Interaction Dialer Release Notes

Interaction Dialer
Release Notes
Interactive Intelligence Customer Interaction Center® (CIC)
2016 R2
Last updated January 19, 2016
(See Change Log for summary of changes.)
Abstract
This document summarizes updates and enhancements for releases 4.0 to 2016 R1 of Interaction Dialer and
Interaction Scripter.
Details on release 2016 R2 and up of Interaction Dialer can be found in the CIC Release Notes, which is available
in the CIC Documentation Library at help.inin.com.
Interactive Intelligence, Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com
ii
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Interactive Intelligence, Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com
Interaction Dialer Release Notes
iii
Compliance
Please note that it is the sole responsibility of the user of this software to comply with all federal, state, and local laws applicable to
the software, the use thereof, and the conduct of the user’s business. In no event will Interactive Intelligence (“Interactive”) be
responsible for providing, implementing, configuring, or coding software in a manner that complies with any laws or regulatory
requirements that apply to the user’s business or industry, including, without limitation, U.S. Federal Trade Commission (FTC)
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the Health Insurance Portability and Accountability Act (HIPAA) (collectively “Customer Specific Laws”). The user agrees that it will
comply with all such Customer Specific Laws and, regardless of anything to the contrary, in no event will Interactive, its affiliates,
or related entities be held liable for any claim or action arising from, or related to, the user’s failure to comply with any Customer
Specific Laws. The above conditions apply regardless of anything to the contrary and your use of Interaction Dialer constitutes your
acceptance of the above provisions.
Interaction Dialer Release Notes
iv
Table of Contents
Introduction ..................................................................................................................................................................6
New Features in Dialer 2016 R1 ............................................................................................................................7
New Features in Dialer 2015 R4 ............................................................................................................................7
Deactivate a Central Campaign Server Switchover ..................................................................................................7
Central Campaign Server Parameters .........................................................................................................................7
New Features in Dialer 2015 R3 ............................................................................................................................7
New Features in Dialer 2015 R2 ............................................................................................................................8
Manual Calling Feature...................................................................................................................................................8
New Features in Dialer 2015 R1 ............................................................................................................................9
CIC/Dialer.........................................................................................................................................................................9
Stability and Compatibility ............................................................................................................................................9
New Features in Dialer 4.0 SU3 ...........................................................................................................................10
Penetration Rate Scalability Enhancement ...............................................................................................................10
Secure connections with DNC.com ............................................................................................................................10
CCS Switchover .............................................................................................................................................................10
Ability to override Login Campaign security right ...................................................................................................10
Improved filtering of configuration objects ..............................................................................................................10
Scripting improvements ...............................................................................................................................................10
Dialer Views in IC Business Manager.........................................................................................................................11
Other ...............................................................................................................................................................................11
New Features in Dialer 4.0 SU2 ...........................................................................................................................12
Contact List Sharing .....................................................................................................................................................12
Preview Call Timeout Enhancement ...........................................................................................................................12
New tables that store Penetration Rate statistics ....................................................................................................14
General PND Enhancements........................................................................................................................................15
Skills in the PND Table .................................................................................................................................................18
Ability to filter on the PND table .................................................................................................................................18
Policy Macros can access custom PND data .............................................................................................................19
Contact List GUI Improvements .................................................................................................................................21
DNC exclusion based on identity or expiration date ...............................................................................................21
Policy Set Locking .........................................................................................................................................................23
General Enhancements ................................................................................................................................................24
New Features in Dialer 4.0 SU1 ...........................................................................................................................28
Requirements.................................................................................................................................................................28
Interaction Scripter .NET Client ..................................................................................................................................28
Interaction Scripter API ...............................................................................................................................................28
Supervisory views in IC Business Manager ..............................................................................................................28
Interaction Dialer Manager ..........................................................................................................................................29
Core .................................................................................................................................................................................30
Installation .....................................................................................................................................................................31
Localization ....................................................................................................................................................................31
Interaction Scripter .NET Client ..................................................................................................................................31
New features in Dialer 4.0 .....................................................................................................................................32
Late-breaking items......................................................................................................................................................32
Multiple Active Campaigns per Agent ........................................................................................................................32
Campaigns can dial scheduled calls only ..................................................................................................................34
More Modular Dialer Management Console ..............................................................................................................34
Redesigned User Interface ..........................................................................................................................................36
Blended Call Disposition...............................................................................................................................................38
Consolidated History Data ...........................................................................................................................................39
More Complete and Extensive Reporting ..................................................................................................................40
Monitor Performance in IC Business Manager..........................................................................................................42
Machine Generated API Documentation ....................................................................................................................44
Notes for Dialer 3.0 Customers ..................................................................................................................................44
Interaction Dialer Release Notes
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Change Log ..................................................................................................................................................................46
Interaction Dialer Release Notes
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Introduction
This document only outlines new features introduced in Dialer 4.0 thru Dialer 2016 R1.
Starting with the Dialer 2016 R2 release and going forward, information about new features in
Interaction Dialer can be found in the CIC Release Notes document in the CIC Documentation Library
at help.inin.com.
Interaction Dialer Release Notes
7
New Features in Dialer 2016 R1
No new features were added for the Dialer 2016 R1 release.
New Features in Dialer 2015 R4
This section lists some of the main features that are new for the Dialer 2015 R4 release.
Deactivate a Central Campaign Server Switchover
A new feature was added to the Campaign Server Switchover tool that allows you to deactivate a
switchover pair in the event that you need to perform major maintenance work on one of the Central
Campaign Servers (CCS). When you do so, both CCS's will immediately become unavailable, but you
can then bring one of the CCS's back online as the main CCS. You'll find the Deactivate Switchover
feature on the Campaign Server Switchover tab of the Global Dialer Settings page in the Dialer
component of Interaction Administrator.
Central Campaign Server Parameters
A new tab, titled Campaign Server Parameters, was added to the Global Dialer Settings page in the
Dialer component of Interaction Administrator. Using the controls on this tab you can view, create,
modify, and delete Server Parameters on the Central Campaign Server.
For example, when you set up a Campaign Server Switchover, as described in the Interaction Dialer
Installation and Configuration Guide, the CustomMirrorDir parameter is added to Campaign Server
Parameters tab. The CustomMirrorDir parameter identifies the directories that are mirrored by the
Switchover Service on the CCS.
In addition, you can use the controls on this tab to add and delete other CCS supported server
parameter, such as:
•
•
•
•
•
•
•
•
Switchover
Switchover
Switchover
Switchover
Switchover
Switchover
Switchover
Switchover
Primary Monitor Ping Delay
Primary Monitor Retry Ping Delay
Primary Monitor Retry Count
Primary Monitor Timeout
Reconnect Delay
Reconnect Timeout
Unreachable Primary Ping Count
Unreachable Primary Ping Delay
For more information on these new features, see the Interaction Dialer Installation and Configuration
Guide and the Dialer Manager Help in the IC Documentation Library at help.inin.com.
New Features in Dialer 2015 R3
No new features were added for the Dialer 2015 R3 release.
Interaction Dialer Release Notes
8
New Features in Dialer 2015 R2
This section lists some of the main features that are new in Dialer 2015 R2.
Manual Calling Feature
To respond to industry needs, we have added a manual calling feature to Interaction Dialer that in
effect disables all of the automatic dialing capabilities. In other words, when using the manual calling
feature, the system, which becomes a Manual Calling Server (MCS), can only make manual calls. The
Manual Calling Server is a feature license that provides organizations a way to make a manual call on
a separate Outbound Dialing Server that is devoid of any automated dialing capabilities (No Predictive,
Power, Agentless, or Preview with Timer modes installed) yet still provide the benefits of call list
management and agent management that a normal dialer campaign can provide. This feature allows
customers to setup a configuration that limits all phone calls to manual-only, ensuring they do not
make any automated calls to any call lists using the Manual Calling Server. Once an Outbound Server
has this feature license installed, it may not be reconfigured to make automated dials.
Interaction Dialer Release Notes
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New Features in Dialer 2015 R1
This section lists some of the main features that are new in Dialer 2015 R1.
CIC/Dialer
Beginning with 2015 R1, Dialer and CIC versions MUST MATCH (for example, Dialer 2015 R1 will
ONLY work with CIC 2015 R1, Dialer 2015 R2 will ONLY work with CIC 2015 R2). Please see the
Interaction Dialer Installation and Configuration Guide for special instructions.
