Dialing out an inbound call

[ccetech20]

Hi

We have a campaign where we get inbound calls; now these inbound calls are often disconnected due to various reasons [commercial mostly].

Agent is required to call the same number back and input various details in vtiger.


What I am able to do
- Inbound calls are being recd
- Outbound calls are being placed
- vtiger auto login

What I am unable to do
- Send information from agent's screen to vtiger directly where he can have additional information as well during the call
- Popup message/vtiger that it is existing customer who is calling
- Dial inbound call, if disconnected, by clicking on the number.. how do I manual dial the same number?

[williamconley]

vicidial integration with vtiger is only for vtiger version 5.1 and has been unsupported since that version. i believe that prior integration was documented in the manual for vicidial version 2.2, but i don't remember clearly.

however, the integration settings are in the admin->system settings panel.

if you have a later version of vTgier than 5.1, the integration will not work and you will be required to repair it or use another integration method.

if agents are allowed to view their call log in your version of vicidial, they can click on view call call and choose any call from today for manual redial.

[gardo]

GoAutoDial 2.1 (out of the box) has Vicidial and VtigerCRM 5.1 partial integration. Assuming you haven't upgraded Vicidial and VtigerCRM, you just need to enable it under system settings and adjust the IP addresses entries.

Once you have it configured, you can do "click to dial" within VtigerCRM and the call will be passed to the Vicidial agent UI.

[ccetech20]

It is in same condition as it was supplied (out of the box).

The problem is [more elaborative]
- Send information from agent's screen to vtiger directly where he can have additional information as well during the call
It should pop up the vtiger fields prepopulated with information like - phone number, time etc. However, agent should be able to fill in rest of the information like call reason, address, name etc on vtiger CRM itself.

- Popup message/vtiger that it is existing customer who is calling
Also, when same customer calls in next time, agent should have a prepopulated screen with option to search in vtiger.

- Dial inbound call, if disconnected, by clicking on the number.. how do I manual dial the same number?
When we receive inbound calls, the call often gets disconnected OR gets dropped. In such cases, the agent should be able to call the same customer without putting in details. Something like "Click and Call" or a list where he can see which number did he pick last and can call the same.

[williamconley]

- Send information from agent's screen to vtiger directly where he can have additional information as well during the call
It should pop up the vtiger fields prepopulated with information like - phone number, time etc. However, agent should be able to fill in rest of the information like call reason, address, name etc on vtiger CRM itself.

if you use the existing integration, this is how it works.

- Popup message/vtiger that it is existing customer who is calling
Also, when same customer calls in next time, agent should have a prepopulated screen with option to search in vtiger.

if you use the existing integration, this is how it works.

- Dial inbound call, if disconnected, by clicking on the number.. how do I manual dial the same number?
When we receive inbound calls, the call often gets disconnected OR gets dropped. In such cases, the agent should be able to call the same customer without putting in details. Something like "Click and Call" or a list where he can see which number did he pick last and can call the same.

if you are still on the record, the number is on the screen and there is a "click to dial" browser plugin available. but easier than that is the "view call log" option for the agent that will allow him to see all of today's call and "dial" any of them by clicking a link in the call log view.

[ccetech20]

I will go through the manual again and post results along with steps that I follow.

Thanks William.

[mflorell]

There is a newer feature that allows you to manual dial out through an in-group so the call is logged as if it were an inbound call. This is a campaign feature "In-Group Manual Dial"

[ccetech20]

Hi Matt

Where can I locate this feature?

I am struggling my head around this and a few others which are already there in the system [I'm assuming because the system is quite advanced and thus, is sure to have these]
- When a call comes, agent should have a ring in their headset and an option to connect rather than auto-connect.
- When inbound call comes, it says "You are next in queue and your call should be answered in 15 seconds". I want to change it to 70seconds.

[mflorell]

If you tell me your admin.php version and build I could tell you if you even have it. It's possible that you may need to upgrade to a more recent svn/trunk version since you are using GoAutoDial which is usually pretty far behind on vicidial code.

[ccetech20]

It reads
Version: 2.4-309a

[williamconley]

version and build

[ccetech20]

VERSION: 2.4-309a
BUILD: 110430-1642

Please help me out, been struggling for days now.

[mflorell]

If you upgrade to the latest svn/trunk, or the 2.7 release you will have this feature.

[ccetech20]

Hi Matt

Thanks for the headsup.

I want to know one more thing, we are planning to upgrade to goautodial v3 RC1. As per my understanding it is based on 2.4 vici. Is it possible to upgrade to 2.7 and retain rest of the things?

[mflorell]

The GoAutoDial interfaces might not work, but all of the normal Vicidial interfaces will work just fine if you upgrade.

[ccetech20]

Alright.

Also, today I went through documentations of both the systems - vicidial and goauto dial; few of my queries are as under:

1) Both the systems are same; goautodial has branched out and made a better GUI. However, I wish to understand if vici and goautodial are same on reporting basis as well?

2) If I were to use goautodial, the functionality of the systems are same or different? I found certain things to be more fine tuned in vici but on terms of reporting found goautodial to be a tad bit ahead.

3) If I reinstall whole thing to vici latest, how will I preserve data in vtigercrm which is there right now? Also, will vici (latest build) allow me to have vtigercrm? OR a crm which maintains logs of all the customers (SALES and not leads), pertaining to number of times they have been called and handled etc?

4) Can we improvise the GUI of vici? If yes, a point in the right direction will help me take a dive further.


Thanks in advance for all your efforts, matt.