Telephony Hubs

With this guide you will learn how to create and configure Outbound Telephony Hubs to use in your campaigns to automate and improve efficiency and customer service in an easy and fast way. Let's get started!

Before You Begin!

Before creating the Hub you will need to meet the following requirements:

• Have a campaign created.
• Have the Telephony channel activated and configured in the campaign.
• Have an outbound telephony connector configured in the channel.

Which Hub to Choose?

Before starting, you need to define which type of Hub best suits your business needs and objectives. The choice will depend on different factors such as the number of users, the number of calls, among others.

Preview

Preview Hubs first call an available user in the campaign, and once the user answers, they place the call to the contact in the list. Optionally, each contact in the list can have an associated user, providing a more personalized service to customers.

Predictive

Predictive Hubs first call the contact and then an available user in the campaign. They use an algorithm that considers the parameters configured in the Hub, along with various statistical factors and strategies, to increase call effectiveness and reduce the abandonment rate.

This algorithm is based on the abandoned call percentage set in the Hub to calculate how many calls to make. With this Hub it is not possible to assign a user to each list record — calls will be distributed among available users.

Broadcast

Broadcast Hubs are responsible for making calls to list records automatically and massively, without the need for a user. Once the customer answers the call, it is possible to play a series of audio files, transfer to an IVR, a campaign, or a user.

How to Create the Outbound Hub?

Is everything ready? Let's start creating the Outbound Hub! It is very simple and requires a basic configuration.

1. First, go to the Administrator Menu and access the Automations module.

2. Once here, click the New button in the upper right corner.

• A form will appear where you must fill in the required information to create the Hub. Below is an explanation of each field in the different sections available on the left side of the form.

Basic

In this section you must enter the basic information for the Hub.

• Enabled: here you must select whether to enable or disable the Outbound Hub — it can only function if enabled.
• Name: here you must assign a name to identify the Hub.
• Campaign: here you must select the campaign you want to associate with the Outbound Hub. Only campaigns that have at least one Telephony, SMS, WhatsApp, or Email channel configured and enabled will appear. For this case, the campaign must have the telephony channel activated and configured with an outbound connector.
• Channel: depending on the selected campaign, the channels that the campaign has enabled and configured will be displayed. For this case, select Telephony.
• Type: here you must select the type of Hub you want to use. Not sure which to choose? Use this guide to select the right Hub type.

IMPORTANT

Once the Hub is created, you will not be able to modify any parameters in the Basic section.

4. Once you select the Hub Type, some sections will appear on the left where you can make modifications or keep the default configuration. Let's look at the configuration!

Which Hub Type Did You Choose?

Now that you have chosen the Hub you are going to use, you need to configure it. Select the Hub to learn how to do it.

• Predictive
• Preview
• Broadcast

Important Considerations

Key points to keep in mind

• Critical AMD configuration: Voicemail detection (AMD) must be configured correctly based on the country of operation. Incorrect configuration may result in legitimate calls being detected as voicemails or vice versa.
• Hub type based on operation: Choose the Hub type according to your needs — Preview for personalized service, Predictive to maximize productivity with intelligent algorithms, Broadcast for automated mass messaging.
• Basic section parameters are immutable: Once the Hub is created, you cannot modify the parameters in the "Basic" section (name, campaign, channel, type). Make sure to select correctly before creating.
• List recycling: Lists can only be recycled when they are completely finished (all contacts processed and all interactions tagged). Plan your recycling cycles accordingly.
• Custom schedules: If you do not configure a custom schedule, the Hub will work 24/7. Define schedules that align with your country's regulations and your customers' preferences.
• CallerID numbers: Make sure the numbers you use as CallerID are authorized and comply with local telemarketing and outbound call regulations.
• Provider cause codes: Cause codes vary depending on the telephony provider. Check your provider's documentation to configure automatic tags correctly.
• Attempts and retry time: Configure these parameters while respecting best practices and regulations on call frequency. Too many attempts may bother customers.
• Lists with priority: In the Hub dashboard you can manage multiple lists with different priorities. Lists with higher priority are processed first.

Frequently Asked Questions

What is the difference between a Preview and Predictive Hub?

The Preview Hub calls the agent first and then the contact, allowing the agent to see the information before the call is made. The Predictive Hub calls the contact first and when they answer connects them with an available agent, using algorithms to maximize productivity.

Can I change the Hub type after creating it?

No, the Hub type (Preview, Predictive, Broadcast) cannot be modified after creation. If you need a different type, you will need to create a new Hub.

What happens if all agents are busy in a Predictive Hub?

The predictive algorithm considers agent availability before making calls. If all agents are busy, the Hub will slow down the dialing speed to avoid abandonments. You can configure the acceptable abandonment percentage.

How does list recycling work?

Recycling automatically creates a new list with contacts that meet the tagging conditions you configure (for example, all "No answer" and "Busy"). This new list can be activated automatically or manually.

Can I use the same Hub in multiple campaigns?

No, each Hub is associated with a specific campaign and cannot be shared between campaigns. If you need similar operations in multiple campaigns, you will need to create one Hub per campaign.

What does AMD mean and when should I use it?

AMD (Answering Machine Detection) automatically detects when a call is answered by a voicemail. Use it when you want to avoid agents wasting time with answering machines or when you need to filter calls in Broadcast Hubs.

Can I import lists while the Hub is running?

Yes, you can import new lists at any time. The new lists will be added to the Hub and you can assign them a priority from the dashboard to control the processing order.

What are Cause Codes and what are they for?

Cause Codes are numeric codes that the telephony provider returns indicating the result of a call (busy, out of service, congested, etc.). You can map these codes to specific tags to automate call classification.