Stability and Compatibility
The main focus of this release has been on improving stability and ensuring compatibility with CIC
2015 R1. As such, no new Dialer features have been added in this release.
Interaction Dialer Release Notes
10
New Features in Dialer 4.0 SU3
This section lists some of the main features that are new in Dialer 4.0 SU3.
Penetration Rate Scalability Enhancement
Previously a single penetration rate record was inserted in the _PEN table after each call. To reduce
the overhead of RDMS transactions, penetrated calls data is accumulated in RAM and written to the
_PEN table 100 records at a time per database connection. This improves performance by reducing
the number of round trips to the database.
When call volume is low, fewer than 100 records are written. A scheduled job is triggered every two
minutes to ensure that calls older than 5 minutes are flushed to the database. As a consequence, calls
in RAM can never be older than 7 minutes.
Secure connections with DNC.com
A new "Use secure server" checkbox on the DNC Sources view in Dialer Manager configures the
CampaignServer to use a secure https connection when communicating with DNC.com. When enabled,
information about contact numbers is exchanged without exposing information to third parties.
Previously http was the only supported protocol.
CCS Switchover
Should the primary CCS server fail for any reason, it is now possible for a secondary Central Campaign
Server to switch over automatically. See Campaign Server Switchover in Interaction Dialer Manager.
●
A CCSSwitchoverSA.exe binary is installed with its dependencies by the CCS install.
●
Installation creates a shortcut to CCSSwitchoverSA.exe in Programs >Interactive Intelligence.
●
Run this utility after applying Dialer SU3 to both CCS servers that you wish to use as the
switchover pair. It installs the components needed to switchover Central Campaign Servers. See
Setup CCS Switchover in the Interaction Dialer Installation Guide.
Ability to override Login Campaign security right
A new Override Logon Campaign option on the General tab of the Global Dialer Settings view allows a
Supervisor or Administrator to move agents who have the Logon Campaign security right to different
campaigns, or to simply log them on to additional campaigns, overriding the restriction imposed by
the security right while still allowing agents to specify which campaign they wish to start with.
Improved filtering of configuration objects
In Interaction Dialer Manager, the Filter selection for the Contact List in Dialer configuration will now
allow for server-side filtering. This means that typing into the "filter" box will find items that are not
currently in the list due to maximum length limitations.
Scripting improvements
1. Added scripterNotifierName property to the Interaction Scripter API. It returns the machine name
of the server that the agent is currently logged into. See Interaction Scripter Developer's Guide.
2. Added a campaignsChangedHandler callback property, invoked whenever a user is logged into or
out of a campaign.
3. Added a campaign object with properties that encapsulate the Name, ID and Status of a Dialer
campaign.
Interaction Dialer Release Notes
11
4. Added a User.startAvailableCampaignObjectEnum property to the User object. This property
returns an enumeration of accessible queues that current agent has rights to view and modify.
5. Custom scripts can now stream audio files from the ODS server by specifying http or https URI's.
Dialer Views in IC Business Manager
Added several new supervisory views to IC Business Manager.
Dialer Real-time
Agent Management
This view makes it easier for Call Center Supervisors to move or remove
logged on Agents from a Campaign if they are logged on without Login
Campaign Security rights.
Penetration Rate view
Detailed information about Dialer penetration rates.
Phone Number Type
Overview
Displays Phone Number Type summary statistics for the site, campaign and
interval selected.
Stage Overview
Displays overview statistics for Stages for a specific Dialer campaign, site and
agent.
Wrap-up Category
Chart View
Shows wrap-up category statistics in a chart.
Wrap-up Code Chart
View
Shows wrap-up code statistics in a chart.
Zone Overview
Displays callable records grouped by time zone.
Campaign Command
Center
This view displays a rollup of campaigns, their status. It allows an
administrator to start, stop, pause, recycle, or reset a campaign, or alter the
campaign's priority.
For more information, see the topic titled "Dialer views in IC Business Manager" in Dialer Manager
Help.
Other
●
Fixed a problem that caused time zone mapping to throw an exception when using Contact List
and PND tables that have columns with the same names.
●
Previously, Dialer Manager did not provide a means to write custom values to any column in the
database in a bulk fashion. A new predefined action named "Bulk Action" was added to the Data
Query tab for a Contact List configuration. The feature allows users to select contacts based on a
filter, and write into the database directly by updating a particular column based on the selected
records. See Predefined Actions on the Data Query tab of a Campaign entry.
Interaction Dialer Release Notes
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New Features in Dialer 4.0 SU2
This section lists some of the main features that are new in Dialer 4.0 SU2.
Contact List Sharing
Multiple campaigns can now use the same contact list simultaneously without requiring that they
operate on distinct sets of contacts.
Previously, campaigns could not share the same contact list unless campaign filters were used to
ensure that the same contact could not be selected by more than one campaign.
Starting with SU2, Interaction Dialer prevents race conditions if a contact list is dialed by more than
one active campaign. When a contact is pulled into cache for a campaign, Dialer prevents that record
from being selected by other campaigns, even if their WHERE clauses might select the same records.
●
Added locking logic in DialerTran per call list for the purpose of synchronizing call list queries. This
ensures that only one campaign can have a given contact in cache at a time. Recycles and call list
updates are not synchronized.
●
Updated recycle processing to include contacts in an "In Process" ("I") status in the recycle table
so that contacts being dialed by other campaigns won't be skipped.
●
Updated the call list query to only retrieve contacts with a callable status, to prevent them from
pulling and discarding contacts that are cached by another campaign
Preview Call Timeout Enhancement
Preview campaigns can now be configured to automatically place the call if the agent does not dial the
contact within a configurable number of seconds. When a timeout is not set, agents on preview calls
can sit idle on preview pop as long as they wish.
This feature makes it possible to limit preview time without having to code time limits in a custom
script. The system will fire an event to the client (Scripter or custom client) and the call will be placed.
There is no need to alter custom clients to pick up this functionality. See also "enable preview
countdown" in the Dial Settings topic of Interaction Dialer Manager Help.
In Interaction Scripter Client, a countdown timer is visible to agents using base scripts. Agents cannot
stop a countdown, but they can skip preview calls as before, if the script provides a Preview Skip
option.
Interaction Dialer Release Notes
13
At the contact automation level, a new policy behavior can override the preview timeout value. For
example, a contact might be so important, a policy might give the agent extra time to review account
details. See Preview Dialing behavior type in Interaction Dialer Manager Help.
At the campaign automation level, a new rule action allows preview timeout to be enabled or disabled.
See Enable Preview Countdown under Assignable Campaign Properties in Interaction Dialer Manager
Help. The Maximum Preview Time property can be set using the Set Campaign Property rule action.
Interaction Dialer Release Notes
14
New tables that store Penetration Rate statistics
Penetration rate data is now accumulated in several new tables that Interaction Dialer manages
automatically. Customers can use this data to develop custom penetration rate reports. For example,
a report might indicate the number of contacts that were contacted (the numerator) contrasted with a
number of records in a contact list (the denominator). Penetration rate can be calculated in different
ways. For instance, there are several ways to define what a "penetrated" contact is. The changes to
Dialer tables are:
Table
Description
ContactList table
The contact list contains a new column named i3_upload_id. Upload
Id is a sequential number populated when a new contact list is
uploaded or contacts are added to an existing contact list.
I3_<ContactListName>_PEN
table
This is the numerator. It contains one row for each completed call of
the corresponding contact list table.
I3PenetrationUpload table
The Upload ID column in this table is incremented every time a new
row is added in this table. That occurs when contacts are added to a
contact list.
I3PenetrationRange table
This table is reserved for future use.
I3PenetrationData table
This table contains the actual penetration data, specifically two rows
per contact column (one for all values and one for unique values)
plus one row per contact list to account for all contacts.
To ensure the integrity of penetration data, Dialer polls Contact list tables every 5 minutes. If any
Upload IDs are null, new Upload IDs are created and assigned to those contacts. This helps ensure
that priority calls have Upload IDs.
An Upload ID is a sequential number that is created every time a new contact list is uploaded or
contacts are added to an existing contact list via the Import Contact List Wizard. This new Upload ID is
then assigned to the new contacts. This assignment is done through a new column "i3_upload_id" in
the contact list.
