Collect! Credit and Collection Software™

  Page Table of Contents Related 'How To' Tutorials

How To Setup The Auto Dialer

The Auto Dialer in Collect! works with your Windows Dialer/TAPI settings, softphones/protocols (SIP, TEL, SKYPE, etc.), or URL strings. This document describes how to connect your phone lines, your computer's modem and telephone handset, and then enable the auto dialer.

If you can dial a number using the Windows Phone Dialer, then you can also dial using Collect!.

tip.gif Please ensure that you have installed the Phone Dialer that is part of your operating system software. Check that this feature is functioning outside of Collect!. If it is not installed or does not work, it will not work in Collect! either.

Windows Dialer / TAPI

Connect the phone line from the wall to your computer modem's Line input. Connect your telephone to the modem's Phone input.

Top of page.

If Your Computer Does Not Have A Modem

If you are on a network, there are alternative ways to set up auto dialing.

Multi-line business phone systems cannot be used with modems, which require a single telephone data line to operate. Some multi-line phone systems will support a computer's phone dialer, and some will not. You will need to consult your telecommunications service provider to determine this in your own case.

Another way of setting up the auto dialer on a network-wide basis is to use "Voice Over IP" (VOIP). This passes the telephone voice signals over your IP (Internet) connection, thus integrating your telecommunications and computer network systems. Setting this up is beyond the scope of this document, but a wealth of information on this subject is available on the Internet, and from your telecommunications and Internet service providers.

tip.gif If your phone provider has a TAPI driver which allows you to dial a number using the Windows Phone Dialer (dialer.exe), then Collect!'s Auto Dialer will work transparently for you.

tip.gif Collect! can also communicate with the softphone of your choice, provided your O/S is configured already to handle the softphone communication protocol you specify. Please see below for further details.

Top of page.

Set Up The Auto Dialer

Select System from the top menu bar and then select Preferences and then select Auto Dialer Setup.

OR

From the Main Menu, choose System Administration. Then, from the System Administration menu, choose Setup and Configuration. Then select Auto Dialer Setup when the System Setup menu is displayed.

Make sure any settings you want customized are correct for your operations. All other settings should be left as they are.

Click on OK to save the settings.

tip.gif To configure your TAPI interface use the Windows Control Panel.

Top of page.

Set Up Operators Using Auto Dial

From the menu path "System\Preferences\Plans and Reference Tables", select WIP Options.

Enable this feature by checking the box labeled Automatically Display Dialer.

If all other click-to-dial functionality has been configured on your site to allow Operators to dial their phones directly from a Collect! window, then enabling this preference switch and clicking to Save as Default for the company will invoke Collect! to automatically dial the phone number when an Operator is in their WIP list and the Contact Event which has presented on their screen is a Phone Type.

Top of page.

Softphone

You can use a softphone for your Collect! auto dialed calls. This feature allows you to click on a phone number directly or the phone icon beside a phone number and the system will automatically dial the number for you. It can be configured to present the user with a prompt to dial pop up or to dial in the background without prompting by setting the switches with your preference in \System\Preferences\Auto Dial Setup.

This requires that your operating system is set up to handle the softphone protocol of your choice. This feature also enables UDP protocol dialing.

This option is set at the \System\Rights\Operator screen.

1. Open the Operator window for the user you want to set up for softphone, and click into Detail Tab.

2. Click the check box beside "Use softphone for dialer" to enable this setting.

3. Enter the prefix for the protocol you want the system to use for your automated dialing in the "Note 2" field. For example, "sip:"


Softphone Settings in Operator Detail

Once you have enabled these settings, all use of the dialing features will be sent to the program registered with your O/S as the default protocol handler for softphone calls.

Top of page.

UDP Protocol Dialing

With of a few configuration settings, Collect! can be made to integrate with UDP Protocol dialing systems.

The UDP dial string is constructed in the following way:

UDP/:[ipaddress]:[port];[extension]#authcode (optional)

UDP/: This static string starts the setup.

[ipaddress]: This is the IP Address of the dialer. *** MUST be followed by a colon.

