Integration with custom CRM

We already have a custom CRM system I have developed. We are currently using a third party Predictive dialer system, but are looking for something that can be easily integrated with our CRM. I have a few questions. First I noticed the agent has the ability to record calls. What if we want to force the recording of all calls, and don\’t want the agent to be able to opt out of this. Is this possible?

Yes, you can force recording by turn on Voicent Gateway > Setup > Options > Call Transfer Tab > Record every transferred call automatically.

Also what kind of capabilities does the system have to setup individual campaigns, so that each agent has their own group of customers?

For Voicent AgentDialer, a campaign is simply a call list file, which is a regular Windows file with .aoc extension. The content is what you see in the AgentDialer spreadsheet. To create a campaign, simply create a call list file and save.

Second can the system postback data to our admin system ( its just a web based application ) Also can the dialer system pull customer lists directly off our system ( xml formatted list )?

Yes, please take a look at the command line interface of AgentDialer and RemoteAgent. You should be able to submit a HTTP POST or call a program whenever certain condition is true (such as call is finished).