For more information, see Penetration Rate Data and Penetration Rate Tables ERD in Interaction Dialer
Manager Help. For information about the penetration rate API for C++, see Get Penetration Data and
Get Penetration Rate in IceLib.Dialer documentation.
Interaction Dialer Release Notes
15
General PND Enhancements
PND stands for Phone Number Detail. Since a contact list can have any number of phone number
columns, Dialer creates a PND table entry for each phone number column, for the purpose of tracking
contact attempts separately for each number.
Overview:
Extensive PND enhancements were implemented in this service update. To summarize them:
●
Starting with Dialer 4.0 SU2, customers can add custom columns to PND tables, populated with
data from contact list columns.
●
Using the Policy Sets user interface, customers can now access custom PND columns for the
purpose of setting a Policy Condition.
●
A new Policy Disposition Behavior (Custom Stored Procedure) allows customers to execute SQL at
the end of any type of call, potentially to update a table outside of Dialer. For example, once a
number has been dialed, it could be added to a custom exclusion table, so that the number is
never dialed again, because it has been dealt with.
To implement custom SQL, customers add custom code to a sproc in the contact list database. The
sproc takes any arbitrary action based on parameters passed to it.
The sproc is only engaged if customers set up a Policy disposition behavior (Custom Stored
Procedure). Dialer automatically passes call attributes to the sproc, along with additional
information (defined in the behavior) that is not already attached to the call object.
Customers are responsible for coding whatever the stored procedure should do, and also for
configuring a Policy disposition behavior to invoke the procedure. The stored procedure must be in
the CallList database. It cannot be in the CIC database.
Related Details:
1. Dialer no longer creates PND entries for telephone numbers which have a null value. This prevents
the PND table from growing larger than necessary.
Previously, Dialer created a row in the PND table for each identity and all contact columns,
regardless of whether a phone number was populated. This caused extra rows to be created for
phone numbers that were blank in the call list. Dialer now creates a PND entry only when an
entry in the contact list has a phone number.
As a side effect of this change, records populated with values for contact columns after a recycle
will not have new numbers dialed until the next recycle.
2. Starting with Dialer 4.0 SU2, customers can add custom columns to PND tables, populated with
data from contact list columns. This supplemental information can be used by Policies to process
records in special ways. Suppose, for example, that a contact record has two telephone numbers:
one from Colorado but the overall record is from Minnesota. Since legislative rules differ between
these states, customers may need to abide by the most restrictive result after the union of both
states is evaluated.
Previously, from the standpoint of contact automation, a Policy could only evaluate information at
the contact level to determine how to process a contact record. The PND table did not contain any
supplemental information. By storing custom data in PND records, policies can evaluate PND
entries to process contact records in logical ways.
For example, customers might add STATE columns to identify the skills required with each phone
number. That way, if one phone number is from Colorado, and the overall contact entry is from
Minnesota, only agents who are skilled in both MN and CO can take that call. See Skills in the PND
Table (p. 18).
Two stored procedures (sprocs) make custom PND columns work. These are autogenerated on
calllist databases and are named: spid_customizePNDTable40 and spid_populatePNDTable40.
Interaction Dialer Release Notes
16
The spid_customizePNDTable40 sproc adds one or more columns to a PND table. It runs once per
PND table, when a table is created for the first time, allowing customer DBA's to alter the PND
table, for example to add columns or create indexes.
USE [master]
GO
/****** Object: StoredProcedure [dbo].[spid_customizePNDTable40] Script Date: 05/03/2013
12:40:01 ******/
SET ANSI_NULLS ON
GO
SET QUOTED_IDENTIFIER ON
GO
ALTER PROCEDURE [dbo].[spid_customizePNDTable40] (@i_PNDTablename varchar(255)) AS SET
NOCOUNT ON
--execute('ALTER TABLE '+@i_PNDTablename+' ADD Column1 BIGINT')
EXECUTE('ALTER TABLE' + @i_PNDTablename + 'ADD Division nvarchar(255)')
EXECUTE('ALTER TABLE' + @i_PNDTablename + 'ADD Sex nvarchar(255)')
EXECUTE('ALTER TABLE' + @i_PNDTablename + 'ADD State nvarchar(255)')
EXECUTE('ALTER TABLE' + @i_PNDTablename + 'ADD TimeZone nvarchar(255)')
The spid_populatePNDTable40 sproc runs every time the contact list is recycled. It obtains the
name of the contact list, PND table name, phone number column, and a Contact Column Id (ccID).
From that, it populates custom PND columns defined by CustomizePNDTable.
USE [master]
GO
/****** Object: StoredProcedure [dbo].[spid_populatePNDTable40] Script Date: 05/03/2013
12:40:22 ******/
SET ANSI_NULLS ON
GO
SET QUOTED_IDENTIFIER ON
GO
ALTER PROCEDURE [dbo].[spid_populatePNDTable40] ( @i_CallListTablename varchar(255),
@i_PNDTablename varchar(255), @i_PhoneNumberColumnName nvarchar(128), @i_CCID
BIGINT) AS SET NOCOUNT ON
DECLARE @lastErrCd int
DECLARE @lastRowCount int
DECLARE @successCode int
BEGIN TRANSACTION
EXECUTE('UPDATE p
set p.Division = t.Division, p.Sex = t.Sex, p.State = t.State, p.TimeZone = t.TimeZone
from '+@i_PNDTablename+' p
inner join '+@i_CallListTablename+' t
on p.i3_identity = t.i3_identity
where p.Sex IS NULL AND p.I3_CCID = '+@i_CCID+'')
SET @lastErrCd = @@ERROR
IF @lastErrCd <> 0
BEGIN ROLLBACK TRANSACTION
SET @successCode = -1
RAISERROR (@lastErrCd, 15, 1)
return 1
END
COMMIT TRANSACTION
SET @successCode = 1
return 0
Notes:
●
Both sprocs are added the Dialer database as customization points.
Interaction Dialer Release Notes
17
●
To have effect, each sproc must be edited by customers.
●
Unedited sprocs have no performance impact.
●
If the PopulatePNDTable query fails, the recycle will continue, and Agents will receive calls
without interruption. Sproc results are logged for customers to examine.
●
ExecutePopulateCustomizedPNDColumns occurs right after PopulatePNDRecords has executed
and records inserted into the PND table. Therefore, to trigger the call to
ExecutePopulateCustomizedPNDColumn you must either need to add contacts to the call list or
make changes to contact columns.
3. Using the Policy Sets user interface, customers can now access custom PND columns for the
purpose of setting a policy condition. To do this, add a Policy Condition and set the Condition Type
to "Phone Number Details". Then select "Custom" from the Phone Number Detail list.
At this point, you can select a custom PND column, and configure evaluation type, operator, value,
and test a regular expression value. See also: "Phone Number Details Condition Type" in Dialer
Manager Help.
4. A new Policy Disposition Behavior makes it possible to query against a PND column, for the
purpose of executing custom SQL at the end of a call. For details, see Custom Stored Procedure
behavior type in Dialer Manager Help.
Interaction Dialer Release Notes
18
Skills in the PND Table
A new PND-based skills feature is designed to accommodate regulations that allow people to retain a
telephone number when they move, even across states. For example, a person from Minnesota who
now lives in Colorado may have kept a Minnesota telephone number. This creates ambiguity with
respect to licensing laws.
Skills can now be assigned to PND records in addition to Contact columns. Previously, Dialer allowed
one or more skills of different types to be assigned to a contact, and by extension, to all phone
numbers in that contact.
The PND-based skills feature does not have a user interface front end. To activate this feature, a
customer must first add a skill column with the appropriate name to the appropriate PND table, and
then populate the column as needed. Dialer does not provide any means to add the PND skill
column(s) or to populate them. That is a customer responsibility at this time.
Since it is now possible to add a custom skill column to a PND table, phone number-specific skills can
be evaluated in addition to contact skills. Any phone number entry in the PND can have a different
associated skill than the overall contact. As a result, PND skills can be evaluated in conjunction with
contact list skills.
●
If the call list table has a column that is configured as a skill column, it can have one value which
represents a single agent skill.
●
If the related PND table has a column with the same name as call list's skill column (name is case
insensitive), then that column in the PND table is considered to contain values for that same skill.
