Summary of How Automatic Dialers Work
Automatic dialers (autodialers) are Computer Telephone Integration (CTI) tools that use software and modems to call lists of numbers, detect human answers, and route calls or play messages. They serve diverse purposes beyond telemarketing, such as school closures, medication reminders, and political outreach. The technology relies on voice detection algorithms and predictive dialing to optimize operator efficiency in call centers.
Parts used in Automatic Dialer System:
- Computer (preferably desktop model)
- Voice modem
- Auto-dialing software
- Active telephone line
- Telephone with headset for operators
- Dedicated phone line for each operator
Automatic dialers, or autodialers, are an example of computer telephone integration (CTI). Using special software and a modem, a computer can be programmed to automatically dial a long list of phone numbers. Depending on the software’s sophistication, the computer can detect whether a live person answers the phone and then hand the call over to a human operator. The computer can also be programmed to play a recorded message, leave a message on an answering machine, or provide a menu of options to the person who answers.
Autodialers aren’t evil. It’s true that some companies use autodialers to power annoying telemarketing campaigns, but they have many other uses as well. A school could use an autodialer to alert parents and students to an unexpected closure. A doctor’s office could set up a system to remind senior citizens when to take their medication. A political candidate could dial out to thousands of residents to participate in a telephone town hall.
How does autodialer technology work? Is it expensive to set up a simple auto-dialing system? What are some of your options when choosing an auto-dialing provider? Read on to find out.
Automatic Dialer Technology
A simple automatic dialing systems isn’t very expensive or complicated to set up. You need four things to create a basic system:
- A computer, preferably a desktop model
- A voice modem
- Auto-dialing software
- An active telephone line
A voice modem allows a computer to play or record audio over a telephone line. On a standard desktop computer, there’s room for two to four internal modem cards. Each internal modem can only be connected to one phone line. So the more modems you have, the more phone calls the computer can make simultaneously.
If the auto-dialing system is going to be used in a call center with multiple live operators, then each operator will need his own telephone with a headset connected to a dedicated phone line. Autodialers can work over both the regular public switched telephone network (PSTN) or Voice over IP (VoIP).
The most important part of the auto-dialing system is the software. The software tells the computer which numbers to dial and how to respond to different situations (if an answering machine picks up, a human answers, a busy signal, et cetera).
Voice detection is the technology that allows auto-dialing software to detect the difference between an answering machine and a human voice. Here’s how voice detection works:
- If nobody picks up the phone for four rings or more, about 25 seconds, then there’s an increased likelihood that the call will be answered by a machine.
- When the call is answered, the software measures the length of the first words spoken and waits for a pause. If the initial response is a short burst of words (one to three seconds) followed by a pause, then it’s a human (“Dr. Johnson’s office. How can I help you?”)
- The software then passes the call to a live operator or plays a pre-recorded message.
- The telltale pause that accompanies most telemarketing calls is caused by the time it takes for the software to recognize a human voice and route the call to an available operator.
[source: Telecomlogic]
One of the most interesting developments in auto dialing software is predictive dialing. Predictive dialing is most useful in a call center setting, where multiple operators are making simultaneous calls. Predictive dialing technology uses a complicated algorithm to anticipate when an operator will be free to handle another call. Predictive dialing software analyzes several factors:
- how many calls are answered by live people
- how many calls are answered by machines
- how many calls are never answered or encounter busy signals
- the length of a typical call when answered by a live person
Using this information, the predictive dialing software can calculate exactly how often to start dialing a new number to maximize the amount of time the live operators are on the phone and talking. The system will often dial numbers when no operators are available, knowing that an operator is likely to end a call right when another one begins.
Interactive voice response (IVR) is an autodialing technology that supplies interactive menus on outgoing calls. For example, a marketing or demographics company can autodial consumers and present them with an interactive poll they can answer with their telephone keypad or voice responses.
Now let’s look at some of the most common services and features associated with autodialers.
For more Detail: How Automatic Dialers Work
-
What components are needed to create a basic automatic dialing system?
You need a computer preferably a desktop model, a voice modem, auto-dialing software, and an active telephone line. -
How does the software distinguish between a human and an answering machine?
The software measures the length of the first words spoken and waits for a pause; short bursts followed by pauses indicate a human. -
Can autodialers work over different types of networks?
Yes, autodialers can work over both the regular public switched telephone network and Voice over IP. -
What is predictive dialing technology used for?
Predictive dialing uses algorithms to anticipate when an operator will be free to handle another call in a call center setting. -
How many simultaneous calls can one internal modem handle?
Each internal modem can only be connected to one phone line, meaning it handles one call at a time. -
What is Interactive Voice Response technology?
IVR supplies interactive menus on outgoing calls allowing consumers to answer polls via keypad or voice responses.
