Part III e: Add-On Scheduled Outbound

Part III e: Scheduled Outbound

CalenDialer

This module is independent of the IVR module, and can operate with or without the IVR module. The IVR module is not included with this SCHEDULED OUTBOUND/CALENDIALER module.

The question box is capable of sending information received from a caller directly to an outbound queue and can operate with or without an IVR box. The 'Scheduled Outbound' button on the Question Box will allow the information collected in a question box to go directly to a 'schedule queue' for the line group chosen. Calls will be made on the appointed date and time. It will be easier to use if you enter the appropriate name for each question in your Question Box. Then, when you look at the list of questions, you won't see:

question 1

question 2

But, rather you would see:

date to call

time to call

The maximum number of questions allowable is 15.

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Example 1: caller wants to send a birthday greeting

Example 2: caller want to be called every day with a wake-up call

Example 3: (this example uses the IVR modules (IVR Box) as well)

caller wants to set up scheduled outbound call

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Example 1 setup:

set up a question box with 4 questions (see Chapter 15: The Question Box for more info):

question #1 date to call

question #2 time to call

question #3 phone number to call

question #4 record a personal birthday greeting

click on Scheduled OutBound and enter appropriate information (no end date question as this is a one time call scenario)

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Example #2 setup:

set up a question box with 5questions:

question #1 - start date to call

question #2 - end date to stop calling

question #3 - time to call each day

question #4 - phone number to call

question #5 - record personal wake-up message - or choose a box number to be played

You, the system operator will make this choice ahead of time, as questions must be set up for either tone or voice.

You can have several access boxes pre-recorded with various messages. the question prompt could be: 'press 20 for a classical music wake-up call, press 21 for a traditional 'Good morning! Have a great day' message'. You would have access box 20 greeting recorded with a piece of music. Access box 21 greeting would be a voice recorded saying "Good Morning! Have a great day!"

Click on Scheduled OutBound and enter appropriate information. Use end date for this scenario to denote to keep calling every day. You may want to tell people to use this on a 30 day basis.

If you only want to allow callers with certain privileges access to these features, you can route the caller based on their privilege (access box tweaks). The caller would first enter their mailbox number and password in an access box with tweaks set for validate, then upon success, go to an access box with tweaks set for privilege. Once they have been routed by their privilege number, the next access box can give them an option to go to the above described type of question box.

It is also possible to issue a unique number to the caller for their call request by checking 'create unique identifier on the main question box screen. the number will automatically be spoken and recorded. All call requests will be shown under Messages, Question box. The unique number will be listed there as well. All calls scheduled will also be viewable under Messages, Schedule Queue.

Call requests listed under Messages, question box, you can add items to be sent to the queue. You must first have one example listed, but then you can highlight it, click add and sent it to the queue again, or you can click add, then amend the call request and send it again.

start date question no: choose the question number where you asked the caller the date they wanted to be called

start time question no: choose the question number where you asked the caller the time they wanted to be called

end date question no: if this item is NOT chosen, the caller will be called once - at the day and time they indicated. You would NOT choose this item for one time calls - like a reminder call. When this item is chosen, the system will call them EVERY day at the time they indicated until the end date is reached. This would be appropriate for a hotel to use for a wake up call.

phone number question: choose the question number where you asked the caller to enter the phone number we should call

Upon connect: After the system has called number, and someone has answered, this is where you indicate what the system should do - either go to the box number listed (could be an access box with a greeting recorded that would allow the caller choices, or it could be an IVR box, etc.) OR go to the voice file that was the ANSWER for QUESTION x. You could have asked the caller something like: "Record your personalized reminder here" which could be something like "Don't forget your dentist appointment tomorrow at 10 am". If you want the caller to choose pre-recorded options, you could have multiple question boxes - each set to 'upon connect' to go to a different box.

number of times to retry: enter the number of calls to make if no answer or busy. if you enter a 3, they system will try a total of 4 times to get an answer, then stop. once the system gets an answer, it will not make any more calls. enter 0 (zero) if you only want to try once - regardless of the outcome.

number of minutes between calls :if you entered a number of times to retry - in this field, enter the number of minutes you want the system to wait before calling again - if the system reached a busy or no answer.

Line Group: (see Line Groups under Maintain) enter the line group number to use to make calls

Dialing rule: (see Dialing Rules under Maintain) enter the dialing rule number to use when making calls

INDIVIDUAL QUESTIONS: see Chapter 15 the Question Box

To use this in conjunction with the IVR Box, see Part III d: IVR Box. You would simply have the information you want selected in the IVR Box, then 'upon connect' sent the caller to the appropriate IVR Box.