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 v22.214.171.1244 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.
<?xml version="1.0" encoding="utf-8"?>
<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" />
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.
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.
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.
In some situations you may wish to take a telephone list and assign those numbers with certain post codes to specific agents to work on. This blog will explain how to take a full dialing list and split it up into individual campaigns based on the post code.
In Acarda Outbound a campaign has an associated calling list and the agents are assigned to teams which work on the designated calling list. To split the lists based on post code first import the calling data into a campaign e.g. Master List. Then make up the other campaigns using the post code number for easy identification e.g. Code 10001, Code 10012, Code 10016. Campaigns are set up under menu Setup then Campaigns. Note, when you import you must import the post code to the DialList field called PostCode.
Figure 1: Campaign Name Setup
Once the Master List has had the calling list imported then you can use the List Management tools to shift data from that campaign to another one using the post code as the criteria. To do this, take the following steps.
- Open the Modify Campaign List Management Tool.
- In Acarda Outbound Team: open Acarda Outbound Manager click on the Manage tab then in the List Management group of icons, click on the Modify Campaign icon.
- In Acarda Outbound Solo: click on the Administration tab (rather than the Agent View tab) and click on the Manage tab, then in the List Management group of icons, click on the Modify Campaign icon.
- On the left-side, click on the master list campaign you imported the calling list to.
- On the right-side, in the Filter Criteria panel, enter the Post Code for the calling list records you wish to move to a specific campaign. You can leave the original records in the master list if you want to and just copy the selected records into the new campaign. Do this by checking the “Retain original records” box.
- Now click the Modify button.
Figure 2: Modify Campaign
You can view the records in the campaign the usual way by clicking View in the Campaign group of icons under Manage. For more information on how to import calling lists please contact us.
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.
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.
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/