How to Develop a Softphone Call Forwarding Feature for BPOs

Posted by Pedram Mohammadi on January 16, 2017

Plenty of companies around the world are ditching their desk phones in favor of softphone applications and, as our reliance on technology continues to increase, it’s only a matter of time until softphones are the more popular choice. In fact, softphone usage is already on the rise, especially among call centers requiring scalable, robust, and low-cost VoIP telephone services.

Not only is a desk phone a relatively pricy piece of hardware, but they come with a certain amount of operational overhead for support and maintenance. Alternately, softphone clients are very portable, enabling anyone with a laptop or smartphone to stay connected on-the-go.

But, what if you want to take your softphone application to the next level with call forwarding? Fortunately, with a Zang-powered softphone, you can easily develop a call forwarding service to ensure maximum availability and prompt attention to customers’ issues. By utilizing this feature, call centers (and anyone else who would benefit from it) can efficiently transfer calls to different units who can better address the needs of their customers, effectively increasing the satisfaction of their customers.

How to Develop a Softphone Call Forwarding Feature for BPOs | http://blog.zang.io/

After setting up a Zang phone number for your softphone, you can develop a call forwarding feature to redirect phone calls to desired locations in just a few simple steps. This way, if customers call your softphone, they could be redirected to a secondary number where their issues will be addressed. Furthermore, when a call center agent is not able to pick up a call for any reason, the call can be automatically redirected to the next available agent to ensure customers receive the best prompt service.

Set-Up is Easy

Setting up a call forwarding service for your Zang-powered softphone is easy. Let’s start by outlining how the service works:

  1. A customer makes a call to your BPO
  2. The call is directed to your VoIP softphone
  3. The call is forwarded to a secondary number

If you intend to develop a call forwarding capability from scratch and integrate it in your existing softphone, you can use the <Dial> element, which connects the current caller to another phone. In such a case, it’s better to enable the action URL to return XML that includes the tag, with your softphone phone number specified.

And, you can include the call forwarding instructions within the <Response> </Response> elements. The instructions will be interpreted from <Response> until the end of the </Response> element.

Here is an InboundXML document containing a piece of code you can use to activate the call forwarding functionality.

To get the address to enter in the “Insert the Public URL” section, you’ll need to create the following code:

After creating the second document, ensure you copy its Public URL, which you’ll enter in the two places named “Insert the Public URL” above. Better still, you can start by creating the second document so you can retrieve the Public URL before moving on to creating the first document.

Worth mentioning, the phone number format you use does not matter. Zang automatically formats the phone number as appropriate. White spaces are eliminated and invalid values such as letters or symbols are parsed out. Therefore, you can use any format you desire. For example, XXX-XXX-XXXX, X (XXX) XXX-XXXX, or XX X X XXXX X XX will all work just fine.

Take It Even Further

It’s that simple! Your VoIP softphone will now be able to redirect callers to another number so that customers can get the best service from your BPO.

In addition to building the call forwarding service, you can achieve even more elaborate actions using a Zang-powered softphone, such as setting a timeout for the number of minutes the forwarded call will ring, recording all forwarded calls, and customizing the caller identity. If you have any questions along the way, reach out to our support team at support@zang.io.

 

image compliments of pixabay

Topics: call features, BPOs, softphone