Hardware dialers or hard predictive Dialer use dedicated telephony switches to perform call progress analysis and answering machine detection. Those switches usually have two main types of connections, agent audio and external audio. The agent audio connections are usually simple T1/E1/ISDN etc. telephony spans which are connected directly to an existing PBX (although other connection types that do not require a PBX are available such as Analogue or VoIP connections). When an agent first logs in for the day, the dialer will place a call from the switch directly to the phone on the agent’s desk. This open phone call between the agent and the dialer switch is then kept open for the duration of the session. The second type of connection is the external audio connection which is the connection that will be used to make outbound phone calls. These connections are typically ISDN/T1/E1 connections direct to the PSTN. When an outbound call is made and answered, the call is immediately joined to an already open agent audio connection of the agent selected to take the call.
Feature of Hard Dialer
• Fewer telephony connections required (In hard dialers external audio connections can go directly to the PSTN)
• Dialer typically will not need upgrading in line with PBX/CTI etc.; since standard telephony connections are the only link between the PBX and the dialer, the dialer is less affected by software changes/versions
• Superior answering machine and call progress detection capability
• Remote agent capabilities – hard dialers can connect to any phone, anywhere on the PSTN. (Highly suitable for home working or remote sites)
• Independent of special CTI communication and proprietary PBX protocols
• Independent of PBX (Can work with a PBX or without benefit of any PBX or ACD)
• Higher capacity for handling calls (up to about 100,000 calls per hour)
• Faster call switching, as both ends of the call are already in place.
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