Auto dialer campaign getting too many customers

How do i configure the dialer so that it does not dial when there is no agent available? Currently, it begins to dial out, even if there is no agent available. This will be very wasteful of resources if the system continues to create outbound calls while the agent is already on a live call. Sure, the inbound callback route should be open, but there should not be new press 1 calls being made while the agent is speaking to a prospect and unavailable.

If you are using a predictive dialer, the dialer will automatically pause and resume based on the availability of the agents. Because in this mode, agent must be available immediately once there is a live call.

For auto dialer, normally customers are expected to wait for the calls being transferred after they press 1, so even there is no available agent at that time, customer will stay on line. Also, the connection ratio is much lower in auto dialer campaigns than predictive dialer campaigns, so it is more efficient to keep dialing even if there is no agent available.

The key is to make the press 1 to use queued transfer, which will put customer in a transfer queue. If you consistently getting a full queue, you may consider to reduce the number of channels for a campaign. And as a last resort, you can always manually stop and resume a campaign.

Posted in Agent Dialer, Product Usage |

I cannot login to our app portal

When I click App portal login, I get a cant reach this page. Later on I figured it out that our VPN blocks access, I shut it off and can now access. Thank you

Posted in General |

Gateway API for cloud service

Hello! I’ve signed up for a trail of your services, and hoping that it can do what we need. Basically we have our own internal scripts that send us an email when one of our services is down, but we want to have it call us as well. I found this and it looks like we should be able to do this with your solution: https://www.voicent.com/devnet/docs/phpapi.htm I started setting this up but noticed a few things, first this script is trying to call localhost and I don’t have nor want to install any software there. Can I use this script to send through your server? Next I noticed that it wants the recording to be on your server. Can I add a recording through the control panel and call it through the PHP script? Please let us know, any help with this is appreciated.

Yes, you could use the API with our cloud service. Actually the same API can be used for sending text messages also.

Since the service/gateway is not on your premise, you will need to add authentication tokens to the API. For details, please open a support from your cloud account for more details.

If you have a large API volume and the usage is affecting other users on the same server, or if you have other security requirement, we will require you to get a dedicated cloud account. Please note a dedicated cloud account also has many other features.

Regarding audio files

You can upload your audio files to the cloud server and use it as your call message. However, you first need to create a calling message template (ivr app) using Voicent IVR Studio software. Once the ivr app is created, you can then use the call_ivr function to trigger a call.

IVR Studio Tutorial is the best place to start. For your simple app, you do not need to go through the whole thing.

Posted in Developer |