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Process documentationAutomated Dialing

 

Automated dialing allows execution of a call list by a computer instead of an interaction center agent. In most types of automated dialing, the Computer Telephony Integration (CTI) dialer automatically dials the calls and connects only those calls, which were answered by a business partner to available agents. In all other cases, such as answering machines, busy signals or fax machines, calls are not processed by agents which saves them time and effort.

There are several types of automated dialing:

  • Preview dialing

    The dialer sends a message to an agent asking if the agent is ready for the call to be dialed. If the agent confirms they are ready for the call, the system dials the call.

  • Progressive dialing

    The system dials the same amount of calls as there are agents that are ready to receive calls. This guarantees that there is an agent available for each call that is answered by a business partner. For example, if there are 10 agents assigned to the call list, the system dials 10 calls.

  • Predictive dialing

    The system dials more phone numbers than there are agents ready to receive the calls. It takes into consideration the number of calls that are not routed to an agent, such as calls that receive busy signals, answering machines, or calls that are not answered. For example, if there are 10 agents assigned to the call lists, the system dials 20 calls.

The types of dialing available depends on the CTI vendor.

Example Example

The Best Product company wants to improve their agents' use of time and decides to use automated dialing for executing call lists. After using automated dialing, the agents no longer have to process calls that are answered by answering machines, no answer or even fax machines. They only have to speak with customers who were successfully reached by the CTI dialer.

End of the example.

Prerequisites

  • The call list is set to automated dialing execution mode.

  • Configure server in SAPphone.

  • SAPphone server is set to automated dialing.

    For more information, see SAP Solution Manager.

  • Depending upon your CTI vendor, all agents who are using the same call lists may need to have a server linked to the same dialer in their SAPphone profiles.

  • You maintained automated dialing settings in Customizing for Customer Relationship Management, by choosing Start of the navigation path Interaction Center WebClient Next navigation step Additional Functions Next navigation step Call Lists Next navigation step Define Call List Profiles End of the navigation path.

For more information, see IMG activity documentation.

Process

The following steps occur when using automated dialing:

  1. The supervisor creates a call list, sets automated dialing as the execution mode, assigns agents, and activates the call list. For more information, see Generating Planned Call Lists from Business Partner Call Times.

    The activation of the call list automatically triggers Call List Synchronization.

  2. The system updates the data from SAP CRM to the CTI database.

  3. The agent begins processing the automated dialed call list as described in Step 1 in Call List Execution.

  4. The CTI system starts calling business partners in the call list.

  5. The CTI system transfers a call to the agent when a business partner answers.

  6. The system starts call preparation.

    See Step 3 in Call List Execution.

  7. The agent confirms the business partner information, and processes the rest of the call.

    The agent could use a script if one is assigned to the call list.

  8. The call is completed.

Additional information for call lists using automated dialing:

  • Each call list must be set to automated execution mode. The mode is not inherited from superordinate call lists.

  • The execution mode of a call list can be changed at any time from manual execution to automated dialing.

  • Activate the call list after you make this change. After activation, the call list is automatically added to or deleted from the CTI.

  • Depending upon the CTI vendor calls in automated-dialed call lists may be executed only once, with the exception of no answer. If an answering machine is reached, then the call state is updated, and the call is considered completed by the CTI vendor.

  • Call lists that are deleted in SAP CRM may also be deleted in the CTI system, however, there may be an additional step that is necessary in the CTI system. For more information, see the CTI vendor documentation.