Outbound Services Module Overview

The Outbound Services Module enables the UCS System to generate automated outbound calls or announcements, extending its capabilities beyond an inbound call centre.

Types of Outbound Services

1. System-Created Outbound Services (no license required)
2. User-Created Outbound Services (license required)

System-Created Outbound Services

These are automatically generated when another module in the call flow requires an outbound service. They are labelled “True” in the System column.

System-Created Outbound Services Are Used For:

• Message Box:
  • Created when a Message Box with rerouting is configured.
  • Notifies the Mailbox Owner of received messages.
• Regular Menu:
  • Created when a caller requests an SMS back or Text back (e.g. WhatsApp).
• Option Menu:
  • Created when a caller requests a callback, either by:
    • Providing a phone number.
    • Using stored UCS caller identification.
• Also used for SMS back or Text back (WhatsApp).

Callback Handling in Other Routers

• Callbacks can be routed to another Router by selecting the Outbound Service and assigning it accordingly.

Failed Call Handling

• If a callback attempt fails (busy, no answer, etc.), an SMS notification is sent after the set number of attempts.
  • Failure Text Prompt – Defines the SMS content.
  • Failure Text Channel – Specifies the SMS delivery channel.

Editing System-Created Outbound Services

Depending on the service type, some parameters may vary.

General Parameters

Additional Features for Agent-Based Services

• Send Text Message on Failure:
  • Send an SMS to a mobile number if the outbound call fails after the retry count is reached.
• Failure Text Prompt:
  • Defines the SMS content.
• Failure Text Channel:
  • Specifies the Text Channel for SMS delivery.

Usage in Specific Modules

Hot Item Option Menu

• A callback request creates an Outbound Service automatically.
• If the Hot Item is deactivated, an Outbound Callback Notification Service is triggered.
• The caller receives an announcement prompt informing them of the status update.

Interview Menu

• A Router can be configured to play the Interview Menu via a callback.
• The system checks the Caller Identification (CLI).
• If the caller is identified, their phone number is registered in the UCS system.
• An Outbound Service is created to start the callback.

You can modify System-Created Outbound Services, assign a Clock, update announcements, or select a different Router.

Interview Menus can be played via an Outbound Voice Channel or Text Channel (e.g., SMS).

User-Created Outbound Services Overview

User-created Outbound Services enable an organisation to reach a predefined list of customers for specific purposes, such as sales, surveys, marketing campaigns, or customer notifications.

Inbound vs. Outbound Call Centres

• Inbound Call Centres – Handle incoming customer calls (e.g. helpdesk, support, info centres).
• Outbound Call Centres – Focus on outgoing calls (e.g. sales, acquisitions, research, telemarketing).

Types of Outbound Call Operations

Outbound call centres can operate in two modes:

1. Manual Outbound Calling

• Agents manually dial customer numbers.
• After completing each call, agents mark contacts as called and move to the next one.
• Outbound calls are made directly from the agent’s extension.
• This method is supported within the UCS System.

2. Automated Outbound Calling

• The Outbound Service Module automatically dials or sends messages (e.g. SMS, WhatsApp) to contacts stored in a database.
• Contact details (name, phone number, etc.) are pre-entered in the system.
• Once the Outbound Service is started, it automatically dials customers.
• Calls are routed to agents from a selected Router.
• Agents do not dial manually—the UCS dialer system handles this process.

Agents only receive connected calls from the system.

Dialling Modes in Automated Outbound Services

Two types of dialling methods are available:

1. Power Dialling

• The system dials the client first.
• If answered, a Greeting Prompt is played.
• The UCS System attempts to connect an agent from the selected Router.
• The client’s details appear in the Agent’s Client window.
• The agent can answer and engage in the call.

✔ Power dialling can ask customers to confirm whether they wish to speak with an agent.

2. Preview Dialling

• The Agent is contacted first.
• A prompt informs the agent that an outbound call is being placed.
• The client’s details appear in the Agent’s Client window.
• The agent accepts the call, and then the client’s phone starts ringing.
• If answered, the Agent is connected for conversation.

Additional Features: Notification Services

Outbound Services can also be configured for mass voice messaging (Notification Service).

