Archive for Softphones

How to dial out with 3CXPhone for Windows

The method for Acarda Outbound to dial out with a v14 3CX phone system requires that the softphone 3CXPhone for Windows is installed. If this is not installed please contact your 3CX integrator for instructions. These instructions apply to both the Team and Solo Editions of Acarda Outbound v7.2.0.2304 and above. To get Acarda Outbound to dial out with a v14 3CX phone system you can take the following steps:

Installing 3CX Plug-in Files

When Acarda Outbound Agent or Solo is installed a folder is created as “C:\Program Files\Acarda\Acarda Outbound\3CX Support Files” (or “C:\Program Files (x86)\…” on 64bit installs) which will contain the two plug-in files “Innovasoft.XDMessaging.dll” & “Innovasoft.S3CX.dll”. Copy the two files to the install folder of the 3CXPhone (3CXWin8Phone.exe) which by default is “C:\ProgramData\3CXPhone for Windows\PhoneApp”.

To activate the plug-in locate the file C:\ProgramData\3CXPhone for Windows\PhoneApp\

3CXWin8Phone.exe.user.config", open and edit adding the reference to "Innovasoft.S3CX" for the key="CRMPlugin", use a comma to separate multiple entries or add the key & value if required.

e.g.
<?xml version="1.0" encoding="utf-8"?>
<appSettings>
<add key="version" value="3.0.0" />
<add key="ClientSettingsProvider.ServiceUri" value="" />
<add key="CRMPlugin" value="CallTriggerCmdPlugin,Innovasoft.S3CX"/>
<add key="MakeCallTimeout" value="10000" />
<add key="MakeCallTimeoutCTIUnsupported" value="200000" />
<add key="EnableVCELogging" value="true" />
<add key="MaxLogFileSizeMb" value="5" />
<add key="RequestTimeout" value="60" />
<add key="MaxUploadSizeKb" value="2048" />
</appSettings>

When the 3CXPhone is started the plug-in will now automatically be loaded enabling the dial functionality to be activated from Acarda Outbound.

Connecting Acarda Outbound to the 3CXPhone for Windows Softphone

To set the correct dialing device for Acarda Outbound Team: In Acarda Outbound Agent click on the Tools menu up the top right side of the screen and select the Dialing Device submenu. For Acarda Outbound Solo: Click on the Agent View tab and in the top right, click the Tools menu and select the Dialing Device submenu.

To dial out via the 3CXPhone, the softphone must be installed, running and logged in before continuing. In the Acarda Outbound Dialing Device select “3CXPhone for Windows” from the drop down. Click Save to select this option.

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Figure 1: The 3CXPhone for Windows dialing device selection.

When you select the 3CXPhone for the dialing device and you have Acarda Outbound administrator rights you have the option to test dial a number. Click the Test button in the lower left of the window. This will open the Test Dial Settings window.

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Figure 2: The Test Dial Settings window.

Enter a number to dial, click the Dial button to test the dialing via the 3CXPhone. A log will also be shown to indicate success or error in the dial attempt. Click the Hang Up button to end the call.

Once successful close the Test Dial Settings and Dialing Device windows to return to the Agent or Solo dialing screens. The 3CXPhone will now be set as your default dialing device and be used to dial and hang up calls from Acarda Outbound.

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How to dial out with 3CXPhone using 3CX CallTriggerCmd

Acarda Outbound can make use of the 3CX CallTriggerCmd application to dial out with the 3CXPhone for Windows. To begin with open the file:

“C:\ProgramData\3CXPhone for Windows\PhoneApp\3CXWin8Phone.user.config”

in a text editor such as Notepad and check that the “CallTriggerCmdPlugin” dll is referred to in the “CRMPlugin” key:

<add key=”CRMPlugin” value=”CallTriggerCmdPlugin “/>

If you already had the 3CXPhone open please Exit and start it again. Note that the 3CXPhone must remain open if you want to dial out with it. It will not open automatically on dial.

These instructions apply to both the Team and Solo Editions of Acarda Outbound. For Acarda Outbound Team: In Acarda Outbound Agent click on the Tools menu up the top right side of the screen and select the Dialing Device submenu. For Acarda Outbound Solo: Click on the Agent View tab and in the top right, click the Tools menu and select the Dialing Device submenu.

Dialing Device Softphone App

Figure 1: The dialing device configuration.

