How to Configure a Broadcast Hub?

Below we show you the configurations you can make to maximize the performance of the Outbound Hub.

Configuration

Here you can configure the parameters related to the Hub's behavior.

• Tries: the maximum number of call attempts that will be made to the contact until they answer. If the contact has multiple numbers in the list, once all attempts to the first number are exhausted, the attempt count resets and moves to the next number, and so on for each additional number.
• Time between tries: the time in minutes between call attempts to the contact.
• Ring timeout: the maximum time in seconds that the Hub will wait before ending the call if the customer does not answer. For example, if set to 30 seconds, the Hub will call the customer and let the call ring for 30 seconds — if the customer does not answer within that time, the call is cut.
• Maximum channels: the maximum total number of simultaneous calls the Broadcast Hub can handle.
• Language: if audio files are played in the Hub, the language selected here will be used.
• Audio files: here you can select existing audio files in the system or upload new ones to be played when the customer answers the call.
• IVR: here you can select an IVR already created in the system to connect with the customer after playing the configured audio files.
• Press one: if enabled, the customer is given the option to press one to be automatically redirected to a campaign. If this feature is used, the IVR option cannot be used.
• AMD: if enabled, the Hub will detect calls answered by voicemail and will not deliver them to users.

What is AMD?

AMD (Answering Machine Detection) is a technology that automatically detects when a call is answered by a voicemail or answering machine instead of a real person, allowing the system to take specific actions.

Example: mass notification campaign with Press one

In a notification campaign (for example, due date reminders), you can enable "Press one" so that, if the customer is interested in solving the matter right away, they press 1 and the call is automatically redirected to a sales or collections campaign with available agents, instead of ending the call with just the recorded message.

AMD Only if enabled

Here you can configure the AMD parameters to adjust it according to the country.

• Country: here you can select a country from the pre-loaded list that already has a default configuration.
• initialSilence: the maximum duration in milliseconds of initial silence before the greeting.
• greeting: the maximum duration in milliseconds of the greeting.
• afterGreetingSilence: the maximum duration in milliseconds of silence after detecting a greeting.
• totalAnalysisTime: the maximum time in milliseconds the algorithm has to determine whether the call audio corresponds to a human or a voicemail.
• minWordLength: minimum duration in milliseconds that a word must have to be considered as such by the algorithm.
• betweenWordSilence: duration of silence in milliseconds between words for the algorithm to recognize them as separate words.
• maxNumberOfWords: maximum number of words a greeting can contain before it is considered a voicemail message.
• silenceThreshold: silence threshold in decibels. Sounds below this threshold are considered silence.

When you select a country/provider from the list, the 8 numeric values are automatically overwritten with the corresponding preset. If your provider is not on the list, you can leave the Country field empty and enter the 8 values manually.

Configure AMD correctly

It is important to configure AMD correctly so that calls answered by voicemail do not reach users.

Numbers

Here you will see the numbers configured in the connector associated with the Hub's channel — in this case Telephony. You can select the numbers you want to use in this Hub, add new ones manually or in bulk, and also delete them.

Actions on numbers

• Add a new number: type it in the "Phone number" field and click the add button.
• Import numbers in bulk: click the import button and, through the list import system, upload a list in the specified format with the list of numbers.
• Select numbers: click the checkbox on the left of each number to mark it as a number to be used by the Hub. If the checkbox is unchecked, the number will not be used.
• Copy and delete numbers: use the buttons at the end of each row.

Schedule

In this section you define the hours in which contacts can be called. Enable Custom contact schedule to set specific times for each day. The schedule is applied in each contact's local time zone (or the campaign's time zone if the record has none). By default, contacts can be called at any time of day in their time zone. In any case, the Hub only operates within the campaign schedule and while the channel is enabled.

Don't know how to create a custom schedule? Learn how to create one with this guide

Recycling

Through recycling, you can generate new contact lists that allow you to reach only those customers you were unable to contact.

How to Add a New Cycle?

1. To create a new cycle, first click the new button.
2. Some fields will appear that need to be configured.

Dispositions

Here you must select which dispositions will be taken into account for recycling: records that have any of the dispositions you select here will be taken.

The list will show global dispositions, default dispositions, and those of the Hub's campaign. The default dispositions are: Busy, No answer, AMD, Abandon, Error, Answer, Agent decline, Sent, Internal error, Timeout, and agentCancel.

An automatic recycling cycle only lets you configure two things:

• The Dispositions to include.
• Whether Horizontal processing is enabled on the resulting list.

What is Horizontal processing? It defines the order in which the list's records are called. If enabled, among the records that are ready to be called (because the time between tries has passed), the Hub prioritizes the ones tried most recently, to finish each contact as soon as possible after calling it once. If disabled, it prioritizes the records with the oldest try, going through the whole list first before insisting again with each contact. In both cases, each contact's priority is respected first.

There is no configurable delay: as soon as the list finishes processing (all contacts handled and dispositioned), recycling is triggered immediately if dispositions are configured for that cycle.

The new list generated by recycling is always created deactivated and with 0% priority, whether the recycling was automatic or manual. You need to activate it and assign it a priority manually from the dashboard for it to start being processed.

Only finished lists are recycled

Lists can only be recycled once they finish — that is, all contacts have been processed and users have tagged all interactions corresponding to the Hub.

How Cycles Are Chained

Cycles are applied in order. A list you upload manually starts at cycle 1: when it finishes, cycle 1 creates a new list with the records whose last interaction has one of the selected dispositions. When that new list finishes, cycle 2 is applied to it, and so on. With N cycles there are at most N recyclings. If no record matches, no new list is created.

Manual Recycling

You can also recycle a list at any time from the Hub dashboard with the Recycle list button (Telephony Hubs only). Choose a Start Date and End Date to find the finished lists in that range, then select the List, the Dispositions and, optionally, Horizontal processing.

Cause Codes

Here you can configure automatic dispositions based on call cause codes. These cause codes depend on the provider.

How to Create One?

1. To create one, simply enter a cause code, for example 18.
2. Then select the disposition that corresponds to that cause code.

How Cause Codes Relate to Dispositions and Stats

The disposition you assign to a cause code directly determines which stat is incremented on the hub dashboard when that code is received:

• Default disposition (Busy, No Answer, AMD, etc.): the stat that matches that disposition is incremented. For example, mapping cause code 603 to "Busy" will add to the Busy stat.
• Custom (non-default) disposition: the Other stat is incremented, regardless of the disposition name.
• Unmapped cause code, error type: the Errors stat is incremented. Error-type cause codes are already recognized by the system and do not need to be mapped manually.
• Unmapped cause code, non-error type: the Other stat is incremented.