Dialer Preview Rules

Updated 

14 hours ago

Dialer Preview Rules provide a flexible way to manage outbound call operations. These rules determine which numbers can be dialed based on specific conditions related to:

  • Dialer profiles used to dial numbers.

  • Dialing status based on predefined conditions.

  • Agent properties that determine the ability to dial a number.

These rules help ensure compliance, improve call efficiency, and optimize outbound call strategies.

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Note: Dialer Preview Rules can be used in the following manner

  • Agents can select dialler from dropdown and validation rules will be applied before dialing.

  • Agents are not allowed to select dialler from dropdown and dialler would be selected according to the rules.

  • Ignores all validation rules and allows dialing any number from the selected dialer.

Access to these functionalities are controlled by DPs - RULE_VALIDATION_OUTBOUND_CALLING, VOICE_DIAL_AUTOFILL_RULES_ENABLED and SKIP_UI_OUTBOUND_CALL_VALIDATION dynamic properties. To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.

Creating Dialer Preview Rules

Perform the following steps to create the dialer preview rules.

  1. Click the New Tab icon. Under the Sprinklr Service tab, click Rule Engine under Collaborate.

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    The Outbound (Workspace) screen is displayed.

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  2. Click the Outbound (Workspace) dropdown and select Dial Preview Rules.

  3. Click + Create New Rule to create one.

    The New Rule screen is displayed.

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  4. Enter the Name and Description for the rule.

  5. Click Next.

    The Dial Preview Rules screen is displayed.

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  6. Click + and select Add Conditions from the drop down menu.

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    1. Enter the Name.

    2. Select the Conditions Applies To the profile associated with number from the drop down lists.

    3. Select the Conditions Applies To Conditions associated with phone number and dialerProfiles from the drop down lists.

    4. Select the Conditions Applies To the lead associated with number from the drop down lists.

    5. Select the Conditions Applies To the lead associated with number with the option to specify the number of leads from the drop down lists.

    6. Select the Conditions Applies To the agent dialing the number from the drop down list.

    7. Click Save.

  7. Click + and select Add Actions from the drop down menu.

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    1. Enter the Name.

    2. Select the Actions To Dial Specific Actions from the drop down lists.

    3. Click Save.

Refer to the following table for the parameter description of the Dialer Preview Rules screen.

Parameter

Description

Add Conditions

There are two main types of conditions:

  1. Conditions Based on Phone Numbers and Dialer Profiles

    1. Dialer Profile: Checks the dialer used to make the call.

    2. Country Code: Validates if the number belongs to a specific region.

    3. Suppression List: Checks if the number is in a do-not-call list.

  2. Conditions Based on Lead Attributes

    1. Multiple Leads Consideration: Checks attributes for the last N leads (maximum 100).

    2. Last Updated Lead: Applies conditions based on the last updated lead.

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For the Profile Associated Number

Select a phone number or phone number format using regex on which the condition must be applied.

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Conditions Associated with Phone Numbers and Dialer Profiles

This condition can be used to check the following and perform actions based on the check:

  • Dialer profile used to make the call.

  • The country code region associated with the phone number.

  • Whether the number is on the suppression list for the given dialer.

For the Lead Associated with the Number

This condition can be used to check the lead attributes associated with the number.

  • This condition only checks the most recently updated lead for a particular number.

For Leads Associated with the Number, with the Option to Specify the Number of Leads

Since there can be more than one lead associated with a number, this rule allows you to check the last n leads associated with a particular number, where n can be a maximum of 100.

  • This can be done by using “Number of most recent leads to be considered” and specifying the number.

For the Lead Associated with the Number, with the Option to Specify the Number of Leads

Set the conditions based on the value of user custom fields.

Add Actions

There is only one type of action that needs to be configured:

Actions to Dial Specific Actions- Under this option, there are multiple actions that you can select from the Actions drop down menu.

Allowed to Call

The number will be dialed directly.

Allowed with DNC Warning

Provides a warning before dialing. Agents must have the Override DNC for Manual Calls permission under the Call Controls section to proceed.

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Not Allowed to Call

The number cannot be dialed.

Truncate Starting Zeros

Removes leading zeros from the phone number.

Add Country Code

Associates a country code with the phone number.

Dialer Profile

Sets the dialer profile used for outbound calls. This is applicable when DP: VOICE_DIAL_AUTOFILL_RULES_ENABLED is enabled, and users cannot select a dialer manually.

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