Dialer Features

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MAJOR FEATURES:

  • Ability to have agents work remotely from anywhere in the world!
  • Ability to administer and manage your dialer remotely using any device:
    smart phone,laptop, computer and again... from anywhere in the world!..
  • Inbound, Outbound and Blended call handling and Inbound Email handling
  • Outbound agent-controlled, broadcast and predictive dialing
  • Full USA, Canada and UK regulatory compliance capability
  • Web-based agent and administrative interfaces

  • Integrated call recording
  • Three-Way calling within the agent application
  • Scheduled Callbacks: Agent-Only and Anyone
  • Web-configurable IVRs and Voicemail boxes
  • Scalable to hundreds of seats
  • Ability to use standard Telco lines and VOIP trunks
  • Open-Source AGPLv2 licensed, with no software licensing cost

 

Insanely Huge Feature List:

  • Ability for an agent to call clients in succession from a database through a web-client
  • Ability to display a script for the agent to read with fields like name, address, etc. filled-in
  • Ability to set a campaign to auto-dial and send live calls to available agents
  • Ability to dial predictively in a campaign with an adaptive dialing algorithm
  • Ability to dial on a single campaign across multiple Asterisk servers, or multiple campaigns on a single server
  • Ability to transfer calls with customer data to a closer/verifier on the local system or a remote Asterisk server
  • Ability to open a custom web page with user data from the call, per campaign
  • Ability to autodial campaigns to start with a simple IVR then direct to agent
  • Ability to broadcast dial to customers with a pre-recorded message
  • Ability to park the customer with custom music per campaign
  • Ability to send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
  • Ability to set outbound CallerID per campaign or per list
  • Ability to take inbound calls gathering CallerID
  • Ability to function as an ACD for inbound and fronter/closer verification calls
  • Ability to have an agent take both inbound and outbound calls in one session(blended)
  • Ability to start and stop recording an agent's calls at any time
  • Ability to automatically record all calls
  • Ability to manually or automatically call upto two other customer numbers for the same lead
  • Automatically dial unlimited alternate numbers per customer until you get an answer
  • Ability to schedule a callback with a customer as either any-agent or agent-specific
  • Ability in Manual dial mode to preview leads before dialing
  • Ability for agents to be logged in remotely anywhere with just a phone and a web browser
  • Faster hangup and dispositioning of calls with one key press (HotKeys)
  • Definable Agent Wrapup-time per campaign
  • Ability to add custom call dispositions per campaign
  • Ability to use custom database queries in campaign dialing
  • Recycling of specified status calls at a specified interval without resetting a list
  • Dialing with custom TimeZone restrictions including per state and per day-of-the-week
  • Dialing with Answering Machine Detection, also playing a message for AM calls
  • Multiple campaigns and lead-lists are possible
  • Option of a drop timer with safe-harbor message for FTC compliance
  • Variable drop call percentage when dialing predictively for FTC compliance
  • System-wide and per-campaign DNC lists that can optionally be activated per campaign
  • All calls are logged and statuses of calls are logged as well as agent time breakdowns
  • Load Balancing of call across multiple inbound or outbound Asterisk servers is possible
  • Agent phone login balancing and failover across multiple ViciDial servers
  • Several real-time and summary reports available
  • Real-time campaign display screens
  • 3rd party conferencing(with DTMF macros and number presets)
  • 3rd party blind call transfer
  • 3rd party conferencing with agent drop-off
  • Custom Music-On-Hold and agent alert sound for inbound calls
  • Estimated hold time, place in line, overflow queues and several other inbound-only features
  • Skills-based ranking and call routing per inbound group(queues) and campaign
  • Queue Prioritization per campaign and inbound group
  • Single agent call queuing
  • Ability to set user levels and permissions for certain features and campaigns
  • Ability for managers to listen-in on agent conversations
  • Ability for managers to enter conversations with agents and customers
  • Ability for managers to change the selected queues for an agent
  • Ability for agents to select a Pause Code when they are not active
  • Ability for agents to control volume levels and mute themselves
  • Ability for agents to view the statuses of other agents on the system
  • Ability for agents to view details for calls in queue that the agent is selected to take calls from
  • Ability for agents to select and click to take calls in queue from their agent screen
  • Agent shift enforcement by day and time, defined per user group
  • Full QueueMetrics-compatible call logging, inbound and outbound
  • Several Vtiger integration features: user-sync, account-sync, data interconnection
  • Full integration with Sangoma Call Progress Detection(CDP) for better
    Answering Machine Detection(AMD)
  • Multi-function web-based agent API allowing for control of agent sessions including click-to-dial outside of the agent screen
  • Lead import web-based API
  • Web-based data export utilities
  • Separate Time-clock application to track user work time
  • Web-based administration
  • DID, phone and carrier trunk provisioning through the web interface
  • Client web-app web pages available in English, Spanish, Greek, German, French,
  • Italian, Polish, Portuguese, Brazilian Portuguese, Slovak, Russian, Dutch,
  • Swedish, Traditional Chinese, Danish and Japanese.
  • Admin web pages available in English, Spanish, Greek, German, Italian, French and Brazilian Portuguese.