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.

• Attempts: 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 retries: the time in minutes between call attempts to the contact.
• Ring time: 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.
• 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.
• Voicemail: 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.

Voicemail

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.

IMPORTANT

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.

How to Add a New Number?

To add a new number, simply type it in the "Phone number" field and then click the add button.

How to Import Numbers in Bulk?

To add numbers in bulk, click the import button. Then, through the list import system, upload a list in the specified format with the list of numbers.

How to Select Numbers?

To select a number — that is, to mark it as a number to be used by the Hub — click the checkbox on the left of each number. If the checkbox is unchecked, the number will not be used by the Hub.

How to Copy and Delete Numbers?

To copy and/or delete numbers, use the buttons at the end of each row.

Schedule

In this section you can create a custom schedule for the Hub. If you keep the default configuration without a custom schedule, the Hub will work 24 hours.

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.

Tags

Here you must select which tags will be taken into account for recycling — that is, to recycle the list, records that have any of the tags you select here will be taken. The list will show global tags and campaign-specific tags.

Time Before Recycling

Once the list has processed all contacts, the Hub will wait this amount of time in minutes and then recycle the list. If set to 0, the list will be recycled automatically after it finishes.

IMPORTANT

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.

Activate the List After Recycling

If enabled, once the Hub generates the new list with the recycled contacts, it will be automatically activated but with priority 0 — meaning it will be active but will not be processed. To start processing, you must assign a priority to the list from the Hub dashboard.

Cause Codes

Here you can configure automatic tags 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 tag that corresponds to that cause code.