Tiger Dial

Tiger Dial is a powerful predictive dialer to make massive outgoing calls.
With Tiger Dial you can automate the outbound calls in order to maximize the times of operativity of your call center.

Possible usage scenarios are:

- telemarketing campaigns;
- callback processes;
- IVR surveys processes.

The Tiger Dial Module

When you access to the xCALLY interface, you will find the Tiger Dial module composed by these sections: Lists, Processes and System.

To enable the Tiger Dial module for a specific User you have to follow these steps:

- Go to the Settings -> Users section;
- Find the User of interest and click on Edit;
- Check that the Tiger Dial Module Permission is selected.In the xCALLY Settings -> General you can set the IP Address (or hostname) and the port of the outbound service, in the Outbound tab.

Please check that Tiger Dial is up through the Tiger Dial -> System section (Uptime field).

The Dialing Mode 

Preview

Preview dialing enables agents to first view the information about the customer and then requests the system to make the call. 

Progressive

Progressive dialing places calls only when an agent is available to handle the call.  

Predictive

Predictive dialing optimizes the time of agents by reducing the idle times between the calls. Predictive dialing considers the duration of calls, how long it takes for calls to be answered, and how often are calls answered. When an agent is about to become idle, the system places several calls.

IVR

The IVR is used to deliver a pre-recorded message to a large call list. When a call is answered, the IVR will play an audio file or execute other operations such as collect touch tone key responses.

The Outbound process management

This guide will describe how to manage the outbound process following these steps:

• the creation of the List and of the Process
• the Configuration of the Process
• the upload of the Contacts in the List
• the Run of the Process.

After the creation and the run of the Process, it’s possible to monitor its progress through the Process Summary and Spooler sections.
You can access to the Tiger Dial Analytics in the xCALLY Shuttle Analytics -> Reports section.

Setting troubleshooting

Tiger Dial works on the TCP port 10089. It's important you check the section Settings - General - Outbound, so to have it listening on localhost port 10089 (see please here below).

Logs

Here you can find the Tiger Dial logs and export it.

Example:

Copied 293 of 300 records from contacts to spooler (pid: 96, elapsed 16.544 sec) [Null: 1][Phone Length: 2][Unique: 0][Blacklist: 1][Duplicate: 3][Duplicate Open: 0] means that Tiger Dial has moved 293 of 300 records from Contacts List to Process Spooler, with pid 96, in 16,544 seconds.

7 Contacts have not been copied for these reasons:

• 1, because the Phone number is Null  [Null: 1]
• 2, because the Length of the Phone number was different from the minimum specified on Check Phone Length field (under Process Advanced Settings)[Phone Lenght: 2]
• 1, because the number is in the Blacklist [Blacklist: 1]
• 3, because they are already in the Process Spooler, according to the ALWAYS Check duplicate field, (under Process Advanced Settings) [Duplicate: 3]
  Instead, if Check duplicate field is set on IFOPEN, the duplicates are counted on [Duplicate Open: 3]