Parallel Predictive Dialing
Overview
Parallel Predictive Dialing is a specialized and highly advanced dialing mode designed for campaigns that manage multiple skills or processes simultaneously. It allows the system to dial predictively for a primary skill while also handling leads from a secondary skill.
How It Works
This mode is exclusive to the "Parallel Predictive Voice Campaign" type. The system uses a predictive algorithm to dial leads from a primary skill list. Concurrently, it can manage and fetch leads from a separate, secondary skill list, blending different outbound activities for the same group of agents within a single campaign structure.
Prerequisites
- Requires the creation of a specific "Parallel Predictive Voice Campaign". (Licensable)
Configuration Steps
1. Campaign Selection | Select the Parallel Predictive Voice Campaign to configure. | This is the specific campaign type that utilizes predictive dialing logic. |
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2. Select Dialing Algorithm | Define the Customer Provider Type in the Advanced Settings. | This selects the algorithm that governs how numbers are fetched and prioritized for dialing. The PACE Based Customer Provider is the recommended advanced predictive solution. |
3. Set Cache Parameters | Configure Minimum Cache Size and Fetch Size. | These settings determine the number of customer records the dialer holds in reserve (Cache Size) and the amount it fetches from the database at one time (Fetch Size). |
4. Define Dial Profile | Configure Dial Profile Settings for Auto Dial. | Set the maximum time limits for dialing attempts, including Ringing Timeout (how long a number rings before disconnecting) and Setup Timeout (time to establish a connection). |
5. (Optional) AMD | Enable Answering Machine Detection (AMD). | This feature can be activated in the Campaign Settings to automatically detect and disconnect calls answered by a machine, optimizing agent time. |
6. Set ACW Time | Configure After Call Work (ACW) Timeout. | Mandatory time limits (for Connected and Not Connected Calls) must be set to ensure agents finalize their disposition and are quickly returned to the available state for the predictive queue. |

Use Cases
- Blended Operations: An agent primarily makes outbound sales calls (primary skill) but can be fed leads for a different product or service (secondary skill) to maximize cross-selling.
- Multi-stage Campaigns: Using the primary skill for initial contact and the secondary skill for follow-up calls, all managed within one campaign.
Benefits
- Enhanced Campaign Flexibility: Allows for the blending of multiple outbound objectives or skills within a single campaign.
- Increased Dialing Efficiency: Applies the power of predictive dialing across multiple lead lists or processes simultaneously.
- Streamlined Management: Consolidates related but distinct outbound activities under one campaign umbrella.
Limitations
- This is a highly complex dialing mode that requires careful planning and strict adherence to its specific setup guide.
- It can increase the cognitive load on agents who may need to switch between different scripts or contexts.