Example Use Cases:

• Notifying customers of a new brochure release.
• Informing customers of an order delivery.
• Broadcasting any other important updates to a list of contacts.

Creating a New User Outbound Service

The User Outbound Service Module enables the UCS System to initiate outbound calls or notifications for a predefined group of customers.

1. Access Outbound Services

• In the Explorer Pane, navigate to Phone & Text > Outbound Services.
• Both System-Created and User-Created Outbound Services are displayed.
• User-created Outbound Services are labelled False in the System column.

2. Add and Configure a New User Outbound Service

• Click Add to create a new User Outbound Service.
• Configure the following parameters:

General Settings

• Name – Assign a logical name (avoid special characters).
• Service Type – Define how customers should be contacted.

Routing & Agent Assignment

• Agent From – Select a Router from the menu when the Outbound Service requires Agent handling.

Notification Services

• Notification With – Defines the notification prompt played to customers (e.g., "A new brochure is available at the website.").
  • Agents are not involved in Notification services.

Manual Outbound Service

• If selected, this service does not assign jobs.
• Agents manually initiate outbound calls via the Client.
• Calls are tracked in the Supervisor call-tracking system.
• Preview Dialling is used.

3. Dialling Modes

Preview Dialling – The Agent is called first:

• The agent answers the call.
• The customer is then dialled.
• A prompt informs the agent that the call is an automatic outbound call.

Power Dialling – The Customer is called first:

• The customer answers.
• The system then dials an available agent.

4. Outbound Channel & Clock Settings

• Outbound Channel – Select the call channel for outbound interactions.
• Email Account – Select the email account (for email-back in option menus and email interviews).
• Open/Closed Clock – Defines the allowed operational hours for the Outbound Service.

The Clock is interpreted as open/closed, affecting outbound service availability. ✔ No next module is needed within the Clock settings.

5. Call Handling & Retries

• Ring Timeout (seconds) – Defines how long the system waits for an answer before disconnecting.
• Retry Count – The number of times the system attempts to contact a customer (0-99).
• Retry Interval (minutes) – Time between retry attempts (doubles at each attempt).
• Retry Interval No Answer (minutes) – Defines how long the system waits before redialling an unanswered contact (doubles at each attempt).

6. Confirmation & Announcements

✔ Ask Confirmation (available in Power Dialling & Notification services):

• The customer is called first.
• The customer can:
  • Accept the call (press any digit).
  • Reject the call (press *).
• If accepted, the system dials an agent.
• If rejected, the connection is cleared.

✔ Record a Confirmation Prompt:

• Example:
  "To accept this call, press any digit. To reject, press *."
• Before this confirmation prompt, the announcement prompt is played.

✔ Announcement Prompt:

• Played to:
  • The customer (in Power Dial mode).
  • The agent (in Preview mode).
• Ensures customers understand the call is an automated outbound call.

✔ Notification Module (Optional):

• Defines the next module after playing the Notification Prompt.

7. Loading Contact Information

After setting up an Outbound Service, you must add contact information.
✔ All contacts entered are used for outbound calls.
✔ New contacts can be entered via the Supervisor application.

Starting, Stopping, and Pausing an Outbound Service

Once an Outbound Service is configured and contact information is entered or imported, it is ready to begin. The service will only start dialling contacts once it is manually activated.

How to Start an Outbound Service

1. Open the Explorer Pane and navigate to Modules > Outbound Services.
2. Locate the required Outbound Service in the list.
3. Click Edit.

4. Click Start to activate the service.
5. Click Save Changes.

✔ Once started, the Outbound Service will begin dialling contacts as per its configuration.

Stopping an Outbound Service

• If needed, the Outbound Service can be stopped manually.
• Select Stopped from the dropdown menu to halt all outbound dialling.

✔ Once stopped, the system will no longer attempt to contact customers.

Resuming a Stopped Outbound Service

• If you change a Stopped service to Started, the system provides two options:
  • Resume (OK) – Continues outbound dialling as per the existing call list.
  • Resume (Cancel) – Prevents continuation.

Monitoring Outbound Call Progress

• After the Outbound Service is started, call progress can be tracked using the Supervisor application.