●
If a call list skill is set to a certain value for a contact, and a particular phone number for that
contact has a different skill value in the PND skill column of the same name, then an agent must
have both skills to be able to take a call to that number.
For instance, suppose that the call list table has a column named LanguageSkill, and the PND table
has a column named LANGUAGESKILL. For both of those columns, a non-NULL value indicates that
the agent must have the specified language skill to be able to call the contact number. Suppose also
that the call list has one phone number per row (CCID = 0), so a single contact would have one row in
the call list, and one row in the PND table.
For a specific example, suppose that a particular contact has the value of "ENGLISH" in the call list
LanguageSkill column, and "GERMAN" in the PND LANGUAGESKILL column. That indicates that an
agent must have both the ENGLISH and GERMAN language skills in order to be able to be connected
to that phone number. If the PND LANGUAGESKILL column was NULL or "ENGLISH", then an agent
would only have to have the ENGLISH language skill.
Ability to filter on the PND table
It is now possible to filter on both the call list and the PND table, by creating two filters and applying
both to the campaign. As before, customers can query the PND based on zone or attempts columns.
Starting with SU2, customers can filter on a custom column in the PND.
There are two types of filters:
●
The filter for the contact list which excludes records going into the recycle table.
●
A per-phone number filter that runs at query time. This is called a phone number filter.
Interaction Dialer Release Notes
19
Policy Macros can access custom PND data
Custom Data Policy behaviors can now utilize PND data. It is possible for a Policy Behavior to retrieve
the active contact's phone number details attribute value.
To configure a Policy Behavior to do this:
a.
Set Behavior Type to Custom Data.
b.
Click the Macros button.
c.
Choose ContactPNDAttribute.
d.
Click the button next to Contact PND Attribute.
e.
Select a Contact List.
f.
Select a custom PND column.
g.
Click OK. The policy now references custom PND data.
Interaction Dialer Release Notes
20
Interaction Dialer Release Notes
21
Contact List GUI Improvements
The configuration of sorts and filters for a campaign were moved to a new tab named Contact List.
This tab also provides the means to identify contact columns.
DNC exclusion based on identity or expiration date
The DNC exclusion process was enhanced to optionally exclude from dialing, records that have
matching identifiers in the DNC and contact list table, such as the same account number. DNC can
also exclude records until an expiration date, after which the records will be dialed, because the DNC
entry has expired.
A Custom Do-Not-Call table [DNC] is any table with at least one column that may contain phone
numbers in a VARCHAR(n) format; where n is at least 10.
●
DNC tables may be updated at any time, outside of Dialer.
●
Custom DNC tables are compatible with Dialer's priority dialing feature. Before dialing each
number in the campaign's phone number detail (PND) table, Dialer compares each number against
the DNC table. If there is a match, the PND row is marked with a purge status ["P"], and is never
called again from the PND table.
Previously (before Dialer 4.0 SU2) no phone number in a custom DNC file was dialed by a campaign
configured to use that DNC Source. DNC processing was enhanced in this service update to provide
two additional options:
1. Exclusion by Identity. A campaign can be configured to match a contact list column against an
additional column in the custom DNC table. These columns might store account numbers, for
example. When there is a match, Dialer will not call any phone number in the matching account.
The related GUI elements are DNC Excluded Column Identifier on the Contact List tab of a
Campaign configuration entry, and Database Column to Exclude on a DNC Source entry.
2. Exclusion by Expiration Time. A custom DNC table may have an expiration date-time column,
after which the DNC entry is ignored. If the DNC contains a populated Expiration column, that time
is compared with the current time.
●
If the current time is previous to the expiration time, the number is not dialed. It is treated
like a traditional do-not-call number.
●
If the current time is past the expiration time, the number is dialed because the entry has
expired.
When priority dialing is used, the just-in-time selection process examines the expiration column. When
the expiration column contains either a NULL or a date-time value in the future, the phone number in
the existing column entry will be in effect as a Do-Not-Call restraint on the Dialer. When the Expiration
column contains a date-time value in the past, the call in question will be processed as if the row were
not there.
Interaction Dialer Release Notes
22
The columns used to exclude by identifier or expiration time are defined when a DNC Source is
configured. To be implemented, that DNC Source must be referenced by a campaign.
Interaction Dialer Release Notes
23
Policy Set Locking
It is now possible to lock a policy object so that it cannot be modified, removed, or unlocked by any
person who does not have Master Administrator rights. This is accomplished by checking the "Locked"
check box for a policy in Interaction Dialer Manager. Once a policy has been locked, users who are
not Master Administrators can view the policy but they cannot remove or edit it until a Master
Administrator removes the lock. Locked policies cannot be removed from a campaign.
Dialer Manager users can configure campaigns to use locked policies that they have access to, but
once the campaign is saved, the locked policy can only be removed by a Master Administrator.
A future CIC service update will add a security right that will control who can lock a policy. In
Interaction Administrator, that security right will be named "Lock Policy Sets". In the meantime, any
user who can configure policy objects can lock a policy. Once a policy is locked, it can only be
unlocked by someone with Master Administrator rights.
Interaction Dialer Release Notes
24
General Enhancements
1. Logging was enhanced. It is now possible to trace license assignment changes at the status level
instead of at the verbose log level.
2. In Dialer.Icelib, a new InitiateManualOutboundCall method was added to
ININ.IceLib.Dialer.DialerSession. This method can be used to initiate an outbound call. See the
IceLib Dialer documentation for more details.
3. When selecting the groups for a rule, an [Any] group is now listed. Adding [Any] group to the rule
will cause the rule to be evaluated regardless of which group is currently active. See Associate a
Rule with a Rule Group in Dialer Manager Help.
4. Added a new Call Dialing Mode condition type for policy objects. This pre-call condition type allows
a policy to evaluate the dialing mode used to dial the contact. This is used primarily to determine
if the call was placed as a non-preview dial in conjunction with the Phone Number Type to comply
with new regulations. See Call Dialing Mode condition type in Dialer Manager Help.
5. Previously, if a policy set had more than one policy, the user interface did not clearly indicate
other policies in the policy set if any policy other than the first policy in the list was selected. The
Policy Sets user interface was updated to display all the policies within a policy set clearly, so that
selecting any policy does not obscure the others. Policy details were moved to their own grid on
the policy set.
6. Rules can now assign a subset of contact columns from those defined on the Contact List to be
dialed by a campaign. Rules can also change the order in which contact columns are dialed. See
the Contact Columns property under Assignable Campaign Properties in Dialer Manager Help. To
set this up:
a.
Add a Rule.
b.
Under Actions, set Action Type to Set campaign property.
c.
Set Property to Contact Columns.
d.
Select a Contact List. Then click the plus to add contact columns.
e.
Move contact columns in or out of the Selected Items list.
f.
Click OK.
g.
Use the Up and Down buttons to reorder contact columns in the list, if desired.
7. A new "Customize Contact Columns" option allows a campaign to use either its associated contact
list's contact columns as they are defined on the contact list, or a customized list of contact
columns (a partial list or by changing the order of the columns. See Contact List Tab in Dialer
Manager Help.
8. Priority Dialing settings were moved to the Contact List tab for a Campaign.
9. The processing of Rule conditions based on a recycle system event has changed.
Interaction Dialer Release Notes
25
Dialer is now able to trigger a rule on a recycle event that is not caused by a campaign reset. For
example, if a rule executes a filter change, then a campaign reset occurs, which in turn fires a
recycle. Previously, if other rules are triggered on recycle, then the filter change could cause these
to fire unintentionally.
●
The recycle event, as it applies to rule conditions, will now not fire when a campaign performs
its initial recycle--the one that gets the list ready to dial the very first time. That includes the
initial recycle when a campaign is reset. Note that if a campaign's filter or zone set is changed
via a rule, that will automatically reset the campaign, and that is treated the same as any
reset, so the initial recycle will not trigger the event.
●
All other recycles, those that are manually triggered, triggered by a rule, or automatically
initiated when the campaign ran out of contacts will trigger the recycle event as they always
have.
10. A new "Agent Management" Rule action allows workgroups or agents to be logged out of
campaigns and logged into different campaigns.
