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Predictive Dialers all work along similar principles, but the architecture via which dialling is performed may vary greatly between manufacturers. There are two basic types of predictive dialers
Soft Dialers
Software only solution uses ISDN messaging, or a CTI Computer telephony integration, also referred to as CTI, is technology that allows interactions on a telephone and a computer to be integrated or co-ordinated. The following functions can be implemented using CTI.
- Calling Line Information Display
- Screen Population on answer, with or without using calling line data.
- On Screen Dialling. (Fast dial, predictive dialling.)
- On Screen Phone Control. (Ringing, Answer, Hang-up, Hold, Conference etc.)
Link to provide call progress analysis for calls made. Software only dialers are often cheaper because they do not require expensive telephony components, but the quality of features such as Answering Machine Detection can suffer. Typically a software dialer is connected to an existing PBX system via the PBX CTI link. In many cases a specialised 'call classification' card is placed into the PBX to perform call progress analysis.
Hard Dialers
Hardware dialers use dedicated telephony switch to perform call progress analysis and answering machine detection. This switch usually has two main types of connections, agent audio and external audio. The agent audio connections are usually simple T1/E1/ISDN etc. telephony spans which are connected directly to an existing PBX. When an agent first logs in for the day the dialer will place a call from the switch directly to the phone on the agents desk. This open phone call between the agent and the dialer switch is then kept open for the duration of the session. The second type of connection is the external audio connection which is the connections that will be used to make outbound phone calls. These connections are typically ISDN/T1/E1 connections direct to the PSTN. When an outbound call is made and answered, the call is immediately joined to an already open agent audio connection of the agent selected to take the call.
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