Integrate with Filemaker

we are already Voicent customers. We use Filemaker as our default customer database. we would like to have a better integration between FM and Agent dialer, in order to open the customer information directly on FM as soon as the call is transferred to our agent. How can it be done? do you have any program or product to do it? could you offer a custom made application for us

Actually, this should not be too hard to do. The basic integration mechanisms are already there. The following are the recommended way to do the integration.

First, you need to define the advanced options for Voicent RemoteAgent program. (Please note some earlier version of the software does not have these options). The option is used to define actions to do based on agent status, such as a call is just transferred. The action is defined as a batch file or program to run, or an HTTP Post (like submitting a web form). For your application, you want to launch the Filemaker program to display a customer’s information. We are not familar with Filemaker, but you can check to see if it has a command line option. If it is web based, you can write a batch scritp to launch a web browser.

Most likely the command line needs information about the customer identifier, such as the customer ID in the database or phone number. This information should be set in the AgentDialer spreadsheet. For example, if a customer ID is required to display the customer information, you need to create a new column in the AgentDialer spreadsheet. When the above action is triggered, the customer ID will be parsed to the script.

The best person (or company) to do this integration is someone who is familar with Filemaker software. As long as he or she can write some simple windows script, he can do the integration.

We are still trying to improve our Voicent-FileMaker integration. We would like to know how the echo instruction can retrieve data from agent dialer Which are the filed names? I would like to get the “name” field from the present call transfered to the agent, in order to auotopen the contactinformation in filemaker

Suppose you setup a simple Windows batch file to be called when a call is transferred (in the advanced options for RemoteAgent program), all the “name” and “value” fields are passed to the batch file as command arguments. These names are the columns of the AgentDialer spreadsheet, and the values are the cell values of the row corresponding to the transferred call. In the batch file, you can then parse these command line arguments and get the name field. There is no need to retrieve data from Agent Dialer, all the data related to the transferred call are parsed to the batch file.

In addition to a batch file, you can also let RemoteAgent program submit a HTTP POST request to a URL.