The CUCO algorithm is a set of rules we have in the Dial, which allows for very heterogeneous dialing systems in a company to be configured or to have a configuration system of the highest levels available on the market .
The lists are like a phone book where numbers are grouped into a single list, for example, Barcelona, Madrid, Buenos Aires; and on each list there is a queue, which is mainly a logical grouping of records, this allows us to label the registers and to manipulate them, for example we can decide that every 5 initial calls, we may be able to do a personal call, or that every 4 failed calls, 2 programmed calls will be triggered.
The priority of the lists:
The priority lists conforms, along with the number of agents, a call cadence that is followed by the algorithm. This marks the number of calls that must be satisfied by list and which list is assigned at each time. The lists depend on the schedule, so that only the phones included in active or open lists will be dialed. Any list can be stopped or activated at any time in real time.
Priorities can be set to each list, for example if I want to call two customers from Barcelona and one from Madrid, this can be set by the priorities..
When working with phone lists, it must be defined which list has priority over the other one. This allows us to prioritize the list and within the list the we can set the priority of the queues. This level of configuration is higher than the one included in any other product.
The cadence of the queues
The cadence of the queues is defined by the CUCO algorithm, and can be defined as the categorization. This tool will allow us to define how many calls we will make from the different kinds of calls: initial calls, failed calls, etc. This is very useful, for example, for a telemarketing company that wants to start an initial campaign and wants to apply a restrictive conclusion policy by filtering the valid numbers. For debt recovery companies the assignment can be different, where phone numbers never leave the lists. You can also set the system to call one client several times a day.
The CUCO algorithm helps shape the distribution of outgoing calls in real time, following the needs of the administrator. Once we know how to call, how many calls we need to maket and when to call, we must select which of the lists and queues to which we are connected will be set for dialing.
For this purpose, there is an algorithm in charge of the distribution of outgoing calls, which can be configured in real time by the administrator, and is based on two fundamental points.
The cadence of the queues indicates which of the lists queue is chosen to be called. Queues are the subsets of phone numbers of each list, depending on to whom they belong: to an agent, to a list, to incidents department, or to the initial or final queues. If the cadence of the queues has to be set by hierarchy, the corresponding code must be included in the algorithm. This constitutes a call selection matrix.
The CUCO algorithm allows to adapt all processes to calls. The processes are designed for high availability, so that in case of crash or malfunction of one of them, the other one takes control of calls in the same condition the master process left it.
In addition, these processes are distributed and interconnected through TCP / IP, without having any problem with the IP address NAT of the routers or firewalls, which can also be tunneled.
During the above process, and as the events associated to the call status are obtained, they external rules are triggered for managing the movement of the phone numbers between campaign / lists / queues. These rules are externally configurable according to the requirements of the platform administrator.
An example is the rule that sets the reprogramming of calls that have failed according to the associated final profile table that indicates the type of profile, (the final type/ the final rate/ the conclusion) and the time interval in which the call is retdialed, the maximum time allowed for redialing the call, and the number of times you can recall this phone for this incident.
This rule will define whether these phone numbers will be taken out from the current list and added to a ‘wrong number’ list, for example.