Vicidial - Feature List
- Agent can call clients in succession from a database of numbers
- Can display a script for the agent to read to customer and offer fields to fill in (eg name, address, etc)
- Can auto-dial and send live calls to available agents
- Can dial predictively in a campaign with an adaptive dialing algorithm
- Can transfer calls with customer data to a closer/verifier on the local system or a remote Asterisk server
- Can open a web page with user data from the call
- Can autodial campaigns to start with a simple IVR then direct to agent
- Can broadcast dial to customers with a pre-recorded message
- Can park the customer with custom music per campaign
- Can send a dropped call to a voicemail box per if no agent is available
- Can set outbound CallerID per campaign
- Can take inbound calls grabbing CallerID
- Can function as an ACD for inbound and fronter/closer verification calls
- Can allow an agent take both inbound and outbound calls in one session (blended)
- Can start and stop recording an agent's calls at any time
- Can automatically record all calls
- Can manually or automatically call upto two other customer numbers for the same lead
- Can dial unlimited numbers per customer until you get an answer
- Ability to schedule a callback with a customer as either any-agent or agent-specific
- Ability in Manual dial mode to preview leads before dialing
- Ability for agents to be logged in remotely anywhere with just a phone and a web browser
- Faster hangup and dispositioning of calls with one key press (HotKeys)
- Definable Agent Wrapup-time per campaign
- Ability to add custom call dispositions per campaign
- Ability to use custom database queries in campaign dialing
- Recycling of specified status calls at a specified interval without resetting a list
- Dialing with custom TimeZone restrictions including per state and per day-of-the-week
- Dialing with Answering Machine Detection, also playing a message for AM calls
- Multiple campaigns and lead-lists are possible
- Option of a drop timer with safe-harbor message for FTC compliance
- Variable drop call percentage when dialing predictively for FTC compliance
- Internal DNC list can optionally be activated per campaign
- All calls are logged and statuses of calls are logged as well as agent time breakdowns
- Load Balancing of call across multiple inbound or outbound Asterisk servers is possible
- Agent phone login balancing and failover across multiple ViciDial servers
- Several real-time and summary reports available
- Real-time campaign display screens
- 3rd party conferencing(with DTMF macros and number presets)
- 3rd party blind call transfer
- 3rd party conferencing with agent drop-off
- Custom Music-On-Hold and agent alert sound for inbound calls
- Estimated hold time, place in line, overflow queues and several other inbound-only features
- Skills-based ranking and call routing per inbound group(queues) and campaign
- Queue Prioritization per campaign and inbound group
- Single agent call queueing
- Ability to set user levels and permissions for certain features and campaigns
- Ability for managers to listen-in on agent conversations
- Ability for managers to enter conversations with agents and customers
- Ability for agents to select a Pause Code when they are not active
- Ability for agents to control volume levels and mute themselves
- Agent shift enforcemant by day and time, defined per user group
- Full QueueMetrics-compatible call logging, inbound and outbound
- Several Vtier integration features: user-sync, account-sync, data interconnection
- Full integration with Sangoma Call Progress Detection(CDP) for better Answering Machine Detection(AMD)
- Multi-function web-based agent API allowing for control of agent sessions including click-to-dial outside of the agent screen
- Lead import web-based API
- Web-based data export utilities
- Separate Time-clock application to track user work time
- Web-based administration
- DID, phone and carrier trunk provisioning through the web interface
- Client web-app web pages available in English, Spanish, Greek, German, French, Italian, Polish, Portuguese, Brazillian Portuguese, Slovak, Russian and Dutch.
- Admin web pages available in English, Spanish, Greek, German, Italian and French.