Voicent’s predictive dialer, Agent Dialer, can handle answering machines and voicemails in a couple of different ways. If you are most interested in getting live calls to your agents as fast as possible, you can speed up your predictive dialing by enabling “disconnect as soon as answering machine is detected” in the Gateway. This frees up lines faster which allows Agent Dialer to make more calls in a shorter amount of time, increasing the chances that your agents will get more live calls.

Agent Dialer can also automatically leave a message of your choosing on answering machines. For example, you can leave a callback number or a trial message while also running your predictive campaign. Agent Dialer gives you a number of customization options, from leaving a simple recorded message to text-to-speech enabled specialization, such as speaking your lead’s name or interested products.

This option also allows you to play a message for human pickup as well if desired. Agent Dialer will automatically play the message you design then transfer the call to one of your agents.

To find out the API limits you might have, please visit:
Salesforce: http://login.salesforce.com/help/doc/en/integrate_api_rate_limiting.htm
SugarCRM: unlimited
ZohoCRM: https://www.zoho.com/crm/help/api/using-authentication-token.html#API_Limit

For each active call, Voicent will use up to 4 API calls. To count how many times you are able to use our seamless integration with other well-known CRM company is to know the API call limit you have, and divide it by 4.

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}
  

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.

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.