Business sector
Cross functional solution
Business goal
How to Hide Customers’ Phone Numbers from Call Center Agents in Bitrix24
Problem
Specifics of the company's workflows requires confidentiality of customers’ data. Employees should not see personal data, including the customer's phone numbers but at the same time it is their responsibility is to make calls to those from the database.
Solution
The Bitrix24 administrator uploads a phone numbers list (phone numbers in csv format work well) to the Bitrix24 Predictive dialer application.
The necessary parameters are configured like the interval between calls and the number of simultaneous lines, and then the Predictive dialer campaign is launched.
On the Asterisk PBX, the numerical display of phone numbers is changed to Unknown.
In case of successful connection with a customer, the system connects it to the phone queue of agents. The customer’s number is not shown to the agent. An agent works only with a softphone and does not use CRM.
If all agents in the group are busy, the Predictive dialer application pauses until an agent is free, thus the optimal load on the operator group is adjusted.
The scheme of the solution.
