CTI (Computer Telephony Integration), is a concept that
enables computers to control and manage phone functions. These include
placing and answering voice, fax, and data calls. The integration of
phone software and computer systems is a major development in the
evolution of the automated office. PJCPLS is a demonstrated leader in
providing fully integrated CTI phone systems and software. Our CTI
softphone places telephone functions at the user desktop.
There are two types of IVR-Based Outbound Dialers, predictive and progressive. Since UCCX only transfers a call to an IVR port to execute a script when a live voice (or configurable answering machine) is detected, it is reasonable to assume that not every outbound contact requires a port. In order to balance the chance that a CTI port is needed against the probability that Ring No Answer (RNA), busy and invalid number situations exist, predictive and progressive dialers modify the number of outbound calls that are made at a time against the number of configured outbound CTI ports.
A predictive IVR-Based Outbound Dialer has these features:
- The number of lines for each port can be tuned, based upon the abandon call rate.
- No manual intervention is needed.
- The goal is to dial enough lines to keep the IVR ports busy but not to exceed the configured maximum abandon call rate.
A progressive IVR-Based Outbound Dialer has these features:
- You can specify a fixed number of lines that are always dialed for each available outbound IVR port.
- The number of lines can be updated at a later date.
- If there are three lines for each port and the dedicated number of ports for outbound is three, then nine calls (3x3) are dialed.
- An abandoned call occurs when a customer answers the phone, but no port is available to prompt the customer.
- You can define default settings.
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