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Created page with "= Overview = Also called, Click to Call, Click to dial is the ability for an agent to press a button on screen and the phone call will be made for you without the need to ty..."
= Overview =
Also called, Click to Call, Click to dial is the ability for an agent to press a button on screen and the phone call will be made for you without the need to type numbers in on a phone.
It is not to be confused with Click to Call, which is where a customer clicks a button requesting an agent to phone the customer. [https://en.wikipedia.org/wiki/Click-to-call Wikipedia]
= Benefits =
There are a number of recognised benefits to diallers and dial technology [http://www.callcentrehelper.com/the-benefits-of-using-an-automatic-dialer-32845.htm CallCentreHelper article]
* Increased agent efficiency
* Increased productivity with blended campaigns
* Keeping data fresh
* Professional and consistent brand
* Dealing with a change in product sales strategy
* Ofcom compliance
* Real-time visibility
* Agent morale
= How it works - Overview =
[[File:Clicktodial_001.png]]
1. An agent is in bxp and is presented with a record to call. bxp has a button on screen, saying "Click Me!". The agent clicks the button.
2. bxp communicates with the phone system to perform the call.
3. The phone system creates a call to the agents desktop to make sure the agent is available.
4. The phone system phones the customer and connects the call when it gets through.
= Configuring bxp to chat to the phone system =
The phone system needs to have an API (Application Programming Interface). This API allows systems to chat to each other. Many different services and products have APIs.
The API will require you to chat to it in a specific language with specific layouts and details. Each API tends to have completely different structures and configurations.
For a worked example of connecting to a 3CX phone systems API click here.
Essentially you provide for each user some key identification information
[[File:Clicktodial_002.png]]
Next steps is to create an ability to make a call in the language the phone system will accept.
Finally to implement on the page that when a phone number is present, to draw a button. When the button is pressed the call will be made.
Also called, Click to Call, Click to dial is the ability for an agent to press a button on screen and the phone call will be made for you without the need to type numbers in on a phone.
It is not to be confused with Click to Call, which is where a customer clicks a button requesting an agent to phone the customer. [https://en.wikipedia.org/wiki/Click-to-call Wikipedia]
= Benefits =
There are a number of recognised benefits to diallers and dial technology [http://www.callcentrehelper.com/the-benefits-of-using-an-automatic-dialer-32845.htm CallCentreHelper article]
* Increased agent efficiency
* Increased productivity with blended campaigns
* Keeping data fresh
* Professional and consistent brand
* Dealing with a change in product sales strategy
* Ofcom compliance
* Real-time visibility
* Agent morale
= How it works - Overview =
[[File:Clicktodial_001.png]]
1. An agent is in bxp and is presented with a record to call. bxp has a button on screen, saying "Click Me!". The agent clicks the button.
2. bxp communicates with the phone system to perform the call.
3. The phone system creates a call to the agents desktop to make sure the agent is available.
4. The phone system phones the customer and connects the call when it gets through.
= Configuring bxp to chat to the phone system =
The phone system needs to have an API (Application Programming Interface). This API allows systems to chat to each other. Many different services and products have APIs.
The API will require you to chat to it in a specific language with specific layouts and details. Each API tends to have completely different structures and configurations.
For a worked example of connecting to a 3CX phone systems API click here.
Essentially you provide for each user some key identification information
[[File:Clicktodial_002.png]]
Next steps is to create an ability to make a call in the language the phone system will accept.
Finally to implement on the page that when a phone number is present, to draw a button. When the button is pressed the call will be made.