Interaction Dialer Release Notes
26
11. A Set Campaign Property rule action can now set the follow up status that Dialer will put the agent
into when a Dialer call disconnects but has not been dispositioned yet. A typical selection might be
"Follow Up". The rule can select a different status from the status configured for the campaign on
the Recall Control Tab of a campaign. In Dialer Manager Help, see Follow Up Status in the topic
titled Assignable Campaign Properties.
12. Base scripts can now be configured to automatically disposition calls after a period of time. Two
server parameters have been added which can be used to configure automatic dispositioning in
base scripts:
Interaction Dialer Release Notes
27
Dialer BaseScripter Automatic
Disposition Timeout
The time in seconds that base scripts will wait before
automatically dispositioning an interaction after it disconnects or
leaves the agent's queue
Dialer BaseScripter Automatic
Disposition Wrap-Up Code
The wrap-up code that base scripts will use when automatically
dispositioning an interaction
13. The Run campaign command rule action can now change a campaign's dialing mode to dial
scheduled calls only. In this execution state, Dialer places only calls that were rescheduled by
agents. Priority dials are still made, but no regular calls are placed. This mode ignores the
campaign schedule, if one is assigned. Auto-scheduled calls are not placed in this mode. See Run
campaign command in Dialer Manager Help.
Interaction Dialer Release Notes
28
New Features in Dialer 4.0 SU1
This section lists some of the main features that are new in Dialer 4.0 SU1.
Requirements
Interaction Dialer 4.0 Service Update 1 requires CIC 4.0 Service Update 3. Please see the Interaction
Dialer Installation Guide for special instructions and late-breaking release information.
Interaction Scripter .NET Client
1. Interaction Scripter .NET Client now uses a JavaScript-based calendar control instead of an
ActiveX calendar control. When an agent reschedules a call, there no security issues in Internet
Explorer related to ActiveX controls.
2. Interaction Scripter .NET Client better handles workgroup membership changes. Previously, if
Scripter client was open while the user's workgroup membership was removed, Scripter threw
exceptions.
Interaction Scripter API
IS_Action_FullScreen was deprecated, because this feature is not supported by the Café application
framework that hosts Interaction Scripter .NET Client.
Supervisory views in IC Business Manager
1. Added new Supervisor views:
●
Agent Overview compares the performance of multiple agents across sites and campaigns.
This view can also display the current activity of agents, such as each agent's current status,
current stage, time in status, and time in stage.
●
Skills Overview displays skill summary statistics. This view helps supervisors manage skillsbased dialing in predictive, power, and preview modes. It displays contacts by Skill Set to
indicate which agent skills are needed.
For details, see Dialer views in IC Business Manager in the Dialer Manager Help.
2. Fixed a bug in the Dialer Campaign Details view which displayed 00:00:00 in the Estimated
Completion statistic instead of the value of that statistic.
3. Fixed a bug that prevented newly created Dialer campaigns from appearing in Supervisor views
until IC Business Manager was restarted.
4. Zone statistics have been added which track the status of Zone Sets assigned to a campaign as
well as the number of callable contacts contained in each zone.
5. Dialer's supervisory views now use a new license paradigm that helps the hosting framework (IC
Business Manager for example) easily and efficiently monitor access restrictions such as licensing
or rights. This change is transparent to users and administrators.
6. Fixed a problem that could prevent Dialer history and status messages from being received by the
Dialer Health view.
7. Fixed a problem that could cause statistics for wrap-up codes not to be populated correctly in
Dialer Overview and Campaign Detail views. Also fixed a problem that prevented graphs of wrapup codes to be populated properly in the same views.
Interaction Dialer Release Notes
29
Interaction Dialer Manager
1. Interaction Dialer Manager is now available in IC Business Manager in addition to Interaction
Administrator.
2. To eliminate the possibility that no calls will be placed, Skill Sets can no longer be assigned to
Agentless campaigns. Setting a campaign's calling mode to Agentless now disables Skills-based
Dialing options for an Agentless campaign entry.
3. Removed a hard-coded size limit that prevented contact list filters from exceeding 3000
characters.
4. Interaction Dialer no longer supports the option to "log history updates as .csv files on outbound
dialing servers". The checkbox for this option was removed from the Global Dialer Setting view.
5. It is no longer possible to configure an active campaign to dial a different contact list or use a
different workgroup. Dialer Manager and IceLib Dialer were modified to require that the campaign
is stopped first.
6. Fixed a bug that occurred when a Schedule time slot was added or edited. A red box appeared
around valid time ranges, suggesting that the time slot was invalid. This defect was corrected.
Users no longer need to click Up or Down buttons, or retype the time. Valid time slots are no
longer misidentified as invalid.
7. Fixed a SQL syntax error that occurred when a campaign's Recall Control > Minimum minutes
before next dial setting was configured to anything except zero.
8. Added the ability to trigger a rule based on pausing or un-pausing of a campaign. Rule conditions
can evaluate two new system events: "Campaign Paused" and "Campaign Unpaused". See Add a
Rule in the Interaction Dialer Manager Help.
9. Fixed a bug that could cause a new campaign to reference an invalid recycle table. Newly created
campaigns are assigned properties based on those of the default campaign object. Previously, the
recycle table property was included in this behavior erroneously. New campaigns are now always
saved without a recycle table assigned so that the system may create a new table and assign it to
the campaign later.
10. Support was added for configuration change auditing. When enabled, auditing tracks all
configuration changes made using Dialer Manager, or an API such as IceLib.Configuration.Dialer.
Auditing authorizes each Outbound Dialer server to record which user changed an object, and the
properties of the object that changed. Auditing is a system-wide setting, meaning that auditing is
either "on" or "off" for all servers. Auditing is disabled by default. Auditing provides a clear audit
trail for proof of good faith efforts, if needed. See Configuration Change Auditing in the Global
Dialer Settings view in Interaction Dialer Manager.
11. Added an Advanced Interaction Dialer view that can import or export sections of a Dialer
configuration file from/to another Dialer configuration file. This feature can be used by support
personnel to create default configuration items that can be imported into a customer's
configuration, as a means to assist with best practices or possibly resolve a configuration issue.
Customers can use it to move configuration objects from a development server to a production
system. See Import \ Export Configuration view in Interaction Dialer Manager.
12. In Dialer Manager's help, amended the description of the "Copy Dialer Attributes to Call Attributes"
setting to not that this setting has no effect on Dialer calls unless they are transferred to an
Outbound Attendant profile. Only interactions which are transferred to Attendant have Dialer
attributes assigned to them.
13. New security and access control were implemented. See Dialer Licenses, Rights, and Security in
Dialer Manager Help.
Interaction Dialer Release Notes
30
Core
1. DialerTranServer better manages contact list tables that have a period in the table name.
Previously, table names that contained a period were not properly processed. When
DialerTranServer checked to see if an index existed for the table, the operation failed due to the
special character in the table name. To work around this limitation, brackets are automatically
added around table names to allow for special characters in table names.
2. All database tables are now validated if an exception occurs, such as a missing column. Previously,
if a call list update failed due to a missing column name, DialerTranServer attempted to validate
tables to confirm that their structure was correct. It checked the call list table only, and did not
correct any missing columns in PND or CH tables. This could lead to repeated failures and eventual
pausing of the Dialer. COM exception failures now trigger validation of all related tables.
3. Previously there was no limit on the number of messages that DialerTranServer sends to Remoco
for messages to be written to the App event log. Since Remoco can only write one App event log
message per second (OS limited), it queued up any additional messages to be written.
If DialerTranServer is experiencing an ongoing outage, this could quickly result in a large volume
of queued messages, possibly causing Remoco to crash. DialerTranServer now limits the number
of application event log-bound messages it sends to Remoco. Messages are now sent at most
every 10 seconds per message type.
4. Previously, member variables m_sitType and m_eTsError were not initialized by the constructor
for a Dialer Interaction object. Consequently, trace logs could contain uninitialized values, for
example when a MakeCall is never performed for a Preview campaign. To correct this, both values
are now initialized with sensible default values even if the MakeCall routine is not called. SitType
defaults to Ambiguous. TsError defaults to None.
5. Fixed a bug that could cause Dialer to stop placing calls for an agent if a Preview call was skipped
using a Do Not Dial policy behavior.
6. Fixed a bug that could raise an exception when priority dialing records were sorted by the
I3_Identity column.
7. The "Callable Count by Attempts" and "Callable Count by Zone" predefined queries now select
contact list records with a NULL status, since those records are callable by default.
