Auto dialer
Encyclopedia
An auto dialer, autodialer, or autodialler is an electronic device or software that automatically dials telephone number
s. Once the call has been answered, the autodialer either plays a recorded message or connects the call to a live person.
When an autodialer plays a pre-recorded message, it's often called "voice broadcasting
", or "robocall
ing". Some voice broadcasting messages ask the person who answers to press a button on their phone keypad, such as in opinion polls in which recipients are asked to press one digit if they support one side of an issue, or another digit if they support the other side. This type of call is often called "outbound interactive voice response
".
When an autodialer connects an answered call to a live agent, it is often called a "predictive dialer
" or "power dialer". A predictive dialer uses realtime analysis to determine the optimal time to dial more numbers, whereas a power dialer simply dials a pre-set number of lines when an agent finishes the previous call.
. There are software programs which can set up an autodialer-like function over a physical telephone line
using such hardware. It is also possible to run cheap or free autodialers without a modem or telephone line using the Internet and VoIP.
Traditional advantages of using telephony
cards over simple modems include detecting touch tones and transferring calls directly through to the caller.
With the advancement of computer software technology at the end of the 20th century, many hardware-based telephony capabilities for auto dialing can be implemented in software. Voice modems are much less expensive and some computers have them pre-installed already. Touch tones, call transfer
, call progress detection, detection of answering machine and voice mail, and other telephony card features, are available in voice modem-based auto dialing systems. For a simple autodialer supporting only a few phone lines per PC, telephony cards offer few advantages over simple voice modems.
However, with single systems that initiate large volumes of calls simultaneously, telephony cards offload the PC by performing most of the telephony functions (call status determination, playing music on hold
, answer machine detection, etc.). Calls can likewise be cross transferred at the telephony board level.
To customize or personalize messages, a smart autodialer system uses message template, which contains variables that can be replaced later by actual values. For example, a time variable included in the message template can be replaced by the actual time when a phone call is made.
Some advanced enterprise dialers are distributed dialers, i.e., independent dialers that are linked together through the Internet and controlled by a call dispatching program. With distributed computing, there is virtually no limit on scalability. All distributed dialers, by definition, can be accessed remotely. Today with optimized and highly specialized coding some companies have been able to sustain 2000 simultaneous calls using only one server and a single 100 mbit connection.
was signed into law, in the United States, in an effort to put restrictions on auto dialing systems
Telephone number
A telephone number or phone number is a sequence of digits used to call from one telephone line to another in a public switched telephone network. When telephone numbers were invented, they were short — as few as one, two or three digits — and were given orally to a switchboard operator...
s. Once the call has been answered, the autodialer either plays a recorded message or connects the call to a live person.
When an autodialer plays a pre-recorded message, it's often called "voice broadcasting
Voice broadcasting
Voice broadcasting is a mass communication technique, begun in the 1990s, that broadcasts telephone messages to hundreds or thousands of call recipients at once. This technology has both commercial and community applications. Voice broadcast users can contact targets almost immediately...
", or "robocall
Robocall
Robocall is a term for an automated phone call that uses both a computerized autodialer and a computer-delivered pre-recorded message. The implication is that a "robocall" resembles a telephone call from a robot...
ing". Some voice broadcasting messages ask the person who answers to press a button on their phone keypad, such as in opinion polls in which recipients are asked to press one digit if they support one side of an issue, or another digit if they support the other side. This type of call is often called "outbound interactive voice response
Interactive voice response
Interactive voice response is a technology that allows a computer to interact with humans through the use of voice and DTMF keypad inputs....
".
When an autodialer connects an answered call to a live agent, it is often called a "predictive dialer
Predictive dialer
A predictive dialer dials a list of telephone numbers and connects answered dials to people making calls, often referred to as agents. Predictive dialers use statistical algorithms to minimize the time that agents spend waiting between conversations, while minimizing the occurrence of someone...
" or "power dialer". A predictive dialer uses realtime analysis to determine the optimal time to dial more numbers, whereas a power dialer simply dials a pre-set number of lines when an agent finishes the previous call.
Answering Machine Detection
A key technology for autodialers is the ability to detect live human pickup and answering machine. Since there is no indication/hardware signal when a call is answered by an answering machine or voicemail system, autodialer systems have to analyze incoming audio in order to make a prediction. Currently, there is no algorithm that can achieve 100% accuracy.Compliance
Inherent in the need to dial many prospects/users/consumers/clients (or whoever) is the need to maintain compliance with the laws for a business or call center or anyone in the US using an autodialer. The ability to maintain records, demonstrate drop call percentages on campaigns and avoid calling numbers listed in any federal, state, or company Do Not Call lists is essential for continued legal use of any autodialer. Certain organizations are exempt from certain compliance laws, but the bulk of autodialers are built for the bulk of users who are required to comply, and in many cases must be able to demonstrate their compliance upon demand of a regulatory entity.Modem versus telephony boards
A regular PC, desktop or laptop, can be turned into an autodialer by using a telephony board or modemModem
A modem is a device that modulates an analog carrier signal to encode digital information, and also demodulates such a carrier signal to decode the transmitted information. The goal is to produce a signal that can be transmitted easily and decoded to reproduce the original digital data...
