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The vBroadcast Dialer application has been designed to allow Resellers to create Sub Tenants that can manage their own dialer services. It can be controlled from any web browser at a domain name that Resellers control. As a reseller, you simply create a DNS CNAME record pointing your chosen domain name to vbroadcast.skyswitch.com.

The SkySwitch vBroadcast Dialer application can be used to place outbound calls to a list of recipients. When a recipient answers the outbound call that was placed by the dialer application, the application can take any of these actions:

  • Play a pre-recorded audio file and hang up
  • Play a pre-recorded audio file then transfer the call to a Call Center Agent
  • Transfer the call to a Call Center Agent (with no pre-recorded audio file)

The vBroadcast Dialer application is designed to be used in conjunction with the SkySwitch WebContact Call Center Suite. Connected calls can be transferred to an Agent within the Sub Tenant’s PBX Domain using an inbound trunk on the PBX. Outbound calls to recipients can be limited based on the availability of Agents such that the system will only make outbound calls if an agent is available to talk with the recipient.

To add this service to your reseller portfolio, fill out the request form for the desired service. https://form.jotform.com/70714831814152

Create Trunk in PBX

Go to PBX Portal. Navigate to SIP Trunks.


Create a SIP trunk that will accept incoming calls from the vBroadcast Dialer.

Field

Required Input

Name

Domain (Enter the domain of the PBX customer)

Domain

Domain (Same as above, enter the domain of the PBX customer)

Relay Media

Yes

Description

Any description text

Trunk Type

Bidirectional

IP Control

Require Registration 

SIP User

Assigned/Created by the reseller 

SIP Password 

System generated 


Click the Next button. Adjust the inbound limit to control the number of channels to be used for calls to Agents.

Login to vBroadcast Dialer Portal

In your Reseller Dashboard, navigate to Manage vBroadcast.

If you do not see the Manage vBroadcast link in your Dashboard, open a ticket with the SkySwitch Control Tower to request access.

After logging into the vBroadcast Dialer application, you will be viewing the vBroadcast Dialer dashboard.

Create Trunks in the Dialer

Use of the dialer requires the Reseller to create a trunk in the vBroadcast Dialer application. Navigate to the Carrier Trunk Management menu from the left navigation panel.

Click Create Carrier Trunk button


Complete the form based on the information depicted in the following table

Field

Required Input

Trunk name

Your preferred description name for the trunk.  (No spaces or special characters allowed)

outbound proxy

The dialer application auto-fills this with xxxx.hpbx.outboundproxy.com  (where xxxx is your reseller ID.)

Domain

Select from the drop down list the domain of the PBX customer

user name

User name provided by your sip trunk administrator

Secret

Password provided by your sip trunk administrator

Tech prefix

(leave this blank)

priority

The lower the number, the higher is its priority

status

active

Configure DID to be Used for Sub-Tenant Caller ID in vBroadcast Dialer

Navigate to the Caller ID Number Management menu from the left navigation pane. Click on the Create Caller ID Number button.

Enter a Caller ID Number that will be assigned to a Sub Tenant. Click Create button.

Create a Sub Tenant in the vBroadcast Dialer

One the left navigation pane, click Sub Tenant Management. Then click Create Sub Tenant button.

Complete the form and click Save to create a new Sub Tenant.

Field

Required Input

Sub Tenant Name

Sub Tenant's Name (which are actually domain names).

Only Sub Tenants not previously created are shown in the drop down box.

Company Name

This is auto-filled by the dialer application. This corresponds to the domain’s descriptive name

Web Username

Sub Tenant's Username to login to vBroadcast Dialer

Web Password

Sub Tenant's Password to login to vBroadcast Dialer

Address

Sub Tenant's Address

Phone

Sub Tenant's Phone Number

Email Address

Sub-Tenant's Email Address. This email address receives notifications when campaigns are completed.

Assign Caller ID Numbers

Assign Caller ID Number to this Sub Tenant

Max Concurrent Calls

Number of concurrent calls (do not allow more than 5)

Assign Carrier Trunks with Priority For Calls to Recipients

Select the Trunk that was created above that corresponds to this customer

Assign Carrier Trunks with Priority For Transferred Calls

Select the same Trunk that was created above that corresponds to this customer

Tech Prefix for Recipient Calls

(leave blank)

Tech Prefix for Transferred Calls

(leave blank)

Status

Active

After this step, all of the setup needed to create a Sub Tenant environment is done. Your Sub Tenant can now login to the vBroadcast Dialer portal, and create and manage campaigns using the trunks that you have created.