8. Fixed a bug that could prevent the [All Sites] rollup from displaying in Interaction Supervisor.
Prior to this change if Dialer Stat Repeater was started while Dialer Stat Server was not running,
then the [All Sites] rollup would not be available.
9. Fixed a bug that prevented export of contact list data to Excel format. Previously, attempting to
export contact lists to an Excel spreadsheet resulted in the error "Object reference not set to an
instance of an object".
10. Improved handling of precise dial calls so that Agents in a status that does not allow ACD are able
to receive precise dial interactions.
11. Certain history and status messages in Supervisor were modified to better support localization.
12. Modified Phone Number Detail attributes in policy conditions to make them localizable.
13. To support the Dialer Stats server, a component that manages the flow of statistical data between
subsystems (StatWatcherPlugin_DialerU) is now installed on the outbound Dialer server by the
ODS install.
14. A new Supervisory namespace was added to Dialer Icelib to support Dialer status message
monitoring by Interaction Supervisor, similar to other monitoring capabilities that IceLib provides.
15. A new server parameter can allow Priority contacts to be added to the front of Dialer's cache of
Priority Contacts. By default, when Priority contacts are pulled into Dialer they are added to the
end of Dialer's existing cache of Priority contacts. When new server parameter Dialer Prepend
Priority Contacts is enabled by giving it a value of 1, Dialer adds each batch of Priority contacts to
the front of its existing cache of Priority contacts.
Interaction Dialer Release Notes
31
Installation
1. The Outbound Dialer Server install now creates a shortcut titled "Interaction Dialer
Documentation". It opens a help file that merges Dialer help files, making documentation easier to
access when using the server.
To open this shortcut, click Start. Then select All Programs > Interactive Intelligence > Online
Documentation > Interaction Dialer Documentation.
2. A Dialer Developer install is now provided. It installs API and utility components that developers
can use to create custom applications that manage contact lists. Components can be installed on a
developer's machine, or on PCs used by end-users of custom applications. See the Interaction
Dialer Installation and Configuration Guide for more information.
Localization
New language pack installs are downloadable from https://my.inin.com/support/products/dialerscripter40/Pages/Localization.aspx for:
●
●
●
●
●
●
●
Dutch
French (Canada and France)
German
Japanese
Polish
Portuguese Brazilian
Spanish (Spain and Latin America)
Interaction Scripter .NET Client
1. The IS_Action_Logon action no longer requires an agent type attribute. Since agent type can only
be set for the agent's entire Dialer session and not per campaign, it no longer makes sense to
specify it on the Logon action.
2. Documentation for Interaction Scripter .NET Client can now be opened from its Help menu using
the Getting Started menu item.
3. If a language pack has been installed, Interaction Scripter .NET Client's Login dialog displays an
Options tab that allows the user to select a language other than English. For details, see Start
Interaction Scripter .NET Client in the application's help file.
Interaction Dialer Release Notes
32
New features in Dialer 4.0
This section lists some of the main features that are new in Dialer 4.0 GA.
Late-breaking items
For GA, a few late-breaking items are noted below. Please check the Interactive Intelligence web site
for other late breaking notices.
1. A bug was discovered that prevents agents from auto-logging into a campaign if the agent was
logged in before any campaigns were started. This bug only affects agents who do not have the
Login Campaign security right assigned.
When those agents use Interaction Scripter .NET Client to log in to Dialer, they are logged on to
every campaign that they are eligible for. Later, when a campaign is started, the agent should be
automatically logged on to the newly started campaign. That is not happening. This problem will
be fixed in a forthcoming service update. To work around this it, assign the Login Campaign
security right to agents.
2. The Dialer Developer install will be added in a future SU (probably SU1).
Multiple Active Campaigns per Agent
Interaction Dialer 4 supports multiple campaigns running at the same time, and a new campaign state
that dials scheduled calls only.
Multiple campaigns now run at the same time. Workflows are no longer used.
In Dialer 3.0, workflows were required to transition agents from one campaign to another. In Dialer 4,
multiple campaigns run at the same time. Agents log on to multiple campaigns.
Here is how Dialer works without workflows:
Interaction Dialer Release Notes
33
Dialer 3.0
Dialer 4.0
Login
Agent logs into one workflow
Agent logs into one or more
campaigns
Transitions
Agent transitions to another campaign
when the workflow stops one
campaign and starts another
There are no transitions that start or
stop campaigns. Multiple campaigns
supply calls to the agent at the same
time
Agent Script
Agent sees the same script until a
campaign transition occurs, or logs out
For each call, the agent sees the script
for that call's campaign
Configuration
Both workflows and campaigns must
be configured
Only campaigns are configured
Agent Statistics
Breaks, idle time, and non-dialer time
are workflow-specific
Breaks, idle time, non-dialer time are
related to an agent, but not to a
campaign
Campaign Priority
An agent's calls come from one
campaign
Campaign priority setting determines
campaign call mixture for an agent
●
A Login Campaign security right now controls whether or not an agent can pick and choose
campaigns to participate in. An agent who does not have this right is automatically logged into all
campaigns.
●
A Campaign Priority setting biases campaigns to dial some more than others. When a single agent
is active in multiple campaigns, each campaign will generate interactions for the agent. For this
reason, campaigns may be assigned a configurable priority number—an integer between 1 and
100, inclusive, that Dialer uses to decide how many calls to place for each campaign for each
agent. Over time, more calls per agent are placed for higher priority campaigns, proportionally to
each campaign's priority number.
●
Where applicable, the attributes of a workflow are configured for campaigns.
●
Agent transitions can be automated using an Agent rule action that logs agents out of one
campaign and into another.
Interaction Dialer Release Notes
34
Campaigns can dial scheduled calls only
Workflows needlessly constrained some uses of Dialer and added complexity to the user interface and
configuration tasks. Elimination of workflows in favor of multiple active campaigns made a new
campaign state possible. Campaigns can be on or off as before, but may also dial scheduled calls only:
In the Scheduled Calls Only execution state, Dialer 4 places only calls that were rescheduled by agents
and priority (JIT) calls. Auto-scheduled calls are not placed. No regular calls are placed. This mode
ignores the campaign schedule, if one is assigned.
More Modular Dialer Management Console
The Dialer Management Console (user interface) that you will use to configure Interaction Dialer 4 is
called Interaction Dialer Manager (IDM). IDM is compatible with multiple application frameworks.
Recent developments in software architecture made it possible to run application modules inside a
framework such as IC Business Manager, IC Server Manager, or Interaction Administrator. The
modular approach means that user interfaces can be mixed and matched in different hosting
applications.
In Dialer 4 GA, IDM is an application module that plugs into Interaction Administrator. In releases
after GA, IDM will be offered in additional frameworks, such as IC Business Manager. IDM manages
campaigns, contact lists, and scripts. It also configures the optional building blocks of campaigns,
which are zones, stages, skills, policies, schedules, and rules.
Dialer 3.0
Dialer 4.0
Dialer
Administration
The user interface used to configure
Dialer was implemented in a plug-in that
supported Interaction Administrator
only.
In 4.0 the user interface plugs into in
Interaction Administrator, but can be
ported to other application frameworks,
such as IC Server Manager.
Real-Time
Statistical
Monitoring
Dialer views and statistics were
implemented in a plug-in that was
compatible with Win32 Supervisor, a
standalone application.
Interaction Supervisor is now integrated
with IC Business Manager. Supervisor is
no longer a standalone application.
Dialer views and statistics appear with
other views in IC Business Manager.
Supervisor features can be ported to
other application frameworks as needed.
Call List
Management
Standalone wizards provided contact list
import, export, and telephone number
exclusion.
Call list management features were
incorporated into IDM, making these
features portable to other frameworks.
Interaction Dialer Release Notes
35
All of Dialer's user interfaces were rewritten in a way that permits them to run inside application
frameworks.
Dialer 4 is easier and flexible to configure, with built-in Contact list management features
Notable improvements in 4.0 increase convenience or add flexibility:
Dialer 3.0
Dialer 4.0
Filters
Customers needed to know SQL to create
filters. Only 1 filter could be assigned to a
campaign.
Filters are created using a query-by-example
user interface, similar to Microsoft Access.
Any number of filters can be assigned to a
campaign. Filters are AND'd together.
