Predictive Dialer

This section of our technical library presents information and documentation relating to Predictive Dialers and Auto Dialer software and products. The PACER and Wizard phone systems are PC based call center phone systems that are recognized as premier inbound and outbound computer telephony systems. Features such as automatic call distribution (ACD), interactive voice response (IVR) and call recording have added a new dimension to the predictive dialer and auto dialer capabilities of these systems. These computer based dialing systems can perform various types of auto dialing campaigns simultaneously. These types include Predictive Dialing, Progressive Dialing, Preview Dialing and Dial on Demand.

Predictive Dialer Phone Activity Monitor

The PACER and WIZARD Phone Activity Monitor (PAM) is a standard tool provided with our call center phone systems. The PACER (digital) and WIZARD (analog) phone systems are each provided with this phone monitoring software tool. This tool monitors the activity of both inbound and outbound phone calls while the phone system is in operation.

There are three areas of our phone systems that PAM can monitor. They are inbound call activity, outbound predictive dialer call activity and general agent workstation activity. Each area has access to the other areas or you can run PAM more than one time specifying the area to be monitored.

The following topics are covered in this document:

• Installing PAM on a Windows PC
• PAM Inbound Monitoring
• PAM Inbound Threshold Alerts and Graphs
• PAM Inbound Pull Down Menus
• PAM Predictive Dialer Monitoring
• PAM Predictive Dialer Threshold Alerts and Graphs
• PAM Predictive Pull Down menus
• PAM Agent Monitoring
• PAM Agent Monitor Pull Down Menus