Click2Dial in INBOUND_MAN Campaign

[aouyar]

I am testing Click2Dial integration with external web application trough external_dial method of AGENT_API.

The users can initiate calls from external CRM application, but they cannot receive occasional inbound calls in-between manual outbound calls, because the external_dial function is based on manual dialing function which requires that the agent be paused to function.

I am using astguiclient version 2.0.5rc1 at the moment. Is it possible to implement campaigns with mixed manual (not from list) dialing and inbound calls? This seems like a quite common use case and without it, the dialing from CRM function does not permit the same group of agents receive inbound calls.

[mflorell]

You could always use the external_pause function to PAUSE or RESUME the agent. You can have your click-to-dial function send a PAUSE (then wait one second) right before sending the dial through. That way you can keep your agents ready to take inbound calls.

[aouyar]

I tested using add_lead, followed by external_pause and external_dial. Works really great.

Thank you