Power Dialer Overview

What the Power Dialer Is

The Power Dialer is Trackdrive's automated outbound dialing system. It manages a queue of leads and dials them automatically, connecting answered calls to available agents. The dialer eliminates manual dialing and maximizes agent talk time by handling the mechanics of placing calls, detecting voicemail, and managing the queue.

Core Components

• Dialer Processor: the central engine that runs the dialer pipeline for a company. There is one processor per company. It stores CPS tier configuration and throttling parameters.
• Agent Widget: the browser-based softphone interface agents use to receive calls, set dispositions, and control their availability.
• Lead Queue: the pool of leads waiting to be dialed, sourced from one or more schedules.
• CPS (Calls Per Second) Tiers: configurable throttling levels that control how aggressively the dialer places calls based on agent count.

How It Works

The dialer runs continuously. On each cycle it:

1. Identifies available agents (team members with the softphone enabled who are logged in and idle).
2. Pulls leads from active schedules that are ready to be processed, respecting business hours and state compliance.
3. Matches leads to agents based on priority, agent assignment, and availability.
4. Places outbound calls to the matched leads at the configured CPS rate.
5. When a call is answered, bridges it to the assigned agent.
6. When a call ends, records the outcome and returns the agent to the available pool.

Screening Calls Before an Agent Joins

An offer can screen the dialer's answered calls with a Before Connecting An Instant Agent flow. The flow plays its message to the lead who answered and waits for a key press before an agent joins the call. Only calls the dialer places are screened; manual dials and scheduled callbacks go straight to their agent.

• Key press timeout: the flow's key press timeout sets how many seconds a lead has to press a key.
• IVR No Key Pressed: the call status of a lead who pressed no key before the timeout ran out.
• IVR Hung Up: the call status of a lead who hung up while hearing the message.

While a lead hears the message, the dialer counts the call as one already waiting for that flow's agents and holds back the flow's next dials. The waiting agent's status shows as Lead Phone Ringing.