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i2050pc softphone as a service?Please read and try help.

bazzieb (IS/IT--Management) (OP)
20 Feb 12 9:35
Hi There

I work for a telemarketing insurance company and we have quite a high number of suspected fraudulent sales agents.

All the sales agents use i2050pc softphones. We have created a soft dialer using the SDK and CCT which works similar to AAAD. To prevent the agents from dialing numbers which are not generated from TV/SMS leads, we hide the softphone after they have double clicked the icon and we developed a separate "agent console" which is used to log them into their phone.

No matter what we try, these agents are able to get around everything we have done to prevent them from dialing numbers given to them from leads. We have even gone so far as to lock their desktops down(using AD) so that cant access anything except the icons on their desktops but they have found a way around that too.

The last option we think we have is to make the softphone a service so that they don't ever see it and that way they can't input their own number.

Does anyone know how to do this or does anyone know of a different solution(without having to buy a predictive dialer) that we can implement to stop these agents from dialing any number but the one we give them?

Kind regards
P.S. We have a CS1000 Rls 7.5 with AACC 6.2.
Tman45 (IS/IT--Management)
20 Feb 12 9:54
I would first find out how they are accessing it with it being locked down (what is the specific work-around).  It may be possible to make softphone a service, but not sure how that would be done.

Since you have 7.5 with AACC 6.2 I thought you could get a multimedia server that would include Avaya predicitive dialer - that seems a bit 'cheaper' to me rather than trying to develop and find several work arounds for issues that you encounter ;D
bazzieb (IS/IT--Management) (OP)
20 Feb 12 10:13
Hi Tman45

We have created a webservice which hides the softphone based on the windows username. Agents would then just double click the icon again and the phone would show for a couple of seconds, enough to enter a number, nd then hide again.

We then created a script which we point the i2050pc icon to which would check to see if the phone is open already, and wold stop it from opening again. Guess how they got around this??

They started rebooting their PC's after every phone call and then accessing the i2050pc settings which would prolong the hiding so that they are able to login and dial a number before the softphone hid.

We do have multimedia but no predictive dialer.

Thanks for your reply.

firebirdscrambler (Programmer)
20 Feb 12 12:08
I think the easiest way is to set up CDR and read the raw data produced from the phone system.

I have a number of questions.

Are the agents using ACOD's to dial out?.

Is AC1 or AC2 used in e.g. "9" to dial out with?.

Have you used or checked to see if TARG / TGAR on your extensions and routes?.

Are they breaking out via another application such as voicemail etc?.


All the best

  Firebird Scrambler
Meridian 1 / Succession and BCM / Norstar Programmer in the UK

If it's working, then leave it alone!.

Tman45 (IS/IT--Management)
20 Feb 12 12:16
So are you able to hide the softphone 'settings' in program files (typically under 'Nortel'?  Sorry I am not a Windows system admin so I don't know that off the bat :)

Basically, circumventing any 'system security/prevention' is grounds for termination anyway so really you should be asking violaters to cease and desist or risk their job.
bazzieb (IS/IT--Management) (OP)
21 Feb 12 4:44
Hi firebirdscrambler

We tried using ACOD's to dial because that would of solved everything but unfortunately that is a limitation with the SDK. We can only append a "0" to dial out with, think this is ac2. They are not breaking out from any other application.

The way we hide the phone is by installing a service on each PC and this interacts with a webservice which hides the "image" of the softphone(sorry, not too clued up on the development).

We have got an application that logs everything that gets done on any users PC but we dont want to go this route. We already have a staff turn over of about 50 per month for this outbound cenre. I would rather restrict them totally.

I would love to implement a predictive dialer but we are struggling to get a decent one. Maybe some recommendations would help? smile

Thanks for the response guys.
Tman45 (IS/IT--Management)
21 Feb 12 8:54
We use Noble, but it is expensive and the reporting is not integrated ... Since you already have Multimedia server I would look into how much Predictive Dialing would be to add on.  I really don't have an idea but I know it is not a full-blown dialer so be sure to check all your boxes.

Another route, if you can hide the Nortel folder in C drive and also hide Nortel in the Start --> All Programs I can't see how they would launch the Softphone settings unless they know the run command to do so?  That is assuming you installed softphone under default in the Nortel folder ;D
bazzieb (IS/IT--Management) (OP)
21 Feb 12 10:31
Hi Tman45

Everything has been disabled, the only stuff these agents can click on is the icon on the desktop. We have created group policies to lock down these desktops.

We have even created scripts which the icons point to so that the agents cant open more than one instance of the phone.

Tman45 (IS/IT--Management)
22 Feb 12 10:16
I am not referring to desktop icons ... I am referring to your statement  "They started rebooting their PC's after every phone call and then accessing the i2050pc settings which would prolong the hiding so that they are able to login and dial a number before the softphone hid"

So, if you can lock down all the access to the Nortel folder iteself they cannot access the softphone settings to delay the hiding :)


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