New Dialer Features for IVR Campaigns
FROM VERSION 3.66.0
Overview
The new dialer (V2) is based on a microservices architecture and it can be integrated with the List Manager solution, improving the way contacts are managed and distributed across campaigns.
Please note that the new dialer (V2) is currently in Beta and is available only for IVR campaigns. The legacy dialer remains available and continues to support all existing features.
Please note that List Manager is a separate solution. For additional information, refer to the dedicated documentation and contact sales@xcally.com.
Requirements
The new dialer (V2) for IVR campaigns is available on XCALLY servers that meet the following criteria:
microservices architecture: required resources have been validated and the deployment script has been executed (see here).
updated to XCALLY version 3.66.0 or higher
Whatβs new
Max concurrent calls general setting
From version 3.66.0 on Settings β General β Dialer tab itβs possible to set a Call Rate per Second (Global Call Rate) to configure a maximum limit on calls made by the dialer.
max concurrent IVR calls
The maximum number of concurrent calls is shared among all IVR campaigns active at the same time.
Therefore, if there is a certain number of active IVR campaigns at the same time, the algorithm does not generate more calls than those indicated in this field, as this represents the maximum number of calls per second that the system can generate.
Scenario
Active IVR:
CampaignA | CampaignB | Campaign3
Max concurrent IVR calls = 6
The system will generate a maximum of 6 calls per second, distributed among campaigns according to priority and scheduling status (total 6 calls, not 6 per campaign)
Updates on the XCALLY IVR Campaigns section
1. Dialer V2 method
When creating a new IVR campaign, under Motion Bull β IVR Campaigns, you can choose whether to enable the new dialer algorithm (V2).
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2. Additional columns on Campaigns list and integration with List Manager solution
In the XCALLY Motion Bull IVR Campaigns list, two additional columns are available:
A column indicating whether the campaign is using the legacy dialer (V1) or the new dialer (V2) logic and algorithm.
A column showing whether the campaign is integrated with the List Manager solution.
If you would like to use the List Manager, you can access the Edit section of the relevant XCALLY V2 IVR campaign and enable the integration in the dedicated tab.
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3. Priority Retry
A new settings is available in the Retry tab of V2 IVR campaigns.
Priority Retry: value of priority assigned to the contact when it is rescheduled (default = 2 with descending order). It is useful if you have multiple campaigns and you want to prioritize rescheduling contacts on certain campaigns.
E.g. if on CampaignA you insert Priority Retry=4 and on CampaignB Priority Retry=2, the scheduled contacts for CampaignA have higher priority.
Contacts are retrieved according to two criteria:
Priority retry β descending order
β contacts with the highest priority firstScheduledAt β ascending order
β if priority is equal, contacts with the oldest scheduledAt first
When a new contact does not answer and passes in retry mode:
it is assigned scheduledAt = now() + Retry Time[min]
with the same priority, the contact will always be more recent than other contacts.
So if retries and new hopper contacts have the same priority, retries will pass after because they have a more recent scheduledAt.
With this configuration, itβs possible to prioritize retry contacts over new ones added to the hopper. Previously:
retries were always generated with priority = 2, therefore if there were contacts with priority > 2, retries were never processed until contacts with higher priority are completed.
if there were contacts with priority = 2 β retries were processed at the end, because scheduledAt = now() + Retry Time[min]
The new property allows you to increase or decrease the priority of retries, making management much more flexible.