- Product Introduction
- Purchase Guide
- Preparation
- Getting Started
- Administrator Manual
- Telephone Operation Guide
- Customer Service Management
- Inbound IVR Management
- Outbound Number Assignment
- SIP Phone Registration
- Integration with Business System (Inbound Call Pop-Up)
- Online Status and On Break Reason
- Inbound Call Routing and Answering Settings
- Clicking to Dial on PC
- Hot Word Feature
- Outbound Call on Dial Pad
- Predictive Outbound Calling
- Call-out Then Customer Call-in Reception
- Call Features
- Customer Satisfaction Evaluation
- Number Privacy Protection
- Service Record Viewing and Playback
- Service Record Storage and Access
- Recording Storage and Access
- Data Analysis
- Real-Time Monitoring
- Telephone Operation Guide
- Agent Manual
- Phone Volume
- Hardware, Software, and Network Requirements
- Logging In and Going Online
- Agent Workstation
- Agent Status
- Answering Calls and Making Outbound Calls (via Web)
- Call Hold and Mute
- Direct Transfer to Skill Group/Agent
- Call Self-Service
- Entering Extension Number
- Agent Internal Call
- Phone Service Records and Recording
- Modify the mobile number
- Forgetting or Changing Password
- Going Offline and Logging Out
- Phone Volume
- Practical Tutorial
- Use Case
- API Documentation
- History
- Introduction
- API Category
- Making API Requests
- Agent APIs
- Skill Group APIs
- Number APIs
- Dual Call APIs
- Automatic Outbound Call APIs
- CreateAutoCalloutTask
- DescribeAutoCalloutTasks
- StopAutoCalloutTask
- DescribeAutoCalloutTask
- UpdatePredictiveDialingCampaign
- ResumePredictiveDialingCampaign
- PausePredictiveDialingCampaign
- DescribePredictiveDialingSessions
- DescribePredictiveDialingCampaigns
- DescribePredictiveDialingCampaign
- DeletePredictiveDialingCampaign
- CreatePredictiveDialingCampaign
- AbortPredictiveDialingCampaign
- DescribeAgentCruiseDialingCampaign
- Telephone APIs
- Phone Service Record APIs
- Purchasing APIs
- Other APIs
- Outbound Call APIs
- Data Types
- Error Codes
- SDK Development Guide
- Data Push
- FAQs
- Service Agreement
- Contact Us
- Data Deletion Guide
- Glossary
- Product Introduction
- Purchase Guide
- Preparation
- Getting Started
- Administrator Manual
- Telephone Operation Guide
- Customer Service Management
- Inbound IVR Management
- Outbound Number Assignment
- SIP Phone Registration
- Integration with Business System (Inbound Call Pop-Up)
- Online Status and On Break Reason
- Inbound Call Routing and Answering Settings
- Clicking to Dial on PC
- Hot Word Feature
- Outbound Call on Dial Pad
- Predictive Outbound Calling
- Call-out Then Customer Call-in Reception
- Call Features
- Customer Satisfaction Evaluation
- Number Privacy Protection
- Service Record Viewing and Playback
- Service Record Storage and Access
- Recording Storage and Access
- Data Analysis
- Real-Time Monitoring
- Telephone Operation Guide
- Agent Manual
- Phone Volume
- Hardware, Software, and Network Requirements
- Logging In and Going Online
- Agent Workstation
- Agent Status
- Answering Calls and Making Outbound Calls (via Web)
- Call Hold and Mute
- Direct Transfer to Skill Group/Agent
- Call Self-Service
- Entering Extension Number
- Agent Internal Call
- Phone Service Records and Recording
- Modify the mobile number
- Forgetting or Changing Password
- Going Offline and Logging Out
- Phone Volume
- Practical Tutorial
- Use Case
- API Documentation
- History
- Introduction
- API Category
- Making API Requests
- Agent APIs
- Skill Group APIs
- Number APIs
- Dual Call APIs
- Automatic Outbound Call APIs
- CreateAutoCalloutTask
- DescribeAutoCalloutTasks
- StopAutoCalloutTask
- DescribeAutoCalloutTask
- UpdatePredictiveDialingCampaign
- ResumePredictiveDialingCampaign
- PausePredictiveDialingCampaign
- DescribePredictiveDialingSessions
- DescribePredictiveDialingCampaigns
- DescribePredictiveDialingCampaign
- DeletePredictiveDialingCampaign
- CreatePredictiveDialingCampaign
- AbortPredictiveDialingCampaign
- DescribeAgentCruiseDialingCampaign
- Telephone APIs
- Phone Service Record APIs
- Purchasing APIs
- Other APIs
- Outbound Call APIs
- Data Types
- Error Codes
- SDK Development Guide
- Data Push
- FAQs
- Service Agreement
- Contact Us
- Data Deletion Guide
- Glossary
Note:
Enhance your sales and marketing teams' productivity and customer conversion rates with multiple dialing modes that quickly establish voice capabilities. Real-time monitoring ensures agent performance quality, supporting data-driven decision-making.
Guidance
0. Complete Below Setup Before Get Started
Cloud Console: BYOC: SIP Trunk
Management Panel: Add Agent Account, Group Management
1. Number Settings
Go to Telephone Agent > Number Management , select the number, click Edit (supports add IVR flow, group members, etc.)
Go to Telephone Agent Settings > Outbound Call Settings to set up your preference
2. Outbound Call Mode
2.1 Manual Dialing
Agents can directly enter numbers dialpad to make calls, support communication across internal member, SIP phones, and external lines.
Pro: Agents to call via dialpad, better customer service
Mic Authorization Check: see whether your Microphone is turned on or not.
2.2 Auto dialing
Auto dialing tasks are initiated by the system. When end user answers, system can play prompt, collects DTMF inputs etc.
Pro: No manual intervention required, system initiates batch outbound calls to complete simple voice notifications and input collections, save up manpower.
2.3 Predictive Dialing
Predictive Dialing Predictive dialing leverages AI to analyze real-time data(e.g., connection rate and agent availability), automatically adjusting call speed to maximize labor efficiency.
Pro: Maxmize agent productivity and reduce labor cost , it initiates calls based on agent availability, ensuring seamless connections when customers answer.
Call Features
Advanced Features During Calls
For more features, refer to Call Feature Overview
Call Monitoring
Post-Call Features
Call Record Analysis
Review Service Records: TCCC provides CDR with free storage for 3 months. Business can use APIs to pull or push service records for local storage.
Recording Storage Download: TCCC offers dual-track recordings with free storage for 3 months. Business can transfer recordings to Tencent Cloud COS for cloud storage or use APIs to pull or push recordings for local storage.
Customer Service Voice Survey: TCCC supports satisfaction ratings collection, where the system plays survey prompts during or after calls, allowing users to rate via keypress.
You May Want to Know
Outbound IVR
Auto Dialing and Predictive Dialing features trigger batch calls through the system, allowing you to create system outbound call flows in IVR to achieve voice interaction between the system and users.
Multi-Device Calling
SIP Phone Call: Cloud Contact Center supports you to bring your SIP phones to cloud, enabling multi-device communication.
Answering Calls and Making Outbound Calls (via Web): Agents can log in to the workstation through a browser (Chrome, Edge) to make outbound calls.
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