MDLsolutions - Dialer - Agent Disposition Interface

Dialer - Predictive Dialer - Agent Disposition Interface

MDLsolutions Dialer - Predictive Dialer is a proven Windows based comprehensive, dynamic and easy to install/configure SIP/VoIP dialer that is low cost yet extremely reliable and well supported with a large feature set that runs on a robust SQL database that can meet the needs of businesses that are trying to effectively keep in contact with their clients and for small to large scale call centers, or act as a standalone automated dialer processing dialing scripts. You can start off with as little as 1 channel and scale up to 500 simultaneous channels. You can also request unique processing scripts that we call "Actions", that will meet your exact dialing needs, or just combine the ones we already provide to meet your dialing needs.

What are clients are saying
-This new version of the dialer is AWESOME!!
-You have an exciting product that can really change the efficiency of business.
-Your support is great, we really appreciate the extra help.

Predictive Dialer, prices start from $109.00 per simultaneous channel/agent seat, for our 3CX version for small to medium (500 agents max) size call centers to our stand alone version for small call centers at $139.00 per simultaneous channel no IP PBX required. Agent Disposition Interface is included at no extra charge with all versions of the Predictive Dialer.

Dialer, the cost for pre recorded message blasting, IVR navigating and the voice survey version is $99.00 per simultaneous channel.

MDLsolutions Dialer - Predictive Dialer can either be used along with an IP PBX such as 3CX, or it can be used as a stand alone automated dialer, or as a predictive dialer that can hand off/manage calls to IP phones in your call center.

Connecting your dialer-predictive dialer is easy, just purchase a low cost analog/digital SIP adapter/gateway (starting as low as $65) or just connect directly to an Internet SIP voice provider for low cost calling, using our easy registration feature.

Feature List:
1. Predictive Dialer includes an Agent Interface - Enhanced real-time individual agent interface(agent views real time detailed information of the call that is being transferred to him, and can set the call disposition and client details during or once a call is complete). Can connect to the Predictive Dialer from anywhere in the world over the Internet. Agent Interface can also integrate with Microsoft Dynamics CRM.
2. Supports multiple campaigns.
3. Process/manage multiple call lists simultaneously.
4. Automatically manages all calls/agents and makes sure an agent is always available so the person being called is not left on hold.
5. Supports multiple agent groups/call center teams With unique caller id’s. For example, call lists that focus on English speaking clients can transfer their calls to a group of English speaking agents, and call lists that focus on Spanish speaking clients can be transferred to a different group of agents that speak Spanish.
6. Imports comma delimited text files (.csv/.txt).
7. Supports 3rd party application SQL database integration. For example MS Dynamics CRM.
8. Custom Field Names.
9. Preview dialing.
10. Scrub list / (do not call list) import.
11. Inward call recording. Both directions when used with 3CX.
12. Answering/fax machine detection. Optional message response.
13. Supports 3rd party integration, control Predictive Dialer/Dialer from your own application. Also includes IP/PBX integration API that is OS independent.
14. Detailed call reporting.
15. Call list export (.csv).
16. Date/time reminder (Calendar events).
17. 3CX plug in for integrated dialer/agent interface/3CX queue functionality.
18. Inbound dialing, simply direct inbound calls to 3CX queue and ADI will update once
call is transferred to agent.
19. Live call monitoring when used together with 3CX.
20. Multiple campaign/agent call scripts.
21. World wide time zone management, by dialing code.
22. Client unique website reference with parameter support, and auto website launch.
23. Supports multiple caller id’s.
24. Call list scrubbing.
25. Multiple dialing prefix’s.
26. Remote agent status monitoring.
27. Supervisor/call center manager dashboard, for local and remote call center/dialer monitoring.
28. SMS, sending text to mobile phones for correspondence only, not SMS blasting.(paid version only).
29. Successfully tested with Asterisks, using the 'transfer'(Stand Alone Version) action navigation
directly to VoIP phones, through Asterisks IP PBX. Check FAQ's for quick setup.
30. Runs on Microsoft Windows 2003, Windows XP Pro, Windows 7 and Windows 2008 Server. Requires .Net 4.0
31. Supports multiple languages (only in paid version).
32. SIP/VoIP: Supports or can support - RFC 3261 Session initiation protocol, SIP on UDP, RFC 4566 Session description protocol (SDP), RFC 3264 Offer/answer model with SDP, RFC 2976 INFO method, RFC 3891 Replaces header, RFC 3892 Referred by header, RFC 3581 Symmetric signaling ports, RFC 4028 SIP session timers, RFC 3311 UPDATE method, RFC 39601 Early media. RFC 2833 (RFC 47331) RTP payload for DTMF digits, tones and signals.

Pricing

(The dialer/predictive dialer has no recurring charges. The prices below are one time costs).

$99.00 (per simultaneous channel) Dialer version - For pre recorded message blasting, IVR navigation and voice surveys (pre recorded).

