Fixed Pacing Dialing
Overview
Fixed Pacing Dialing is an automated outbound dialing mode where the system dials calls at a constant, predefined rate, irrespective of agent availability. This mode is used in specific scenarios, such as Voice Blast campaigns, where the primary goal is to deliver a message to a large audience without requiring agent interaction.
How It Works
In fixed-pacing dialing, the administrator sets a constant, unchanging dialing rate that the system maintains throughout the campaign. Once a live connection is made, the call is typically routed to an IVR, a pre-recorded message, or passed to an available agent.
The system algorithmically determines the exact number of calls to enqueue based on two deciding factors: the Max Pacing Ratio and the Peak CC (Concurrent Calls). To calculate the dialing volume, the system multiplies the Max Pacing Ratio by the number of available agents. For example, if the ratio is 2.5 and there are 2 available agents, the dialer will initiate 5 calls. However, this total is always bounded by the Peak CC; if the calculated number of calls exceeds the Peak CC, the dialer will only initiate calls up to the Peak CC limit. Fixed Pacing Dialer factors include:
- AMD: If Supervisor wants to disable Answering Machine detection (AMD) in auto dialing then the supervisor can select "None".
- Peak Call Count Max (Max 100): Supervisor can specify the maximum number of simultaneous calls which should be dialed by the dialer for a particular campaign. The maximum number of peak call count which can be defined by supervisor depends upon the number of the peak call count defined at the campaign level by administrator. The supervisor can not define this count greater than the defined number by administrator.
- Max Pacing Ratio: This parameter controls the ratio of dialing calls to free agents. A higher value implies an increase in the number of dialing calls.
Prerequisites
- An Outbound Campaign, often a Voice Blast Campaign, must be created.
- A lead list must be uploaded to the campaign.
Configuration Steps
- Set Dialing Mode:
- Location: Administrator > Manage > [Campaign Name] > General Configuration
- Action:
- Select Fixed Pacing from the Dialing Mode dropdown menu.
- Configure the associated pacing parameters, such as AMD, Peack Call Count, and Max pacing ratio.
- Configure other dialing detail such as Time Zone configuration, Retry time settings etc. Know Dialing Modes and Settings - IntroductionDialing Modes and Settings - Introduction
Use Cases
- Voice Broadcasting: A company sends a pre-recorded promotional message or a public service announcement to thousands of customers.
- Automated Surveys: A research firm initiates outbound calls that, upon connection, route the customer to an IVR-based survey.
Benefits
- Massive Outreach: Enables the delivery of a voice message to a very large audience in a short and predictable amount of time.
- Agentless Operation: Can be run without requiring any live agents, making it a highly cost-effective solution for one-way communication.
- Consistent Pace: The fixed dialing rate ensures a steady, predictable load on the telephony system.
Limitations
- This mode is not suitable for two-way conversations, as it is not designed to connect live callers to available agents.
- If not used carefully, it can be perceived as robocalling and may be subject to strict telemarketing regulations.
Further Reads:
Please refer to the user guide for detailed instructions on configuring the Dialer Settingsdialer settings.