Connect calls to insurance agents that are licensed in specific states

Posted on January 10, 2014 | By Voicent Support

For insurance sales, it is important to connect to agents that are licensed to sell insurance in the customer’s state. With Call Center Manager’s Rule Engine, it is easy to set it up.

Step 1: Set up Agents

In Call Center Manager software, add an custom field to hold the licensed states information. In this example, we name it “Licensed States“. Then enter the appropriate information for each agent. Since some agents may hold insurance license in several states, the value entered should be a list (comma separated values), such as “CA, NV, NY“.

Step 2: Setup Call Transfer Rule

The call specification:
__Call__.IsVoice

The agent specification:
list_contains(__Agent__.Licensed_States, ac_state(areacode(__Call__.Phone)))

This rule simply states that for all voice calls (incoming or outgoing), transfer call to an agent that his license covers that phone call’s state. The main function is list_contains function. The list is the value of an agent’s “Licensed States” set in the previous step. The phone number’s state is extracted using the built-in ac_state function, which returns the state information based on area code. Further, the area code is extracted by the built-in function areacode from the phone number.

Dialer rules to transfer call to licensed agents only

Rules to transfer call to licensed agents only

Posted in Asterisk, Call Center Software, Predictive Dialer |

Advanced Predictive Dialer Call Status Update

Posted on November 6, 2013 | By Voicent Support

All of Voicent software is built for software integration. One major feature is the ability to run an external program or send an HTTP POST to an URL after a call is finished.

This feature is getting even better. Starting from release 9.1, Voicent Agent Dialer (Predictive Dialer) can read the response from the HTTP POST or the output of the external program, and then set the spreadsheet column value accordingly.

Step 1: Set the Options

To use this new feature, first open the Call Status Updater window by selecting Predictive > Predictive Dialer Options > Status Update button.

Update predictive dialing call status

NOTE: The double backslashes for the path!
Make sure to select the checkbox below the URL or the program file. If selected, Voicent Agent Dialer will try to read back the output and set the appropriate columns.

Step 2: Set the Output

Do as usual when processing the HTTP POST or in the external program. To set a particular column in the Agent Dialer spreadsheet, output the following:


column_name=value
...

For example, in a simple Windows batch file


echo @off
...
echo Tag=Processed

The above output instruct the program to set the Tag column to Processed.

Step 3: Run the Predictive Dialer

Simply run the program. You should see that the status will be set after each phone call, and in addition some columns will also be set according to the external program.

Posted in Developer, Predictive Dialer |

Leading Small Business Predictive Dialer

Posted on November 5, 2013 | By info

I have a small business with 8 employees and would like one employee to predictive dial, all the other companies I talked too have a minimum agent requirement. Does Voicent have a minimum agents requirement?

Of all the reasons & benefits to choose Voicent’s Predictive Dialer, having no restrictions is one of them. This allows Voicent to offer a more robust solution that empowers the user and does not cripple them.

Voicent Competitors Limit

  • Calls per minute
  • Leads imported
  • Minimum agent seats
  • Call transfers
  • Location you are calling
  • Phone service used
  • CRM’s available/used
  • Agent/Line Ratio

Of the two types of Predictive Dialers that Voicent offers(Managed VS Hosted), the managed installation will provide a user with there very own “in house” dialer. Having the dialer “in house” and not hosted in a cloud, we are able to provide a limitless dialer that will come down to computer Voicent software is installed on.

Jump Right In

For the low introductory cost of $285 for a 1 agent 1 line predictive dialer you would be an up and running small call center!

For a more lucrative package, at the price of $75.00 a month you will have Agent Dialer(Predictive Dialer) 1 Agent 3 Lines, the Call Center Manager for agent & Campaign statistics and Voicents Proprietary Customer Relationship Manager(CRM).

Posted in Predictive Dialer |