Predictive Call Script Action

Last Updated : Nov 09, 2020 |
Use the Predictive Call Script action to create call flows for predictive calls made by Avaya Outbound Contact Express. Using the Predictive Call Script action, you can configure:
  • A timeout period for the call progress analysis (CPA) by Proactive Contact Dialer. By default, the timeout period is 30 seconds.
  • Unique keys for the customers to press during the call flow to get included in the Do Not Call (DNC) list. By default, no keys are set.
  • Unique keys for the customers to press during the call flow to opt out of a virtual agent call. By default, no keys are set.
  • The prompts and messages to be played to a customer (and the pauses to be taken in between) at various stages of the call flow.
Calls on which customers opt to get included in the DNC list get disconnected automatically. You can configure a prompt to be played to the customers before such calls get disconnected.
For calls on which the customer opts out of a virtual agent call, you must configure the next action in the call flow. For example, you can configure a Transfer action to transfer the customer to a specific agent or a hunt group.
Prolog information
Metadata
Keywords:
Resource Id: Predictive_Call_Script:349
  1. Click the Telephony Actions icon.
  2. Click on the callflow where you want the action placed.
  3. Connect the new action to the required result of a preceding action.
  4. Select Predictive Call Script.
  5. Double-click on the action to display its settings tabs.
  6. The General, Entry Prompts, Reporting and Results tabs are standard tabs available to all actions. See The Start Action and Action Settings Tabs.
  7. On the SpecificGeneral tab:
    ADDITIONAL INFORMATION:
    Setting
    Description
    Call Analysis Timeout (secs)
    Set the timeout period for the call progress analysis. After the set time period is over, the call gets connected to an agent. The CPA timeout must be long enough to properly allow the detection of all possible progress tones and prevent connecting non-live calls to agents. If the primary goal is to connect the call to an agent in all circumstances, the timeout can be reduced to a small number.
    Keys(s) to press for Do Not Call
    Set the keys for a customer to press to get added to the DNC list.
    Prompt to play
    Set the prompt to be played to a customer who opts for DNC.
    For virtual jobs; key(s) to press for callflow
    Set the keys for a customer to press to opt out of a virtual call and be transferred to an agent.
  8. On the SpecificOutbound Queue tab:
    ADDITIONAL INFORMATION:
    Setting
    Description
    When call is answered, prompts will be played within
    Set the wait time within which prompts are played to a customer after the customer answers the call.
    Messages to play
    Set the list of actions that are to be taken while a customer is waiting for an agent in the queue. Click to add an action to the list.
    • Pause: Add a pause and the time period for the pause.
    • Message: Add a pre-recorded message (identified by its message number) to be played.
    • Prompt: Add a pre-recorded Voicemail Pro prompt to be played.
    • Loop: Add a loop to sequentially repeat the actions in the list again.
    • Interrupt playback on agent connect: Immediately end the playback when an agent answers the call. Not available for Loop.
    Messages played once a machine has been detected
    Set the list of prompts that are to be played if the call is answered by an answering machine. Click to add a prompt to the list. These messages are played only if no agents are available. If an agent is available, the call is connected to the agent.
  9. Click OK.
  10. Connect the action's results to following actions as required.
Result
This action has the following result which can be connected to a further action:
  • Next: Route the call to a following action in the call flow. This connection can be followed even after the caller has hung up if the Start action option Complete Sequence has been selected.
Related links
Telephony Actions