Page 1 of 1
Need delay between screen pop and call transfer
Posted:
Thu Mar 20, 2008 1:30 pmby scratchspace
For outbound autodial, we need a ~10 second delay between the lead info being displayed on the agent screen, and the call being transfered to the agent. This would allow the agent to lookup the lead's account in an external database.
There's a similar option called "Agent Alert Delay" available for in-groups, but nothing in the campaign configuration.
Manual dial provides the lead info in advance, but we need this functionality in autodial mode. The caller could remain on hold (hold music playing), or a separate audio file could be played "please wait while your call is being transferred".
Is there an existing feature we've missed (i.e. different transfer ext/script), is this something that can be achieved with a modification to agi-VDADtransfer.agi (for example), or is this a core vicidial modification?
Chris
Posted:
Fri Mar 21, 2008 12:36 amby mflorell
The reason that is not an option is that is breaks all sorts of FTC regulations in the US and it is not usually desirable to add a long delay to calls getting to an agent.
Adding this functionality could certainly be possible, but we did not want to introduce any new features that would add any delay to outbound calls getting to agents.
Posted:
Fri Mar 21, 2008 1:10 amby scratchspace
Understood, thanks for the reply. Could you point me in the direction or these regs (Google search terms fine). Also, if we did want to add this feature, to what component would we add this? Seemed like a core component (daemonized program) rather than a VDAD AGI, but again I didn't look that deep into it. Thanks!
Chris
Posted:
Fri Mar 21, 2008 8:28 amby mflorell
It's the FTC safe-harbor regulations. The VICIDIAL manager manual summarizes the requirements, but here are some links:
http://www.fcc.gov/cgb/policy/telemarketing.html
http://hraunfoss.fcc.gov/edocs_public/a ... -153A1.pdf
http://www.fcc.gov/cgb/policy/Telemarketing-Rules.pdf
As for what to edit, it is in the VDAD transfer AGI scripts, depending on which one you are using.
Posted:
Fri Mar 21, 2008 6:37 pmby Michael_N
Why?
Just make the leads account show on the agents screen when the call is answered, then you agent dont have to look anyting up..
Posted:
Fri Mar 21, 2008 7:33 pmby scratchspace
The lead info is already displayed in the agent screen, the agent needs ~10 seconds to lookup the lead in an external database. The inbound callers are a bit impatient waiting for this, so it seemed just as well to leave them on hold for a few seconds longer. Unfortunately there's a lot of crappy legacy apps out there, so we can't auto-screen-pop a web page or anything...
Chris
Posted:
Sat Mar 22, 2008 4:07 amby Michael_N
scratchspace wrote:The lead info is already displayed in the agent screen, the agent needs ~10 seconds to lookup the lead in an external database. The inbound callers are a bit impatient waiting for this, so it seemed just as well to leave them on hold for a few seconds longer. Unfortunately there's a lot of crappy legacy apps out there, so we can't auto-screen-pop a web page or anything...
Chris
Well make lead from the external database show up, when the call is answered.
Maybe you should hire a programmer who can help you with this feature