IVM can be used to make automated outbound calls. It will automatically dial numbers from a list, waits for the caller to answer then starts with an OGM message and follows a normal call flow.
Before IVM can make outbound calls at least one phone line (VoIP or PSTN) must have "Allow outbound and message forward calls" selected.
To setup outbound calls, go to the "Auto Dial" tab in the IVM Web Interface.
List of telephone numbers to dial
Enter the list of numbers to dial separated with ';' semi-colons. Copy (Ctrl+C) and paste (Ctrl+V) functions also work in the numbers list.
Numbers will be removed from the list as they are called. If you want to use the same set of numbers again in future, enter a name for the list so you can load it again in the future by selecting 'Load Saved List' instead of 'Create New List'.
Out-Going Message (OMG) Call Flows
You can select different OGMs to start with depending on whether the call is answered by a answering machine or by a real person.
Note: Answer Detection is not completely accurate so your system must be tolerant of this. Detection works by using the length of the voice after the call is answered. A longer 'message' indicates an answering machine while a short 'greeting' suggests a real person. This can be adjusted using the Call Answer Detect Settings.
Number of attempts for each called number
IVM can be set to attempt to redial numbers that were not answered. It goes through the list once. At the end of the list, it repeats the list calling all numbers not answered.
Minimum interval between reattempted calls
If a call to a particular number fails IVM limits the time before it will be attempted again. The time is in minutes, with the default being 30 minutes.
Make calls between times
IVM can be set to only make calls between a fixed time of day (to stop calls late at night for example). Enter the start and end times. To allow calls 24 hours a day enter 00:00:00 to 24:00:00.
Advanced Options
Advanced users can append data to each number if required. For example if the number was 5551234567&ogm=My+OGM&data=999 the call would answer using the OGM named "My OGM" and with the variable "data" set to "999". You can also set ogmanswer to specify the OGM to use if the call is answered by a person or ogmmachine if answered by an answering machine.
For example: 5551234567&ogmanswer=OPerson&ogmmachine=OMachine
You can specify alternate numbers separating each with a \ character. If the first number fails, when the call is reattempted IVM will use the next number. For example 5551111111\5552222222\5553333333 will try those 3 numbers in turn.
If you need IVM to just dial a some DTMF digits after answering and then disconnect again use the argument dialanddrop. For example, 5551234567&dialanddrop=890 will dial the number 5551234567, wait for it to answer, dial the DTMF digits 890 then hang-up. The comma "," can be used to insert pauses.
If you need one call to initiate other outbound calls download and install the plugin outbound from www.nch.com.au/ivm/plugins.html.
Other software can also initiate outbound calls (or add them to the list). See the IVM SDK about how to link your program to IVM: www.nch.com.au/ivm/sdk.html.
General Tips for using Outbound Calls
Answer detection is never accurate because a computer cannot easily tell the difference between voice and some tones. When you design an outbound autodial system, you should make it tolerant of calls that are detected as being answered too early. For example, the initial OGM should be repeating and should ask the caller to acknowledge the call by pressing a key.
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