2.1.5 - Dialer Calls (Calls from Source Outbound Dialer)

We haven't introduced our automated dialer feature, yet. We'll have a full separate chapter on the topic, however, we are happy to get you started with the basics.

Automated dialer are a great feature for enabling your team to call customers efficiently.  You can upload lists (manual or automatically) and have the dialer call the customer. Only if a connection is successful will the agent be connected to the call. That's the rough basics. There are many different types of dialer, find more details in this article.

What's important to understand is the following: babelforce initiates the calls for the agents only if a successful connection to the customer was established. This means, there will always be only one Parent call with the following parameters:

  • type = Outbound
  • source = dialer
  • domain = external

In case you read the section on Browser Phone you already know that this makes things much easier. You can create very simple triggers only referring to the source and you don't need to worry about the domain.

But let's look at two examples.

Create a ticket for Dialer calls

In our first scenario, we presume that your agents should receive a ticket for every dialer call they receive. So whenever the dialer successfully connects to a customer and forwards this call to an agent, there should be a ticket in the Helpdesk. They can see details about the customer, for instance an ID, invoice number, etc.

That's the trigger you are going to build (it's really easy):

Next, build an event that fires on "Call Bridged":

Done!

Create tickets for specific campaigns

In the next scenario you want to have campaign specific information added to a ticket. Let's say that you are driving two major campaigns: one is a campaign informing current customers about a new product. Another campaign tries to win back old customers. In the first case, you want to have product related information in the ticket while in the second case, you are interested in the reason why the customer cancelled the subscription.

To achieve this, you need to create a separate trigger and event for each campaign. It is just as quickly implemented as the last case, all you need to add is one additional condition to the trigger: 

In each event you add the matching trigger. From our list of expressions for the automated dialer, choose those that are relevant for your team and print the information to the ticket or log.

If you want to get some more inspiration what kind of placeholders you could add to the ticket or how to push tickets to the agent, find this article. It explains all the steps, also the steps above, in detail.

Great, you've completed this section on call parameters and how to integrate them in your CRM or helpdesk - congratulations!

In our final section of this chapter we'll give you an exciting task - a complex use case that will challenge your newly gained knowledge. Have fun!

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