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Automated outgoing call for data collection

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cjohnsonuk

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We want to automate outgoing calls to collect data from our clients. Calls are currently made by an operator. The majority of calls are really simple and automating these will free up operator time for the more complex calls. I'm looking at what options are available for automated, scripted outbound calling to known clients for daily data collection. Eg a call call goes something like this :

“Hello this is your daily data collection call from <Company Name>”
“Please enter your 6 digit passcode to confirm your identity”
<NNNNNN>
“thank you”
"To prove our identity and for your security your passcode is <client passcode>. If this is not the expected passcode please hang up now."
“For value <XXXX> please press 1 for present, 2 for absent or 3 to talk to an operator”
“Thank you”
“For value <YYYY> please press 1 for present, 2 for absent…”
etc
“Thank you”
“You have indicated value <xxxx> is present and value <YYYY> is absent…etc”
“Press 1 to confirm or 2 to change 3 to speak to an operator”
“Thank you for providing today’s stats.”

Where <XXXX>, <YYYY>, <NNNNNN>, <yourpasscode> are unique per client taken from our existing database. The idea is to automate the simple calls to allow the existing phone operators to focus on the more complex calls.

We’re still very much at the data gathering stage building up an idea of what’s possible but its knowing what search terms to put into Google to find possible solutions. Is there a 3cx plugin or system that will work with 3CX?
 
Hello @cjohnsonuk,

You can do this using the 3CX Call Flow Designer. You need to create a dialer to make the calls, please take a look at these guides:
https://www.3cx.com/docs/cfd-creating-outbound-dialer/
https://www.3cx.com/docs/cfd-predictive-dialer/

When your dialer makes calls, it needs to connect them between the external number, and an internal Callflow, also made with the Call Flow Designer. This callflow can collect the input using DTMF, play the prompts you need, etc. Take a look at the following guide on how to create a callflow to validate customers using different data sources:
https://www.3cx.com/docs/cfd-creating-phone-support-portal-1
https://www.3cx.com/docs/cfd-creating-phone-support-portal-2
https://www.3cx.com/docs/cfd-creating-phone-support-portal-3
https://www.3cx.com/docs/cfd-creating-phone-support-portal-4

Kind regards.
 
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