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Outbound Dialer Calling all Numbers in the file with one Available Agent

Discussion in 'Call Flow Designer' started by mgeorge46, Dec 11, 2017.

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  1. mgeorge46

    Dec 2, 2017
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    Hello Team,

    After creating the outbound dialer using the new call flow designer from the Demo Project that is comes with but in cases when you have one agent available the dialer still calls all the number in the file so customers end-up waiting and listening to music on-hold and some cases they do hang-up. is it possible to dial out numbers depending on the number of available agents.

    More so if the number is not reachable or if the customer is not picking-up the phone call this should be tried at-least twice but the dialer re-tries the same number not until the customer picks up.

    And my last concern is there a way we can configure the dialer to re-dial numbers that didn't go through/not available at the moment or those that were not picked up after a certain period of time say every after 10 minutes.

    Kindly advise how we can solve/address the issues above.
  2. edossantos

    edossantos Support Team
    Staff Member 3CX Support

    Jun 27, 2007
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    Hello @mgeorge46,

    Have you tried the new Predictive dialer? Or the power dialer? If you use the power dialer, it will make calls no matter how many agents you have, or if they're in a call or not. If you use the predictive dialer, and don't want that callees wait, set the Optimization property to "For callees".

    Please note that you need to handle the retry logic in the dialer flow. In order to do this, it is recommended that you store the list of numbers to call in a database, along with information of the call result. So when you start dialing to a number, you update the record in the database to "dialing". When the call succeeds, you update the record in the database to "done". And if there is no successful result after X seconds, you can set it to "retry-pending". Then you can also have a retry counter for each record, so you know if you need to keep trying or not.

    The Make Call component works asynchronously. That means that you don't have a result of the call immediately. You can only wait some time, until you consider that the call failed in case of not having a positive feedback. You can get a possitive feedback by connecting the outbound call to a CFD inbound callflow, so the app can update the database, and then transfer the call to the queue or agent that needs to handle it.

    Kind regards.
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