About outbound dialing


Planning guides

If you’re getting started with outbound dialing, it is helpful to download and print the PureCloud Outbound Dialing Planning Guide. This guide identifies information to have on-hand when configuring an outbound dialing campaign. The outbound dialing section of the contact center planning resources explains how outbound dialing affects agent organization and contact center operation.


Outbound dialing concepts

Dial phone lists automatically. Screen out answering machines, busy signals, and non-completed calls. Populate agent displays with information about the call, the customer, and your campaign goals. Collect information entered or updated by agents. View outbound dialing roles and permissions.


Campaigns dashboard

Monitor campaigns that are currently in an active state. The dashboard indicates each campaign’s dialing mode with statistics that help an outbound dialing administrator track dialing progress, connect rate, and other details.


Campaign Management page


List Management page


Callable Time Sets page


Call Analysis Responses page

Call analysis detects whether a live person or an answering machine answers a call. Tell the system what action to take for each type of call analysis result. Assign the resulting response table to a campaign. Afterward, the Edge device acts on each call analysis result in accordance with campaign settings. See Call analysis responses overview.


Rule Management page


Wrap-up Code Mappings page

Configure outbound dialing to flag a single number or an entire contact as uncallable based on the wrap-up code assigned after an interaction.


Search Audits page

Displays records about changes made so administrators can figure out who added, modified, or deleted an outbound configuration or data file and when they applied those changes.


Event Viewer page

Displays errors that have occurred with one or more of your running campaigns.


Outbound Settings page

Configure outbound campaign call settings that apply to all campaigns in your organization.


Scripting

Script designers create instructions, called scripts, to help agents process interactions. Scripts display editable records and directions to each agent that handles a particular type of interaction. Scripts present agents with details about the caller or contact, often with fields for collecting or updating information. Properly designed scripts ensure consistent handling of interactions.