Handling Acqueon Dialer Based Outbound Calls

Acqueon’s integration with Service Cloud Voice extends the Omni-softphone to handle Acqueon Dialer- based Outbound calls. Acqueon supports Outbound dialing and List and Campaign Management functionalities via integration with Campaign Manager. Outbound campaigns call a list of contacts based on the contact strategies set in Campaign Manager. Every campaign has a dialing Mode setting that determines when and how the campaign places a call; this is configured in Acqueon Campaigns. The dialing mode lets the Agent see the end-user information before dialing or matches an agent to a call after the call connects to a live party.

Outbound Dialing Modes

The softphone supports the following outbound dialing modes.

• Progressive

• Predictive

• Direct Preview

Progressive and Predictive Dialing

In the Progressive Dialing and Predictive Dialing modes, the Acqueon Dialer connects agents only to calls that are answered by people. Agents do not listen to unanswered calls, busy signals, or disconnected lines. One or multiple calls are placed for each agent before they become available. It also helps predict agent availability and the number of calls to keep each agent busy. Acqueon uses Amazon’s Call Progress Analysis (CPA) feature of HVOC to identify a positive voice detection.

Direct Preview Dialing

Campaigns typically use Preview mode to reach high-value contacts. The campaign presents information about the contact fetched from Acqueon Campaigns to the agent before dialing. The agent reviews the end-user record before deciding whether to accept, skip to the next record, or close. If you do not answer or reject or close within ‘x’ seconds as configured by the Administrator, the call is accepted automatically and connected to the end-user. In the Direct Preview mode, the call is initiated from the agent’s phone after acceptance and the agent hears the ring tone and there is no delay when the end-user answers. Acqueon Workspace uses the Connect Streams API to place the call from the softphone.

Handling Predictive and Progressive calls

1. Login to the Omni-channel widget and change the Agent state to Available.

2. Based on the agent availability, the Acqueon Dialer places a call to the customer and on successful detection of positive voice, the call is connected to the agent.

3. The call is auto answered by the system.

   

4. Every time Acqueon Dialer call is connected, the corresponding Voice Call record is created and automatically appears as a pop-up to the relevant user in Salesforce. When the call ends, this Voice Call record is updated with new data about the call.

   

5. Once the Voice Call page is opened, the Salesforce record (Contact or lead, etc.) that matches the customer’s phone number or unique ID is opened as a sub-tab to the Voice Call record.

Handling Direct Preview Calls

1. Login to the Omni-channel widget and change the Agent state to Available.

2. Based on the agent availability, the system pushes a contact to the agent and the agent is presented with following options in the ‘Preview’ widget that resides in the utility bar.

   • Accept Contact button initiates a call to the end-user and patches the call between you and the end-user.

   • Reject Contact button routes the current call to another Available Agent.

   • Close Contact button rejects the contact and closes the record in Acqueon Campaigns so that the record does not get dialed out again.

     

3. Preview widget is a custom widget from Acqueon for you to preview the contact before dialing out. The widget displays all the customer details uploaded as part of the contact/dial list. You can view the customer information to get a better understanding about the customer even before the call is dialed.

   

4. You can select any of the options provided – accept, skip, or close.

5. The Preview widget pops up automatically during a call. After you select an option, the preview widget collapses automatically.

6. The call then gets initiated and you can continue the rest of the call using the omni-channel softphone widget. The data in the Preview widget is removed after you select an action.

7. Once the call is initiated, you can hear what happens on the customer side – ringing, voice mail, answering machine, or human answer, and react accordingly to continue or dispose the call.

   

8. Every time an Acqueon Dialer call is connected, the corresponding Voice Call record is created and automatically appears as a pop-up to the relevant user in Salesforce. When the call ends, this Voice Call record is updated with new data about the call.

9. Once the Voice Call page is opened, the Salesforce record (Contact or lead, etc.) that matches the customer’s phone number or unique ID is opened as a sub-tab to the Voice Call record.