I have to put my 2 cents in here, and since I feel that everyone who uses a predictive dialer should consider this, I won't mark it OT.
Several weeks ago I began receiving calls every evening, from about 5PM to bedtime, marked on caller ID as "unknown name unknown number". They were obviously from a dialer of some sort, as I could hear the classic sounds in the background (having worked with PDs before, I know the sounds, and how many connected calls they hang up on per completed call). It became very irritating and frustrating, since I had no way to identify the caller - callback and call trace didn't even work. About a week ago, it finally got through, and I had a human to talk to. It was my security alarm company, wanting to sent a rep out to inspect and test my system, replace decals and yard signs, and to determine if there was any way they could serve me better. I set up the appointment and then asked the young lady if the company used PDs. She said yes, and that as soon as she finished with one call, there was another waiting on her screen. I was livid, because I was pretty sure that I'd finally identified the culprit. When the rep showed up, I let her do her thing, then asked about how the calls were set up. She didn't know, but promised to find out and pass along my extreme displeasure. I told her that if it ever happened again, I'd even seriously consider that toy company alarm service! Lo and behold, I haven't had a single call of this type since I talked to the original person. Moral of the story: In a sincere attempt to please and satisfy your customers, don't completely piss then off with a PD. Take it for what it's worth, Charlie Noah <Telathena here in North America. <digression/> I once went to tune a Telathena/Unidata/AIX site. Telathena has (or had) a predictive feature, which is tunable. What it does (or did) was predict how many operators would be available based upon where they were in the screen scripts they were reading. So, if there were 5 screens, then when you got into screen 4, it knew that you would need another call in 20 seconds or so, and it would attempt to dial enough numbers to have one ready for you. Unfortunately, the policy at this joint was a) you could not just drop a call to go on break, b) break time was static, 15 minutes at 10 am, 30 mins at 12:00, 15 mins at 2 pm. If you couldn't go on break until 10:10, you got a 5 minute break. Naturally, operators figured out that if they "hung out" in screen #4, they wouldn't get that next call. So, at 10 minutes to ten, operators would start hanging out in screen #4, waiting for break time. This caused the predictive dialing feature to start dialing more and more numbers, because it would need to have calls ready for all of these people in 20 secs. Each phone call was an entry in shared memory, which filled up as thousands of calls got made & then got dropped, because the predicted operators weren't there in screen #5 to take the call. So, they started having crashes at 9:55, 11:55, and 1:55. Moral: incentives are effective, especially dumb ones.</digression> Dan Fitzgerald >From: Orange [EMAIL PROTECTED] > >Has anyone in the UK used a phone system with Dialers that will dial a >number and route the call on answer to a user and display the >information relating to the call on the uses screen. > >We are a call centre running universe 10 on Windows 2000 server we are >expanding and want a new phone system, any help would be appreciated.> ------- u2-users mailing list [EMAIL PROTECTED] To unsubscribe please visit http://listserver.u2ug.org/
