Playing Pre-recorded scripts (terms of service, enrolment agreements, etc) to the customer to accept/ reject

[RickG]

Hi braintrust I've got a small team (3-4 agents) that manage student enrolments. Part of their enrolment processing has them reading out a script to the student and asking for consent, agreeance, etc.

My thought was 'It would be good if the agent could call (conference?) an extension that would play a pre-recorded script and then hung-up at the end of the call, leaving the agent and the student to wrap up the enrolment, etc.

The outcome we're after is to have a student recorded of them acknowledge the service and terms, etc. So looking at good, better, best options and experiences from you all.. please throw in any other suggestions. TIA!

 

[leejor]

It sounds as if you want a Predictive Dialler. There are a number of types (third party add-ons), commonly used for SPAM calls. The difference, in your case, the people want to be called, for enrolment.

https://www.3cx.com/blog/news/predictive-dialer-3cx/

That's an old link.

 

[RickG]

It sounds as if you want a Predictive Dialler. There are a number of types (third party add-ons), commonly used for SPAM calls. The difference, in your case, the people want to be called, for enrolment.

https://www.3cx.com/blog/news/predictive-dialer-3cx/

That's an old link.

Thanks leejor, allow me to add some more context. These are inbound calls to the student success (sales) team.

 

[leejor]

Ah...in that case, you want something more akin to a queue, with some modifications so that the full recording is heard by each caller before being passed to an agent.

 

[VoIPTools]

As you know, queue intros are not part of the recorded call. It sounds like what you need is the ability to have the agent push a button to invoke a prerecorded message on demand. This is not possible with any built-in feature in 3CX. However, I believe this can be done (we do something similar with our Agent Greeting tool) using the Call Control API.

 

[accentlogic]

Maybe you can just setup one or more digital receptionists with the desired recordings and conference them in? Configure them to hangup if no response in 1 second.

 

[bwitzig]

You could also use the CFD to create this as well.

 

[VoIPTools]

As accentlogic suggested, if you are OK with conferencing in another extension to play the audio file, then using a Digital Receptionist makes more sense than building and maintaining a CFD application just to play an audio file.

My only reservation with this approach is the number of clicks required and the potential for user error. Nevertheless, the conferencing approach doesn't require any custom programming, and that's a big plus.

 

[pmterp]

I know in the past you could not send DTMF tones while in a conference call. Not sure if that is still the case but you may need to take that into consideration if there is a prompt to be played after the customer presses a button to accept.

 

[RickG]

Maybe you can just setup one or more digital receptionists with the desired recordings and conference them in? Configure them to hangup if no response in 1 second.

I started down this route myself. the roadblock was what to do when 'Destination for invalid or no DTMF input' I can only select the repeat prompt option... which would replay the audio file again. Am I missing something else?

You could also use the CFD to create this as well.

Keen to see more if anyone has a template or tutuorial?

 

[VoIPTools]

You don't need to pass any DTMF to the Digital Receptionist (DR). Configure the DR as follows:

• Do not create any menu options
• Set the timeout to 1 second
• Configure the DR to end call if no user input before timeout

The DR will play the prompt and immediately hang up. You don't need a CFD to do this, in fact a CFD would be far more complicated to create, maintain and install for absolutely no benefit.

The only question is how you choose to invoke the DR. Maybe you could conference in the DR (I don't even know if that's possible) or you can use the Call Control API and a web interface to select the desired prompt.

UPDATE

Let us be completely clear -- there is no magic in the CFD that allows the CFD to join into a call and play a prompt. You would still have to conference in the CFD. If you were thinking the entire process could be done with a CFD, that is not the case.