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Frequent Contributor

Separate sip dialler per "campaign"

We currently have several campaign using the sip dialler. The different campaigns are for different locations, departments. Each compaign works differently with the agents assigned to say campaign A more effective than agents in different to campaign B. So the campaign B don't get through a lot of calls compared to the better campaign A agents

If there is a single sip dialler, how are calls between campaign A and B sent to the single dialler? Are the calls queued such as ABABAB or do all A calls goes first, followed by B

 

We work with preview so I'm aware the different agents in the campaign may not be Ready at the same time but how are calls queued, if we expand the number campaigns again more agents are ready so how are calls dialled with a single dialler, how do we make sure day campaign A calls are not all offered before say campaign B C, D etc of the agents become Ready at the same time 

 

Thanks 

9 REPLIES 9
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Rising star

Re: Separate sip dialler per "campaign"

It's not really linear like that, rather, the Dialer component relies on port availability. How you set this up in your admin script as well as your campaign will dictate where the ports go.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_5_1/user/guide/ucce_b_125-outbound-option-guide/ucce_b_125-outbound-option-guide-for_chapter_01.html?bookSearch=true#UCCE_RF_D037B62B_00

In version 12.5, Cisco significantly increased the number of allocated ports to issue scenarios like you described above - but on a much larger scale.

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Frequent Contributor

Re: Separate sip dialler per "campaign"

We are looking to move to 12.5 later in the year

 

Number of diallers, does that mean there can be one dialler per ucce? 

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Rising star

Re: Separate sip dialler per "campaign"

You're allowed one SIP Dialer per Agent PG

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Engager

Re: Separate sip dialler per "campaign"

I'm going by memory so it's been a while. The big setting that you want to look at is dept of dialing list or it might be called something else. Ultimately you tell the dialer how many records to grab at a time and it will start dialing them. So for example you would have: AAAAABBAAAABB... That means that the dept of campaign A's dialing list is 4 and B is 2.

 

david

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Frequent Contributor

Re: Separate sip dialler per "campaign"

The issue I face is, I guess the same as everyone else-"our agents are brilliant, your system is rubbish" we keep telling that an outbound grp of agents of 4 where over 50% if their time is not ready or 2 in four are not ready or 50% is not the fault of the dialler but management

 

So In suggesting that we either reserve one dialler to be for new calls and other diallers to be other campaigns

 

We sue the dialler in a multi tenant or multi department set up so different campaigns are different departments or companies 

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Frequent Contributor

Re: Separate sip dialler per "campaign"

"depth of campaign" that may help

 

Are you saying we can prioritise say 10 calls for campaign A - dial first, campaign B Dial 15 calls then dial campaign C 5 calls then dial A and repeat

 

Is that penetration, how many calls in a query list before next query list so tk avoid queue starvation or q hogging?

 

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Frequent Contributor

Re: Separate sip dialler per "campaign"

Is that penetration, how many calls are made in a query list before next query list so to avoid queue starvation or q hogging?

 

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Frequent Contributor

Re: Separate sip dialler per "campaign"

Sorry, I better add penetration setting under the outbound campaign under skill grp - my wife had already had a go at me when I said out loud just now when I was writing it 

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Engager

Re: Separate sip dialler per "campaign"

Yes, play around with the penetration and  figure out if that helps. There's not going to be a 100% solution as there are many factors to this such as list size, agent size, are the numbers good or bad, etc.

 

david