by bilbob96 » Sun Sep 17, 2017 9:35 pm
William,
Thank you for the input. I have been busy reading and setting up users, campaigns, groups etc. There is a lot to learn here. Maybe I was not specific enough in my question.
1. All inbound calls go to a third party answering service now.
2. When a customer calls in for service, their name and phone number is transferred to one of our support through chat.
This is not using vicidial now, and it will be a while before we even start to integrate that portion of the business.
Our support people sit and wait for a ticket, once they get a ticket they make an outbound call, with specific caller id, to the customer.
This is where we are wanting to use vicidial, to monitor and whisper on support agents outbound calls. There are no leads in a campaign, I understand that agents can login to a campaign with no leads.
If agent1 got a ticket for service1, he would log into vicidial select the campaign, and manually enter the number to make his call. I understand that.
This means if the agent finished that call and needed to next call out on servic2, then he would logout of vicidial, log back in to the service2 campaign and dial out.
The way I see it my agents could be logging into and out of vicidial on every call they need to make. Please note: these agents field an average of only 20 calls in an 8 hour shift, not knowing which service will require support next means they could possibly have to log out/in vicidial 20 times in a shift to change campaigns.
Thanks for the input, the manuals really help. I have successfully added my users and outbound carrier and can make calls out directly from zoiper, I am still reading about the campaigns and user groups and will have that nailed down soon.
I have also been looking at asterisk, if I am correct I could set specific dial parameters to whisper and barge there, like calling extension500 with 6 attached would initiate whisper, maybe that is a better fit for what I am trying to do, I am still reading as I am a severe newbie here.