5.3.1 - Some examples for creating records for outbound dialer calls

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

Kustomer.com

Let's look at Kustomer.com first. 

For the setup to work, you need three global automations:

For a more detailed explanation of how to set up the enduser lookup and create a meesage in Kustomer.com, please head to these articles.

• Lookup enduser
• Create a voice message 

Once these two automations are setup, we need one more automation that pushes dialer call information to the conversation in Kustomer on call finished.

Therefore we head to Integrated processes > Global automations and click on "Add". We choose the event "call finished" and the action "Update conversation":

The trigger looks like this: 

We assign the conversation update to our already existing conversation and the agent who took the call:

In the notes field, we can now enter the outbound dialer info. 
This can be achieved by using the expressions for the outbound dialer in babelforce. The following expressions are available out of the box:

However, you can also create custom variables. Here's how: 

Add a custom parameter to your outbound dialer list. In our example, we added "customer", "city", "status" and "address": 

Once these parameters are added to your lead list, they can be retrieved in our babelforce automation: 

If everything is set up correctly, this is how the conversation could look like in Kustomer.com: 

ZohoCRM Call Activity

In our second 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, the call purpose is "customer engagement". The description explains which campaign was called and to which agent the call was connected to. 

The settings in babelforce would look like this:

SugarCRM Call Record

Our third 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.

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 Automation 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.