Dialer Service

Overview

The Dialer Service automates outbound phone calls from SBN. On a fixed timer it checks SBN for phone calls that have been queued for dialing, then hands each one to an external telephony provider so the call is placed without an operator having to dial it manually.

Each cycle, the service collects the calls waiting in the queue and, for each one, sends the assigned agent and the number to be dialed to the provider through a REST request. Calls are processed in the order they are queued, and the service runs continuously so newly queued calls are picked up on the next pass.

The service requires a working SBN data-server connection and a valid REST URL for the telephony provider. If the data-server connection cannot be established at start-up, the service logs the reason and stops.

Service Manager

Instructions for installing and interacting with this service is found here.

Service Properties

Only properties specific to this service are listed here. Common service properties (SBN Server connection, Logging, SMTP) are found here.

REST URL

The address of the telephony provider's REST endpoint that places the calls. Each queued call is sent to this URL with the agent and the number to be dialed. This must be set for the service to dial out.

Timer (In Milliseconds)

How long the service waits between cycles. After this interval the service checks the queue again and dials any newly queued calls.

Verbose Logging

When enabled, the service writes extra detail to its log, including the calls found each cycle and the request sent for each one. Normally left off to keep the log concise; turn it on only when troubleshooting.