Configuring CyCall for Pre-Emptive Dialling

This configuration in this tab is available only when Agent Mode is configured as Pre-emptive in the General tab.

• CyCall Profile – The name of the CyCall profile to use for the pre-emptive mode.
• Maximum Ports to Use – Maximum number of ports that a pre-emptive campaign can simultaneously use. If this is set to 0, the limit is unrestricted.
• Transfer To Queue – If not set to ‘disabled’, all successful pre-emptive calls are immediately transferred to the specified queue. (Queue type: Any except Email)
• Answering Machine Queue - If not set to ‘disabled’, all outbound pre-emptive calls that are answered by an answering machine are immediately transferred to the specified queue. (Queue type: Any except Email)
• Completion Code – Each value will be used as a result when a call has been successfully transferred to the queue specified in the ‘Transfer to Queue’ and ‘Answering Machine Queue’.
• Disable Agent Auto-Answer – The system forces the pre-emptive calls to be answered as soon as it rings on the agent’s telephone. This is to minimize the delay experienced by the customer being called. If this functionality is not desired, it can be turned off by enabling this checkbox.
• Dial when Agent Busy - This makes CyCall pre-emptive operate in a similar fashion to a predictive dialler. As the administrator you will enter a number of seconds after the agent receives a call before they are considered as likely to be free by the time the next call is completed. As an example, if you know that on average every call takes an agent 60 seconds to complete, and that it takes 20 seconds for a new call attempt, you would set this figure as 40, i.e. 60 subtracted by 20.

For detailed configuration of the Pre-Emptive Dialler settings please click here