Generic Dialer Interface - Cubs Consulting, Inc. - Custom Solutions for Columbia Ultimate Systems

This dialer interface provides many advantages in the race to improve efficiency and control resulting in more first party contacts with your dialer and collection system. The interface works in three major categories including Collections to Dialer, Dialer to Collections, and interactive communications between the two systems.

Available features listed below are dependent on capabilities of the dialer.

Communication between the collection system and the dialer is accomplished using shared directories. This allows for very robust setups and is required for the interface to operate.

There are 3 types of Recall Statements in campaign definition:

	Multiple CF Files - Recall Statement common to all
	Single Recall Statement
	Stacked Recall Statement

DAYEND processes automatically build campaigns (as specified in setup) and scheduling can include next day, specific days of the week, all days, or a range of days. Campaigns can also be created on the fly.

Priorities can be used for each result code but are not required. The interface links to both the collector screen and the posting screen to check for activity. If there is activity on the account, then the dialer will skip the account to avoid potential harassment claims. Result code processing can be done manually, automated with the Phantom Job Processor, or performed as part of DAYEND. Multiple result codes can also be used for each account or phone number. This results in much quicker response time for things like sending an account to a skip desk and opportunities to update accounts during the day. Result Codes include:

	NEXT.WORK.DAYS - How many days to set the tickler ahead.
	PRIORITY - WIP priority.
	DISABLE.PHONE - Either"!" to disable the phone or "D" to delete the phone number.
	NOTE - Yes or no to add a memo line.
	CFACTIVITY - Add to CFDAILY file for inclusion in the CFActivity Report.
	MEMO.TEXT - Verbiage to add a note, overriding the result code description from TS.

This feature maps the dialer agent abbreviation to the collection initials desk so that notes will be appropriately attributed to the agent. The CFDAILY file is also updated for that agent.

Incoming call requests are placed in a IVR Requests folder where each file name is a sequenced number. The result is a campaign record or just empty for a failure written to the response folder.

There is a lookup across multiple logons based on the inquiry type which include:

	Phone Number
	Social Security Number
	Dnum

You can look up the history for each campaign through a campaign history inquiry. This screen shows the last date that the file was generated and the number of records in the file.