We are thrilled to announce a major upgrade to SIP Caller, bringing a unified and powerful way to handle call monitoring, predictive & progressive dialing, and customer callbacks directly from your SIP Caller console.

This update streamlines your workflow, expands PBX compatibility, and introduces advanced features for managing both Post-Conversation Surveys and Queue Abandonment Callbacks.

💡 The Evolution of Queue Monitoring: Meet the SIP Caller Queues Monitor

We have merged and significantly enhanced the functionality of the old SIP Caller Proxy and SIP Caller Callback Generator modules into a single, unified, and much more appropriately named module: SIP Caller Queues Monitor.

The old "Proxy" name often caused confusion, but the new Queues Monitor name clearly reflects its purpose: monitoring your PBX queues to power your predictive, progressive, and callback campaigns.

Key Improvement: Console-Based Configuration

The most exciting change is how you configure your monitoring.

• Before: Queues to monitor for callbacks had to be specified manually during the installation of the Callback Generator module.
• Now: You can configure, enable, and disable all callback functionality for your phone system directly within the SIP Caller console!

This change massively simplifies setup and maintenance, giving you instant control over which queues are monitored for which callback features.

🛠️ New Callback Capabilities: Post-Conversation and Queue Abandonment

With the new SIP Caller Queues Monitor module, you can now enable two powerful callback features right from the console:

Go to SIP Caller console > Phone Systems > Edit Phone System > Queues Monitor tab to enable these features.

1. Post Conversation Callbacks

This feature is perfect for running post-conversation surveys or quality checks.

• How it Works: Triggers a callback after a successful interaction between an agent and a customer.
• Configuration Options:
  • Specify Campaign: Select the SIP Caller campaign where the customer's number should be added.
  • Minimum Conversation Time: Define a minimum talk time to ensure only meaningful conversations trigger a callback.
  • Optional Delay: Add an optional delay to the callback, so you are not forced to call the customer immediately, giving them time before the follow-up survey.

2. Queue Abandonment Callbacks

Turn lost calls into successful connections by automatically calling back customers who hang up while waiting in a queue.

• How it Works: Detects when a customer abandons a queue before connecting to an agent.
• Best Used With: A predictive dialer campaign, allowing you to automatically call the customer back when agents are available to take the call, maximizing your service level.

🌐 Expanded Compatibility for Callbacks

We are thrilled to announce that callback functionality is no longer limited to 3CX!

• The new SIP Caller Queues Monitor module now supports callback features for Asterisk-based systems, including FreePBX and Yeastar.

This opens up powerful queue management and callback capabilities to a much wider range of our customers.

✨ Additional Enhancements Rolled Out

Beyond the new queue monitoring module, we've implemented three highly requested enhancements to further improve your dialing and reporting.

1. Advanced Filtering for Reports 🔍

We've added powerful new filtering capabilities to your campaign reports, allowing you to analyze your data with unprecedented granularity.

• Filter by Campaign Variables: When uploading numbers to a campaign, you can include associated variables (e.g., customer_name, due_balance, expiration_date). You can now filter your reports using these variable names and their values.
• Filter by Input Results (DTMF): For calls where customers enter digits (DTMF) to answer questions, you can now filter results based on that input. For example, you can easily view all calls where the customer responded "1" to the first question, instantly segmenting your successful interactions or survey responses.

2. Multiple Call Prefixes

You are no longer limited to a single call prefix!

• New Capacity: You can now specify up to 32 call prefixes for your phone system, a specific campaign, or in your campaign defaults.
• Prefix Specs: Each prefix can be up to 6 characters long and can contain 0-9, +, #, and *.
• How it Helps: Specifying multiple prefixes, separated by commas, allows SIP Caller to automatically rotate them when making calls. This is invaluable for selecting a different SIP Trunk or Caller ID for each call through the outbound rules configured in your PBX.

3. New Progressive Dialer Analysis Chart

We have added a new visual tool to help you understand and optimize your multi-queue progressive campaigns.

• What it is: A new chart in the Campaign Analysis Report.
• What it Shows: For progressive dialer campaigns targeting multiple queues, this chart displays the distribution of calls across different queues, hour by hour. This offers clear insights into queue activity and load throughout the day.

These updates mark a major step in making SIP Caller the most flexible and powerful dialing solution for your business. We encourage you to explore the new Queues Monitor tab in your console today!