DS Dialer

This section demonstrates how to configure the extra steps required for the DS Dialer to work correctly with Omni, allowing users to receive calls in an integrated way.

⚠️ Important: All other standard Omni configurations must be performed normally.

🧭 In Omni, the media used must be configured as Dialer, and all reports and configurations related to this flow must be associated with this media.

Organization Configuration

Access the Companies menu and, within the desired organization, fill in the following mandatory parameters to enable integration with the DS Dialer:

• Dialer key
• Dialer server
• WebRTC server

⚠️ Important: This data must be obtained from the team responsible for the dialer, who will provide the correct credentials and configurations for integration.

🔐 Certificate: The DS Dialer API requires a certificate in the X.509 Base64 format (.CRT, .CER, or .PEM extensions).

User Configuration

In the registration of each user who will use the Dialer, it is necessary to fill in the following parameters so that the system can automatically connect to the dialer:

• Enable Use dialer
• Dialer username
• Dialer password

⚠️ The information provided must be exactly the same as registered in the dialer system.

Service Configuration with AGV

If there is a transfer AGV, it will be necessary to register a Service in Omni that contains the AGV extension as an identifier for receiving transfers.

Pause Registration

The pauses used by the dialer must be registered in Omni with the following considerations:

• The naming must be exactly the same as that used in the dialer.
• The Status ID field must be filled in correctly according to the registration in the dialer.

Configuration Finalization

After all the configurations described above:

✅ The Dialer will be ready to operate with Omni.
🔄 The user just needs to log out and log back in to the system so that the integration works together with the dialer, which will be responsible for generating the mailing.

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Operation Modes: Predictive and Preview Dialing

Omni provides distinct active dialing modes so that operations can perfectly adapt to the profile of each campaign or client. Through the Predictive and Preview models, managers have the power to balance high productivity in volume with the quality of personalized contact.

The choice between these modes defines how the system manages the delivery of contacts to agents, optimizing team occupancy time and ensuring that each approach occurs at the most efficient moment and in the most effective way for the business.

It is important to emphasize that the definition of the dialing mode (Predictive or Preview) is a configuration performed exclusively by the Telecom team directly in the Dialer. Omni acts as the receiver of these calls, with no parameterization for switching between these models within Omni’s administrative interface.

Interface and Visualization in Attendance

Regardless of the mode used (Predictive or Preview), the Attendance interface and the arrangement of information on Omni’s screen remain the same. This ensures a standardized experience for the operator and facilitates data management.

• Customizable Fields: All information and personalized fields that appear during Attendance are configured by the Telecom team through the Dialer.
• Visual Difference: The only distinction in the interface between the models is the presence of action buttons and a timer, which are exclusive to the Preview mode. In the Predictive model, the agent receives the call already in progress without the need for accept/reject buttons to initiate dialing.

Predictive Dialer

In the Predictive model, the absolute priority is to maximize the agent’s talk time, ensuring they spend as much time as possible in direct contact with customers. The system works proactively, making multiple automatic calls based on mailing lists and delivering to the operator only the interactions where a real person is on the other end of the line.

🔄 How It Works in Practice:

• Automatic and Intelligent Distribution: The call appears instantly on Omni’s screen. Unlike other models, the agent does not wait for the phone to ring; when the call appears, it is already in progress or fully connected, ready for dialogue.
• Agent’s Role: The process is 100% transparent and free of manual dialing intervention. The operator’s role is purely focused on human interaction, starting the conversation as soon as the system establishes the connection and delivers the contact.
• Operational Advantage: Drastically reduces idle time, eliminating waiting for busy tones, voicemails, or invalid numbers.

Preview Dialer

Unlike the Predictive model, the Preview model focuses on quality and personalized contact. It is ideal for complex sales operations, specific collections, or any service that requires the agent to know the customer’s history before starting the conversation. This mode offers strategic “breathing time,” allowing the operator to properly prepare for the approach.

