Any Avaya Experts or Predictive dialer experts out there?

Richie23_2

Hi

Just wondered if there were any Avaya or predictive dialers bods out there who can help with a few questions?

Thanks
Richie

mrak

curious... we just got a bunch of Avaya 'phones installed in our office this week.. What was it you wanted to do?

mrak

Richie23_2

We just got problems with the dialer where it is dropping calls and its sending dead air to the agents.. where normally i believe it shouldnt send those kind of calls through. It should strip engaged/answer phone etc calls out. Dont know much about dialers so was hoping someone could explain abit better,

What model phones have you had installed??

motorguy

Richie23 wrote: »

We just got problems with the dialer where it is dropping calls and its sending dead air to the agents.. where normally i believe it shouldnt send those kind of calls through. It should strip engaged/answer phone etc calls out. Dont know much about dialers so was hoping someone could explain abit better,

What model phones have you had installed??

You not got a support contract on it?

Richie23_2

Yes we do..we avaya actually but just wanted to more about dialers and try and get my head around them. Im currently doing training on Avaya systems. But thought it would be good to look at dailers aswell.. was hoping a dialer expert was on here so they could explain them quickly and they may know quickly what the problem could be..

John_Hubbock

Hi Richie,

I would get detail of the volumes. Agents have a habit of exaggerating issues. Try these:

--- Agent Headset issue: (Can you can hear the called party from your telnet session)

--- High customer hold time: Ensure the Avaya dialler is holding for a maximum of 2 seconds before connecting to an agent (test it). The longer a called party has to hold with a silent line, the higher the likelihood of the called party hanging up (dead line to the agent).

--- Poor Answer Machine Detection rate: Are you using a soft dialler? If so, the chances of an agent being passed the call while the answer machine/ voicemail is at 'recording' stage are higher.

Hope this helps. Feel free to contact me at [EMAIL="Enquiries@yourdialler.co.uk"]Enquiries@yourdialler.co.uk[/EMAIL]

jimboban

Hiya

Avaya Engineer here :-) - happy to help but would suggest that you're best off speaking to your Avaya Partner - I'm presuming that your system is likely to be either CM or Definity? (Don't say IP Office or INDeX - not for predictive dialling please!! )

If you haven't got a partner (Avaya) - happy to offer advice but these things are usually easiest done onsite!

Jim

blinky

Also an Avaya bod but we don't use predictive dialler as we are purely inbound. I know more about CMS, Witness, Wallboards, Communication Manager / ASA, and a little about Interactive Response (IVR).

The Avaya Community is a useful source of information. There is also a Avaya discussion group / mailing list on Yahoo but you need to register to get access.

diallerexpert

Hello

We have just started a forum for dialler users.

diallerexperts.com/forum/

We aim to provide a base for users of all versions of Avaya Diallers and later other diallers.

I hope that this helps