Outbound Calling List

[B2beemedia]

I'm evaluating SugarCRM for use by my company for outbound calling. Can someone please advise if I can accomplish the following business process w/ Sugar?

1) Create target list of customers to call. List is created by selecting variables from the account record. i.e. State = Texas & Type="Customer"
2) Present outbound agent w/ calling list of selected accounts. Calling list can be presented as task list or scheduled activities
3) Allow outbound agent to click account from calling list to open account record
4) record results of call. either call back w/ future calling activity scheduled or actual results from call.
5) Return to original calling list after you close call w/ previous account
6)System would ideally delete accounts that have been contacted from the calling list so user only sees accounts that have not been worked.

Links to tutorial sites would be appreciated...thanks

[rick9004]

The general answer is yes to all your issues. One can create unique lists, annotate any contact as needed, have multiple users using different lists.etc.

[albertwilson]

As a job duty descriptor, you may see or hear the term outbound calling. As a homeowner or business executive, you’ve likely experienced the result of outbound calling first hand. Outbound calling refers to phone calls made by a company to a specified list of contacts.

Term Papers

[rcarrey]

I would pass on this software if you are calling companies. Sugar seems to have been set up by developers not sales people, what I mean by this is accounts are called companies.

Now in the real world do you ask what they name of their account is? or do you say
"what company do you work for or what is your company's name"

if you cannot get this right..... what other problems are you going to have.

A company is a legal entity set up by people. an account is documentation or accounting entries set up by people who work at companies. I do not understand why sugar cannot get this simple fact.

I just revisited sugar again, but like salesforce if you are calling B2B, the name of the company should be first, forget about someones name- people leave companies all the time.

Look at it this way, ever cold called someone at a company? what do you have to give? your name and company. Oh what company are you calling from? what does your company do? not what does your account do? what account are you from?

The only CRM I have found to be worth anything is sage Act! as you can use the companies part as a contact database, kind of backwards but I cannot remember the names or have a campaign based on names. Am I crazy?

[prexecom]

You're not crazy

[prexecom]

I can relate with the above because I'm a single super user with some technical abilities. For example, my outbound call list request follows:

Immediately upon login on my home dashboard, I have my calls list view displaying 5 calls (10 max calls), with fields for subject, start date, relate to. The latter can be either a contacts or leads

This list view can be modified somewhat in studio with calls module, sugar dashlet; listView

Should I however begin my day by reviewing my activities, then calls, and view calls list. I have the same as above except that relate to field displays contacts only; it is blank for leads information that have calls assisgned

This list view can be modified somewhat in studio for calls module, layouts, listView

See attached jpg for visuals

Now my question follows: I want my calls listview to display as my sugar dashlet view, which displays calls for either leads or contacts.

Can anyone help me configure for this to happen?

[prexecom]

Any takers?

[prexecom]

Okay

I've compared how mycallsdashlet.data.php list its fields to custom/modules/calls/metadata/listviewdefs.php.

Made a few changes to listviewdefs as a result, but still no change. Some techie help would be appreciated. Thanks

[prexecom]

Thanks for no help here, but as it turns out. I didn't know but Dispage module surfer extension doesn't report related to field. Once I disabled it, there was my list view objective, reporting calls for both contacts and leads.

Now why Dispage's enhanced search is not integrated into community edition is beyond me.

[Chris_C]

Thanks for no help here, but as it turns out. I didn't know but Dispage module surfer extension doesn't report related to field. Once I disabled it, there was my list view objective, reporting calls for both contacts and leads.

Now why Dispage's enhanced search is not integrated into community edition is beyond me.

You should post this thread on the feature request forum. Outside contributions have made their way into the code base of Sugar CE before.