📋 Mailing Import Requirement

For dialing to work correctly and the system to identify destinations, the mailing must be sent with contact data following the naming and format below:

• Mandatory Format: NU_DDD_1=XX|NU_PHONE_1=XXXXXXXXX|
• Example: NU_DDD_1=11|NU_PHONE_1=999999999|

❗ Important Note: The functionality of the call button and the trigger of the automatic call (after the timer ends) depend exclusively on the presence of these fields exactly as described. If the mailing is imported with different naming, the system will not be able to process dialing, invalidating the Preview model operation.

⏱️ The Preview Call Cycle:

1. Delivery and Case Study: The call appears on Omni’s screen with all available contact information, but the call is not initiated immediately. The agent can read notes, check history, and understand the profile before calling.
2. Analysis Time (Safety Timer): The system provides configurable preparation time (set in Company Menu, default 60 seconds). This timer is visually displayed, ensuring fair analysis time without compromising workflow.
3. Conscious Decision Making: During analysis time, the operator decides:
   • Green Button (Call): Starts dialing manually when ready.
   • Reject Button: If contact is not viable, the agent can refuse. In this case, tabulation and completion tags must be filled.
4. Automatic Trigger: To avoid stagnation, if the timer reaches zero without manual action, Omni automatically initiates the call.

💡 Strategic Advantage:

The great strength of Preview is preparation. The agent enters the call already knowing the customer’s name, last interactions, and possible objections, greatly increasing the chances of success.

⚙️ Timer Configuration (Preview)

Although dialing strategy is defined by Telecom, the analysis time in the Preview model is configured directly in Omni’s admin interface. This allows balancing case study time with productivity needs.

Steps to adjust analysis time:

1. Go to Settings > Companies.
2. Locate Advanced Settings.
3. In Timer for preview call response (in seconds), enter the desired value.
   • Default is 60 seconds, adjustable up to 24h (86400 seconds).
4. Click Save or Update.

Redialing

The Redialing feature allows operators to quickly and strategically retry active calls without reimporting the mailing or manually searching the contact in the database.

Whenever a call ends, disconnects, or is unanswered (without effective customer contact), the dialer status enters Pending Tabulation. At this point, the platform enables redialing tools.

Ways to Execute Redialing

Interface behavior and redialing options vary depending on the active dialer mode in your campaign, adapting to your operation’s strategy.

🤖 Predictive Mode

In Predictive mode, the focus is maximum productivity and time optimization. Call rhythm is automated, keeping the operator’s flow agile. Redialing follows a simplified pattern:

• 🟡 Standard Redial (Yellow Button): The operator clicks the yellow button with the phone + circular arrow icon (bottom bar). The system immediately dials the Phone 1 (Primary) registered.

⚠️ Important Note for Predictive Dialing: When the operator is using the Predictive mode and there is an active call on screen with pending tabulation, only the yellow redial button will be available to make calls.

In this situation, the numeric keypad and manual phone number entry are completely blocked in the interface. The operator will not be able to enter a new number manually, since the yellow button is reserved exclusively for redialing the number linked to the active call that remains on the screen.

👁️ Preview Mode

In Preview mode, the strategy prioritizes flexibility and agent autonomy. Redialing can be executed in three ways:

• 🟡 1. Yellow Button: Direct immediate call to Phone 1 (Primary).
• 📱 2. Direct Click on Data Sheet: The operator clicks any phone number listed in Customer Data (Phone 1, Phone 2, etc.). Omni instantly dials the clicked number.
• 🟢 3. Manual Entry: If needed, the agent can type an alternative number in the dialer text field and click the green call button.

⚠️ Important Note for Preview Dialing: When the operator is using the Preview mode and there is an active call on screen without the first call having been made via mailing, the numeric keypad and manual phone number entry are completely blocked in the interface.

Manual dialing will only be available if it is after the first dialing of the preview call or when there is no active call on screen.