Policy Sets
1 Policy Set could be assigned to a campaign.
Multiple Policy Sets can be assigned to a
campaign.
Call List
Import/Export
Import wizard in Interaction Administrator.
Dialer provides import and export tools, with
mapping and filtering capability.
Query and
Update Contact
List
To query or update a contact list, customers
had to use a database tool not included with
Dialer.
Customers can query-by-example in
Interaction Dialer Manager, view results, and
then apply actions to selected contacts, or to
all contacts, for example to reset attempts or
set status.
Get Counts from
Contact List
Customers had to use a database tool not
included with Dialer
Interaction Dialer Manager can run predefined queries on the contact list, for
example to return the count of all/callable
contacts by time zone, or a count of contacts
by status, a count of contacts by attempts,
etc.
Export required a database tool not provided
by Interaction Dialer.
Interaction Dialer Release Notes
36
Redesigned User Interface
Here's what Interaction Dialer Manager (IDM) looks like when it is running inside Interaction
Administrator. Dialer Manager displays screens (called views) that configure the properties of
campaigns and other Dialer objects. In the example below, the configuration of a Campaign is selected
in the top pane. The properties of that campaign are editable in the lower pane.
This more modern design minimizes the need for dialogs boxes. Dialer 4 has fewer dialogs than Dialer
3. Its user interface is easier to learn and use.
Views work consistently in Interaction Dialer 4
Dialer Manager's graphical user interface is consistent and simple to understand. Generally speaking,
views in Dialer Manager have similar component parts:
Entries Panel
All views have a panel at the top that lists previously saved entries. Buttons on the right side of
this panel add, copy, paste, or delete configuration entries.
[Default Entry]
If the name of an entry appears within square brackets, it is a default entry. Any settings configured in this
entry are automatically assigned to new entries added later. You cannot delete or rename a default entry. The
views that provide default entries are: Database Connections, and Campaigns. The names of default entries
are: [Default Connection] and [Campaign Defaults].
Interaction Dialer Release Notes
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If you edit a default entry and change an attribute, subsequent new entries inherit its settings. Updating a
Default entry does not affect existing entries at all. Think of default entries as templates for newly created
objects. This feature is very powerful, since administrators can customize default settings to meet any need.
Settings Panel
The Settings Panel appears on Campaign views only. Other views may implement similar panels in future
releases of Interaction Dialer Manager. Controls on this panel set the running state of the selected entry. For
example, the execution state of a campaign can be turned on, off, paused, or set to run in accordance with
schedule settings.
Properties Panel
Configuration settings appear on this panel. Tabs group options for related features. Controls are sometimes
grouped on expanders. Clicking an expander reveals or hides a set of related controls.
Save/Revert buttons
To save changes made to any entry, click Save. To discard changes, click Revert.
Auto-save checkbox
When Auto-save is checked, the user interface does not prompt to save changes, and the entry is saved
automatically when you select a different object or leave the container. When Auto-save is unchecked a
message box prompts for confirmation to save when you select another object or leave the container.
Red borders signify a required setting
Red borders identify configuration settings that are required, but not currently set to a value. If any options on a
tab are required but not set, a red exclamation point is drawn on the tab to indicate that the user cannot save the
object until required information is supplied.
Interaction Dialer Release Notes
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Blended Call Disposition
Dialer 4 now uses wrap-up categories and wrap-up codes that are fully compatible with CIC. The same
codes work with inbound and outbound calls.
Dialer 3.0 used finish and reason codes to classify the outcome of a contact attempt. This was
incompatible with CIC, which used wrap-up codes. The use of two classification schemes made
querying and reporting more complex.
Use of wrap-up codes makes it possible to disposition a Dialer call using Interaction Client. However,
Interaction Scripter .NET Client is still recommended for Dialer agents.
WrapUp Codes
WrapUp Codes are strings that indicate the completion status of a call step. WrapUp codes are the
disposition options that Dialer agents see in a script. For example, a user-defined WrapUp code might
be "doesn't read the newspaper". WrapUp codes allow agents to disposition calls by choosing a call
outcome tailored for the campaign. Under certain conditions (as when Dialer detects SIT tones) Dialer
will assign a WrapUp Code to the call. But in most cases, WrapUp codes are assigned by agents.
WrapUp Categories
WrapUp Categories generically classify the result of a campaign call for reporting purposes. Unlike
WrapUp Codes, which are user-defined on a campaign-by-campaign basis, the same set of WrapUp
Categories is used for all campaigns. The table below lists standard WrapUp Categories and default
WrapUp Codes used by Dialer.
For reporting purposes, custom WrapUp codes are always mapped to standard WrapUp Categories. For
example, in a newspaper subscription campaign, the WrapUp code "doesn't read the newspaper"
would be mapped to "Failure" (a WrapUp category). Likewise, "Not Interested" would also be mapped
to "Failure".
WrapUp codes add granularity to reporting, while WrapUp Categories provide for standardized
reporting across multiple campaigns.
Customers can now customize the behavior that occurs when a disposition is made on a call, so that
Status, PND status, RPC, IsContact and Attempts counters behave as the customer desires.
Interaction Dialer Release Notes
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Consolidated History Data
Significant database improvements were made in Dialer 4. The CIC database now hosts tables for call
history statistics, agent statistics, and dialer campaign statistics. These tables used to reside in the
Dialer database.
This change means that campaigns no longer have separate call history, agent statistic, and campaign
statistic tables. Custom reports are much easier to generate in Dialer 4, because fewer tables need be
joined.
Campaign statistics show events and data from periods traversed by a campaign. The Agent Stats
table tracks every event from the agent’s perspective and the time associated with the event. The call
history table has new columns, and times are now in UTC.
History Tables are defined by the IC Tracker setting under System Configuration > IC Data Sources.
Connections to contact list databases are defined using UDL files. In Interaction Administrator, Dialer
connections are configured in the Interaction Dialer container under Advanced Interaction Dialer >
Database Connections. History table consolidation provides many benefits:
Dialer 3.0
Dialer 4.0
Campaign
Dialing
Statistics
Real time only. Some could be derived
from history.
Dialer.CampaignStats table records
agents, call list record counts, pace,
cpa, etc.
Scheduled Call
Table
Associated with workflow
Associated with Contact List table
(I3_<workflow>_cs#)
(I3_<contactlist>_cs)
Revenue
Tracking
Add custom field to call list
No real time statistics or reporting
Added a new "successresult" column to
history. Success result are shown in real
time and in reports.
Right Party
Contacts
Not tracked explicitly.
Added explicit "isrpc" flag in history.
Determined by disposition.
RPCs are reported in real-time and in
reports.
Custom History
Fields
Could not be tracked using call history
data; available only in call list
Two custom fields were added to history
table, which can be populated by scripts
or contact policies.
Track Contact's
Local Time
This was not easy to determine from
historical data.
The history table now contains time and
offset in the called party's time zone.
Interaction Dialer Release Notes
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More Complete and Extensive Reporting
Dialer reports now run in IC Business Manager's Interaction Reporter module. Interaction Reporter is
an IC Business Manager application that allows managers to run pre-defined reports, using filters to
configure report parameters. Report Filters can be saved to run reports again.
The "Dialer Reports" category in Interaction Reporter, a module of IC Business Manager.
Reports for Dialer 4.0 are released in CIC service updates. For example, installation of CIC 4.0 SU2
adds these reports to Interaction Reporter:
●
Dialer Campaign Statistics—displays dialing algorithm statistics by interval including record and
agent counts, pace, and campaign events.
●
Agent Success Results—provides a per-agent analysis of how successful agents were with Dialer
calls routed to them.
Interaction Dialer Release Notes
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Additional reports will be added in future CIC service updates.
Dialer 3.0 Reports
Dialer 4.0 Reports
●
No cross-workflow reports due to history tables
per workflow
●
One set of history tables is used to generate crosscampaign reports
●
Focus on abandons, finish codes and not as much
on results and analysis
●
Easier, better custom reports
●
Required custom reporting work for other
commonly requested reports
●
Reports focus on results across days, agent
utilization across campaigns, call analysis
breakdown, etc.
Reporting Tables in CIC's Database
The reporting tables used by Dialer reside in CIC's database. Dialer 4.0 reports use the same IC Data source used
by all the other reports in Interaction Reporter, which is IC Report Logs. Dialer 4 GA supports custom reports also.
