andrewgroup Posted January 12, 2013 Report Share Posted January 12, 2013 We have an "Old School" manual outbound call center that focuses all of it's dialing into less than 2 dozen area codeds among a dozen calling agents. Groups of 2,3 or 4 agents dial into these areas during a campaign. Here is the plan to help improve there success. We have a national provider than can provision our SIP trunk to deliver these area codes on our SIP trunk and will outpulse and originate the outbound call to the area codes so the recepient sees a friendly area code. We hope to eliminate the need to dial the area code in one of several ways. 1. Agent Groups are for inbund calls only. No Help 2. We make Extensions with AREA code ANI's and register 1,2,3, or 4 phones on that extension. (This seems to be the best choice) This method is static and offers little flexibility 3. Create dial plans that insert the correct area code example 10555-5555 the diail plan see beginning two digitis  and inserts a three digit dial plan.  etc.... ..... This would allow any of the two dozen agents to participate in a campaign, but eliminates only 1 digit in dialing. What other methods might one suggest? Secondly the last post related to using Metropolis call accounting software was in 2011. An important report the agency wishes to have is Shift Idle time. IE Extension IDLE time from 8:00 - 12:00 delivered at 12:15 Seems most call accounting systems are good at calculating call activity, and does anyone have experience with a call accounting system that calculates the IDLE times by subtracting the activity from a time specific time period? All comments are welcome and greatly appreciated.. Andrew Quote Link to comment Share on other sites More sharing options...
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