The Auto Dialer is a web application designed by PortaOne to automate outbound call campaigns for call centers, streamlining tasks like sales or surveys. It handles the dialing process, allowing agents to focus on conversations rather than manually dialing numbers. The Auto Dialer automatically initiates calls from a specified phone number to contact numbers in the list. Once a call is answered, PortaSwitch routes it to an available agent via a hunt group.
The Auto Dialer is currently available as a minimum viable product (MVP) with the following functionality:
- Create call campaigns with the following settings:
- Setting the company’s phone number for outgoing calls: the billable account ID, connect-to number, and caller ID. These can be the same number or different numbers.
- Importing a contact list from a file or pasting it from a clipboard
- Setting the call campaign pace (the number of calls to initiate per minute)
- Scheduling when the calls should be made
- Manually start/pause/resume/stop call campaigns
- Monitor the call campaign progress: how many calls were made and how many calls were answered
“SecureHome” is launching a new product and plans to run an outbound call campaign using the Auto Dialer to reach more clients. They have a list of 200 phone numbers from their CRM – individuals who previously inquired about security systems. John, the sales manager, uploads the .csv file with these numbers into the Auto Dialer and sets up the campaign to connect prospects with the company’s sales agents.Once the campaign is activated, calls are automatically placed from SecureHome’s DID number to the numbers in the contact list. When a prospect answers, the call is routed to the “Sales” hunt group and the sales agent’s softphone notifies them of the incoming call. The agent then follows a sales script to discuss the product with the prospect.
How it works
A cloud PBX customer creates a call campaign, sets up the company’s DID number (from which the calls will be made and to which the prospects will be connected if they answer), and uploads a .csv file with the numbers that should be contacted. The Auto Dialer then initiates calls from the PortaSwitch account associated with that DID number to the listed prospects.
The Auto Dialer executes call campaigns via Call Control API.
Typical flow:
- The Auto Dialer initiates a call via the API (using the originate_call method).
- PortaSwitch calls the prospect.
- Once the prospect answers, PortaSwitch notifies the Auto Dialer. Auto Dialer then initiates a call transfer (using the transfer_call method) to the predefined phone number.
- PortaSwitch initiates a call to an available sales agent.
- Once the sales agent picks up, the agent and the prospect can begin their conversation.
Requirements
- PortaSwitch system release version starting from MR119.
- Subscription to the Auto Dialer module in the Add-on Mart.
- The dialer domain (e.g., autodialer.company.com) that will be used as the URL your customers open in their browsers.
- SSL certificate for the dialer domain. Alternatively, the certificate can be generated automatically upon dialer configuration.
Limitation
Access to the Auto Dialer application is granted to customers via a login/API token combination (configured on the Customer > Personal > General info > Web self-care panel), so customer individuals cannot access it.
What it delivers to the customer
- Agents become more productive by engaging only when the call is answered by the other party.
- More prospects or customers can be contacted in less time.
- Valuable data on call metrics for optimizing future outreach efforts, such as the number of answered calls.
What it delivers to CSP
Service providers stay competitive by offering extended outbound call center solutions.
