Predictive Dialer and SalesLogix Integration

I looked at the website trying to find out what I can. Again, I need to perform the following:

1. Start Voicent calling a number on a list for the Agent
2. When the phone call ends, pop up some Sales Logix screens
3. After 30 seconds, start Voicent calling a number again.

To integrate your application with Voicent for phone, text, and email, you can choose to interface with Voicent program at application level or gateway level. The application level interface is relatively easy and should be the default choice. The gateway level is a lower level interface and allows you more control, but does require more work. For your application, both should work. The following are suggestions.

Application Level

1. Use command line interface for the application, such as AgentDialer or BroadcastByPhone. For predictive dialing, use Agent Dialer. The command line interface can be access from the program Help Topics under the Help menu. The following is one example:

adialer.exe “C:\mygroup\list.aoc” -pd -phoneno “800 1234567” -name "John Doo"

2. When the call is answered, it will be transferred to one of the available agent. The agent should see a screen popup containing the customer information. The phone audio is immediately transferred to the agent’s computer. There will also be a short beep played over the agent’s headset. During the call, the agent can play a pre-recorded audio, record the call, or transfer the call to another agent. All these are part of the AgentDialer program.

3. Define callback actions (HTTP post or launch a program or script) based on the Agent state, such as call tranferred or released. This can be setup in Voicent RemoteAgent program (Call > Advanced Options from the program main menu). In your case, you might want to specify a callback action for “call hangup” state. This state is set when the phone is disconnected, but the popup screen is not release (“call released state”). The callback function can be a script to launch SalesLogix. Once the agent is done with the SalesLogix activity, he can release the popup screen to make him available for the next call.

That’s all you need to do. Search this knowledge base to see other articles about CRM integration. There is also an open source project on SugarExchange about a Voicent extension for SugarCRM.

Gateway Level

If you want more flexibility or customization, you can interface with Voicent gateway directly. The following are just the key steps. For more details, please check the Voicent Gateway tutorial and samples.

1. Prepare a VoiceXML script for making a predictive call
2. Submit a call request to Voicent gateway, with the VoiceXML script
3. Poll the gateway for the status of the call