to the preconfigured maximum Abandon Rate. At this point, the dialer stabilizesthe Lines Per Agent to keep the Abandon Rate below the preconfigured maximum. If theAbandon Rate goes above the maximum, the dialer will lower the Lines Per Agent.
If the hit rate spikes upward very sharply during the campaign, it can cause the AbandonRate to exceed the daily Abandon Rate target. An example would be the hit rate changingfrom 10% to 30% in a few minutes. It is very diffcult for the Predicitve dialer to cope withhit rate changes of this magnitude and still keep the Abandon Rate under the daily AbandonRate target.
Note: As there is a wide variation in how long each phone call lasts, this mode determines the proper number of customers to call for each agent given the current hit rate and configuredabandon limit.
Regards,
Senthil
