Setup Predictive Dialer with SugarCRM Screen Popup

Posted on July 31, 2013 | By info

I saw a knowledge base titled “Setup Predictive Dialer with SugarCRM Screen Popup” on July 1, 2013. I want to achieve the same thing, but I’m not entirely sure how to find the link. How do I exactly integrate predictive/agent dialer with my SugarCRM? I have a SugarCRM community edition btw. Thanks!

Here’s what you need to do

  • Export your call list from Sugar CRM and make sure to export the customer ID in addition to name and phone number.
  • Import your call list to Voicent Agent Dialer (Predictive Dialer). Set the column name for Sugar CRM customer ID as, for example, sid.
  • Open Voicent Gateway, select Setup > Options > Call Transfer Tab > Screen Popup… button. Unselect Enable Default CRM Screen Popup, then enter the URL for Sugar CRM customer info page in the box below. For example, you can use the following parameterized URL:
    http://localhost:800/sugarsuite/index.php?action=DetailView&module=Contacts&record=${sid}
    sugar crm screen pop

How does the parameterized URL work?

When a predictive call is made by Voicent Agent Dialer, and it is connected to an agent, it sends all the related info to the Agent Desktop software. At the time of the connection, any parameter, which is enclosed in ${..}, is automatically replaced by the actual value. In this case, it is replaced by the actual SugarCRM customer ID. This new URL is then used for the screen popup.

sugar crm screen pop
Click the image to see a larger picture.

You can use the same method for campaign script.

Also, please see our sugarCRM plugin that you can use to work with predictive dialer. It allows you to make a predictive dial when you click on a number that you want to call.

Posted in Call Center Software, Developer, Predictive Dialer, voip | Tagged , , , , , , , , , , ,

Preview of the new Voicent Dashboard

Posted on July 29, 2013 | By Voicent Support

With the upcoming release, Voicent Remote Agent software becomes Voicent Dashboard. This is not merely a name change for the software but a major improvements in capabilities. The older version is simply a screen popup software that allows agents to be connected to customers. The new version is a unified agent desktop that offers:

  • Direct access to Voicent CRM for customer records and contact history
  • Easy to personalize desktop windows, such as dialpad, call disposition, incoming call queue, and call script
  • An embedded web browser capable of discover phone numbers and automatically turn them into click-to-call buttons
  • Improved dialpad for easy call transfer, hold and resume, call recording, and click-to-play audio
  • Quick action buttons for callback setup, opt-out, and other call dispositions when used in conjunction with Voicent CRM

The following video playlist shows the main improvement.

Posted in Call Center Software, Predictive Dialer |

World’s Largest Debt Collection Operation Settles FTC Charges, Will Pay $3.2 Million Penalty

Posted on July 12, 2013 | By info

The world’s largest debt collector has been fined $3.2 million by the Federal Trade Commission. Expert Global Solutions(EGS) and its subsidiaries have agreed to stop harassing consumers with allegedly illegal debt collection calls. The law they violated was the number of times they could contact the same phone number in a certain time frame.

EGS was running a campaign which would contact their debtors multiple times in the same day, moving the user from one campaign to another. Voicent software does not have any restrictions on the number of times you can call someone, nor does the Voicent software know if you are a debt collector. Clearly the campaign that EGS was running that generated them revenues of $1.2 billion in 2011, was successful at collecting the debt, however there are other legal ways of getting a positive return.

Voicent’s Call Center Dialer / Agent Dialer / Predictive Dialer has an integrated alternate-phone system allowing you to specify multiple phone numbers for a single campaign. In some states(Contact your local attorney for FCC/FTC laws in your area) you are allowed to use multiple contact methods to attempt to reach the person you want to collect debt from, which in most cases will double, or triple your return rate.

In the above picture, you will see some Alternate Phone options. They are:

  • Call Failed
  • Call answered by answering machine
  • Call answered but there is no response or confirmation
  • Always call alternate number

The above options, will let the Dialer escalate the calls from one to another depending on what you check. If you want the system to call alternates in the case a call fails, or one is answered by an answering machine, or call is answered but there is no response or confirmation. Lastly, you can tell the Dialer to always call the alternate number. The Alternate phone system is part of our Call Center Suite, specifically a feature within the Voicent Agent Dialer.

Posted in Predictive Dialer | Tagged , , , , , , , , , , , , , , , , , , ,