Putting Your Web Service to the Test

As you can guess from recent topics, web services have been a hot issue around here. Whether it’s in the dialplan or the agent scripting, we find that call centers are increasingly looking for live data delivered in real time, and web services are a great way to do this.

Where things do sometimes falter is on initial setup and testing. Hours and hours get spent diagnosing whether an issue is on the remote side or in the way the receiver is interpreting the data. Tests get set up and run, the results are checked, then some incremental change is made and the test run again.

It really doesn’t have to be that complicated.

There are a couple of tools that we use to help cut down the testing and verification time:

1) Just create a file and have it downloaded. 

If you’re sending a request and expecting an XML or JSON file with certain fields back, just create a simple valid case in the form of a file. Break out your favourite text editor and write it out.  It could be something as simple as:


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Take What You Do, Be Like Steve Jobs

Steve Jobs wasn’t the best software developer. He also wasn’t a world-class designer. But when he combined software with design, he created something world class. You may have a CRM, or agent interface, that you’ve invested a lot into. Wouldn’t it be great if you could combine it with call center technology to create something better? Continue reading Take What You Do, Be Like Steve Jobs

One Big Mistake You May Be Making With Your IVR

“The dialplan isn’t working!” Four words that increase your stress without telling you anything useful. In the last couple of weeks, though, I’ve heard it a couple of times. Both times it was the same cause, so I thought I’d tell you about it.

You can’t leave people hanging in an IVR (Interactive Voice Response). Silence is bad practice in writing dialplans, just like it’s bad in radio. But, it’s easy to miss some of the points where silence gets introduced. Continue reading One Big Mistake You May Be Making With Your IVR

Improve Your Agents: Customizing Your Call Center Software Part 2

You can make your agents better. At least you can help them perform better, and you probably don’t care about the difference. The ability to adjust your incoming call flow improves operations from the client side and can make the system as a whole work better. Optimizing operations on the other end, the agent interface, can have the same effect once the call has been answered. The interface, especially the client interaction script, has to be well organized and present the correct information in an easy to read format in order to give your agent a chance to handle the call effectively. Continue reading Improve Your Agents: Customizing Your Call Center Software Part 2

Warm Leads and Outbound Dialing in Today’s Environment

Outbound dialing in the call center has undergone a revolutionary change in the past decade.  In October of 2004, the Supreme Court of the United States allowed a ruling from a lower court to stand that enabled the FTC Do Not Call regulations.  The widespread registration of home phones, along with restrictions on dialing cellphones (and their increasing share of the number of phones outstanding), signaled a massive shift in the way outbound contact centers would operate.  Automatic or predictive dialing was not killed off then, but it has been in critical condition since. Continue reading Warm Leads and Outbound Dialing in Today’s Environment

Web services API for Integrating into a Dialer and ACD software

Dialer and ACD are an integral part of every customer contact operation. Contact Centers require an ACD to control and manage incoming call flow. They may require a Dialer to perform List based dialing in predictive, preview or progressive mode.

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