Dialing Tuning

The Ring Timeout setting is limited by the MaxRNATime registry setting (see Registry Settings) which is set to 22 secs by default. Setting this value to a higher value than the MaxRNATime setting will not be effective, even though the setting appears to be accepted in the UI. For further explanation of the concepts involved here and insight into what these factors actually mean to dialing performance, please see Algorithm Adjustment.

When the customer end of the call is hung up, the agent enters a period of wrap time. See The Outbound Calling Cycle.

In order to impose a limit on how long agents are allowed to spend in wrap, these settings allow a call to be disposed automatically from CallGem when the Max wrap time threshold is reached.

The following settings are available:

• Max wrap time - number of seconds allowed for wrapping (0 - 3600). 0 means there is no maximum wrap time.

  Max wrap time is set for a call on entry to the queue. Changes to queue configuration will not apply retrospectively to calls already in queue.

• Wrap outcome - if max wrap time is set, and reached, the agent outcome configued here will be entered in the database
• Wrap data - if max wrap time is set, and reached, text entered here (or no text, i.e. <empty string>, if this field is left blank) will be included in the Data (DT) parameter of the Transaction Complete [TC] message. This can be used to mark a (pre-existing) column in the database to indicate that this threshold was reached.

  Any data collected during the call by the agent (using Scripter, for example) will be discarded, and only data entered here will be included.

  The format for a Max Wrap Data entry is as follows:

  <MagicXMLDocument xmlns="http://www.sytelco.com/SCC/CM"><r><c i="0" n="AutoWrap" m="true" d="True" /></r></MagicXMLDocument>

  See XML Framing

For an inbound campaign, this will only update the campaign database if the call has been bound to a record in the database, for example via the Scripter CLI Record Lookup step.