Account Control Technologies, Inc. (ACT)

These notes are responses to ACT RFP Final.doc published by Mark Knop <mknop@digitaltel.com>

1.1.1 Predictive Dialer

1.1.1.1 Please describe your predictive dialer in detail.

Link to User Manual,

Link to web site Product Page,

Full Demo CDROM Download Zip (right-click, then "Save Target As...")

Link to agent recording/logging

1.1.1.2 Does it support “smart” announcements?

Yes, we sell under marketing term "Racer Agent" or "IMA - Interactive Message Agent". See Sample Scripts. Common usages are:

- Right Party Contacts (Outbound)

- Match to correct skill and get account number (Inbound)

- Blast Messages (Outbound)

1.1.1.2.1 If it is an option what is the cost?

Depends on quantity purchased, must make initial purchase of Nuance Text-To-Speak (TTS) module and insure hardware can handle additional demands.

1.1.1.3 Describe answer detection capabilities and expected percentages.

We use the PAMD (Positive Answering Machine Detection) algorithm supplied by Dialogic for answering machine detection. There are three modes adjustable by campaign that can be used depending on the business requirements "Quick", "Full" or "Accurate" The accuracy varies based on many factors, but we have seen in acual sites expected percentages varying from 70-85 percent. The overall accuracy is greatly improved when used in conjunction with ISDN cause codes and intelligent campaign creation and scheduling.

1.1.1.4 Describe CTI integration.

See Full Integration Design Document. Was fully implemented by Columbia Ultimate and resold under private label.. For interfacing to PBX logging software, the D17/D30 and D07 messages can be converted into PBX proprietary messages so call can be correctly annotated. Example call recording description available to call logging software:

<?xml version="1.0" encoding="utf-8"?>
<Call>
<Filename>I20080311111354-k11-iTJS-n2.WAV</Filename>
<StartTime>2008-03-11T11:13:54.000Z</StartTime>
<EndTime>2008-03-11T11:15:51.000Z</EndTime>
<IPD>001</IPD>
<Agent>TJS</Agent>
<HostResult>H</HostResult>
<OurResult></OurResult>
<AgentCancelled>false</AgentCancelled>
<Inbound>
<Campaign></Campaign>
<SkillSet>PRIMARY</SkillSet>
</Inbound>
</Call>

See Agent Integration Design Document for available agent level integration..

1.1.1.5 Describe management/uploading of campaigns.

One technique is to upload into Columbia Ultimate (non-integrated system) is via file transfers. The CU system will pick up the file in the format specified in this document (CU-Sync File Formats).

A superior technique is to pull the results of the calls in real-time from the "OCRTUpload" MSMQ (Microsoft Message Queue). See format details for Q03 (outbound) and Q04 (inbound) messages.

1.1.1.6 What is the interconnection to the VCS?