4.3.1 - Some examples for creating records for outbound dialer calls

Let's look at a couple of examples on how such a dialer record could look like.

ZohoCRM Call Activity

In our first example, we created a call activity in ZohoCRM that opens as soon as the call is successfully connected to the agent. As you can see in the screenshot below, we have a call purpose which is customer engagement. The description exmplains which campaign was called and to which agent the call was connected to. 

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The settings in babelforce would look like this:

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SugarCRM Call Record

Our second example features a call activity in SugarCRM.  As you can see, there is more information added to this particular call record.

When the agent opens this ticket, he knows that this was the first call attempt (customer on this list was called 0 times before) and the agent also sees the internal ID.

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And this is how you can add this kind of description:

The call was successfully connected within the dialer campaign "{obd.campaign.name}" and was connected to agent {agent.name}. The customer was called {obd.lead.callCount} before connecting to an agent. The internal ID for this lead is {obd.lead.uid}.

Besides the description, there is no difference in the way you would set up this event in babelforce (obviously, you would need to select the matching SugarCRM event).

This brings us to the last and final section of this tutorial. Please only continue if you are interested in working with our Rest API. The last bit will be much more technical. It does open up many paths for automation, however, most features can be used via manager app so you don't need to worry that you miss anything if you skip the last part.

 

 

 

 

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