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On the dialer record page, you need to fill in the required fields and save. You can learn more about setting up a preview dialer here.
In this example, the following fields were filled in for the queue:
- Name
- Strategy
- Dialer type
- Calendar (must be previously created on Webitel. Learn more about calendars here)
2. Options. Timing
You need to configure timing options for this dialer as well (Fig. 2).
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Next you need to add resources, that dialer will use. Resouce group must be previously created on Webitel. You can learn more here.
On the detail "Resources" select and add the required resource group (Fig. 3).
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Now you need to add agents who will be handling the calls from this automatic queue. To do so, you need to add the relative skill to the agents you need. In this example, that is the skill "preview_dialer". That skill must be previously created in Webitel (more information here).
You add that skill to the agent in "Webitel users" section (Fig. 4). Learn more about Webitel users here.
The selected agent "O B" has the skill "preview_dialer" with capacity level of 40.
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Note: before uploading Webitel members, it is necessary to set up the "Communication option types" lookup in Creatio. See section 11 "Set communication option types".
Fig. 10. Run "Upload Webitel members"
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Figure 17 shows the result of a successful call processing.
Fig. 17. Successful call processing
Figure 18 shows the result of call processing with the appointment of the date and time of the next call.
Fig. 18. Set call back time
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All the buckets must be previously created in Webitel (learn more here) (Fig. 21).
Fig. 21. Buckets are created in Webitel
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Next, add the group of Contacts to the dialer participants on the "Dialer participants" tab (Fig. 28).
Fig. 28. Add dialer participants
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In the list of dialer participants, there is a basket (Fig. 30).
Fig. 30. Dialer participants
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The value of the column "Webitel Code" for the communication option types that will be used in calls (Fig. 32) must match the value of the communication type created in Webitel (Fig. 33). You can learn more about Webitel communication types here.
The system uses this code to select the type of communication device in order to select Contact numbers with the corresponding type.
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