Project of the Month - March 2010

Voicent Predictive Dialer Integration

Description of project

Single-click to launch Voicent (www.voicent.com) Agent Dialer for predictive dialing or power dialing. Automatic call status update, record, play audio file, and transfer call. Works with analog phone line, Skype, or SIP based VOIP service or PBX.

Trove Info

Why are you a leading contributor in the SugarCRM community? What are the benefits that you experience from your involvement?

Our customers demand the integration of SugarCRM and Voicent software. We also want to reach more sugar users.

What other projects have you been involved with on SugarForge.org?

This is the first project. We are planning to have more.

What inspired you to create this project?

Customer Demand.

What business pain points were you solving specifically?

It is very hard to keep track of phone calls, both incoming and outgoing. There is a need for a smooth and fully integrated crm + phone working environment.

Is there anything that the users should know about those? Something hidden/new in this project? Think of this as an opportunity to describe how it works to a user.

There are two operating mode for Agent Dialer: one is predictive mode (-pd), and the other is power dialing mode (-dial). In predictive dialing mode, Agent Dialer calls a contact and connects the call only when there is a live answer. Depending on the call option, it either disconnect or leave a message on answering machine. In power dialing mode, calls will be connected as soon as the system dials.

What would you say to encourage additional community participation?

All Voicent products have command line and HTTP interface, so customization should be straightforward.

What do you want to build next for Sugar Suite?

We want to build incoming call integration and autodialer integration.