Each dialer entry represents an enterprise contact center
application Outbound Option Dialer functional component
configured on the server. The dialer component maximizes the
resources in a contact center by dialing several customers
per agent. The dialer component resides on the peripheral
gateway (PG) server, where it does the following:
- Dials customers
- Reserves agents
- Performs call classification
- Calculates agent availability
- Keeps outbound dialing at a level where the abandon rate
is below the maximum allowed abandon rate
The objects in the dialer entry provide information about
dependent components, performance metrics and port usage.