18.08.2019

Dialer with Agent Transfer and CRM Integration

Step-by-step guide on how to set up the automatic dialing service of Oki-Toki for contact centers with automatic connection with an agent.

Dialer with Agent Transfer and CRM Integration

Setting up an auto-dial with a transfer to an agent with CRM is very easy. The article below will describe a series of actions that need to be taken step by step, leading to the correct service configuration and task execution.

 

Connecting a SIP provider

 

To do this, you need to:

  • Go to the section “SIP Telephony” – “SIP Providers” and click on “Connect”;
  • Enter the name of the SIP-provider and save it. The created SIP-provider acts as a “folder” for the SIP-gateways that we will connect inside it. With these folders, we can route telephony across different projects, keeping all SIP-connections segregated in various business projects;
  • Enter the created folder and now we need to set up the first sip-gateway. Click the “Create” button;
  • “Client sip reg” is almost always in use. If the SIP provider speaks about a connectivity option where Oki-Toki exchanges ip-addresses with him, then the “SIP Trunk” template is used;
  • We input the connection data from the SIP provider. For Client SIP reg, it is usually enough to enter the login (Login/username/SIP ID/Authorization ID), password, and domain (SIP address/SIP domain). We leave the rest as default;
  • Upon successful connection, the status REGISTERED will appear in the right column. (In case of unsuccessful registration, the status will show as EXPIRED). If the status doesn’t appear right away, try refreshing the page after a few seconds, as the SIP-provider might not always register the connection instantly (this will simply allow you to see the registration status, but it does not affect the actual registration process).
  • Upon completing the connection of the SIP-provider, it is necessary to indicate the numbers with which prefix (initial digits) it can call (for example: the numbers for Russia and Kazakhstan start with “7” or “8”, the numbers for Ukraine with “380”).

 

 

Script Creation

 

We create a logic diagram on the basis of which the call will proceed when the client answers the call. This script will consist of several blocks (stages of the call).

  • The “Start” block is the initial block where our client lands,
  • The “Queue” block takes care of call distribution among free agents,
  • The “Agent” block is a block responsible for the agent.

In its final form, the script will look like this:

Dialer: an example of creating a call script

 

Queue Creation

 

The next step will be the creation of a queue, which will be the foundation for our settings.

1. To do this, we need to navigate to the section “Queue and Calls” – “Queue” and click “Create”

Queue creation: Dialer

2. Enter the queue name and select the script that will be used on it. Save the settings.

 Queue setup: Dialer

3. To add an agent to the queue, you need to click on “Settings”

3.1. A list of all agents will be displayed. To add, you need to click on the agent’s name and set the priority above zero. To do this, we click on 0. With a priority of 0, the agent does not receive calls. Calls are received evenly by agents with the same priority (above zero).

Assigning an agent: dialer

 

 

Blacklist

 

To create a blacklist, you need to enter the “Project Resources” – “Lists”. We click to create and give a name to this list. More detailed information about working with lists can be found on our blog here!

Auto dial with transfer: creating a blacklist

 

Schedule

 

1. For this, you need to go to the section “Project Resources” – “Schedule”.

Creating a schedule

 

2. By clicking on the empty field, we will be shown sliders, with which we will adjust the working time (if the working time does not change, then for other days use the “Like yesterday” button and so you will not need to adjust the sliders every time).

Autocalls with transfer to agentSetting of working time intervals
 

Creation of Dialer

 

Go to the Auto Dialing – List of Dialer section. Press “Create”.

Specify the queue you have created earlier.

3. Specify the blacklist, we will not call to those numbers.

4. Give the name and choose a queue (that we have created earlier).

5. Choose the schedule.

6. Specify the working mode (the mode depends on the goal we pursue).
 

Creation of conversation scripts

 

1. For the creation of conversation scripts, you need to go to CRMFollowing this, you need to select the “Scripts” section.

2. In this section, you’ll have the opportunity to create an unlimited number of scripts tailored to your every need. To do so, simply click on “New Script”.

3. A window will appear where you can name your script and select the second parameter responsible for the number of business processes (henceforth abbreviated as BP – which stands for our conversation script) active per customer.

4.1. For instance, let’s break down the simplest conversation script.

4.2. Working with any script begins with creating questions and answers (our future answers will then become themes). Let’s look at some examples of these themes. To add a question, simply click “Add Answer”.

4.3. To make tracking call reports more manageable, we suggest that you leverage hashtags. This way, when customer service reports are generated, these tags will be displayed for relevant calls.

4.4. For the “refusal” theme, you need to check the corresponding box.

4.5. For the “number change” theme, we would need to add a text field where we will input the phone number (in the international format), and then assign this number. to the corresponding field (you can do this not only with a phone number).

4.6 Topic for callbacks: for this, you need to select “Add to auto dial” and choose the proper auto dial from the list.

You can find more detailed information about working with dialogue scripts on our Youtube Channel, or in a separate blog article by following the link here!

 

Anchoring Scripts to the Queue

 

The final step is anchoring the script to the queue. This is essential so that our script will pop up upon receiving a call (PD, CB, OUT, IN). To do this, you need to press on +, then select for what type of calls our script will come into play.

See screenshots:

Anchoring call scripts to the queue

 

Data Uploading through Bulk Operations

 

1. To do this, you need to go to CRM and select the section bulk operations.

2. Click to create a new import.

3. Set several checks in this order:

  • Add a field, the names of the fields should be in the order as in your database (for example, the first field is Name, the second is Address, the third Phone Number, the checkboxes against these fields in the list should be set in this order).
  • You need to copy the database into the white field from Excel or any other source.
  • Check the box next to “Adding” which is responsible for adding a number database to the dialer.
  • Choose dialer from the list, this is what the “Add to Auto Call” item is responsible for.
  • Select a process from the list. This is the name of our conversation script.
  • Select the queue from which the calls will be made (you must be assigned to the queue).

4. If you do not have the required fields with the right name, you need to go to the settings.

4.1 Click on “Add Field”.

4.2 Then click “Save”.

 

Additional Information

 

By default, duplicate numbers are not imported during database upload, provided these numbers are already in the dialing list or in the queue for execution;

If the auto-dialer stops working, you can find out the reason inside it in the “Info” tab, in the “Job Log” subsection;

An auto-disconnection can be activated in case of a telephony failure. If calls consecutively start to end with a telephony error (from the list), then the dialing will automatically stop.

Auto-disconnect due to telephony malfunction

 

Provided that you have followed all the steps, everything should definitely work out! If there are any unresolved issues or unanswered queries – the support service will definitely help!

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