Dialer Profiles - Preview, Power and Progressive Dialing

A dialer profile decides how outbound calls are placed: whether an agent reviews each record before the call (preview), or the system dials for available agents (power and progressive). It also carries the caller ID and the compliance rules. You pick the profile when you load dialer activities; the campaign you pick there is what agents sign in to.

Menu	Interaction Center > Management > Dialer Profiles
Permission	Manage the Contact Center dialer
Features	Contact Center Outbound Dialer (CrestApps.OrchardCore.ContactCenter.Dialer) for Preview. Contact Center Paced Dialing (CrestApps.OrchardCore.ContactCenter.Dialer.Paced) adds Power and Progressive.

The dialing modes

Mode	Who presses dial	What the agent sees
Preview	The agent. The record is offered to an agent signed in to the campaign; the agent reviews it and clicks Dial (or Skip). The server then places the call after the compliance checks.	The record opens, then the call starts when they choose Dial.
Power	The system. Every minute the dialer reserves available agents in the campaign and places up to Calls per agent calls for the campaign, each with its own reserved agent.	The record pops up when the call starts; there is nothing to press.
Progressive	The system, like Power, reserving one agent per call, with up to 100 calls per pacing cycle.	Same as Power.
Predictive	Not available. The editor does not offer it and refuses to save it.	-

Older profiles saved as Manual are shown and saved as Preview.

Preview dialing, start to finish

The agent is signed in to the campaign in the soft phone (right). The record is offered in the docked bar and the workspace; the agent clicks Dial, the customer answers, and when the call ends the agent is in Wrap-up until the activity is completed.

Power dialing, start to finish

With a Power profile the agent only signs in and stays Available. Within a minute the dialer places the call, and the record opens on its own as the call rings.

Create a profile

1. Open Interaction Center > Management > Dialer Profiles and click Add Dialer Profile.

2. On General, enter a Name, an optional Description, and leave Enabled ticked. A disabled profile places no calls.

3. On Dialing, pick the Mode and the Voice call provider (or Default provider). Power and Progressive show extra fields:

   Field	Modes	What it does
   Calls per agent	Power	Calls started per pacing cycle for the campaign, 1 to 3. Each call reserves its own agent, so it never dials more calls than there are available agents.
   Max attempts	Power, Progressive	How many times one record may be dialed. Default 3.
   Retry delay (minutes)	Power, Progressive	How long to wait after an attempt before dialing the record again. Default 60.
   Screen out answering machines	Power, Progressive	Off (default), Standard detection or Premium detection. When on, the agent is connected only after the provider hears a person. A call answered by a voicemail or fax machine is hung up, the agent goes straight back to Ready without wrap-up, and the record is dialed again after the retry delay (it counts as an attempt). The person who answers hears a few seconds of silence while the call is screened. Telnyx only.

4. On Caller ID, pick the Caller ID number customers see from your Omnichannel Addresses used for Voice calls (Provider default uses the provider's caller ID). A Dial from number picked when activities are loaded is shown instead for that load's calls, unless Always show this caller ID is ticked, and pick the Default calling region used for numbers written without a country code. A number typed before caller IDs were picked stays selected until you change it.

5. On Compliance:

   Field	What it does
   Respect do-not-call and communication preferences	Skips contacts who opted out of calls and numbers on a national do-not-call registry. On by default.
   Enforce a calling window	Dials only while the chosen calendar is open, checked in the contact's time zone.
   Outbound calling calendar	The business hours calendar for the calling window. Required when the window is enforced.

6. On Abandonment and safe harbor (Power and Progressive only):

   Field	What it does
   Enforce an abandonment-rate cap	Stops automated dialing when too many answered calls find no agent. Needs safe harbor on.
   Maximum abandonment rate	The cap, as a share of calls a person answered. Default 3.
   Abandonment sample floor	How many answered calls are needed before the cap applies. Default 30.
   Play a safe-harbor announcement when abandoned / Safe-harbor announcement	The message played instead of silence when no agent is free.

7. Click Save.

What happens to each record

Before every call the dialer checks, in order: the number is valid, the number is not known to be out of service, the record has attempts left, the retry delay has passed, the contact has not opted out, the calling window is open, the abandonment cap allows dialing, and the number is not on a do-not-call registry.

• A record with no valid number, or with no attempts left, becomes Failed.
• A record on a do-not-call list becomes Cancelled.
• A record whose number is known not to be in service becomes Cancelled, and is never dialed.
• A call the carrier rejects as not in service (unallocated, SIP 404/410/484/604) is Completed with the not-in-service disposition, without an agent. The number is not dialed again. See Numbers Not In Service.
• Anything else (closed calling window, cap reached, registry unreachable) is simply tried again in a later cycle.

Queue callbacks use a built-in preview profile that skips the do-not-call and calling-window checks, because the customer asked to be called.

Next steps

• Load dialer activities with this profile and a campaign.
• Give agents the campaign on their entitlements, then have them sign in to it.