CRM and Predictive Dialer Integration

We have our inhouse CRM system and would like to incorporate Voicent predictive dialer. We have reviewed the gateway API and VoiceXML, which seem to be OK to accomplish the task. Just want to confirm this is the correct way for the CRM integration

Actually this approach is low level integration and normally not recommended. It will be too much work and you are kind of re-inventing many features of Voicent Agent Dialer. The recommended way for CRM integration is through the Agent Dialer command line. We have developed these features for salesforce.com and sugarcrm integration.

1. Launch predictive dialer

adialer.exe <call_list_file&gt -pd [-phoneno phone_number] [-name name] [-statusurl url] [-statusexe exefile] [-caller caller_ identifier]

Details of the command line options are defined in the Agent Dialer’s program help file (Help main menu > Help Topics > command line).

2. Update Status

The -statusurl and -statusexe command line options are callback url/function used for updating the call status. In addition, -caller is used for identify who initiates the call.

3. Screen Popup when call is transferred to agent

Normally, you can just leave it as is. The Voicent Screen popup should contain all the information available in the Agent Dialer spreadsheet window. However, if you want your agent to access the customer information in your own CRM system, you can set up event callbacks in Voicent RemoteAgent program. Invoke the following window by selecting Call > Advanced Options from the program main menu.

You can choose the alert event and define your callback program or URL. The alert event is when the call is about to be transferred to the agent. For more details, please see the Help topics for Voicent RemoteAgent.

I still got some problem with the screen pop.

When I set the screen pop action as “Post to the following URL…”, will the IE be supposed to launch with the URL specified when a call come arrived the agent ? Currently only pop up the standard screen from Voicent

No. IE will not be launched. When you specify post to the following URL, the RemoteAgent program will submit to the specified URL using an HTTP post action. Though the action is exactly the same as submit a form using IE, the program does not need IE to do that.

To launch IE, you should specify”launch the following program” to launch IE. Check the command line option for IE for more details. If you need further processing for passing the correct arguments to IE, you can use Windows batch file as the program to launch. Within your batch file, do whatever you need to manipulate the arguments passed from RemoteAgent program.