[port]: This is the Port the dialer's IP Address is listening on. *** MUST be followed by a colon.

[extension] This is the Operator's Phone Extension.

#authcode This static string is an optional command to add ClientNumber[4]DebtorNumber[8] to the UDP dial string.

Top of page.

UDP Redirect Setup

1. From the menu path \System\Rights\Operator screen, enter the Detail Tab and switch ON "Use softphone for dialer" for every user that you wish to be using the automatic dial feature.

2. In the "Note 2" field, enter the command string in the following format:

UDP:/ipaddress:port:extension

Example:

UDP:/192.168.2.122:1544:452

When the user clicks a phone number, Collect! will send "extension,number" to the IP Address and Port via UDP protocol.


UDP Redirect Setup

Example of Resulting String Sent:

452,5551237777

tip.gif This requires that your dialing system is able to read the dialing string that Collect! submits. This may require custom programming for implementation. Contact Tech Services if you have questions or requests for integration with third party dialing systems.

Top of page.

Authorization Code For UDP String

There is an optional parameter in the UDP string configuration that enables you to send an "Auth Code" with your UDP string by using the command #authcode. This is required for security with some systems.

By default, the #authcode command will send 4 digits of the Client Number followed immediately by 8 digits of the Debtor File Number. The resulting Authorization Code is ALWAYS 12 digits.

In the \System\Rights\Operator screen, enter the Detail Tab and enter the command string in the "Note 2" field in the following format:

UDP:/ipaddress:port:extension#authcode

Example:

UDP:/1.1.1.1:8080:123#authcode

When the user clicks a phone number, the system will send "extension,number,ClientNumber[4]DebtorNumber[8]" to the IP Address and Port via UDP protocol.


UDP Redirect Setup with Authorization Code

Example of Resulting String Sent:

452,5551237777,123412345678

Top of page.

Example - Auth Code Format

When Collect! detects the parameter #authcode, it pulls 4 digits of the Client Number, immediately followed by 8 digits of the Debtor Number, to create a unique 12 digit Auth Code to add to the UDP string.

1. Client Number: LAST FOUR digits.

2. Debtor Number: LAST EIGHT digits.

3. Insert LEADING ZEROES if needed.

Example:

Client # 24
Debtor File # 4585
Collector Extension 109
Dialing phone number 716-698-3877

Resulting UDP string:

109,7166983877,002400004585

tip.gif If the user dials clicks to dial from any area in Collect! where the Client Number and/or Debtor Number are not applicable, the #authcode command is ignored.

Resulting UDP string:

109,7166983877

Top of page.

URL Dialing

The Auto Dial functionality is capable of URL softdialing with compatible phone systems, allowing the use of an IP Address to dial their API from Collect!.

Operator Setup and Requirements:

  1. 'Use softphone for dialer' must be selected on the Operator Detail tab
  2. The Operator Detail Note 2 field must contain the file name of the dialstrings file stored in the config\dialstrings folder with the file extension ".dialstring"
  3. The Operator Detail Note 1 field may contain the username and password of the API, if the API requires one. The username and password must be separated by an "&" which means that the username cannot contain this character
  4. In the config\dialstrings folder, you need to have a file containing the API URL that will be passed to the web browser
  5. In the dialstring file, you can use the following commands to pass the appropriate information to the URL:
    • @phone - the phone number being dialed
    • @user - the username for the API (left of the & character)
    • @pass - the password for the API (right of the & character)

tip.gif You can have a generic dialstring file (global.dialstring) that all users use that is controlled by the username and password, or if your API is specific to each operator, you can have an operator specific file (own.dialstring).

Example using Grandstream GXP2160:

CONFIG\DIALSTRINGS\OWN.DIALSTRING: http://192.168.99.99/cgi-bin/api-make_call?phonenumber=@phone&account=@user&password=@pass

NOTE 1: 0&admin

NOTE 2: own.dialstring

Top of page.

Was this page helpful? Do you have any comments on this document? Can we make it better? If so how may we improve this page.

Please click this link to send us your comments: helpinfo@collect.org

Collection Advisor RMA ACA Member