Call center automation

AutoCall is the call center automation tool for AlterCPA. It automatically dials the customer’s number and distributes calls between operators.

Why do you need AutoCall?

This solution is ideal for large call centers with a high flow of leads. It allows you to maximize operator time and automate routine tasks.

Basic principles of work

The AutoCall work algorithm includes the following:

Call center equipment

The equipment used by your call center must be in good working order and configured.

As practice has shown, the optimal combination for the operator's work is a computer based on Windows 7 (the ancient WinXP does even better) and the free MicroSIP software. The ideal solution is to use hardware SIP phones, for example, the Chinese brand Grandstream.

Company settings

On the PBX server, you should add an account that will be responsible for the initial connection setup. Typically, the required account type is called "Extension" — it does not need access to the SIP server interface, only dialing functionality. This account must necessarily support multi-channel work. As a rule, it is supported by default in all popular SIP solutions.

Company settings for call center automation

In the subsection "Company settings" of the "Control" section, refer to the "Call automation" block. In it, check the box "Enable built-in automation for incoming calls" and specify the data from the created account.

If necessary, you can set the client dialing format instead of the standard one. Based on the specified format, the AutoCall server generates a SIP header and makes a call. By default, the standard version of dialing in international format is used: +{number}@{host}:{port}. Specifying the sip: prefix is not required, it is automatically substituted inside the required headers.

Supported macros in dialing:

In some situations, you may need to change the format of the REFER header. You should change these parameters only if it is necessary for your PBX.

Team settings

In the profile settings of each operator, specify its internal phone number to which the call will be redirected. Specifying a unique number for each operator is a required condition for call forwarding.

Generic team settings

To enable automatic dialing, the team must have the incoming calls mode selected. In this mode, the call comes to the operator automatically when he is on the line. If necessary, you can additionally configure the mode of incoming calls for the team.

Advanced team settings

Call multiplier

A magic parameter that is responsible for the number of simultaneous calls depending on the number of free operators. The number of simultaneous calls made will be equal to the number of free managers on the line multiplied by this coefficient. If the coefficient is 1.2 and 5 managers are free, then 6 simultaneous calls will be conducted.

This coefficient is calculated individually and verified experimentally. If you have a stable picture of the average number of missed calls, you can speed up calling customers with an increase of this coefficient.

Please note that if there are no free operators at the time of a successful call to the customer, the call will be dropped. This fact has a negative effect on the approval, so be careful when working with this coefficient. You can find all the errors of such a plan while studying the call statistics — they will be marked "No free operators".

Call transfer time

The number of minutes to which the call is postponed if it was not possible to get through. For each of the possible errors, a different call transfer time is used. The default is 90 minutes for late calls and unavailable numbers, 5 minutes for a busy number, 10 minutes for a technical error.

Call center staff briefing

Operator interface in the incoming calls mode

Provide additional briefing to your call center staff in connection with the change in the specifics of work.

Known issues

For reasons unknown to us, PBX systems are not the most stable software products and are plagued by some unobvious problems that do not depend on our software product.