WIZARD Phone Systems

This section of our technical library presents information and documentation relating to the WIZARD and PACER Phone systems. The PACER digital phone system supports T1 lines while the Wizard phone systems support analog phone lines. Both 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 Voice Broadcasting 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.

Defining Voice Messages To Be Played

The administrator may define two different actions to be taken when a Custom voice broadcast campaign is being created. A specific action can be declared based upon contact with an individual versus an answering machine. For this type of campaign, the action is the routing of the called individual or answering machine through a specific "DNIS action" that is defined within the WIZARD phone system under ACD Configuration. Generally, this DNIS action is the execution of a custom IVR program which can perform virtually any phone function desired by the administrator. In the below example, both answering machine and live answer called individual will be routed through the same DNIS action (identified as VB-101).

NOTE: VB-101 is a DNIS entry pointing to an IVR program that must be created to perform the custom phone functions. Refer to ACD Configuration on how to define DNIS entries for voice broadcasting.

Default Phone List File

If a specific phone list is to be associated with the voice broadcast campaign, the administrator can specify it on the following screen. A Browse function has been added to help the administrator locate this file. If the file associated with this campaign will change based upon each run, the administrator can leave this screen blank.

Callback Parameters

Special callback parameters may be set whenever a call is not completed. No answer, busy signals, fax or modem detection, SIT Tones, and other Error detection result in a call being designated as incompleted. The administrator may set certain rules in place on one or more of these conditions. Up to three passes can be attempted to complete a call and the administrator can specify the number of minutes (minimum) to wait before attempting to redial an incomplete call.

In the example below, 3 attempts will be made to call back phone numbers. The first attempt will be made at least 10 minutes after the first attempt. The second try will be attempted at least 15 minutes after the second attempt.

Voice Broadcast Parameters

Finally, the administrator can define certain voice broadcast parameters associated with this campaign. These parameters will be explained in more detail below:

• Number Of Rings For No Answer. This parameter lets the administrator define how many rings the WIZARD phone system will wait before declaring the call a "No Answer" incomplete call.
• Seconds Of Silence Before Play. This parameter is associated with an Answering Machine detected phone call. The WIZARD phone system waits for this number of seconds after detecting the end of an answering machine greeting message before playing the voice broadcast message.
• Digit Collection Timeout in Seconds. This parameter is only associated with a Press Through voice broadcast campaign. The WIZARD phone system waits for this number of seconds after prompting the called individual to enter a digit (or digits) on the phone keypad.
• Call Progress Analysis Level. This parameter is associated with live voice and answering machine detection. Current technology only accurately determines the difference between a live answer versus an answering machine in the 90% - 95% range, even when setting this parameter to "Accurate". To achieve the greatest accuracy requires the phone system to "listen" longer, thus delaying the response of the WIZARD phone system in playing a message. If the phone list contains very few numbers where the campaign expects to encounter answering machines (such as businesses), this setting should be made at the least accurate level.