Hard dialers

A hard predictive dialer offers more robust features by using hardware. It uses dedicated telephony switches to detect answering machines and carry out call progress analysis. The switches used by a hard dialer usually have two main types of connections:

• Agent audio; with this type of connection the dialer places a call to the agent’s desk, as soon as the agent logs in for his session. This connection is then kept open for the duration of the session. The agent audio connections are usually simple T1/E1/ISDN etc. telephony spans which are connected directly to an existing PBX.

• External audio; this type of connection is used to make outbound phone calls. The outbound call is immediately joined to an already open agent audio connection of the agent selected to take the call, as soon as it is made and answered. These connections are typically ISDN/T1/E1 connections direct to the PSTN.

The advantages of Hard Dialers are many when compared with soft dailers:

• Fewer telephony connections required; in hard dialers external audio connections can go directly to the PSTN.

• Hard Dialers do not need upgrading and are less affected by software changes, since standard telephony connections are the only link between the PBX and the dialer.

• Superior answering machine and call progress detection capacity.

• Remote agent capabilities; Hard Dialers are suitable for home working or remote sites, since they are able to connect to any phone, anywhere on the PSTN.

• Faster call switching; in Hard Dialers both ends of the call are already in place.

• Higher capacity for handling calls.

• Independent of special CTI communication and proprietary PBX protocols

• Independent of PBX; Hard dialers are able to work with a PBX or without benefit of any PBX or ACD).

A Hard Dialer has the following disadvantages:

• It is more expensive than a soft dialer when the enterprise already has a PBX with spare capacity for processing calls.

• It is more expensive to upgrade and maintain.

 

Learn more about: 

Functioning, features, types and benefits of predictive dialers.

Predictive Dialer Tutorial

Cost of predictive dialing systems, factors to consider in deciding which predictive dialer to purchase.

Predictive Dialing Questions and Answers

Factors affecting predictive dialers' performance.

Predictive Dialers - Overview

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