$109.00 (per agent/simultaneous channel) 3CX IP PBX Version - Automatically places calls according to call rate or the predictive dialing algorithm, and transfers them to a 3CX phone system queue. Works best with the 3CX IP PBX. Recommended for call centers (500 agents max). A 5% discount will apply if you purchase 3CX with our Predictive Dialer.

$129.00 (per agent/simultaneous channel) 3CX IP PBX and Universal Database Connector Version - Automatically places calls according to call rate or the predictive dialing algorithm, and transfers them to a 3CX phone system queue. Your Web based application is alerted by the Agent Interface and the correct lead is automatically shown when the call is transferred to the agent extension. Works best with the 3CX IP PBX. Recommended for call centers (500 agents max). A 5% discount will apply if you purchase 3CX with our Predictive Dialer.

$129.00 (per agent/simultaneous channel) 3CX IP PBX and Microsoft Dynamics CRM Version - Automatically places calls according to call rate or the predictive dialing algorithm, and transfers them to a 3CX phone system queue. Microsoft Dynamics is alerted by the Agent Interface and the correct lead is automatically shown when the call is transferred to the agent extension. Works best with the 3CX IP PBX. Recommended for call centers (500 agents max). A 5% discount will apply if you purchase 3CX with our Predictive Dialer.

$139.00 (per agent/simultaneous channel) Stand Alone version - Automatically places calls, and manages each call. Can be used with a VoIP phone system or stand alone with just VoIP phones. Does not use a predictive dialing algorithm, the dialer assigns a call channel to each agent/extension and starts dialing again once the agent ends the call.

Support: Support (questions/updates/bug fixes) must be included in the purchase of any dialer-predictive dialer version. Supports starts at $399.00 per year. Only required with your first purchase of our dialer-predictive dialer.

General Overview:
This dialer/call center solution consists of three software applications, the dialer/predictive dialer, the Agent Disposition Interface (ADI) and the 3CX plug-in if you are using 3CX queues and 3CX ADI functionality.

-The dialer is placed on its own Windows computer/server and includes its own SQL database, reporting, SIP/RTP (VoIP) call/registration functionality, import/export functionality, transfer functionality, ADI support and call list management. The dialer can call through your IP phone system, through a VoIP gateway or through your VoIP provider.

-The Agent Disposition Interface (ADI) is placed on every agent’s workstation, and displays the information of the person being called, and allows the agent to update that person’s information, the ADI also has many other features that help with this process.

-The 3CX plug-in is used when the predictive dialer transfers calls to the 3CX call queue, and when the ADI needs to communicate directly with 3CX. You do not have to use this method in order for the ADI to work, you can simply use the ‘Direct’ method, that allows you to call through 3CX (or any other IP PBX, VoIP gateway or VoIP provider), and transfer calls directly to your VoIP phones.

Online Resources

- FAQ - Please read our frequently asked questions before installing the dialer

- Dialer Forum - Do you have a question about the dialer/predicative dialer, try the online forum

- Predictive Dialer Updates - You can find our latest revisions/updates here

- Become a Reseller

Free 45 Day Trial Versions/Download
The dialer and it modules can sometimes be challenging to install and configure. Please feel free to email support free of charge if you have any questions. Free version includes free installation/configuration email support, at support@mdlsolutions.com.

Requires Microsoft .Net 4 (.Net 4 Download)

Trial/Free version has all the features of the paid version but is limited to 4 simultaneous channels when used with 3CX, and 2 channels in the managed call version. **IMPORTANT - DO NOT Install the predictive dialer on the 3CX server/computer**

Realtime individual agent disposition interface(agent views real time detailed information of the call that is being transfered to him, and can set the call disposition and client details during or once a call is complete). Works with Dialer Ver 1.4.4 and above. Works on all Windows platforms.

Requires Microsoft .Net 3.5 (.Net 3.5 Download)

IMPORTANT: If you are using 3CX V10 SP2 you will need this 3CX PATCH in order for the Predictive Dialer to work correctly. Stop the 3CX service, unzip and copy the 3 files into, for Windows XP/2003 the default path is (c:\program files\3CX PhoneSystem\Bin). For Windows 2008 the default path is (c:\Program Files(x86)\3CX PhoneSystem\Bin).

Allows the dialer and the agent disposition interface to talk directly to the 3CX phone system. Simply copy this plug-in (EXE and config file) into the 3CX (bin) directory, if your 3CX extensions are longer than 3 digits, change the extension length in the config file and then launch (double click) the EXE. For Windows XP/2003 the default path is (c:\program files\3CX PhoneSystem\Bin). For Windows 2008 the default path is (c:\Program Files(x86)\3CX PhoneSystem\Bin). Works with Dialer Ver 1.4.0 and above. Allows you to change extension length in the included config file. Works on all Windows platforms.

Product Documentation
Please look over documentation and contact customer support if you have any questions.

Product Information

Dialer-Predictive Dialer User Guide

We listen: Please send us any requests/concerns you may have about our dialer (support@mdlsolutions.com), and we will attempt to update the dialer ASAP. Thank you.

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Additional Information or Eval Contact Us
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