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Introduction Outbound Calling
Telephony Gateway Reference Manual 17
cally the predictive dialer disconnects upon determining there is no
agent to take the call, but some systems support playing a message
to the customer asking them to hold. Nuisance calls are unavoidable
in a predictive environment because pacing requires that more
phone numbers are dialed than there are available agents.
With the EDGE Telephony Gateway, each agent is assigned to a call-
set (equivalent to a predictive dialer campaign) and EDGE sends calls
to the predictive dialer based on this callset. The callset determines
from which projects, which queues, and in what percentages calls
should be sent to be dialed.
The predictive dialer dials all the phone numbers sent to it by EDGE
unless it has some built in screening that allows it to not dial calls
that are in a particular time zone, or that have a certain area code.
Dialed calls that are not answered or that are busy are not sent to
agents but are redialed based on an algorithm defined either on the
predictive dialer or in the EDGE callset. Predictive dialers that can dis-
tinguish a live answer from an answering machine or a telephone
company special information tone recording (telco SIT) can eliminate
these calls from being sent to agents as well.
Once the call is connected, the predictive dialer sends the call to an
available agent and notifies EDGE that this has occurred. EDGE