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 popup 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.

The Device and Modem Control Strings are not used in the Windows dialer functions. For Windows 2000/2003/XP Pro and newer, we use the TAPI32
interface. To configure your TAPI interface use Control Panel.

Collect! can communicate with the Softphone of your choice, provided your O/S is configured already to handle the softphone communication protocol you specify. Non-TAPI systems can also use Auto Dialer.

Softphone In Collect!

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.

Non-TAPI Dialer Systems

Collect! integrates through a TAPI interface, or through a SIP Soft Phone. It can also redirect through UDP protocol to a non-tapi dialing system.

If you wish to use a third party dialing system that is non-TAPI, it will be necessary to contact Tech Services to arrange for us to create you a custom dialer plug-in to integrate with other dialing systems.

Udp Protocol Dialing

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

This is an ADVANCED feature requiring the technical expertise of your dialer vendor for implementation and testing.

Udp Redirect Syntax

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.

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

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.

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:/192.168.2.122:1544:452#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

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 818-555-1111

Resulting UDP string:

109,8185551111,002400004585

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:

109,8185551111

Summary

The Softphone feature enables you to use SIP or UDP protocol for integrating with many external auto dialing solutions. Additionally, an Authorization Code may be added to the UDP dial string, enhancing security, if needed.

See Also

- Auto Dialer