Overview
Talkdesk Advanced Dialer™ integrates Noetica's dialing technology with Talkdesk to power high-volume outbound operations. It allows admins to define who is called, when, and via which campaign mode, including Predictive, Preview, Power, or Unattended.
This guide covers the essential steps to configure and launch outbound campaigns using Talkdesk Advanced Dialer.
Prerequisites
- You must have Admin privileges to manage campaigns.
- You must have the necessary customer data file in a CSV format.
- Have previously configured Talkdesk Studio flows for agentless campaigns (if applicable).
Enablement and User Management
Before configuring campaigns, you must grant the appropriate access to your team. Note that roles in Talkdesk and Noetica are managed independently, i.e., a role in Talkdesk does not determine the role in Noetica.
Providing Access in Talkdesk
- Navigate to AppConnect and locate the Dialer Integrations Preview Dialer app.
- In Settings > Users, add the desired agents or use Auto Install for specific roles.
- Repeat this process for the Dialer Integrations Cards Tab app.
Creating Users in Noetica
- Access the User Management application under the "Administration" section of the Advanced Dialer secondary app.
- Click Create in the Users section.
- User Details: Use the user's email address as their username to enable Single Sign-On (SSO). Leave the password field blank.
- Skills: Define specialized areas and weightings to enable intelligent call routing.
- Access: Assign features, applications, and specific workspaces to determine what the user can access.
Workspace Setup
The workspace acts as a directory to group specific configurations, agents, and contact lists for a business unit.
Create an Entity (Data Structure)
Entities organize customer data and automate workflows by defining exactly which fields are available.
- In Campaign Manager, navigate to the Entities tab and click + Create New Entity.
- Enter a unique Prefix (e.g., "CUS") to act as an identifier.
- Add data fields. Use the Telephone property type for phone numbers and Email for email addresses.
- Tip: Create a field named external_id to ensure unique IDs appear in reports.
Create the Workspace
- Go to the Workspaces tab in Campaign Manager and click +Add.
- Enter a 3-character prefix (e.g., "SAL") and a descriptive name.
- Associate the Entity prefix created previously.
Import Customer Data
- In the Import tab of your workspace, click +Create New Import Job.
- Upload your CSV file and ensure fields match your Entity.
- Deduplication: Define "duplication keys" to prevent redundant records during the queuing process.
Campaign Configuration and Logic
Creating the Campaign
- In your workspace, click Create Campaign.
- Select the Dialing Mode:
- Predictive: Automatically dials and connects agents upon answer.
- Preview: Allows agents to review contact details before dialing.
- Unattended: Agentless, delivering contacts directly to Studio Flows.
- Assign teams and set the application type to Scripted App.
Creating Filters (Segmentation)
Filters allow you to segment data and manage queued work at scale.
- In the Filters tab, click +New and add conditions.
- Visual Logic: On the canvas, overlapping condition circles create an AND statement; separate circles create an OR statement.
- Complex Filters: Use the Organiser tab to combine multiple existing filters with "In" (include) or "Out" (exclude) logic.
Launching the Campaign
1. Queueing and List Settings
- Create a Queue Job in the Queueing tab, selecting your filter and target list.
- In List Settings, ensure the Dial Prefix is set to "1" for dialing to work.
2. Timetable and Activation
- Define calling hours in the Timetable tab to ensure hours are "open" when you want to dial.
- Set the campaign status to Active and click Start Dialing.
Monitoring
Access real-time insights via Admin > Advanced Dialer Settings:
- Operational Insights Dashboard: Real-time agent status.
- Campaign Dashboard: Overall performance metrics.
- Noetica Dashboard: Detailed activity on telephony and licensing.
Important Notes
- Using Preview mode enables agents to review contacts before making a call.
- Predictive mode automatically dials and connects agents when the contact answers.
- Unattended (agentless) campaigns will always require Studio flow configuration.
- Recycle rules can be configured to retry unsuccessful interaction attempts automatically.
- All dialer calls appear in Talkdesk Conversations for a simplified and more unified agent experience.
Additional Resources
Please check the Knowledge Base articles listed below for additional information.