The distribution is already integrated. It is up and running on our VPS. It needs to be tuned fine before starting any sort of test. Those of you that need more info, please contact us at your convenience. Thank you.
The outbound call flow
The outbound calls start to be executed by the server system as soon as the Tele – agent login. As soon as the called party that answers the call the server IVR starts playing the pre-recorded greeting, and introductory message recorded by the Tele - Agent responsible of that specific of that area.
The server establishes a conference call between the three parties a) server itself b) the called party c) the Tele – Agent. The Tele - Agent should be able to break in the on-going communication / conference at any time to continue speaking personally with the prospect. This process is worth for all the Tele - Agents around the European Nations.
How the process might works.
This is the way it might work, a method among others, that may be useful for the developer’ evaluation. VICIDIAL already embeds most of the features that need to be wisely activated by the admin.
The Tele – Agent/s login The server start calling any lead the way the admin has programmed in the meantime. The IVR server plays the message that the Agent had previously recorded with his own voice.
The server establishes the call conference above described.
The Tele – agent should be able to break in the conversation / conference between the parties. Before the conference is established between the parties on the agent screen should appear the called party record coming from the vTiger CRM if already present in its DB. The VICIDIAL and VTIGER systems BD should always be synchronized both ways.
To record the Greeting and Introductory message
The Tele - Agent simply records the introductory message as if it was one of his “personal” prompt. The IVR at this stage should be properly set by the admin.
Unanswered or busy called party.
If the called party is busy or does not answer the call or a fax / answering machine is detected, the system should reschedule the call twice or three times afterward it should move forward to continue calling the other prospects.
Tele - Agent supervision
In case we opted for the conference method the Tele - Agent should be able to supervise the call established, listening booth, the server who called the prospect playing the messages and what the called party eventual comments, thus allowing the Agent to break in the ongoing “conference” at any time providing appropriate answers to clear any issues the prospect may have arisen.
VICIDIAL Call Center, the inbound calls
The inbound call/s will be answered, by the same Tele - Agent who called the prospect. If the caller is already an account or a new lead, whose data have been recorded in the systems DB, by detecting the CLI, the system will bring up on the Tele - Agent screen the entire vTiger CRM record of the calling party. VTigerCRM and VICIDIAL DB ought to be always aligned.