Campaign Dialer enables a Cisco CME or CUCM system to be used to automatically place outgoing calls toward numbers configured in an user-provided list.

 Campaign Dialer
for
Cisco Unified Communications

System definition

This application is useful for toward small and medium sized outbound call-centres that want to simplify and organize the task of placing calls. The main objective is to provide a simple and robust operation with a practical return in terms of organizational efficiency.

Architecture

An HTTP server component, written PHP, running on a server like Apache or IIS. This server module, via a Web administration interface, controls loading of the number lists, provides the numbers to call to the router component, generates logs.

A router component, written in TCL/IVR, that runs on the router / voice gateway, that places the calls, and presents them to the operator’s phones.

 

Operation

The administrator logs in to the HTTP server using any browser. A number of operations are possible, like: loading a new list, pause / resume calls, define the starting entry in the list, show the system logs.

 

After the list is loaded, one or more operators can begin operation. To do that, they simply call a special number configured in the system. Phone display shows a string according the service.

The TCL Module gets the next number in list from the server, and calls it via ISDN or SIP. If the call is answered, the system immediately connects the voice to the operator, that can carry a conversation. It also gives the name of the called contact on the phone display. If the call is not answered or busy, the TCL module obtain the next number from Server and continues.

During the call, the operator can enter codes via keypad to record the outcome of the call (e.g., 1: not interested, 2: call again, 3: interested). These codes are sent to the Server module that will include them in the call log.

The call is normally terminated when the called person hang-up, however the operator can also terminate the call pressing the # key.

To terminate the process of calling, the operator simply hangs up his/her call to the system. The operator can start it again at any time by dialing the same number defined by the administrator.

File format for numbers

The format for the bulk list is Comma Separated Values with spaces, as in the following example:

200, 555489, Marcus Phipps

201, 556224, Joanna Chuponis

Note, that is the same format used by CME for “bulk speed dial lists”.