Once you have selected the dialing device menu from the drop-down, you will be presented with the dialog above. You can then select the “Softphone Application” from the current dialing device drop-down to use this dialing method.

With the 3CXPhone using CallTriggerCmdPlugin only the Dial command can be used and not Hang Up. You need to use the 3CXPhone to hang up the call. Future integrations will allow this feature.

Dial Device Call Trigger

Figure 2: The Software Application configuration.

You can test your setup first using Cmd. Paste the MakeCall command and click enter with an appropriate extension:

“C:\ProgramData\3CXPhone for Windows\PhoneApp\CallTriggerCmd.exe” -cmd makecall:102

Once that works then go into the agent screen and add a test number e.g. click on the Action button then “Add Dial Card”, enter the test extension or number e.g. 102. Click the Next Dial button and it should dial out via the 3CXPhone which will start to ring the number.

To read up more on 3CX’s integration with CallTriggerCmdPlugin please refer to their blog at http://www.3cx.com/blog/docs/3cxphone-for-windows-api/

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How to dial out with 3CX IP-PBX phone system

This blog will explain how to connect up Acarda Outbound Agent to dial out with 3CX’s IP-PBX. Acarda Outbound can dial out via phone systems that support RESTful API’s and HTTP URL’s; and so with 3CX’s IP-PBX it dials via their HTTP API.

These instructions apply to both the Team and Solo Editions of Acarda Outbound. For Acarda Outbound Team: In Acarda Outbound Agent click on the Tools menu up the top right side of the screen and select the Dialing Device submenu. For Acarda Outbound Solo: Click on the Agent View tab and in the top right, click the Tools menu and select the Dialing Device submenu.

image

Figure 1: The dialing device configuration.

Once you have selected the dialing device menu from the drop-down, you will be presented with the dialog above. You can then select the “HTTP/Web API” from the current dialing device drop-down to use this dialing method.

The HTTP/Web API only supports commands for dialing a telephone number and for hanging up. Not all systems support the ability to end a call via an API. If your system does not support this then leave the hang up address box blank and it will not be used. You will not be able to use our software to hang up – but you should be able to use the phone systems’ phone or proprietary software to hang up.

image

Figure 2: The HTTP/Web API configuration.

In the Command URLs you are able to set the URL to be requested as well as the HTTP request method (either GET or POST). Most APIs will use the “Get” verb. The dial setting above also treats the [ph] text in the URL as a placeholder for the telephone number needing to be dialed via Acarda Outbound. Other parameters used in the URL should be set according to the phone system’s documentation. In the case of 3CX’s phone system, the URL would look like the one below:

http://<pbx>:5000/ivr/PbxAPI.aspx?func=make_call&from=<ext>&to=[ph]&pin=<ext_pin>

Where the <pbx> is the IP address of the phone system computer, <ext> is the extension number of the device and <ext pin> is the extensions password. The request verb for this would be GET.

Note: Some phone systems will only accept calls to their respective API’s from the local network. This is for security purposes (and applies to 3cx systems). Often this configuration can be changed but you must understand the potential security risks in doing so.

To read up more on 3CX’s integration with HTTP API please refer to their blog at http://www.3cx.com/blog/docs/3cx-http-api/

For more information on Acarda Outbound go to: Team – http://www.acarda.com/telemarketing-software-team.html or Solo – http://www.acarda.com/telemarketing-software-solo.html  To download a free trial: http://www.acarda.com/downloads.html

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How to record voice conversations in Acarda Outbound

Acarda Outbound Agents can make outbound calls through any one of a number of telephony devices. Acarda Outbound does not need expensive dialer hardware and telephone calls are not routed through the Acarda Outbound system itself rather they are placed directly with the selected telephone device at the agent’s computer. The means that Acarda Outbound does not have access to the voice conversations and cannot therefore record them. There are options however to record the conversations through some telephony devices or with 3rd-party voice recording applications.

Your recording options depend on the telephony device you use to make calls. I will just mention a few alternatives for now:

Zoiper 3 Biz – Acarda Outbound has a direct API integration with the Zoiper 3 Biz softphone. You can download it via http://www.zoiper.com/en/voip-softphone/download/zoiper3. To be able to record calls (and also to play pre-recorded messages) you need the paid Zoiper 3 Biz edition.

outbound calling with zoiper

Skype – If you are using Skype then you could use a 3rd-party product such as www.skype-record.com

TAPI – Acarda Outbound can dial via a TAPI compatible interface such as modem, or PBX TAPI interface (in which case modems are not required). Some PBX’s have built in call recording functions. TAPI compatible voice modem allow Acarda Outbound to let the agent stop and start recording the conversation.