. There are software programs which can set up an autodialer-like function over a physical telephone line
Telephone line
A telephone line or telephone circuit is a single-user circuit on a telephone communication system...
using such hardware. It is also possible to run cheap or free autodialers without a modem or telephone line using the Internet and VoIP.
Traditional advantages of using telephony
Telephony
In telecommunications, telephony encompasses the general use of equipment to provide communication over distances, specifically by connecting telephones to each other....
cards over simple modems include detecting touch tones and transferring calls directly through to the caller.
With the advancement of computer software technology at the end of the 20th century, many hardware-based telephony capabilities for auto dialing can be implemented in software. Voice modems are much less expensive and some computers have them pre-installed already. Touch tones, call transfer
Call transfer
A call transfer is a telecommunications mechanism that enables a user to relocate an existing call to another phone or attendant console by using the transfer button and dialing the required location. The transferred call is either announced or unannounced....
, call progress detection, detection of answering machine and voice mail, and other telephony card features, are available in voice modem-based auto dialing systems. For a simple autodialer supporting only a few phone lines per PC, telephony cards offer few advantages over simple voice modems.
However, with single systems that initiate large volumes of calls simultaneously, telephony cards offload the PC by performing most of the telephony functions (call status determination, playing music on hold
Music on hold
Music on hold is the business practice of playing recorded music to fill the silence that would be heard by telephone callers who have been placed on hold...
, answer machine detection, etc.). Calls can likewise be cross transferred at the telephony board level.
Smart autodialer
A Smart Autodialer is an autodialer capable of personalizing messages and collecting touch tone or speech feedbacks. A speech engine is usually included for converting text to speech and recognizing speech over the phone.To customize or personalize messages, a smart autodialer system uses message template, which contains variables that can be replaced later by actual values. For example, a time variable included in the message template can be replaced by the actual time when a phone call is made.
Semi-automatic dialer
A semi-automatic dialer is a human controlled dialer. All actions, such as dialing, playing audio message, recording, are initiated by human, normally by the press of a key. It is a productivity tool for telemarketing agents.Telemarketing dialer
An enterprise grade dialer must provide two key features. First, it must be capable of making large number of simultaneous phone calls; and second, it must provide an application programming interface (API) for system integration. Almost all enterprise grade autodialers employ computer networking technology, since voice boards have fixed number of ports and cannot be scaled up. In order to make 2000 simultaneous phone calls, for example, a group of computers have to be linked together to provide the support for that many phone lines.Some advanced enterprise dialers are distributed dialers, i.e., independent dialers that are linked together through the Internet and controlled by a call dispatching program. With distributed computing, there is virtually no limit on scalability. All distributed dialers, by definition, can be accessed remotely. Today with optimized and highly specialized coding some companies have been able to sustain 2000 simultaneous calls using only one server and a single 100 mbit connection.
Restrictions
The Telephone Consumer Protection Act of 1991Telephone Consumer Protection Act of 1991
The Telephone Consumer Protection Act of 1991 was passed by the United States Congress in 1991 and signed into law by President George H. W. Bush as Public Law 102-243, amending the Communications Act of 1934. The current version of the statute is found principally at...
was signed into law, in the United States, in an effort to put restrictions on auto dialing systems
See also
- Spam (electronic)Spam (electronic)Spam is the use of electronic messaging systems to send unsolicited bulk messages indiscriminately...
- TelemarketingTelemarketingTelemarketing is a method of direct marketing in which a salesperson solicits prospective customers to buy products or services, either over the phone or through a subsequent face to face or Web conferencing appointment scheduled during the call.Telemarketing can also include recorded sales pitches...
- Autodialer alarmAutodialer alarmAn autodialer alarm, or community alarm as it is known in Britain when it is run by the County council, is an electrical device that usually has a push button transmitter which an individual may use to summon assistance to their location. These portable transmitters send a signal to the alarm unit...
, which is different from an alarm autodialer - Predictive dialerPredictive dialerA predictive dialer dials a list of telephone numbers and connects answered dials to people making calls, often referred to as agents. Predictive dialers use statistical algorithms to minimize the time that agents spend waiting between conversations, while minimizing the occurrence of someone...
, a type of autodialer - DialerDialerA dialer or dialler is an electronic device that is connected to a telephone line to monitor the dialed numbers and alter them to seamlessly provide services that otherwise require lengthy access codes to be dialed...
, dialers in general