Power Dialer Overview

What the Power Dialer Is

The Power Dialer is TrackDrive's automated outbound dialing
system. It manages a queue of leads and dials them
automatically, connecting answered calls to available agents.
The dialer eliminates manual dialing and maximizes agent
talk time by handling the mechanics of placing calls,
detecting voicemail, and managing the queue.

Core Components

• Dialer Processor: the central engine that runs the dialer pipeline for a company. There is one processor per company. It stores CPS tier configuration and throttling parameters.
• Agent Widget: the browser-based softphone interface agents use to receive calls, set dispositions, and control their availability.
• Lead Queue: the pool of leads waiting to be dialed, sourced from one or more schedules.
• CPS (Calls Per Second) Tiers: configurable throttling levels that control how aggressively the dialer places calls based on agent count.

How It Works

The dialer runs on a continuous loop (up to 20 seconds per
iteration by default, with configurable intervals between
cycles). Each iteration:

1. Identifies available agents (collaborators with softphone enabled who are logged in and idle).
2. Pulls leads from active schedules that are ready to be processed, respecting business hours and state compliance.
3. Matches leads to agents based on priority, agent assignment, and availability.
4. Places outbound calls to the matched leads at the configured CPS rate.
5. When a call is answered, bridges it to the assigned agent.
6. When a call ends, records the outcome and returns the agent to the available pool.