For help with reports, including Dialer reports, open Interaction Reporter Help from IC Business Manager.
Interaction Dialer Release Notes
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Monitor Performance in IC Business Manager
Interaction Dialer's tight integration with IC makes it easy for contact center supervisors to view
campaign statistics in real-time.
Interaction Supervisor is CIC's Real-Time Performance Monitoring System
Interaction Supervisor is now an application module that runs in IC Business Manager. In IC 4.0 GA,
the standalone Interaction Supervisor executable was replaced by a new ".NET" application module in
IC Business Manager.
Interaction Supervisor displays metrics and sends notifications when user-defined thresholds are
reached. It satisfies the demanding requirements of executives, supervisors, managers, and IT
professionals who need immediate operational information and automatic notification when special
events occur.
The visual controls that display information in Interaction Supervisor were enhanced to put more
information in each view, and to ease configuration of alerts. For example, a new statistic control
displays metrics and alerts together. Alert icons appear next to statistic values, even in graph views.
Statistics are grouped in expandable panels (called expanders) that allow sections of a view to be
hidden or displayed at will. Queue controls were rewritten to make selection of parameters easier. The
result is an overall user interface that is more powerful, more elegant, and consistent in all respects.
Interaction Supervisor in IC 4.0 is a careful, deliberate redesign of the original Win32 application.
Supervisor retains its former functionality, recast with new features that optimize performance,
scalability, and ease of use. Persons familiar with the Win32 edition of Supervisor will be productive
immediately. Persons who are using Supervisor for the first time will master its many features with a
minimal learning curve, particularly if they have used other IC Business Manager applications in the
past.
The integration of Interaction Supervisor with IC Business Manager offers many advantages. Users
can, for example, create a custom workspace that displays Supervisor views alongside data from other
IC Business Manager applications. Interaction Supervisor inherits all features of the framework,
including its consistent user interface, advanced window docking, and common controls.
About Views
IC Business Manager presents information in views. Views reveal what's going on in a contact center
or business, by monitoring an assortment of entities, including Dialer campaigns and agents, queues,
processes, and the health of Outbound Dialing Servers.
Generally speaking, views display statistics, graphs, queues, and reports. When users add a view, it is
configured to display precisely the data the user wants to see. A comprehensive assortment of views
is available, organized by product and category to make the selection of views easier.
Supervisor views indicate the performance of workgroups and activity in their associated queues, by
displaying average wait times, talk times, calls currently in queue, and many other metrics. Since
Supervisor is event-driven, its information is always up-to-date.
Users can customize a view to include or exclude data items, and set alerts that notify of events
triggered by statistical changes.
Interaction Dialer Views
Once Interaction Dialer is installed, users can monitor the running state of Dialer through Supervisor
views in IC Business Manager.
Interaction Dialer Release Notes
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For example, the Dialer Overview in IC Business Manager displays important campaign statistics at the
top of the screen. The graph pane displays Dialer stage statistics for a time interval (period, shift,
cycle, or campaign), for selected agents. The pane in the lower right displays Dialer agent statistics,
such as the call stage each agent is currently in.
The views added when Interaction Dialer is installed are:
View Name
Description
Dialer Campaign Details view
Detailed statistics about a campaign.
Dialer Health view
The health and status of campaigns and Interaction Dialer
in general.
Dialer Overview
Statistics and an overview of the Dialer campaigns and
their agents
Additional views will be added by Dialer 4 service updates.
Alerts
Alerts enhance Interaction Supervisor's ability to report real-time information. An alert notifies when a
statistic enters a user-defined threshold, is within bounds, or is no longer within a range of
values. Alerts are immensely useful to contact center supervisors. Alerts can be set for any
Interaction Dialer statistic.
Interaction Dialer Release Notes
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Machine Generated API Documentation
Interaction Dialer gives application developers two powerful APIs:
●
ININ.Dialer.NRRLib.chm—API for creating applications that regulate interactions between Dialer
and a contact list.
●
ININ.IceLib.Dialer.chm—API for creating custom dialing clients and applications that configure
Interaction Dialer.
Documentation is provided in HTML Help format. The help is compiled using Microsoft Sandcastle, a
documentation generator from Microsoft that produces MSDN-style reference documentation from
reflection information found in .NET assemblies and comments in source code. Since Sandcastle does
not export PDF or web pages in the web format used on the Interactive Intelligence web site, these
files are available in HTML help format only.
Notes for Dialer 3.0 Customers
This section contains notes of interest to Dialer 3.0 customers who have moved to 4.0.
1. Dialer 3.x to 4.0 Migrations: an upgrade path from Dialer 3.x to Dialer 4 GA will be provided in a
future service update. Until then Dialer 4.0 must be applied as a new install. See the Interaction
Dialer Installation and Configuration Guide for detailed instructions.
IC 4 does not support data migration across DB platform types. Once a migration path is
available, a critical consideration is migration of historical data from a Dialer database to a CIC
database if different database vendors are used. The IC 4.0 environment does not permit
customers to migrate historic data from an Oracle database to a SQL Server database or vice
versa. This form of migration is currently not supported. There are currently no plans to create
any migration tool to cover this case.
However, customers can prototype Dialer 4 configurations on test hardware, and import their
version 4 dialer_config.xml file when installing Dialer 4 on production servers. See the Interaction
Dialer Installation Guide for details. Upgrade instructions will be posted on the Interactive
Intelligence Support Site: https://extranet.inin.com/support/products/dialerscripter40/Pages/default.aspx
2. Time zone map data sets from Zipcode World cannot be configured for use by Interaction Dialer,
due to changes made by the vendor to the file format. However, custom data sets, and
commercial data sets from Quentin Sager Consulting and Telecordia are supported.
3. Advice for Oracle users: to use Oracle as Dialer's database or as the data source for database
connections, Oracle client software must be installed on each client machine. Specifically, the
"Oracle Database Utilities" which come with the "Oracle Client Installer" must be installed as a
prerequisite to Dialer 4.0. You can download the client which includes the “Oracle Database
Utilities” from:
http://www.oracle.com/technetwork/database/enterprise-edition/downloads/112010-win32soft098987.html under “Oracle Database 11g Release 2 Client (11.2.0.1.0) for Microsoft Windows (32bit)”.
In addition, the database provider on client machines must use the same database provider that
the Central Campaign server uses to connect to the Dialer database. Otherwise, applications may
generate unhandled exceptions because the requested database provider does not exist on the
client.
4. Oracle Permissions: Dialer user accounts require specific privileges, set automatically in the IC
Database when Dialer is configured for use with Oracle. These permissions ensure that users can
create, update, or run SPROCs, tables, etc. The Oracle 10g XE privileges required for Dialer 4.0 GA
with the required IC 4.0 SU 1 are:
Interaction Dialer Release Notes
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EIC_WRITE Role: Grant SELECT, INSERT, UPDATE, DELETE on all ININ_DIALER_40 tables.
EIC_READ Role: Grant Select on all ININ_DIALER_4.0 tables.
Additional Oracle permissions for Dialer will be supported in a future IC 4.0 SU. For more
information, see Interactive Intelligence Support at http://my.inin.com/support/.
5. Dialer Agents using Interaction Scripter now log on to Dialer instead of to individual campaigns or
a workflow. The ability of the agent to select campaigns to participate in is governed by a security
setting called “Login Campaign”, which may be assigned to an agent, Role or Workgroup. If an
agent logs onto Dialer and the security setting prevents that agent from choosing campaigns,
Interaction Scripter adds a tab page that lists all campaigns the agent is active in.
Interaction Dialer Release Notes
46
Change Log
Date
January 19,2016
Description
Added information to Abstract and Introduction that indicates that
details about new Interaction Dialer features will now appear in the
CIC Release Notes, which is available in the CIC Documentation
Library at help.inin.com.
August 18, 2015
Updated and restructured documentation to reflect changes required
in the transition from version 4.0 SU# to Dialer 2015 R1, such as
updates to product version numbers, system requirements,
installation procedures, references to Interactive Intelligence Product
Information site URLs, and copyright and trademark information.
January 23, 2015
Added information concerning the Manual Calling Feature.
April 14, 2015
Updated title page with new release number.
July 27, 2015
Interaction Dialer Release Notes
Updated cover page to reflect new color scheme and logo. Updated
copyright and trademark information.
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