Softphones – Softphones that support command line parameters can be used with Acarda Outbound. Softphones are set up with VoIP/SIP trunks and so you can use 3rd-party applications to record conversions. Orecx, provides an open source free recording product. See http://www.orecx.com/open-source/

select record message from action button

Unless you like one of the options I mentioned above you should do an online search to locate a possible 3rd-party application for voice recording. We have not tested them but a couple of other products include Total Recorder, http://totalrecorder.com/downloads.htm and Call Catch http://www.callcatch.com.au/products_enterprise_voice.html At the end of the day however, the product you need to select for call recording, will depend on the device you are making your calls through.

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How to select a softphone in Acarda Outbound as the dialing device

Softphones are a good way to dial out with Acarda Outbound. To use a softphone you need to arrange a VoIP/SIP Service to work with them. In this blog I will cover how to select x-lite and Zoiper softphones as the dialing device but you may want to check out other softphones. The main requirement is that the softphone must support command line parameters.

We have customers using the Zoiper softphone with Acarda Outbound and the feedback is that it works really well. There is a free community edition and a paid Biz edition. The free edition is fine to start with however it only supports the dial out command so Acarda Outbound can’t hang up the call for you, you do that yourself. You can download it via http://www.zoiper.com/en/voip-softphone/download/zoiper3 For call recording, playing pre-recorded messages, and command line parameters support for both dialing out and hang up you need Zoiper 3 Biz edition, which you buy via http://www.zoiper.com/en/shop/buy/zoiper3

X-Lite from CounterPath. X-Lite is free but with x-lite it only supports dial out so you need the x-lite phone on the screen so you can end the call. You need version 3, as it supports command line parameters for dialling. You can download it via the following link: http://www.acarda.com/downloads/X-Lite3_29712.exe. You can test dial it from the command line (Run) by entering the following: C:\Program Files\CounterPath\X-Lite\X-Lite.exe” -dial=

These instructions are for both the Team and Solo Editions. For Acarda Outbound Team, in Acarda Outbound Agent click on the Tools menu up the top right side of the screen. In Acarda Outbound Solo, click on the Agent View tab and in the top right corner you will see a menu Tools. Under Tools select the Dialing Device sub-menu.

With Zoiper 3 Biz you can simply select Zoiper Biz from the Dialing Device menu in Acarda Outbound. Ensure you have first closed out of Zoiper. Once selected click on the Test Connection button to confirm it is the correct version then click Save.

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If you have Zoiper Free or an earlier version of Zoiper Biz then take the following steps:

1. In the Dialing Device menu select “Softphone Application”.

2. In the “Softphone Application File Path” box, select the Zoiper.exe filename. This is the application filename and path e.g. for Zoiper this might be “C:\Program Files\Zoiper \Zoiper.exe”.

3. Enter in the Dial box: dial_string=”[ph]”.

4. Ensure that the rest of the boxes have nothing in them unless you are using an older version of Zoiper Biz in which case you could also enter “hang” in the Hang Up box.

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For x-Lite take the following steps:

1. In the Dialing Device menu select “Softphone Application”.

2. In the “Softphone Application File Path” box, select the x-Lite.exe (or whatever your softphone is) filename. This is the application filename and path e.g. for x-Lite it may be “C:\Program Files\Counter-path Software\X-Lite\xlite.exe”.

3. Enter in the Dial box: -dial=

4. Ensure that the rest of the boxes have nothing in them.

To dial, you use the Acarda Outbound Dial button as per usual; but to hang up with the Zoiper Free edition or x-Lite, you switch to the softphone and press the hang up in it. People using the Acarda Outbound with Zoiper free or x-Lite usually have both the Acarda Outbound and the softphone displayed on their screen, simultaneously side-by-side.

One last setting, go to Acarda Outbound Solo Administrator tab, under Setup, then Settings. In the Team edition, open Acarda Outbound Manger and then under Setup, then Settings. Here in the Call Automation group (under Agent Settings), ensure that the “Auto hang up after dialling” is unchecked.

I know this all sounds complicated however once you have a softphone working feel free to contact us and we can help you get Acarda Outbound to work with your softphone and take care of these settings for you.

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