Hello All,

I am currently working in a company, where we need to develop a software solution involving Aspect Unision Dialer (version 7)(Previously Davox/Concerto Unison Dialer)

What we want to achieve is to be able to have a CTI (Computer Telephony Integration) interface with the aspect unison dialer, and then be able to have custom call routing to the agents. What this means is, instead of the dialer being able to decide which outbound call to give to which agent, it should be our 3rd party "adjunct" application, that should decide which call goes to which agent, in conjunction with the unison dialer.

As per my research, the unison dialer provides a Programmed Workstation
Control (Workstation API) but that does not provide this capability. What it provides is the ability to program your own custom agent application. It does not provide the ability to control the call routing to agents. It however does provide some sort of call pickup/alert and then transfer/conference functionality to another agent feature. But that too it says is for some unknown "X-Call Mode only"

I would be highly grateful, if some one here, can point me as to how to be able to program an application for the unison dialer, that will enable the calls to get routed to the agents as per the instructions from another programmed application, or if someone could also let us know What the X-Call Mode in the unison dialer actually is?

With Best Regards,

FAR

Not quite sure what you are trying to do here. You seem to be wanting to overide the whole purpose of the dialler which, if you are running in predictive mode, will almost certainly cause you Ofcom compliance issues.

The Unison dialler has excellent campaign and routing capabilities - it might be worth getting a clearer understanding of those before writing a new software app.

Agree - is it that you want to send particular agents particular calls? If so you could try skill based routing, but it has its problems. You can't drop a call if there's no agents ready to take that call, so you're going to have to pass that call to the pool anyway.

You might be better off segmenting your work into separate call lists, apply these to separate campaigns and having the agents log into the campaign for which they're skilled.