Manage the Sub Tenant

As the Reseller, you are able to Manage any Sub Tenant as if you were logged into the system as that Sub Tenant. To do this, click on Sub Tenant Management, and then choose the Login as Tenant option from the list of Sub Tenants available.

Create Recipient Group

After you login as a Sub Tenant, on the left side menu click Recipient Group Management and click on the Create Recipient Group button.

Complete the form and click Create to create a new Recipient Group. Once created the Recipient Group will appear in a list of all Recipient Groups belonging to this Sub Tenant.

Field

Required Input

Recipient Group

Enter the name of the list you will be calling

Group Description

Enter a description of the list that you will be calling

Status

Active

Manage Recipients

Select the Manage Recipients option for a listed Recipient Group.

To manually add a recipient to the list click, Create Recipient and enter a name and corresponding phone number to the designated fields and click Create.

Phone numbers manually entered must be in 11-digit format. Only US phone numbers are allowed to be dialed from the vBroadcast Dialer.

To import a list of recipients from a file, click Import.

Then click Browse, then choose a csv formatted file, then click Import button. You may click on Download a Sample File to get a template.

The content of the file looks like this. Phone numbers uploaded to the recipient list must be in 11-digit format. Only US phone numbers are allowed to be called from the vBroadcast Dialer.

Create Campaign

On the left side menu click Campaign Management, then click Create Campaign button.


In the subsequent form, complete the required field as described below then click Create.

Field

Required Input

Campaign Name

Name of the Campaign

Caller ID

Select the Caller ID Number that will be used when calling the recipients for this campaign. Only Caller ID Numbers previously assigned to this Sub Tenant will be available here.

Recipient Groups

Select one or more recipient groups to be called.

Maximum Concurrent Calls

Enter the total number of concurrent calls that you wish to make (must be 5 or less)

Number of Retry

Enter the number of times a recipient will be re-called if unreachable.

Retry Delay

Enter the number of minutes for the system to wait before re-calling a recipient.

Email IDs

Enter the email address to send reports to.

Answering Machine Detection

Choose whether the application should try to detect when an answering machine has answered the call.

Decision for AMD

If an answering machine is detected, the system can either hang up or play a pre-recorded message. If the option to  Play Pre-recorded Message is chosen, then you must upload a .wav format audio file to be played.

Decision for Human

When a call connects to a recipient, the system can either play a pre-recorded audio file or transfer the call to the PBX.

Playback File or Transfer number

If the Playback Message option is chosen then you must upload a .wav format audio file to be played. If the Transfer to Agent option is chosen, then you must enter an 11-digit number that corresponded to a DID on the PBX that is routed to an appropriate call queue.

Do Not Check Agent Availability

This option controls whether the system will check the PBX for available agents before placing a call.

Customer Domain Name

Select the PBX Domain that corresponds to this customer.

Agent Call Ratio

This option is only visible if the Do Not Check Agent Availability feature is unchecked. This setting controls the number of calls that the dialer will make relative to the agents available in a chosen queue. For example, if this is set to '1' then the system will make one outbound call for each available agent in the chosen queue. If set to '5' then the system will make five outbound calls for each available agent in the chosen queue.

Queue Name

This option is only visible if the Do Not Check Agent Availability feature is unchecked. This drop-down selector allows you to choose the PBX queue that is checked for the agent availability calculation.

Run Campaign

After the campaign is created, you may run it by selecting the tag in the Status column. Depending on the state of the Campaign, the options will be Start or Reset. Choose either of these options to begin the dialing campaign.

Reports

The vBroadcast Dialer provides two reports: the Call Detailed Report and the Call Summary Report. Both reports can be accessed from the left navigation pane as shown in the image below.

Call Detailed Report

The Call Detailed Report shows the following information. This report is only available at the Sub Tenant view.

Call Summary Report

The Call Summary Report shows the following information.

This report is available to Tenant where it shows summary information per Sub Tenant. This report is also available to Sub Tenant where it shows summary information per Campaign.