📋 Mandatory Criteria for Manual Dialing: For the call to be successfully completed, the number entered must be strictly numeric and follow the valid formats below:

• DDD: Must contain a valid Brazilian DDD with 2 digits (without the leading zero).
• Mobile Phone: Must contain the digit 9 in front, followed by 8 more digits (Format: DDD + 9XXXXXXXX).
  • Example: 48999999999
• Landline Phone: Must mandatorily start with digits 2, 3, 4, or 5, followed by 7 more digits (Format: DDD + [2-5]XXXXXXX).
  • Example: 4833334444

🚫 Critical Restriction: The system does not accept formatting characters (parentheses, hyphens, spaces) nor the international country code (+55). Enter only clean numbers.

Interaction Tracking Visualization

For auditing, supervision, and quality control, all attempts are recorded in the customer’s journey.

In the Interaction Tracking module, Omni automatically inserts an internal comment in the call history, documenting that the operator used redialing for that specific number. This ensures full traceability for managers.

Automatic Attendance Tabulation

Automatic Tabulation is a feature that optimizes the agent's workflow, automatically releasing the dialer after the end of the call, without the need for immediate manual action.

💡 This behavior ensures greater speed and efficiency in operations, preventing the agent from being blocked between calls due to forgetfulness or delays in manual tabulation.

How it works

• The activation of automatic tabulation and the configuration of the waiting time must be requested from Support.
• The time can be parameterized according to the needs of the operation, ensuring flexibility.
• If no specific value is requested, the system will use the default of 30 seconds after the end of the call to perform tabulation automatically.
• After this process, the agent will already be available to receive new calls, without interruptions.

⚙️ During the configured period (by default, 30 seconds), the agent can still manually insert notes or adjust the tabulation if necessary.
If no action is taken within this time, the system completes the tabulation automatically, ensuring the continuity of the flow.

Benefits

✨ Increased productivity: the agent does not need to perform a manual step after each call.
🧩 Continuous flow: avoids queues and bottlenecks, keeping the dialer active and quickly releasing new calls.
🔒 Reliability: reduces the risk of attendances being stuck due to lack of tabulation.

Manager Tabulation

The Manager Finalization feature provides full autonomy in the monitoring screen, allowing managers to intervene and close attendances on behalf of the agent when necessary.

💡 This resource is essential to keep the operation flowing in situations where the agent is unable to complete the attendance, ensuring that the process does not stop.

How it works

• The manager must access the Monitoring menu and go to the Attendances tab.
• It is necessary to locate the agent in the card view or activate the Show Details option for a general view.
• In the list of attendances, simply click the Actions 🛠️ button and select the Finalize Attendance 🏁 option.
• A window will open to select the corresponding Tabulation (Tag) for the outcome, ensuring correct classification.

⚙️ By confirming the action, the system immediately releases the agent's capacity (slot), allowing them to receive new queue demands as soon as they are available, without blocking the operation.

Benefits

🔄 Operational Continuity: prevents attendances from getting "stuck" in the system, ensuring a formal closure.
🧩 Efficient Slot Management: manually unlocks the agent's queue, optimizing the distribution of new attendances.
📊 Data Integrity: ensures that, even in adverse situations, the reason for contact is correctly tabulated in the reports.

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Blended Dialer

The platform provides the Blended operating mode, a feature that allows unifying Active (Outbound) and Receptive (Inbound) attendance queues for the same operator.

Configuration and Activation

All configurations required to enable the Blended mode must be performed by our DS team.

⚠️ Important: If you need to activate this operation, request implementation and feasibility analysis through the technical support channels.

External Transfer via Dialer

Omni allows an active call to be transferred to an external number (mobile or landline) using the Dialer infrastructure. This feature is ideal for cases where problem resolution depends on a third party or a specialist who is not logged into the platform. 🚀

How to Perform the Transfer

The process is simple and integrated directly into the call interface:

1. During an active call, locate and select the Transfer button in the Dialer menu. 🔁

2. A new pop-up window will appear for entering the destination.
3. Enter the desired Area Code (DDD) + Phone Number (without spaces or special characters).
4. Click the Transfer button to complete the operation.

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